Med Spa CEO Podcast: "The System for Training Stronger Consultations (Without Micromanaging Your Team)"

Host: Heather Terveen
Episode Release Date: February 4, 2026

Episode Overview

Heather Terveen addresses key challenges faced by med spa and aesthetic practice owners: how to train teams to lead powerful consultations without falling into micromanagement. In this Coaching Hotline format episode, Heather answers real questions from listeners and clients, focusing on building effective, systematized training for consultations, increasing recurring revenue without relying heavily on memberships, and best practices for tracking team performance to boost sales and retention.

Key Discussion Points & Insights

1. Building a System for Consultation Training (03:05 – 11:22)

• Clarity and Structure are Crucial:
  Many owners lack a clear, defined process for how they want consultations to go. Vague instructions lead to uneven results; standout team members often just "get it" naturally, while others struggle.

• Underestimating Training Needs:
  Owners typically don't budget enough time or resources for in-depth training, especially for something as nuanced as consultations.

• Importance of Feedback Loops:
  Ongoing feedback, not one-off training, is essential—continuous observation and coaching yield faster and more effective improvement.

• Shadowing as Standard Practice:
  Having less experienced team members shadow high-performers—and vice versa—is not micromanagement, but should be a regular standard operating procedure. This removes stigma and accelerates growth across the team.

  "I guarantee you, you will be able to effectively help them 10 times quicker and uncover any sort of problems that much faster when you just observe what they're doing."
  —Heather Terveen (00:00 & 10:24)

• Annual Consultation System:

  • Promotes consistency and improvement by ensuring all team members get regular, structured consultation practice.

  • More touchpoints throughout the year strengthen rapport and allow team members to make more comprehensive recommendations.

    "It won't feel like micromanagement when you have decided ahead of time. This is the process and the system that every single team member is going to experience for the lifetime of their work with us."
    —Heather Terveen (10:55)

Memorable Quote:

"The more broad or vague that you are, the less likely your team is going to be able to actually do a consultation effectively."
—Heather Terveen (06:43)

2. Recurring Revenue & Membership Models (11:22 – 18:20)

• Memberships Should Serve, Not Lead:

  • While recurring revenue is valuable, memberships shouldn't overshadow high-ticket signature plans and packages that drive transformation and higher value.

  • Memberships are most effective when supporting patient progress and maintenance, not as a core offer.

    "I don't want the membership to be the lighthouse. I don't want the membership to be the lead superstar right of the show. I want it to have a supporting role."
    —Heather Terveen (13:54)

• Caution on Discounting and Profitability:

  • Many med spas launch memberships without adequate price adjustments, making them unprofitable.
  • Recommendation: Raise prices before launching a membership to avoid undermining your revenue.

• Designing Memberships Thoughtfully:

  • Great memberships are designed around actual needs and to enhance ongoing results, not just for the sake of recurring revenue.

3. Tracking Team Performance: Metrics for Sales & Retention (18:20 – 24:36)

• Start Simple with Tracking:

  • Begin by tracking three core metrics around consultations rather than overwhelming the team with data.
  • Key things to track:
    • What offers were presented, to whom, and when
    • Actual sales (such as packages and memberships sold)
    • Rebooking rates (especially for coordinators/front desk)

• Why Offer Tracking Matters:

  • Many team members aren't actually making the offers owners assume they are.

  • Tracking offers (not just sales) identifies gaps, resistance, or reluctance in the consultation process.

    "If you can track the offers, then when we know that they're consistently actually doing the consultations the way you want them to do, and giving people annual roadmaps and following through on that, then we can track the sales and what have you."
    —Heather Terveen (21:59)

• Coachability Over Immediate Results:

  • Monitor progress and willingness to adapt—an uncoachable team member leaves money on the table.
  • Support and clarity are the first steps before making decisions about team fit.

Notable Quotes & Moments

• On Standardizing Shadowing:

  "Making it a standard operating procedure that...every team member gets a shadow, right? Or shadows somebody else. Because then it's not, 'Oh, I'm doing poorly now, you're micromanaging me.'...It's just part of the process."
  (09:07)

• On Focusing Initial Metrics:

  "I really like tracking the consultations and the things around the consultations first...If we can get your team really closing in their consults, really getting your patients on transformative long-term game plans...you will see a dramatic increase in revenue."
  (18:56)

• On Memberships and Pricing:

  "Most of the time, y'all need to raise your prices before you launch a membership. So just a hot tip there."
  (16:19)

Timestamps for Key Segments

| Timestamp | Segment Description | |------------|----------------------------------------------------------------------| | 03:05 | Listener Q&A: How to train consultations without micromanaging | | 06:43 | Why clarity beats vagueness in team training | | 09:07 | Implementing regular (non-punitive) shadowing as SOP | | 10:55 | Feedback systems: Making ongoing coaching a regular process | | 11:22 | Recurring revenue: memberships vs. transformative packages | | 13:54 | Memberships should play a supporting role | | 16:19 | Membership pricing—raise fees before launch | | 18:20 | What sales metrics to track for team improvement | | 21:59 | Importance of tracking offers, not just sales | | 24:36 | Emphasizing coachability and next steps with your team |

Episode Tone & Takeaways

Heather delivers her insights in a direct, nurturing tone with actionable strategies, humor, and real-world stories. The emphasis is always on practical systems, clarity, and creating a supportive yet accountable culture—empowering med spa owners to grow sustainable, high-value businesses without burning out or micromanaging.

Summary prepared for med spa and aesthetics leaders seeking actionable systems for training, revenue growth, and team success.