Episode Transcript
[00:00:21] Speaker A: Hey, this is Lacey with smartcast, and I'm back again with our friend Kate, and we're going to talk about your experience from your facial that you have with us recently.
How was it?
[00:00:30] Speaker B: It was awesome. Yeah, the atmosphere there was really great. I was kind of nervous going into a new space, of course, but everyone was really friendly and welcoming, and it just. It smelled good. It felt good. You had the doors open that day, and, yeah, it was a good time. Good vibe. Good.
[00:00:48] Speaker A: So you saw Hannah when you came in.
So tell me, like, what was the expectation of, like, what did you kind of think that the experience in the facial would be like versus the reality of, like, what it was actually like?
[00:01:04] Speaker B: I don't know. Like, I. So I guess my fear was maybe, like, it might be a little stuffy or something. Like, I've never been to a day spa, and it's a really nice facility, and so I was a little worried, like, I've never been here, and they're going to be able to tell and think, like, what is she? I don't know what I thought. But, yeah, Hannah was super friendly, super welcoming, and she was okay with, like, all of my dumb questions about, like, what are you doing now? What does this machine do? What does this sound mean?
[00:01:36] Speaker A: And, yeah, no dumb questions.
[00:01:39] Speaker B: No. Yeah.
[00:01:39] Speaker A: I think that's kind of, like, a lot of people's thought process is that they feel like they have stupid questions or dumb questions, and so they're embarrassed to ask. But it's, like, literally our job to explain to you what we're doing, why we're doing it, what to do next, and there are no dumb questions. Like, we do this every single day, all day long, and we know that you don't. So it's. We enjoy educating our clients on what we're doing and why. So definitely no dumb questions. Ask all the questions.
[00:02:11] Speaker B: Yeah. She was really great about, like, walking me through the whole process before we started, and then, like, if I had any questions or was like, ooh, that's a little tingly right there, you know, she could adjust accordingly. So it was awesome. Yeah.
[00:02:24] Speaker A: Patient feedback is really important. Like, we want to know how you're feeling, what you're experiencing, and if you, you know, are uncomfortable in any way or you think something feels really great and you like that, like, let us know so we can make sure that we're tailoring the treatment to you and your expectations and what you like and don't like.
[00:02:46] Speaker B: Yeah, I was starting to doze off a little bit toward the end, which is probably the best feedback because it's, like. It's so relaxing. I could just fall asleep right now.
[00:02:54] Speaker A: Yes.
[00:02:55] Speaker B: Yeah.
[00:02:56] Speaker A: So what treatment did you guys do?
[00:02:58] Speaker B: We did the. It was like a deluxe glow treatment.
[00:03:03] Speaker A: Something diamond glow.
[00:03:04] Speaker B: Diamond glow. Yes. Thank you. Yes.
Yes. It was awesome. My skin felt, like, so, like, buttery soft for the next week afterward. And then my favorite was that she put, like, SPF on at the end, which is already great. But she was like, do you want tinted or clear? And I was like, oh, I'll do tinted. Why not? So I just got to walk out feeling, like, really confident about my skin and feeling good.
[00:03:33] Speaker A: Good. So that's kind of another misconception, is that sometimes people think they're gonna leave a facial and, like, their skin will be irritated or red or whatever. And so with a lot of the facial services that we offer, you walk out looking amazing and glowy and your skin's protected. Like you said, you got to choose the tinted spf. And then I don't know if you know this or not, if she mentioned it or if you remember, the Diamond Glow is actually manufactured by the makers of Botox.
[00:04:01] Speaker B: Oh, wow.
[00:04:02] Speaker A: So the same people that make Botox own Diamond Glow. It's a medical device. It is a diamond tip with suction, and we're able to infuse a specific serum into your skin based on your needs. So she would have chosen either the HA5 hydrocollagen or TNS or vitamin C or the pore clarifying. And those are the serums that we use with the Diamond Glow. And it infuses an entire bottle of that serum into your skin while simultaneously exfoliating your skin as well. So it also flushes out your lymph system in your face, and you notice your skin continually getting better, even over the next couple of days. So your results are not going to be peak even the day of. They're going to continuously get better over the next couple of days. And those results will last for about 30 days.
[00:04:56] Speaker B: Yeah, it was awesome. It definitely helped with, like, my winter dryness and, like, flakiness on my skin.
[00:05:03] Speaker A: She probably did the HA hydro collagen on you.
[00:05:05] Speaker B: Yeah, I think so. And I could definitely tell it was, like, exfoliated really well, but it wasn't, like, raw or, like, red, Like.
[00:05:12] Speaker A: Right.
[00:05:12] Speaker B: What you would think with, like, the apricot scrub or whatever.
[00:05:16] Speaker A: Yeah, no, say knives around.
[00:05:17] Speaker B: No, no, it was awesome. Yeah. And then just afterward, I mean, I, like, my skin felt great, but also, like, it was so relaxing. Like, the environment that you Create for the treatment. Like with the music and the dim lights and the warm bed. It was like I walked out of there and I was like, oof, this, this is, I could get used to this. This is awesome.
[00:05:40] Speaker A: Well, and that's why we have the membership program. So people can get used to that and come in every single month. And we tailor treatments based on their specific needs, depending on what season we're in and what their goals are and what they want to achieve. So the Diamond Glow is one of the deluxe services, but members do get a discount on that and they can even apply their monthly membership towards the Diamond Glo and then pay the difference or use rollover credit or however they want to do that.
But coming in every single month, they get to experience that relaxation while also getting a really great treatment benefit too. So that's why a lot of our clients do like to sign up for the membership so that they can take care of their skin and maintain their great skin quality. It was funny, we were talking about the Golden Girls yesterday and about how they were like literally in their 40s and they looked like they were in their 70s. And it's because people are taking such great care of their skin these days. They're doing their at home care with their skincare. They're doing their medical grade services at their favorite spa. Hopefully it's us.
So it really is creating this long lasting youthful appearance in men and women today. Yeah, so lots of men coming in now too.
[00:06:56] Speaker B: Well, I love that. That's great. Need those guys to take care of themselves too.
[00:07:02] Speaker A: So did you have any conversations with any friends after your treatment?
[00:07:07] Speaker B: I actually, I walked down to a Soho social and I ran into a friend. I didn't know he was working there, but I was like, I just had the best facial. Like I feel amazing. He's like, you look like, I don't know, you look like you've been working out or something. Like something looks good about you. Let me say I haven't been working out. It's just that I had a really great facial.
[00:07:33] Speaker A: Yeah, well, you know, and that's really like one of the best parts about it too is that it really does boost your confidence and it makes you feel better and you stand a little taller and you just have that confidence that maybe some people didn't have before because they do feel good in their own skin and that's so important. So it's not even just about the vanity of wanting to have pretty skin.
[00:07:57] Speaker B: It's.
[00:07:58] Speaker A: It's really a self confidence booster too.
[00:08:00] Speaker B: Yeah, I mean, I wore makeup less just because, like, I don't wear it always because I feel like I need it. But some days you feel like you need a little perk up. And I was doing that less. But also I noticed when I would apply makeup, it just, like, sat so nicely on my skin. Like, it wasn't, like, textured or anything. It was very smooth finish. And I was like, maybe this is how it's supposed to look.
[00:08:23] Speaker A: Yes, definitely.
[00:08:25] Speaker B: Yeah.
[00:08:25] Speaker A: And since you don't wear a lot of makeup, you would really enjoy either the elastic and hydro tint with some SPF 36 in it. So it's a moisturizer with tinted SPF in it to give you a really pretty glow. And it kind of gives the appearance of makeup, but it's not makeup or the Color Science Flex. And it comes in multiple different shade ranges as well, but it's still color matching, so it's going to match your skin tone all year long. And that actually has SPF 50 in it. So I usually kind of alternate between the two of those. And I use those as my actual makeup. I don't wear, like, a traditional makeup. I use those SPFs. And so I just feel really good about my skin care, knowing that I can still achieve the overall look of makeup. But I know that it's still really good for my skin and it's not going to clog my pores or. Or like, cause any damage to my skin.
[00:09:20] Speaker B: Yeah.
[00:09:21] Speaker A: So I really like that.
[00:09:23] Speaker B: No, I love the idea of, like, an all in one product. Cause I'm kind of lazy. So, you know, when I'm on the go, it's kind of like I'm gonna sacrifice either foundation or spf. And that's nice to.
[00:09:35] Speaker A: Yeah, you can get them both in one thing, so I'll have to show you those.
The fair Color Science Flex would be a good option for you. And the Elastin hydro tint will go from light to dark. I mean, it's will really kind of match anybody's skin tone pretty much. So I really like it a lot.
So anything. What else. What else would you say about your experience overall?
[00:10:05] Speaker B: I really didn't know what to expect going into it, so it was just great. Any, like, concerns I had about, you know, feeling like, out of place or anything, like, that was definitely, like, out the window. As soon as I sat down, I noticed, like, how the staff would interact with, like, other guests, other clients that would come in was just very friendly, especially the ones that had been there before. It was, like, very familiar. Feeling. I guess so. Yeah. It eased my. Any sort of like anxiety I was having about it for sure.
And yeah, I'd love to do it again. It was really fun, really relaxing and I would definitely recommend it to all of my friends if they're ever looking to treat themselves. I'll tell them Med spa. Yeah. And Homewood or Ross Bridge.
[00:11:02] Speaker A: So I know that Sage ultimately scheduled your appointment for you, so you didn't really get the overall experience as far as like scheduling the appointment, getting the text message reminders and that whole interaction.
But aside from that, if you had any advice or feedback for us, is there anything that we could have done to made the experience even better?
[00:11:26] Speaker B: It's hard to say.
I. Yeah, I really can't think of anything I would have changed about the whole thing.
No, I guess so. Do you remind in the text like not to have anything on your face?
Because I wore like spf, so I was, I didn't know that going in, not that was like an upset thing. Yeah.
[00:11:49] Speaker A: So normally we will tell if they like are coming in for their very first time, we'll tell them they can either come with a clean face or if they need to wash their face when they come in. We have everything that they need to wash their face when they get here. They would just maybe want to arrive a few minutes early.
[00:12:05] Speaker B: Okay. Yeah. Fantastic.
[00:12:06] Speaker A: So and then in our pre visit instructions for our text message reminders, it tells them like if they're doing skin pen or IPL or any of those more invasive treatments, it reminds them to discontinue the use of retinols or any sun sensitive medications or anything that causes skin sensitivity. However many days before their treatment. It tells them that we're going to potentially send a consent form that are time sensitive to make sure that they fill those out before they come in.
If it's a new patient and we're scheduling their appointment on the phone, we usually will give them some instructions on where they can expect to park and if they can't find parking in the front that they can park across the street at the Regents Tower, that we have our training center over here. So we have overflow parking over here.
Is there any other pre visit instructions that you can think of that we send out?
I think that's pretty much it. And then just of course the 24 hour cancellation policy that if they can, if they need to cancel or reschedule an appointment, if they could let us know before we're 24 hours so we can refill that time spot, especially right now. Because we've got a waiting list.
[00:13:16] Speaker B: Oh, is it a busy season? Right? Yeah.
[00:13:18] Speaker A: So we have spring break next week. So this whole week, like this whole month has been pretty crazy. And so we keep a waiting list and we usually go. We use that very, very well. So that way, as long as we have enough time to notify someone that we have an opening, they can typically come in and fill that spot. Which is super helpful just because some people, you know, will have a request or have a specific day or time that they need to be able to come in to fit their schedule.
So we always appreciate a 24 hour cancellation notice. We can also, a lot of our new clients will have them go ahead and go onto our website and do the virtual consultation. And that just kind of gives them an idea of some of the services that we offer to address some of the concerns that they have. So if they have specific concerns that they may not even realize that we have a solution for, the virtual consult will tell them what those services are and a little bit of information about it. And then when they come in, our providers can use that information to further go into detail about those treatments too. Just because we've got probably 30 or 35 different treatment modalities within the spa. So obviously we don't have enough time to go over every single thing that we have on the off chance that that might be something that you're interested in. But the virtual consult's a really great way to jumpstart that conversation.
[00:14:43] Speaker B: Yeah. Kind of guide it, especially for someone that's never done anything like that before. It's kind of like, I don't know where to start.
[00:14:50] Speaker A: Right.
[00:14:50] Speaker B: Yeah, you'll see a good starting point.
[00:14:53] Speaker A: Yeah.
[00:14:54] Speaker C: Virtual consult. It's good for people who are like, subconscious about even bringing up.
[00:15:01] Speaker A: Yeah.
[00:15:02] Speaker C: And then they realize that's something that y'all can treat.
[00:15:04] Speaker A: Sure. Especially things like stress, urinary incontinence, and things like that. They may not even know or feel comfortable asking us if we offer sexual wellness treatments or Semi Glue Tide or anything like that. And so the virtual consult is a really good tool for them to be able to explore more information about some things that we offer. And then it just makes that conversation a little bit easier for them to bring it up.
[00:15:35] Speaker B: Right.
[00:15:35] Speaker A: So one more thing maybe mentioned.
[00:15:39] Speaker C: Like, it's a good way to see what all we offer and to, like, get information without having to actually come in.
You know, you can get just about all the information that you need.
[00:15:51] Speaker A: Yeah.
[00:15:53] Speaker C: Just by using the website.
[00:15:55] Speaker A: Yeah. So another really great functionality of the virtual consultation guide and our website is to kind of do a little bit of self research to figure out everything that we offer without having to come in for a consultation. And then typically if they fill out the virtual console or any sort of info sheet that we get at the front desk, we'll reach out to them and see if they would like to go over an in person consult to review the results that they got.
So we do a lot of those. And then we have recently launched our virtual consultations with our estheticians as well. So we already offer virtual consults with our physician providers for semiglutide, but now our estheticians are also offering virtual consults. So that way they can do their virtual consult from home and then they can come in and do the treatment that they discussed or they're welcome to come in and do the consultation in office. And we schedule enough time to do treatment same day if they want to.
[00:16:52] Speaker B: Awesome.
[00:16:53] Speaker A: So that just helps too to kind of have like, especially if they're wanting to do an IPL or microneedling or something like that, it just gives them more time to prepare for pre visit instructions that they would need if they had not prepared beforehand otherwise.
And then we also are gonna have our Mother's Day specials launching soon. So once we launch those, you'll have to tell your friends because we're gonna have all kinds of different specials on there. And the specials that we have are a really great opportunity for people that are new to skincare that really just kind of want to dip their toe in, see what it's like, try some things out before they commit to a membership or if they don't want to commit to a membership. Purchasing some of our specials and packages is a really good way to kind of treat themselves.
[00:17:43] Speaker B: Absolutely.
[00:17:45] Speaker A: So.
[00:17:45] Speaker B: Yeah, that sounds so fun. Yeah. I wish my mom lived closer.
[00:17:49] Speaker A: I'd be like, I know. You guys could share a membership. Yeah, we, we have a lot of mother daughters that share the membership. The 225 for four basic facial services. And that gives them two treatments each and it breaks it down to like 11250 per person to do two services a month, which is great.
[00:18:05] Speaker B: Yeah.
[00:18:06] Speaker A: Especially since they can put that towards deluxe services and they keep their rollover if they can't come in too.
[00:18:11] Speaker B: Oh yeah, that sounds great.
[00:18:12] Speaker A: Yeah. So. Well, I'm so excited that you got to experience your facial and I'm so glad that it was a really good one and that you enjoyed it. I really appreciate you coming and take the time to sit down and give me your feedback on everything. And we definitely want you to come back in sometime and have a facial again. Next time your mom's in town for sure. Bring her in.
[00:18:34] Speaker B: Yeah.
[00:18:35] Speaker A: So.
Well, thank you so much for joining me today.
Thank you for joining us on today's episode of smartcast. And we'll see you next week.
