How do I win back med spa clients who stopped coming?
By the Margin Media team · Updated
A med spa wins back lapsed clients by contacting them directly, by text, with a short personal message and an easy way to book. Pull a list of everyone who has not visited in longer than their usual gap, remove anyone who opted out, and invite them in without making them explain why they left.
Why do clients stop coming?
Rarely because of a bad visit. They moved the appointment once and never rebooked, their provider left, money was tight for a season, or another spa's ad reached them at the right moment. A client who drifted is easier to bring back than a stranger is to bring in, because they already know the way to your door.
What are the steps?
This is an afternoon's work the first time and less after that. The care goes into the list, not the message: who is on it, who must be left off, and how many you can answer in a day.
- Pull a list of clients with no visit in longer than their usual interval.
- Remove anyone who asked not to be contacted, and anyone with an unresolved complaint.
- Write a two-sentence text that names your spa and invites them back.
- Send in batches small enough that every reply is answered the same day.
- Offer two open times to everyone who replies.
- Send one follow-up a week later, then stop.
- Record who booked, so you know what the list was worth.
What should the message say?
Less than you think. Your spa's name, a line saying it has been a while and you would be glad to see them, and a question they can answer with yes. Don't mention the treatment they had; a text can be seen by others. Don't guess at why they left. If you include an offer, that is your call.
How does Margin run a win-back for a med spa?
Margin runs a win-back campaign to your past clients from your spa's own texting number. Replies are handled by Mia, the AI receptionist, who offers an open time and books it onto the portal calendar, and your office is told. Each thread can be read in the portal.
It needs two things first: carrier approval of the texting number, and a list of past clients from your booking software who agreed to receive texts. How that list is brought across is gone over on the audit.
What Margin sets up for this.
- A win-back campaign to past customers
- Booking onto your calendar
- Your portal: every call, text and booking
What a business needs is decided on its audit. It is a one-time setup fee and a monthly fee, with exact numbers on the audit.
How Margin works for med spasSee the portal with a sample businessThe Med Spa Accelerator
Related questions
How long before a med spa client counts as lapsed?
When they have gone noticeably past their own usual gap between visits. A med spa should look at each client's history, not a single cut-off, since someone who visits twice a year is not lapsed at four months.
Should a med spa offer a discount to win clients back?
Try a plain invitation first. A lapsed med spa client may only have needed asking. An offer is a business decision, and if every win-back comes with one, clients learn that staying away pays.
How often should a med spa run a win-back campaign?
A few times a year is enough for a med spa, with each client receiving it only when they are overdue. Running it constantly to the whole list turns an invitation into noise and brings opt-outs.