Medspa Marketing: Using SMS & Email Memberships for Client Retention

Here’s something most spa owners won’t admit: they’re flying blind when it comes to loyalty.

They’re counting on a solid first experience, maybe a promo here and there, and fingers crossed that the client comes back.

But real talk? Hope is not a strategy. And if your idea of retention is a reminder text the day before an appointment, you’re playing a dangerous game.

Let’s zoom out. The spas and medspas pulling ahead in 2025 aren’t hustling harder—they’re working smarter. They’ve built systems around loyalty. They don’t just offer memberships—they support them. And they do it with smart, strategic email and SMS.

This is what separates reactive businesses from brands that truly understand medspa marketing. If you’re still figuring it out, our guide to Marketing for Medspas might be your best next click.

Let’s Talk Memberships—Why They Work (When They’re Done Right)

Memberships aren’t just about recurring revenue. They’re about creating behavior.

The more often someone books, the better their results. The better their results, the stronger their emotional tie to your brand. And when that happens? They don’t churn. They tell their friends. They show up like clockwork.

You know what else they do? Spend more. Try more services. Stick with you even if prices go up.

Now here’s the kicker. Most spas build a membership, get a few people in, and then… silence. No welcome. No check-in. No perks. No reminders. It becomes a bill instead of a benefit.

That’s how you lose someone who could’ve been a long-term client.

It’s not about adding more perks. It’s about reinforcing the value of what they already have. And that’s where SMS and email step in.

Why Clients Cancel—And What You Can Do About It

Here’s the honest answer: most people cancel their membership because they forget to use it.

They skip a month. Then another. Now they feel guilty. They’re paying for something they didn’t use, so they cancel. And just like that, a high-lifetime-value client is gone.

It’s not because they didn’t love you. It’s because you went quiet.

Your job? Stay top of mind. Not in a pushy way. In a "we’ve got your back" kind of way.

A smart email flow that reminds them what’s included. An SMS that nudges them to book. A quick message that says, "You’ve still got one facial left—want to grab a spot this week?"

One powerful example? A membership renewal email that doesn’t just notify—it sells the renewal. Remind them what they’ve used, what they’re getting, and why the membership still makes sense.

The Framework: How to Build a Membership System That Doesn’t Fall Apart

Let’s say you’re doing monthly peels and quarterly injectables. That’s your rhythm. Don’t guess—build around what actually fits your treatments.

And skip the over-the-top perks. Your clients don’t need fluff—they need benefits they’ll actually use:

• One facial or peel per month that’s baked in
• 15% off add-ons they already ask about
• Early access to that new LED mask treatment
• A members-only skin analysis every few months

What’s often missing? Follow-up. Everyone’s great at the pitch—then nothing.

Need follow-up ideas? That’s literally what our Email Marketing Agency exists to do.

SMS = Not Just a Nudge, It’s a Lifeline

Look, people are juggling 47 tabs in their brains. That confirmation email you sent last week? Gone.

But when they get a quick, direct message at the right moment, it works.

Think more: "Hey, your facial credit is still sitting here. Want a Tuesday or Thursday spot?"

Or: "We’ve got one slot left before the weekend rush. Want me to hold it for you?"

Short. Relevant. Human.

That’s how a solid SMS appointment reminder actually earns attention, not irritation.

Add two-way replies into the mix, and now it’s a conversation. Not a campaign. We walk through that in our Two-Way SMS Messaging guide.

Forget Volume—Focus on Timing, Feel, and Relevance

It’s not about sending more stuff. It’s about sending the right thing, exactly when it’s useful.

Think about someone who hasn’t used their facial, and it’s the 28th of the month. They’re mid-scroll on their phone, maybe at lunch. A text comes in: “Hey—want me to grab you a slot this week before your perk resets?”

That’s what sticks because it meets them where they are.

Need help blending your messages without overwhelming? Here's how to combine email with SMS seamlessly.

Reminder Flows That Actually Feel Thoughtful

Let’s stop pretending people read every confirmation email. They don’t.

But if you send a heads-up two days before with one good skincare prep tip, they’ll appreciate it.

If you send a reminder the day before with a button to confirm or reschedule—that’s useful.

If you follow up that morning with a message that simply says, “Need to move your appointment? Just reply,” that’s you being helpful. Not pushy.

And that last one? That’s your appointment reminder text. Keep it warm. Keep it short. Works every time.

This is one of our specialties. Our SMS reminder service sets these up for medspas every week.

Personalization Isn’t Just Smart—It’s Respectful

Some clients come in every three weeks for acne maintenance. Others book once a season when their skin freaks out.

So why send them the same stuff?

One’s expecting consistency and care. The other needs flexibility.

Start paying attention to what people actually do:

• How often they come in (or don’t)
• What services they gravitate toward
• If they’ve paused or downgraded

Use that info to adjust your tone and frequency. That’s not just strategy—it’s being considerate.

We unpack this even deeper in our Retention Strategies with Email and SMS playbook.

Why Most Medspas Are Still Behind—and What to Do About It

The truth is, sending a couple of promotional emails a month isn’t a retention strategy.

A lot of spas have decent tools. But what they’re missing is intention.

Instead of waiting for churn, they should be:

• Proactively messaging based on usage patterns
• Letting clients reply and engage (no “do not reply” messages)
• Offering tier upgrades based on loyalty or service mix

It’s not a tech issue. It’s a mindset shift.

We help medspas make that jump.

Alright—Let’s Bring It Home

You’re not going to solve client loyalty with one great appointment. Or one flashy campaign.

But if you:

• Build a membership that’s tied to real routines
• Support it with timely, helpful nudges
• Make reminders feel like favors, not follow-ups

You’ll win. Consistently.

Want help getting that system in place?

Book a free retention audit. We’ll look at your flows, touchpoints, and gaps—and show you exactly how to boost retention and membership revenue.

Curious how we tackle SMS? Our SMS Marketing Services show you how we turn pings into profit.

Retention is about showing up. Let’s make it easy—and make it last.