Vitality Medspa
Breaking a 3-Year Plateau
Vitality Medspa had been stuck at $850K for three years. They'd tried new treatments, new ads, and discounts — nothing moved the needle. The real bottleneck wasn't traffic; it was a leaky retention system. We fixed both ends at once.
52
New patients/mo (from 18)
68%
Repeat-visit rate (from 43%)
$1.9M
Revenue run-rate (from $850K)
Client snapshot
Vitality Medspa
- Type
- Medical Spa & Wellness
- Location
- Austin, Texas
- Size
- Single location, multi-provider
- Primary services
- Injectables, facials, body treatments, wellness
- Engagement
- Growth package — acquisition + retention
The background
About Vitality Medspa
Vitality Medspa had a loyal following and solid treatments, but revenue had been frozen near $850K for three straight years. They'd tried everything they could think of — new services, different ad agencies, aggressive discounts — and nothing stuck.
When we audited the practice, the problem was clear: not enough new patients coming in, and too many existing patients never coming back. Marketing money was being spent at the top of a bucket with a hole in the bottom.
The challenge
The Problem — A Bucket With a Hole
Vitality didn't have one problem — they had two, working against each other.
Stalled Acquisition
- Just 18 new patients a month from inconsistent, untracked ads.
- Not enough new demand to grow past the plateau.
Leaking Retention
- Repeat-visit rate sat at 43%.
- More than half of patients never came back — and nothing was being done to bring them in.
No Patient Communication
- No email or SMS program.
- After a visit, patients heard nothing — no rebooking, no offers, no reason to return.
Discount Dependency
- Growth attempts leaned on discounts that trained patients to wait for deals and eroded margins without building loyalty.
The solution
The Solution — Fix Both Ends of the Funnel
We rebuilt acquisition to bring in more of the right patients and built a retention engine to keep them — so every new patient was worth far more over time.
Predictable Patient Acquisition
Tracked, high-intent campaigns that brought in qualified new patients consistently — replacing the on-again, off-again ad spend.
- Full conversion and call tracking
- High-intent Google + Meta campaigns
- Treatment landing pages with booking
- Weekly optimization toward booked patients
Acquisition dashboard
Image placeholderRetention & Reactivation
An email and SMS program that keeps Vitality top-of-mind — rebooking prompts, treatment plans, and reactivation that bring patients back without discounts.
- Post-visit rebooking and treatment-plan flows
- Win-back campaigns for lapsed patients
- Seasonal and membership offers
- Segmented messaging by treatment history
Email/SMS revenue
Image placeholderSpeed-to-Lead & Nurture
Automation that responds to every inquiry instantly and nurtures it until it books — so no new patient slips through the cracks.
- Speed-to-lead response in under 60 seconds
- Multi-touch nurture across SMS + email
- Missed-call text-back
- Appointment reminders to cut no-shows
Automation workflow map
Image placeholderThe results
The Results — The Plateau, Broken
Measured over the first 12 months.
New patients per month
+189%Repeat-visit rate
+58%Monthly marketing spend
ScaledReactivation revenue/mo
+600%Email/SMS attributed revenue
New channelAnnual revenue run-rate
+124%Key milestone — Within the year, retention revenue alone exceeded what Vitality used to generate from new patients — the plateau was gone for good.
What we deployed
Services we deployed for Vitality Medspa
Stuck at the Same Revenue Every Year?
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