Surface Beauty Clinic

Nikolas:
‍First, I’d like to ask you about your situation before working with InDesk? Can you tell me about the pain-points that you had with handling patient enquiries?

Norma:
‍Because I was working by myself, I had to take care of everything. Answering the phone and responding to texts combined with regular work in the clinic made everything extremely busy. I struggled to find balance and didn’t have the time to focus on my personal life.

Nikolas:
‍So when did you respond to messages from patients? Was it between treatments, before work or after hours?

Norma:
Basically all of the above. I used to wake up to a lot of messages, then during lunch, I was also responding to enquiries, so I didn’t really have the time to catch a breath during work. I also responded to messages in the evenings and even late at night. I had to do it because I’d lose a client if I didn't.

Nikolas:
Sounds exhausting. How were you feeling having to manage all of that by yourself?

Norma:
Really, really stressed. Honestly, I thought there wasn’t any other option. I’m very self-reliant, and I rather do things myself to make sure everything works well.

Nikolas:
I can relate to that! Have you ever tried any services similar to InDesk?

Norma:
No, never. I really care about my clinic, and I never trusted anybody to take over communication with my patients.  

Nikolas:
So, how did you learn about InDesk, and what did you think about the service when you first found out about it?

Norma:
I think somebody just called me. I wasn’t convinced at first because I get a lot of similar marketing calls and I just asked that person to send me some details by email. The other day someone followed up, and I thought it might work because I had a really busy time and I needed some help. When I went on board, it all worked really well.

Nikolas:
Okay, so I have a question about the onboarding process that you have just mentioned. Did you have any concerns at the beginning that it simply won’t work

Norma:
Yeah, obviously I didn’t think it was going to work straight away, but I know that some changes require time. During the onboarding process, it all came together little by little and ended up working well for me.

Nikolas:
I understand that your main concern was that InDesk agents won’t be able to take care of your patients as well as you did. Is that right?!

Norma:
Yes, and probably also as fast, because I tend to respond quite quickly. It turned out that InDesk agents are far more professional than I used to be with my clients because I tend to be quite friendly. I’ve learned from the agents that there should be some boundary between patients and the clinic, and I think they are contributing to creating a more professional, better business model. They also saved me a lot of time, because I used to exchange a lot of messages with my clients to get a result that they can get with just one call.

Nikolas:
And how is your relationship with InDesk agents? How do you feel about them?

Norma:
Now they are just a part of my team. There are 4 or 5 agents that I love working with, and they are very much a part of my clinic’s operation.

Nikolas:
It’s great to hear that. I know that they also feel like a part of your team, and I’m sure that your feedback will make them really happy.

Norma:
Honestly, I don’t have anything negative to say about agents that I’m working with. They are really efficient and simply good at what they are doing. What I also really like is that they consult me when they are not sure about something, so I’m still involved in communication with patients.

Nikolas:
Thank you for those words. We have worked so hard for the past two years to achieve this level of service that you are talking about, and we still want to improve, so this interview is really encouraging. Can you tell me more about the onboarding process? How was it for you?

Norma:
I thought it would be hard, but actually, It is pretty straightforward. Adrianna and the rest of the team have already been prepared to work with me and have done some research. I didn’t feel like the onboarding was time-consuming, everything was well-organised and efficient. It all went smoothly because the team was also doing a lot of research in the background, so I didn’t feel like I had to spend a lot of time on meetings.

Nikolas:
I’m happy to hear that because I know that onboarding can be quite overwhelming, especially with such a complex service like ours.

Norma:
Yeah, cooperation with InDesk actually helped me with some personal improvement too. Before the onboarding, I’ve never participated in video calls, because I’m quite shy. With the InDesk team, I felt like I needed the agents to see me and I needed to see them, so it is a big step for me personally.

Nikolas:
Okay, so I can see that you feel comfortable with our agents, so that’s great.

Norma:
Yeah, I felt relaxed enough to do that, and I don’t really do video calls even with family members, so we have a pretty good relationship.

Nikolas:
Okay, Norma, I have 2 last questions. How do you feel now with InDesk taking care of all your patient enquiries?

Norma:
Mostly relieved. I feel like the pressure has been taken off me, and it gives me time to work on building my business. I just feel at ease now, and I have peace of mind that the InDesk team has my back. I’ve also had a lot of positive feedback from clients telling me that the agents are very professional, it’s really nice to get reminders before treatments and that they enjoy the way my business operates. Overall, I’m just really happy with the service.

Nikolas:
That's exactly our goal – to save time for busy practitioners like you, Norma. Last question. You told me that we saved you some time. Can you tell me how your life has changed because of that?

Norma:
Before starting cooperation with InDesk I spent most of my time on the phone and didn’t really focus enough on my family, so now it’s different. I also go out more to spend quality time with my friends, and earlier there was just no point in doing so with my phone constantly buzzing. I’m taking better care of my orders and I can organise my time more. My work-life balance has improved because I’m much calmer with a team with my best interest at heart.

Nikolas:
Thank you so much for this amazing feedback, Norma. One year ago, when we started implementing InDesk I couldn’t imagine that we would get such an amazing review from one of our first clients. We are so happy that our work actually makes practitioners' lives easier. It’s great that we have achieved this and that you feel this way. I won’t take more of your time. Thank you so much!