Do you know her? She works. A lot. Clients. Team. Payroll. Marketing. Vendors. Kids. Husband. Parents. Life. She spends all day taking care of other women. Making sure THEY get their treatments. THEY take their photos. THEY stay consistent. THEY get results. Meanwhile, she owns a medspa. 😂 She literally has solutions to her own problems sitting within her four walls. Emsculpt. T-Shape. Emsella. Facials. Compression. Whatever SHE bought because she believed it worked. And somehow she’s the one who never gets on the table. Sound familiar? Your clients are busy too. They don’t necessarily need more time. They need you to make better use of the time they already have. Stack the treatments. Put the laptop nearby. Let her answer the email. Get multiple things done at once. And while you’re at it… book yourself. Use the stuff you already paid for. 😂 Do you know her?

So sales are down. It’s slow. “It’s summer.” “I have an idea. Let’s do an event.” “We could offer free demos.” “I’ll make a flyer.” No. I see you. Everyone sitting behind the reception desk. Phones in your hands. Laptops open. Waiting for somebody to walk up to you with their wallet out. That’s not how this works. There are 900 people who bought services from you in the last 12 months. They already know you. They already trusted you. They already paid you. Talk to them. See the client on the table for a facial? Tell her about the clients you work with who are frustrated because their pants don’t fit the way they want. Ask if she deals with that too. See the woman at your pop-up trying on clothes and putting things back? Talk to her. What doesn’t feel right? What would she like to feel better about? See the client sitting quietly by herself? Go sit with her. Talk to her. Don’t assume. Ask. When the phone rings? Jump. When the prospect texts? Respond. When the client never finishes her package? Call her. When someone came in for a consultation and didn’t buy? Call her. Ask what happened. You spent A LOT of money building a business that solves problems people want to get out of. And now your bank account is going down instead of up while everyone sits behind the desk waiting for someone to buy. So much of what I coach is helping people uncomplicate this. You want more sales? See people. Ask questions. Understand problems. Share solutions. The secret in this industry is the exact thing everyone keeps avoiding: CONVERSATIONS.

“I didn’t get a medical degree to become a salesperson.” “I didn’t get my MBA and a bunch of credentials to be a salesperson.” I hear some version of this constantly. But selling isn’t convincing someone to buy something they don’t need. At its simplest, it’s an exchange. Someone has a problem they want solved. You have expertise, technology and a solution that can help solve it. They exchange money for something they value. And that exchange is what pays the bills. When I was a pharmaceutical brand manager, my role wasn’t in sales. I wasn’t the person collecting the money. I spent months implementing strategy — forecasts, campaigns, messaging, tactics, training and tools. Then it came time to present it. On stage. I had to stand in front of hundreds of pharmaceutical sales reps and leaders and get them to understand the strategy, believe in it, emotionally buy into it and be excited enough to execute it consistently in the field. My role wasn’t sales. But I absolutely had to influence the activity of the people who were selling. Because if those pharmaceutical reps didn’t sell, who was paying my salary? Who was paying the advertising agency? Training teams? Manufacturing? Research? The campaigns? All those beautiful tools we created? Sales funded all of it. Your business is no different. You can have great technology. A beautiful space. A talented team. A calendar full of activity. Your bills don’t care. They get paid with revenue. So when revenue isn’t where you want it, don’t immediately assume you need more leads, another promotion or more marketing. Find the gap. Start with the numbers: Appointments — Are enough people actually getting in front of you? Consultations — Are those appointments happening, or are leads getting lost to cancellations, no-shows and poor follow-up? Conversations — Are you uncovering what the person actually wants to change, why it matters and what result they value? Or are you mostly explaining technology and answering questions? Recommendations — Are you confidently recommending the solution that matches what they told you they want? Or are you expecting them to figure out what to buy?

A sales manager was frustrated that consultations weren’t converting. Then I watched her greet a new client. No eye contact. No formal introduction. She didn’t even use the client’s name. Just: “Hi. How can I help you?” Then she handed her a clipboard. There’s the problem. She lost the sale at hello. Here’s my approach: “Suzy, welcome. I’m Stacey. You’re new here, and we meet most of our clients exactly this way—our paid ads find people looking for solutions to problems just like yours. Before we discuss treatments, I want to understand what’s bothering you, how it’s affecting you and what you want to change. Then I’ll determine whether we can help and recommend the best path to get you there.” Use her name. Make eye contact. Welcome her by her name. Introduce yourself worth your name, title role in the days appt. Explain why she’s there. Set the expectation. Lead the consultation. A $4,000 transformation can be lost before the consultation even begins.

Yesterday I coached a med spa manager through a consultation with a Facebook lead. The lead came in for a discounted first-time offer. $179 instead of $500. She wanted to try a non-invasive mommy makeover treatment for her stomach. Before the consultation, I reminded the manager of the same things I teach every med spa team: Slow down. Stop educating. Stop answering questions. Start leading the conversation. Ask a question. Listen. Repeat their answer back as a statement. Then sit in the silence. The silence feels awkward. Most providers rush to fill it. But if you let the prospect hear their own words, they'll usually tell you what they really mean. That's exactly what happened. The physical complaint was a mommy tummy. The emotional concern was much deeper. She was frustrated with her weight. Discouraged by her lack of progress.Worried she was running out of options. As the conversation unfolded, it became obvious that body contouring alone wasn't the best solution. And GLP-1 alone wasn't the best solution. She needed both. The result? A 10-session body transformation package worth $3,500. Plus a monthly GLP-1 membership at $499 per month. What's interesting is that this was the first time this manager had ever sold both together to a Facebook lead. Historically, they sold one or the other. Why? Because they usually promote offers. They upsell from the first-time offer to as many prepaid treatments as possible. Not uncovering pain points. When you promote offers, prospects buy offers. It's transactional. When you uncover problems, prospects buy solutions. Don't sell what you think they'll buy. Give them what they deserve. Because when you truly understand the emotional struggle behind the physical complaint, you'll feel obligated to recommend the right solution—even when it's bigger than what they originally came in for. What's your favorite way to help a prospect go deeper than the physical concern they're describing?