Win-back
Med spa patient win-back, as a system
Win-back fails as a campaign and works as a system. A campaign is a blast you run once; a system watches when each patient's treatment wears off and contacts them at that moment — a text first, then a call to the ones who don't reply — every quarter, without your front desk making the calls. On a 900-patient list, that system works about 300 due patients a quarter.
Why patients lapse
Three reasons, and none of them is your work. First, the treatment wears off on its own schedule — Botox in about 3–4 months, filler in about 6–12 months — and the patient doesn't track it. Second, when it does wear off, nobody from the practice contacts them at that moment. Third, the front desk that would make those calls is busy running the day.
Nobody likes to do outbound calls. Not even employees. So the calls don't happen, and the patient drifts — usually to whichever practice contacts them first.
The system, step by step
- Your patient list goes in — only your own patients, provided by your practice.
- The system works out who is coming due, based on when treatments wear off.
- Each due patient gets a text first, in your practice's name.
- Patients who don't reply get a call. Follow-ups cap at 3 texts and stop on any reply.
- Patients who say yes get booked into your calendar, and you get a summary of every conversation.
Then it repeats next quarter, because a new wave of patients has come due.
The guardrails
Only your own patients are ever contacted. Every call opens by disclosing that the call may be recorded. A reply stops the follow-ups, and STOP ends contact permanently.
The billing has guardrails too. Plans have minute caps, and when calling reaches the cap it pauses — there is no automatic overage. A top-up of +150 minutes for $149 runs only when you approve it.
English and Spanish
The system works in English and Spanish, in both the texts and the calls. If a patient's language is Spanish, the outreach is Spanish — the booking doesn't depend on who at the front desk happens to be bilingual that day.
What it costs
Solo $357/mo covers 300 patients a month. Growth $597 covers 600. Pro $957 covers 900. Enterprise $1,797 covers 1,500 across all locations. Text campaigns are a $147/mo add-on.
No contracts — cancel anytime. Set against the math below, a single rebooked patient at a $750 average visit covers a month of Solo.
The numbers, worked
- Your patient list: 900 patients
- Come due each quarter, as treatments wear off: ~300
- Cautious rebooking rate: 15% → 45 patients
- Average visit value: $750
- Recovered by the system: 45 × $750 = $33,750 per quarter — $135,000 per year
Questions
Is win-back a one-time campaign or an ongoing system?
Ongoing. Patients come due every quarter as their treatments wear off, so the system runs continuously on a monthly plan. There are no contracts — cancel anytime.
Who gets contacted?
Only your own patients, from the list your practice provides. DewyDesk never buys lists and never contacts another practice's patients.
What happens when a patient says stop?
It stops. Follow-ups end on any reply, and a patient who texts STOP or asks not to be contacted is never contacted again.
What happens when the plan's minutes run out?
Calling pauses at the cap. There is no automatic overage and no surprise charge — you can approve a top-up of +150 minutes for $149 if you want the campaign to keep going.
What languages does the agent work in?
English and Spanish. A patient's language never has to be the reason a rebooking didn't happen, and every call opens by disclosing that it may be recorded.
DewyDesk is a scheduling and communication tool. It does not provide medical advice, diagnosis, or treatment.