Podcast Summary: Med Spa CEO with Heather Terveen

Episode: Building a Powerhouse Team that Doubles Down on Integrity, Client Retention & Signature Packages
Guests: Tara VanderValk, Kristin Whittington, Ana Broadwater, Sarah Griffin (Radiance Beautiful Skin)
Air Date: September 10, 2025

Episode Overview

This episode spotlights Radiance Beautiful Skin—a renowned med spa near Kansas City—focusing on the intentional culture and processes behind building a committed, high-integrity team. Host Heather Terveen interviews owner Tara VanderValk and team members Kristin, Ana, and Sarah in a dynamic, in-depth roundtable. Listeners gain real-life insight into developing signature client experiences, boosting client retention, and fostering a workplace that prioritizes collaboration, continual growth, and interpersonal connection.

Key Discussion Points & Insights

Team Introductions & Origins

• [04:37] Tara introduces Radiance Beautiful Skin, sharing their 11 years in the Kansas City metro.
• Team members introduce their roles:
  • Tara: Owner/CEO
  • Kristin: Esthetician and aesthetic nurse
  • Sarah: Esthetician and surgical nurse
  • Ana: Esthetician

Founding Story & Guiding Values

• [05:34–06:30] Tara recounts her accidental entry into esthetics, moments of alignment/dissonance working at other spas, and the "God moment" that led her to open her own business:

  “I really started to feel that cultural values weren’t aligning with my moral standards. And I just had a God moment. I felt like God was putting it on my heart to create and do something differently.” —Tara, [06:03]

• Tara credits early growth to necessity (e.g., hiring support while starting a family) and a continual focus on expanding the team as the business grew.

Ideal Clients & Core Service Focus

• [07:20–08:05] Ana and Sarah describe their main client groups:
  • "Healthy aging" clients across all ages, from late 20s onward
  • Clients with persistent acne concerns
  • Increase in “bridal season” clients (brides, mothers-of-the-bride/groom)

The Power of Team Culture

• [08:40–10:00] Tara attributes Radiance's sustained success to prioritizing internal culture:

  “You cannot expect to have a really strong business that is client facing if there are internal struggles going on. So I’ve really put a heavy emphasis on making sure that we have just open lines of communication amongst the team.” —Tara, [08:44]

• The collaborative environment ensures all team voices are heard, influencing protocols and client experiences.

Elevating with Signature Packages & Menu Overhaul

• [10:52–11:55] Tara and the team recount their intent to move from ad-hoc treatment plans to cohesive, signature packages:

  “We were finding that we were having a hard time just completely overhauling the menu. I didn’t feel like I really had the tools... and it really just kind of felt like divine timing when MSA came across my feed.” —Tara, [11:11]

• With Heather’s frameworks, they transformed their clinical protocols into branded, high-ticket signature offers.

Confidence & Clarity in Consults and Recommendations

• [12:30–14:29] Sarah, as a newcomer, and Kristin detail how structured packages increased their confidence:

  “Having the clarity...I can have the confidence to tell the patient exactly what I’m recommending...having it so concise, but still letting me use my verbiage, has been very helpful for me.” —Sarah, [12:30]

• Kristin notes the new system simplifies recommendations and increases trust:

  “Starting with a blueprint...then having our packages to present, it’s making it so much easier for me to really believe in what I’m recommending. Clients are able to rest in that instead of getting overwhelmed.” —Kristin, [14:30]

The Impact of the CARES Process

• [16:15–16:54] Ana praises the consult framework, especially for maintaining consistency both for new and returning clients:

  “The framework helps me make sure that I’m hitting it from all sides...creating an experience for them that isn’t overwhelming but is super informative and also touches on affirming their own experience.” —Ana, [16:15]

• Heather highlights the paradox that personalized care is enhanced—not diminished—by consistent, structured client experiences.

Client Retention, Annual Consults, and Game Plans

• [18:33–19:26] Tara shares that introducing annual consults revitalized relationships with long-term clients:

  “We had reached this level of comfort... booking the same treatments on repeat. Some longstanding clients were falling off...in rolling this out, it’s actually strengthening that trust...They’re seeing that we do, in fact, have a vision for them.” —Tara, [18:33]

• The "Beautiful Skin Blueprint Consultation" (their annual consult) acts as a wellness check and strategic plan for every client, increasing retention and engagement.

The Value of Ongoing Coaching Calls

• [21:34–26:12] Kristin, Sarah, and Ana highlight the unique value of weekly coaching/team calls via MSA:
  • Calls prevent overthinking and encourage trusting the process.
  • Sarah notes “you don’t need confidence, you just need courage” (Heather, [23:05]) as a transformative mindset.
  • Ana finds value in bringing “real-life” challenges for peer and expert input:

    “There is something so different and fulfilling about being able to bring it to you and to other estheticians... a whole other level than anything I have experienced.” —Ana, [23:32]

  • Kristin underscores the benefit of the life coaching perspective, emphasizing self-reflection and mindset shifts for sustainable growth.

Integrity-based Sales & Recommendations

• [26:12–30:33] The discussion reframes selling as a form of service:

  “There’s absolutely nothing wrong with making a recommendation to get someone outstanding results...We’re here to get them those results and not make opinions or judgments about their pocketbook.” —Tara, [30:06]

• Heather and Tara both advocate for transparent, wow-experience-focused selling, resisting the “slimy car salesman” stigma.

Advice for Building Standout Teams & Careers

On Hiring & Team Building:

• [31:02–31:44] Tara’s hiring philosophy:

  “Hiring based off of connection and not necessarily skill set...being in the same room with someone day after day, if you don’t have a healthy relationship or feel that level of connection, I don't know how you can have success in that environment.” —Tara, [31:02]

• Both Tara and Heather prefer hiring for character over experience, recognizing that habits, not just skills, are inherited from past roles.

Advice for New Providers:

• Ana: “The parts of the job that are feeling the most intimidating are not permanent... You just haven’t found the proper technique that fits in well with your style.” [32:49]
• Sarah: “Not to be afraid to fail and just kind of everyone is faking until they make it.” [33:59]
• Kristin: “Don’t stay so long at places that are not a good fit...trust that this (team/culture) exists.” [34:33]

Notable Quotes & Memorable Moments

• “I think you cannot expect to have a really strong business that is client facing if there are internal struggles going on.” —Tara, [08:44]
• “You don’t need confidence. You just need courage.” —Heather, echoed by Sarah, [23:05]
• “The teams calls... I have found so valuable and so unique.” —Ana, [23:32]
• “It’s okay to lead with confidence and to trust that I am trustworthy, because I know that myself and my team are always working from a place of integrity.” —Tara, [30:15]
• “Hiring based off connection...can be developed over time, but being in the same room with someone, if you don’t have a healthy relationship...I don’t know how you can have success.” —Tara, [31:02]
• “Everyone is faking it until they make it.” —Sarah, [33:59]
• “Radiance is just my favorite place that I’ve worked. ...It’s really important to be in an environment that feels in alignment with my values.” —Kristin, [34:31]

Timestamps for Important Segments

• 04:37 - Team member introductions
• 05:34 - Tara’s founding story and values
• 07:20 - Defining Radiance’s core clientele
• 08:40 - The importance of team culture for client success
• 10:52 - Transitioning to signature packages and treatment plans
• 12:30 - The impact of clear package structure on provider confidence
• 14:30 - Kristin on using blueprints for streamlined consults
• 16:15 - Adopting the CARES consult process
• 18:33 - Retention impact: Applying new systems with existing clients
• 19:45 - Naming and implementing annual consults
• 21:34 - How team coaching calls foster growth and connection
• 26:12 - Life coaching and mindset as part of business development
• 30:06 - Sales with integrity; confidence in recommendations
• 31:02 - Hiring for character and cultural fit
• 32:43 - Advice to new estheticians/providers
• 34:31 - Kristin on alignment and workplace fit

Where to Find Radiance Beautiful Skin

• Website: radiancebeautifulskin.com
• Instagram: @radiance_beautifulskin

Tone & Style

This episode radiates warmth, collaboration, and actionable wisdom. The conversation is candid, with each team member sharing growth moments and insights in a supportive, affirming tone. Heather’s coaching and facilitation foster a comfortable, solution-focused dialogue—one that seamlessly mixes strategy, reflection, and practical advice.

In summary:
Radiance Beautiful Skin’s success story demonstrates the payoff of doubling down on culture, transparent systems, and integrative training. Signature packages, clear consult processes, and team coaching fuel not just profitability, but a deeply rewarding provider and client experience. Listeners leave with specific strategies for growing a med spa business rooted in values, connection, and integrity.