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Aesthetics Services

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We provide a unique, tailored approach to supporting and growing aesthetic clinics across the UK.


Training

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Business training for clinic owners, managers and front of house staff, plus mentorships for nurses and aestheticians.


About ABACS

Amanda smiling at the camera

Leveraging over 40 years of combined experience from our diverse team of expert consultants.


Book
whatsapp icon
phone icon

Aesthetics Services

Amanda smiling at the camera

We provide a unique, tailored approach to supporting and growing aesthetic clinics across the UK.


Training

Amanda smiling at the camera

Business training for clinic owners, managers and front of house staff, plus mentorships for nurses and aestheticians.


About ABACS

Amanda smiling at the camera

Leveraging over 40 years of combined experience from our diverse team of expert consultants.


Aesthetic Front of House Business and Customer Service Training

First (and last) impressions matter when running an efficient clinic. As an owner or manager of an aesthetic practice, the success of your business begins with your Front of House (FOH) team – receptionists, secretaries, personal assistants, patient coordinators, call handlers, customer service managers, and administrators – they are the first and last point of contact for every single one of your patients and the driving force for patient conversion and retention. However, the diverse role of Front of House is often misunderstood, and staff are not employed or trained to their optimal potential.

Proven Success in Front of House Excellence Training

AB Aesthetic Consultant Services (ABACS) have recognised the need for structured support and training to augment the skills and confidence of all FOH staff involved in managing day-to-day clinic operational aspects, patient interactions, and communication.

Delivered through the AB Aesthetic Business Academy, Master the Art of Front of House Excellence is a comprehensive, 13-module training programme tailored to the needs of aesthetic medical and other private healthcare clinics, equipping reception, operational, and administrative staff with the tools to deliver consistently optimised practice operations and customer service success.

First (and last) impressions matter when running an efficient clinic. As an owner or manager of an aesthetic practice, the success of your business begins with your Front of House (FOH) team – receptionists, secretaries, personal assistants, patient coordinators, call handlers, customer service managers, and administrators – they are the first and last point of contact for every single one of your patients and the driving force for patient conversion and retention. However, the diverse role of Front of House is often misunderstood, and staff are not employed or trained to their optimal potential.

AB Aesthetic Consultant Services (ABACS) have recognised the need for structured support and training to augment the skills and confidence of all FOH staff involved in managing day-to-day clinic operational aspects, patient interactions, and communication.

Delivered through the AB Aesthetic Business Academy, Master the Art of Front of House Excellence is a comprehensive, 13-module training programme tailored to the needs of aesthetic medical and other private healthcare clinics, equipping reception, operational, and administrative staff with the tools to deliver consistently optimised practice operations and customer service success.

Amanda smiling

Want a five-star Front of House team?

Get in touch for a FREE chat to discuss your staff’s training needs.

Book today
Amanda smiling
Amanda smiling

Want a five-star Front of House team?

Get in touch for a FREE chat to discuss your staff’s training needs.

Book today
Amanda smiling

Want a five-star Front of House team?

Get in touch for a FREE chat to discuss your staff’s training needs.

Book today

Why you might need Front of House training?

Front of House is not simply about customer service; they play a vital role in:

  • Shaping your reputation
  • Promoting your brand
  • Driving appointment bookings
  • Increasing retail and treatment sales
  • Securing repeat revenue
  • Handling complaints

All while delivering exceptional, 5-star customer service that sets you apart from your competitors.

If your marketing spend appears to be under-performing, and your diary is looking a little empty, now is the time to invest in your FOH team with tried-and-tested training to keep patients coming through your doors. Our industry-leading, modularised Master the Art of Front of House Excellence training achieves sustainable improvements in FOH performance. Staff will:

  • Study the nuances of the aesthetic sector
  • Value the importance of the patient journey
  • Recognise the role of Front of House in clinic success
  • Learn effective communication and enquiry management skills
  • Increase their knowledge of aesthetic treatments
  • Discover how to discuss treatments appropriately with patients
  • Master handling difficult situations and complaint management
  • Understand how to gather patient feedback, run audits and surveys
  • Know how to optimise patient retention and appointment rebooking
  • Upskill in mastering daily operational aspects and clinic flow
  • Be introduced to regulatory compliance and the particulars of working in a clinical environment
  • Establish methods for increasing revenue potential
  • Find out how to take advantage of retail sales and treatment upselling opportunities
  • And realise the importance of goal setting and measuring achievements using Key Performance Indicators (KPIs) for continuous improvement.

Can your Front of House team effectively manage enquiries, coordinate your diary, and handle all your administration?

Can they increase patient retention and appointment rebooking, whilst handling complaints, and optimising reputation management?

Does your Front of House team have the skills to confidently talk to prospective and repeat patients about the aesthetic treatments and skincare products you offer in clinic?

Can they drive appointment bookings, cross- or up-sell, and increase revenue?

How are you tracking and measuring the effectiveness of your marketing spend?

Is your Front of House team driving growth with activities aligned to your marketing, or are you wasting money on campaigns that aren’t followed through?

Master the Art of Front of House Excellence

The importance of a smooth-running, efficient, and effective Front of House within an aesthetic clinic is often misjudged. While we all think we know a bit about good customer service, getting it right and doing so consistently is an art, and many fall at the first hurdle. Similarly, clinic owners tend to underestimate how much revenue is lost at the front desk; FOH staff are the missing link to generating sales and repeat revenue. They are the ones with the opportunity to build relationships with your patients, whilst they sit in your reception or waiting room, allowing them to extract key profiling information, garner evidence of interest in treatments and products, and convert that interest into sales or another appointment booking.

FOH are critical to the success of any business, even more so in private medical aesthetic, cosmetic surgery, dental, or hair transplant clinics that offer elective treatments to enhance appearance and well-being, where pampering, luxury, discretion and confidentiality form part of patient expectations. Demonstrating an elevated standard at your Front of House cements the impression that patients will receive high standards in your clinical care; attention to detail in every aspect of your practice will be noted. With more competition than ever before in the aesthetic sector, patients have more control over their decisions and a wider choice of clinics and practitioners, leading to higher expectations when it comes to communication, clinic coordination, and their overall experience, aside from their treatment outcomes.

Whether receptionists or secretaries, patient coordinators, or personal assistants, FOH create the first and lasting impressions for your patients. Of course, they come for the clinical expertise, and the treatment result may be outstanding, but if the appointment booking processes, on-the-day engagement, and follow-up are shambolic, they may never return. FOH shapes their overall experience, directly influencing their satisfaction and loyalty. FOH are also your key to repeat business, informing patients and highlighting new service offerings, performing regular engagement checks, and driving profitability and growth. They should be able to spot red flags if a patient has concerns or might have a complication, before it becomes a complaint.

Ensuring they know the treatments in your portfolio and can correctly complete and log treatment paperwork will raise their ability to cross-convert patients to increase revenue. Of course, they are not medical practitioners and should not be giving clinical advice, but they can provide vital support with skincare compliance and benefit from having the confidence to discuss treatments and products with patients, using non-medical language. Often, FOH staff are afraid of getting this information wrong, and may simply say nothing, losing a vital opportunity, but with guidance, they will grow in confidence and overcome their fear, also learning how to appropriately and effectively drive enquiries to medical leads within the practice when they reach the limits of appropriate clinical discourse.

 

Amanda pointing to screen in presentation

Many FOH roles and careers are undertaken without formal training, often derived from acting as a personal assistant to the clinical director of the practice. With thirteen carefully crafted and selectable modules within the Master the Art of Front of House Excellence training, our programme combines industry knowledge, skills, and know-how learnt from many decades of operational management in large-scale clinic practices by our experienced team of aesthetic business consultants.

We offer operational best practice training focusing on patient-centred communication and clinic coordination that can transform your Front of House into a powerful driver of patient loyalty, business growth, and long-term business success. We can guide your FOH team to deliver a consistent service with a seamless patient journey.

Why choose Front of House training?

Our Master the Art of Front of House Excellence training programme is specifically designed to support clinic owners and managers with initial training (onboarding) and further development of the FOH team, helping them deliver exceptional levels of customer service, clinic coordination, and patient journey quality that keep patients loyal and returning to your clinic.

Amanda smiling with client

A truly public-facing role in your clinic’s operation, FOH provides the essential touch point for patients, even before they ever set foot in your clinic. Often, their role can be overlooked as simple, but they are the foundation of your customer service, providing direction for patient interaction before the patient presents for treatment. Without good experiences from the get-go, and ongoing, that show patients they are valued, chances are they will walk away.

Consider how FOH staff are involved in everything from answering the telephone and emails, booking appointments and diary management, handling broader enquiries, greeting arrivals, making people feel welcome with refreshments, ensuring admin forms are completed, collecting payments, updating records, handling complaints, supporting practitioners and clinicians with patient information, experience, and feedback, to patient follow-up calls and emails; the list is often more extensive than you might have considered. Optimising tasks, monitoring their success, using effective strategies and implementing tested solutions to ensure smooth clinic flows and happy patients is why investing in tailored FOH training is vital to clinic success.

If your Front of House runs smoothly – supporting back-office management and clinical delivery – patients will experience a seamless journey and your business will grow in profitability.

Downloads to support your business

For more information on the modules within the core and advanced packages of the Master the Art of Front of House Excellence Prospectus, please complete the form.

  • ABACS Prospectus - Master the Art of Front of House Excellence

How our Front of House Training is different

At AB Aesthetic Business Academy, we do not deliver motivational training in isolation. Our programmes are designed around behavioural integration rather than short-term inspiration.

We recognise a persistent industry problem. Teams attend training, feel energised, and leave with good intentions. Yet without structured reinforcement, those behaviours slowly fade, and staff drift back to familiar habits.

Dental Clinic

To address this, our Front of House training follows our Performance Integration Framework, built around a 5-stage Behavioural Integration Model. The primary model progresses through Live, Interactive Training, Structured Reflection, and Practical Application. This can be followed by an advanced model that incorporates Measurement, and Review and Refinement stages, available as separate consultancy and support services.

During the live training phase, each module is highly interactive and adapted to the individual clinic business model. The focus is on practical language, real scenarios and applied performance frameworks that teams can use immediately in day-to-day patient interactions and clinic operations.

Immediately after training, participants complete a guided and structured reflection resource designed to deepen behavioural awareness and personal accountability. Team members examine their current habits, identify areas of resistance, highlight confidence gaps, and define clear personal performance objectives. Reflection converts information into deliberate action.

Training sessions are scheduled at least one week apart. This spacing allows time for behavioural integration before new learning is introduced. During this period, teams practically apply their new learning by implementing defined performance objectives and tasks in their daily clinic environment, directly linked to operational outcomes. These may include tracking enquiry-to-booking conversion, monitoring rebooking compliance, or auditing inbound call handling, for example.

Training is aligned with measurable KPIs. However, meaningful analysis depends on accurate data capture and clear tracking systems, which we can help clinics establish. Sustainable improvement requires performance visibility. Once performance is measured, it can be evaluated and refined. Where requested, follow-up training or consultancy sessions are used to measure and review performance data, identify behavioural gaps, and refine scripts or communication frameworks to prevent a return to previous habits.

Even short and focused touchpoints with a team can reinforce behavioural consistency and maintain momentum. The objective is operational integration and sustained performance improvement rather than a temporary motivational uplift followed by regression. Front of House teams do not simply ‘attend training’ with our team; they build sustainable, measurable performance behaviours that endure and support long-term clinic growth.

Testimonial

I wanted to share some feedback following the FOH training sessions delivered by Amanda and Sonia, which I found extremely valuable as I’ve transitioned into my Patient Coordinator role. The training provided a really clear understanding of the importance of front of house in clinic success, particularly in relation to patient experience, communication, and first impressions. I found the sessions around customer service and the patient journey especially helpful, as they highlighted how every interaction contributes to building patient trust and consistency of care. Since completing the training, I’ve been actively implementing what I learned by being more mindful of my communication with patients and ensuring they feel welcomed, supported, and confident throughout their journey with us. The sessions have helped me feel more confident in my role and aligned with the Skin & Soul standard of care. Thank you both for organising the training and making the time for me to complete it - I really appreciate the support as I settle into the role. Please also pass on my thanks to Amanda and Sonia for running such informative and supportive training sessions. We'll be in touch again once the team grows or when it's time for CQC guidance.
Rhashika at Skin
Soul Medical

About Your Mentor

Amanda smiling

The aesthetic business consultants at ABACS have decades of first-hand, lived experience in operations and FOH management at national aesthetic clinic chains. The Master the Art of Front of House Excellence programme is delivered through AB Aesthetic Business Academy by two of our most experienced consultants, ABACS founder, Amanda Elbourn and sales training expert, Sonia Amerigo.

With more than 20 years of experience leading and growing an award-winning chain of aesthetic clinics, Amanda has developed exceptional expertise in all aspects of clinic operations. Throughout her career, she has trained numerous Front of House staff, designed tailored training and monitoring programmes, and mentored them into confident, capable, and successful teams. Her comprehensive understanding of the management and business strategies required to build and sustain a profitable, high-performing aesthetic clinic distinguishes her as a standout business consultant in the aesthetic industry.

 

With a career also spanning more than two decades, Sonia brings extensive experience in clinic management, spa development, retail skincare sales and distribution. She is dedicated to helping others deliver exceptional customer service. Sonia promotes ethical, results-driven sales to increase patient conversion and retention.

Why Partner With Us?

AB Aesthetic Consultant Services are specialised aesthetic business consultants who understand the unique needs of the aesthetic industry and support medical aesthetic practices, hair transplant and cosmetic surgery clinics, medi-spas, and other aesthetic-related businesses to optimise their operations and achieve sustainable growth.

Our Programme is brought to you by a team with considerable experience in operations management, customer service, strategic business growth, marketing and sales optimisation, and clinic management. 

Whether undertaken as a stand-alone programme for your FOH staff, created as a bespoke package to cover areas your feel needs urgent attention, or as part of a broader, and ongoing training and mentoring programme from AB Aesthetic Business Academy, we provide support and training that will guide your FOH to deliver excellence and increase profitability.

Experienced

Unique operational experience underpins support for clinic owners to create stand-out excellence in customer service, practice management, and Front of House.

Proven strategies

Decades of experience in developing optimal patient/client journeys, maximising patient conversion, retention and loyalty, and supporting staff to increase sales.

Business insight

Thorough knowledge of delivering customer service excellence in the beauty, spa, cosmetic surgery, hair transplant, and medical aesthetic sectors.

Proven Increases in Key Performance Indicators

A track record of developing clear, results-driven strategies to improve performance and Front of House efficiency.

What does the Master the Art of Front of House Excellence programme include?

The Master the Art of Front of House Excellence training programme includes thirteen modules taught during personalised, interactive, one-hour webinars, which can be delivered to single staff members or larger FOH teams, as required.

This experience-led programme, developed by ABACS founder Amanda Elbourne and Sonia Amergio, offers comprehensive training modules and topics designed to provide a well-rounded package for all staff with patient-facing roles. The goal is to empower those new to their roles, as part of an onboarding system, or to guide those with years of FOH experience to finesse and augment their operational, sales, and customer service skills, further developing clinic success and profitability through patient retention. 

Training can be undertaken as a whole, with all modules covered, or bespoke training packages can be created to include a selection based on relevant core and advanced training options, depending on staff experience and identified weaknesses in knowledge and performance. With each module targeting a particular area, the aim of learning is clearly and easily defined.

Topics include:

Understanding aesthetics

Developing strong foundational learning of the aesthetics industry: understanding treatments, patient expectations, and the clinic environment they represent.

The role of Front of House in clinic success

Understanding how FOH functions and underpins every aspect of clinic success, from financial performance to patient loyalty.

Aesthetics treatment overview

Understanding which treatments are at a high level and being able to communicate confidently with patients using non-medical language. Knowing how to direct enquiries to medical staff correctly and avoid giving clinical advice.

Delivering excellence: The art of delivering 5 customer service

Skills and mindset to consistently deliver outstanding service that sets the clinic apart in a competitive industry.

Perfecting and understanding your patient journey

Confidence and tools to design, deliver, and continuously improve a seamless, personalised patient journey that drives satisfaction, loyalty, and clinic growth.

Maximising patient retention and rebooking

Understanding the value of patient loyalty and gaining practical strategies to turn satisfied patients into long-term advocates who return again and again.

Effective communication and enquiry management

Building the belief, professionalism, and skill set needed to manage enquiries effectively and consistently convert them into confirmed bookings.

Clinic flow and operational mastery

Gaining the organisational, time-management, and coordination skills needed to ensure smooth operations to deliver a seamless patient experience.

Handling difficult situations and complaints management

Developing the confidence and resilience needed to manage complaints, cancellations, and challenging conversations while safeguarding the clinic’s reputation and maintaining professionalism under pressure.

Sales and selling: Opportunities for Front of House

The skills to confidently and ethically identify, present, and convert sales opportunities that support clinic growth while maintaining trust and professionalism.

Working in a clinical environment, CQC and compliance

Understanding the importance of compliance, professional standards and patient safety in a regulated clinical environment, with a focus on their responsibilities within CQC frameworks for England (and those of other devolved nations in the UK).

Front of House KPIs and performance

The knowledge and tools to understand performance metrics, including Key Performance Indicators (KPIs) and link their daily actions to clinic success, continuously improving through measurable outcomes.

Surveys and patient feedback

Learning how to effectively gather, interpret, and act on patient feedback to drive continuous improvement, strengthen reputation, and support regulatory compliance.

Clinic Managers can also benefit from our Master the Art of Front of House Excellence training programme, but we may recommend that they are better suited to enrolling in the training modules available as part of our Master the Art of Clinic Success programme.

Who is the Master the Art of Front of House Excellence programme for?

The Master the Art of Front of House Excellence Programme is perfect for:

  • Clinic owners and aesthetic medical professionals looking to expand their practice by recruiting FOH staff, perhaps moving away from virtual PA services or sole reliance on online booking tools, and towards developing clinic admin and operations support, patient-focused point of contact, and customer service roles.
  • Clinic owners with an existing FOH staff who feel their day-to-day operations, customer service, and sales provision are under-performing and wish to optimise for patient conversion, retention, growth and revenue generation.

  • Clinic owners who seek help with career development programmes, training, incentivisation, and staff retention for a high-performing FOH team.

Get in touch about Front of House Training

Our friendly team would love to hear from you. Training is provided via interactive workshops, if requested this can be delivered in clinic.

Download the course content and prospectus

For more information on the modules within the core and advanced packages of the Master the Art of Clinic Success training and our training team, please complete the form.

  • Master the Art of Clinic success - Core training Package
  • Master the Art of Clinic Success - Advanced Training Modules
  • ABACS Training Team