Podcast Summary

Podcast: Med Spa CEO
Host: Heather Terveen
Episode: 3 Easy Shifts to Build a Team That Leads With Conviction
Date: January 21, 2026

Episode Overview

In this episode, Heather Terveen explores three critical mindset shifts that med spa teams can adopt to move from merely order-takers to respected experts who lead with conviction. Drawing an analogy from her own experience renovating a home, Heather discusses why holding the long-term vision for your clients—and not just reacting to their requests—ultimately creates exceptional results, greater profits, and more rewarding workplace dynamics. The episode is packed with actionable insights for med spa owners, team leads, and practitioners striving to become trusted authorities in the aesthetic industry.

Key Discussion Points & Insights

1. The Expert vs. The Order-Taker Mindset

(Main analogy introduced at 07:30)

• Heather contrasts two types of service providers:

  • Order-taker (Paint Store Associate): Responds to a client’s explicit request, provides the requested service, and avoids challenging the client’s assumptions—even if it compromises the outcome.
  • Expert Leader (Interior Designer): Holds a clear vision, guides the client to the best outcome (even if it means uncomfortable conversations), and is not afraid to advise clients on what they truly need.

• Quote:

  "I was explaining with the team how many of them are inadvertently acting like an associate at the paint store or Home Depot rather than acting like the expert interior designer..." (09:10)

• Example from Heather’s Home Renovation:

  • Her interior designer holds the complete vision—not just what Heather initially requested, but what is necessary for “an epic transformation.”
  • The designer suggests updates Heather hadn’t considered (e.g., the kitchen backsplash), calmly justifying upgrades based on the desired outcome, not just the original plan or budget.

2. Why Conviction Is Essential in Client Interactions

(Explained in depth from 13:00 to 20:00)

• Heather discusses a recurring issue: practitioners shy away from tough conversations about what’s truly necessary to reach desired outcomes (e.g., fixing pigment with only one treatment before a wedding).

• Settling for “what the client wants to hear” leads to disappointment down the line.

• Quote:

  "Being unclear is unkind." (14:55)

• Holding conviction isn’t just nice—it’s necessary for achieving high-touch results and for building lasting client relationships.

3. The Three Essential Shifts to Build a Team That Leads with Conviction

(Framework introduced at 18:50, elaborated in segments following)

Shift #1: Think of Clients as Long-Term Projects

• Don’t focus only on immediate requests. Create an annual plan or “blueprint” based on their long-term goals.
• Document and clearly communicate the plan so the client understands the “why” behind recommendations.
• This approach sets realistic expectations and ensures all team members are on the same page.
  • Analogy: Like a general contractor mapping out a year-long remodel, not just fixing a cabinet when asked.
• Quote:

  "The first thing you want to do is to have that annual roadmap, that annual blueprint, that annual game plan that you are going to give to every single patient..." (20:20)

Shift #2: Hold the Vision—With Conviction

• Stay firm in your expert recommendations, even if there is initial pushback from clients.
• It’s about “holding the line” and not capitulating at the first sign of resistance.
  • Document ongoing plans and refer back to them at every touchpoint.
• Maintaining this stance repeatedly will lead to more clients saying “yes” and increases both LTV (lifetime value) and outcomes.
• Quote:

  "You have to hold it for them in that conversation and you have to hold it for them for the entirety of the time that they are actually a patient or client of yours as well." (24:00)

  "The more they hold the line with the certainty and the conviction and the confidence... this is going to blow your mind, and this is what we need to do." (26:10)

Shift #3: Forecast and Review Regularly

• Beyond the initial plan, consistently forecast what’s coming up for each client: review upcoming appointments, maintain awareness of recommendations made, and proactively revisit unsold or pending items.
• Ensure every team member (front desk, coordinators, providers) participates in this process.
• This builds consistency, increases upgrades/add-ons, and positions your spa as proactive, organized, and premium.
• Quote:

  "Forecasting we're going to be talking about in an upcoming episode as well, too... meaning we're going to look at the upcoming appointments, who's coming back in, what were they recommended..." (28:40)

Memorable Moments & Notable Quotes

• The moment Heather realized most teams are playing it too safe:

  "We unintentionally end up like the customer associate who's working at the Home Depot or the paint store, right? Where we are just responding to the list that the person comes in with and then just delivering on that. When in reality, what I want for all of you is that you are able to really lead as an expert..." (10:38)

• On learning to relish expert leadership, not fear it:

  "It makes it so that you and your team can actually enjoy the experience of being a leader. I did not have a hard time selling big things... I'm an evangelist for this transformation for you." (34:28)

Important Timestamps

• 07:30 – Heather introduces the “interior designer vs. paint store associate” analogy
• 13:00 – Discussion on why holding conviction is critical, how discomfort holds teams back
• 14:55 – “Being unclear is unkind” and its impact on client outcomes
• 18:50 – The three key mindset shifts are introduced
• 20:20 – Shift #1: Build annual plans for clients
• 24:00 – Shift #2: Hold the vision, even when challenged
• 26:10 – Heather role-plays holding the line with confidence
• 28:40 – Shift #3: Forecasting and proactive client management
• 34:28 – The rewards of becoming an expert leader and team empowerment

Conclusion

Heather Terveen’s episode is an empowering manual for med spa leaders who want to step up as authorities and set a new standard of client care. By refusing to be mere order-takers and instead holding steady in their convictions—mapping long-term plans, holding the vision, and forecasting outcomes—teams can deliver exceptional results and build a truly premium practice. The analogies, actionable frameworks, and memorable quotes make this episode a must-listen for leaders seeking to raise the bar in the aesthetics industry.