TL;DR: A well-run med spa is built on a small number of repeatable systems: a front desk SOP, a 30/60/90-day injector onboarding checklist, a 10-minute daily huddle, a Monday KPI review, and a 12-number owner dashboard. This guide walks through each one and gives you the templates to install them this week.
The 12 numbers that matter
- 1. Show-up rate — target 92%+
- 2. Day-of close rate (consults) — target 55%+
- 3. Total consult-to-booked % — target 70%+
- 4. Rebook rate — target 70%+
- 5. Avg ticket — trend, not target
- 6. Client LTV (12-month rolling) — target $2,400+
- 7. New clients / month — trend
- 8. Lead source attribution — diversify, don't concentrate
- 9. DM-to-booked conversion — target 10%+
- 10. New reviews / month — target 10+
- 11. Active members (% of base) — target 15%+
- 12. Recovered revenue (no-shows + DMs + ghosts) — target $5k+/mo
Most owners track 3-4 of these. Top owners track all 12 and review them every Monday.
The Monday morning 15-minute review
Every Monday at 9 AM, owner alone, 15 minutes:
- Open the dashboard. Scan the weekly KPIs.
- Find the one number that's off-target (red).
- Find the one number that's improving (green).
- Write a 2-line note in the team Slack: "This week we focused on X. Result: Y. Next week we're focusing on Z."
- Schedule the one action that fixes the red number.
Don't review every metric every week. Focus is the discipline.
The front desk SOP (the one-page version)
Open (8:30 AM)
- Unlock, lights on, music on (volume 30%)
- Check today's appointments — confirmation status, special notes
- Review yesterday's no-shows / late cancels and process fees
During the day
- All inbound DMs/texts replied within 30 minutes
- All inbound calls answered within 3 rings
- Every checkout: ask about rebook ("Most clients come back in {{interval}} — should I lock in {{date_time}}?")
- Every checkout: send the post-treatment text within 1 hour
End of day (close)
- Process any open balances
- Send tomorrow's reminder texts (if not automated)
- 10-min team huddle for tomorrow's prep
New injector onboarding (30/60/90 days)
Days 1-30
- Shadow lead injector on every consult and treatment
- Master the spa's clinical SOPs (consent, dosing, aftercare)
- Master the spa's voice (consult script, soft-close)
- Begin assisted treatments under supervision
Days 31-60
- Independent treatments under chart review
- Take over their first 5 consults solo, with same-day debrief
- Begin client-facing social media (1 reel/week)
Days 61-90
- Full independent caseload
- Track personal KPIs: consult close rate, rebook rate, avg ticket
- Quarterly review with owner
The daily huddle (10 minutes, every morning)
Agenda:
- Who's here today (providers + front desk)
- Today's appointments (notable: VIPs, first-timers, complex cases)
- Yesterday's wins and lessons (1 minute total)
- One thing we're focused on improving today
Keep it 10 minutes. The discipline is consistency, not depth.
The KPI dashboard structure
Six tabs in Google Sheets:
- Weekly KPIs — the 12 numbers, week-over-week
- Monthly KPIs — LTV, new vs. returning, member count
- Lead sources — attribution by channel
- Per-provider — close rate, avg ticket, rebook rate
- Service mix — what's selling, what's not
- Recovered revenue — the OS's report card
Frequently asked questions
How long does it take to install all of these SOPs?
2-4 weeks if you do one per week. The front desk SOP and the daily huddle take a day each. The injector onboarding takes a couple hours to write but is then permanent.
How often should I update the SOPs?
Quarterly. SOPs that don't evolve become wallpaper.
What software should I use for the dashboard?
Google Sheets for first 6 months. Looker Studio if you want prettier visuals. Don't over-build; data fluency matters more than dashboard polish.
Do I need a real KPI dashboard or just the 3 numbers I currently track?
You need at least 6 of the 12. Three is too few — you'll miss compounding issues. All 12 is ideal but takes time to wire up.
Should the front desk run the daily huddle or the owner?
Front desk lead. The owner attends but doesn't drive. Distributed ownership prevents the spa-runs-on-one-person trap.
The full system
Module 7 (Owner Dashboard) and Module 8 (14-Day Install Plan) of the MedSpa AI Operating System include the complete dashboard template, the per-provider scorecard, the SOPs ready-to-customize, and the 14-day install rollout.
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