The Keys to Repeat Business in the Competitive MedSpa Marketplace

If you struggle with obtaining new clients, you’re not alone. According to data-marketing firm Customer Research Inc., it often costs five to seven times more to acquire new clients than it does to retain your current customers. In that light, one of the most efficient ways to boost revenue is by improving retention.

But how do you build loyalty in an environment where customers are often lured by lower prices, especially for injectables? And what’s the secret to encouraging multiple services, leading to more frequent visits?

Modern Beauty Con asked some successful medspa operators to share their tips on fostering retention, and what they gave us is worth sticking around for.

Make It a Plan: Patients are more likely to prebook when their providers recommend follow-up or future appointments while in the treatment room. By framing your guidance as a means to achieve the best results, patients will take the timing of their next visit more seriously.

Sell Retail as a Reminder: By incorporating products like ZO into your patient’s daily skin routine, you’ll ensure they think about the medspa that sold it to them. Being a part of their lifestyle will make them much more likely to schedule that next appointment.

Tell—Don’t Ask: When prebooking, be specific about when their next treatment is scheduled rather than engaging in a back-and-forth. For example, instead of “When would you like to come back?” try “You’ll be due for your next treatment three months from now. Does Friday, March 10, at 11:00 AM work for you?”

Smooth Out Transitions: Complete the interaction by filling out a checkout slip with the treatment, treatment plan, and price. Then walk the patient to the front desk and hand over the regimen. From there, the front-desk associates can locate products, discuss or validate reward-program points, and complete the booking.

Keep Things Quick and Painless: Treatments are a big investment, and the quicker you can get through checkout, the less likely a client will experience hesitation or buyer’s remorse. Aim for two minutes or less at the front desk.

Boost that Smile: It’s essential that your client leave your practice feeling good. Make sure your front-desk associates compliment customers and provide encouragement about their treatments, such as “You’re glowing” or “Your lips look gorgeous.”

Educate to Accumulate: By taking the time during a treatment to explain how it works and how they could benefit from combining other services, you can inspire multi-purchasing, which will lead to faster and optimal results—the ultimate retention secret.

Invest in Financing Options: MedSpa visits are an important ingredient in self-care, so offering clients the ability to finance their treatments will allow them to keep looking and feeling better after each visit, without being distracted by the immediate costs.

Ensure Membership Has Privileges: Everyone likes to be a VIP, and by offering memberships with discounts on monthly treatments, you’ll not only increase the number of sessions but also the chance to build rapport (and more loyalty).

Follow through with follow-up: Send a text 7 days after their treatment and book them to come back to see you 14 days after their treatment if they received botox or filler. In addition to providing peace of mind for your client, these sessions will improve your relationship and provide opportunities to discuss other treatments. You’ll soon see the fortune is in the follow-up.