Be Medispa ' s customer care app transformed the way the spa engages clients .
were not upholding the promise of an exceptional patient experience ,” says Dr . Hester . “ The pandemic allowed us to see this more clearly than ever , as we temporarily lost consistent communication with our patients .” After recognizing that instant access to information was a consistent demand among their guests — and determining that traditional communication channels like email weren ’ t leading to the levels of engagement and patient service that the spa prides itself on — the spa responded by developing its own customer care app . The app allows the spa to “ instantly notify patients of office updates , promotions , fresh digital content and more ,” according to Dr . Hester .
Be Medispa ’ s customer care app also allowed the spa to focus on seamless , frictionless messaging and highlight their
success with patients . Because , as Dr . Hester says , the spa ’ s brand is “ communicated through reviews , referrals and results ,” it was important that any communication tool the spa utilized allowed them to educate patients and address their concerns in a more immediate fashion . The app did exactly that . “ Gone are the days of scrolling through your phone three weeks back to find that one email newsletter with promos from your favorite place ,” says Dr . Hester . Instead of requiring patients to receive information from multiple touch points , the app concentrated communications in a way that let the spa practice core tenets of good service , responding quickly to questions or inquiries to soothe patient anxiety , fears or concerns before they ever walk through the door .
The convenience of using an all-in-one communication
tool like an app is something that Dr . Hester was confident would increase engagement , and his confidence was well
placed . Because the app allows patients to contact the spa simply and conveniently , engagement has risen considerably . In part , Dr . Hester chalks this rise up to meeting patients where they are and simplifying the spa ’ s approach . “ Communicate with [ your audience ] how they communicate with you ,” he says . “ This will build trust from the first
“ Communicate with [ your audience ] how they communicate with you ,” he says . “ This will build trust from the first point of contact . Giving your audience multiple ways to receive information and contact you gives your business more opportunity to grow .” point of contact . Giving your audience multiple ways to receive information and contact you gives your business more opportunity to grow .”
FEATURED SOURCES
KATHY RIVARD Spa Director THE WELLHOUSE AT BLACKBERRY FARM
— DR . PAUL HESTER , owner , Be MediSpa
The contrast in approaches between The Wellhouse at Blackberry Farm , Rancho La Puerta and Be Medispa illustrates the reality of effective guest communications in 2021 : there are good principles to adhere to but no such thing as a one-size-fits-all approach . Understanding what it is that draws guests to the spa is critical for every business . Beyond that , success will likely come down to how effectively spas can highlight that appeal to their guests based on their unique brand and offerings . As Roma Maxwell puts it , “ You have to look at you property , your services , your offerings to seek the experience that you ’ re then going to communicate . The feedback is right there . It ’ s from which treatments are being booked , which treatments are not — all that stuff . That ’ s really the fertile soil from which all your communications come .” ■
ROMA MAXWELL Director of Sales & Marketing RANCHO LA PUERTA
DR . PAUL HESTER Owner BE MEDISPA
JUNE 2021 ■ PULSE 35