Health & Wellness · Los Angeles, CA
How a High-End Med Spa Recovered $8,400 Per Month and Cut No-Shows by 63%
Luxe MedSpa offers Botox, dermal fillers, laser treatments, and wellness services in West Los Angeles. They had a strong reputation and steady new client flow, but two problems were silently costing them a fortune: a 31% no-show rate that left treatment rooms empty, and no system to bring clients back for the follow-up sessions that their treatments required. In five days, we fixed both.
63%
No-Show Rate Reduction
$8,400
Revenue Recovered / Month
44%
Rebooking Rate
34
Leads Captured by Chatbot (Mo. 1)
The Challenge
What Was Holding Them Back
At an average ticket of $450 per appointment, Luxe was losing an estimated $8,400 every month to no-shows alone. Most of these clients had not cancelled. They had simply forgotten, or something came up and they did not bother to reschedule. The second problem was deeper: Botox clients need to come back every 3-4 months. Filler clients need touch-ups. Laser clients need multiple sessions. But Luxe had no system to remind clients when they were due. The spa was leaving enormous amounts of money on the table just by not communicating at the right times.
The Solution
What We Built
We deployed a three-part system: a robust appointment reminder sequence, a treatment-cycle follow-up tied to each service type, and an AI chatbot on their website to capture and qualify leads after hours.
Appointment Reminder Sequence
Three-touch reminder system: email at 72 hours, SMS at 24 hours, and a final SMS 3 hours before the appointment. Each message includes a one-tap reschedule link. Cancellations require 24-hour notice, which dramatically reduced same-day no-shows.
Treatment-Cycle Systems
Built service-specific follow-up sequences tied to appointment type. Botox clients receive a follow-up at 10 weeks post-treatment reminding them their next appointment should be scheduled. Filler clients at 4 months. Laser clients after each session in their multi-session package. Each message is warm and educational, not salesy.
New Client Welcome Flow
After a first appointment is booked, a 3-email welcome sequence goes out. Email 1: what to expect and how to prepare. Email 2: pre-treatment skincare guidelines. Email 3: a personal note from the medical director with their direct contact info. First-visit retention improved by 29%.
After-Hours Chatbot
An AI chatbot deployed on the services pages and homepage. Answers common questions about treatments, pricing, downtime, and contraindications. Captures lead information and books consultations directly into the scheduling system. Converted 34 leads in the first 30 days.
Reactivation Campaign
One-time campaign sent to all clients who had not visited in 6+ months. Personalized by last service received. Offered a complimentary consultation to assess their current needs. Reactivated 22 dormant clients in 30 days, generating $9,900 in revenue.
"The no-show problem was costing us almost $100K a year and we didn't even realize it. Within the first month of running the reminders, we recovered most of it. The treatment-cycle follow-ups brought back clients I assumed were gone forever."
Dr. Priya S., Medical Director â Luxe MedSpa
Project Details
Client
Luxe MedSpa
Industry
Health & Wellness
Location
Los Angeles, CA
Delivery Time
5 days
Services Used
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