FOR CLINIC OWNERS · 2026
What your clients expect from you now.
How clients find a clinic, how fast they expect a reply, how they want to talk to you, and why they hang up on robots. The newest research, plus 9,132 comments from owners, front desks and clients that we read one by one.
01 · HOW SHE FINDS YOU
Before she ever messages you, she’s read about you.
Your Instagram and your last three months of reviews are your front door now. By the time she reaches out, she’s already chosen you.
94%
say review sites play a role in choosing a cosmetic provider¹
~1 in 2
say a provider’s social media affects whether they book a consult¹
What changed this year²
45%
now ask ChatGPT or another assistant for local recommendations. Last year it was 6%.
74%
only care about reviews from the last three months.
47%
won’t use a business with fewer than 20 reviews.
89%
expect the owner to reply to reviews.
02 · HOW FAST SHE EXPECTS A REPLY
She expects today. Most clinics answer tomorrow.
WHAT PATIENTS EXPECT
78%
expect a same-day reply when they reach out.³
WHAT AESTHETIC CLINICS DO
12 hours
to a real reply from a person, at the typical practice. About half of new enquiries never hear from a person within a week.⁴
DOES SPEED ACTUALLY MATTER?
Across 100+ aesthetics brands, the practices that replied to new enquiries within 15 minutes and took over 30% of bookings online landed in the top half for growth, whatever their size.⁵ The slowest took anywhere from 4 hours to 24 days.
IN A CLINIC LIKE YOURS
Say 40 new people reach out this month. At the typical practice, about 20 of them wait a week or more to hear from a person. Most won’t wait that long.
An example, using the study above. On our call, we’d rather use your numbers.
03 · HOW SHE WANTS TO TALK TO YOU
Text first. The phone is last.
68% want texts they can actually reply to, not one-way reminders.³ And they’ve stopped leaving voicemails.
Text
90%
59%
Phone
34%
How patients prefer to hear from a provider³
“I am solo, and out of 15 calls I had today 1 left a message to book.”
A clinic owner⁶
“That’s the point. Text me.”
A client⁶
04 · WHY CLIENTS HANG UP ON ROBOTS
Owners want help. Clients want to be told the truth.
64%
of customers would prefer companies didn’t use AI for customer service⁷
#1
worry: it gets harder to reach a real person⁷
In the comments we read, 59% of owners talking about AI were positive. Among their clients, 5% were.⁶
The biggest trigger wasn’t automation. It was being lied to. The most-liked comment in all 9,132, with 54,678 likes:
“The fact that it LIED to you about being a real person!!!!!!”
WHAT CLIENTS TOLD US THEY WILL ACCEPT⁶
1
Text, not a phone voice.
2
Being told up front it’s an assistant.
3
A real person the moment they ask.
4
After hours, anything beats voicemail. During the day, they expect your team.
05 · WHAT THEY REMEMBER
Clients judge the front door separately from the treatment.
“luv luv luv’d my injector, HATED the reception at the place where she works so i stopped going”
A client⁶
MOST-REVIEWED PAIN
The callback that never came.
In the GTA, 57% of 124 clinic reviews that mention calls are 1 or 2 stars, across 36 Toronto and Mississauga clinics.⁶
MOST-PRAISED HABIT
The check-in the day after.
“you know they actually care because they call the next day to check up on me!”⁶
WHAT IT ADDS UP TO
Three things clients now expect.
On our call, we’ll look at how your clinic does on all three.
Do what you love. June handles the rest.
1
A reply the same day, wherever they reached out.
2
By text, honestly, with a person close by.
3
Every “we’ll get back to you” actually happening.
1. American Society for Dermatologic Surgery, 2025 Consumer Survey on Cosmetic Dermatologic Procedures. 3,500+ US consumers. Jul 2025.
2. BrightLocal, Local Consumer Review Survey 2026. 1,002 US adults. Feb 2026.
3. Sinch, patient communication survey. 1,000 US patients, Dec 4–7, 2025. Published Jan 2026.
4. Aesthetix CRM, “Speed to Lead: What 200+ Aesthetic Practices Reveal About Response Time,” Oct 6, 2026. Company data, Jul–Sep 2026.
5. CorralData, H1 2026 Aesthetics Industry Benchmark, 100+ brands, about 500 locations. As reported by the American Med Spa Association, Aug 7, 2026.
6. Clicks & Conversions social research, Oct 15–16, 2026: 9,132 public comments and reviews from TikTok, Reddit and Google reviews of 66 Canadian clinics, mostly US. Each read and coded. Quotes verbatim, names removed.
7. Gartner customer survey, 5,728 customers, Dec 2023. Published Jul 2024.
Most studies here are American. No one has published GTA numbers yet.
FOR CLINIC OWNERS · 2026
What your clients expect from you now.
How clients find a clinic, how fast they expect a reply, how they want to talk to you, and why they hang up on robots. The newest research, plus 9,132 comments from owners, front desks and clients that we read one by one.
FOR CLINIC OWNERS · 2026
What your clients expect from you now.
How clients find a clinic, how fast they expect a reply, how they want to talk to you, and why they hang up on robots. The newest research, plus 9,132 comments from owners, front desks and clients that we read one by one.
01 · HOW SHE FINDS YOU
Before she ever messages you, she’s read about you.
Your Instagram and your last three months of reviews are your front door now. By the time she reaches out, she’s already chosen you.
94%
say review sites play a role in choosing a cosmetic provider¹
~1 in 2
say a provider’s social media affects whether they book a consult¹
What changed this year²
45%
now ask ChatGPT or another assistant for local recommendations. Last year it was 6%.
74%
only care about reviews from the last three months.
47%
won’t use a business with fewer than 20 reviews.
89%
expect the owner to reply to reviews.
02 · HOW FAST SHE EXPECTS A REPLY
She expects today. Most clinics answer tomorrow.
WHAT PATIENTS EXPECT
78%
expect a same-day reply when they reach out.³
WHAT AESTHETIC CLINICS DO
12 hours
to a real reply from a person, at the typical practice. About half of new enquiries never hear from a person within a week.⁴
WHAT PATIENTS EXPECT
78%
expect a same-day reply when they reach out.³
WHAT AESTHETIC CLINICS DO
12 hours
to a real reply from a person, at the typical practice. About half of new enquiries never hear from a person within a week.⁴
DOES SPEED ACTUALLY MATTER?
Across 100+ aesthetics brands, the practices that replied to new enquiries within 15 minutes and took over 30% of bookings online landed in the top half for growth, whatever their size.⁵ The slowest took anywhere from 4 hours to 24 days.
IN A CLINIC LIKE YOURS
Say 40 new people reach out this month. At the typical practice, about 20 of them wait a week or more to hear from a person. Most won’t wait that long.
An example, using the study above. On our call, we’d rather use your numbers.
03 · HOW SHE WANTS TO TALK TO YOU
Text first. The phone is last.
68% want texts they can actually reply to, not one-way reminders.³ And they’ve stopped leaving voicemails:
Text
90%
59%
Phone
34%
How patients prefer to hear from a provider³
“I am solo, and out of 15 calls I had today 1 left a message to book.”
A clinic owner⁶
“That’s the point. Text me.”
A client⁶
04 · WHY CLIENTS HANG UP ON ROBOTS
Owners want help. Clients want to be told the truth.
64%
of customers would prefer companies didn’t use AI for customer service⁷
#1
worry: it gets harder to reach a real person⁷
In the comments we read, 59% of owners talking about AI were positive. Among their clients, 5% were.⁶
The biggest trigger wasn’t automation. It was being lied to. The most-liked comment in all 9,132, with 54,678 likes:
“The fact that it LIED to you about being a real person!!!!!!”
WHAT CLIENTS TOLD US THEY WILL ACCEPT⁶
1
Text, not a phone voice.
2
Being told up front it’s an assistant.
3
A real person the moment they ask.
4
After hours, anything beats voicemail. During the day, they expect your team.
05 · WHAT THEY REMEMBER
Clients judge the front door separately from the treatment.
“luv luv luv’d my injector, HATED the reception at the place where she works so i stopped going”
A client⁶
MOST-REVIEWED PAIN
The callback that never came.
In the GTA, 57% of 124 clinic reviews that mention calls are 1 or 2 stars, across 36 Toronto and Mississauga clinics.⁶
MOST-PRAISED HABIT
The check-in the day after.
“you know they actually care because they call the next day to check up on me!”⁶
WHAT IT ADDS UP TO
Three things clients now expect.
1
A reply the same day, wherever they reached out.
2
By text, honestly, with a person close by.
3
Every “we’ll get back to you” actually happening.
On our call, we’ll look at how your clinic does on all three.
Do what you love. June handles the rest.
WHAT IT ADDS UP TO
Three things clients now expect.
1
A reply the same day, wherever they reached out.
2
By text, honestly, with a person close by.
3
Every “we’ll get back to you” actually happening.
On our call, we’ll look at how your clinic does on all three.
Do what you love. June handles the rest.
1. American Society for Dermatologic Surgery, 2025 Consumer Survey on Cosmetic Dermatologic Procedures. 3,500+ US consumers. Jul 2025.
2. BrightLocal, Local Consumer Review Survey 2026. 1,002 US adults. Feb 2026.
3. Sinch, patient communication survey. 1,000 US patients, Dec 4–7, 2025. Published Jan 2026.
4. Aesthetix CRM, “Speed to Lead: What 200+ Aesthetic Practices Reveal About Response Time,” Oct 6, 2026. Company data, Jul–Sep 2026.
5. CorralData, H1 2026 Aesthetics Industry Benchmark, 100+ brands, about 500 locations. As reported by the American Med Spa Association, Aug 7, 2026.
6. Clicks & Conversions social research, Oct 15–16, 2026: 9,132 public comments and reviews from TikTok, Reddit and Google reviews of 66 Canadian clinics, mostly US. Each read and coded. Quotes verbatim, names removed.
7. Gartner customer survey, 5,728 customers, Dec 2023. Published Jul 2024.
Most studies here are American. No one has published GTA numbers yet.
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