Med Spa Success Strategies: Episode Summary
Podcast: Med Spa Success Strategies
Host: Ricky Shockley
Episode: Med Spa Client Retention Tips: 8 Must-Do Strategies to Keep Patients Coming Back
Date: March 18, 2026

Episode Overview

This episode wraps up Ricky Shockley’s 2026 Marketing Series by delivering the culmination of effective med spa business advice—focusing on client retention. Ricky argues that while attracting new clients can be achieved through smart marketing, the real differentiator between thriving and struggling med spas is their ability to encourage clients to return, visit after visit. Ricky shares eight actionable retention strategies, practical frameworks, and memorable insights, drawing on experiences from prominent industry professionals and real-world case studies.

Key Discussion Points & Insights

1. The Central Importance of Retention ([01:50])

• Retention vs. Acquisition: Ricky highlights that acquiring new customers is straightforward with good marketing but keeping them is the real challenge and core to sustainable success.
• Quote:
  “Generating appointments is kind of easy... The biggest difference in our client performance... comes down to their ability to retain clients.” — Ricky Shockley [02:24]

2. "Put the Spa in Med Spa" ([03:42])

• Experience Matters: Med spas must balance their medical aspect with a genuinely luxurious, spa-like atmosphere to encourage repeat visits.
• Practical Tips: Evaluate every customer touchpoint—from waiting rooms to post-appointment follow-ups—to ensure it feels pampering, not clinical.
• Quote:
  "Think about how a spa would treat a client, and do more of that, do less of what your primary care doctor would do." — Ricky [05:16]

3. Provider Loyalty and Consistency ([06:10])

• The Impact of A-Players: Provider experience and rapport are fundamental. Practices should strive to hire and retain top-level talent (“A-players”), as clients often become loyal to their provider.
• Risk Diversification: Standardizing procedures and branded protocols (like “The Radiance Method” or “Roddy Lift and Balance”) builds trust and ensures consistency, even if providers change.
• Quote:
  “A large part of the loyalty in any business is based on the people your clients interact with most...” — Ricky [07:02]
• Tactics:
  • Develop branded, consistent treatment protocols
  • Standardize assessments and plans (e.g. good, better, best tiers)
  • Roleplay, train, and maintain quality assurance across all providers

4. White Glove Experience Starts Early ([13:18])

• Proactive Touchpoints: High-retention practices reach out post-booking to welcome and connect with new clients. Personal touches, such as recognizing clients by name, leave strong impressions.
• Insight from Danielle White (Deluxe Aesthetics):
  • The customer experience begins when a lead engages, not once they’re physically in the office.
  • Quoting Danielle:
    "The customer service experience starts at the lead engagement phase, before someone ever comes in your office. Not once they're actually in the chair." — Danielle White (paraphrased by Ricky) [14:55]
• Memorable Moment ([16:14]):
  • The “Unreasonable Hospitality” tactic: staff looks up client names and faces to offer a personal greeting upon entry.

5. Enhance Post-Appointment Engagement ([18:44])

• Handwritten Cards:
  • Jenny Hartley writes personal cards for all new patients, a thoughtful move that can drive loyalty.

6. The Consistent Consult Process ([19:24])

• Framework Matters:
  • All consults should be warm, follow a standard script, and use open-ended questioning to surface patient goals and present holistic, personalized plans.
• Education Over Selling:
  • Reference to insights from Raquel Merlini (Five Star Med Spa Patient Loyalty):
    • Focus on educating, not just selling. This builds trust and positions providers as allies, not salespeople.
    • Quote:
      "I don't think sales at the end of the day is an effective framework. I think patient education and alignment with outcomes is a much better way to think about how we 'sell'." — Ricky [21:42]
    • Say “no” if you don’t believe a service fits; this earns patient respect over time.

7. Rebooking as the Default ([28:12])

• In-Treatment Room Booking:
  • Borrowing from dental industry practices, always rebook in the treatment room before billing.
  • Jake Laban (former Allergan exec) tip:
    • Phrase as a “when” not an “if”:
      “I'm going to want to see you again in three months. So I'm looking at the second week of June...” — Ricky (paraphrasing Jake Laban) [28:56]

8. Out-of-Office Retention Tactics ([31:28])

• Automated Service Reminders: Schedule and automate reminders for upcoming or needed treatments.
• Re-engagement Campaigns:
  • Use text or email campaigns to re-invite lapsed patients for promos/services.
• Membership Programs:
  • Offer and clearly communicate meaningful incentives.
• Always be Top-of-Mind:
  • Regular posts on social platforms keep your brand visible to existing clients.
• Memorable Touches:
  • Handwritten notes for birthdays, thank-yous, and holidays.

9. Reputation Management ([34:15])

• Online Reviews:
  • A strong reputation boosts both retention and acquisition; negative perceptions can erode client trust, regardless of individual experiences.
• Quote:
  "Third party perspective matters when it comes to reviews... So keep your reputation dialed in." — Ricky [34:39]

Most Memorable Quotes

• “Generating at bats for your med spa, like getting butts in the seats and generating appointments, is kind of easy. The biggest difference... comes down to their ability to retain clients.” — Ricky Shockley [02:20]
• “Good is not good enough. Provider retention is going to help your med spa with client retention because there's a large part of loyalty that is dependent on provider, whether we want to admit that or not.” — Ricky [07:37]
• “The customer service experience starts at the lead engagement phase, before someone ever comes in your office.” — Danielle White, paraphrased by Ricky [14:55]
• “I don't think sales at the end of the day is an effective framework. I think patient education and alignment with outcomes is a much better way to think about how we 'sell.'” — Ricky Shockley [21:42]
• “Ask when, not if.” — Ricky Shockley, paraphrasing Jake Laban [28:14]

Timestamps for Key Sections

• 00:00–02:34 – Introduction and importance of retention
• 03:42–06:10 – Experience: “Put the Spa in Med Spa”
• 06:10–13:15 – Provider loyalty, protocols & standardization
• 13:18–18:44 – White glove experience & lead engagement
• 18:44–19:24 – Post-appointment engagement & handwritten notes
• 19:24–27:29 – Consult process, education-first sales, saying “no”
• 28:12–31:28 – Rebooking in the treatment room, dental office comparison
• 31:28–33:54 – Out-of-office rebooking strategies
• 34:15–35:51 – Reputation management & closing remarks

Final Thoughts

Ricky wraps by reiterating that mastering retention—by exceeding expectations throughout every client interaction—is the true key to med spa growth and happiness for both clients and owners. Listeners are encouraged to audit their process at every stage, instill consistency, and never underestimate the power of exceptional hospitality and education.

For those wanting tailored help, Ricky offers a complimentary deep dive strategy call via medspamagicmarketing.com.

This episode dives deep into practical, real-world retention tactics—useful and immediately actionable for any med spa owner or manager, whether seasoned or brand new.