Med spa revenue is capped by chair utilization. No-shows, empty slots, and under-upsold memberships quietly eat 20-30% of potential. We build the systems that protect the chair and grow the average ticket.
The CRM under this system is Relay, our own product, set up for med spas. You can sign up and switch it on yourself today, no call needed. Relay has a free plan with no card at signup; texting starts on a paid plan.
These aren't hypothetical. They're the exact gaps we see over and over when operators show us their day-to-day.
An industry-wide problem. A no-show at 2pm isn't just lost revenue; it's a slot that couldn't be filled because the waitlist never got pinged. Aggressive multi-touch confirmations drop no-shows by more than half, not 10%.
Customer books a $500 laser session. Never hears about the membership that would've saved her money long-term. She's the perfect member; she never gets asked because the checkout staff rotates and the script is inconsistent.
Filler injected on Monday. Swelling on Wednesday. Customer panics, calls a competitor, posts a bad review. A scheduled day-3 check-in from the spa ('here's what's normal, here's what to call about') prevents all of this.
You have a 'tell a friend' program. Nobody knows about it. Nobody triggers it. A post-happy-result automatic referral prompt, sent at the moment of maximum customer delight, is the difference between a dead program and a real growth channel.
Every system below is custom-configured to your spa, not a generic template. If you already have parts of this, we integrate with what's working. The review automation runs on ReputeLift, our own software, so it is built and supported by us rather than resold, and it never filters who gets asked: that is Google's rule and the FTC's, not a preference.
Booking confirmation, then a reminder before the appointment carrying an easy reschedule link, then a staged final nudge on the day. A client who reschedules two days out is a slot you can refill; a client who vanishes is not. When someone does cancel, the waitlist text goes out so the hour does not stay empty.
The booking confirmation and the post-visit follow-up both carry the membership pitch, so the ask happens on every treatment instead of depending on which staffer is at checkout. Enrollment itself is taken by your team: there is no one-tap self-serve signup link in the standard build, and the savings line is copy you set per treatment, not a figure the system computes.
New consult booked, and the consent form, medical history and photo intake go out automatically shortly after booking, with a reminder before the appointment if it is still not back. Consent is captured as a signed, timestamped record. The consult starts with the information already in hand instead of a clipboard in the waiting room.
Day 1: 'how are you feeling?' Day 3: 'here's what's normal, here's what to call about.' Day 14 (filler): 'fully settled?' Touchpoints prevent complaints, drive loyalty, and create natural rebook windows.
The renewal reminder, the easy-cancel message and the 60-day win-back are all staged and written, and your team enrolls the members coming due into the ladder. Nothing auto-renews a membership or charges a card on our side. The value here is that the sequence exists and runs to completion, which is the part that never happens by hand.
Review ask fires at day 7 post-treatment (peak result visibility). Referral ask fires at membership renewal (peak commitment moment). Both tuned to the psychological moment of highest willingness.
Automation for a med spa business is scoped on a call with Martello Systems. That covers the CRM, missed-call text-back, no-show reduction sequences, membership upsells, post-treatment check-ins, and the team that builds and runs it. Keeping a few no-shows a month out of the chair covers most of the fee.
Book a 15-minute demoFewer empty chairs, because a client who has been reminded twice either shows up or tells you early enough to fill the slot. Membership sign-ups climb because the upsell moment is consistent regardless of staffing. Post-treatment complaints drop because the check-ins catch concerns before they become reviews. Referrals climb because the ask happens when the client loves the result.
Spas that don't have memberships and don't want them. Membership-free spas get value from the no-show reduction and review automation, but the full ROI comes from the membership layer. If you're philosophically against recurring revenue, this is limited for you.
Relay has a free plan with no card at signup; texting starts on a paid plan. Prefer it built and run for you? A free 15-minute call covers what is leaking and what a system would cover.