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How do you measure your med spa’s success? Is it appointments booked? Profit made in the last month or year? New clients gained?
What about your reputation?
Reputation matters, especially for med spas, where personalized care and client trust are the main drivers. Maintaining a sparkling reputation and managing client feedback are the keys to long-term success.
This is why managing what’s being said about your med spa is crucial — if you don’t, you risk negative comments taking over the narrative.
But without the right tools, managing surveys and online reviews is challenging, to say the least.
Today, we’ll uncover why surveys and reputation management should be a priority in your schedule and five ways Pabau can help you streamline client surveys and manage your med spa’s reputation with ease.
Why surveys and reputation management are critical for med spas
Your reputation, in general, shows how your brand is perceived by the public and the level of trust and credibility you have with your customers.
On a global scale, it’s proven that brands with a positive reputation perform much better in important aspects like sales, customer satisfaction, and loyalty, even potentially gaining better market share over competitors.
Consider these statistics:
👉Today, 98% of consumers feel that reviews are an essential resource when making purchase decisions. Also, a dissatisfied customer will share their experience with 9-15 people – those are all potential customers.
On the other hand, happy clients are not only more likely to come back, but they also share their experience with six other people.
Surveys and reputation management are crucial for taking a quick temperature check of how your med spa is perceived so you can adjust accordingly.
Here’s how they can be beneficial in your overall med spa success.
Measuring client satisfaction
Wondering how your clients really feel about you? Just ask them.
Surveys are really effective tools for measuring your clients’ satisfaction. They allow you to learn about their experience as a client, understand what they enjoy about your services, and gather suggestions for improving.
Some answers may be a hard pill to swallow, but customer feedback is great for gathering insights on whether you’re meeting your clients’ expectations and what you might need to tweak to keep clients choosing you over your competitors.
Some specific key metrics to track are:
- Overall satisfaction rating: How happy are your clients with your med spa experience?
- Staff professionalism and friendliness: What do clients think of your staff, and if they’d suggest things to improve?
- Likelihood to recommend (Net Promoter Score): How likely are they to recommend your med spa to others?
- Appointment booking and wait time: How your clients feel about your online booking process and your wait times to get checked in.
- Client retention indicators: How likely are clients to return? (It helps you identify factors that drive repeat business.)
Improving client retention
By asking for feedback with surveys and taking steps to manage your reputation, you show clients that their opinions matter and that you’re committed to providing exceptional service.
And when clients feel heard and valued, they’re more likely to return.
Returning clients are more cost-effective for your business. Studies show that acquiring a new client can cost five times more than retaining an existing one. Loyal clients not only return for repeat services but often spend more over time, making client retention a key driver of profitability.
And it doesn’t take a lot. Check this — as much as 35% of total revenue in businesses comes from the top 5% of your loyal, repeat clients. It really pays off to invest in client relationships, right?
Building trust and credibility
A strong online reputation is directly tied to the credibility of your brand. Potential clients often research med spas online before booking, considering the brand’s reviews and overall brand image before they make their decision.
If you’re actively managing your reputation by sharing reviews across different platforms and replying to reviews in a professional way (both positive and negative ones), you convey to customers that you’re trustworthy and transparent.
Trust is one of the leading factors for clients when choosing a business, and it’s especially important for a med spa, where clients trust you for their physical and mental well-being.
Driving growth and revenue
Client feedback is the most valuable — but also one of the least used — resources for driving growth and enhancing revenue.
By using surveys to learn what clients want, you can improve your service quality and exceed their expectations. Happy clients are more likely to spend on additional services, try new treatments, and recommend your med spa to others, leading to increased revenue and growth.
Additionally, surveys can reveal high-demand services or emerging trends, helping you keep your business relevant and appealing to clients and adding a new revenue stream for your business.
5 ways Pabau simplifies surveys and reputation management
Measuring and managing how your customers feel about you is more important than ever. However, doing so effectively can be time-consuming without the right tools.
This is where Pabau steps in. As an all-in-one practice management solution, Pabau takes the hassle out of collecting surveys and mastering your online reputation with ease.
Let’s explore five ways Pabau makes surveys and reputation management easier than ever.
Customizable survey templates
Your clients come back for the great service and experience they get in your med spa. They expect consistent treatment and communication at every touchpoint, including surveys.
Your feedback survey should reflect your brand identity and communication style. So, a generic feedback survey will not do.
With Pabau, you can customize your surveys and add questions to find out exactly what you need.
- Tailor your survey in your brand colors
- Add and position your logo per your preferences
- Use the full client name, only their first name, initials or leave it anonymous
- Choose survey questions from the question library or create your own (with our Marketing Plus upgrade, you get an unlimited number of questions in your surveys)
- Distribute your surveys via email and SMS
Automated survey distribution
After a busy day, the last thing you want is to manually send survey forms to your clients. On top of that, how can you keep track of who’s replied and who hasn’t?
Pabau takes the manual work out of sending surveys by automating the entire process. As soon as an appointment is checked out, Pabau automatically sends clients a customized survey, ensuring they get their feedback while the experience is still fresh in their minds.
By automating the distribution process, Pabau ensures that surveys are delivered at the most effective times — right after a client’s appointment.
Reviews dashboard
The first thing a potential client does when checking out your med spa is look at your reviews. Customer reviews are a powerful currency for getting new clients, but they’re not the easiest to manage.
Pabau’s review dashboard helps you stay on top of your reviews with a single place to gather, monitor and respond to client feedback across multiple platforms, including Google, Facebook, TrustPilot and Doctify.
This eliminates the hassle of jumping between different platforms to track what clients are saying about your business.
The user-friendly dashboard shows you your overall review score across all platforms and a breakdown of different review platforms. You can also find all your customer reviews, respond to them and hide less-than-ideal ones. This way, you can easily manage public responses to maintain a positive reputation.
Publishing and sharing positive reviews
After you get positive reviews from happy customers, you want to spread the word.
Pabau makes it easy for you to highlight positive client feedback by integrating reviews directly onto your website and social media channels.
With just a click, you can display top reviews on your website, booking site or service pages via our review widget, giving potential clients a first-hand look at the experiences of your current satisfied customers.
This social proof next to a real client’s name and – even better – a photo can help you boost trust and credibility, leading to more bookings.
💡 Pro tip: Place reviews and testimonials on high-traffic pages like your homepage or service pages and next to booking buttons to influence potential clients.
Why? Well, there’s a more than 70% increase in conversation rate from people who read reviews compared to those who don’t.
Image credits: Dr. Leah Clinics & Skincare
Google Reviews integration
Hooray! You have gathered a bunch of 5-star reviews on your website. Why not go a step forward and share them on the review powerhouse – Google?
With Pabau’s Google Reviews integration, you can automatically share clients’ great reviews on your Google Business profile.
After clients give you a 4 or 5-star rating on any question in the Pabau feedback survey, they are nudged to also share their feedback on Google Reviews.
Positive reviews on Google not only boost your online reputation, but also improve your search engine rankings and visibility, leading to more bookings and inquiries directly in Google. Talk about being worth it!
💡 The Google review integration is only available in Marketing Plus. Find out more about what you get as part of the Marketing Plus upgrade.
Distribute surveys and manage your medspa’s reputation easily with Pabau
Your med spa reputation is everything – it can help your business skyrocket to the stars – and so careful management is essential.
You can take proactive steps to manage your reputation by asking for client feedback after every appointment, managing and responding to customer reviews, and leveraging them for your business growth.
Reputation management doesn’t have to add extra stress to your already busy day-to-day. With Pabau you get access to a suite of tools such as:
👉🏼Customizable feedback surveys
👉🏼Automated review distribution
👉🏼Centralized review management
👉🏼Integration with platforms like Google
This means you can easily stay on top of client satisfaction and ensure your medspa remains a top choice.
Happy clients mean more bookings, and Pabau makes it effortless. Want to see how it works?✨Book your Pabau demo and let the good reviews roll in!
