There's a Disconnect in Modern Med Spas
The Importance of Balancing Sales AND Service
I’ve been increasingly disappointed by how heavily sales-driven many aesthetic practices have become. In an industry built on trust, results, and forming long-term relationships, the focus has seemed to quietly shift away from providing valuable service and ensuring client retention toward aggressive upselling.
This shift feels a bit short-sighted, especially in today’s climate.
Clients have more options than ever before: medical spas, standalone estheticians, dermatology offices, plastic surgery centers, and DIY at-home treatments — all competing for the same consumer. Loyalty is no longer guaranteed. It’s earned through value, consistency, and transparency.
Yet many practices still operate as though clients are interchangeable and expendable. It has to be said: There’s a very real disconnect happening when sales are overshadowing service.
A Common but Flawed Retail Strategy
Recently, during an interview, I was told outright that one brand, a significantly less expensive line, was used exclusively in treatments, while another, far more expensive brand was carried for retail.
Let me be clear: An affordable product line does not mean low quality. The specific brand they carried for their backbar products performs very well. That’s not the issue at all.
The issue is a disconnect.
As a client, I’ve had treatments before where I fell in love with the product that was used, whether it felt great on my skin, glided on, wasn’t drying, or smelled amazing. When a product performs well, of course, you’re going to want to make it part of your routine. But if I inquire about this product and I’m told, “Actually, we don’t sell that, but instead, we have this…” and I’m guided to an entirely different, considerably more expensive brand that I have no experience with, I know that I wouldn’t be too pleased.
That’s a moment that quickly erodes trust between provider and client.
From the client’s perspective, the question becomes, “If the product used on me worked so well, why isn’t that recommended for my home care?”
When the answer is profit margins instead of client outcome, it’s felt.
Why This Hurts Both Clients and Providers
This approach doesn’t just undermine client confidence; it puts providers and estheticians in a difficult position. We’re asked to sell products we’re not using in the treatment.
Retail should ensure continuity.
Clients are far more likely to invest in products when they can experience them firsthand. Makes sense, right? If I leave a facial appointment feeling like a million bucks, I’m going to return to my esthetician (come on, even I have one), and I’m going to be excited to report back the results I’m already seeing.
When service and retail are misaligned, this only becomes a burden on staff.
Retention Is the True Revenue Source
In an oversaturated aesthetic market, retention matters so much more than conversion. A client who trusts their provider, understands their treatment plan, and feels genuinely cared for will return. That alone translates to more money spent over time. Again, because value is provided.
A client who feels “sold to” might convert once. They also might leave a review saying they felt their experience resembled a “bait and switch.”
Practices that prioritize short-term sales metrics over long-term relationships often mistake any activity for growth. But real growth comes from clients who don’t feel like transactions.
A Call for Balance
Ethical, effective aesthetics requires a delicate balance between treatment, retail, and the client’s personal goals. When what’s used in the treatment room matches what’s recommended for home care, trust deepens. When providers are empowered to educate rather than pressure, clients listen.
I assure you all: Sales aren’t going to disappear if you put service first. They’ll only become easier.
In an industry built on skin health, results, and confidence, your most powerful strategy will never be aggressive upselling. It’s integrity.