The Smartest Way to Package & Sell Your High Ticket Treatments with Mike LeMieux

Summary

Med Spa CEO Podcast Summary Episode: The Smartest Way to Package & Sell Your High Ticket Treatments with Mike LeMieux
Release Date: March 5, 2025
Host: Heather Terveen
Guest: Mike LeMieux, MedSpa Media

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Introduction

In this insightful episode of the Med Spa CEO Podcast, host Heather Terveen engages in a dynamic conversation with Mike LeMieux of MedSpa Media. The duo delves into advanced strategies for packaging and selling high-ticket treatments in med spas, aiming to boost profits while maintaining work-life balance for practice owners.

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Backgrounds of Heather Terveen and Mike LeMieux

Heather Terveen begins by sharing her extensive experience in the med spa industry:

• Early Career: Became a licensed esthetician and certified laser technician at age 12, setting a Guinness World Record.
• Professional Growth: Worked in a plastic surgeon's office, helped launch a family practitioner's med spa, and transitioned from a corporate sales and marketing career to exclusively serve med spas.
• Podcast Milestone: Launched the Med Spa CEO podcast five years ago, achieving over 200 episodes focused on helping med spa owners grow their businesses without sacrificing personal well-being.

Notable Quote:
Heather Terveen [00:36]: "It's totally possible for you and your business. Plus, simpler than you think."

Mike LeMieux complements Heather’s expertise with his background in med spa marketing, emphasizing effective customer acquisition and the integration of influencer marketing and social media strategies.

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Creating Signature Packages

A significant portion of the discussion centers on transforming generic a la carte menus into signature signature signature packages:

• Comprehensive Signature Packages (CSPs): Ranging from $3,000 to $10,000, these packages offer holistic solutions tailored to specific patient needs.
• Example Transformations: Instead of selling individual IPL treatments for hyperpigmentation, Heather suggests creating a "Brightening Package" with a branded, multifaceted clinical approach.

Notable Quote:
Heather Terveen [07:05]: "We're going to give it a sexy name that is branded to your practice or med spa and that is going to have a multifaceted clinical. So we're taking your clinical protocol and making it into a package that is more palatable."

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Limiting Decision Fatigue for Clients

Heather emphasizes the importance of simplifying the decision-making process for clients to enhance sales effectiveness:

• Miller’s Law: Humans can only process 3-5 decisions at a time. By limiting package components to this range, clients experience less overwhelm and are more likely to commit.
• Simplified Offerings: Presenting packages with clear, singular objectives makes them more irresistible and easier to sell.

Notable Quote:
Heather Terveen [08:04]: "My goal with all of my clients is we actually want to give an annual treatment plan to your patients, but we want to limit their decisions to three to five."

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The Consult Process (C.A.R.E.S Framework)

Heather outlines her consult process designed to effectively sell high-ticket packages without being pushy:

1. Clarify: Understand the client's needs based on intake forms.
2. Affirm: Reinforce what the client has shared to build trust.
3. Recommend: Suggest tailored solutions that address their specific concerns.
4. Explain: Use metaphors and analogies (e.g., comparing skincare routines to dental hygiene) to make recommendations relatable.
5. Show: Present before-and-after photos to demonstrate potential results.
6. Clarify & Affirm: Reiterate the benefits and ensure client understanding.

Notable Quote:
Heather Terveen [24:51]: "Selling. My definition of selling is making offers to help."

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Structuring Memberships with Function

The conversation also covers structuring memberships that inherently provide value beyond loyalty:

• Functional Memberships: Designed to support ongoing treatment outcomes, ensuring that clients receive continuous care aligned with their annual treatment plans.
• Naming Conventions: Avoid generic terms like "membership" and opt for branded names such as "Glowing Skin Club" to enhance perceived value and clarity.

Notable Quote:
Heather Terveen [30:25]: "I don't love memberships that are just, like, about loyalty. I think there's a big, like, oh, it's like, it's recurring revenue and I love that part of it for my clients. But, like, how can we give them membership a function that when your team members are doing these consults, it naturally layers in that it's gonna help me get better outcomes that year."

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Selling High-Ticket Packages Without Being Pushy

Heather provides strategies to help providers overcome mental blocks associated with selling high-ticket items:

• Results-Driven Sales: Focus on the benefits and outcomes rather than the price, fostering a consultative approach.
• Team Training: Educate team members on the value and effectiveness of packages to ensure confident and authentic recommendations.
• Clarity and Confidence: Ensure that the sales team has a clear understanding of what they are selling, enhancing their ability to communicate value effectively.

Notable Quote:
Heather Terveen [13:14]: "We have a whole consult process that we take that we teach with our clients as well too, to help."

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Building Memberships That Sell Themselves

Heather shares her philosophy on creating self-sustaining memberships:

• Functional Integration: Memberships should complement high-ticket packages, reinforcing treatment plans and ensuring sustained client engagement.
• Value Over Discounts: Emphasize the comprehensive benefits and long-term results rather than merely offering discounts.

Notable Quote:
Heather Terveen [31:03]: "It's very different than, like, hey, I'm just selling you on the fact that there's discounts in this membership."

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Final Advice and Contact Information

Heather concludes by reassuring med spa owners that transforming their sales approach is simpler than they might think. She encourages practice owners to start with what they have and strategically position their offerings for maximum impact.

For those interested in learning more or seeking Heather’s expertise, she directs listeners to:

• Podcast: MedSpa CEO
• Website: heatherterveeen.com
• Instagram: @heatherterveeen

Notable Quote:
Heather Terveen [33:47]: "It's simpler than you think. It doesn't have to be complicated to really make, like, huge, like, to really, actually totally change the trajectory of your sales."

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Conclusion

This episode provides med spa owners with actionable insights on packaging high-ticket treatments, simplifying client decisions, and structuring memberships that enhance both client outcomes and business profitability. Heather Terveen and Mike LeMieux offer a comprehensive framework that emphasizes clarity, value, and strategic communication, ensuring that med spas can thrive without the associated overwhelm.

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Subscribe to the Med Spa CEO Podcast for more expert advice and strategies to elevate your med spa business to new heights.

Transcript

[Heather Terveen]

I don't love memberships that are just like about loyalty. How can we give the membership a function that when your team members are doing these consults, it naturally layers in that it's going to help me get better outcomes that year. Welcome to the Med Spa 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 with 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 well. Hello, my friend. Welcome to another episode of the podcast. Today you are in for a treat. I have a special interview with my new friend, Mike Lemieux of medspa Media. Mike comes on and we talk about everything from not only what he's seeing that is working when it comes to customer acquisition in the med spa space, but everything from influencer marketing to social media and more. I think you are going to love this honest conversation and all the incredible value that Mike dives into into this episode. Enjoy.

[Mike Lemieux]

Welcome to another episode of behind the Needle. If you've noticed, I always start by looking at this camera and my guest never knows where to look and I do it on purpose. So I'm sorry, this is Heather. Heather is a podcast host and business owner and it's MedSpa. The MedSpa CEO.

[Heather Terveen]

Yes, sir.

[Mike Lemieux]

And you've been doing this for a while, right?

[Heather Terveen]

Yes.

[Mike Lemieux]

But you were working in a med spa and then you got really good at marketing.

[Heather Terveen]

Yep.

[Mike Lemieux]

And then you realized I could help a lot of other med spa owners and providers with marketing.

[Heather Terveen]

Yes.

[Mike Lemieux]

And now tell me kind of how it evolved and tell me how it started. Evolved and then where it is now. Let's start there.

[Heather Terveen]

Yeah. You gave those like high cliff notes. I love it. Thank you for having me.

[Mike Lemieux]

Yeah. Thanks for being on.

[Heather Terveen]

Pumped to be here. So, yeah, I started. I actually became a licensed esthetician and certified laser tech back in 2006, dating myself anyway.

[Mike Lemieux]

Back when you were 16 years old.

[Heather Terveen]

That's right.

[Mike Lemieux]

12.

[Heather Terveen]

12.

[Mike Lemieux]

12 years old. 12 years old. The youngest esthetician ever. That's fantastic.

[Heather Terveen]

Guinness Book of World Records. Yeah.

[Mike Lemieux]

Wow.

[Heather Terveen]

So no kidding. Obviously. So, yeah. And I spent my first few years in the industry. One, I worked at a plastic surgeon's office who had an aesthetic clinic. And then I helped a family practitioner launch and grow her med spa. And before I did that, I had a corporate sales and marketing career. And one of the reasons the family practitioner hired me was because I had a corporate sales and marketing background and she knew that would be useful.

[Mike Lemieux]

Yeah.

[Heather Terveen]

So did that for a number of years. Fast forward. Three kids.

[Mike Lemieux]

That's a big fast forward, by the way.

[Heather Terveen]

I mean, yeah, I don't think anybody's.

[Mike Lemieux]

Ever fast forwarded that much on this podcast.

[Heather Terveen]

Yeah, that's super, super fast forward. So I had three kids. And after.

[Mike Lemieux]

Did you stop?

[Heather Terveen]

You know, so I actually stopped when I. After I had my first daughter. Okay, okay. And then I was like, oh, I'm gonna be a stay at home mom. It's gonna be so fun. That lasted about a year. And then, you know, this is back in 2010. Ish. So, you know, there was all these online opportunities.

[Mike Lemieux]

Yeah.

[Heather Terveen]

And so I was like, I want to find a way to make money where I can still be at home, but with my daughter and what have you. And so I had a couple of different online ventures, did everything. I had an e commerce business at one point, did was a professional writer for a number of really large online digital media companies. And then as I had grown my e commerce business, I started consulting with other business owners, all who were marketing in some way online, all different types. And then eventually I had a girlfriend refer her plastic surgeon brother to me. And so he hired me for consulting. At the time, we were doing everything from social strategy to some paid ads.

[Mike Lemieux]

What year was this?

[Heather Terveen]

This was 2018.

[Mike Lemieux]

Okay.

[Heather Terveen]

And like light bulb went off and he was like, oh, gosh, you should focus on aesthetic businesses. And I was like, it never even dawned on me to integrate the two things.

[Mike Lemieux]

Right, right.

[Heather Terveen]

So fast forward from there. I now work exclusively with med spas and aesthetic practices and have the Med Spa CEO podcast, which I launched like four or five years ago.

[Mike Lemieux]

And we were well over 200 episodes.

[Heather Terveen]

Well over 200 episodes, which is amazing.

[Mike Lemieux]

I think that you're gonna be episode, like 19 for me. Maybe 20.

[Heather Terveen]

Good for you. Yeah.

[Mike Lemieux]

I mean, you're just. You're killing me. You're absolutely destroying me. This is easy to binge. I'm like a one season series. You are like the Office. You were just like, you are. Or even maybe Grey's Anatomy. You're a journey woman. But that's. That's amazing. So you started your podcast. Have been doing it for four or five years. And have you enjoyed working only with med spa and esthetic practices?

[Heather Terveen]

I love it. Yeah, yeah, yeah. So we, we have a primary coaching program called the Med Spa Advantage, and we help practices and clinics and Med spas really differentiate their offers.

[Mike Lemieux]

Okay.

[Heather Terveen]

So we take their generic a la carte menus and we help them create signature menus of comprehensive solutions.

[Mike Lemieux]

We currently have a dermaplane facial and we do this CO2 facial. And we also have neurotoxins and fillers, and we also offer this hydrafacial. So you take all of that like everybody else. Like everybody else. So you take all of that and you turn it into a signature menu. What, what does a signature menu mean?

[Heather Terveen]

So a signature menu is comprises of. We have a whole framework for it, but there's a couple different components of it. So you have like what we call comprehensive signature packages.

[Mike Lemieux]

Okay.

[Heather Terveen]

We call them CSPs. Those are in the 3 to $10,000 range. They can be more than that as well too. But they really give a holistic solution to a problem that really needs a multifaceted approach to it.

[Mike Lemieux]

Yep.

[Heather Terveen]

Okay, so instead of saying, I'm just going to sell you a series of IPL for, you know, your hyperpigmentation or dark spots, we're going to put together a brightening package.

[Mike Lemieux]

Okay.

[Heather Terveen]

We're going to give it a sexy name that is branded to your practice or med spa and that is going to have a multifaceted clinical. So we're taking your clinical protocol and making it into a package that is more palatable. Not only does it make it more irresistible for your potential patients and clients, it's also easier for your team members to sell a package that has been put together in that way as well too.

[Mike Lemieux]

How is it making it more irresistible?

[Heather Terveen]

Because it is like, I think of myself, I'm a 46 year old woman who invests five figures into my own aesthetic treatments every year.

[Mike Lemieux]

Okay.

[Heather Terveen]

And so there's a law, it's a communication law called Miller's Law. Okay. Many years ago in the 50s, it was actually discovered. And back then it was like, you know, humans can hold like five or nine decisions at one time.

[Mike Lemieux]

Okay.

[Heather Terveen]

So my goal with all of my clients is we actually want to give an annual treatment plan to your patients, but we want to limit their decisions to three to five. Okay. So when we present a customized treatment plan, let's say, and it's got like IPL and microneedling and chemical peels and then the itemized products, let's say, yep, Those are like 12 decisions.

[Mike Lemieux]

Oh, so your packages are three to five things, right?

[Heather Terveen]

Like you're going to have a brightening package, we're going to have you come in and if they have a membership or something, as well too. But we want to limit the. We're avoiding decision fatigue because the average woman that comes in think of like.

[Mike Lemieux]

The decision fatigue so many things. They probably are relieved to even just be there because they don't have to think about stuff 100%. And with that, that would make sense that a package like this that's simple and understanding and they say we're going to get rid of all of this, we're going to give you and you're going to get all of that. Cool. It literally just takes away the decision making. And finally someone made a decision other than them.

[Heather Terveen]

Right.

[Mike Lemieux]

That's brilliant.

[Heather Terveen]

You're an excellent candidate for this.

[Mike Lemieux]

Right.

[Heather Terveen]

And we have a whole consult process that we take that we teach with our clients as well too to help. But just even that one shift is huge because as a woman, and it's why I'm really bullish on putting together skin care systems as well too. Like a brightening skin care system as opposed to me having like. Because you have to think about it, when I go to like a really nice restaurant, they do not present meals, like where I have to decide the burger, the, the steak, am I gonna have olive oil as Right. Like they put together meals now if I have a dairy allergy, they will adapt that. And the same thing with the packages is like, you can tweak them if you need to for the person in front of you to adapt what your protocol might be a little bit. But at the end of the day, it's much easier for me to say I am a candidate for that brightening package. I only have to say yes to one thing as opposed to like, if you're telling me I need IPL chemical peels and microneedling for the same thing, that's 3 yeses I have to decide and I might pick and choose at that point instead of the. The it also gives a confidence and certainty when you're like, we believe this protocol is so good that we packaged it together to solve this, we've named it and it's like, we know it's.

[Mike Lemieux]

It works and it will work for.

[Heather Terveen]

You and it'll work for you. And then I just decide from there and there's. We can talk about how to improve the consults too if you want, but just from there and then think about it from an organic social media as well too. Like, I am letting you know instead of like, oh, it's all this technology and whatever that just goes right over their head. We name it to either be, you know, results, benefit driven if you will. And then it's easier for me to come in and say, instead of like, oh, you did, like, microneedling and chemical peels and all this, you're like, oh, I heard you have, like, this clear skin package. Let's say if you're doing acne, it's.

[Mike Lemieux]

Easier for people to remember.

[Heather Terveen]

Totally.

[Mike Lemieux]

Yeah. As you were explaining it to me, the difference in how I even felt, as you were explaining it felt so tangibly simple compared to. We're going to give you this because this is going to. This one package, this clear and brightening package, because it's exactly what you need, and we believe in it, and we know that all the things that you're dealing with are going to get solved from this versus saying, okay, we're going to do an IPL, we're going to do a CO2, we're going to get you on skin. It's like, just tell them you're going to give them this one thing. But once they know all the different treatments. I don't know if I want to really dive into this, but is there a way to help? Maybe we should talk about the consultation process and how you sell it. Because everybody wants to sell stuff and make more money. They want their patients to look and feel their best.

[Heather Terveen]

Mm.

[Mike Lemieux]

But a lot. Most, I would say not all, but most providers get hung up on price and their own money story. And this or other person probably can't afford it because it is five to $10,000. And that feels like an incredible amount of money to them to spend on something. But they know it's gonna work, but they don't want to feel salesy or pushy. So how can someone that knows that one of these packages will work get past the mental blocks that they have around selling?

[Heather Terveen]

Yeah.

[Mike Lemieux]

How can they be better salespeople immediately? Is there something that they can do or think about in a different way? What do you see and what helps your clients?

[Heather Terveen]

Yeah, so we coach this. The leaders, the owners, but we also coach their team members. And so we have actually separate calls where we coach the providers, too.

[Mike Lemieux]

Okay.

[Heather Terveen]

And so I've. I've coached hundreds and hundreds of. Of team members at this point as well, too. And it varies a lot. There. There's that, you know, there's a certain amount of providers who, like, when you really ask them, you know, I share the story. Like, it's disappointing as the patient, when you've been under recommended.

[Mike Lemieux]

Oh, yeah.

[Heather Terveen]

Because. And this is what I share with them and coach them through. Like, do you believe this will actually create better results.

[Mike Lemieux]

Yeah.

[Heather Terveen]

Like my system is all results driven sales. Like everything we're doing, we're not like, oh, we're just trying to sell more. It's like, no, let's really think through who are the humans we're trying to help. What is going to create the most wow results. That's the basis of everything. And a lot of team members are able to get on board with that. Doesn't. It's not foolproof because like we project our own price sensitivity. Like I think I don't have $10,000 to spend on. I actually do invest a lot in my own treatments. But I'm just saying when I was in my 20s working in a practice, I didn't have $10,000 to spend and yet I was able to get over it eventually the projecting my own price sensitivity. But I knew that the results were going to be the best with this combination. And if I spend fifteen hundred dollars and I don't get. I have spent, you know, I've gotten one microneedling RF when I should have gotten three and plus other things and been disappointed. And so really like, you know, letting like talking it through with team members. Right. As well and shifting their perspective on, you know, do you believe that this is going to create incredible results? It also simplifies. A confused mind obviously won't buy. We all hear that. But also a confused mind can't sell. And so when we, you know. Yeah. So I always say like they need to have. Your team members need to have radical clarity on what you want, recommended to whom and when. Okay.

[Mike Lemieux]

Team members need to have radical clarity on what you want, recommended and to whom.

[Heather Terveen]

Yes. And so that's why we create a menu structure that really helps them have clarity on that.

[Mike Lemieux]

So if you're an owner and you have providers at your clinic, they might not be selling as much as they could because they don't understand the packages.

[Heather Terveen]

Of how to sell it 100%.

[Mike Lemieux]

Interesting.

[Heather Terveen]

Believe it or not, it's a huge thing because we haven't decided. Like I sold way less at the plastic surgeon's office because the aesthetic clinic was kind of an afterthought.

[Mike Lemieux]

Okay.

[Heather Terveen]

We had amazing technology, like really talented team, like all those things. But they put a lot of effort into selling the. The different surgeries and, and less effort into. And then fast forward. When I was working with the family practitioner, we really put together initially we didn't have packages. We actually just did long treatment plans and then based what I knew, know, knew about like just psychology and Communication, we switched it to where we took those treatment plans and then we created packages. But 100%, like getting your team members to have clarity, it's step one. It's not always going to fix a team member who is just like so in their head about we have to do some other things to help them kind of shift. Yeah, if you will. But it will help folks that, you know, I have clients or like potential, you know, clients who come to me and are like, well, I keep telling my team members that I want them to offer more combination modality things and they just don't do it. And I'm like, as a leader, we have to give our team like radical clarity is what I call it. Like, we really need to give them exactly what we want. And there's variations. They can adapt. Like how deep they go on the chemical peel or what settings they use. There's a lot of things they still have control over.

[Mike Lemieux]

Yeah.

[Heather Terveen]

But it helps them. Like for anything in sales, like, the more clear we are, the higher likelihood that person will have more conviction and confidence in what they're recommending.

[Mike Lemieux]

Yeah. And so when you work with a client, do you say, okay, show me your services menu.

[Heather Terveen]

Yeah.

[Mike Lemieux]

And then you custom make these packages for them or is it just like you. And then you say do this or do you look and you. And you say, as long as you have all these things, this is the package that works. Or is it a hybrid? Like, how do you determine?

[Heather Terveen]

Yeah, that's a great question. So I have a process. I call it patient365 and I take their clinical product protocols and then we help them adapt them to create signature packages. And this is why all I've worked with hundreds of med spots and we don't have a same Z menu, same zone. So it's a technical term.

[Mike Lemieux]

So everyone is different.

[Heather Terveen]

Right. Because it's taking their expertise. We don't work with folks that aren't clinical experts at meaning they're not pre launch. They've never touched a human. You know what I mean? Like, yeah, they have to be established. Yeah. They have to have experience and a point of view. And we're taking that and then creating their own signature menu from it. And we have a whole framework. And Back to the patient 365. Everything comes down to who is it? Who are the premium patients and clients that you want to become known for?

[Mike Lemieux]

Yeah.

[Heather Terveen]

And then if, if you weren't limit. This is the question you start with. If you weren't limiting the scope of your recommendations based on Any preconceived notions you have about what their budget is? What would you honestly recommend for them over a calendar year? And that is the baseline for how we help them put together packages. And there might be a couple different patient. It's usually 3 to 5 patient 365s that we do for their top folks that they want to attract more of. And from there that becomes the building blocks of the unique signature menu that we create for them.

[Mike Lemieux]

How in the process do you guide? Because if we say what are the no holds bar? What are you going to put in this package? And they're going to list it. Somebody could be hearing that and say, oh, that's all I have to do. I just have to put this together. So like, so beyond that, what goes into it?

[Heather Terveen]

Yeah. So it's not like we're going to take the annual plan and create one package with it. It's usually broken out. Just depends. I do have a few clients who actually have done annual, annual plans and created packages and it worked for them. It's typically more like what are the problems? The big problems when you're having consultations now that your patients are. That you're, you're. We always want to item like really double down on the folks. Who do we want to attract more of?

[Mike Lemieux]

Yeah.

[Heather Terveen]

Who do we ultimately want to serve? Yeah, of your patients right now, who do you like? You. You know, we want more of those. Yeah. We had a patient named Pam who we loved and we had what would Pam want? What would Pam do? And like that was like where we created our first packages from it. Like we had like an ultimate rewind package as an example. But then I also like to think, okay, you know, it might be that they need two packages in the year. Right. Because like a brightening package might make sense and then like a contour package of some sort might make sense for folks. I'm thinking of myself here. Right, right. And then it's like, oh, we have a membership. And then that's the membership. I like for memberships to have a function meaning because it makes it easier for your team to sell. So like, you know, whether it's the membership is designed to help them with their maintenance, if you will. And of course all the other things that memberships can do. But that's how you can sell one to two high ticket packages. You can sell them on your membership at the same time and it's still only three to five decisions that the person has to make.

[Mike Lemieux]

Yeah.

[Heather Terveen]

And they've gotten an annual game plan did that make sense?

[Mike Lemieux]

It does, yeah. So it's, it's so much more involved strategy wise than just saying put three to five treatments together and then call it a package.

[Heather Terveen]

That's a series.

[Mike Lemieux]

Got it.

[Heather Terveen]

We don't call those packages.

[Mike Lemieux]

Okay.

[Heather Terveen]

Yeah.

[Mike Lemieux]

I want to know what that means.

[Heather Terveen]

Serious is better than just a one off.

[Mike Lemieux]

Okay. Yes.

[Heather Terveen]

Right. Like a series of IPL is better than one ipl, as we know, a series of microneedling is better than one and so on and so forth.

[Mike Lemieux]

So if you were to say to, to a provider, here's one thing that you can say to somebody who is on the fence or doesn't understand why they should buy a package of 3x treatments like microneedling instead of one, what would you tell them to say?

[Heather Terveen]

Do you mind instead of giving one thing if I kind of walk through the consult process, like high level a little bit?

[Mike Lemieux]

I do, I do. Yeah. Let's do the consult process. And then I also want to talk about memberships.

[Heather Terveen]

Okay.

[Mike Lemieux]

So hopefully we have time for that.

[Heather Terveen]

So walk me through because like, I think so. I really take the approach of like. Cause this helps with the one thing to say because it was like it, it's, you know how you start.

[Mike Lemieux]

It's not just one thing. No, that's the answer.

[Heather Terveen]

We start with the intake.

[Mike Lemieux]

Okay.

[Heather Terveen]

How can we make that intake pre sell and open up the conversation to all the things that your practice can help them with?

[Mike Lemieux]

Yes.

[Heather Terveen]

So like let's make sure our, our intake has a punch list of all the things. Does it actually start, check, mark off.

[Mike Lemieux]

Does it actually start though with social first?

[Heather Terveen]

Oh, it could. Do you know what I'm saying? It can, but I'm talking about the conversation like we're talking in person conversation.

[Mike Lemieux]

Okay.

[Heather Terveen]

So that way if your provider, this helps your team member too has an intake that says they've marked off all these things. They might have booked talks, but they discovered, oh, like through this intake you're like, oh, you help with dark spots and oh, like acne scarring or like whatever. These things they didn't even know lifting and all these other things besides for just smoothing wrinkles, let's say you, it opens them up to like, oh, this place does all this. It marks them off. It also when the provider has that intake, they can start their questions that open up the dialogue about what the real desires are of the person in front, what are the problems they want solved and the desired outcomes they want. Because once that opens up the packages or the recommendations are. You're just responding to what the person has shared with you that they want. Right. So it helps on that end as well too.

[Mike Lemieux]

That's an incredible thing because you're not even selling at that point. You're just saying, okay, this is what you told me you want.

[Heather Terveen]

Yeah.

[Mike Lemieux]

Let me show you the solution.

[Heather Terveen]

Yeah, Selling. My definition of selling is making offers to help. And like, if you can really shift that, that's what we're doing here. Yeah, right. And when we design the approach and so it's not about like, oh, we have like some young person we're going to try to sell into a package that isn't fit for them. Yeah, not at all. No. But speaking of Organic Social, once you kind of. I liked their organic social to backend engineer to these signature offers. That's how you have people come in, they see it there, they come in, they fill out the intake, and then your providers are able to respond to what the person's. And then it doesn't feel like selling.

[Mike Lemieux]

Yeah, right. Not at all.

[Heather Terveen]

Yeah.

[Mike Lemieux]

Any other parts about the consult process that you want to touch on?

[Heather Terveen]

Sure. So we have a process, it's called Carers. It's an acronym. It stands for Clarify, affirm, Recommend, Explain, show, and clarify and affirm. Recommend is similar to what probably a lot of your listeners are doing some facsimile of. Okay. So clarify is really asking questions based on the intake. Affirming back, like what you heard them say. Recommend is like, what is going to be the recommendation, if you will. We also move all of our clients to an annual consult plan.

[Mike Lemieux]

Oh, so each year each patient gets a consultation. That's smart.

[Heather Terveen]

Yeah, it increases sales.

[Mike Lemieux]

And have you tested doing semiannual?

[Heather Terveen]

You know, we haven't, but I mean, for a lot of my clients, getting them to do even just an annual is new is not something they've done historically.

[Mike Lemieux]

I love the idea, though.

[Heather Terveen]

Yeah. So I mean semiannual, I mean, for sure, because, you know, I worked with a family practitioner and so like, like you have a physical or a well check every year. And in fact, we help. We tell our clients that that's what you should say to your existing. Because we have a lot of clients who have a lot of past patients and clients that they want to get onto these signature packages and that's how we help them, introduce it to them.

[Mike Lemieux]

And think about it too. If you're semi annual to me, seems even more right than an annual, because six months, a lot of stuff can happen to your face.

[Heather Terveen]

Sure. Yeah.

[Mike Lemieux]

And. And the plan could and maybe should change. So that's interesting. I've never even heard of anyone doing annual consultations before.

[Heather Terveen]

I love that we do annual consults and then explain and show. Show is like, believe it or not, you know this. You would already do this, Mike. But is like always showing before and afters at the end. And explain is like, we help them create metaphors and analogies.

[Mike Lemieux]

Okay.

[Heather Terveen]

That help drive home more comprehensive plans.

[Mike Lemieux]

Okay.

[Heather Terveen]

One example I'll just give, because it's super helpful, is like using a dental ortho analogy when you're giving a big game plan and the fact that they have to. So, for example, you would say something like, you know, we take a annual holistic game plan when working with our patients, similarly to how your dentist and orthodontist take a comprehensive. Right. And so the brightening package is similar to like braces. Right. It's gonna give you more correction than some other things. Right. Yeah. The skin care system is like brushing and flossing. You would never go in between your dentist appointments without brushing and flossing in between. And similarly, it's gross. Totally gross.

[Mike Lemieux]

Nasty.

[Heather Terveen]

Similarly, we would never have you go in between treatments with us without a medical grade skin care system.

[Mike Lemieux]

Right.

[Heather Terveen]

And then, you know, depending on their membership, if they have one. Not everybody who works with us has a membership, but if they. Everybody have one, I think eventually they should. When they first work with us, if they don't have one already, we. It. We don't do it right away because we're already.

[Mike Lemieux]

There's already a lot.

[Heather Terveen]

There's already.

[Mike Lemieux]

There's a lot of changes happening.

[Heather Terveen]

Yeah. So. But if they have one, we typically shift the positioning of it so it's easier for the providers to sell.

[Mike Lemieux]

Do you call it a membership when you sell it?

[Heather Terveen]

No, we don't call anything by. I even recommend they name their consult. So, like, it's not just like a.

[Mike Lemieux]

Can you give us an example of what you would call a membership?

[Heather Terveen]

Well, like, it'd be like the glowing skin membership or.

[Mike Lemieux]

But you'd use the word membership still. The Glowing Skin Club.

[Heather Terveen]

Exactly. It doesn't have to have the word membership in it. In fact, it. It doesn't always.

[Mike Lemieux]

Yeah.

[Heather Terveen]

And it's the same thing with a consult. Like it's the glowing skin roadmap or it's the clear skin blueprint.

[Mike Lemieux]

Yeah. The important thing maybe is that it still has connotation to it of what it is. Right. The Glowing Skin club.

[Heather Terveen]

Yeah.

[Mike Lemieux]

Like. Oh, okay. That makes some type of sense, I think. Membership. What it has going for it is the word people understand generally. Hey, there. This is Rosie. Rosie, would you like to. Hello, my name is Rosie. This is my first podcast. Rosie is Heather's dog. We're at Heather's house. That's why there's a dog here right now, in case you're wondering. Membership, it has going for it that people understand what it means generally, but also it could have a negative sentiment around it, I think.

[Heather Terveen]

Sure.

[Mike Lemieux]

So this. And then I have one more question for you at the end.

[Heather Terveen]

Yeah, yeah, yeah.

[Mike Lemieux]

But like, what's the best way to build a membership that sells itself?

[Heather Terveen]

Right. I think memberships, the. I don't love memberships that are just, like, about loyalty. Like, I think there's a big, like, oh, it's like, it's recurring revenue and I love that part of it for my clients. But, you know, Loyalty. Yes. But, like, how can we give them membership? A function that when your team members are doing these consults, if you will, it naturally layers in that it's gonna help me get better outcomes that year for whatever it is that we discovered during the consult that you. And so that's how I like to think of it, because then it's like, oh, Heather, you need a brightening package, a contour package. You are gonna be getting glow talks every three to four months. Like, you know, weaving something in with the tox that all of us are so consistent at getting because we just are.

[Mike Lemieux]

Yeah.

[Heather Terveen]

I recommend the Glow VIP because the Glo VIP is going to help you maintain that. That glowing skin. Okay. And it's going to elongate the results that we get from the brightening package as well, too. And so that includes. And then it's whatever you would recommend it include. That's going to help them have the best skin of their lives throughout the year. It's going to give you the best value on your skin care. It's going to give you and what have you. That's very different than, like, hey, I'm just selling you on the fact that there's discounts.

[Mike Lemieux]

Yeah.

[Heather Terveen]

In this membership. Does that make sense?

[Mike Lemieux]

It does.

[Heather Terveen]

And so I have some clients who do hormone replacement therapy. They do weight loss. And so they might, you know, we might have them have three different memberships, but they serve a function.

[Mike Lemieux]

Yeah. They're not just leads together.

[Heather Terveen]

Right, Exactly.

[Mike Lemieux]

Makes sense. I love that.

[Heather Terveen]

Yeah, do that.

[Mike Lemieux]

Yeah, that was good. My final question is. Well, two questions. Can I have Rosie?

[Heather Terveen]

She's the best.

[Mike Lemieux]

And the second question is, do you recommend certain skincare lines or devices or injectables Products. When you're consulting with your patient, with your clients.

[Heather Terveen]

No, you don't.

[Mike Lemieux]

You don't recommend that they carry certain.

[Heather Terveen]

Things, which I should. I should. I don't have, like, deals with any of the companies where.

[Mike Lemieux]

Yeah, but even if you believe that certain things work better.

[Heather Terveen]

Yeah. Well, if they really know that, they want to become known. Like, I've worked with places that have decided we're going to double down on being an acne clinic.

[Mike Lemieux]

Okay.

[Heather Terveen]

And then we will talk about. Okay, it might make sense for you to get an aerolase or like, whatever it might be that's gonna help with scarring and other things too, you know? So we will have those conversations. But I am really bullish on getting my clients. Like, I wanna take what you've got right now, no matter how small or big your current menu is, and let's make the most of what you got right now.

[Mike Lemieux]

I love that because it's not like, in order to work with you, you have to invest even more on top of your help in order to get where you need to be. It's like, where are you at right now? We're going to start there. Let's take you from where you're at and where you want to go. That's cool.

[Heather Terveen]

100%.

[Mike Lemieux]

That's cool. Is there anything else that you want to add or tell someone who's listening, who's like, I think Heather could actually really help me, Obviously. How do we get a hold of you?

[Heather Terveen]

Yeah. So I think the best place to start is to check out this MedSpa CEO podcast. They can dive in there. I, like, share all my frameworks and everything over there. That's a way to get to know me best. And then, yeah, go to heatherterveen.com or heatherterturveen on Instagram. You can shoot me a DM. I will respond.

[Mike Lemieux]

In order to work with you, do they have to listen to every podcast episode first? All 280?

[Heather Terveen]

Yes. No, they do not.

[Mike Lemieux]

The wait list is long.

[Heather Terveen]

So you'll reach out to me in a year.

[Mike Lemieux]

Yeah. No, they don't. So reaching out to you that way, is there anything that we haven't mentioned that you would want to tell a provider or a med spa owner if they're considering using you or if they're frustrated and feeling like there's something else missing about how you could help?

[Heather Terveen]

Yeah, I think that one last thing I would just say is that it's simpler than you think. It doesn't have to be complicated to really make, like, huge, like, to really, actually totally change the trajectory of your sales. It's not as complicated as people think and my approach is really like simplicity, taking what you've got and really positioning you differently. Cool as well, too.

[Mike Lemieux]

Love it.

[Heather Terveen]

Yeah.

[Mike Lemieux]

Thank you, Heather, for.

[Heather Terveen]

Thanks for having me. This was so fun.

[Mike Lemieux]

Yeah, it was. Thanks for being on my podcast in.

[Heather Terveen]

Your home with my new dog, Rosie the podcast assistant.

[Mike Lemieux]

We'll see you next time. Take care of yourself, everybody.

[Heather Terveen]

Thanks, Mike. 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 heatherturveen.com apply to apply to get on a call with us to learn more. That's heatherturveen.com apply to learn more.

[Mike Lemieux]

SA.