Let's TalkLet's TalkA category where the enquiry is shopped across four clinics in one sitting, and the one that answers first usually keeps it.
Send us access to your forms, your ad accounts and a fortnight of enquiries. We time every response, measure how many consultations were booked and how many attended, and come back with the three changes worth making first. Recorded walkthrough, no call required.
Four failures we see repeatedly in this vertical, and what each one actually costs.
Aesthetics is shopped. Someone deciding on a treatment fills in three or four forms in the same half hour and books with whoever responds while they are still thinking about it. A clinic replying the next morning is not competing on price or expertise - it is competing with an appointment that was already made. Response time decides more of this than the offer does.
A booked consultation costs nothing to record and a meaningful share never arrive. Reports built on bookings look healthy while the diary has gaps, and the campaigns producing the least committed enquiries look best because they produce the most bookings. The gap between booked and attended is where most of this category's wasted spend actually sits.
A plumbing enquiry is a name and a problem. A med spa enquiry naming the concern someone wants addressed is health information about an identified person, submitted deliberately. That is squarely within scope whatever the current position on pixels and analytics, and it is the part most clinics have never looked at because the compliance conversation only ever reaches the patient records.
A small redeemable deposit collapses the no-show rate, and most clinics refuse to ask because they expect to lose enquiries. They do lose some - almost entirely the ones who were never going to attend. The volume on the report falls, the attended consultations rise, and the reason it is rarely tried is that the first number is the one everybody watches.
Business outcomes rather than dashboard metrics. None of these is a guaranteed number - where we do guarantee something, it is written into the offer above.
The real deliverables, not a list written to make a proposal look thicker.
Not the general agency pitch. The reasons that only apply to this kind of business.
It is nearly always the cheapest available improvement and it reduces the case for a bigger media budget, which is the line we are paid on. We do it first because buying more enquiries for a flow that answers the next morning is spending money to lose in a race, and in aesthetics the race is genuinely how it is decided.
The enquiry count on your report goes down and attended consultations go up, which is an awkward conversation in month one and the right trade. The enquiries lost were the ones with nothing invested. Most agencies avoid recommending it because the headline number is what gets judged.
A field asking which concern someone wants treated turns an enquiry into health information about an identified person. That is a real distinction with real rules behind it and it is usually nobody's job - the compliance conversation stops at patient records and the marketing forms are never examined. We raise it and tell you to take the specifics to your own counsel.
Every enquiry from the last fortnight, measured from submission to first human contact. This number is usually the finding.
Automated acknowledgement in minutes with a real follow-up behind it, because the decision closes fast here.
Two numbers in every report from here on, so the gap cannot hide inside one figure.
A small redeemable amount plus a confirmation sequence. Volume falls, attendance rises.
What each one collects, whether the enquiry needs it, and what it means once it exists.
Consultation-to-treatment rate per campaign, so budget follows the work performed rather than the cheapest booking.
The parts of this that come from having run it in this industry before rather than from running it well in general.
Aesthetics enquiries are submitted in batches to competing clinics by someone actively deciding, which makes response time close to decisive rather than merely helpful. A clinic that answers in five minutes is not out-selling the one that answers tomorrow - it is the only one that got to sell.
Most clinics contact an enquiry twice and stop. People researching a treatment for months are in that discarded list, and a long, low-pressure follow-up sequence recovers a share of them at no acquisition cost. It is the cheapest revenue in a med spa funnel and almost nobody runs it.
What a form collects matters more in this category than in any trade, and the position is narrower and more specific than the advice clinics are usually given. Getting it right is mostly about asking for less, which also improves completion rates - an unusual case where the careful option and the effective option agree.
A confirmation that sets out what the consultation involves, how long it takes and what it does not commit the person to removes most of the anxiety behind a no-show. That is a content problem rather than a reminder-frequency problem, and it is why adding a third SMS rarely fixes anything.
The closest engagement we can point at is a multi-state clinic network rather than a med spa, and the scale is not comparable - 54,000+ leads with cost per lead down 57%. The transferable half is that the cost reduction came from the flow behind the enquiry rather than from cheaper media, which is the same argument this page makes. The aesthetics-specific parts, deposits included, do not come from that engagement.
Read the full case studyMinutes, and that is not a figure of speech in this category. Aesthetics enquiries are submitted to several clinics in one sitting by someone actively deciding, so the clinic that replies while they are still on the page books the consultation and nobody else hears from them. Before increasing any budget, we measure what your current response time is - it is usually the finding.
A deposit and a better confirmation. A small redeemable amount removes the enquiries with nothing invested, which lowers your enquiry count and raises attended consultations. Then a confirmation that explains what the consultation involves and what it does not commit them to, because most no-shows are anxiety rather than forgetfulness and a third reminder does not touch that.
It is a question worth asking your own counsel, and most clinics have never asked it. A concern or treatment interest recorded against a named person is health information the patient deliberately submitted, which sits differently from analytics data. Practically, collect less - ask enough to route the enquiry and leave the clinical detail to the consultation. That also improves completion rates.
The position is narrower than the advice clinics were given in 2023. The theory that an IP address plus a visit to an unauthenticated page about a condition was itself protected health information was declared unlawful and vacated in June 2024, and HHS withdrew its appeal that August. But state consumer-health-data law reaches marketing sites regardless of HIPAA, and some of it carries a private right of action - so the risk moved rather than disappeared. Your counsel, not ours.
Yes, and for longer than you think. Most clinics try twice and stop, which discards everyone researching a treatment over weeks or months - a large share of this category. A patient follow-up sequence run over several months recovers some of them at no acquisition cost, which makes it the cheapest revenue available in a med spa funnel.
No. We put an immediate automated acknowledgement in front of them so the enquiry is held while someone is with a patient, and a structured follow-up behind them so nothing depends on remembering. The conversation that books the consultation should still be a person - what we remove is the dead time where the enquiry goes to a competitor.
This is one part of a bigger service. Here is the whole of it, and the closest neighbours.
No pitch deck, no discovery call you have to sit through. Tell us the situation and we will tell you whether we can help.