Staff pitch script
Your team is your most effective marketing channel. A single well-timed mention at reception or in the treatment room will outperform any social media post. This guide gives your staff the exact words to use — no awkward sales pitch required.
Before you start
Make sure every team member knows:
- What the app is called and what it does
- What sign-up incentive you have chosen (see Choosing your sign-up incentive)
- Where to find the QR code or download link to show patients
- That they do not need to be "salesy" — they are sharing something genuinely useful
At reception — when a patient arrives
The best moment to mention the app is while a patient is waiting or checking in. Keep it brief and casual:
"Before you go in, have you downloaded our rewards app yet? It's free and you get [your incentive — e.g. £/€10 off your next treatment] just for signing up. Takes about 30 seconds — I can show you the QR code if you like."
If they say yes and download on the spot — great. If they say "maybe later" — hand them a card with the QR code and leave it at that. Never push twice in the same visit.
At reception — when a patient checks out
Checkout is another strong moment, especially after a great treatment when the patient is happy:
"You earned points on today's visit — they're waiting in the app for you. If you haven't downloaded it yet, here's how to do it. You also get [your incentive] just for signing up."
In the treatment room
If the practitioner has a natural moment during treatment — while applying a product or during a waiting period — this is a great time to mention it conversationally:
"By the way, we just launched our rewards app. Every time you come in you earn points, and you can redeem them for treatments and discounts. A lot of our regulars love it. I'll leave the link at reception for you."
Keep it short — patients are there to relax, not to be sold to.
Handling common responses
| Patient says | Team member responds |
|---|---|
| "I don't really use apps." | "Totally fine — it's just a simple way to track your rewards. But no pressure at all." |
| "I'll do it later." | "Of course — here's the QR code so you have it. It only takes a minute when you're ready." |
| "Is it free?" | "Yes, completely free to download and free to use. You just earn points every time you visit." |
| "What does it do?" | "You earn points on every visit and treatment, and you can redeem them for discounts. You can also see your membership perks and upcoming offers — all in one place." |
| "I already have it." | "Amazing — make sure you scan in today so your points are added!" |
Tips for the whole team
- Mention it to every patient who does not already have it — not just new patients
- Always lead with the benefit to the patient, not the feature ("you get £/€10 off" not "we have a loyalty app")
- The QR code at reception should be visible — patients who notice it will often ask about it themselves
- If your clinic uses a tablet at reception, pull up the download page directly and let the patient scan or tap right there