Welcome.
You are the first voice clients hear when they reach out to us. The way that conversation goes decides almost everything that comes after it.
Before anything else, here is the frame for this entire program.
You are the first voice a client hears when they reach out to ÊVO. Most people who call us are a little nervous. They are spending real money on something that sits on their face, where everyone can see it. Many have had work done somewhere else that they regret, and they are being careful about trying again. A few are calling on behalf of someone they love.
How that first call goes decides almost everything that comes after it — whether they trust us enough to book, and whether they trust us enough to actually show up. Bookings do not happen because you closed hard. They happen because the person on the other end felt they were in careful, capable hands, and that we would rather tell them the truth than tell them whatever closes the sale.
That is what you are learning to do here.
How this works
Fifteen short modules. Read each one, do the practice at the end, move on. Nothing is graded — you do not pass or fail. The feedback exists so you can hear yourself before you ever pick up the phone with a real client.
If something does not land the first time, re-read it. If anything here ever contradicts what Keysi has told you directly, trust Keysi and flag it.
One thing to keep in mind
ÊVO does not sound like a typical beauty studio. We are not loud. We do not push. We never say words like transformation, boss babe, obsessed, babe, or life-changing. We do not promise results. We do not oversell. We close by being trustworthy — calm, clear, and genuinely on the client's side.
Most of this training is about learning what we do sound like: how to ask better questions, how to say no without losing the call, and how to hold a conversation without sounding rehearsed.
One note before you start: ÊVO is launching phone as a channel. For most of our history, clients reached us by text and DM. You are helping us open a new front door. That means the calls you take are shaping how this works — so take your time, and treat every call as worth getting right.
When you are ready, hit Begin.
Before you begin
Enter the training code Keysi gave you. Your name and your results will be saved to her dashboard when you finish, so she can see how you did. You only need to do this once.
The brand.
What ÊVO is, who calls us, and how we sound.
ÊVO is a luxury permanent makeup and aesthetics house with two studios — Miami and Orlando — and an academy that trains artists to our standard. We are not a med spa, not a chain, and not the place anyone goes for a ninety-nine-dollar deal. The work is detailed, refined, and priced accordingly.
What we actually sell is harder to put on a menu. We sell trust, restraint, and results so natural they look like the client's own face on a very good day. Every service is built around realism — never overdone, never trendy, never harsh.
Who calls us
The typical ÊVO client is a woman or a man, usually somewhere between their late twenties and fifties. They have almost always done their research — sometimes for months, sometimes years. They have seen our work on Instagram. Some of them have had PMU elsewhere that they regret, and they are cautious. They are selective with their money, not because they don't have it, but because they care where it goes. Some save for this, or finance it.
What they want is simple: to feel safe, to know who is doing their face, and to feel that we are genuinely looking out for them rather than pushing a service. You will also take calls from people buying for someone else — a partner, a sister, a friend — and from returning clients booking a touch-up, which are usually quick.
How we sound
The voice in one line: warm, human, refined, quietly authoritative, emotionally intelligent, direct, premium. In plainer terms — a calm, intelligent friend who happens to know everything about PMU. We do not promise. We do not use beauty clichés. We close by being trustworthy, not by being pushy.
We sound like this
- “I'd love to help you figure out the right fit for you.”
- “Can I ask you a couple of questions before I recommend anything?”
- “That's a good question — let me walk you through it.”
- “Honestly, that's probably not the right service for you. Here's what I'd suggest instead.”
- “It's normal to feel nervous about that. A lot of our clients have felt the same.”
We do not sound like this
- “You're going to LOVE it!!!”
- “Trust me, you won't regret it.”
- “It's a total game-changer.”
- “Life-changing results, guaranteed.”
- “Hey babe / hun / girl.”
- “OMG yes, you NEED this.”
- Anything with three exclamation points
We don't say guaranteed, and we don't say you'll love it — not only because it sounds generic, but because we cannot guarantee a result on someone else's skin, and we never want to overpromise. The honest version always wins: “Most clients are really happy with their results, but every face heals a little differently. We'll go through everything at your appointment so you know exactly what to expect.”
D. Acknowledges the feeling without dramatizing it, slows the call down, and asks before it sells. That's the ÊVO move on every nervous-client call: ask first, recommend second.
A is the trap. It sounds professional and reassuring — but it pitches at her before knowing what she's afraid of, and the “strong reputation for fixing this” is a quiet promise of a result we can't guarantee sight-unseen. B uses “got you covered” and “girl,” the exact tone we avoid, and dismisses her story by calling it “common” in the wrong moment. C isn't wrong, but it routes to logistics before she's even told you what's bothering her.
C. Thanks her, names the policy honestly (the 15-minute window) and the reason behind it, and puts the decision where it belongs — Keysi confirms whether to hold the slot or reschedule. The “drive safely” keeps it human.
D is the trap. It feels generous and warm, but it sets up a much worse moment when she arrives 25 minutes late and learns we can't fit her in. Better she knows now. A and B are the two opposite failure modes: A performs warmth, B reads cold and corporate. Neither is us.
C. Honest range, names the variables, routes the detail into the appointment where it belongs.
B is the trap. It sounds informed and helpful, but anchoring on “closer to two years” is a quiet guarantee — the kind of thing clients hear and forget the aftercare caveat on. We give the range, not the headline number.
B. Cold feet a day or two out is genuinely common, and most of these clients don't actually want to cancel — they want a reason to keep going. B introduces you by name, normalizes the feeling, asks the diagnostic question, and closes on the most reassuring fact: nothing is done until they approve the shape.
D is the trap. It sounds kind and accommodating — but it treats this as a logistics problem when it's an emotional one, and it gives her a clean exit before you've even asked what's wrong. Most of these clients keep moving the date and never come in. A accepts the cancellation instantly; C turns an emotional moment into a transaction.
The team.
Who does what — so you know who to book and who to loop in.
Knowing the team is not about memorizing titles. It is about routing — when a client describes what they want, you need to know within the first thirty seconds which artist they should book with, and whether what they're asking for is even something we offer.
Read these once, then use them as a lookup. Two quick notes first. Throughout this training, “you” is you, Anna — the concierge on the call. And one easy mix-up to get ahead of: you are Anna; Ana (one ‘n’) is our junior artist. Two different people, one letter apart — when you see “Ana” in this training it always means the artist you route clients to, never you. We always refer to clients as they / them, because we serve men and women equally.
Keysi is the founder of ÊVO and our master artist, with 6+ years of experience. She performs Signature ÊvoBrows, ÊvoBrows Combo, Men's ÊvoBrows, and ÊvoLips. Nearly all of the work you see on our Instagram is hers — it is what built the brand.
She handles annual touch-ups for her own existing clients (currently $650, one session).
Languages: English, Spanish, and Portuguese.
When to book / loop in: Returning brow clients of hers. New clients who specifically ask for the founder, or whose case is complex. High-trust referrals.
Natalia is our lead ÊvoBrows artist in Miami. She performs Signature ÊvoBrows, Men's ÊvoBrows, and light combo work. Her results are excellent — when a client wants a more accessible price than the founder's, Natalia is not a downgrade, she is a genuinely great artist at a different tier.
Languages: English; understands Spanish but doesn't speak it.
When to book / loop in: New brow clients in Miami who want an experienced artist at a more accessible rate. Her own returning clients. Clients Keysi can't fit. Annual touch-ups from Keysi's list for clients who can't meet the founder's rate.
Indira handles Powder Brows, Lash Line Enhancement, Saline Removal, and ÊvoLips (lip blush and dark-lip neutralization).
Important: Indira's services do not include a refinement session. All her touch-ups are $199 flat (powder, lip, lash line) and billed separately. This is the opposite of our core brow services and Keysi's ÊvoLips, where the first refinement is included — be very clear about this on the call.
Languages: English and Spanish.
When to book / loop in: Anyone asking for powder brows, lip blush, dark-lip correction, lash line, or saline removal of old PMU.
Kayla is based in Miami and performs our stretchmark and scar revision using inkless rejuvenation — no pigment, fine micro-channels that prompt the skin to rebuild and blend. Sold as a 2-session or 3-session package depending on the case.
The exact package is decided after an in-person assessment. First area is full price; additional areas are discounted.
Languages: English only.
When to book / loop in: Anyone calling about stretchmarks, c-section scars, surgical or injury scars, or general scar revision.
Ana is a junior brow artist trained in the Signature ÊvoBrows technique, and she does lash extensions. She is our go-to for Spanish-speaking clients who'd be more comfortable having their consult and appointment in Spanish.
Pricing: in Orlando (from end of June), Signature $550 / Combo $650. In Miami, while she builds her portfolio, Signature $350 / Combo $450 — this rate exists for clients who want ÊVO but aren't ready for our higher tiers. Once her portfolio is built, Miami pricing rises to match Orlando.
Languages: English and Spanish.
When to book / loop in: Spanish-speaking clients; lash-extension clients; Miami brow clients who need a lower tier than Natalia; Orlando brow clients on the days Ana is available there.
Rose runs much of what holds the day together behind the scenes — client follow-ups, communications, and the operational side of the studios.
When a lead doesn't book on the call, they get passed to Rose for follow-up. When something operational comes up that isn't yours to handle, she is your first call.
Languages: English only.
When to hand off: Follow-up for clients who said they'd “think about it”; operational questions (schedules, intake, retainer flow); anything that needs tracking across days rather than within one call.
Taina handles the Miami studio in person — keeping it stocked and ready — and shoots all of our studio and work photography.
Taina does not handle calls or client communication. That part is yours.
Languages: English and Spanish.
What she covers: Studio readiness, and flagging clients who've agreed to be photographed so she can plan content. She is the on-site and visual side, not a point of client contact.
Quick routing
- Brows, returning client → their usual artist (Keysi or Natalia, sometimes Ana)
- Brows, returning client wanting a lower rate → Natalia, or sometimes Ana
- Brows, new client, wants the founder or a complex case → Keysi
- Brows, new client, Miami, price-sensitive → Natalia first, then Ana if there's pushback on price
- Brows, Orlando → Ana (from end of June)
- Lip blush → Miami: Keysi · Orlando: Indira (until Indira opens her Miami schedule)
- Powder brows / dark-lip neutralization / lash line / saline removal → Indira
- Stretchmarks or scars → Kayla
- Lash extensions → Ana
- Spanish-speaking and more comfortable in Spanish → Ana
- Unsure → take the inquiry, route to the online ÊVO assessment, and loop in Keysi
A. Miami lip blush → Keysi (includes touch-up). Orlando lip blush → Indira (touch-up billed separately). Location decides — and the touch-up note matters.
B is the trap. It sounds right because Indira does specialty work, but it skips that Keysi covers Miami lip blush right now and that the included touch-up is different between them. C ignores the touch-up difference entirely. D is wrong — Keysi covers Miami lip blush, not all of it.
B. Lead with financing, then offer a real artist tier honestly — not a discount. Order matters: financing first, then Ana's portfolio rate.
D is the trap. Technically true and skips a step — but jumping straight to the junior tier shortcuts past Cherry, which is the move that often keeps clients with their first-choice artist. C hints at a special arrangement, breaking the no-discount rule even if you never follow through. A is honest but ends the call.
Kayla. C-section scars are exactly her inkless rejuvenation work, sold as a 2- or 3-session package decided after an in-person assessment. You're not selling the package on the call; you're routing her to the online ÊVO assessment.
C is the trap. Keysi is the master artist, so defaulting to her for “complex” cases sounds safe — but scars are a different service line entirely. Indira does PMU specialty work, not scar revision. We absolutely do offer this (D).
A. Answers honestly, names what we do focus on, and leaves a door open for a real need — without switching or bluffing.
C is the trap. It sounds professional and forward-looking — but “that may change” quietly promises a future service we haven't decided on. Never imply we'll add anything unless Keysi has said so.
The services.
Everything we offer — and how to tell the techniques apart.
This is your reference. You don't need to memorize every detail by tomorrow — but you do need to answer the most common questions confidently, and to know when something isn't yours to answer.
If a client asks something this module doesn't cover, the move is to place them on a brief hold while you get the answer — never “let me get back to you because I don't know.” More on that in the Phone Call module.
The brow techniques, side by side
The question you'll field most often is some version of “what's the difference?” Here is what each brow technique actually looks like, all from our own work. The short version: Signature is individual hair strokes; Combo adds soft shading behind the strokes for more density; Powder is a soft, makeup-like finish with no strokes at all.
A worry you'll hear constantly: “will the color turn blue or grey like microblading does?” The honest, reassuring answer is no. Because our technique works shallow, with very fine needles, the pigment fades cleanly over time — it simply gets lighter and eventually disappears, rather than shifting color the way deeper, older techniques do. Use this whenever color comes up.
Beyond the brows — everything else we offer
Clients will call about these services without always knowing what they are or what they look like. Walk into each call assuming the person on the other end has a vague idea at best. Your job is to describe what the service actually does, what it looks like when it's done, and who performs it — in our voice, not industry jargon.
ÊvoLips — Lip Blush
A soft tint that wakes up the natural color and shape of the lips. Not a lipstick look — lips that look like their best, well-rested version of themselves. Wonderful for clients whose lips have lost color, look uneven, or simply want a defined, naturally tinted result that holds up without makeup.
Who: Miami → Keysi ($949, touch-up included). Orlando → Indira ($849, touch-up $199 billed separately). Don't offer Keysi for an Orlando lip blush; don't offer Indira for a Miami lip blush until her Miami schedule opens.
Dark-lip neutralization is a related service for clients with naturally dark or uneven lip pigment — the artist neutralizes the underlying color first, often over multiple sessions, before any blush color goes on. Route these to the online assessment so Indira can judge the case.
Lash Line Enhancement
Indira's most subtle service. It's a very fine line of pigment placed between the upper lash hairs — not on top of the lid, not a winged liner. The effect is that the lashes look denser and darker without anything actually being “on” the eye. Most people can't tell it's PMU at all; they just notice the client's eyes look more defined.
Clients who love this: anyone who's tired of putting on eyeliner, who has sparse or pale lashes, or who wants a quiet upgrade to their daily face without a makeup look. $749 with Indira, touch-up $199 billed separately.
Saline Removal
For old, unwanted PMU — usually microblading or older powder work that's faded into a grey-blue or gone patchy. Saline removal uses a saline solution worked into the skin to lift pigment back out over a series of sessions. It's slow, it's not always complete on its own, and we'll often recommend 1–2 laser sessions afterward with a trusted laser specialist to finish the job.
This isn't a magic eraser, and clients should know that. We're honest about it: removal is a process, not a single appointment, and how much comes out depends on what's in the skin. The win is that once it's done, they have clean canvas to work with — either to leave bare, or to do new work on properly.
Indira does this. $199 per session, or $549 for a 3-session package (the better value for most cases). Almost always, the right first move is the online assessment so Indira can see what we're dealing with.
Lash Extensions
Different category from everything else in this list — lash extensions are not PMU. They're individual synthetic lashes applied to your natural lashes one at a time, by hand, to add length and volume. The result lasts roughly 2–3 weeks before clients come back for a fill, and there's no healing process or downtime.
Two styles to know:
This is Ana's service. Lash extensions are a different skill set from PMU and we offer them because they pair beautifully with what we do — a lot of our brow and lip clients want their eyes finished too. Retainer for lashes is $100.
Inkless Rejuvenation — Stretchmarks & Scars
The service most people have never heard of and the one most clients are quietly desperate for. Kayla performs an inkless technique — no pigment involved — that creates fine micro-channels in the skin around stretchmarks and scars. The body responds by laying down new collagen, which softens the texture and blends the tone with the surrounding skin over the following weeks.
It works on c-section scars, surgical scars, injury scars, and most stretchmarks (the older and lighter, the better the result). It is not a single-session miracle — results build over a 2-session or 3-session package, decided after an in-person assessment. The first area is full price; additional areas are discounted.
What to tell a client on the phone: this isn't tattoo cover-up and it isn't laser. It's a way to help the skin remodel itself so the marks become less visible — not invisible. Honest framing wins these calls. Kayla works out of Miami. Route all scar and stretchmark calls to the online assessment so we can see the case. Pricing depends on the area and severity.
Service notes worth knowing cold
- Signature, Combo, and Men's brows include the refinement session (6–8 weeks after the initial). Keysi's ÊvoLips includes a touch-up too. These are the only services where the touch-up is included.
- Powder brows, lip blush, dark-lip neutralization, lash line, saline — Indira's services — bill touch-ups separately. Memorize that line.
- This is not microblading. We don't work deep and we don't use patterns. ÊvoBrows is Keysi's own technique, custom to each client's natural brow direction, far gentler than traditional work.
- Dark-lip neutralization is often a multi-session process — route these to the online assessment so Indira can judge the pigment level.
- Saline removal lifts old, unwanted PMU; we usually advise 1–2 laser sessions afterward for the best result. Botched prior work goes to the assessment first.
- Kayla's inkless work is not PMU and not laser. No pigment, no heat — the skin remodels itself.
D. Explains the real difference, then routes to the assessment where the recommendation actually happens.
B is the trap. It sounds confident and helpful — but it ranks one service above the other, which damages Indira and her clients. We don't sell techniques as better-than/worse-than; we explain them and route.
B. The rule to be solid on: Indira's services don't include the refinement. Saying anything else sets the client up to feel cheated later.
D is the trap. Correctly says touch-ups aren't included — then invents a courtesy rate that doesn't exist. Half-right is dangerous: the client will hold us to it. C similarly invents a promo. Never make up policy on the call. A is just wrong.
C. Matches the healing graphic exactly. Knowing this cold defuses the most common day-after panic text instantly.
A is the trap. It sounds responsible — offering to look at a photo — but it treats normal healing as a maybe-problem. Asking to see the brows tells her there might be something to see, which feeds the panic. The right move is reassurance with specifics; the photo isn't needed at all on day one.
D. Old grey-toned PMU is one of the most common reasons clients call. The answer is genuinely “it depends,” and the only way to know is to see the brows — route to the assessment.
C is the trap. It sounds responsible — running it past the artist before quoting — but the right next step (the assessment) doesn't require artist input. Saying “let me check and call you back” just makes us sound disorganized and pushes the client to ask for the artist directly. A is a promise sight-unseen; B is wrong on the facts.
The pricing.
Every number you need — and the rules for when to give them out.
The most important thing about pricing at ÊVO: we don't quote a flat number cold. Brow pricing depends on the artist tier and the complexity of the case — and a client calling in hasn't been seen yet. A number quoted blind often becomes a different number after the assessment, and that's a hard conversation to walk back.
So the move on any pricing question is: greet, get their name, explain that pricing depends on the complexity of their case and the artist, give the range, and route them to the online ÊVO assessment. Fixed-price services (lip blush, lash line, saline, powder, Kayla's packages) don't change with complexity — you can quote those directly.
Every number below is current as of this writing, but accurate pricing always lives in our booking software, and the ÊVO assessment determines the exact quote for a given case. If you need to look a number up mid-call, stall gracefully with a question or two, and if needed: “I can surely get that for you — please allow me a moment.” Never say “let me get back to you because I don't know,” and never offer to have the artist call them back.
Brow pricing by artist
Specialty & body services
Refinement vs. annual touch-up
Two different things, and clients confuse them constantly. The refinement session is the included touch-up on core brow services, done 6–8 weeks after the initial. The annual touch-up is what clients book later — roughly once their result is 8–18 months old — to refresh a healed result. Annual touch-ups are always paid. (Keysi's existing clients: $650 flat.)
Financing — Cherry
We offer interest-free payment plans through Cherry. When budget comes up, financing is your first move — before any talk of a different artist tier. The flow, in order:
- Offer interest-free financing (Cherry) first. Send the pre-approval link; it doesn't affect their credit to check.
- If they want an experienced artist but balk at the founder's price, route to Natalia — our lead artist ($550 / $650).
- Offer financing again if it would help at Natalia's rate.
- If $550 is still too much, Ana's Miami portfolio rate ($350 / $450) is the option of last resort — same technique, same training, a junior tier. You may offer it on the first call once financing and Natalia have been exhausted.
There is no standing discount, ever, and no special arrangements. Financing and the artist tiers are how we make ÊVO accessible — not by cutting a price. If a client pushes for a discount, the answer is a calm, direct no, followed by the financing and tier options above.
A. Name first, then frame that price depends on case and artist, give the range only if it helps, and route to the assessment — while opening a real conversation.
D is the trap. It anchors on the lowest number, $350. The client now expects $350 and is surprised when the assessment comes back at $550 or $1,199. C is the same mistake at the full range. B is a guess that gets repeated back later.
B. Two distinct things: the refinement (included, 6–8 weeks) and the annual touch-up (paid, roughly once a year).
C is the trap. Correctly distinguishes the refinement from the annual — then invents a “reduced rate for coming in earlier” that doesn't exist. Half-right is worse than wrong, because the client will hold us to it. D punts on something you can fully answer.
D. Financing first, then Natalia, then financing again, then Ana's portfolio rate as the last resort. Ana's rate is the floor, not the opening move.
C is the trap. Feels client-friendly — we'd rather book them than lose them — but skipping straight to $350 trains clients to lowball and skips two steps that often work. A breaks no-discount; B sends a paying client away and invents a hold we don't offer.
Healing & aftercare.
The number-one client worry — answered the same way every time.
Healing is the single most common thing clients worry about — before booking and after their appointment. By volume, “will it look obvious while it heals” and “why do they look like this now” are the questions you'll field most. You need this cold.
The good news is that our technique is gentle and minimally invasive, so visible healing is short and there's essentially no downtime. The even better news is that we have a clear, honest picture of exactly what happens day by day — the same graphic we give clients. When your words match what they're looking at, panic evaporates.
ÊvoBrows — healing stages
ÊvoLips — healing stages
Lips follow the same emotional arc as brows, just more dramatic at the start: real swelling on day one, then very dark, then a peeling phase where the color looks like it's disappearing. Tell lip clients this before they leave — the “why are they so dark / why is the color gone” texts are guaranteed, and they're a normal part of healing.
The aftercare you must know
You don't perform aftercare, but clients will ask you about it constantly, so know the essentials. These match the cards we send home in the aftercare kit.
Brows, the short version: pat away any oozing with the kit pads for the first 5–10 minutes; 1–2 hours later, gently wash with two drops of the cleaning solution in the direction of the hair (no scrubbing, no circles), rinse, pat dry, apply a tiny amount of balm. Morning and night for 7 days. For two weeks: no makeup on the brows, no soaking them, no pool, sauna, or sweaty exercise, no direct sun, no laser or peels, and avoid exfoliating or acid cleansers (AHA, lactic, glycolic) — those cause fading. Sunscreen from day 10 onward protects against fading.
Lips, the short version: pat for the first 10 minutes, ice for swelling, then the same gentle wash-and-balm routine, morning and night for 5 days, keeping lips moisturized throughout. For five days: no hot showers, steam, sauna, or jacuzzi, no makeup on the lips, no picking, and drink through a straw. Sunscreen from day 10.
We check in twice, and they're different. The first is the two-week post-procedure check — making sure healing went well. The second is a longevity check around the 8-month mark, to see how the work is holding up; the paid annual touch-up usually falls somewhere in the 8–18 month window, sometimes longer. Don't conflate them.
Clients should avoid coffee before their appointment — it increases sensitivity. (After the procedure is a different story — we're happy to make them a coffee in studio if they'd like one. More on that in Hospitality.)
D. Names the exact stage from the healing graphic, explains why, reassures with specifics.
A is the trap. Offering to look at a photo sounds responsible — but you don't need one. Days 5 to 10 looking patchy is universal, not case-by-case. Asking for a photo tells her there might be something to see, which feeds the panic. B punts a question you can answer; C reassures with nothing.
A. Honest and reassuring — darker for a few days, a light flaking phase, no real downtime. This unlocks a lot of bookings.
B is the trap. Sounds careful and accommodating — but it casually mentions brow makeup, and we tell clients no makeup on the brows for two weeks. A trainee absorbs that contradiction. C overstates the downtime; D overpromises.
B. The two-week check confirms healing; the ~8-month check looks at how the work is holding up. The paid annual touch-up usually lands in the 8–18 month window — it's separate from the heal check.
C is the trap. It blends the longevity check and the paid annual touch-up into one thing — they're separate. The 8-month check is a complimentary look at how it's holding up; the annual touch-up is a paid service that follows when the client is ready, often months later.
The phone call.
A six-step flow that works for almost every inquiry.
This is the muscle we're building. ÊVO is opening phone as a channel, so these calls are new for the brand — which means the flow matters even more. Most calls follow the same arc. If you know the arc, you stop scrambling for what to say next.
Open every call the same way
Then, after they ask their first question and before you answer it, capture the name:
Use their name once mid-call and once near the close. Not five times — that gets strange.
The six-step flow
- Greet & capture the name. The two lines above.
- Discover. Before you recommend anything, find out what they actually want. “Tell me a little about what you're thinking — have you had anything done before, or is this your first time?” Slow it down. Don't pitch in the first thirty seconds.
- Match. Route them to the right artist and service based on what they've said. If you're unsure, that's fine — the assessment exists for exactly this.
- Address concerns. Pricing, healing, pain, fear of bad work — handle whatever comes up directly. Don't sidestep questions you can answer; don't oversell.
- Soft close. Don't push — invite. “I can get you on the calendar, or send you the booking link and our online assessment so you can take a moment and come back when you're ready.”
- Hand-off or follow-up. If they book, confirm what's next (retainer, what to bring, location). If they don't, pass them to Rose for follow-up with one line about their situation.
Three habits to build
- Pauses are fine. Take a beat before answering something complicated. It sounds thoughtful, not rehearsed. ÊVO is not a call center — we don't rapid-fire.
- If you need to look something up, hold the confidence. Place them on a brief hold: “I can surely get that for you — please allow me a moment.” Never “let me get back to you because I don't know,” and never offer to have the artist call them — that makes clients lose confidence and ask for the artist directly.
- Keep hot leads on the line. If someone's ready, don't let the call end without either a booking or the assessment link sent. Artists travel between studios, so same-day is rare — but it sometimes exists, and you can check live while they're on the phone.
B. Greet, capture the name, frame the pricing, route to the assessment, open a real conversation — the whole flow in one breath.
D is the trap. Honest, the lowest number is real — but anchoring on $350 sets a wrong expectation for any client who ends up with Natalia or Keysi. A throws the full range cold; C is a guess that gets repeated back.
A. Hold the confidence with the concierge. A brief hold keeps you as the trusted point of contact.
B is the trap. It sounds responsible — promising a thorough answer later — but it ends the call without resolving it, and now the artist has to call. That trains clients to skip past you and ask for the artist directly. We don't offer artist callbacks. C invents an answer; D pushes the client past you.
B. Leads who don't book on the call go to Rose for follow-up. The one-line note matters — without it the next message lands generic.
A is the trap. It sounds proactive — following up is what we said to do — but three texts in two days is the opposite of our follow-up rule. The rule is at least four touches with value, pivoting the angle — spaced out, not rapid-fire. C breaks no-discount; D wastes the lead.
Writing to clients.
The same voice, in text — plus the follow-up rule.
The phone is the channel we're building, but a lot of ÊVO still happens in writing — texts, WhatsApp, DMs, booking links sent after a call. Whether written follow-up sits with you or with Rose, you should be able to write in the ÊVO voice, because you'll often send the booking and assessment links yourself.
Written voice is the same as spoken voice, just tightened: warm, clear, refined, never performing. The two traps are equal and opposite — the bubbly, emoji-heavy “hey babe!!” message, and the cold, automated-sounding one. ÊVO lives in the calm middle.
We sound like this
- “Hi Maria, it's Anna at ÊVO. Lovely speaking with you — here's the booking link and our online assessment whenever you're ready.”
- “Thank you for sending your photos. Your case looks like a great fit — I'll send a couple of examples of similar work.”
- “No rush at all. The link will be here whenever you'd like to move forward.”
- A single, well-placed warm note — an occasional smile is fine when it's genuine.
We do not sound like this
- “Heyyy babe!! ✨💖 soooo excited for you!!!”
- “This is an automated message. Reply Y to confirm.”
- Five emojis in one text
- “You're going to be OBSESSED” / “it's life-changing”
Greeting and name capture, in writing
The DM version of the phone open. When someone messages cold:
Then handle their question the same way you would on a call — photo first for any brow case, range and assessment for pricing, never a flat cold quote.
The follow-up rule
When a lead doesn't book, they aren't closed — they're in follow-up. Our rule: at least four points of contact before closing out a lead, and each one has to offer something of value, not just “are you still interested?” Pivot the angle each time based on what they have and haven't responded to.
- Touch 1 — deliver. Send what you promised on the call: the booking link, the assessment, a couple of photos of relevant work.
- Touch 2 — reassure. Address the specific thing they hesitated on — a healed photo for the nervous client, a financing note for the budget-conscious one.
- Touch 3 — new angle. Something they haven't seen: a different artist tier, a relevant before-and-after, the fact that the Orlando studio is open if distance was the issue.
- Touch 4 — gentle close. A warm, no-pressure note that leaves the door fully open. If there's still no response, hand off to Rose's longer cadence.
Photo-first is the habit that makes written triage work, especially for returning clients: “Could you send a close-up of your brows with nothing on them? Once I see how they've healed, I can tell you the best next step.” That one photo decides whether it's a refinement, an annual touch-up, or a full new session.
A. Four touches minimum, each one giving something of value and pivoting the angle.
C is the trap. Resending the link feels harmless and polite — but it's still just “here's the link” with no new value, which is what the follow-up rule says not to do. Every touch should give them something new to consider.
D. Photo first. It decides whether this is a refinement, an annual touch-up, or a full new session — and what to quote.
C is the trap. It sounds careful — checking with the artist before responding — but the decision is made from the photo, not from the artist. Punting it pushes the client past you.
A. Warm, specific, useful, signed off — and it sets up the next helpful touch (prep notes).
B is the trap. It looks reasonable next to A and feels professional — but “you're going to love your results” is the exact kind of guarantee we don't make. The brand voice is warm without promising. C and D are the bubbly and robotic extremes.
The FAQs.
The questions you'll get nearly every day. Get these to second nature.
These come up on almost every inquiry. You don't need to memorize the answers word for word — you need to know what the right answer looks like and what's off-limits. For each, try writing your own first, then reveal the model. Comparing your draft to the model is how you find your own voice fastest.
Honest, calm, and not scary — this question loses leads when it's answered badly.
We frame it as tolerable without promising it'll feel like nothing. Note the technical truth to know: we don't numb for hair strokes (Keysi) or lip blush; Indira does use numbing for her services. Don't over-describe pain — an overly cautious answer scares people off something that's genuinely fine.
The annual touch-up mention is intentional — it sets the expectation that PMU has a maintenance cadence, which makes the eventual fade conversation easier, not harder.
Use the premium answer — confident, specific, never trashing microblading.
You don't have to put microblading down. You explain why ÊvoBrows is more advanced — shallower, custom, and clean-fading — and you answer the color-change worry in the same breath.
A real and common worry for blonde and light-haired clients.
Gives a real piece of information (custom matching, conservative-first), a vision they can hold, and the safety net of the refinement session. Offering to send a couple of photos of similar blonde clients is the natural close.
Usually fear, occasionally testing for a refund policy. Don't promise, don't dismiss.
Notice what it doesn't say: no refund, no “you'll love it.” It gives the process — approve-before-we-start and the refinement — which is what actually calms the fear.
Explaining why (artists travel, time blocked per client) communicates the standard without rejecting them. For a hot lead, check live and keep them on the phone until they book or get the assessment link.
The objections.
How to hold the call when they push back — without pushing back.
The word “objection” makes it sound like a fight. It isn't. When a client raises a concern, they're usually asking permission to keep talking. Your job is to name the concern, give one real piece of information, and offer one next step — then let them decide. The mistake most people make is rushing past the concern to keep selling. We do the opposite.
D. Acknowledge, explain the value honestly, then offer the real levers — financing first, then artist tier.
B is the trap. “An investment in yourself” is the kind of line that sounds confident and on-brand for premium services everywhere — but it's an empty cliché clients can smell, and it doesn't give them a single concrete option. A is honest but kills the call; C breaks the no-discount rule.
D. “Don't worry” makes a scared client feel unheard. Naming the fear and treating them as someone making a careful decision is what calms them — then move into real diagnostic questions.
C is the trap. Sounds responsible — route her to the assessment, which is normally right — but with a scared client, going straight to the link skips the human moment she needs first. Lead with conversation; the assessment comes after she's felt heard.
B. The “no licensing standard” framing is true and reframes price as a quality signal. “What feels safe to you should win” sounds confident because it doesn't beg.
D is the trap. Sounds confident and unbothered — we know our value, we won't compete on price — but it's slightly dismissive, and sends a price-comparing client out the door. Confidence without explanation reads as ego. A is fine but defensive; C trashes competitors.
C. Honors the time they asked for, gives them something of value (portfolio), opens one warm diagnostic question without pressure, and explicitly hands them the lead. The “there may be something we can help with” line is the move — it invites the real objection (price, fear of results) so we can address it, while clearly leaving the door open if they're not ready.
B is the trap. It does the same diagnostic move but without giving anything first and without the warm out. "What's holding you back?" alone can feel like a sales push. The correct answer asks the same question, just after delivering value and after explicitly respecting their timing — that's what makes the difference.
C. Normalize the travel, frame the “no” as care, and offer real relief — Orlando is open, and it's only the initial plus refinement, then the annual.
D is the trap. It sounds helpful — offering to check rather than refusing — but artists don't travel for appointments, and even asking implies it's possible. Never float something we don't do. A is condescending; B is correct but cold.
Name what they said so they know you heard it. Give one real piece of information that addresses it. Offer one clear next step. That's the entire structure of every objection on this page.
Real scenarios.
Four full calls. Walk each one turn by turn.
The earlier questions were isolated. Real calls are messier — clients change direction, raise several concerns, and drop a detail halfway through that changes what you'd recommend. The point here is to feel how a call moves. Pick a response at each turn; some are clearly more ÊVO than others.
B. Acknowledge, validate without dramatizing, ask the diagnostic question. The worst move is rushing into a pitch.
C is the trap. Feels like a thoughtful response — she's done her research, so jump into the service — but it skips past the nervous part to start selling. She told you she's nervous; that's the thing to handle, not the service. A asks a closed question too early; D dismisses.
A. Real information, a vision they can hold, and proof (a few photos from our portfolio). That last move is the closer — they need to see, not just hear.
B is the trap. It sounds tailored and helpful — matching her to the right artist — but it invents a tier preference for blondes that doesn't exist, and it shoehorns the price-sensitive Ana into a conversation that isn't about price. Don't route by hair color. C promises; D trashes other work.
D. Frames price by case and artist, gives the honest range, and routes to the assessment without pre-naming an artist before the assessment matches her with one.
C is the trap. It feels honest — giving the full range — but throwing $500–$1,200 cold creates sticker shock without context, and it doesn't route to the assessment where the real number is set. A is curt and defensive; B subtly downgrades everyone but Keysi.
A. Respects their timing, delivers what you promised, gives two ways back, gets the follow-up number.
C is the trap. Sounds accommodating — offering to hold a spot — but we don't hold slots without a retainer, and informally promising one creates a conflict later. Soft pressure dressed as kindness is still pressure. B pressures openly; D is fine but doesn't capture the follow-up number.
C. Normalize it, explain the color shift, give the honest “it depends,” and route to the assessment first — botched prior work always goes to the assessment before any artist is involved.
D is the trap. Sending photos of similar cases feels useful and reassuring — but every botched-work case is different, and showing her examples sets an expectation we can't promise to match. The assessment comes before the proof. A overpromises; B steers to a service we don't lead with.
A. The online assessment and the virtual consultation are both complimentary — say so plainly without invoiking the word “free,” which isn't in the ÊVO register.
B is the trap. Sounds professional and clarifying — assessment free, you only pay if you book — but that's already true of every service we offer, and saying it that way subtly implies the assessment could have a cost. Just say it's free, full stop.
D. Validate the worry, correct it with real information (all skin types, depth control), and set an honest expectation (slower heal, refinement softens it) without scaring them off.
C is the trap. It sounds responsible — defer to the photo before answering — but the answer to “can hair strokes be done on oily skin” is yes, on every skin type. Asking for a photo before reassuring her makes a confident answer sound uncertain. A pushes her off the service she wants; B dismisses.
D. Confident and honest — same goal, planned-for healing, refinement built in — without a guarantee we can't make.
C is the trap. Sounds informed and specific — quantifying the difference — but “90%” is a number we made up to sound precise, and clients will hold us to it. Never invent percentages.
A. Names that this is the most common male concern, explains why the technique solves it (sparse, directional, natural), reassures clearly, and asks a diagnostic question.
B is the trap. It sounds reasonable and reassuring — but “most clients are happy once they see the results” is a soft promise about a result, and “quite refined” doesn't directly answer his worry about looking obvious. He needs to hear that nobody will be able to tell. C proposes the opposite of what he wants; D dismisses.
C. Explains the real difference for his situation, then routes to the assessment rather than guessing.
B is the trap. Sounds collaborative — let him decide — but the choice between Signature and Combo isn't a preference, it's a judgment about his brow density. Punting it to him puts the decision in the wrong hands. D offers an artist callback, which we don't do.
Booking & eligibility.
Retainers, cancellations, and who we can't book.
Two things live here: how retainers and cancellations work, and who we can and can't book. Both protect the client and the studio — and both are things a client may have already read on our website, so your answers have to match it exactly.
Retainers
A retainer secures the appointment and is applied toward the balance of the treatment. The amount depends on the artist:
Cancellation & no-show
This is our published policy — know it word for word, because clients can read it too:
- The retainer is non-refundable and non-transferable.
- Reschedule or cancel at least 72 hours before the appointment to avoid an early-cancellation fee of $250.
- Cancellations within 72 hours incur the $250 fee.
- No-call no-shows and same-day cancellations are charged the full cost of the service to the card on file — no exceptions.
Running late
We hold a 15-minute courtesy window. If a client is running later than that, it usually means we have to reschedule so the appointment doesn't run into the next client — but that's a judgment call, so check with Keysi before telling the client either way. The tone is warm and clear: thank them for the heads-up, name the window and the reason, say you'll confirm and come right back, and wish them a safe drive. Never “get here when you can” — it sets up a worse moment when they arrive and we can't fit them in.
If a client turns out to be in a do-not-book medical situation (for example, they're pregnant or nursing and didn't realize it disqualifies them), we don't simply keep the retainer and walk away. We reschedule or cancel and apply the retainer to their account balance for a future booking once they're cleared. This is a goodwill exception — the standard policy above still stands for ordinary cancellations.
Who we can't book — the eligibility list
Some conditions are a hard stop. Some just need time to pass. Some need Keysi's approval first — usually with a photo. If any of these come up, you don't quietly book and you don't make up the policy on the spot. You either decline kindly, set the timing, or route for approval.
Hard stops — we don't book
- Pregnant or nursing
- Under 18 (no parental override)
- Hepatitis or other communicable disease
- Undergoing chemotherapy, or within the last 6 months
- On blood-thinning medication
- Acne, dermatitis, psoriasis, eczema, or active irritation on the treated area
- Recovering from a lid lift or laser eye surgery
Timing holds — book once enough time passes
- On antibiotics — wait until 1 week after finishing
- Botox in the area — wait 2 weeks
- Accutane — wait 6 months
- Alcohol — none for 48 hours before
- Coffee — none the day of (pre-care)
Needs Keysi's approval first
- Any prior work on the area (send a photo)
- Diabetic
- Over 75
- Currently on prescription skin or acne medication
- Severe skin allergies
- Anything you're unsure about
The wording for a hold or an approval is gentle and never alarming: “There are a couple of things we just need to confirm before booking — let me check and I'll get right back to you.” For a hard stop, decline kindly and offer a path back where one exists (e.g. “we'd love to see you once you've finished breastfeeding”).
C. Antibiotics are a timing hold, not a hard stop — wait one week after finishing, then book. Frame it as care, set the date past the window.
B is the trap. It sounds like a polite middle path — book now, sort it out at the appointment — but that puts the client (and the artist) in a hard spot at the studio, and risks a wasted trip. Eligibility decisions are made before booking, not at check-in. D invents an overly strict window.
A. Within 72 hours = the $250 fee, and the retainer is non-refundable and non-transferable. The full-service charge applies only to no-shows and same-day cancellations.
B is the trap. It sounds kind — offering to ask for a waiver — but it teaches the client to expect exceptions, and it commits Keysi to a decision before she's made it. Stating the policy clearly is the kindness. C promises a free transfer; D applies the wrong tier of the policy.
B. Pregnancy and nursing are a hard stop. This is the medical exception to the retainer policy — we apply it to her account for a future booking rather than keeping it. Decline kindly with a clear path back.
C is the trap. Deferring to a doctor sounds responsible — but pregnancy is a policy hard stop, not a medical gray area we ask the doctor to settle. Sending her to her doctor implies it's their call when it isn't. A and D both miss the exception.
In-studio hospitality.
The quiet, considered service that justifies the price.
Most of this training is about the call. This module is about what happens when the client actually walks in — because the experience is part of what they're paying for. The standard is simple to say and harder to live: every client should feel like they're receiving a quiet, considered, million-dollar service. Not flashy. Considered.
If you're ever the one greeting clients in studio, this is the ritual. Even if you're phone-only, knowing it lets you set the expectation on the call — “when you arrive, we'll get you settled and bring you something to drink before we begin.”
The arrival
Greet them by name, warmly and without rushing. Get them settled. Then offer a beverage — this isn't an afterthought, it's the opening of the experience. Present it properly: on a tray, with their drink in a branded ÊVO glass or cup, a small chocolate on the side, and a sealed bottle of water alongside.
The house menu
We have a full house menu of espresso, milk pours, fine teas, prebiotic sodas, and light bites. The menu itself is a small object in the brand: matte black, deboss, the ÊVO mark on the cover, “The Experience Begins Before the Work” on the back. Bring it to the client when they're settled and let them choose.
What's on it:
- The House Pours — espresso, Americano, cortadito (a Miami classic: espresso with a touch of steamed milk).
- The Milk Pours — latte, and the ÊVO Indulgence (a latte with a Nutella-coated rim and chocolate sprinkles, our signature).
- The Tea Selection — a rotating selection of fine classic blends.
- Light Provisions — organic popcorn, organic cheese crackers.
- The Sweets — soft-baked mini chocolate chip cookies, Lindt chocolate, KIND bars (salted caramel, dark chocolate almond coconut).
- Prebiotic Sodas — Olipop (classic grape, vintage cola, cream soda).
- Oat and almond milk available. Always ask about allergies or dietary restrictions.
The beverage rule — coffee only after
After the procedure: the full menu is available. A cortadito, an Americano, or the ÊVO Indulgence are all part of how we send a client off once the work is done.
For water, ask whether they'd like room temperature or cold. The menu is what's available in general — for guests, companions, and clients after their procedure. The rule above is for the client about to be worked on.
The room
The room should feel composed and cared-for: everything stocked and in its place, the artist in clean all-black, the space quiet. The feeling we're going for is you are in the right place, and you are being taken care of — not a busy clinic, not a chatty salon.
The send-off — the aftercare kit
Every client goes home with the branded aftercare kit — the cleaning solution and balm they'll use morning and night, the pads for the first hours, and the little extras that signal care. When you book someone, it's a lovely thing to mention: “you'll go home with everything you need to heal beautifully — we send you off with our aftercare kit.” It makes the price feel like what it is: a complete experience, not a transaction.
Studio standards — what we never do in front of clients
The experience isn't just what we offer the client — it's also what we don't put in front of them. The standard is a discreet, luxury environment: no kitchen smells, no overheard chatter, no behind-the-scenes visible. Some of this is obvious; some of it is the small stuff that turns a high-end studio into a regular one without anyone noticing exactly why.
While clients are in the studio, we do not:
- Eat or snack where they can see us. Meals and snacks happen out of sight, never at the reception or in the treatment area.
- Chew gum. Even quietly. It reads instantly as casual, and casual is the opposite of what we sell.
- Drink visibly except water, tea, or coffee in a branded cup that matches the client experience — nothing in a takeout cup, nothing with a straw, nothing fluorescent.
- Use foul or casual language. Not with each other, not on the phone, not even quietly. Sound carries.
- Take personal calls in front of clients. If a call is urgent, step out of view. Texting at the desk is the same — clients notice.
- Chat with coworkers about non-client topics in front of clients. Personal conversation, gossip, weekend plans — not in earshot. The studio is a stage when a client is in it.
- Comment on or react to other clients' appearance, choices, or photos. Even compliments, even quietly. Discretion is the standard.
None of this is about being cold or formal. We're warm and human with clients — we just hold our composure on the small things, because that's what separates a refined studio from a regular one. The bar is: would this look out of place in a five-star hotel? If yes, save it for after the client leaves.
A. Before the procedure: water, sparkling water, tea, or prebiotic soda — and for water, ask room-temp or cold. Coffee comes after the procedure, never before (sensitivity).
B is the trap. It feels generous — offering everything we have — but coffee before the procedure increases sensitivity, which is exactly what we're trying to avoid. “Whatever she'd like” isn't the standard before the appointment. D makes the same mistake more directly; C skips the ritual entirely.
A. Specific, warm, and it quietly justifies the price — the settled welcome, the beverage, the kit to take home.
B is the trap. It sounds polished and on-brand for “luxury” — but it's generic. “You'll feel the difference” doesn't tell the client what difference. ÊVO sells with specifics, not adjectives. C is vague; D is dismissive.
B. Out of view, out of earshot, out of smell. The discreet move is to step away — not eat carefully where it can still be noticed.
A is the trap. It sounds responsible — staying at your post to greet arrivals — but luxury studios don't have visible meals at the front desk, period. The standard is the experience the client sees and smells from the moment they enter. C is the same mistake softened. D is martyrdom — you don't have to skip lunch, just take it where they can't see it.
When to escalate.
Some calls aren't yours to close. Knowing which is half the job.
You're trusted to handle most calls end to end. But some situations aren't yours to close — not because you can't handle them, but because they involve decisions that aren't yours to make, or risks that need a more experienced eye. Knowing which is half the job.
Loop in Keysi before booking
- Any medical condition or eligibility flag from Module 12 — don't refuse it yourself, say you want to confirm a couple of things and circle back.
- Anything involving a minor. Under 18 is a hard no, no parental override. This isn't a Keysi-check — it's a line. Decline kindly and offer a follow-up after their 18th birthday.
- A returning client unhappy with an artist's work — and this matters: it's that artist's call to address directly, whether it's Keysi's work or anyone else's. Never yours.
- Botched prior work — route to the online ÊVO assessment first, before any artist (other than you) is involved. Mention it to Keysi after.
- Press, brand collaborations, or Academy enrollment — take the name, contact, and a one-line description, then route to Keysi the same day.
Handle with care
- Event timing (“I have a wedding in 10 days”) — don't promise, and don't say “let me ask Keysi.” Say “I can see if that's possible,” then gather information: their age, any health conditions. Since visible healing is about 7 days, it may work, or they can cover with makeup after day 7. Get the details and respond — possibly by text after checking. Never promise a healed result in time.
- Discounts or special arrangements — a calm, direct no. If they have payment-plan questions, place them on a brief hold to get the info — but never frame it as “asking Keysi directly.”
Abusive callers
You are not obligated to absorb abuse. If a caller is disrespectful or abusive: end the call calmly, make no promise of follow-up, and if they were disrespectful to staff, no further contact is made with anyone. “I understand this isn't the answer you were hoping for. I'm going to end the call here.” Then tell Keysi. We don't chase these, and we don't reopen them.
If you find yourself thinking “I'm not sure I should be answering this,” you probably shouldn't — place them on hold or route it. Worst case you lose ten minutes; best case you avoid a much bigger problem later.
B. Nursing is a hard stop. Clear do-not-book, handled with the medical retainer exception.
C is the trap. Sounds responsible — let the doctor weigh in — but nursing isn't a case-by-case medical judgment, it's a policy hard stop. A doctor's note doesn't change it, and asking for one implies the door is open when it isn't. D defers a decision that's already made.
C. Any unhappiness with an artist's work — Keysi's or anyone's — is that artist's call to address, never the concierge's. Gather details and route.
B is the trap. It feels helpful — the client is unhappy, so escalate to the master artist — but reassigning artists on your own undermines Natalia and makes a problem out of work that may have healed perfectly fine. The artist decides what happens with her own client. A oversteps; D dismisses.
C. Name what you're doing, end it cleanly, promise no follow-up, document. If she was disrespectful to staff, no further contact is made.
A is the trap. Apologizing and over-promising sounds like good customer service — but it rewards abuse with effort, and it commits us to things we shouldn't deliver. You don't owe a hostile caller more attention than a respectful one. B breaks no-exceptions; D sinks to it.
The final.
Eight questions across everything. No pressure — just a chance to see what stuck.
This isn't a test you pass or fail — it's a check on what stuck. Eight questions across everything you've covered. Take it once, then take it again in a week.
C. Calm, validating, and it invites them to keep talking rather than rushing them.
B is the trap. Sounds efficient and helpful — just get through the list — but it treats anxiety as a logistics problem. Asking what's worrying her most slows it down and signals you understand it's emotional, not just informational. A performs warmth; D dismisses.
Indira. Powder brows is her service, and a powder finish often holds better than stroke work on oilier skin. Remember to mention her touch-up is billed separately.
A. The refinement is included on the core Signature brow services (Signature, Combo, Men's) and on Keysi's ÊvoLips. Everything Indira does bills touch-ups separately. The annual touch-up is always paid.
B. Financing first, then Natalia, then financing again, then Ana's portfolio rate as the last resort.
C is the trap. Skipping straight to Ana feels client-friendly — we'd rather book them than lose them — but it shortcuts past Cherry and Natalia, which often work, and trains clients to lowball the call.
B. Matches our healing graphic exactly and calms the most common post-appointment text.
C is the trap. Offering to look at a photo sounds careful — but day 3 darkness is universal, not case-by-case. Asking to see them tells her there might be something to see, which feeds the panic.
D. Chemotherapy — current or within the last 6 months — is a hard stop. Let her know there's a medical consideration to confirm; this one does not get booked within that window.
A. Minimum four points of contact, each giving value and changing the angle.
B is the trap. Resending the link feels harmless — but it's the same touch repeated, not the angle-pivoting follow-up the rule asks for. The first follow-up should give them something new (a photo, a financing note, an artist option), not the same link again.
C. The whole training in one line. Capable, careful, honest — not pushy, not promising, not performing.
Training complete.
You've finished the full ÊVO Concierge Training program.
Re-read any module that didn't fully land. Talk through anything that surprised you with Keysi. And remember — the goal isn't to memorize. It's to sound like yourself, on brand.
Quick reference.
Everything you might fumble on a live call — on one screen.
The page to keep next to the phone. Everything you might fumble on a live call, on one screen. (Use your browser's print to keep a paper copy at your desk.)