Introduction – This Is medical. Millionaire, the podcast helping your Med spot increase in status, visibility and profitability. Join your host as he dispels myths, shares trends and gives you actionable steps today.That will take your medical practice to the next level. Here’s your host, expert marketer, and founder of Growth 99, Cameron Hemphill.
Cameron Hemphill – Hey everybody. Cameron Hemphill, Here you are, Host for Medical Millionaire. Hey, First off, thanks so much for taking the time to tune into our podcast. Our goal is to give incredible value and insight in the medical spa market. So if you’re an injector you own an aesthetics practice
This podcast is for you. my team. And I, we consult with with injectors and practice owners all over the United States. And we hear the challenges, we hear the successes and we internally incubate that, right? So when we hear that stuff, we want to actually talk about that collectively internally and then how can we put together valuable content to push that out to you no matter where you’re at with in your business or your practice to ultimately, get to the next level that you’re looking for. So if you’re thinking About getting into a set X4. You do on a med spa, you’re trying to go from one location to two or three to multiple, whatever your plan is. Our goal is to give you value in. Throughout this journey, we want to help take you to the next level. So I have a really cool client and, and guest on this show today and I want to introduce her, so I have dr. Hillary tagger with US. Today she has been injecting since two thousand and fourteen and really been an aesthetics mess of medicine. But you know Botox fillers. She worked for a plastic surgeon, and she has been able to position herself to go out on her own and create a very successful practice. And so Hillary we all let you talk more about that. Welcome to the show.
Hillary Taggart – Awesome. Thank you so much, Cameron. I appreciate you having me.
CH- Yeah. Thank you so much. And I know that you’ve been a client with us for for quite a while. And and we value that. And so you’ve been through the whole process of like building the website, the digital marketing, like like having tremendous amount of phone calls with with myself my team. And so we really developed a great relationship.
For I want to say, it’s been over a year. I’ll have to look, but, but I know it’s been longer than I think it’s been close to three years, Cameron accident. Three years. Okay. Well, I find anything like I’m trapped in like the covid. Like, I guess time machine where time just seems to be standing still, I guess. But, but no, I mean, we, we are so thankful to have you and I know that you have a tremendous amount of insight and Envision, you know, into how you’ve been able to do what you have done and so take us a little bit down memory lane, you know, how long have you have you been in this business? I know it’s 2014, but talk to you, talk to us about that on a granular level and then, we’re throughout that Journey talk to us about where you are today.
HT- Awesome. Yeah. So it’s a journey, right? Like everything else. It’s a journey. I think. Oftentimes, when we look at people in a snapshot of time and see their success or where they’re at, it can be easy to think, like, you know, while they got there so fast, or you don’t really see all the behind-the-scenes, Blood, Sweat, and Tears to get to that point. So I start in 2014 and kind of dabbling in it. It, I did, I work for a plastic surgeon and then I also went and worked for one of the top medical spas and including one of their their training facilities as well. So, I was training in Las Vegas and then also, in Salt Lake City, and about three years ago, I just kind of started doing some deep thinking and evaluating some things in my life and Um. Made the decision to go ahead and leave and go out on my own and start my own business. Which was a very, very scary thought. But wow, it has been incredible, hard, lots of challenges, but really, really fun and extremely rewarding. Um. And so I’m yeah, just come being up close to my third anniversary being out on my own. I’ve just expanded about six months ago rebranded. Um. And yeah, it’s been a really fun wild ride, but I’m gonna really, really good place. And I’m super excited about where I’m at right now and continually to add and grow every day.
CH- Yeah. That’s that. That’s awesome. I mean, it’s it’s cool to have, um, to have, ah, a client, friend like you that has. Basically, you’ve had this Vision, you’ve had the passion and then to see it through through execution, right? I think a lot of entrepreneurs or want your printers, even if you will, that they have these ideas and and they have a great skill set. And if you don’t take action, a lot of times you’re not able to see that passion and skill set, enter the marketplace and actually gives value to the people that need it most, right? And so I talked With, you know, entrepreneurs and business owners daily, obviously, in this space. And then even outside of the space, I talked with other folks and Mastermind groups that I’m affiliated with. But there is a challenge of taking that leap, you know and And I’ve seen that, I’ve kind of watched obviously from the digital marketing standpoint, and helping with the brand and stuff like that. And you’ve always stood out to me in the sense of your methodical and, and you’re a forward thinker, I guess. That’s a way that I’ve looked at it internally is you’ve had this idea? It’s not just like I’m going to start a business or go out on my own, but other ideas on a granularity. Tell like hiring somebody or creating a brand or a location, or like, what technology am I going to use? What process is, am I going to implement? And it’s been cool to see that and Where you are now. An excited to see where you’re headed. No.
HT- Thank you. Yeah. I think it’s um, that’s an astute observation. I think that there’s three things that I think, um, have really made a big difference with it. Um. Number one is goals I make. I’m a huge goal setter. Um. It’s interesting. Even when my husband and I nine years ago when we first got married, we were just reflecting on this and mind you, he, um, he has an undergrad and finance and an MBA. But a couple of weeks after we got married, I sat down. I said, okay, where are we financially. And what our financial goals. And he kind of laughed. And you know, if we said, okay, we’re going to save a thousand dollars or something you know, or you know, hundred dollars a month or something. So in a year you think, okay. Twelve hundred whites say, well, we’re going to have fifteen hundred.
And he’d say well how are you have 1500 if we’re only seven hundred a month? And is it cuz we will? Because things will happen and we’ll have it. And it’s so funny because it’s always happened. And so I’m a huge goal Setter when I left the medical spa and I was terrified you know I had no no idea how many clients would follow me and I was I was kind of broken, I’m not gonna lie, I was kind of broken when I left the med spa. I had seen a side of the industry that I didn’t particularly love, but I set a goal and I said, you know what? If I can just do x amount per week in sales and I kind of calculated out what that would mean for my take-home and for my family. And so I thought, you know what? If I can do that it’s fine and it was a fraction of what is making it the med spa but I just thought, you know what? It’s I want happiness, I don’t want money.
And that was two and a half years ago and I very often and doing just myself and injectables five to six times that a week and even this W last week, I did some different things I did 11 times, what my goal was originally two and a half years ago. So yeah, I mean goals are huge for me. Goals are a big ones but the second one would be like you said process and methodical and slow and steady wins the race. Right. I mean I didn’t sit there and just you know bang it out and try and stress and get.i. I definitely took a dip of how much I was making for a little bit but because I was slow and steady and very methodical about the way that I did things in the way that I created the type of environment that I wanted to. It’s it’s return to me exponentially. You know, my growth I’ve seen is exponential
And then I’d say that the last one that, um, is probably the most important one is, um, is is actually is financial. Frugality is for me personally. And this and other people might be wrong with this. Um I come from a father who was very, very, financially, frugal and taught me to be very good with my finances. So I know that there is a lot of med spas that I’ve heard from talking to friends or people in industry where you start a med spa. And you think, OK, I got to buy this machine and this machine? I got to offer this and I gotta offer this and five hundred thousand dollars later. You’re opening a med spa.
And I get it like, definitely it’s required some capital for me to do this. But I’ve been very cautious with the capital that I brought on hand because what I’ve maintained is, I don’t want to have to work to pay bills, I want to work because I love it and I’m making money. And so it’s put me in a really great position to enjoy as an injector owner, loving what I do and never feeling like worried. Like I have to work, I have to To sell this much amount today because if not, then I’m not going to be able to pay off my machines or my overhead or whatever. So I’ve taken a little bit longer than other people have maybe to grow, but that’s okay, because I’ve never enduring covid. When covet hit I wasn’t sweating for two seconds.
I was able to pull back and not one second worry about Financial Freedom or you know, finances and instead I was able to just enjoy the time at home with my kids. So for me those are three things that have been really beneficial. Maybe not the best way baby out the right way. It’s definitely not the way to scale a business, but for a small operation, how I’ve chosen intentionally to have, those have been some really powerful points for me.
CH- Wow, wow. That’s that’s, that’s incredible to hear it. You and I are very much like minded when it comes to the three of those. Like I can’t tell you how Mike like-minded, we are four for the goal setting like for number number one there and I wouldn’t put these in any particular order. Like, one is more important than the other, probably? Right. These are just some some high level of bullet points out. Imagine like a goal is
Goals and dream without action. Right. So so you have the the goal, and the goal could be exim out of of service treatments or X amount and and and revenue or or whatever the goal is right. But but then you you you calculated it out. You know, you had a plan and then you put that plan into action. It’s it’s um, there there’s a map and the roadmap. But then you have to actually like take action order to see it through. And and I can plainly agree, um, I go through my goals every single morning. And it’s kind of funny like once you accomplish one of those goals. And then Nike, just check it off the list. You’re like, wow, that was a goal a point. Now it’s just done. What? What’s the next skol that that’s always like caught me by surprise? Sometimes.
Because you if you’re constantly working on them than your goals, turn into achievements, that’s a super neat to hear. And then the process, the methodical slow wins the race. Big fan of that, I’ve always been said, like, when we hire people at growth that, you know, we’ve always been we’ve always been slow to hire and quick to fire actually. And I learned that from one of my mentors, a couple years ago, and I’ve kind of I used that Philosophy for other decisions that we made as a company as well. And I don’t think that you have to hit the ground running and hey, you know, we got to, we got to build this thing overnight. You know, things are built with with the plan and then and then having the discipline and the consistency to see that plan through, right and showing up in executing, so I agree 100%. And then the financial frugality like
That is that really hits home for me, actually, you know, I have actually talked about this a couple times offline, but time to really, you know, put yourself in a position to where you’re you’re not financially stressed, right? You don’t have to say, okay, if I don’t hit these goals like I have these payments coming up on these machines and and that can almost like impact your performance, right? Like your are you stressed out when You’re actually conducting a service treatment on somebody’s body you know or are you doing it with passion, right?
HT- These people good people aren’t stupid. They can they may not be able to articulate it but if I’m if I’m sweating because I think oh you know I’ve got this four thousand dollar payment coming up on a machine or something and I’m a little bit short because I took a vacation or whatever. So I think to myself, okay I got to upsell this
People feel it. It’s palpable. And I tell you this because one when I was when I was, I’ve been taught previously at other places that’s money money money sell sell sell. Don’t it doesn’t matter how much people their budget is. Just sell em, um. And and then not loving working in in that type of environment. And then it’s interesting, because as I’ve come and I’ve flipped that on its head and I’m very kind to people and just say whatever your budget is like, sure, obviously I’m going to educate people and say, like, look to do a full correction, it’s going to be three thousand dollars. But then I will say, but I understand that can be a lot of money for some people. And if that’s not with in your budget, let’s talk about that. And let’s see what we can meet your needs and discuss it. And I have in-depth conversations that people said to me just the other day.
I brought something up with somebody and I said, okay, that’s gonna be about $1400. And she said, you know, my budget today is 1000 and I said, great, I’m happy to work with your budget. I understand that money doesn’t grow on trees. So within that budget, I would rather I would rather treat you properly then under treat. So let’s pick two out of those three areas that we just discussed and then you can save up and come back and and that creates trust and then when I have that trust, I’ve got that client for a long. Long time because she trusts me and she knows that I have her back and that I appreciate and understand. And I’m not going to take advantage of her like many other places will. And so I think that’s also been a key component to my success is, is understanding where people are at from both a natural standpoint or whatever type of results they want from a financial standpoint. So that I establish trust and rapport with my clients and then I retain them because of that.
CH- Yeah. I mean, I would assume that you have generated a tremendous amount of referrals through word-of-mouth, just by setting, like, transparency and correct expectations up front, where it creates that trust right.
HT- right. Yeah, I mean, just, you know, a couple weeks ago you and I were chit-chatting about expanding some different stuff and you kind of mentioned, you know, have you thought about paid, you know, advertising and my response is I I have no desire to pay for advertising, right. Now, I’ve actually I’ve never paid for advertising, obviously, I’ve used your services for SEO for my website, which you’ve done in a killer job on and has made a huge impact on my business and I’ve worked with influencers, but I’ve never paid Yelp, or Google or Instagram, or anything like that. And I think a lot of that is because I mean, I know that I track my referrals and I would say probably half of my clients that come to me are word-of-mouth. And that’s powerful. I mean, we all know in marketing. That’s the most powerful marketing tool and not just becomes because when you do a really good job. Um. And I. And when I say really good job, I’ll also throw it out there and say, I don’t think I’m the best injector. The perfect injector. I’m definitely there’s other very talented injectors in my in my area and throughout the U S. But I do think that one of the areas that I Excel in is my communication with my clients and my trust with my clients and my ability to work with clients of all different, um, places in life with all different desires concerns. And because of that, I’m able to meet their needs and whether that’s client that’s coming in and they can only afford two hundred dollars or I have clients that are spending twenty thirty thousand dollars with me. You know a year. Um. But I just adapt myself to meet my clients needs and communicate effectively with them
CH- I think that’s. Yeah, I mean it’s 50%, you know, referral base is huge. That means that, you know, you’re definitely doing something right and, and people enjoy that. And the last thing somebody wants to do is send a referral that where they don’t feel confident, you know, if you feel if they feel confident that, hey, no, you have to go see Hillary. She, she shows she does all my stuff. She’s going to take care of it. They feel confident in them. And then you take care of them. And then what happens is, then they refer you to other business, right? Like people are connected to so many people, especially where we are. Yeah, right. Like, that’s right. Malik City for sure.
HT- . I mean, when I think another important thing with that too, is that I’m very careful to stay on brand. I and who I am as a person. Like, if I tell people, when they come in, I say I’m natural. Like look at me. I am. I am a A J.Crew of Med Spas, right? I’m not a Hot Topic. Med Spa. I’m not a Forever. 21. Med Spa like and some people will say I’m playing and some people will say that I under treat and and that’s okay. I’m very natural with it because that’s my aesthetic. It doesn’t mean it’s the best set of. It doesn’t mean it’s the right aesthetic. So there are times that if people want really big lips or Kardashian type of outcomes, I refer them and say, you know what, I may not be your injector because that’s typically not what I do because Is again, my brand is natural. I had somebody that was mentioned to me one time. You know, you should show bigger lips on Instagram, people want bigger lips and I said, you know, I get the people want that, but that’s not me. That’s not who I am. And so, although I could gain a couple of followers or a couple of people from that, I would also lose people and it’s more important to me to stay on brand.
Who? I am as a person and the type of injection styles I’m comfortable with and that I like I like I said, I do have plenty of girls that come in and like that little bit of a more popped look. And that’s great. And they’re wonderful clients. And I’m happy to meet their needs. But that’s not who I’m going to advertise that I treat. I’m going to end. So someday times, I save money by sending people to other people, because if they say, oh, who does your work. And they say, Hillary in people’s mind. They say, oh, my gosh. You know, that’s way over done that gets out into the community, too.
CH- Yeah. Very very true. Very well said, absolutely. I mean, and that’s not what you’re selling, right. The last thing you want to do is like I put something out there on a social media platform. That’s really not what you are comfortable doing. Right. Yeah. So it’s almost like.
It’s almost like a false advertisement in a way you know if people start going down that path. So I think that’s great. I mean you’ve stuck with your core competency, you stuck with what feels right and did to you and and it’s definitely worked in your favor and in your clients favor for sure. And so
HT- I think this industry, I think there’s so much of like that. I mean, obviously with any type of beauty, there’s always going to be Ends, right? And so there’s there’s trans there’s different Aesthetics and people feel like and I think the industry makes you feel like you have to offer everything and we especially if you’re growing or starting out. You want to be able to do everything, you don’t want to turn down a client, right? Because that’s that’s potentially Revenue but I think that some of the best business decisions that you can make is actually being very cautious.
I had a client last week who was she was a very nervous Nelly and she’s coming to me before and she oh my gosh, she was so anxious. And she’s talking about this and talking about that and talk about these different things and she didn’t really know what she wanted. And then she mentioned her under eyes and I finally just flat-out said to her and I said, hey sweetie just so, you know, I said we’re not even going to go there, I won’t do your under eyes and she kind of took a step back and she goes, why not? And I said because you’re too nervous and you fixate on things and you won’t like the job that I do. Do because you’re just going to fixate. So I’m just going to save you and I the hassle and I’m just not going to do your under eyes and she looked at me a little dumbfounded. But the truth is, is when you’re in this industry long enough like you’ll hear other injectors, say it like the best money you can save is turning away those quote unquote Karen’s, right because, you know, those clients aren’t going to be happy and so the couple hundred bucks that I could make for that is not going to be worth it with the headache that I’m gonna have to deal with her. And then with her potentially saying,
But she didn’t like it or even just the process of me injecting her and her freaking out over the first couple of days and swelling and bruising the things that happen. And so again, I think just being very cautious with who you choose to inject. But a lot of that comes from clarity within yourself. So so that’s really important when you’re starting out is to ask yourself, who am I as the type of person. And what type of people do I want attract to my business? And so you know, there’s other med spas in the area that do have really good job with their marketing and their branding. And their niche is completely different. Even dare, I say the antithesis I want to do. And again. That’s not right or wrong. Good or bad? That’s just what it is. And so they do a really good job.
And they’re very successful because who they are but there’s other people that don’t agree with that and that’s not their aesthetic. I always going to go back to, you know, do you like purple hair or do you not dye your hair at all? Some people are some people like rainbow, some people like natural and so go with what suits you because you’re going to track those type of people.
Break Time – Thank you for listening to Medical millionaire. I wanted to take just a few short moments and tell you all about growth 99 University naturally. If you’re listening to Medical millionaire, the success of your Med Spa is extremely important to you and as it should be. And if you’re listening to Medical millionaire, you are obviously looking for the best most effective ways to take your meds spot to the next level in both profit and customer success enter. growth 99 University ranging from online education courses, all the way to the Sweet of marketing and web services growth 99. Has your Med Spa covered. No matter the challenges that you’re facing we are ready and able to help you achieve your next level in business profit and freedom to inquire about all of our support services and products, please visit growth 99.com. And while you’re there, click the university link and check out the companion. Course, to this very podcast back to the show,
CH- Absolutely. And I think that also, I mean, that’s that’s confidence within yourself, right? It’s like, hey, look, I can go ahead and do this. And I already know it’s the wrong decision, because of like the backlash that’s going to come from it and multiple waves, right? And be like, no, I’m going to own my skillset. I’m going to do my trade and this
You’re in my chair. Basically I’m I’m gonna consult you, right. Yeah. Um. But yeah, I’ve seen my wife do that a lot. She’s been in the hair industry for a long time and chill. Just chill have that exact conversation. No. I’m not gonna do it. So I’m gonna look right. Um. Let me just do what I what I do because this is going to be a PR process. And I’m trying to avoid you know, any shortcomings down the road. And you’re right. That comes from the clarity within that comes from the confidence that comes from experience and and thinking, long term. Right. Instead of like, oh, that quick. Couple hundred bucks or whatever. A thousand bucks. Okay. Cool. I can buy a new toy or whatever. Right. But well, you’re ultimately just creating long-term damage is what you’re doing. Yeah. Yeah. I completely agree. So so I want to talk about one thing. Really will just Pivot but you.
You said that okay like people come in and even before they open up a med spa like they got, hey I got the new Morpheus a tour. I got this new blazer. I have to I’ve heard it too. By the way, I have to start making sales right away because I have these payments coming up, you have not done that and so as you have you know, as you came into this business you know by yourself did you start out with with just doing me? Mainly injectables or and then basically like living through that Financial for gallery putting in a position then to then say, okay now I’m going to go in dust and this type of laser or talk us through that process.
HT- Yeah. So I’d love to actually tell a story. I love, I love storytelling. I think it just storytelling metaphors. It just, you know, you could sit there and tell you bullet points. But unless you understand the story behind it, it doesn’t really stick with you. So, one of my favorite stories that I really try and remind myself, a lot of is my first initial investment in this, because it’s good and it keeps me keeps me humble to remember where it came from. So, back up a little bit. The reason why I got Into injectables, I just graduated from NPC school. I found out, I was pregnant, I was 17 weeks pregnant and I found out that my daughter actually had a giant omphalocele which is where the intestines are born. On the outside of the body. I didn’t know if she was going to live or die. It’s a pretty big birth defect. That’s oftentimes associated with other issues that you know aren’t compatible with Life.
And so I had a friend that was in starting to get into injectables. And she said, you know, you should try this. It’s really fun. It’s good money. It’s part-time and I’ll teach you. And I was like, OK, cool. So literally she taught me in her kitchen. Okay. It was like a two hour training. She taught me and I was often running, which is really terrifying, actually, to think about back then. But that was, you know, seven, eight years ago as a wild, wild West. And um. So I was working for, um, a business at the time that they were going to go to this trade show. And I was thinking, you know what like, I can work at this trade show? And if I offer Bo talks for eight dollars unit, it’s a killer deal. And I’ll get some good business from it. And then, um, I also a friend of mine owned a lash studio. And so she was renting me a room in this little, tiny, lush studio. And she said that she would email out all her customer or clientele base. You know, a couple thousand people and we’d throw big Botox party. So I thought, oh, my gosh, this is gonna be it’s gonna be awesome. I’m gonna.
I’m going to make, you know this big weekend, so I ordered ten thousand dollars worth of Botox. Now, to put things in perspective, I just graduated from it and P program and I had about 70, 80 thousand dollars of debt from that. I was with a complicated child. That I had already spent about 15 thousand dollars in medical bills racking up. I had a lot of bills at this time and this is part of my financial frugality because I started off a little scary. So I put in this big ten thousand dollar order and I was terrified but I thought, you know, between these These two things I’m going to make it up and make some good money. Pay off the medical bills. Whatever. So I go to the trade show and I only do about 1,500 maybe two thousand dollars worth of sales there wasn’t that great obviously, I didn’t know what I was doing, you know, that’s fine. And then I go to this Botox party. Well, the guy that was in charge of sending things out, he never sent it out. So I had my friends and my family show up and maybe about three other people.
And it sucked Cameron bad, it was really bad to put things worse. My husband wasn’t there that weekend. His mom was in the ICU and I fell. I mean, it was seriously bad. That was like, the beginning, like, big bang weekend. I was supposed to have this sucked and I like to remind myself of that because I am so, I am very successful now and I came from my first weekend be a complete. Or failure if you look at it like that. So if you’re listening to this and you’re struggling, don’t give up, you got this, it’s not about the big, one offs pow, you know, home runs. It’s the slow and steady. So that was my beginning know eventually, you know, I sold the product.
And I was a lot more cautious and only bought a couple of vials at a time in the future. Now I put in attend twenty thousand dollar order. You know every other week and don’t bat an eye. But it took me seven to eight years to get there. And that’s okay. So slow and steady wins the race. Another point that I liked to bring up with this too that I think that, um, with with creating long-term growth put people over profits. That’s been a really, really big, important thing that I’ve learned along the way that I’ve looked at other businesses the way they’ve done things the different places I’ve worked when you place profits first, which obviously as a business. I know you always have to keep pro effets in mind. You’re in business to make money. Not just employ people. So I get that, but I’ve been very cognizant that I’ve been very generous and kind to my employees and.
It’s paid back, I mean exponentially to do that. I mean, shoot, I’m sure you feel the same. I know that I don’t know how your inner workings, but I know that we’ve been with you for several years Cameron. I’ve seen the same names on there and they do a really good job and your team is awesome and I’m sure you do the same. Like you said, we’re like minded people come before profits because when you focus on the people, the money will come. But you perfect focus on the people, your clients and your Knees that you work with and the money comes right?
CH- Yep. Absolutely. I mean yeah, I mean, you’re you know, running a business. You have to maintain profitability and remedies definitely important but the service that you provide is what pays those profits, right? And a lot of times I even have to remind our employees to, you know, because I I kind of I carry a pretty big like
Customer satisfaction Throne. It’s very important to me that like everybody’s happy and I need, you know, our employees to be happy as well. But I, sometimes, I can, I demand a lot out of my Cave of customer puts in it, a support ticket, if they reach out like I expect a response immediately last thing I want to need. Yeah. And then, I don’t want to have a company that’s like, you know, I, you know, the customer reaches out known replies, like that’s not who we want to be. The customer will leave, they’re not happy. There’s other people that would gladly take their business, no problem. And I hear that in our industry constantly like where people will migrate to us or like, yeah, I put in like no one, right? No replies. Like they can’t get a response. Has some like what? Why? So I, I have to sometimes remind our employees, I’m like, hey, you know, you realize who employs, you’re right? And they’ll say you, and I’m like, no, no, I don’t employ you. Our customer customers employee. That’s how the leash. So if you want to, you know, if you want to keep, you know, having a good career for long term, like we have to take care of our place? Same goes for you. Same goes for any business, right. Like your customers actually pay.
HT- Yeah. They do. We absolutely do which you know. I love that you just said that. Um. Because I, you know, as I was creating this new website, there’s three things that I’ve really thought strongly about my brand name. And I have on my website that you guys put on there for me is service over sales. And so when I look at my clients, I look at her, how can I serve my clients. And I talked to my staff about that. A lot of of worse serving were not selling. Were serving. We’re meeting people’s needs were solving people’s needs, people have problems and I help them want to help them articulate it. Because people can say, like, I don’t like how I look right? And then I can ask them because I obviously am good at what I do. And so I can help them and say, well, what is it specifically tell me this and then I can dive in and say, okay, so what you’re saying, actually? So they say I look tired. Well, what that means is they have anterior medial, you know, deficit and they volume loss. And and their skincare regime, you know really kind of or regiment kind of stinks and so I can articulate for them but I problem solved by serving. I don’t sell them if I just say you need this this and this I educate them. So they understand it and then the sales come the prophets, the money comes when you serve and when you focus on your client,
CH- 100% agree on and I want to read this from your site. It says we value our clients. We speak to provide you with personalized natural results. With transparent pricing, we honor You by promising to have integrity in all that we do. Our three commitments are number one education instead of ego which I love service instead of sales which is what you just talked about and then trust instead of taking advantage. And that’s right there on your right on your homepage. And I know you You know, live in breathe out of those three bullet points right there for sure.
HT- And that’s the thing that’s important thing. Like again I’m not perfect. Believe me I make plenty of mistakes. I’ve you know, I’ve I’m not the perfect injector. So I make mistakes, but it is important that I put those on there because that’s why I’m trying to emulate, right. That’s what I’m trying to be. You can put whatever you want. Slogan hashtag that you want. That sounds really good for marketing. But unless you see unless you live and breathe it, it’s B S and people see through it. So that’s the most important thing. Like if you want to come up with a cool slogan you got to live in and you gotta teach your team to live at two. Otherwise it won’t do a darn thing you might gain. You might get you know somebody in the door, but you’re not gonna keep them in the door. And you and I both know it takes what they say. Seven times the Mt. To get a new follower than to retain one. So I think you know one of the most important things that I can do that I’ve really focused on is retention. How can I keep people happy? Now obviously there’s some people that you and I both know you can’t keep them happy. But I will say again, Cameron, there are a few hiccups.
In the beginning, mainly because of me where I wasn’t quite sure exactly what I wanted and you were awesome about meeting me where I need it. And then we’ve grown, I started off with a really minimal package because that’s where I was at. And as I’ve grown, you’ve grown with me and been happy to add different services, and we’ve talked about the price to make sure, you know, it works with my budget and it’s been awesome. And so, that’s you’ve retained me for a client for this long because you’ve done what you said you were going to do. Your team is awesome. They follow through. I mean, Within Four hours. Most of the time things are fixed for me or uploaded or whatever. And so, it’s about retention in this industry, especially over the past year to, where we’ve seen Med Spas pop up on every other corner. It’s about retention. If you want to succeed in this you got to do a dang, good job.
CH- You really do. I mean it’s any have to build a rapport and a relationship with a, you know? Absolutely. I mean it’s it’s hard. You can’t just get a new client to have a new client or have a client fall off, right? Or else. You’re really just Treading Water. You’re just like swimming upstream and you’re not growing. You’re nearly not making an impact. You’re just working extremely hard to get the same result. So I think retention is Is like the most important part of it because then it also generates referrals and it exposes and opens up new doors for different conversation of okay, like what else can we do to conversations? Or who else? Can I help to conversations? You know, I think that’s that’s extremely important.
So with that being said, I mean, over the over the year issue, you have been able to successfully generate over three hundred reviews on your Google my business page, um, I know how challenging that is like Dude does grow a nine have a tool to help kind of like automate that process. Well sure. But that doesn’t mean that they just come at free will like you have to work your ass off in order to get those right, like talk to me about that.
HT- Yeah. Um. So and you know, I don’t use your tool, even though I should. Um. And I just and I’ve been meaning again. That’s just one more thing on my list right. As the as the injector owner, there’s always things to be done ninety to imp element that with my other software that I had I, I didn’t use your tool as great as it is. And as much as I should, I just sent people my Google link. So?
Those 305 star reviews are not me taking out any of the bad ones. Those are genuine reviews and I and I say that not to be both for a prideful but I’m really excited about how I’ve been able to do that because I do think that I do a really good job. Does that mean that I meet everybody’s needs? No, I don’t. But I do feel like when people when I don’t meet their needs or they’re not super hundred percent satisfied with their injections which does happen to everybody, right? Because I’m Sometimes there’s a disconnect or sometimes there’s bruising, or after the bruising goes down, there’s lopsidedness right? But the difference is is I meet those needs and so I follow up with my clients and if they’re not happy I bring them back in and I do what it takes to make them happy because that’s important. I’ve never paid my clients or offered them like a discount to leave a review. I literally with my software system that I use, it just automatically sends them a text afterwards and it says hey, you know,
You means the world to small businesses like mine. If you wouldn’t taking mine, taking two minutes, I’d greatly appreciate it. And I think because also being a smaller business and I’m the face of the name of my business, right? So it’s it’s different because people, no, no, no. I own my own business. So they know it’s not just helping out a business where I work. It’s helping out my business and I develop a lot of relationship with my clients and so they help me out. And I think that’s been a very powerful way for me to help. Help get genuine and authentic reviews, because if you read them, you know, most of them aren’t just five stars. Most of them leave actual really nice reviews which I also
Try and be really good about responding to because I will say for people that do come from Google because your team does such a good job with my SEO. Um. When I ask people, you know where where they came from and they say Google, they say, you have really good reviews. You can tell your clients really are happy because they read the review. So I do think that Google and Yelp reviews are critical. Um. So whatever system people have that allows them to push that so that people can capture reviews. I think that’s really important.
CH- I agree. I mean, when I look at the like we position ourselves to to market a medical practice like yours. We we try to think of the audience, and the audience is for the most part, pretty sophisticated in the sense of like they’re there.
They’re pretty affluent every one of them, right? But but but for the most part they are, and they are seeking a provider that basically is going to help them build confidence and they want to make sure that you are credible. And so that the buyer Journey that I always talk about is like, hey, look, they they’re going to eat, you know, however, they find you. If it’s a referral or Google or whatever, social media, they’re going to look at your website. They are going to look at your social media. They want to see your before and after Actors. And they’re going to want to look at your reviews and they want to make sure you’re credible and if you can check those three boxes like conversion happens at a much higher rate. Yeah. Yeah, so it’s important to have that process and then in terms of just curious how we have seen, a lot of migration from like California, other states coming to Utah. Have you seen kind of like a jump in new clients from from that at all? And it totally just, just curious in that regard
HT- I absolutely have seen a difference. And that’s where, you know, the, your SEO for me has been so Powerful because people are looking as opposed to. Again, historically word-of-mouth is definitely an Instagram or the number one, number two, source of where I get most of my clientele for people that are coming in from California. A lot of them. It’s Google. And so having a really good team to make sure that I’m, you know, on the first page
To make sure that my Google reviews my Yelp reviews, um, are all really good and make sure my web site is updated at which I love because you know that I’m still trying to work out a lot of the you know. Fine. Tune a lot of the things that my business hours, you know, update different staff that keeps you know that new hires that I’ve had on so having somebody that is able to keep my website updated as all these people come in has been really helpful, because people don’t want to stay a website. I think it websites need to change. They need to evolve. They need to update with new services. Um. New employees so that it looks it’s fresh when people go there. And I think that’s made a difference is yeah, we’ve definitely seen an influx from California and, and the East Coast as well. But a lot from California.
CH- Yeah. Okay. Yeah, that was curious too. I mean, there’s so much migration going around and around the country and I know like, I mean, particularly where we are or where they’re coming from. So, yeah, I mean, I think it’s like to have that relevancy and these people, you know, depending on where they come from in California, I mean they may have have their well-established Checker that they just have to just break up with. Because of their moving and they want to find a provider that is going to fit their specific need, that is credible, right?
HT- So absolutely, yeah. So another key component of migration though is there’s another type of migration in this industry and I’ve seen The big Trend, I mean, since I since I left and I was one of the first I think in Utah around that time to leave a big, Med Spa and come out of my own. And and now you’re, I mean, I’ve helped five of my good friends. Leave Med Spas for the same reason. And and I think you’re seeing a big migration of clients that instead of wanting to go to the big Med, Spas wanting to go to individual providers. And not, everybody might agree with that. With me being my own, you know, injector own. I’m a big fan of that and so that’s been another portion of it as well. And so I think having if you’re an injector own practice making sure you know that you’ve got a good website and good team to help you with that is critical so that people can find you instead of just, oh, where’s a med spa near me? You know, and you as the injector
CH- That’s a really good point that people definitely should invest and like those keywords that have to do with your first and last name and then like putting injector around it right. Umm or Botox and and and I could have an entire conversation around that, too. Um. I see a lot too. I mean, I even see a lot of people leaving Oscar. Those right now, um, where they feel like they haven’t been treated well. And they’re very challenging, and they want to do their own thing. And um, so definitely within the industry itself, I see a tremendous amount of people wanting to do their own thing. Um. And they absolutely can do it as long as you know, they they do what you’ve done. You know they they put their head down. They get to work. They believe in the process. They have their goal setting. They have their. Um.
It’s methodology. They have their financial frugality and see that through. So I think it’s it’s really cool to see where you are now. So and I’ll let you go here soon but just curious. So to 25 year plan, here’s where you’re at. Now, I know that you have that you’ve kind of gone from hey, this is dr. Hillary tagger to now you have you know, your new And that has been launched, and you’ve brought on some some pretty high-level employees and talent of injectors and estheticians. What, what, where do you go from here? Like, two to five years. What is that new go look like?
HT- So what I’m going to say is going to be completely backwards and I totally understand that this is I’ve always been the type of person that goes against the grain Cameron and this this is not going to be everybody’s this is not most people’s. I personally because of some things that have happened in my life. A couple years ago, I chose and made a commitment to myself that I would choose to live. I live a life of significance, instead of a life of success. SS that I would focus on significance. I’m at a point where the amount of money that I’m making, I’m very, very happy and content with. I’m at a place, very fortunately, where I don’t sit there and I think, okay, I want to make
More money. I mean, at this point like all my needs are met, you know what I mean like we are so blessed in this country. We have so many opportunities and honestly, like, I just feel really grateful for what I have. So I don’t sit there and say, like, oh, man, I my business is going to double again. I mean, it’s doubled the past couple of year year over year growth. So to me. Yeah. If I double it and do a couple more X amount, you know. What’s that going to do for me? Sure. I could buy a second home like goodbye. Sweet ski property. But is that what I need? I don’t know. I mean, sure, the money will probably come. My goal for the next two to five years is, too.
Bring on some employees and help them build their own businesses in a way that’s very powerful for them. My aesthetician, I pay my estheticians about two to three times, the national average and I bring them on and help them kind of have their business within my business. So my goal in two to five years is to have, probably, I don’t know, maybe five more people working with me on my team building their own business. And making good money and supporting their families. Because I to me I guess that brings more joy to my life. Then another hundred or two hundred thousand dollars a year because really this life is about people, it’s about people. It’s about put connections and it’s about doing good. So I maybe have a little bit more philanthropic side to me but I’ve experienced enough things in my life that I feel fortunate that I just want to help others Cameron.
CH- It’s huge. I mean you saying that you give me chills it’s awesome. I mean it’s that is exactly what life is about. I mean, the significance over success. I think that’s that’s very well said. And putting I mean, imagine the conversation you’ll have with these, with these people, you know, two or three or four or ten years down the road and seeing where They’re at. And that’s because of you being the educator and putting them in a position to have their successes. Instead of you just, you know, reaping all the reward, right? I’ve thought about those same things as well, you know? I mean it’s like, you know, we are we good, we want more like what is it happiness? Like enjoying what you’re what you’re doing and helping others and doing good and enjoying your, your family and experience and It’s um, know, I think social media can kind of pull people in weird directions with that. Yep. Like they’ll get on and be like, oh, well, these people have this and they do so much like comparison and they lose sight of actually what what happiness means means to them.
HT- Yeah. It absolutely does. And and and I mean, a lot of people have talked about how you know the pandemic with. It’s just helped us realign a little bit. Um. What’s most important and money is not the most important. You see that time and time again? Money? Does it bring nice things? Yes. I had a really nice experience over the weekend. Took myself to a nice spot. I treated myself. Yes. It was fabulous. I loved it and money bought that right, right. But but it’s the relationships. It’s the connection fans. It’s the kindness and the gratitude. That’s what brings happiness so focusing on those things.
The money will come, you know. Again, you have to, you have to put some work into it. But yeah, I think that’s that’s why I’m where I will be in two to five years.
CH- I love it, I love it. Thank you so much. I mean, I’ve really enjoyed having you on. This has been a really, really cool. Connecting interview a few. Oh and thank you so much for, you know, for sharing your story and exactly you know, your methodology and philosophy on. On your practice, business life. Everything in that regard. I will, I will let you go because I know that, you know, obviously a very busy. Gal she got a busy week coming up so I appreciate you joining in for everybody else that I hope you got something out of this episode this podcast. So, So if you found it valuable again, this is Cameron Hemphill with growth 89. This is a medical military podcast, and this is dr. Hillary tire, that was on. You can also go to her website, modern SLC.com. And she also has another one that’s dr. Hillary t.com. And you can learn all about her, feel free to reach out to myself again. She also loves connection. So, feel free to reach out to her. She’s a fantastic injector and it has a tremendous amount of passion about. Out helping others in this business. So, again, if you found this episode valuable, please share it. Let’s keep the conversation going. Additionally, you can visit growth 89 to learn how we can assist you with your marketing coaching, and all your technology needs. Until next time, happy injecting.
