In this strategic episode of Medical Millionaire, host Cameron Hemphill reveals why having great marketing without proper lead management is costing your med spa thousands in lost revenue. Learn how combining digital marketing with robust CRM systems can transform your practice’s growth trajectory. Key insights include:

• Why beautiful websites alone aren’t enough to drive conversions
• The critical importance of response time in lead conversion
• How automation can capture leads 24/7, even when you’re closed
• Why data tracking is essential for practice growth
• Strategic approaches to nurturing high-ticket aesthetic leads
• How to turn cold leads into booked appointments through systematic follow-up

Through practical examples and real-world scenarios, discover why practices that master both marketing and lead management consistently outperform those focusing on just one aspect. Perfect for med spa owners who want to maximize their marketing ROI and convert more inquiries into paying patients. Whether you’re just starting your digital journey or looking to optimize your current systems, learn how integrating marketing and CRM can create a scalable growth engine for your aesthetic practice.

Transcript: 

This is medical millionaire the podcast, helping your Med Spa 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,
hey everybody. Cameron Hemphill, here your host for medical millionaire. Hey, first off, Thanks for much for taking the time to tune in to our podcast. Our goal is to give incredible value and insight into the medical spa market. My team and I, we’ve consulted some of the top medical spa owners, injectors, cosmetics, health, wellness and service providers throughout the country for years, and we see ones that are absolutely thriving. We see practice owners and business owners that are having a lot of fun. They’re doing well, they’re growing. And we see others that need tremendous help, ones that are trying to figure it out, maybe ones that are actually trying to get to figure out how to get into the space, how to go from one practice to two locations, three or four or five, go from $0 in revenue to their first 100,000 to seven figures, and maybe even that eight figure number.
So as we consult and talk to all of these business owners and practice owners, we see and hear a lot of different information, and we internally think about this, and we incubate it and put our thoughts on paper and how we can give you intrinsic value to help you with your journey, wherever you’re at within the process move to the next level in achieving success.
So in this specific episode, I want to talk about why digital marketing and CRM compounded together is critical and important, and how to automate SMS, text messages and emails for robust lead distribution in lead management. Okay, so at growth 99 if you’re tuned into this episode, or you’ve been hearing our podcast by now, you know what we do? We are a digital marketing company that powers medical esthetics providers all over the country, and we help them with everything with respect to websites, search engine optimization, social media, paid media, lead generation, CRM, virtual consultations, artificial intelligence chat bots. So we have an entire front end digital component and then back end CRM component. It’s called growth 99 plus. That’s our platform, right? And that’s the our bread and butter and baby that we’ve been working on for the past couple years now. Well, that is recently became released within the last four to five months, and it’s important that you guys tune in to understand how to leverage your websites, your digital marketing, your social media, all this content that you’re creating, and convert it at the highest rate possible, so you’re getting the best ROI, okay, so let’s talk about digital marketing just for a second. Digital marketing is literally exactly what you hear. It’s it’s digital marketing, anything non print related, right? So anything that goes out on the internet is considered, and is considered digital marketing, okay, a website, a blog, content, social media, posts, stories, reels, podcast creation, YouTubes,
all of the other social channels, okay, anything that’s creatively, creative that pushes out data and has the ability to create engagement and sales, Facebook ads, Instagram ads, Google Pay Per Click, targeting, retargeting, all this stuff. Okay, so that’s digital marketing as a whole, and obviously they have different branches and channels that it shoots off to, right? So what is CRM?
I’m on the phone with a lot of people throughout the day. I consult some of the top injectors throughout the country, and have very incredible conversations. And my team, they also, you know, consult some of the injectors that are now getting into the business, or are successful in the business. I don’t want to go to the next level, right? So
I hear it a lot. Cameron, what is CRM? When I bring up that, that term, do you have a CRM? I ask them, give a CRM. Are you guys using a CRM? What’s your lead management system? Like, what is CRM? Cameron, I don’t know what that is. What does that mean? It stands for customer relationship management, okay, and I have personally been in the CRM space, customer relationship management space.
For the majority of my life, actually the majority of my career.
So when you compound digital marketing and CRM, it really is what incubates everything in converting your leads at the highest rate possible when leveraged appropriately. Now you could go create a website, and if you’re not pushing it out there, you get no value. You could go sign up for a CRM component, and if you’re not using it, you get no value. It’s just like getting a gym membership. You can go sign up at the gym, and if you never go, you don’t get any value. If you use it for a day, you may get value for a day and feel good for a day, but it’s the consistency that gets the results. Okay, so as you invest in these tools, you need to make sure that you take the time to implement them correctly. Okay, so CRM, customer relationship, management, there’s a variety of solutions out there, right? We created our own CRM that is specifically verticalized for this industry, okay? But there is a lot of CRMs out there. Salesforce.com, they’re the largest CRM company in the world, okay? Enterprise level CRM, massive companies, you know, Fortune 500 companies use, use this, this type of product. It’s got powerful automation. I don’t recommend Salesforce to any practice owner. It’s too much. It’s the it doesn’t make sense. Okay, then you have other smaller CRMs. You have, like, Sugar CRM, you have Zoho CRM, you have HubSpot. There’s a tremendous pipe drive, like, there’s, there’s a lot of options out there. Now you have growth 99 plus, which, in my opinion, maybe I’m a little biased, but I’ve been in the CRM space for a long time, and I know exactly what makes one powerful, and we’ve done a really good job of implementing this and creating a great CRM for you. So if you have any interest, if you’re a client, thinking about becoming a client, feel free to
learn about how you can leverage that with inside of your ecosystem. Okay, so CRM, customer relationship management. Great. Well, what does customer relationship management means? Well, it means exactly what it says. It’s, it’s managing the relationship of the customer. Okay, so let’s talk about this for a second in a live, live example.
The other day, I was on a call with a client, a potential client, actually, and they are have a fantastic practice. They’re doing they’re very, very well grown organically, very well grown through social media, very well. They actually have a very beautiful website. They’ve invested in some search engine optimization, like they’re doing quite well. And they want to go to the next level. And the first thing I noticed, you know, when we kind of do our analysis is, I said, Well, you know, why don’t you have online booking on your website?
And they said, well, we don’t. We want to control our time. We want to control our booking. We just feel like we’re not there yet. And they have their own reasons and internal you know, whys and wants and desires. And I can understand that. I’m a big fan of online booking. I like to put the power in the consumer. Consumers like to book online, but I can understand from their perspective, maybe that’s just not where they are, and they’ve been able to make a very successful business without online booking. Okay, so when the consumers are landing on their website,
they are clicking on a button that says, book now, or they’re clicking on a button that says free consultation, or meet us now, or whatever it is. In this specific case, it was free consultation,
and it’s driving them to a form, right? You know, like, fill out your name, first name, last name, phone number or email address. And the first thing I said was, okay. You don’t have online booking, that’s fine. You must have a very robust like lead management CRM system, if you don’t have that. And I got the question, What’s CRM? And I said, Well, what happens when somebody fills out this form? Where does the data go? Well, so and so gets an email. Our front desk person gets an email. I said, Okay, that’s great. What do they do with that email? Well, they they make a phone call, and sometimes they text and they, they also, you know, send an email as well. I said, Okay, well, what if that person that receives that email, in my eyes, that’s a lead. That’s what, exactly what it is somebody is inquiring about service. That’s a lead. And I said, Well, how soon are you guys getting back to these people? Well, we’re not sure. You know, we’re pretty good, though. We get back to them pretty quick. I said, Okay, have you ever measured how quickly you respond to them?
No, we’ve never done that. Okay. Well, is there any accountability on how many leads have come in from the website, let’s say, in the last 30 days, and what your conversion rate is, and how quickly you responded to them, and how many attempts it took to get a booking to basically get their body in your chair. No, we’ve never really tracked that. Cameron, I said, Okay,
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 Med Spa to the next level in both profit and customer success. Enter growth 99 University
ranging from online education courses all the way to the full suite 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 90 nine.com
and while you’re there, click the university link and check out the companion course to this very podcast. Back to the show.
So this is exactly where I would hone in on. I think your website’s great. Your SEO looks good. There’s obviously a couple things that I would do, like, they’re missing some call to action. They’re missing some SEO. There’s like we would bolt on our whole flare and strategy and sticky header, is what we call it. In basically, we don’t like to let consumers leave the ability to inquire, book, interact with our chat bot, all that stuff. Okay? So I said, All right, here’s what I recommend we do. First and foremost, is we replace that form. And they’re like, no, no, we can’t replace the form that you know, that’s where our leads go, or that’s where our inquiries go. I said, No, we’re gonna replace it with the growth 99 plus form. And I said, Let’s do a screen, share really quick, and go in and show you exactly what this is going to do for you, because I’m literally going to save you time. And in my opinion, time is the most valuable asset on planet Earth. I think I would win that argument with with anybody. It is right as you’re born, come out of the womb like the clock starts ticking, right? So if you can create time, you’re you’re giving somebody endless value. You’re increasing productivity, ultimately increasing sales as well. So we showed them exactly what we’re going to do now by replacing that simple process. Now, a customer comes to the form on their site, fills out their information. Our tool immediately starts engaging with them. It sends them a text message immediately. So if an inquiry comes in or on, let’s say Sunday night, 8pm somebody’s browsing. They want to, you know, think about getting Botox for the next week. They got a wedding to go to. They want to, you know, feel good, and they, they know that they want to go to this practice. They can’t book online. They can’t call because it’s closed, it’s Sunday, right? They could chat with our interactive chat bot, and that’s going to give them some answers and push them to inquire as well. But they, they fill out a form, and what happens currently is, if they don’t have our form that would go into somebody’s inbox Sunday night, let’s say it’s 7pm
nothing happens, no response, nothing, nothing, nothing, nothing, nothing. 10 minutes later, they’re like, Hmm, I really got to get something on the calendar, because I have a busy week. Next week next week, I’m going to go to a different website and see if there’s an alternative, maybe the second best solution. Maybe I don’t have to go to the best Med Spa, but I’ll go to the second best. And they go to that website. Maybe the website is not as good, but they inquire, and all of a sudden the website starts interacting with them, and they have an appointment that is booked for Tuesday without talking to anybody. So what has just took place? Well, the consumer is happy you didn’t have to do anything. You’re with your family Sunday night, maybe having dinner or watching a show, who knows, but you just put a body in your chair without having to do anything. Okay, so this is what I was trying to convey is I say, let’s, let’s replace that form,
as we have successfully done that. People now go into the website. They fill out their data. It in that form, first name, last name, phone number and email. And within our CRM, we have what we call this trigger automation, and it starts texting the lead immediately, like they hit that submit button, boom, a text message come back to them within, like, 10 seconds.
Okay, and it’s all customizable. You know. It says, Hey, thank you so much for reaching out. We look forward to servicing you. By the way, you can call us, you can chat us, let us know what you’re looking to do, all those types of things. By the way, you can book us now, if they have a booking link and
it sends them an email, okay? So you can customize it to where it sends them an email. Alternatively, you can build out what we call as a trigger sequence, where a text message could go out to them the next day, maybe an email, a text can go out the third day, maybe another email. Or you can go text email, text email.
And like, switch off the days and change the messaging. So maybe it’s like, hey, book within the first 15 minutes and get a discount so you can change the messaging that goes out, the conversion rates go up 80% they go up 80%
when you respond within one minute, okay, they go up 80% now, guess what else happens? You also get a notification, right? You get an email notification, just like you always have done. You can even turn on a text message notification. So if you’re not actively checking your email, your text messages interrupt you anyway. So it’s a quicker way of actually getting to that lead if you want to turn that on, okay? But here’s the cool thing is, it creates a lead inside of your database. You now have a database. You don’t have people going to your website, inquiring that goes to an email, and now all of these email leads are just buried inside of your your you know, your Google workspace, your outlook, 365,
and you have no database. Data is massively important, whether they book with you or not. If they book with you, I would assume you have the data, unless you’re using paper booking, which please, I hope you’re not right, so you have their data. If they’ve booked, right, they’ve checked out, you’ve exchanged funds, hopefully they’ve rebooked. Hopefully got them on a membership, hopefully they tell your friends and family about you.
But if they haven’t booked
and they’re thinking about it, a lot of people inquire that don’t end up signing up, right? You guys are aware of that. So now you have a database, and you’re building up a data, and you can monetize that database. So let’s say, over the last 30 days, you’ve had, call it 100 leads have come in, and maybe 20 of them never did anything. Well, what if you could go grab all those 20 leads that are maybe we classify them as dead, or they never did anything. They’re cold or
and you could go grab a little text message or an email and blast them out of nice little promo offer. Okay, imagine how many more bodies you can get in your chair with the power of technology and the power of data. So coming back to what I’m saying is if, if you need to have digital marketing is like a must have item, you if you’re not on the internet, like consumers live on the internet when they’re trying to find solutions that solve problems, that’s what they’re trying to do. Right? Think about it like if you are gonna go book a flight right now, you can do it from your super phone, like your super computer device, phone, you know is what these things like? You have an app southwest Delta, you can book a flight right there. You don’t have to talk to anybody. Airbnb. Do you call Airbnb to book an Airbnb? No, you do it online, Amazon. I don’t even know if I’ve ever called Amazon, but I’ve bought a lot of stuff off of Amazon. How about Netflix? Do you call Netflix when you want to stream something? So it all goes back to the consumer and the internet. This is where they live. They go to the power of search, right? And so the thing is, is, if you’re spending money on digital marketing, a great website, great SEO, paid media, social media ads, Facebook ads, and you’re not collecting the data and putting them into a system and systematizing your follow up strategy, right? Maybe even that lead comes in and they say, hey, I’m interested, but I want, like, the works. I want filler like, I want video threads, you know, shoot like, hook me up, you know, maybe this is a five to $10,000 ticket item. Maybe they got to think about it for a little bit. Okay, maybe they they have a great conversation with you on the phone, and then they say, you know, I’m also going to talk to a couple other people. Would you mind calling me back in three weeks? I’m going on vacation for two weeks as well. What is your process? Are you have, like, you have, like, an Excel spreadsheet? Do you have sticky notes, like, what is the process with the CRM? You can simply just create a task
related to the lead record and say, follow up with so and so on this date and time, log your notes. You can even assign that task to another user. Maybe you’re going to be on vacation, but you want a team member to follow up with them while you’re gone, right? And then once they pick up the phone to have that conversation, because they log into the CRM and the reminders tell them who to call, they can review what the historical notes were, right. And the follow up call would go something like this,
Hey, Sally, just wanted to follow up with you. This is x. This is so and so from XYZ. Medswa,
I noticed that you talked to Carolyn three weeks ago, and it looks like you guys were talking about this, this, this, this, and this, Does that ring a bell, right? And they’ll be like, Oh my gosh. How do you remember that?
Well, it’s a power of CRM. Okay,
so when you guys are thinking about your strategy for 2022
I want you to start thinking about data is key. CRM is critical. Digital marketing is not it’s a necessity,
okay?
And when you compound those efforts together, put you in a position to scale, you will 100% convert more leads. You will 100% save time and.
You’ll say productivity. So if you can compound the time saving with the productivity and the conversion rate increases, it’s a no brainer. Okay? And I want every single one of you to embrace that, take action, execute, and by doing so, you’re gonna grow your practice this year, because that’s the goal. That’s why you’ve tuned into podcasts like this. This is why you tune into content like this. It’s because you want to get to the next level, or else you wouldn’t listen to stuff like this. But I want you to take action. Okay, please don’t just listen. Listening is great. Putting in your mind and great soul is great. But take action. Okay? Action, execution. Implement a plan be disciplined. All right. All right. That’s all I got for you guys today. I really hope that you enjoyed this. Thank you so much for tuning in to medical millionaire again. This is Cameron Hemphill. If you found this content valuable, share it. Keep this conversation going.
Additionally, you can visit growth 90 nine.com to learn how we can assist you with your marketing, your coaching and all your technology needs until next time happy, injecting you.