SOP-01: New Client Intake & Onboarding Protocol

Standardize the first impression and information gathering process for every new client to maximize conversion, satisfaction, and retention.

Applies to all front desk staff, therapists, and any team member who interacts with a new client during their first visit.

Every new client, without exception.

• Online booking system configured with intake form trigger

• Welcome packet printed and available at front desk

• Treatment rooms stocked with supplies

• Client file system (physical or digital) ready

Phase 1: Pre-Arrival (T-24 to T-0 Hours)

• T-24 hours: Send confirmation email with address, parking instructions, and intake form link

• T-4 hours: Send text reminder with "Reply CONFIRM to confirm" or "Reply CANCEL to reschedule"

• T-1 hour: Send final text reminder with practice name and suite number

• Front desk reviews submitted intake form 30 minutes before client arrival

• Flag any contraindications, allergies, or special requests

• Print or load form into client management system

• Notify therapist of any special considerations

• Prepare treatment room with appropriate linens, oils, and equipment based on intake form

• Set room temperature to 72-74°F

• Prepare welcome beverage station (herbal tea, water with lemon)

• Ensure music system is loaded with appropriate playlist

Phase 2: Arrival & Welcome (T-0 to T+10 Minutes)

• Stand and greet client within 10 seconds of entry

• Use client's name: "Welcome, [Name]! I'm [Staff Name]. We're so glad you're here."

• Offer beverage immediately

• Confirm they found parking/location easily

• If intake form completed online: "I see you completed your intake form — thank you for that. Is there anything else you'd like us to know before we begin?"

• If intake form NOT completed: Provide tablet or paper form. "This takes about 3 minutes and helps us provide the safest, most effective treatment for you."

• Show restroom location

• Explain changing room and locker procedure

• Point out relaxation area or post-session lounge

• Show retail/product display area (briefly)

• End at treatment room door

Phase 3: Consultation (T+10 to T+25 Minutes)

• Therapist enters room, washes hands in client's view

• "Hi [Name], I'm [Therapist Name]. I'm going to be taking care of you today. Before we begin, I want to understand exactly what's going on so I can give you the most effective treatment possible."

• Use Pain Scale Question: "On a scale of 1 to 10, how would you rate your current discomfort or stress?"

• Use History Question: "How long have you been dealing with this?"

• Use Impact Question: "How is this affecting your work, sleep, exercise, or mood?"

• Use Goal Question: "What does success look like for you after today's session?"

• Use Previous Experience Question: "What have you tried before? What worked and what didn't?"

• Based on assessment, recommend specific service

• Explain WHY this service addresses their specific issues

• Set realistic expectations for today's session AND long-term results

• Present three options if recommending a package

• "Before we begin, I want to confirm your comfort level. You can undress to your comfort level — many clients keep underwear on. You'll be draped the entire time, and I'll only uncover the area I'm working on."

• "Please let me know immediately if anything feels uncomfortable — pressure, temperature, technique. You're in control of this session."

• "Do you have any questions before we begin?"

Phase 4: Treatment Delivery (T+25 to T+Session End)

• Adjust lighting before client gets on table

• Confirm room temperature is comfortable

• Begin with breathing coaching to induce parasympathetic response

• Apply oil/lotion warmed to body temperature

• At 5-minute mark: "How is the pressure feeling?"

• At transition to new area: "Is this pressure still working for you?"

• If client winces or tenses: "I noticed some tension here — should I adjust the pressure?"

• During last 5 minutes: "As we finish up, I want to give you two things to do at home that will extend the benefits of today's session."

• Provide specific stretch or self-massage instruction

• Provide hydration and post-session care guidance

• Write recommendations on take-home card

Phase 5: Checkout & Conversion (Session End to Departure)

• "How are you feeling compared to when you walked in?"

• Re-administer Pain Scale: "What number would you give your discomfort now?"

• Document improvement in client file

• "Based on what we worked on today, I recommend your next session in [timeframe] — that's when your body will be most receptive to continued work."

• Present package or membership options if appropriate

• Offer specific dates and times (binary choice)

• Process payment

• Present any gift certificates, retail products, or add-ons

• Schedule next appointment before client leaves

• Provide printed aftercare instructions

• Walk client to door

• Mark client file for 24-hour text follow-up

• Flag for 3-day email follow-up if no rebooking occurred

• Flag for 7-day non-converter follow-up if no package purchased

• Intake form completion rate: 95%+

• Average consultation time: 12-18 minutes

• Package conversion rate on first visit: 35%+

• Add-on attachment rate: 30%+

• Client satisfaction score (post-session): 4.8/5+

• v1.0: Initial protocol

• v1.1: Added pain scale re-administration post-session

• v1.2: Added automated confirmation sequence

• v2.0: Premium Edition — added conversion targets and home care protocol