Med Spa Success Strategies

Episode: How to Upsell in Your Med Spa Without Pushing (The Key to Higher LTV)

Host: Ricky Shockley
Date: November 3, 2025
Special Guest/Contributor: Lauren (team member/expert)

Episode Overview

This episode delves into a core tension in med spa business strategy: how to increase client lifetime value (LTV) by upselling and cross-selling, without using pushy or high-pressure tactics that risk damaging client trust or decreasing retention. Ricky and Lauren break down how understanding your market, focusing on education (not hard sells), and constructing transparent treatment plans help balance revenue growth with exceptional patient experience and retention.

Key Discussion Points & Insights

1. The Upsell Paradox: Revenue vs. Retention

• Summary: There’s a danger in focusing too aggressively on maximizing revenue during a client’s first visit: pushing high spends may result in regret or budget strain, driving down retention—even if the clients “like” their results.
• Quote:

  "The paradox is when pushing too hard to achieve high initial visit revenue can potentially cause problems for your business." — Ricky (00:17)

• Insight: The most sustainable success comes from maximizing the gap between client acquisition cost and LTV, not just the first ticket size.

2. Know Your Market & Segment Your Offers

• Summary: Initial visit revenue targets must be adapted to local demographics—what’s reasonable varies widely by region and clientele.
  • For some, $800 is high; in affluent areas, top clients might spend $2,500+.
• Quote:

  "It's so important to know where you live, what's your median household income, what are people actually willing to spend in your area?" — Lauren (02:39)

• Insight: Avoid setting unrealistic expectations for staff and clients based on averages that don’t fit your real-world audience.

3. Avoid Sticker Shock & Buyer’s Remorse

• Summary: Spending beyond comfort in the initial visit may lead to regret later, even if the service is good—impacting return visits and long-term value.
• Memorable Moment: Lauren’s story about impulsively spending $8,000 after a high-pressure consult, only to cancel shortly after (08:27–09:53).
• Quote:

  "30 minutes later, like, oh my God, I just spent $8,000. Like, I'm gonna get killed for this…30 minutes later, I was not happy. I did not necessarily want to go back to that place and see if there was something more affordable." — Lauren (09:03)

4. Selling vs. Serving: Shift to an Educational Approach

• Summary:
  • Empower staff to serve by educating clients on all relevant options, not just pushing the biggest package.
  • Incentivize the action (presenting options transparently) rather than the outcome (dollars sold).
• Quote:

  "Shifting from a transactional focus to an educational focus ensures that you're still presenting people with the options, but you're not doing so in a way that feels high pressure." — Ricky (06:26)

• Tip (by Lauren): Make sure clients see all the options—even if they don’t buy them now, they may return later, and they feel respected and informed.

5. The Art of the Treatment Plan

• Summary:
  • Map out phased treatment strategies so clients know how additional services could fit future visits within their budget.
  • Eases pressure, builds trust, and allows organic upsell opportunities over time.
• Quote:

  "They don’t just build a 'get all of this right now.' It’s somebody who might come in for a Botox promo…and then they laid out—OK, you might be concerned with some sunspots, maybe in six weeks come back…" — Lauren (12:26)

• Tactic: Present “baseline” plans plus “layered” upgrades; detail transparent outcomes for each tier.

6. Transparency & Managing Expectations

• Summary:
  • Use clear before/after photos and explain what results were achieved with which combinations of treatments—don’t overpromise.
  • Be honest about likely results for each option.
• Quote:

  "If you’re coupling a Halo and a BBL…you’re going to see a better result…Providers will try to sell a Halo, show that before and after of everything, and then that’s where that comes into the overpromising." — Lauren (16:30)

7. Membership Models—Let Clients Self-Sort

• Summary:
  • Well-structured memberships can drive LTV, but not all clients want a subscription.
  • Explain the options, highlight benefits, but don’t pressure: let clients align with what fits their comfort and lifestyles.
• Quote:

  “Some people just don’t want to have a subscription…they might feel more comfortable coming in, spending 15% more when they do, but not having to worry about the money coming out of the account in the interim. And that's okay.” — Ricky (19:14)

8. Setting Limits: Don’t Rubber Stamp Treatments

• Summary:
  • Med spas should define a core baseline for quality and results—even decline clients who insist on “just 10 units” or only what they think they “need.”
  • This protects reputation and ensures satisfaction.
• Quote:

  “You get to dictate the amount of units they need to take care of that problem—not the client…Let them know you’re not a fit, that this is not how we do business.” — Ricky (23:24)
  “Educate people on why that’s the case…it’s never a 'Well, you must leave right now.' It’s a full consult process with explanations.” — Lauren (23:59)

Actionable Steps for Implementation

1. Identify the Need & Establish Baseline Treatment

• Don’t “rubber stamp” requests—always assess for the minimum viable option. (13:33)

2. Present Options with a Layered Blueprint

• Lay out core, advanced, and premium options with clarity on outcomes for each. (13:44)

3. Be Transparent About Results

• Explain the added value of each upsell; set realistic expectations to avoid disappointment. (15:18)

Key Takeaways & Closing Thoughts

• Prioritize long-term patient financial comfort over maximizing immediate sales.
• Provide transparent, educational consults—let clients self-select based on their needs and budgets.
• Align staff incentives to ensure options are always offered, but never pushed.
• The best interests of patient and practice align when education and trust-building take precedence over aggressive sales targeting.

Final Quote:

"When this is done well, the best interest of your patients and the best interest of your med spa are perfectly aligned. And I think that's a good North Star." — Ricky (26:45)

Memorable Moments with Timestamps

• Upsell paradox in med spas (00:17)
• Market demographic realities (02:39)
• Sticker shock anecdote: $8,000 consult regret (09:03)
• Plans vs. pressure: phased approach (12:26)
• Why rigid minimums matter (23:24)
• The “rubber stamp” danger and consult process (23:59)
• Closing principle: LTV over short-term sales (25:22)

Tone & Original Language

The entire episode balances analytical marketing strategy with practical, candid advice—peppered with firsthand anecdotes, honest admissions of industry pitfalls, and clear conviction about the value of trust and transparency in patient relationships.

For any med spa owner or provider seeking practical tools to grow recurring revenue without turning off clients, this episode offers both strategic frameworks and actionable, real-world tactics.