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Every enquiry that used to live in a phone, a notebook, and three different inboxes now lives in one place. This guide shows you how to get in, what you will use every day, and what the system now handles for you. It takes about fifteen minutes to read once, and you will not need it again after your first week.
This system books consultations only. It does not replace the calendar you already use to book facials, treatments, and every other service. That stays exactly as it is, and you keep using it the same way you always have.
The job of this system is the step that comes before a treatment booking: catching every enquiry the moment it arrives, answering it instantly, and turning it into a booked consultation. Once someone has attended their consultation and agreed to treatment, you book that treatment in your normal calendar as usual.
Open app.marcamercari.com in your phone browser, then choose "Add to Home Screen".
It will behave like an app. This matters most for the front desk, because new client messages
arrive throughout the day and the fastest reply usually wins the booking.
There are more menu items than this. These five cover almost everything you will do.
Every message from every channel lands here in one inbox: Instagram, Facebook, the website chat, text messages, and email. You reply from the same screen no matter where the client wrote from. You will spend most of your time here.
Consultations only, at both Kingston and Montego Bay. Clients can book themselves online, and you can book someone in manually while you have them on the phone. Treatments and all other services stay in your existing calendar.
Every person who has ever enquired. Their details, their history, every message ever exchanged, and what they were interested in. Nothing gets lost when someone goes quiet for three months.
This is the consultation pipeline. It shows where every potential client has reached, from first enquiry through to treatment sold. It is explained in full further down this page.
The numbers. How many enquiries came in, how many booked, how many showed up, and how many went ahead with treatment. Management view rather than daily use.
Everyone sees a slightly different version of the system, matched to the job. If something in this guide is not on your screen, it is simply not part of your role.
This is about focus, not trust. The front desk role is built so the screen shows what is needed to book people in quickly, without management reporting getting in the way.
This is written for whoever is covering the front desk. It should take about twenty minutes a day in total.
Work through anything unread from overnight. The system will already have sent a first reply, so you are continuing a conversation rather than starting cold. Then open the Calendar and look at who is coming in today.
Answer new messages as they arrive. Speed matters more than polish here. If someone is ready to book, either send them the booking link or put them in the calendar yourself while you have them on the phone.
Go through today's appointments and mark each one as showed or no-show. This is the single most important habit. It is what triggers the follow-up messages and the review requests automatically.
Mark every appointment as showed or no-show at the end of each day. Almost everything the system does afterwards depends on knowing whether the person turned up.
This is the heart of the whole system, and the part that will change your day the most. These run on their own, day and night. You do not need to send any of these messages yourself. If you also send one manually, the client gets it twice, so please do not.
When someone messages your Instagram, Facebook, or website chat, an assistant replies within seconds, at any hour, including the middle of the night and all through the weekend. It knows your full service list across both locations, answers the questions people always ask, and guides them towards booking a consultation.
This is what stops enquiries going cold. Most people who message a clinic will book with whoever replies first, and you now reply first, every time, without anyone needing to be at a desk.
Two things it will never do, by design: it never quotes treatment prices, and it never gives medical advice. Both of those are conversations for a qualified person in your team. When something needs a human, it stops and hands the conversation over to you.
Alongside the assistant, these messages send themselves at the right moment:
| When this happens | The system automatically does this |
|---|---|
| Someone enquires for the first time | Sends an instant reply with the booking link, so nobody waits |
| A message arrives on Instagram or Facebook | Replies straight away and tags where the client came from |
| Someone fills in the website form | Sends an email and a text with the booking link |
| A consultation is booked | Sends confirmation with date, time, address, parking and what to expect |
| A consultation is booked | Notifies the team internally so you know it happened |
| 24 hours, 3 hours and 1 hour before | Sends reminders, which is what cuts no-shows |
| Someone does not turn up | Sends a warm message inviting them to rebook |
| Someone attends their consultation | Follows up afterwards to answer any questions |
| A day after a good visit | Asks for a Google review |
| Someone says they are not ready yet | Checks back in politely over the following months |
You will see the conversation in Conversations like any other. Read back through what the assistant already said so you do not repeat questions the client has answered. Then carry on in your own words. The client should never feel handed between two different personalities.
Every enquiry moves through these stages. Most movement happens automatically. The few that need a human are marked. You will find this under Opportunities.
Open Calendar, choose an open slot, and add their name, phone number and email. Their confirmation and all their reminders are sent automatically from that moment.
Send them book.bodystudioskincare.com. They pick their own time, which saves the back and forth. This is usually faster than booking for them. Remember this link books consultations only, so do not send it to someone who is booking a treatment.
Find it in Calendar, then reschedule or cancel. If you reschedule, the reminders automatically follow the new date. Never delete an appointment to move it, always reschedule.
Open the appointment and set the outcome. Showed starts the follow-up and the review request. No-show starts the rebooking messages. Do this daily.
Go to Contacts and search their name, phone or email. Their whole history opens up, including every message and what they were originally interested in.
Add a note inside the conversation explaining where things stand. Anyone opening it next sees the full history and your note, so nothing has to be repeated to the client.
Automations and workflows. These are the engine behind every reminder, confirmation and follow-up. One small change can quietly stop every client message going out, and it may be days before anyone notices. If something needs to change, message Marca Mercari and we will adjust it.
Deleting contacts. Deleting removes their entire history permanently. If someone is not proceeding, move them to Lost instead. Nothing is lost and you keep the record.
Calendar availability. Changing opening hours affects what every client can book online. Agree it with Michelle first.
Bulk messaging. Sending to everyone at once can affect whether your messages keep arriving properly. Please check with us before any mass send.
This system holds personal health-related enquiries. Do not share logins, do not let anyone use your account, and always sign out on shared computers. Each person has their own login for exactly this reason.
Email jermaine@marcamercari.com.
Tell us what you were doing, what you expected, and what happened instead. A screenshot helps enormously and usually saves a day of back and forth.
The first few days will feel slower than your old way of doing things. That is normal and it passes, usually within a week. The payoff is that no enquiry gets forgotten, no reminder gets missed, and nobody has to remember to chase anyone.