How Glow Medical Aesthetics Brought Back $42,000 From Patients Already in Their Database

Two simple automated campaigns brought in about $42,000 for Glow Medical Aesthetics. No new ads, no discount codes, just patients who were already in their database.

Background

Glow Medical Aesthetics is a multi-provider cosmetic clinic known for neurotoxins, fillers and advanced skin packages. They were great at bringing in new patients. But over time, their database filled up with two groups nobody was following up with:

• Botox and Dysport regulars who hadn't been in for 90+ days

• Skin package buyers who stopped coming partway through sessions they'd already paid for

The goal was to bring both groups back without a "We miss you, here's 20% off" blast that would cheapen Glow's premium brand.

The plan: two groups, two messages

Instead of sending one message to everyone, we sorted Glow's inactive patients (no visit in 90+ days) into two groups based on what they'd bought before:

1. Patients with unused package sessions got a "let's finish what you started" campaign.

2. Patients whose last treatment was Botox or Dysport got a "time for your touch-up" reminder.

Each group heard a message that made sense for them, and nobody got a discount code.

Phase 1: "Time for a touch-up"

Neurotoxins like Botox and Dysport usually wear off in about three to four months. That makes timing the whole message. We reached out at about three and a half months, right when patients start noticing their lines coming back and before they've stopped thinking about it.

Here's exactly how it ran

The text came from "Sarah at Glow Med" and reminded patients it had been about three and a half months, with a link to book. Anyone who didn't book got a short email three days later about why staying on schedule keeps results looking consistent. Anyone who booked or replied stopped getting reminders.

The results:

• 420 lapsed neurotoxin patients contacted

• About 22% booked within 7 days

• $24,250 in bookings, averaging about $260 each

Phase 2: Finishing pre-paid packages

This one surprised us. Plenty of Glow's patients had bought a skin package, like four microneedling sessions for $1,200, then stopped after the first or second visit. They got busy, forgot, or hadn't seen results yet.

The clinic already had the money, so it was easy to overlook. But a patient who never finishes a package never sees the full result, and that patient is very unlikely to ever buy another one.

So we reached out to everyone with sessions left who hadn't been in for 45 days:

The text reminded each patient how many sessions they had left and invited them to book the next one. If they hadn't booked after five days, the system automatically gave the front desk a task to call them personally.

The results:

• 85 patients with unfinished packages contacted

• 41% booked their next session straight from the text

• Another 18% booked after a call from the front desk

• 35% of patients who finished their package bought a second package or maintenance skincare, about $18,000 in new sales

Helping patients finish what they'd already paid for led straight to their next purchase.

What your practice can take from this

• Timing beats discounts. Reaching out right when a treatment wears off gave patients a real reason to book. Nobody needed a coupon.

• Different patients need different messages. A Botox regular and a package buyer have different reasons to come back.

• Let the system do the first round. The texts and emails ran on their own. The front desk only called the few patients who hadn't booked.

• Don't overlook pre-paid patients. Unfinished packages are a satisfaction problem waiting to happen, and a sales opportunity once they're finished.

Find out what's sitting in your database

Every cosmetic practice has its own version of these two groups. Book a free 20-Minute Patient Comeback Plan, and we'll look at your list together and show you what a 30-day reactivation could bring in.

Book your free 20-Minute Patient Comeback Plan

Want the full how-to? Read How to Get Your Patients to Come Back.