The gap between premium care and the first reply.
Medical spas invest heavily in creating a premium in-clinic experience. The treatment rooms, the products, the care. But for many practices, the client journey before that first appointment tells a different story.
Jordan Brown saw a pattern after analyzing follow-up systems across 30+ med spas nationwide: consultation requests coming in at all hours, front desks juggling too many responsibilities, and potential clients slipping away simply because a response took too long. Not because the practice didn't care, but because they were busy delivering great care.
The numbers confirmed it. 67% of clinic calls go unanswered. 85% of patients who reach voicemail never call back. 42% of booking requests come after 6 PM when no one is there to answer. The average med spa is losing over $10,000 per month in missed consultation requests.
That observation became D'etre Above. A consulting firm built exclusively for medical spas, focused on one thing: making sure the follow-up experience matches the quality of the treatment itself.