Wow New Patients and Have Better Patient Retention in Your Med Spa by Selling an Experience

Posted By Kate Harper, Thursday, July 26, 2018

Sell experience


By: Alex R. Thiersch, JD, Founder/Director of the American Med Spa Association (AmSpa)

A med spa is a medical facility, but by presenting your med spa as a luxe experience, you can gain new patients and gain better retention on your existing clientele.

The non-invasive medical aesthetic procedures that make up the menu of services often require licensed medical professionals to perform them, and these facilities always require a doctor to be involved with the business. Additionally, because medical professionals are involved, and these treatments are often classified as the medical procedures, medical spas are regulated like medical practices. (AmSpa members: see the laws governing aesthetics in your state in your medical aesthetic legal summary.)

These facilities, however, are a far cry from doctor offices. They often resemble retail storefronts or day spas, and are subject to business realities like marketing, product sales, and especially customer service. Everything in a medical spa—from retail sales, to reviews, to patient retention, to the ability to bring in new business—improves if the spa goes out of its way to create a stellar patient experience. This doesn't just mean performing excellent treatments, although that is part of it. It means creating a singular, spectacular client experience from website, to phone call, to every interaction after they step through your doors.

"Our entire purpose working in this industry is to 'wow' our clients," says Dori Soukup, founder of InSPAration Management. She continues, "We're not just a medical spa—we deliver experiences."

Once a patient steps into your facility, your aesthetician can be one of the most solid touch points in creating that consistent experience, along with your front desk staff. Terri Wojak of True U Education outlines ways that aestheticians can offer complete "concierge services" to customers in a medical spa. These services include:

  • Prepping the skin prior to treatments;
  • Assisting medical professionals during procedures;
  • Review post-treatment care with patients; and
  • Performing follow-up calls.

Your patients' experience isn't just about the treatment they're coming in for, or the products that they buy. As Bryan Durocher of Durocher Enterprises says, "People buy solutions to problems, and they buy feelings."

Matt Taranto, owner of AesthetiCare and Mint Aesthetics in Leawood, KS, says that he doesn't just want to be the person his clients come to for Botox or fillers. "I want to be your lifetime anti-aging consultant."

Investing in providing your patients with a world-class experience can be transformative for your business. Not only can it increase your current patients' average spend per visit, and increase your retention rates, but it can build your reputation as the go-to medical spa in your area, which will increase your ability to attract new clients.

For more information on medical spa legal best-practices attend one of AmSpa's Medical Spa & Aesthetic Boot Camps.

Related Tags