People Priorities

In my P3 (People, Process, Performance) framework, people are the cornerstone of success. They are the very first step in building and running a thriving organization. So, how important is “people” in this equation? Let’s take a deeper dive by telling the story of a dream, and then we’ll unpack how this dream can quickly turn into dread if the right people are not in place.

The Dream Trip: A Lesson in Customer Experience

Imagine you’ve spent years saving up for your dream vacation. You've poured hours into researching the perfect getaway—pinning ideas, chatting with friends, and imagining every detail of the experience. You’ve built this vision in your mind: from the doorman’s warm smile when you arrive at the hotel, to the front desk staff greeting you like royalty, and the luxury touches awaiting you in your overpriced but totally worth-it suite.

You’ve imagined the hand-signed note from the hotel manager, thanking you for your stay and promising to make your experience unforgettable. Perhaps there’s champagne (your favorite, because they asked you beforehand), and a custom snack or treat just for you. You anticipate the secret surprise that will make your heart leap with delight.

You can almost smell the luxury—the calming scent of the spa, the expert massage therapist melting away your stress. All of these thoughts whirl in your mind as you eagerly await the reward for all your hard work and sacrifice. This is your time, your investment in yourself, and you’re prepared to be transformed.

But now, imagine the day finally arrives. You’ve flown across the world, brimming with excitement. You walk through the hotel doors... and no one is there to greet you. You approach the front desk, still smiling, still hopeful, but the receptionist seems disengaged, hurried, and disinterested. No champagne. No welcoming gesture. Just a cold, transactional exchange.

Your heart sinks. The dream is already slipping away. Even if the rest of the hotel meets your expectations, the magic has vanished. The brand's promise feels empty, and what was supposed to be a life-changing experience is now tainted. No amount of luxury can recover from this first impression.

The Parallel: How "People" Impact Client Experience in Retail Medicine

In retail medicine, every day, clients make purchasing decisions they've fantasized about—sometimes for years. These investments aren’t small: someone making a $10K elective decision is not just buying a service, they are investing in their future well-being. Whether it’s smoothing out years of self-consciousness about unwanted hair or rejuvenating their energy with a peptide program, this is a life-changing decision.

Now, answer this: how important are “people” in that customer journey? Should they be your first priority?

I argue that absolutely nothing impacts client retention, reviews, and referrals like human interactions. Inconsistent experiences, whether at the front desk, over the phone, or with treatment providers, can break the entire brand promise. Nothing erodes trust faster than an underwhelming or negative interaction with staff.

A sparkling new clinic with the latest tech can still fail if the team lacks passion and commitment. On the other hand, a less-than-perfect facility, when led by an outstanding, service-driven team, can shine and outperform competitors. People are the heart of your business—and getting it right from the very first interaction is paramount.

The Role of People in P3: Your First Focus

When evaluating underperforming clinics, the very first area to examine is the people. One disengaged or toxic individual can spoil the entire clinic's potential. From the front desk to treatment providers, every person plays a critical role in delivering the client experience.

I’ve seen first-hand how a negative influence—a “sour apple”—can sabotage an entire team. This can derail product rollouts, damage client relationships, and lead to a high turnover of quality team members.

How to Hire the Right People

So, how do you hire the right people for your team? Here are a few keys to success:

1. Standardized interview questions: Ensure that your interview process is focused on both core competencies and culture fit. It's crucial that people work in environments where they feel aligned with their team. If "likable" or "kind" isn't on your cultural checklist, then expect to deal with a high turnover of unhappy employees. Trust your instincts—if a candidate doesn’t seem passionate or engaged during the interview, they probably won’t be once they start.
2. Hire the right “key roles” first: The right people attract more of the right people. Hire strategically for key positions, and those leaders will often recruit individuals from their network who are equally committed to high performance and exceptional service.
3. Hire slow, fire fast: The process of hiring takes time, but firing the wrong hire takes courage. If a team member is not delivering the results you need despite coaching and support, don't hesitate to make a change. Business success requires tough decisions—and the wrong person can be a major liability.
4. Don’t settle for less: If you realize a hire is not a cultural fit or doesn’t meet expectations, it’s never too late to make a change. Protect your business, protect your clients, and ultimately protect the growth of your team. In retail medicine, your reputation is your lifeblood, and that starts with the people you choose to work with.

In the P3 framework, People come first—because people shape your processes, and your processes will influence your performance. A team that’s passionate about delivering exceptional client experiences will elevate your business in ways no technology or facility design can. When you get the people piece right, everything else falls into place. Whether it’s a new medspa, a growing franchise, or an established clinic, it all starts with the right team, in the right roles, with the right attitude.

If your team isn’t quite delivering the dream experience you envision, we’re here to help. Let’s work together to revamp your people strategy and create a culture and a client experience that drives success. Reach out to us at help@renewstrategygroup.com or message us directly through our LinkedIn page. We’d love to help you make it happen!