Aesthetic clinic lead follow up: DM to consultation

How an Instagram lead reaches the clinic

Most of an aesthetic clinic's enquiry flow comes from social media: a comment, a direct message, a question in a story, a form on an advert. They arrive in waves through the day and most of them are one sentence long — how much does it cost?

The problem for the clinic is not the number but the transition. The person writing has decided nothing yet; they have usually asked the same question of three or four clinics and are comparing the answers. A short reply in a message makes no difference in that comparison.

This article is about turning that lead into a consultation by phone: what makes a social-media lead different, what the call has to collect, how to answer the price question, booking the consultation, and the limits a medical subject places on a call.

What makes a social media lead different

This channel has three characteristics, and they determine the script.

1. 1An expectation of anonymityThe person writes under a profile name and may not give their own. A call should not be a surprise at this stage: asking permission to call, in the message, is both the decent thing and the thing that raises the answer rate.
2. 2The price question comes firstThe question always starts with price, because that is what is being compared. But in aesthetic procedures price depends on an individual assessment, and that has to be explained rather than avoided.
3. 3Managing expectationImages on social media set expectations. The call's job is neither to confirm nor to inflate them: the decision is made at the consultation, on the clinician's assessment.

The third line is the most important part of this flow and also the most sensitive legally. Promising an outcome on the phone — this procedure will do this for you — is not the work of a script or of an operator.

What the call has to collect

Four or five things are enough to book a consultation. Keeping the list short matters especially here: the subject is personal and a long questionnaire creates discomfort.

• Which service or area they are interested in — in their own words
• Whether there has been an earlier enquiry or procedure on this subject (the fact, not the detail)
• When they are planning for: this week, this month, just researching
• Which location and which hours suit
• Their preferred channel and time for contact

The price question: the honest answer is a consultation

In aesthetic services the price depends on the area, the volume, the method chosen and the number of sessions. Giving an exact figure on the phone is either wrong or changes later — and that change is the worst experience a patient can have.

What works: give the starting range for the service, name the factors that move it, and say that the exact price comes at the consultation, after assessment. Whether the consultation itself is paid or free belongs in the same sentence; that is what prevents the later disappointment.

Avoiding a range altogether backfires: someone who gets no answer ends the comparison and moves on to another clinic. The choice is not between «a figure» and «nothing» — it is between «a range with its conditions» and «an exact figure».

The script: four situations

The purpose of the call is not to sell but to book the consultation and put the expectation in the right place.

1. 1The interest is specificService, location and time window are confirmed and the consultation is booked. Result: date, hour, clinician's name and the terms of the consultation.
2. 2Only asking about priceThe range and what moves it are given, and a consultation is offered. An outcome code is written — this group is its own list.
3. 3HesitatingThe question is usually about results or recovery time. The script does not answer it: a consultation is offered, because the answer depends on an individual assessment.
4. 4A medical questionThe call goes to clinical staff immediately. This is where the script stops, and its boundary has to be written in advance.

Booking and confirming the consultation

A share of booked consultations does not happen, and the reasons differ a little from an ordinary appointment: the decision is personal and is postponed easily.

• The consultation is booked with a specific day and hour, and the clinician is named
• How long it takes and what it covers is explained
• A confirmation touch happens the day before
• Someone who did not come is called once, asked why, and not pressed
• Rebooking is offered once; after a second miss the lead moves to a nurturing list

The general model for protecting an appointment and reducing no-shows is in appointment reminder calls, where working with patients who do not arrive is covered separately.

The limits a medical subject places on a call

The limits here are stricter than in other sectors, and they protect both the patient and the clinic.

• No outcome is promised: what a procedure will achieve is a matter of individual assessment
• No opinion on suitability: who is suitable for which procedure is decided by a clinician
• Recovery time, pain, risks and contraindications are not covered by the script
• Medication, tests and diagnoses are not discussed
• Personal health information is not asked for on the phone and is not recorded
• In all of these cases the call goes to clinical staff

This list is not a limitation on the script — it is its foundation. The call's job is to get the right person to the right desk; assessment and decision happen there.

How Vexvon supports this flow

Vexvon's AI voice agent calls from the clinic's own scenario, approved information and escalation rules. The parts this flow uses:

• When someone shares a number in a social-media conversation they are tagged automatically, so the calling list is not assembled by hand
• The scenario defines the fields to extract: area of interest, location, time window, preferred channel
• The knowledge base keeps the agent speaking only from service and terms information the clinic approved
• A medical or outcome question hands the call to clinical staff by a condition in the scenario
• Separate campaigns cover consultation confirmation and working with no-shows

Monitoring comments and messages on the Instagram side is covered in Instagram comment monitoring, and handling clinic questions on the chat channel in the clinic AI chatbot article.

Measurement

Four numbers follow this flow.

• Message-to-call rate — how many enquiries could be spoken to at all
• Call-to-consultation rate
• Consultation attendance rate, separately with and without a confirmation touch
• Distribution of refusal reasons: price, timing, hesitation, location

It helps to produce these per service group: different services carry different decision times and one script does not suit them all. To build the flow, get in touch or see the monitoring page.