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A day in the life with a medspa business – clients arriving for appointments, phones ringing, bookings being taken, administering treatments…
It’s a lot. And on top of all this, you also need to send out emails with specific treatment guidelines before and after every booked appointment.
Sending out pre- and aftercare emails is a really critical part of patient care, but with so many things going on, it’s easy to get overwhelmed.
But what if we told you that you can automate this?💡
Read on for all the details…
The importance of pre and aftercare communication
Great client communication is essential in the medspa industry.
Pre and aftercare communication prepares clients for their treatment, so they know what to do and what expect. It also leads to more successful treatments, improved patient safety, and an enhanced customer experience in your clinic.
Why pre-treatment communication matters
Making sure clients are fully informed about what they do should before their treatment is essential to achieving the best possible results. Miss out an instruction and a procedure can have less effective (or even negative) results.
However, it’s not always easy, with one of the challenges health providers face being the varying levels of health literacy among clients.
It’s critical to inform clients of what they should or shouldn’t do before their appointment, in a way that is clear and easy to understand.
This is what a medical spa recommends if a client books a Hydrafacial:
- Avoid laser or chemical peel treatments for at least two weeks before.
- Minimize sun exposure, particularly by avoiding tanning beds.
- Refrain from using exfoliants for at least two days prior to the appointment.
- Wait at least two weeks after filler or Botox to get a Hydrafacial.
The role of after-care in client satisfaction
Your role as a medical professional doesn’t end after the treatment is complete — clients also count on you for clear aftercare guidance. This is especially true for more invasive procedures such as hair transplants or cosmetic surgery.
However, aftercare is important for all treatments. Sending out documented aftercare instructions helps to ensure clients follow the proper protocols following their treatment, which will help them in getting optimal results.
Benefits of automating pre and aftercare emails
Sending precare and postcare automatically by email is preferable for a number of reasons. It means you never forget, it saves time, and it means that every client gets the same communication – which is great for consistency.
The best part of automating it? It’s a rinse and repeat system. You set it up once and simply let it run, freeing up time to focus on what matters most.
Consistency and reliability
Whether it’s a non-invasive procedure or routine check-ups, sending clients a pre- or aftercare email or SMS helps build trust and reliability.
It also means that clients get the same message, no matter what practitioner they see, or what practice location they visit. Unlike verbal communications which may be quickly forgotten, or a leaflet that is easily misplaced, email communications are documented and easily available for clients to refer to whenever they need it.
Time and resource efficiency
It’s not just about your clients – you stand to benefit, too!
Setting time aside to send out pre-care and post care communications for every appointment booked is simply untenable long term – it’s just too much admin.
Having an automation workflow set saves you hours of time and energy, letting you skip the manual outreach before and after every appointment.
Personalizing the client experience
Automation also means you can simplify and enhance your clients’ journey.
Whether it’s pre- and aftercare instructions, consent forms, appointment reminders, or feedback requests, automating these tasks takes them off your plate.
With our practice management system, Pabau, you can easily personalize communication based on the appointment type, so each client receives information that is specific to the appointment they had.
No generic pre- and postcare communications here.
Encouraging repeat business and referrals
Reaching out to clients throughout their journey shows that you prioritize exceptional patient care and genuinely want clients to get the best results.
In turns, that makes it more likely they’ll return – and recommend you to others.
A well-cared-for client is your best testimonial.
How to write an effective automated email
Creating an automated email that feels personal and helpful doesn’t have to be complicated – here are our best practice tips:
- ✉️ Nail the subject line
The subject line will decide if someone opens the email or not. Keep it short and sweet and to the point, such as “Here are your aftercare instructions.” - 👋 Use a warm and welcoming greeting
Start with a friendly “Hi [Client’s Name]” — it’s personal right from the get-go so the client will know the instructions are specifically for them. - 📋 Get to the important stuff fast
There’s no need to waffle – dive straight into what they need to know. Use bullet points for easy reading and to keep things simple. - 💼 Keep it friendly but professional
You’re the expert, but if you use complicated medical terminology you’ll lose them. Write like you’re talking to a friend – helpful but not stuffy. - 💌 Make it personal
It’s really important that the instructions are specific to the treatment they received. This is easy to do, even when it’s automated. - 😊 Use a call to action (CTA)
Give them a clear next step, like booking a follow-up or telling them who they should contact if they have any concerns about their treatment.
How Pabau enhances pre and aftercare communication
Automated emails don’t have to be generic. Pabau’s automations feature is among the best Pabau features and is ideal for improving the customer experience.
Customizable email templates and a pre-built template library
With Pabau, practices can customize email templates to fit their needs, with no requirement to pay extra for email marketing platforms like Mailchimp.
Whether it’s precare instructions or post-treatment guidelines, you can adjust the communication to make it feel personal to your practice. If you’re pressed for time, Pabau’s pre-built template library has you covered.
Setting up automations for routine communication
Say goodbye to sending emails manually!
As we’ve covered, Pabau automation can help you to set up consistent pre- and aftercare communications with minimal effort. But you can also use it to take care of all routine client communications in your practice.
Set up automated emails to welcome new customers, send out post-purchase emails, and even recall clients who haven’t visited in a while.
Appointment reminders and scheduling
One thing we hear a lot from our clients is the struggle with no-shows.
Pabau has appointment reminders and scheduling woven into its communication tools, so you can send out appointment confirmations and reminders to clients prior to their appointments. Even better, these go out by email and SMS.
Patient intake forms
Using Pabau’s intake forms ensure you collect the information you need from clients before they attend their appointment.
Simply include the link in the appointment confirmation and the client can complete and sign the form, digitally, in their own time – instead of on the day.
With these customizable patient intake forms on hand, your team will always be prepared, and it streamlines the experience for clients, too.
Sending educational content
As we’ve covered, Pabau makes sending out educational content for precare and aftercare simple. If you want to go the extra mile, you can supplement pre and postcare email communications with educational video content.
It’s often a better way to engage clients in their treatment journey. Instead of sharing written text, they can watch the guidelines in action.
Patient feedback
Want to know how your clients really feel?
Pabau’s patient feedback tools allow you to gather post-treatment reviews – automatically. Simply check a box at the time of booking and the feedback request will be sent to a client after their appointment. No manual work needed.
Routinely collecting these insights are invaluable in refining your services, client satisfaction, and keeping your medspa at the top of its game.
Matching specific emails to specific treatments
We might be a one-in-all software, but there are no one-size-fits-all emails here.
Pabau enables you to link specific emails to particular treatments, so your clients can get information that’s relevant to their exact needs. In other words, if someone books a laser treatment, they’ll receive a laser treatment pre- and postcare email.
Echo AI – simplifying the writing process
And we saved the best for last – did you know Pabau has its own integrated AI tool – Echo AI? You can use it to create everything from service descriptions and prescriptions all the way to customizing letters and generating treatment notes? 👀
Use it to rephrase your text, change the tone, and fix any typos, and you can do this while sipping your coffee instead of wasting precious time.
Streamline your pre and aftercare communication with Pabau
Pabau makes keeping in touch with your clients effortless.
It’s an all-in-one practice management software that will help you take care of every step of the patient journey. From precare instructions to aftercare follow-ups, you’ll send the right message at the right time – without lifting a finger!
Book a demo and discover how Pabau can simplify your workflow today.
