From Ringing to Revenue: The Key to Retention & Growth

Course Requirements

Applicable to owners, operations managers and Front-of-House managers of an independent Wellness locations or Wellness groups.

Course Includes

Video discussion:

1. Typical Wellness Business Call Management Profile

• How most Wellness businesses currently handle calls, common gaps and inefficiencies
• The balance between answered and missed calls
• The statistical impact of missed calls on revenue

2. The Client Journey

• Understanding the client’s mindset when they call
• How a personal experience affects overall client perception and retention
• How a missed call notification shows your brand cares
• The importance of consistency in messaging during open, busy, and closed periods

3. Using Call Data Touchpoints to Maximise Opportunities

• Leveraging a live, interactive call log
• The power of follow-ups, rescuing missed opportunities
• Tracking call trends: Why are clients calling?
• Identifying high-value clients and tailoring responses accordingly

4. Using KPIs to Systemise Call Handling and Promote Accountability

• Key metrics: Missed call rate, call-back rate and responsiveness
• Using data to set performance benchmarks and measure success
• How structured KPIs keep the team engaged, motivated, and improving
• Using Call recording to maintain quality and develop staff skills

What You Learn

During this course you will learn the following:

• Understanding the power of elevated structured client journey, for open, busy, and closed periods
• How empowering your team with actionable data will help build revenue while also improving the client experience
• How utilising KPIs and Call Outcomes can support the development of the team to further build revenue and identify areas for improvement within the wider business

Main Information

Your phone is more than just a communication tool, it’s a direct line to revenue and client loyalty. Every unanswered call, delayed response, or missed opportunity can cost your business thousands in lost bookings. This course is designed to help owners and managers take full control of their client call experience by transforming the phone channel into a structured, high-performing revenue driver.

• Who is this course For?
  Owners & Managers of Wellness businesses who want to improve their client experience and grow revenue
• Front Desk & Reception Teams looking to enhance their skills and efficiency
• Businesses that rely on client calls and who want to understand how to convert more enquiries into appointments

By the end of this course, you’ll have a structured, repeatable system for managing client calls, one that protects revenue, strengthens client relationships, and ensures no opportunity is forgotten.