How to Improve Client Experience in the Aesthetics Industry

Looking to build your cosmetic practice? Start by creating a seamless and positive experience that helps ensure patients and clients will be satisfied and choose to return and refer others to you.

Key elements such as streamlined scheduling, clear and honest consultations, personalized treatment plans that build trust, and flexible financing options can all contribute to a strong patient journey. Put these strategies into practice to improve client experience in your aesthetics clinic.

Streamline Appointment Scheduling

Many current and potential patients and clients may have busy schedules and find it difficult to fit cosmetic appointments into their lives. You can help make it easier for people to choose to book appointments with your practice by providing streamlined scheduling options.

• Offer online appointment scheduling. This has been shown to boost patient satisfaction and support more efficient care. A study of one healthcare practice found that over 20 months, the no-show rate for appointments booked online was 1.8%, compared with 5.9% for appointments booked offline. Online scheduling also reduced the incidence of unused or never-booked appointments, maximizing the utilization of available slots.¹

• Make service hours more flexible. Extending your hours and providing same-day appointments can help improve patient satisfaction and encourage greater use of your practice. When patients have easy access to timely appointments, it may help enhance their trust in your practice and the aesthetics industry, fostering confidence that their wants and needs can be met.

• Communicate your scheduling procedures. If you decide to expand your hours and flexibility for scheduling, be sure to clearly communicate the details about appointment logistics and policies. For example, if you will charge a fee for a no-show appointment, communicate that clearly on your website and other places where patients will be likely to see it. To help reduce no-shows, consider using technology tools that can provide automated appointment reminders via email and text.

Offer Treatment Consultations

Flexible appointment scheduling can help bring patients and clients through the door, but the experience they have during their visit is what will keep them coming back. This starts with providing effective, informative consultations.

• Listen to their goals. Approach each consultation as you would a meaningful conversation with friends or family: Listen carefully, communicate clearly and respond to concerns thoughtfully.

• Explain treatment options. In addition to understanding your patient’s needs, set realistic expectations and educate them about potential treatment options.

• Outline what to expect. Take time to explain the expected results, potential issues and costs of each option. Encourage questions and address concerns honestly. When clients have all the information, they can make well-informed decisions and feel more confident in their care.

Educate Patients Beyond the Consultation

In addition to presenting helpful information in the one-on-one consultation, there are a number of other options for providing education about cosmetic procedures to patients.

For example, consider providing patients and clients with educational videos, downloadable guides or email newsletters that include valuable information about what to expect with specific cosmetic treatments, recovery tips and wellness updates.

Personalize Care Plans to Meet Patient Goals

Another way to improve your patient or client experience is to develop an individualized treatment plan tailored to their wants, needs and lifestyle. Because no two patients are exactly alike, personalizing care helps demonstrate your commitment to their unique circumstances and helps foster a stronger patient-provider relationship.

Rather than assuming each patient or client will have a similar reaction to a specific treatment, ask questions and listen carefully to understand each individual’s response.

Make an effort to incorporate patient feedback and progress tracking into ongoing care. Consider using software that tracks patient feedback and results to help you better personalize your services.

By working to provide individualized care for each patient or client, you may be able to help boost patient engagement and build long-term relationships.

Offer Flexible Cosmetic Financing Options

Support investment in aesthetic treatments with flexible patient financing options. For many potential patients and clients, the cost of care may keep them from visiting your practice. For example, 2025 KFF data showed that about one-third (36%) of adults surveyed have, in the past 12 months, skipped or postponed getting healthcare they needed because of the cost.²

By offering flexible patient financing options, you may be able to attract patients who might otherwise assume aesthetic treatments are financially out of reach. When potential patients and clients are concerned about the cost of cosmetic treatments, having a transparent discussion about available payment options can encourage them to proceed with confidence.

Train staff on cosmetic financing communication

Consider training your staff to present financing options empathetically and clearly to improve the patient financial experience. That means approaching the discussions openly and transparently, framing the financial options as a way of helping patients move forward with care recommendations. Aim to explain the value represented by the cost of any procedures.

Connect on Social Media

Social media provides a platform to connect with current and potential patients and clients. Consider actively promoting your practice on platforms like Instagram, Facebook and TikTok to help attract and engage potential patients and clients. Use social media tools to showcase what services you provide and results:

• Before-and-after results
• Education about treatments
• Patient testimonials
• Special offers

When potential patients and clients see your posts on social media, they may become more aware of your practice and view your offerings credibly and favorably.

Follow-Ups Foster Loyalty

A positive patient and client experience does not end when the treatment is complete. By implementing policies and procedures that ensure ongoing communication and follow-up, you may help build patient loyalty in your practice.

For example, when following up with patients or clients after treatment, train staff to provide educational content and personalized recommendations for home care in their calls or messages. Also, ask post-treatment patients to provide feedback about their experience, which can result in positive testimonials but may also help demonstrate your care and commitment to improving the experience.

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

Nancy Mann Jackson is a journalist and content writer who writes regularly about finance and healthcare. Her work has been published by AARP, CNBC, Entrepreneur and Fortune. 

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