In this business, the cycle is the customer.
Every treatment you do has a fade date. Tox softens at three or four months. Filler at six to twelve. Your facial clients are due back next month, and your laser series clients in four to six weeks. Those dates already exist — they're just not written down anywhere.
Reach someone before the fade and they rebook. Reach them after and they've already been somewhere closer to home. Most software helps you chase new leads. We build the recall: the message that lands in week eleven, the deposit that locks the slot, and the waitlist that fills the one they cancel.
We didn't guess at your business.
This kit was designed against how med spas really operate — a sales side that ends in a treatment plan, a retention side that runs on treatment-specific clocks, and a clinical gate that neither one is allowed to walk past.
Every treatment has a fade date, and no two are the same.
Tox is a three-to-four-month cycle. Filler is six to twelve months. Facials are monthly. A laser series is every four to six weeks until it's finished. One flat ninety-day “we miss you” blast fires late for half your list and early for the other half.
The chair that stays empty never shows up in a report.
The median med spa runs its calendar at ~38% utilization; the top of the market runs closer to ~80%. Nothing flags the client who simply didn't come back — they just stop appearing. Most of the ones who churn show a signal within about thirty days of going past cycle.
The rebook happens at checkout, or it mostly doesn't happen.
Top-earning med spas get ~7 in 10 clients rebooked within twenty-four hours of the appointment; the average is closer to ~4 in 10. And it compounds: a client rebooked once still cancels ~37% of the time. After two or more, that falls to ~4%.
A cancellation is an open slot with a five-minute shelf life.
Someone drops Thursday at 2:00. If the text goes to your waitlist inside five minutes, the first person to answer takes it — that's roughly ~40–50% of last-minute openings filled. If it goes out that afternoon, the slot and the revenue are both gone.
Two boards, with the stages this vertical actually uses.
Not a blank CRM you have to design. These are the two pipelines your account opens with — and the violet markers are the two places the board refuses to let something slip.
Med Spa Sales
- New Inquiry
- Contacted / Nurture
- Consult Booked
- Consult Attended
- Plan Presented
- Treatment Booked
- First Treatment Complete
Client Retention
- Active Client
- Rebooked
- In Treatment Series
- Member
- At-Risk (30+ days past cycle)
- Win-Back / Lapsed
Treatment Booked is gated on the good-faith exam. If the GFE flag isn't complete, the confirmation sequence holds, a task is created, and you get an alert as the treatment date approaches — nothing advances past an unmet exam. The flag is a status, never exam content. Rebooked is the stage the whole retention board exists to feed; every other automation in this kit is there to move someone into it.
Your recall calendar, by treatment.
The difference between a busy med spa and a half-full one isn't lead volume. It's whether the next visit gets booked before the last one fades — and every treatment family has its own clock.
The single biggest lever in this vertical: the next appointment gets asked for the same day, in the same thread as the aftercare message — not on a call list somebody works when there's time.
The next rebook date is stamped automatically by treatment family, so the recall is a scheduled event rather than a memory. Tox at eleven weeks, filler at nine months, facials monthly.
The client moves to the At-Risk stage and a personal-touch task lands on someone's list with their name on it. Not another broadcast — a person, while there's still time.
Win-back is treatment-specific, not a flat ninety days, and runs three messages over twenty-one days: a check-in with no offer, then a relevant recommendation, then a provider-personalized one. It recovers ~20–35% within sixty days.
The whole front office, already wired.
Every one of these ships configured and switched on, named for this vertical, and pointed at the two boards above. You adjust the details; you don't build any of it.
Speed-to-lead on every source
Web form, chat widget, Instagram DM, Facebook lead form, Google Business Profile and missed calls all get an instant text and email, land on the sales board, and are tagged by source. ~78% of patients expect a reply inside ten minutes, and almost nobody gets one.
Missed-call text-back
A missed call texts the caller straight back and notifies the front desk, with a separate after-hours version. In a business where the phone rings during treatments, this is the cheapest lead recovery there is.
Consult confirmations, reminders and the deposit
Confirmation with a deposit link at booking, then reminders at 48 hours, 24 hours and 2 hours. Three-touch reminders take no-shows from the ~17–22% vertical average into single digits — and the deposit is what gives the reminders teeth.
No-show recovery and waitlist fill
A warm “everything ok?” text one to two hours after a miss, which gets ~30–40% rebooked the same week. And on any cancellation, the waitlist gets texted within five minutes — first responder takes the slot, deposit attached to the same message.
Plan follow-up that doesn't call it a loss
A consult that ends in a plan nobody bought gets its own lane, not closed-lost: a personal text from the provider two hours later, the written plan the next day, and an offer to hold a specific slot on day three. Most conversions happen between the second and fifth contact.
The good-faith exam gate
Every booked treatment is checked against the exam flag. If it isn't complete, the confirmation sequence holds, a task is created, and the owner is alerted as the date approaches. The gate is workflow state — no exam content, no chart notes, nothing clinical enters the marketing system.
Pre- and post-treatment touchpoints
Prep instructions a week out, the day-before and two-hour confirmations, same-day aftercare, a day three-to-five check-in, then the two-to-four-week results message that carries the rebook prompt and the review ask together. Tox gets its own fifteen-minute day-fourteen results check.
Series tracking that notices a stall
Laser runs six to eight sessions, microneedling three to six. The next session gets prompted at each completion, and if nobody books within twice the normal interval, the abandoned series is flagged before the package quietly dies with sessions unused.
Memberships, loyalty and the seasonal calendar
Monthly credit reminders, renewal and failed-payment chase, birthday-month perk, cancel-save with a sixty-day win-back, plus the manufacturer loyalty enrollment nudge. Seasonal campaigns follow the real aesthetic year: laser in January, series starts in March, resurfacing in September, tox two to three weeks ahead of the December events.
Reviews, timed to the result
The ask fires when the result is actually visible — a day or two after injectables, same day after a facial, at the follow-up for body work — by text first, email as backup. Never incentivized, because that gets reviews pulled.
Referral, credited the way this vertical does it
Nearly half of first-time patients come from a friend. The referral reward is $50 for them and $50 for the person who sent them, credited when the friend completes their first service — and the referrer is tracked back to their own record, not lost in a spreadsheet.
Compliance rails, on from day one
STOP and HELP handling, do-not-contact, quiet hours, consent capture on every form and a cap on broadcasts. Marketing forms never ask medical-history questions — that belongs in your medical record system, and the line between the two is a design rule of this build, not an afterthought.
Half the chairs in this market are empty. That's the opening.
Utilization, not lead volume, is what separates the top of this market from the middle — and most of it is won or lost in the minutes after a treatment ends and the weeks before the next one is due.
Median med spa calendar utilization. The 90th percentile runs near ~80%. The gap isn't demand — it's whether the next visit got booked.
Clients rebooked within twenty-four hours of their appointment at top-earning med spas. The industry average sits closer to ~4 in 10.
Cancellation rate once a client has been rebooked two or more times. After a single rebook it's ~37%. The habit is the retention.
Of last-minute openings filled when the waitlist is texted within five minutes of the cancellation. After that window the slot is simply gone.
Figures are published industry research and platform benchmark data, shown to illustrate where the opportunity sits — they are not a projection of your results. Utilization, rebooking, no-show and win-back figures are medians and cross-practice benchmarks; yours will differ by market, staffing, treatment mix and execution.
Your first thirty days.
Configuration is ours, not yours. Here's the sequence — and the points where we need something only you can give us.
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Days 1–3
Your account is built, not handed to you blank
Both pipelines, your treatment menu, the self-declared concerns list, provider names, membership tiers, budget bands, appointment types and the lost-reason list — all created and named for a med spa before you log in the first time.
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Days 3–7
Lead capture goes live
Web form, chat widget, Instagram DM, Facebook lead forms and your Google Business Profile wired to a consult request that asks for concerns, preferred provider and budget — and deliberately asks nothing medical. Missed-call text-back switched on. Every source tagged so you can see which ones actually produce.
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Week 2
Two things we need from you
Text-message registration and your sending domain both require a real human with your business details — regulation, not paperwork we invented. We prepare the submissions; you approve and sign. This is the step that sets your go-live date. We also flag the business-associate agreement your messaging stack needs before any messaging keyed to treatment interest is switched on.
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Week 3
Payments connected
Your Square account and dual-priced invoicing go live: booking deposits collected by text, membership billing on recurring rails, phased treatment plans as milestone invoices, and text-to-pay links ready to ride the recall messages.
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Week 4
The recall engine is armed
Cycle dates stamped by treatment family, the at-risk flag set at thirty days past cycle, win-back written per treatment, the waitlist fill live, and the seasonal calendar loaded against your year. Then it runs whether or not anyone remembers it.
Every automation ends at a payment. So we own that part too.
A recall that ends in “call us to book” is half a system. Your account runs on Square for processing, with dual-priced invoicing on top — the cash price is the price, and a client paying by card sees the card price beside it and chooses.
Dual pricing on volume that's already almost all card
Injectables alone are ~45–55% of revenue, tickets run high, and nearly all of it moves on cards at ~3% in processing. Dual pricing hands that cost back without changing what anyone sees at checkout — the menu price becomes the cash price, and the card price is derived automatically.
The deposit that makes the reminder stack have teeth
Your policy already says ~$50 or a share of the service on high-ticket bookings. The gap is collection — a front desk reading a card number over the phone. Here the deposit link goes out with the confirmation, by text, at the moment the slot is claimed.
Membership billing that runs itself
Memberships are this vertical's growth engine and they are pure recurring billing. On Square rails, with credit reminders, renewal and failed-payment chase, and a cancel-save flow — instead of a decline nobody notices until the next visit.
Phased plans as milestone invoices, and plans they can sign
The consult ends in a phased plan with a real number on it. Laser sells as six to eight sessions, microneedling as three to six. That becomes a structured invoice — deposit up front, phases released as treatment proceeds — and the written plan goes out as an estimate they can e-sign and turn straight into an invoice.
Text-to-pay, because that's where the answer comes from
It's how the deposit gets collected at booking, how the waitlist text lets the first responder claim a cancelled slot with payment attached, and how the week-eleven recall locks the next appointment. Answering the text is taking the slot.
Two plans. Month to month.
Everything above is included in both — the pipelines, the recall engine, the compliance rails, the payment rails. The difference is how much marketing and reporting surface you want on top.
- CRM and both pipelines
- Unified inbox — text, email, Instagram DM, chat
- Calendars and online booking for every appointment type
- Website and funnels
- Forms and surveys
- AI lead follow-up
- Payments and invoicing
- Everything in Starter
- Full marketing suite
- Reputation management
- Social planner
- Memberships — the recurring engine this vertical runs on
- Documents and contracts — e-signed treatment plans
- Advanced reporting
- Priority support
Fair questions.
Our memberships and saved cards are on another processor. Switching sounds painful.
Straight answer: this is the one real cost, and a membership-heavy business feels it more than most. Saved cards and active subscriptions don't transfer between processors, so each member re-authorizes once. What makes it manageable is that re-authorizing is a text with a link and takes under a minute — and it's a natural moment to remind members what their monthly credit is worth. Everything else moves as boarding, not rebuilding.
Our clientele is premium. A card fee will feel cheap.
It isn't a surcharge, and the framing is the whole point. Under dual pricing every posted price is the cash price and the card price is derived automatically — the client sees both and chooses, the way a fuel station posts two prices. Nothing is added at the register and nobody is confronted with a fee. If you're still uneasy, start it on retail and packages before services; the mechanics support that.
We already have an EMR and it takes payments. Why add anything?
Your medical record system should keep doing exactly what it does — charting, photos, consents, exam documentation. None of that moves, and that boundary is a design rule of this build rather than a limitation. What an EMR doesn't run is the commerce and follow-up layer: deposit collection at booking, cycle recalls carrying a payment link, membership billing with dunning, review timing, waitlist fill. That layer lives on the interest, appointment and commerce side of the line.
Will automated texts about treatments get us in compliance trouble?
The kit is built for this vertical's rules rather than adapted to them. The good-faith exam gate is enforced as workflow state — sequences hold until the exam is flagged complete, and the flag is a status, never exam content. No chart notes, units, photos or medical history live in the marketing system. STOP and HELP handling, do-not-contact, quiet hours and consent capture ship enabled, review requests are never incentivized, and we flag the business-associate agreement your messaging stack needs before treatment-keyed messaging goes on. A deposit or renewal request is a commerce message about an appointment — the cleanest category there is.
Is this a generic CRM with a med-spa sticker on it?
No. The stage names above are the stages your board actually opens with. The eleven-week tox recall, the nine-month filler recall, the good-faith exam gate, the plan-not-purchased lane, the five-minute waitlist fill and the at-risk flag at thirty days past cycle are in the build because this vertical runs on them. They are not settings you have to discover and configure yourself.
Somebody on your list hit week eleven this morning.
The recall either goes out today, or it goes out after they've already booked somewhere else.
Automate With Us provides software and configuration services. Figures shown are published industry research or illustrative examples — they are not projections, guarantees, or representations of the results you should expect. Individual results depend on your market, pricing, capacity and execution. Processing costs vary by card mix and volume; the ~3% figure is illustrative and your effective rate will differ. Payment processing is provided through Square and is subject to Square's approval and terms. Text-message and email sending are subject to carrier and regulatory registration. Nothing here is medical, clinical, or legal advice; clinical records, photographs, consents and exam documentation remain in your medical record system and are never stored in the marketing system. Terms · Privacy