Speed to lead for med spas: the evening DM problem
Med spa enquiries arrive as evening DMs and texts from people comparing clinics. How to answer first with something useful, move toward a consultation, and keep clinical questions with providers.
Frontiva · · 3 min read
Speed to lead at a med spa means answering an evening enquiry within minutes with a useful answer (usually a price and the next step toward a consultation), because the person asking is often comparing several clinics in the same hour. The first reply should come from your approved price list, the second should point to booking, and anything about whether a treatment suits them goes to a provider.
How med spa leads arrive
Mostly not by phone. They come as Instagram DMs after someone saw a before-and-after, as texts from a Google search, and as website chats late in the evening. The questions are predictable: how much, how long, does it hurt, when can I come in. And the person is usually asking more than one clinic.
The first reply
Answer the question they asked, from your list. "Lip filler starts at $650 per syringe. The first step is a consultation with one of our injectors." If the price depends on the treatment plan, say that plainly: "starting from, confirmed at your consultation".
Do not reply with "thanks for reaching out, a team member will be in touch". That is a reason to try the next clinic.
The second reply
Move toward the consultation. The link to your booking page, or two times a person will confirm. Mention your deposit policy before they book, not after.
What goes to a provider
Pregnancy, breastfeeding, medications, allergies, previous reactions, "would this work for me", "is this safe". These are clinical questions. The right answer is a provider, with the question already captured so they do not need to ask again.
After the first message
Most leads that do not book on day one are still deciding. One follow-up the next day, with the answer to the question most people ask next (downtime, what to avoid beforehand), is useful. A daily "just checking in" is not.
What to measure
Time to first reply for evening messages specifically. Consultations booked per enquiry. And how many enquiries arrived by each channel, so you know where to put effort.
Frequently asked questions
Can the first reply include a promotion?
A reply to someone who asked is a conversation. Adding an unrequested promotion turns it into marketing, which has stricter consent rules. Keep the first reply to what they asked.
Should we ask for their phone number in a DM?
If the conversation needs to move to text (for reminders), ask, and say why.
What about price shopping?
Answer honestly and explain what the price includes. People comparing clinics notice who answered clearly.
What Frontiva does here
In Frontiva the AI answers from your approved price list and policies, sensitive-topic checks and escalation keywords hand clinical questions to a person, and every new enquiry becomes a scored lead with an owner. Instagram DMs reach the same inbox once an account is connected, which waits on Meta's app review. See the med spa page and AI receptionist for med spas.