In this episode of Medical Millionaire, host Cameron Hemphill interviews Chris Chamingo, Chief Evangelist at RepeatMD. They discuss the evolution of RepeatMD’s technology from hospitality to medical aesthetics, and med spa tech stack essentials.

Key topics discussed:

• The origin story of Repeat MD and its pivot to the aesthetics industry
• The three critical components of a successful med spa tech stack: EMR, acquisition, and retention
• The importance of implementing med spa software and team buy-in for new technology
• Patient retention strategies for aesthetics and conversion in aesthetic practices
• The value of execution and consistency in using business tools and technologies
• Tips for med spa owners on selecting and implementing the right tech solutions

Whether you’re a new practice owner or an established med spa looking to optimize your operations, this episode provides valuable insights on leveraging technology to grow your aesthetic business.

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 guys. Thank you so much for taking the time to join into the podcast. Our goal is to give incredible value and insight into the medical esthetics market. So if you own a med spa, you own a practice, you guys are in this space, this podcast, it’s 100% designed for you, and we want to help you take your practice to the next level. So today I have a guest on. I have Chris from repeat, MD, Chris chamingo, he was the VP of sales, and now he is moving into a new role, which is the chief evangelist. Is that right? Dayton, say that, right? Chris, you
did. And it’s hard to it’s hard to say, right? And it’s not a, you know, you don’t typically hear that. And no, people don’t come to me with their prayers and wishes for the company. This is the role of chief evangelist. Is something you typically see in the in the tech space, but it actually serves a real, a real purpose, and it’s something near and dear to me, what I love to do, which is, honestly, just spread the word about repeat MD, have the conversations with our customers and potential customers, you know, join for awesome podcasts like this and and just really make sure the messaging of what we’re trying to create and what we’re all about hits as many years as possible.
Yeah, man, absolutely, I’m excited to have you guys on and you specifically, I’ve been talking with your team for months now. You guys have a wonderful product. You guys have grown in the space tremendously. I’ve seen you at the shows. You guys are like, young, hungry. I’ve gotten to know a few of your your guys or sales guys at the shows, and everybody just seems super cool, motivated and wanting to help the space. So like, talk to us a little bit about the repeat MD, story. Where were you, what started it, and where are you now and then, where are you guys going?
Yeah, so look, repeat. MD, we’re, we’re, we couldn’t be happier to be here. And, you know, it’s, I think there’s a word for in, you know, in either Japanese or Chinese, don’t, don’t ask me the word, but where it means where catastrophe is also the same word for opportunity and COVID 19, I think, in a lot of ways, for especially for the esthetic space, and for us, for sure, was, was exactly that we were in a space Where we were creating this similar type of rewards technology, but for really the hospitality space, restaurants, hotels, golf courses, and then when COVID struck, it really put an end to all that. But we had this great technology, and we had this desire to, like, really bring it to, like, bring it to people that need it, especially small and mid sized business owners. And, you know, my CEO, founder partner, Phil sitter, you know, he doesn’t have any quit in his DNA, right? He has the they. You know, his nickname as a kid on the soccer team was the Austrian aggressor, so he wasn’t going to slow down, right? So he’s like, find us. Find us a new way, some new markets to enter. And I’d like to say that it was like my genius idea where I woke up and said, Let’s go to met spa esthetics. But actually, it’s a friend of mine, ENT in Houston here, Dr Ben Salento, free plug for Dr Salento, best ear, nose and throat surgeon in the in the greater Houston area. He was building a med spa next door to his practice, and he’s like, Hey, can you make us that rewards technology for us? And I was like, Look, Dr Ben, you know, we, we’d be happy to, but just keep in mind, like your patients might get a free Margarita instead of, you know, because we don’t, there’s, there’s no budget to actually update the app here. And I told Phil about it, and he was like, Well, look, are they willing to pay? And I was like, yes, he’s willing to pay. So like, let’s, let’s sign him up. And, you know, we didn’t think too much about it at first, but we immediately started getting feedback from his team. Like, hey, our patients really like this. Or coming in, we’re using it for this. Can we do this? Can we do that? And it’s and it’s and I’ll give Phil all the credit in the world for having the aha moment, because he reached out to like any like his. He had a friend. Her name’s Denny. She was working for revance. Think she’s still at revance, and she’s like, Hey, I think this is a great idea. She introduced us to some of her clients. And Mary, Mary Beth, who used to be at Allergan, she’s a world class consultant, Titan esthetics. And basically they’re like, Hey, we think this is a really good fit, and we just had to work on our positioning and some of the product pieces. And, long story short, we got on our first five, six calls, you know, in the space, not knowing much about esthetics. And I think Phil and I just kind of looked at each other and like, hey, like, this is the space for us. Like, these are our people. This is a demographic we want to serve. We’re actually helping people get, like, real outcomes, like real life changing, like feeling better, feeling great about themselves. And for us, that gives you that sense of mission and purpose, knowing that, like, hey, everybody that touches your technology has a chance to get better and improve their lives, versus getting an extra cheeseburger. You know, it just gives you that. Extra focus factor that you need. And so that was like, in the heart of COVID, right? And I remember we were in one of the share space office buildings, you know us, and like, our core seven, eight people on the team, and we were the only people in the office, like, for like, six months, which is great, because we had the run of the place. But it really created this like, bonding element where we really, like, drilled down to what our values were, how we are going to serve the client like, not only like back then in 2020 but like on to 2022 2426 and beyond. And you know, what’s great is we’ve really been able to live that blueprint, you know, ups and downs, peaks and valleys, you know, growth, learning, lessons, all, all the whole nine, but with that absolute obsession and focus on creating this really great outcome, not only for our customer, which is the Med Spa owner, the private practice owner, the surgeon, the chiropractor, but also their patients, right, giving them that world class experience that they expect when they go to work, you know, go to a Starbucks, or to a Neiman Marcus or Nordstrom, and delivering that in the esthetic and medical space. And just, you know, the rest is history. I
love it, dude. It’s brilliant, genius. I think that you guys, like you guys, are driven, very similar to what we do at growth 99 for sure. Yeah. I mean in terms of, you know, entrepreneurship, like seeing the aha moment, seeing the audience wanting to help the audience, serve that audience, and building something amazing. So now you guys have done a great job, and I know that, yeah, we don’t. I know we have a tremendous amount of customer, customer, basically, mutual customers, is what I’m saying. So and you know, it’s just for the audience. You know how we connect with repeat. MD, so I’ve talked to your, your your partnership team, Matt, over there. He’s been fantastic. There’s a couple other guys have had the opportunity to meet, you know, and, and when we focus so much at growth, 99 on the on the patient acquisition side, right? And there’s a tremendous amount of feature overlap in this space, right? It’s, it’s very fragmented. And, you know, we focus on the acquisitions, like the website, the CRM, like the digital marketing stuff. And I just want to make sure, like, when people are communicating, like, okay, so what is the difference? Well, they complement each other, right? So you guys are retention rewards, like membership. So as as you know, and I typically don’t talk about growth, I didn’t a ton on here, but at the same time, I think, for the audience to know, like these tools together, like you pack an EMR system in the middle of them, and that’s your complete tech stack. Would you agree with me on that? Yeah, you know,
I always hesitate to give absolutes. There might be some additional tech out there that you know, like, and look, every business is different. You have different different needs. Like, what’s going to make you click and cook versus somebody else? But I would agree that you need the three elements that we all provide, right your EMR, the kind of like, as the spine to like, you know, just keep all the back end together, but like, that’s great. You have an operational system, which is what EMR is really designed to do. Like, handle the operations. But you also need the acquisition, like, hey, great operations with no customers. That’s not gonna, that’s not gonna get you very far. You’re not gonna, like, you know the way you’re, you’re, you’re balancing your account looks at the end of the month, and then if you have great acquisition, but you don’t know to do with the people, once you have them, then you’re gonna sit there and say, Okay, I have to get, I constantly get more and more and more people, because you’re, you’re, the only way you’re gonna keep your your numbers up is with this like ton and tons of like, output and workload and honestly, like, that’s a great way to burn out and just make sure that you never grow and you actually just have a high paying job versus a business that’s like building you the life in the in the career that you want. So yeah, my, my thought is you have to have all three elements, right? You have to have the operational, like, groundwork, you have to have an acquisition, acquisition system, and you have to have a conversion system. And actually, I’m working on a book that I’m putting together over the next few months, hopefully, you know, fingers crossed, I’ll have it out there to the public by, you know, June or July. That kind of takes my thesis for sales. And what I’ve learned having, you know, 1000 plus conversations with, you know, esthetic owners, doctors, dermatologists, you know, primary care physicians, and what I think is a just a really simplified, cohesive, like, way for them to look at their business and to ensure their growth, like today, tomorrow and into the future. But acquisition is at the very tip of that. It’s called the action system. So, you know, in it, like, it’s very intentional, like you have to acquire or and attract patients. That’s where you guys Excel, right? So if you have that piece, if you have the attraction and acquisition, then it moves to our next bucket, which is the C, which is conversion. So now that I have people calling me, how do I convert them from a phone call to actually coming in and spending money if they’re in front of me? How do I convert them from, you know, just Botox to a higher margin treatment or service, which is what repeat and be really specializes in, and then the T stands for turn right. It’s not like we’re not vampires here or so not turning them, but we’re trying to turn that initial visit into turn them into a regular patient, a regular client that comes in. You know, they’re coming in once a year. How do we even come in twice a year? They’re coming in twice, three times. And there’s more to it, but that that those first three. Pieces, the A, C, T is really where growth 99 or repeat, m, d, if you marry them together with an EMR that, you know, is easy to work with, you can have all the success in the world without having to invest, you know, 10s of 1000s of dollars and, you know, Google Ad ads, and just waste the money on shit like that. Excuse my language, but we spent, we spent 10s of 1000s of dollars on AdWords and got like, two leads and like, this is ridiculous. At least Google made some money. So I don’t, I don’t recommend that, by the
way, yeah, no doubt, I completely agree. I mean, having those three components together, it also creates the cohesive workflow, right? So, I mean, it’s one thing to, like, acquire the tools or to sign up with the vendors, because we could come on here and we could say, hey, Geraldine is the best, and whatever EMR is the best, and repeat, MD is the best. But at the same it’s one thing to acquire it’s another thing to actually implement them correctly, right, 100% and that’s where I see the industry, like when we’re talking to people constantly, same with you, 1000s of conversations, shows, conferences, speaking on stage, always educating. I see people actually, they’ll sign up for these tools that they’ll sign up for even our tool, they’ll sign up for whatever EMR is out there. And then they don’t fully take the time to learn and implement it correctly and then train on it, and then inject it into their culture and their and in their practice, right? And so that’s where, like we are constantly trying to educate and focus and say, Look, you can go buy the freaking car. You can go buy, like, the fancy Mercedes, if you want. But if you don’t put gas in it, you don’t take care of it, it’s just gonna sit in the ground like, there’s no, there’s no what’s the point, right? So I would encourage, for the audience, like you guys, the products are like, I’m we’ve been in the space long enough, you know, tying those three components, they’re, in my opinion, they’re critical components to the practice for growth acquisition, like you could have an EMR, but if there’s no patience, like you said, like, what’s the you just made a monthly fee, right? So tying those together, but make sure you guys, like, when you do you know whatever companies you sign up with, please take the time to implement them. Work with their support team, their customer experience team, because that’s what’s going to give you the value. Make sure you know how to drive the machine and implement it and train your staff so you get the most out of it and then get the most
return. 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. Cameron like, that’s one point that, like, I couldn’t agree with more. Execution is everything, right? Think about and look, it’s not just business, it’s our personal lives. Execution matters. Like you have a Lifetime Fitness membership, okay? Well, now you’ve got to go and you got to lift the weights. You know, is, what’s the difference between a puppy that’s, you know, a bad puppy that chews up your shoes and pees in the house, versus a well trained puppy, a well behaved puppy, it’s not the dog, it’s the owner, and like how you train so everything that you do right? If you’re not willing to, you know, use the tool and take advantage of it like it’s not going to work for you. There’s nothing that works for you like it repeat. MD, and I’m sure at growth 99 you have tried to make the experience as frictionless as humanly possible, but at some point in time you’ve got to pick up the phone for it to work, right? You know, like a phone works, but it only works as well as the person answering it. You’d be surprised how many times I call, you know, a client that’s expecting my call and I don’t get an answer in the middle of the day, I’m like, where are you guys at? It’s two o’clock, like, somebody should be picking up the phone right now and that. And that’s, like, that’s critical in every part of your life you’ve got to execute on the basics, on the fundamentals. And if you don’t like you can’t expect to see the success, you know, in the in the esthetic space. I say, Look, you have a device, right? You know, one of the devices I love, that I’ve used many times, is the M sculpt Neo, right? So, the M sculpt Neo is the Neo. You can put it in any practice across the country, some people are doing a million dollars a year with it. Some people want to send it back and say, I’m not making any money. It’s not the device, right? That’s not the differentiator. It’s the same technology. Repeat and be the same technology. Growth. 99 is the same technology. The difference between those that are like our Chris balby, who’s doing a million plus in revenue, and our other clients that are just. Absolutely smashing it versus clients will call and say, You know what, repeat, MD doesn’t work. It’s the same technology. I promise we’re not giving like, Hey, give this guy the crappy version, right? It’s the same tool. It’s just a matter of how they how they use it. And ultimately, you know, we take a lot of responsibility, because it’s like, how well do we communicate with your learning style, and what can we do to reinforce and so we do a lot of webinars. We do podcasts like this. We’re on stages, and 90% of the time, it’s not us trying to sell repeat. MD, it’s trying to give you, like, those fundamental basics on, like, how you can just operate the business better, because that rises all tides, like, even, like, the book I’m writing, you know, actions, the action strategy, it’s not about repeat. MD, like, it’s like, yes, it’s like, Hey, here’s some systems and tools you can help convert and help turn and help, you know, help with your acquisition, right? Those systems that you will need, but it’s really about like, hey, as an SMB, as a small business owner, if you have to spend 90% of your time working, or the business drops and plummets, like, that’s a challenge, right? So how do you build the systems and implement the tools and technologies? Like, we have to make the business work for you. So, like, I, like, honestly, I can eat it the whole hour, just going off on that. But I’ll digress. I think, you know, I think we made the point. No, you’re
right, and I you nailed it. You know, I completely agree. Like the people, especially in this space that we talk to all the time, very educated, tremendous amount of schooling, know their craft. I mean, you don’t want me, or probably you anywhere near somebody you know, conducting a laser or knowing like that wouldn’t go very well. But what we have done right is, is, when you look at companies like ours that are tech driven, we have SOPs, we have systems, we have processes, we use third party tech to run our company, right? So, like whatever technology that is like, we don’t just sign up for it because it’s a shiny object. We sign up for it, we vet it. We first, we do our diligence on it, make sure it’s going to plug into whatever we have to plug it into. What’s the value, what’s the cost, evaluate it. And then once we say, Go, like we’re in, this is going to solve this gap and solve this problem, and create efficiencies across the board. The most important part like, it doesn’t start when you like. It’s not, excuse me, it doesn’t. It’s not over when you process the order agreement or sign the agreement, right? That’s the very beginning. And that’s what people have to understand, is that’s the very beginning. That’s when you really need to say, okay, cool, we sign up for this service. It’s time to take it serious and really dive in, do the trainings, connect with the team under make sure everybody on your team knows how to do it, and then plug it into your SOP. So when you eventually fire somebody or hire somebody, or have to have someone’s replacement, you can just plug them in and they know exactly what tech stack you guys have.
You know, if I could give like, one tip that we use, because we have a big tech stack that we use at repeat. MD, right? It’s laying the groundwork with the team. Because so often, like the executive sponsor, your VP of sales, which was the role I was in for so long, or your CEO, your CRO, they’re hyped about it because, like, this is awesome. This is technology. We need to drive the team, but you got to lay the groundwork and sell the team on what’s in it for them, because if the team doesn’t understand the why, they just get all stick, either do it or I’ll beat you in the head until you fill out your CRM like, it’s just going to be a slow mutiny until they rise up against you. But if you sell the team like, Hey, we’re going to use this technology, what do y’all think about it? This is what it’s going to do for us. It’s going to make you more money. This is going to make your life easier. So it’s going to make our patient experience better. And they’re bought. In, and then you bring it in. Now you have willing and open minds. And I find that, like, that’s the key, because so often, like, someone like, you know, the owner, the VP, the executive, will buy it and say, All right, team, go do this. And like, ah, what is this shit? We don’t want one thing more to do. And then it’s just like, it dies on the vine. And next, you know, six months later, like, why is nobody using this cancel that contract? And, you know, and that’s the circle of technological life. But if you get the team bought in, man, like, your chance of success go up, like, 300% so
true, so true. And I see it. I see it all the time, you know, and, and I know practice owners are getting bombarded by by tech and like, like their phones, for sure, bringing off the hook laser companies inventory, you know, whatever, like, facial creams, whatever it is. But like, now you’re exactly right. If you have your team invested, they know what it’s about, and it’s not just another check box. There’s something I gotta do, throw something else on the plate. You know, tech, right? Tech is supposed to be leveraged to create efficiencies, create automation, and really create you more money and save more time. And so when it’s looked at that, and you have cross collaboration within your team, it makes a huge impact. 100% that’s awesome, man, you’re, I’ll see you in a couple weeks. I’ll be, I’ll be at Vegas.
Okay, sounds good.
Absolutely, man, absolutely. Okay. Well, I’ll let you guys go. Chris, thanks so much for the audience again. Join them on the webinar. Come to American Med Spa Association in Vegas. And if you have any questions about growth 99 feel free to go to growth 90 nine.com request a demo on our team. Would love to do an analysis, see how your current situation is and how we can, guys can help you. So until then, happy and.