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Med Spa CEO
The #1 Sales Mistake That’s Costing You Clients and How to Solve It
00:38:01
Have you struggled to confidently sell high-ticket treatments or felt the need to justify your rates? In this episode, I sit down with Dr. Gabrielle Freedman, a chiropractor who transformed her sales approach and saw a massive increase in package...
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- [00:00]
Dr. Gabrielle Friedman
I was totally doing this without realizing it. When you're presenting the finances, I was kind of like, shirking back.
- [00:08]
Heather Terveen
Yeah.
- [00:09]
Dr. Gabrielle Friedman
And now I'm just like, apologetic. I'm sorry. These are the prices, you know, and now I'm just like, these are the prices. It's a great deal. You're going to feel great. We're going to transform your body. It's all natural. You're going to get long standing results. Like, the whole attitude has changed and it's just changed everything about the practice.
- [00:28]
Heather Terveen
Welcome to the MedSpa CEO podcast, where I teach you how to grow and scale your med, spa or aesthetic practice so that you can have the income and impact you know you were meant for without overwhelm, stress, or feeling like you have to sacrifice your personal life and happiness to do so. It's totally possible for you and your business. Plus, simpler than you think. Keep listening to find out how. I am so pumped for a very special conversation we're having today with one of my clients, Dr. Gabrielle Friedman. I am so pumped you are joining us today to share your journey with us. Dr. Gabrielle Friedman is a chiropractor, and I have to say, I think you're the first chiropractor I've actually interviewed on this show, which. Yay. Thank you for joining us.
- [01:21]
Dr. Gabrielle Friedman
Yeah.
- [01:22]
Heather Terveen
And she recently started working with us just in the last month or to. And so I wanted her to come on, share her story because she has a unique perspective. And so can you just kick it off for a minute and just take a minute to actually introduce yourself to the listeners who you are, what you do, and maybe how long you've been doing what you do?
- [01:43]
Dr. Gabrielle Friedman
Certainly. So, yeah, I'm a chiropractor in Quincy, Massachusetts, which is just south of Boston. I've been in practice almost 30 years. My dad was a chiropractor, and I bought his practice in 1997, and I started kind of going outside of chiropractic, I would say, like during COVID looking for ways to keep the practice going. We were still allowed to see patients. I know other states were not, but in Massachusetts, we were still allowed to see patients. You know, the governor recognized that we were keeping people out of the emergency room and we were helping people in other ways. But I discovered a weight loss program, which I tried, my husband tried, my staff tried, and that really worked. So we were kind of. I would. I didn't know if I was gonna sell that to patients. I just wanted it for myself.
- [02:34]
Heather Terveen
Sure.
- [02:35]
Dr. Gabrielle Friedman
And then one of my patients who's From Italy. She hadn't seen me in a while. This was probably, like, you know, the end of COVID the first year of COVID And I saw, like, in February after starting this weight loss program, and she was like, oh, Gabrielle, you look gorgeous. What do you do? I must do. And I was like, well, I tried this weight loss program. You know, she was my first customer. She loved it. Then people saw her and they, like, every time she walk into office, she'd be like, I am sleem and I love it. But it was promoting it and patients.
- [03:08]
Heather Terveen
Yeah.
- [03:09]
Dr. Gabrielle Friedman
What is she doing? And then so it just kind of took off. We started selling this weight loss program. It's called Kyro Thin. You have to be a chiropractor to sell it and distribute it. The company is. Chiropractor owns it. I actually went to chiropractic school with him. He was like, a year or two ahead of me in chiropractic.
- [03:26]
Heather Terveen
Okay.
- [03:27]
Dr. Gabrielle Friedman
And then through that kind of discovered red light.
- [03:32]
Heather Terveen
Yeah.
- [03:32]
Dr. Gabrielle Friedman
Is a huge game changer. I love the red light.
- [03:36]
Heather Terveen
Yeah.
- [03:37]
Dr. Gabrielle Friedman
It was great for the weight loss people, but also as a chiropractor, it's great for pain. And I was treating people with neuropathy. It was just like a great little intersect between what I'd been doing for years and kind of this new thing that I was embarking on.
- [03:51]
Heather Terveen
So I'm curious real quick, just, so did you go directly from. Have you always been in entrepreneurship? Essentially? Did you work under your dad? Initially, and then I'm just curious what that looked like because, you know, everybody's journey is a little bit different.
- [04:11]
Dr. Gabrielle Friedman
Yeah, my dad, he was a chiropractor. That was his second career. He was a chemical engineer. Went back to chiropractor school when I was like, 6 years old. Moved us to Long Island. And he was in practice for 18 years, and he had a phenomenal practice. Just a super smart guy, super focused, and had a great practice. And I joined him in 95, knowing that eventually I was gonna buy the practice from him when he was ready.
- [04:39]
Heather Terveen
Gotcha.
- [04:40]
Dr. Gabrielle Friedman
In the 90s, it's kind of like when managed care kind of came to town. And sure, he was not having that. He was like, I'm out.
- [04:47]
Heather Terveen
Yeah.
- [04:48]
Dr. Gabrielle Friedman
Retired maybe a little bit earlier than he thought he was going to.
- [04:51]
Heather Terveen
Sure.
- [04:52]
Dr. Gabrielle Friedman
He and my mom moved to Florida, and then I kind of had to learn how to do it all. Like, he took his energy with him. He took his ideas with him. He would, like, stop showing up for work. You know, when I was first working, like, he Just wouldn't. Okay, you have to handle all the patients. So, you know, I was learning how to run the business, but when he left, it was like a big eye opener. It's like, okay, now I have to figure out how to make this work.
- [05:18]
Heather Terveen
Right, right, right. Like thrown to the fire, thrown to the wolves, so to speak.
- [05:22]
Dr. Gabrielle Friedman
Exactly. It didn't even occur to me that, like, his energy really was running the practice. And then when he moved, it was like, all right, now I got to make this work. So, yeah, so I think I've always been looking, you know, I love being in practice. I've always loved what I do, but I'm always looking for, like, how can I help people at the next level, like, in a meaningful, you know, so that's always been, like, what I've been looking for. I completely changed my technique, like, 10 years into practice, where instead of going hands on, I started more adjusting with this adjusting tool, which I love. It just gave me just another way to help people at a deeper level with other things I didn't know how to handle before. Dizziness or I've been successful at turning babies and other things in practice that I wasn't able to do with this new techniques that I was learning. I was like, yeah, I had more confidence. And then I joined a practice management group in 2018. And. Okay, a lot of things that you talk about are all the things that they talk about to one of your podcasts, and you were saying how people think, like, selling is sleazy.
- [06:38]
Heather Terveen
Right.
- [06:38]
Dr. Gabrielle Friedman
And, you know, chiropractors say that all the times, like, I'm a doctor, I don't sell. Or it's like, well, if you can. I love what you said. It's like, it's just an. I forget how you said it was like, it's an exchange. It's just a path forward to getting somebody.
- [06:52]
Heather Terveen
It's an exchange of value. Yeah, right.
- [06:54]
Dr. Gabrielle Friedman
Like you're just presenting the solution to their problem.
- [06:58]
Heather Terveen
Yeah, absolutely.
- [07:00]
Dr. Gabrielle Friedman
So a lot of the things that you say I had been doing with my chiropractic patients since 2018.
- [07:06]
Heather Terveen
Sure.
- [07:07]
Dr. Gabrielle Friedman
But I just. I couldn't figure out how to make that work for, like, the red light weight loss patient. I was losing them.
- [07:18]
Heather Terveen
Yeah.
- [07:19]
Dr. Gabrielle Friedman
I wasn't selling them. I don't know if I didn't have the confidence. I don't know what it was, but there was a disconnect and I was searching. I was going to my practice management group, like, can you help me? What's the verbiage? How can I make this Work. Why can I sell a $3,000 chiropractic plan but I can't get people to get four red light sessions? It's like I couldn't figure out what I was doing wrong. And then I saw you on Facebook talking about like packages. Yeah. Having the package be the solution.
- [07:55]
Heather Terveen
Yeah.
- [07:55]
Dr. Gabrielle Friedman
I'm like, that was a huge light bulb. And I started just going right then and there that day. I just started like on chat, gtp, just writing, typing, making packages, naming them. Okay, what do I want to try to what solution am I trying to help with people? How can I get them to where they were? And it's just like a big, it was just like a big light bulb moment. Yeah.
- [08:18]
Heather Terveen
Yeah. I have to like hand it to you because when I first got to know you after you onboarded with us, like, you've been, you have decades of experience. Okay. And I can tell you have a growth mindset. Like, even with your decades of experience, you are still open to like elevating what you're doing, like getting better in a way where I think a lot of other peers potentially that are 30 years in to what they're doing, you know, they sort of lose that energy to actually continuously improve. So I can tell your mindset is still really fresh. Even though it may not feel like it all the time. It doesn't always feel like it, I'm sure. But, but like, even as many decades as you're in, you're still continuing. And I always say, like, I always. When you were contemplating whether or not you were a fit, because we don't work with a ton of chiropractors. Right. I was like, if you are trying to be results driven, Right. And like put together things that are going to give outstanding outcomes, then you're a fit. Right. And you continuously are improving. And like, where do you think that comes from? Has it always been that way? Like, I know you've. You are somebody who invests in yourself, who thinks about like continually getting better and it really shows.
- [09:49]
Dr. Gabrielle Friedman
Yeah. I just think that, well, I love to learn new things. I just, like, that just blows so much energy into your practice and just into who you are.
- [09:59]
Heather Terveen
Sure.
- [09:59]
Dr. Gabrielle Friedman
I also, like I said, just looking to help people at a different level, like, what is the best way to give them the best results so that they can live their best lives. So, yeah, I'm always interested in like, what is it that we can do to take to the next level.
- [10:17]
Heather Terveen
Yeah, it totally shows. So before, like finding us, I guess tell us what some of the. Because you have elective and non elective parts of your practice, I guess. Tell us some of the challenges you were having because it sounds like the non elective part of your practice you'd been doing a long time and was going really, really well. Like, I should say that. Say it this way, you had a lot of clarity on, like, how to walk a patient through that part of it. So where do you think? What was the disconnect? Kind of maybe share with us, like, what you were struggling with. You kind of alluded to it already, but with the weight loss, which, by the way. Right. Like, weight loss will help them with their pain and some of the other things, it's not just aesthetics. Right. I mean, it helps with visually how you look and feel and stuff too, but it also, I would imagine, help with some of their other. The other parts too.
- [11:18]
Dr. Gabrielle Friedman
Yeah. Well, I think part of it was like I was trying to keep things very separate. Like, you're either chiropractic patient or you're a red light patient. Like, it never even occurred to me that, like, well, you can be both. You might need both.
- [11:31]
Heather Terveen
Sure.
- [11:31]
Dr. Gabrielle Friedman
So. And I just felt like, I don't know, I just had a block about presenting people what I really thought they needed. And I think chiropractors are historically known for this. It's like telling the patient what they want to hear instead of what they need to hear.
- [11:49]
Heather Terveen
Sure.
- [11:51]
Dr. Gabrielle Friedman
And so I feel like I was able to break through that with chiropractic patients just because of my experience. Experience and just doing it a long time and just knowing, like, if you follow this path, you will get the best results.
- [12:03]
Heather Terveen
Sure.
- [12:04]
Dr. Gabrielle Friedman
But I don't know why I was having such a block with red light. Maybe because it is more elective. And it's not like, about your health. It's. It's more, you know, cosmetic or it's. It's not about, like, if you don't get this, you know, chiropractic problem fixed, you know, you might end up in a wheelchair someday. So I guess maybe I didn't have the urgency. I don't know what it is, but I don't know. I just. The whole, like, for 18 months, I was getting people in the door with the ads, but I was converting them.
- [12:37]
Heather Terveen
Right.
- [12:38]
Dr. Gabrielle Friedman
And just things that you said just there was just like I flipped a switch. It just was like. It was like I sold three packages yesterday. I just like, oh, my gosh, like a crazy busy day yesterday. I mean, we were there really late, but it was just like, it was nutso. It was Crazy.
- [12:56]
Heather Terveen
Oh, yeah. And I remember right after your menu design call, like, when you finally had some packages, like, together, you sold them right away.
- [13:06]
Dr. Gabrielle Friedman
Yeah, I had sold two packages the next day. It was great. And so I think the more, like, you say, like, the more clarity you have and, like, how. How I can best help you.
- [13:20]
Heather Terveen
Right.
- [13:21]
Dr. Gabrielle Friedman
And just some of the things, like the nuggets that you say, they just stick in my head. They're just brilliant. It's great. Like, I'd say the biggest thing is, like, being excited about the package. Like, this one woman, I could tell she was on the fence. She's like, this is expensive. I just, you know, bought a new whatever. I could see the wheels. I just sat.
- [13:44]
Heather Terveen
Yes.
- [13:45]
Dr. Gabrielle Friedman
What? My chiropractic practice manager says stfu. I would just sat there and just let her think her through. And she was like, I never do things for myself, and I really am very excited about this. And I just didn't say a word. I just let her. I'm doing it. Yeah. But because I think I was excited about it. I was like, you're gonna look great. You're gonna feel amazing. This is really going to help you get you to your goal. And I never saw it that way. I guess I always saw it as, like, I don't know, just my enthusiasm. I could see it, like, in her.
- [14:25]
Heather Terveen
Sure.
- [14:26]
Dr. Gabrielle Friedman
And you had said in one of your classes about be excited about what you can offer people, and I think that was a huge aha for me. I love that I didn't have that before. I was trying to be very stoic and maybe very doctory. Maybe too much.
- [14:43]
Heather Terveen
Yeah.
- [14:44]
Dr. Gabrielle Friedman
But since I've been listening to you, it's like, we're excited. We're like, you're gonna be gorgeous. This is amazing. And I think the excitement has been very infectious, and I can see it in other people.
- [14:55]
Heather Terveen
Yeah, no, totally. And that's why, like, you know, people. I'll get these questions, like DMs, or when people email, reach out to us, and they're always like, what? Like, price point. Like, and I'm always like, it's not about a price point. It's about, like, let's think about real humans and what's gonna deliver outstanding outcomes for them and not limit ourself by a price point. And it tends to work itself out. Meaning, like, then you're, like, bought into. Okay. Like, it's actually patient centric. Right. Like, it's not like, I'm like, heather said, you need to put together a $5,000 package and then we engineer, like, what's going to be a 5,000 packet, $5,000 package. No, because I know that psychologically, like, you all will be more bought in. And it is just all about the patients. Like, when we make it all about the patients, we can get behind it.
- [15:57]
Dr. Gabrielle Friedman
Yeah.
- [15:57]
Heather Terveen
And make it sell ourselves on it first. Right, right. Because once we're sold on it, then it's like. And I, you know, it's funny you said about, you know, the. What you call ST F you. Yeah. Stfu, Which. You guys can Google that later if you don't know what that. That's an old school acronym. Before, before the kids were doing the Skibidis and the other. Whatever the. My. My daughters are.
- [16:28]
Dr. Gabrielle Friedman
You.
- [16:28]
Heather Terveen
My teenage are using now. But I call it holding the space. And it's like, when we create safety and conversations with patients, like, I'm not attached to them being a. No. Right. Like, and you're not attached. If somebody's like, oh, I really can't afford it, but I want to, like, make this work, then we can, like, you know, engineer from there. But, like, when we just leave it, like, neutral. Like, I've. I've shared enthusiastically with what I think is going to be the best fit based on the conversation that we've had. Right. But it's also like, you, you're quiet because it's like, it's okay. Like, I'm here to, like, listen to what you have to say. And I was coaching a team member who was feeling like they needed to fill that dead, like that, that pregnant pause up. And I'm like, no, just let the pause be there and let them let their wheels turn for a minute and just hold the space. But we call it hold the space and coaching, actually. And I really believe, like, working with patients is like, coaching, like, and so we want to hold the space so that they feel safe to say anything to us. And if it's a no, that's okay too.
- [17:32]
Dr. Gabrielle Friedman
Right. And sometimes they're just trying to figure out, okay, which card should I put this on?
- [17:37]
Heather Terveen
Right.
- [17:38]
Dr. Gabrielle Friedman
That thought process either, you know.
- [17:41]
Heather Terveen
Right. 100%.
- [17:43]
Dr. Gabrielle Friedman
But it is, it's not easy to do it because we want to jump in. We want to try to give the solution. But sometimes, like you say, you just have to let them work it out in that. In their space. Yeah.
- [17:53]
Heather Terveen
Right. And it's because we're. We're trying to move ourselves out of the discomfort. Right. Like, they're fine sitting there thinking about it for a minute. Right. So I love that. What do you Think you've kind of described it a little bit, but what do you think was the biggest. What has had the biggest impact? I know you're still working through because we just, you just recently joined us. And so some of the things we're going to help you implement when it comes to like actually ensuring your, your actual chiropractic patients know about the weight loss and the red light. And so I know with intakes and stuff, we're going to help you do that even more as well too. And I, I know you're in the process of that. I don't know how far you've actually implemented that. But I'm curious what you think were the biggest shifts for you? Like, what was it? Just the mindset shift about it as well. What do you think? Like, sort of was the turning point. I know having clarity, too, always helps.
- [18:57]
Dr. Gabrielle Friedman
Well, one of the things that really helped was like you had said at one point, if you don't present the entire package of. I'm paraphrasing.
- [19:07]
Heather Terveen
Yes, of course.
- [19:07]
Dr. Gabrielle Friedman
But if you don't present the entire package of what it is that the patient or the client needs. But they still are buying some of it because you think, well, at least they'll buy something. And then unhappy with the results, like, who wins there? Like, let's just bought something. Let's just say they bought 10 red lights for $1,000, but really needed other things to go with it. But I didn't present that to them because that would have been $2,000 and I didn't want to lose them for the 2,000. But then they're not as happy and they still spent money. So you had said that much more eloquently than I'm saying it. That was a big aha. It's like I'm only giving them half the story because I'm thinking, well, at least they'll buy into to this part.
- [19:52]
Heather Terveen
Yeah, it's like buying something and you're missing the parts to it. It's like, I have actually experienced this because it's so common, especially in the esthetics industry, but I think in many industries where it takes like, more it takes a combination approach to like, get the best outcomes, if you will. And so I have definitely been sold stuff where I've spent fifteen hundred dollars, two thousand five hundred dollars, and I really needed to be doing a more comprehensive things. And it's like, I want to know. And then I'm an adult, I can decide if I need to get a payment plan or spread it out after the fact. But then I at least know that really it's going to be the $6,000 thing that's actually going to get me from point A to point B. Right. And it's disappointing when I've spent 1500-2500. And that was just like, oh, yeah. Well, actually, it's only going to get you so many results. You know, it's like a shift in thinking about it. And the other thing I always say is that it does elevate oftentimes, even for the people who can't maybe afford to do it all at once or who don't want to do a payment plan, it's always going to elevate what they end up doing because you have presented a more comprehensive game plan of what it's going to take to get the outcomes that they want.
- [21:16]
Dr. Gabrielle Friedman
Yeah, I mean, it happens in chiropractic all the time. Like, you know, somebody might have 12 visits of chiropractic care, let's just say. But they. Yes, 30.
- [21:25]
Heather Terveen
Right.
- [21:25]
Dr. Gabrielle Friedman
And you say, well, okay, we'll try to fix this in 12. And then they use their 12 visits and they, you haven't fixed the problem because you haven't really presented exactly what they need. And the services that they need that your church isn't going to cover.
- [21:36]
Heather Terveen
Right.
- [21:37]
Dr. Gabrielle Friedman
All the time. And then they're bad because you haven't solved their problem. They've used all their chiropractic visits. And then it's like, well, what did this get me? So.
- [21:46]
Heather Terveen
Right.
- [21:47]
Dr. Gabrielle Friedman
I think that is so common. So now what? You know, this is what I think you need. You know, this is the plan that we're going to lay out to get you to your problem. And, you know, some of it might be covered, some of it might be not. But at least, you know, and then again, you can make the decision. I even say that to patients. Like, I'm going to tell you what it takes, what it's going to cost, and then you could decide what works best for you.
- [22:07]
Heather Terveen
Totally, totally. And then you're neutral about it. And the neutrality behind it is like. And I do mean, like, it's nuanced. We're enthusiastic, but. And we're also certain. And certainty. We don't need to be fake about, like, our certainty and what we're presenting. So it's a different kind of energy. Like, there's an enthusiasm, but it's not like jazz hands for those, for those things.
- [22:33]
Dr. Gabrielle Friedman
She.
- [22:34]
Heather Terveen
You can see my jazz hands, but the listeners cannot. Lucky you. So, yeah, so I think it's like that certainty, you know, because I always say it's like clarity produces confidence and conviction. And confidence and conviction is, you know, oftentimes a huge part of the battle. But we, when we put packages and programs, game plans together ahead of time, it gives us so much more clarity. And especially when we've created it with the question, like, what's going to produce outstanding results and what is going to be in the best interest of the patient then I know, especially for like heart led practitioners like you, like, then you can get behind it. Right. Because then you're like, this isn't just like, oh, let's upsell. Right. Like, we technically might be upselling sometimes that, like, might be it. But like, the heart behind it is different than just like, I want to get another $200 on this human who's here. Right. So have you noticed changes in the sales of your weight loss or red light therapy or those packages?
- [23:38]
Dr. Gabrielle Friedman
Oh, yeah. Huge, huge. So the Chirothin program, it is great. It's extremely effective. And if you follow the program, it works. But it's not easy. I mean, it's not hard. But you do have to.
- [23:52]
Heather Terveen
Only they have to be compliant with certain things.
- [23:55]
Dr. Gabrielle Friedman
Yeah. Follow the protocol. If you follow the protocol, you're going to feel great and you're going to look great. And I've done it myself a couple of times over the last, you know, five years. So I think I had a disconnect with that, like, oh, it's going to be hard or, oh, you know, they're not going to be compliant. And so I was kind of wasn't pushing it. But now I'm just like, you came in here, you want to do this and you wanted to, you don't want to have surgery, you don't want to take the weight loss medication. Right. And so you don't have a lot of options. Like, I'm it. Yeah. Okay. We're going to get this done. And so, yes, I've sold a lot more of the weight loss program, which is great. Yeah. And another thing that you said about, like. And I was totally doing this without realizing it. When you're presenting the finances, I was kind of like shirking back.
- [24:45]
Heather Terveen
Yeah.
- [24:46]
Dr. Gabrielle Friedman
And now I'm just apologetic. I'm sorry. The prices, you know, and now I'm just like, these are the prices. It's a great deal. You're going to feel great. We're going to transform your body. It's all natural. You're going to get long standing results. Like, the whole attitude has changed. And it's just changed everything about like the practice. And the other thing is, like last year, my ads, my Facebook ads were like bonkers. I was seeing like 8 to 10 red light people maybe a day, some days.
- [25:17]
Heather Terveen
Oh, wow.
- [25:18]
Dr. Gabrielle Friedman
Oh, yeah. I was seeing like maybe 40 to 60 people a month. Very regularly. They were very. And so if I wasn't converting, it was okay because I had a whole bunch, you know, I had a whole batch of people behind them.
- [25:34]
Heather Terveen
Yeah. You had the volume where you didn't have to sweat it as much.
- [25:36]
Dr. Gabrielle Friedman
Exactly. So even if I was only converting 30%, I was having a really nice volume. And I. We did really well last year.
- [25:44]
Heather Terveen
Sure.
- [25:45]
Dr. Gabrielle Friedman
Then something happened in November. The company's blaming the election. I don't know. Something happened in November where my ads just like they died on the vine. It was like I went from seeing 50, 60, 40, 50, 60, 40, 50. All of a sudden I'm seeing like 12 people a month or 20 people a month. Wow. So that hurting them was harder. It was more stressful and it made me more stressful. Probably made me less confident.
- [26:11]
Heather Terveen
Sure.
- [26:12]
Dr. Gabrielle Friedman
And that's kind of when the time that I started see, you know, listening somehow some Facebook. God. I saw your. One of your ads and I just started listening to it. You know how that worked? Logarithm. Like, the more I listen to you, the more you pop up on my feed.
- [26:29]
Heather Terveen
Yeah.
- [26:30]
Dr. Gabrielle Friedman
And I was like, I liked everything that you had to say. A lot of it I'd already had heard from other from, you know, chiropractic management companies and it was just such aligned with what I already knew about how to sell. I just loved it then, like, but I'm a chiropractor. She's talking about aesthetic. I don't have those high ticket things that other med spas have.
- [26:53]
Heather Terveen
Sure.
- [26:54]
Dr. Gabrielle Friedman
So that's why I was like, I was. That's why I wasn't sure if I was a good fit. So then it didn't matter if I'm only seeing like that day that I sold the two packages, I saw four people that day, you know, where I only saw four people, but I sold two packages. So that was great. You know, the other two didn't buy, but two did. That was great. Then the next day it's like, okay, saw three people, then one person bought a package. So.
- [27:16]
Heather Terveen
Right.
- [27:17]
Dr. Gabrielle Friedman
Even though the odds were, you know, not as good.
- [27:21]
Heather Terveen
Yeah.
- [27:22]
Dr. Gabrielle Friedman
Because I was feeling more prepared and more confident. And then I had these packages. People love them.
- [27:27]
Heather Terveen
They want it 100%. And that's what we want. We want because when it comes especially to customer acquisition, and you've been in business so long, you've seen it, I mean, up and down, all around. So many different time periods as well, too. You know that, like, it's not always going to be that you're going to get 50 people in a month from your ads, right? Like, it's. Whatever it might be, there's going to be a fluctuation because that's just how ads work. That's just how customer acquisition works too. And so for me, I'm always like, what can we do to like, increase that average appointment visit value and then the lifetime value? I mean, like, that's ultimately the goal, right? And so that way when we have months, like, I mean, I had a client who was like, I actually had a slow month, and it was their, like, slow month of bookings, but it was their biggest revenue month because, you know, now it's fun when it's like, it's like we multiply that by a big booking month and a big, like, even bigger revenue month. But she had her biggest revenue month in business, and she's been in business for years. And it was because she knew, like, she had optimized for this on the back end now and she had team members doing it too. So it can start to be like, where you don't have to feel panicked about it too. Like, you have confidence in, like, okay. Like, I know that if we see X number of people, a certain percentage of these people now are going to convert into packages. And then it's. It snowballs. You get more people going through, you know, like your red light, your combination. What do you have? The radiant. I'm trying to remember the names of your packages.
- [29:12]
Dr. Gabrielle Friedman
Luminous Slim.
- [29:13]
Heather Terveen
Right?
- [29:14]
Dr. Gabrielle Friedman
And we have the Radian package. And yeah, we just, we just did another one yesterday. I can't remember something about the fuller. Something about fuller hair package. Because we have like a shampoo.
- [29:26]
Heather Terveen
Yes.
- [29:26]
Dr. Gabrielle Friedman
Yeah. It's great. I love it.
- [29:28]
Heather Terveen
Yeah, yeah, yeah. We were talking about the marketing behind the that as well, too. And so it's great because then you actually get more results that you can in turn learn, use in your marketing. But it also builds your confidence on those clinical protocols too, because you're doing them more. You're getting more people through a comprehensive protocol, and it's kind of like a snowball. Then you're like, I have a lot of confidence in this. Then the next time you show up to sell it, you have more confidence as well, too, because you have more people Great.
- [30:01]
Dr. Gabrielle Friedman
And they're getting great results and they're thrilled. Like, my. My office manager on Friday was like this. Everybody loved. Everybody was so happy. Everybody looks great. Everybody was smiling like, that was a great day.
- [30:12]
Heather Terveen
That feels good.
- [30:13]
Dr. Gabrielle Friedman
I mean, and they're. They're so thrilled. Like, I. This one woman, she came in, her son's getting married in April, and she's like, I'm throwing the balls to the walls. Throw everything at me. What do you got? So we sold it like the skin care package to the red light. She's doing Cairo then. And then she came in yesterday and she's love myself. She's like, I feel great. I can't even wait for the wedding. Where she was dreading the wedding a month ago. Now she's like, I'm going to look gorgeous. I can't wait. So when you get that enthusiasm, it's really easy to sell it to the next person because you're like, yeah, you're going to look great and feel amazing.
- [30:51]
Heather Terveen
Totally. And you've been just starting to do the like, cares consult process too, which I know is helpful as well too. You've already. You already had a lot of consult experience. Experience just because you've been doing consults a long time too. But we helped you tweak some of the things that you would do for aesthetics specifically as well too.
- [31:11]
Dr. Gabrielle Friedman
Yep. So like the. The show. When you're like the show. I love that I even took X rays. I took pictures of before and after X rays of like 10 patients over the years. So I can even show my chiropractic patients, like, look, here's the before and after someone's X rays. So it just like, it works everywhere. It's great. I'm like, it does. Doing that before.
- [31:31]
Heather Terveen
Yeah, it totally does. It drives home, like, what? Like, you know, it creates emotional demand.
- [31:38]
Dr. Gabrielle Friedman
Yeah, too.
- [31:38]
Heather Terveen
Because then you've really like. We connect with stories. We connect with visuals too. So show, which is the end of the. The cares. C R A E S stands for show. It can be show pictures oftentimes in aesthetics. It's show before and after is which it is in weight loss as well too. But I love. You're the first person to tell me to show. To say that they've showed before and after X ray.
- [32:02]
Dr. Gabrielle Friedman
I was like, look at this person. Look at before. Here's three months later. Is that amazing? It's like, oh, okay. Yeah, I want that.
- [32:08]
Heather Terveen
Yeah, it's great. Love it. Okay, so I just. A couple more questions because I want to be mindful and respectful of your time. One, if somebody's on the fence about joining us in msa, maybe tell them, like, because, you know, it's an investment, right? And I'm sure you were like, you know, you sign up and then it's like, oh, gosh, you know, so any words for anybody who's maybe on the fence, who's a good fit for joining us but is on the fence? And then I also just want to, you know, finish it out with you telling me what excites you about the future and what your plans are and what have you too.
- [32:44]
Dr. Gabrielle Friedman
Yeah. So I've already recommended you to one of my friends. She's a chiropractor, but she also has a med special spa or what, you know, like an aesthetic in her clinic which does microderm stuff, like, things I don't know anything about. And I've been telling her that she needs to check you out and she should definitely join because I know her through the chiropractic practice management. So it's just like, it's all the things we already know, but it's just tweaking it to just get better outcomes on the aesthetic side.
- [33:16]
Heather Terveen
For sure.
- [33:17]
Dr. Gabrielle Friedman
Yep, for sure.
- [33:18]
Heather Terveen
I told you when you joined, you hadn't even done the consult module yet and, like, worked with us on the actual CARES process for your consultation. But I told you, like, my goal with everybody is to actually make your money back right away.
- [33:34]
Dr. Gabrielle Friedman
Right?
- [33:34]
Heather Terveen
Like, because, like, I want you guys to, like, 10x eventually, 100x like, your investment with us too. And you where you. And it's also kudos to you because you are an action taker. Like, you signed up, you took action right away, which is how you can get results, like, really quickly as well, too. And then the final question was just what excites you about the future? Like, do you have any other big plans for your practice or personally that you want to share? And then I'd also love for you to just share where people can connect with you as well, too. So first, what excites you about the future and any other big plans that you might have?
- [34:14]
Dr. Gabrielle Friedman
Well, I am super excited that I'm kind of getting things in order, you know, aligning what I knew we could do to what, you know, we were doing and getting our ducks in a row and making it just so much easier and less stressful to, you know, get more people in the door, get them great results, get, you know, happy people. Because that's one great thing about being a chiropractor, is you. You have happy Patients, you know, you're right. Don't die there. You know, you get them. Well, they come in not feeling well, they leave happy and smiling. That's the one of wonderful things about being a chiropractor. And you know, it's just great to just have more and more and more of that. You're doing red light or weight loss or chiropractic. It's like, you know, like yesterday was a great day. Like everybody was happy and smiling and feeling great and looking pretty and it was just like a fun day. Yes. Yeah. I just feel like I'm just at the beginning of learning how to do these things. So I just think it's just going to get better and easier to bring it forward and just continue on for the next 10 years.
- [35:20]
Heather Terveen
I love it. I love it too. I love it that you're just getting started and you've been doing what you're doing for so long too, but you're just getting started because that is the key to having a really long term, thriving, sustainable business.
- [35:38]
Dr. Gabrielle Friedman
Yep.
- [35:39]
Heather Terveen
As well too. Which is what you've created. So that's amazing. So if anybody wants to connect with you, can you maybe like shout out where they can find you online?
- [35:47]
Dr. Gabrielle Friedman
Yeah. I mean, the name of my practice is Family practice of chiropractic. Our red light is like Quincy Wellness, but that's not really a. We don't have like its own Facebook page. We're working on all that stuff. Yeah. So, yeah. But all our red light information, our weight loss information is on the, the website. We don't have our guides up yet. We're working on that.
- [36:11]
Heather Terveen
Yes. I'm so excited for you guys to get those going.
- [36:13]
Dr. Gabrielle Friedman
We're gonna get our packages up. We're just working on like, you know, you just want the perfect words. You know, we just gotta get it done. It's not gonna be perfect.
- [36:21]
Heather Terveen
Yeah.
- [36:23]
Dr. Gabrielle Friedman
And then I'm super excited about the skincare line. I. I'm just in love with the skincare line. It's a Korean line called Ramon. I just, I can't even believe the results. So I'm just excited about helping people and getting people what they want. And I love the days in the office when everybody's laughing. Like I'm in the room adjusting people and I can. My front desk is laughing. And I love those days. Like, no stress, just having a great time, making great money and just helping a lot of people.
- [36:55]
Heather Terveen
Oh, I love it. That's a perfect sentiment to end the conversation on. Thank you so much for coming on and sharing your story.
- [37:03]
Dr. Gabrielle Friedman
Thank you. I really appreciate it.
- [37:05]
Heather Terveen
Hey, if you're enjoying this podcast and you're a boutique results driven med spa owner who's looking to drive more sales profitably each month without hustling yourself into the ground to do so, then you should consider applying to join us inside of the MedSpa Advantage. It's the only program designed to help you grow your revenue and profits while gaining back more time so that you don't feel scattered and drained while running and growing your business each month. To learn more about whether or not you're a fit for joining us, you can head over to heatherterveen.com apply to apply to get on a call with us to learn more. That's heatherterveen.com apply to learn more.