5 Client Retention Strategies for Aesthetics Industry Practices

Cosmetic care providers can spend a lot of time getting a very up-close look at patients and clients — but how often do you take a big step back and examine their overall experience in your practice or business?

Research has shown that customer experience has a direct and positive impact on patients' perception of quality in cosmetic service providers.¹ That's a critical factor in encouraging them to complete treatment plans and keep coming back. And retaining patients and clients can be good business: One 2025 analysis found that patient acquisition costs across healthcare practices can cost anywhere from $247 to $1,435 per new patient, while patient retention costs just $35 to $85.²

These patient and client retention strategies can help cosmetic care practices and businesses find creative ways to increase patient volume and thrive.

Improve Client Experiences With Personalized Care

In today's market, tailoring your services to meet individual patient and client needs can be an ideal way to differentiate a cosmetic care practice or business. In a 2024 consumer study, 97% of regular salon and spa visitors surveyed said personalization during in-person visits is important.³

Here are three ways to help your patients or clients feel valued:

Dive into patient and client histories

Before each appointment, cosmetic care providers can do a thorough review of each patient or client's history or intake information. Not only does this save them the hassle of repeating themselves, but it can also help them feel seen and remembered. In addition, the review can create a strong foundation for informed, focused and efficient consultation.

For example, if a client expressed concern about a specific side effect during their last appointment, having their cosmetic care provider address that concern at the start of the next visit can validate the client's feelings and help them feel valued. 

Brainstorm customized service options

There are various ways to customize cosmetic care to help enhance client experiences. The best approach for your cosmetic care practice or business depends on what aligns most effectively with your service offerings and clientele. Some options to consider might include: 

• Dynamic treatment plans. These plans, also called a 360-degree approach, evolve one step at a time based on the patient or client's past results, lifestyle and goals. A 2024 study found that a 360-degree approach to facial aesthetic rejuvenation can help achieve optimal patient outcomes and the development of enduring patient-provider relationships.⁴
• Curated product recommendations. Similarly, retail suggestions can be customized for patients and clients as well. Rather than recommending the same treatment for everyone, provider recommendations might be based on in-clinic treatments and existing at-home regimens.
• Personal check-ins. Communication is the most significant factor in strong cosmetic care provider relationships with patients and clients.¹ That doesn't need to stop when the appointment ends. A quick follow-up call or text a few days following a treatment can show clients how much your practice or business cares about them.

Personalize service at scale with technology

Providing personalized care to every patient and client can feel overwhelming, especially when there are dozens or even hundreds of individuals. Fortunately, technology can handle much of the relationship-building and maintenance work, easing the workload.

Customer relationship management (CRM) systems are one example. CRM systems can store client data, from preferred products and treatments to important personal details and recent trips. They can also track progress through treatment plans and product trials. Many CRMs can handle communications as well, such as automated rebooking and confirmation calls or texts, and personalized email campaigns to help patients and clients stay engaged. 

Creative Ways to Increase Patient Volume

Beyond great service and effective treatments, loyalty programs can give patients and clients motivation to rebook their next appointment. Cosmetic care providers can leverage loyalty programs to help attract new clients and expand their customer base.⁵ 

There are many types of loyalty programs that work in the aesthetics industry, making it easy to find one that fits your clientele and service offerings. A loyalty program should be both easy to understand and offer rewards that your patients or clients value, which could look very different from one cosmetic care provider to the next.

Incentivize repeat business with loyalty programs

Types of loyalty programs can include:  

Points-based systems. Patients and customers earn points for dollars spent, treatments booked or appointments booked. Points can be redeemed for discounts, freebies or other rewards. Points-based systems can be designed to encourage more transactions or higher transaction volumes. 

Tiered rewards. Patients and clients access increasingly valuable rewards as they meet predetermined spending thresholds. These thresholds are often associated with status designations, like silver, gold or platinum. These programs encourage provider-patient relationship longevity. 

Memberships or subscriptions. For a regular fee, patients and clients are entitled to a set amount of services, products or treatments that are discounted based on volume. These programs may also offer members-only access to events or promotions. 

Referral programs. Offering referral perks can turn satisfied patients and clients into powerful word-of-mouth advertisers. Cosmetic care providers can offer rewards, discounts or priority booking for each referral. 

To determine which program type is best for your practice or business, take a close look at your clientele's motivations. Would they value early access to new procedures? Exclusive discounts? VIP events? Offer rewards that reduce known barriers to optimizing their treatment outcome or booking additional services.

Promote loyalty programs with a warm invitation to join. Waiting room signage, consultation materials and digital promotions can help get the word out. Staff can introduce the program during checkout to showcase what rewards or points patients and clients could earn during that very transaction. 

Encourage Return Visits With Exceptional Service

Creating a positive in-office experience, including relationships with staff and welcoming touches, can help make your patients or clients simply enjoy being at your cosmetic care practice, and may encourage them to come more often. 

Encouraging great customer service might include: 

Training staff to improve client experience 

A unified, consistent customer experience can be a joint effort by every staff member. Patients and clients should feel like every staff member — from receptionists to providers and beyond — is operating from the same service playbook. Each practice may have its own priorities, but warm greetings, active listening and offering beverages in the waiting room are examples of rituals that can make appointments memorable. 

Implementing a feedback and complaints protocol

Negative feedback is a part of running most businesses. When staff members adopt a uniform, empathetic approach to managing complaints, patients and clients can feel validated and valued. Staff should acknowledge the client's issue, apologize for any inconvenience and explain what they plan to do to resolve the issue. 

Delighting patients and clients with small touches 

Sometimes it's the small things that make all the difference. Consider unique interactions or perks designed to please your patients and clients, such as: 

• Aromatherapy
• Beverages and snacks 
• Handwritten thank-you notes
• Heated blankets or seat warmers
• Surprise perks, like product samples 
• Waiting room tablets with cosmetic care education resources

Help Patients Stay on Track With Flexible Financing

It can be frustrating for cosmetic care providers and their patients and clients when a well-crafted, comprehensive treatment plan gets thrown off course due to financial reasons. Offering flexible financing options can help ease cost concerns and may get patients and clients back on track with their treatment plan — and back on the books.

Some common financing solutions in the aesthetics industry include: 

• Practice-based payment plans. Cosmetic care providers can offer their own short-term, interest-free payment arrangements.
• Credit card options. Accepting credit cards, especially a health and wellness-focused option, may help cosmetic care costs fit into patients and clients' budgets.
• Third-party lenders. Lending platforms can help patients and clients afford larger treatment plans by offering a way front to pay over time.

Flexible financing can help patients confidently move forward with treatments by breaking costs into convenient monthly payments. The CareCredit credit card, designed specifically for health and wellness expenses, offers a revolving line of credit that clients can reuse at your practice and other providers. Special financing options can also encourage commitments to higher-cost treatments and follow-up visits.

Continuously Improve With Client Feedback

Patients and clients have opportunities to give feedback, from online reviews to comment cards. Cosmetic care providers who view feedback as valuable intel rather than individual complaints to address or ignore can use the information to help reach higher levels of excellent service that keep patients and clients coming back. 

Places to find and encourage feedback can include:

• Digital, post-visit surveys. Send short, digital surveys via email or text within 24 to 48 hours of a visit.
• Online reviews. Monitor review platforms like Google, social media and Yelp closely. Respond to all reviews.
• In-practice conversations. Train staff to ask for informal feedback during checkout.

Carefully read and track reviews. Watch for trends and themes and make actionable changes to improve client experience. For example, if multiple reviews complain about the booking process, consider investing in a more intuitive system.  

Optimize Your Patient and Client Experience

Optimizing your cosmetic care practice or business's patient and client retention strategy can help encourage more visits with an in-practice experience that people value. By prioritizing personalized experiences, rewarding loyalty, delivering exceptional service, offering financing and continuously refining their approach based on feedback, cosmetic care providers can create a practice or business that patients and clients want to return to time and time again.

A Flexible Financing Solution for Your Cosmetic Practice

Want to make it easy for patients and clients to manage the cost of treatment at your cosmetic practice or business? Consider offering the CareCredit credit card as a financing solution. CareCredit offers individuals a way to pay for surgical and non-surgical treatments and procedures over time while helping enhance the payments process for your practice or business.

When you accept CareCredit, patients or clients can see if they prequalify with no impact to their credit score, and those who apply, if approved, can take advantage of special financing on qualifying purchases.* Additionally, you will be paid directly within two business days.

Learn more about the CareCredit credit card as a financing solution for your cosmetic care practice and business or start the provider enrollment process by filling out this form.

Author Bio

Natalie Burg is a writer, editor and editorial project manager with 20 years of experience. She uses her expertise from a range of industries, including economic development, business, sustainability and more, to create content that educates and engages readers.

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