For med spa owners · Back office

Build a front desk answer sheet

One page the front desk keeps open: answers to routine questions from your own policies, and a clear line for what goes to the provider or to you.

By Aaron Byrne, KeenHand

The prompt

Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Med spa owners and the front desk team.

I run a med spa. My front desk answers the same questions all day, each person a little differently, and they are not always sure what they can answer and what has to go to a provider. I want one page they can keep open at the desk.

What I have:
- The questions the desk gets most, in clients' words: [COMMON QUESTIONS]
- Our policies on booking, cancelling, deposits, memberships and payment, word for word: [OUR POLICIES]
- Hours, address, parking and the other basics: [THE BASICS]
- What I want sent to a provider or to me, in my words: [WHAT GOES TO US]

What I want:
1. Sort every question into three groups: the desk answers, the provider answers, and I answer.
2. For desk questions, write a short answer from my policies and basics that the desk can say or paste.
3. For provider and owner questions, write the one line the desk says to hand it off, without answering it.
4. List questions a med spa desk usually hears that are missing from my list, with no answers, for me to decide.

Rules:
- Write a draft for me to read. Do not send anything.
- Use only what I gave you. If something is missing, ask me instead of guessing.
- Never quote a price, promise an opening or claim anything I did not give you.
- Put any question about health, a reaction, aftercare or whether a treatment suits someone in the provider group, with no answer written.
- Leave out anything about a client's health, treatment or history.

Give me back:
- The answer sheet, on one page, grouped by desk, provider and owner
- The missing questions for me to decide

When to use it

The desk answers the same questions by hand all day, everyone words it a little differently, and nobody is sure where a desk answer ends and a provider answer starts.

When not to

Do not use it to write answers to medical questions, aftercare questions or whether a treatment suits someone. List those as provider questions and leave the answers to your provider.

What to paste in

[COMMON QUESTIONS]: Ten or so questions the desk hears every week, copied from messages or written the way clients say them, without names.
[OUR POLICIES]: Your booking, cancellation, deposit, membership and payment policies exactly as clients see them.
[THE BASICS]: Hours, address, parking, access and how to reach the desk.
[WHAT GOES TO US]: Your own rules for what the provider or you must answer, such as anything about a reaction or a refund.

Never paste

Real client messages with names, numbers or treatment details in them
Provider notes, aftercare sheets tied to a client, or anything from a client's chart
Staff logins or door codes

A filled-in example

Sample. Fictional business, fictional client.

COMMON QUESTIONS: Do you have anything Saturday? How much is a first visit? Can I bring my sister? Is laser safe for darker skin? Can I move my appointment? Do you take payment plans? What should I do if I'm swollen?
OUR POLICIES: Booking online or by phone. Cancel with 24 hours notice or a fee applies. Deposits hold treatments over 60 minutes. Memberships are monthly, cancel with 30 days notice. Cards and cash, no payment plans.
THE BASICS: Open Tuesday to Saturday, 10 to 6. 118 Cherry St, Suite 2. Free lot behind the building. Desk line 616-555-0110.
WHAT GOES TO US: Anything about a reaction, a medical condition or medication goes to the provider. Refunds, complaints and discounts go to me.

What you should get back

A one-page sheet grouped by who answers: desk, provider or owner
Short desk answers taken from your own policies
A hand-off line for every provider or owner question, with no answer written
A list of likely questions you have not covered yet

What stays with you

The prompt writes a draft. You decide what happens to it, and nothing should reach a client until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.

Write the replies that go out after close. A small set of after-hours replies in your words for openings, prices and changes, with your urgent line copied exactly and no medical advice.
Plan a new front desk hire's first week. A day-by-day first week for a new desk hire: the tools, your answer lines, what goes to a provider, and how client privacy works at the counter.
Answer a client's question about a deposit. A plain reply that explains your deposit policy when a client asks why you hold one or wants it back, with any exception left for you to decide.

More: every prompt for med spas, back office, and AI for med spas.

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