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Foreigners. Today I wanted to talk about how to really provide a luxury experience in your med spa and to give you some tangible examples and some things to think about to help you differentiate your offering and the perceived value of the experience you're providing your clients. So this is a really competitive space. I was just doing some research in preparation for this episode and I was looking at industry growth charts in terms of like number of new businesses opening relative to demand growth, how many more people are actually getting these services done, spending money on services like Botox or injectables, just as one example. And there is some evidence that the industry in terms of competition is growing faster than the demand for services. So both of these things are growing. But if the number of competitors is growing at a faster rate than the demand of consumers, then what does that mean? It means we're competing for market share in certain places in the na, in the country. This is already happening. If you're in a densely populated area, an affluent area, you probably have a lot of med spas around you. And it's all about creating a luxury experience that creates stickiness. Because ultimately people have options and if they feel like they could get something somewhere else at an equal or better outcome for a lower price, they're going to do it. Or at least a lot of people will. So how do we make our practices as sticky as possible? And how do we provide a luxury experience, our meds? Here are a few ideas to help you do that. To stand apart from the competition. And the fun thing about these are it's not rocket science, but there are a lot of people that know they could be doing these things to differentiate their service offering and the experience their practice provides, but they're not doing it. So action becomes the variable for success. Right? The people that act and implement some of these things, or just additional elements of providing a luxury experience, you're going to stand apart from the competition. So let's go through some ideas today. The first one is the importance of the first, you know, few seconds someone's in your med spa. So we did our team retreat recently and on that we talked about how important. After some conversation, we had discounted how important photos are of your practice. If people look at your Google business listing and you have photos of a rundown office that look like they were taken 15, 20 years ago, leave something to be desired. If you have photos that look like, hey, this is a modern place that's up to date, the office looks nice. To some extent. People are using how nice your office looks as A proxy for how reputable your business is. And that's. We all do that. It's a form of bias that's built into us. If you see an old rundown building at a hole in the wall in a weird part of town, you're going to assume certain things about that practice, whether they're true or not. So how do we provide a good experience here from the get go? So one of the things that came up on a previous episode, I think it was Dr. Sylvia Tuthill, if I'm remembering correctly. But the idea of a signature scent and if you have multiple locations, a signature scent that's consistently used across locations because scent creates brand memory. I have this, for example, weird one, but the store at home. I love the smell of at home. For whatever reason. I don't know if it's intentional or if it's a combination of just the things that are in the store, but I thought it was funny. We were in there with my, my in laws when they were visiting and my father in law walked in and the first thing he said, he goes, smell really good in here. And I joked with my wife because I always say that too. Like, especially like when they start busting out the fall decorations. It's hot here in middle Tennessee in the summer. I get excited when like the seasons start to change and we get into like fall and the holiday season. And walking into at home and smelling that thing literally is like a little dopamine spike for me. So create a signature scent. Really easy thing to help create an elevated experience out of the gate in your med spa. The host or the concierge greeting you by name. We just went on our ninth wedding anniversary dinner a few weeks back and I had put on the reservation that we were going for our anniversary. And when I walked in, every single person we interacted with at that restaurant said happy Anniversary. The front desk welcomed us and said happy Anniversary. The waiter came up. First thing he said before he even asked us what we were here for is he said happy Anniversary before we were even there. So can you do something where people are greeting your customers by name when they walk in? So there's a book called Unreasonable Hospitality I read recently and he talked about going in and actually researching and finding pictures of the customers online that had booked reservations so they could recognize the face when they walked in and greet them by name. Like, how cool is that? Talk about going above and beyond. So if you can do something like that in your med spa where you're welcoming people by name, it's not a cold front desk experience. You're walking, you're meeting them at the door, walking them down to a seat, whatever you can do to elevate that entry, the better. So think about some options and some opportunities there. Like at the restaurant, I noticed on our table we had one black and one white napkin. And when I looked around, every other table only had one color napkin. So my assumption was they were using that to pass information along to let people know we were there for our anniversary. So that's maybe how our waiter knew, for example. So again, get creative, but think about how you can do some more of that in your practice. This episode is brought to you by Med Spa Magic Marketing, my agency. We help Med spas and aesthetics practices grow with more effective marketing strategies. And I know that's a vague phrase, right? That's a vague claim. So I have an offer for you. I offer this to any new prospects. If you're interested in exploring any of another marketing option, a new agency, or just getting into Facebook, Instagram, Google Ads for the first time, I'd love to show you why we're different, what we're doing for clients. And we can do that via a one and a half hour planning session where I'll outline a specific marketing plan and I'll give you all of the blueprints, prints that we would implement if we were to do business together. Now you can take that, use that on your own, hire someone else to help you execute it or work with us. We really don't hold anything back on that strategy call. And I think you'll have a lot of confidence in how you manage your marketing investment moving forward, understanding some of the nuances that can help you implement more effective marketing strategies for your business. So if you want to do that, you can go to medspamagicmarketing.com easy one that a lot of you are already doing complimentary snacks and beverages. So could you do something that's fun and seasonal so people look forward to like whatever the drink is on hand? Could you do champagne for VIPs? Think about what you can do with complimentary snacks and beverages that elevate the experience. So if you come in and you got bags of Frito Lays and 25 cent bottles of water, you check the box for having snacks and drinks. But does that feel like a luxury experience to you? What if people walk in and instead you've got the most expensive bottled water imaginable? It might only cost you three or four extra dollars, but it's very noticeable to your clients. So how can you elevate what you're doing with the snacks and drinks that you're offering as complimentary options for people when they're in the office? All right, number two, personalized luxury moments. So we've talked about some of these things before, but a handwritten card like welcoming the client so you know they're a new client, they've never been into the office before. What if you're prepared with a welcome card, introducing the provider and welcoming them to the practice. How cool of a differentiator is that? On the way out the door, can you give them a personalized product sampling bag like a welcome bag that's not just off the shelf, that's handed to everybody? Maybe you have some options and an SOP for your staff on how to put together a customized welcome bag for new clients. Differentiate the experience there again, making sure that you're remembering the birthdays and maybe treatment anniversaries and providing surprise and delight opportunities for your prospect via those personalized luxury moments. We're in a group of other agency owners and the owners of that group, Josh and Yesenia, do a really good job of adding these touch points to like different coaches and members of the community. They're phenomenal about staying on top of those personalized luxury moments. For example, when a member of the group is speaking and we're down there in Miami, they've got like welcome gifts in the hotel ready for the speakers with handwritten cards. Find those types of opportunities. Number three, luxury magazine cover level esthetics. So what can you do in office like backlit treatment rooms with adjustable lighting. Make sure the glass, the displays where your products are, are really nice instead of just clutter, cluttered. Shel, do you have white glove cleanliness standards in the office? So when people walk in the room it looks spotless, like no one's ever been there before. High end looking decor and setup. So remember, you can have high end office decor without spending a ton of money. There are plenty of affordable options for decor and bells and whistles to make your setup feel luxurious without necessarily spending a ton of money. People aren't checking the brand name on the bottom of the chair. So keep in mind, you know, those things do matter. We're in the business of aesthetics and the aesthetic of your practice demonstrates to some extent how seriously you take that. Number four, high touch point boutique level communication. So elaborating on point number two here. I talked to somebody recently who told me they do welcome handwritten welcome cards two weeks post appointment for every new prospect that comes in. How many of you are doing that? We're in a business that's reliant on retention and stickiness and getting people to fall in love with us so they stay with us long term. Why are we missing those types of opportunities? I loved that. I think everyone should be doing something like that. So, handwritten cards, two weeks post appointment. A welcome video before the appointment. So if you're looking at your list of clients for the day and you've got three new patients on the list, what about having the provider or the injector actually film a video welcoming them? Tell them, telling them they're excited to see them later or the next day? Very few of us are doing that. I thought that was a really good idea. Here. After the treatment, video summaries from the providers. So here, here's as a reminder. I know we went over in an office, but here's what we did today. Here's what to expect here. Aftercare instructions, checking in with prospects, and not a generic automated message. So many of us are trying to automate everything in our business right now and AI everything. And the reality is, as a med spa, the products and the services that we're offering are largely commoditized. The service and the experience is what differentiates us. So check in with people, do it authentically. Have the providers actually have a list where they're texting and calling people a couple weeks post appointment to check in on them. Show that they care. Hey there. Wanted to briefly interrupt the episode to make a quick ask. If you're a podcast listener, it would mean the world to us if you leave a review for the podcast, whether that's on itunes or Spotify. It's something I hadn't really remembered or thought of asking for, but it does help us show up more frequently so that we can reach more people with the information that we're providing. So it mean the world to us if you'd leave a review on itunes or Spotify, if you're listening on audio, if you're watching on YouTube, make sure to hit the subscribe button. So you're in the loop for future videos and you don't miss any of the content that we're putting out. Number five, those surprise and delight moments. So the things that the catalyst here, this is another thing from unreasonable hospitality. But what could you do that your patients would be so excited that they would share it with others online? Right. They're going to post about it on Instagram and a story about how phenomenal the surprise and delight moment was. So anything that you can do to think about how to surprise and delight your prospects, add those to your SOPs, incorporate it into your treatment plans, make sure that your staff knows that that needs to be on the radar. Number six, VIP and membership luxury add ons. And I wanted to talk about this because I think you have to be careful. So some ideas here are do you have some sort of extra element of luxury that pairs with exclusivity? So like a members only lounge, VIP only events, invitation only events, things like that. The caution here is if you're doing this in a way that's a turn off to your non member prospects, I think you do risk diminishing the experience for those people. So if people feel like, hey, I like coming here for service, but I don't feel like the membership is the right thing for me and as a result they might be spending lots of money with you, they might be top quality clients or patients, but they're not a member. So they don't have access to your members only lounge. That can feel a little bit funky. So what I would recommend is if you're going to do something that has a VIP or membership based luxury add on in your practice, do this carefully. So maybe members are automatically in the VIP program, but clients who have been with you a certain amount of time or spend a certain amount of money, they're also invited into that VIP experience. So it's not just exclusive to the one thing members and seven the last thing on the list, which is I honestly think is the most important thing. I end so many of our videos with this, but it's be the best if your people and processes are elite. That's going to do a better job of differentiating you as a luxury provider than anything else. So making sure that you've got people that are well paid, that are elite at their jobs should be the goal. Because if you do that, that ties the bow on the luxury experience of your med spa and ultimately you have to pass the smell test. You can do all of those other things right, but if people get in the and the provider is uneasy, they're shaky, they don't instill confidence, all of those other things can be dialed in and it's not going to matter if your front office staff checks the boxes in terms of following the sop, but they're awkward and clumsy and don't have personality skills and don't present well, that's going to leave something to be desired too. So ultimately you're going to need to be the best you got to pass the smell test. But those are some ideas. If you have any other ideas, please share those in the comments below. I hope that got you thinking about different options to incorporate more luxury experiences in your med spot because ultimately that the way that you're going to differentiate your business and retain clients.