Case Study 1: Clinic of Excellence Program
Industry / Client Type: Multi-Unit Aesthetic Medicine | National Brand
Duration: 6–12 Months
The Challenge:
A rapidly growing aesthetic medicine brand was facing inconsistent patient experiences, compliance gaps, and variable service quality across its locations. Without a unified performance benchmark, leadership struggled to protect brand reputation and maintain consistent results across the network.
Our Approach:
Designed and implemented a Clinic of Excellence program covering facilities standards, service protocols, regulatory compliance, staff training, and performance measurement. Built a continuous improvement system with digital data collection, audit reporting, and scoring processes. Integrated expectations into performance reviews, role coaching, talent profiling, and a clinic awards program to incentivize excellence. Trained managers and cross-functional leaders to execute ongoing improvement plans.
The Results:
- 25% improvement in average clinic audit scores within the first year
- 40% reduction in compliance gaps
- +15 points in Net Promoter Score across the network
- Institutionalized as the brand standard for future acquisitions
Case Study 2: Operational Turnaround
Industry / Client Type: Multi-Unit Healthcare | PE-Backed
Duration: 6–12 Months
The Challenge:
The client faced underperforming upsell and cross-sell metrics, a declining average ticket value, and high provider turnover — all threatening revenue growth and patient satisfaction.
Our Approach:
Implemented a structured upselling and cross-selling process with clear protocols, KPI tracking, and ongoing training for providers and consultants. Launched a client feedback survey platform with rapid follow-up, improving NPS and service recovery speed. Redesigned provider onboarding and introduced regular check-ins with feedback loops to improve retention.
The Results:
- 20% increase in average ticket value
- Significant improvement in provider retention rates
- +18-point NPS improvement through real-time feedback response
- Consistent upsell/cross-sell performance across locations
Case Study 3: Change Management & Communications
Industry / Client Type: Multi-Unit Consumer Healthcare | National Brand
Duration: 6–12 Months
The Challenge:
The client had no formal change management function, leading to CEO-to-team misalignment, cluttered communication, and low adoption of key initiatives. Multiple digital rollouts were stalled due to lack of coordination between departments and inconsistent messaging.
Our Approach:
Built a centralized change management and communications department from the ground up. Partnered with project, product, marketing, training, and operations teams to design unified communication strategies for multiple digital rollouts, including a new patient membership app, CRM platform, and virtual sales system. Integrated alignment meetings, a structured CEO communication cascade, and training department partnerships to ensure consistent rollout experiences.
The Results:
- 30% faster adoption timelines for major initiatives
- Improved cross-functional collaboration and reduced miscommunication
- Consistent message delivery across all locations and departments
Case Study 4: Recurring Revenue via Membership Launch
Industry / Client Type: Multi-Unit Aesthetic Medicine | National Brand
Duration: 3–6 Months
The Challenge:
A national medspa brand lacked a unified membership model, leading to inconsistent service bundles, missed recurring revenue opportunities, and weaker client retention. Without a standardized approach, pricing and benefits varied by location, limiting scalability and competitive positioning.
Our Approach:
Led the end-to-end development and launch of a national membership program, including competitive analysis, pricing strategy, benefit design, and selection of a membership management software platform. Collaborated with operations, marketing, and training teams to ensure the program’s rollout was seamless, with clear messaging, adoption support, and staff enablement across all participating clinics.
The Results:
- 30% adoption rate among active clients within months
- 15% increase in monthly recurring revenue at participating locations
- Improved client loyalty and revenue predictability
- Strengthened competitive differentiation in the retail aesthetics space
Case Study 5: Acquisition Readiness & Turnaround Support
Industry / Client Type: Multi-Unit Wellness & Aesthetic Medicine | National Brand
Duration: 12–24 Months
The Challenge:
A multi-location wellness brand faced inconsistent sales performance, non-standardized operations, and limited investor readiness across its corporate clinics. These gaps created risk and inefficiencies during a critical pre-acquisition phase, threatening both valuation and long-term scalability.
Our Approach:
Led a company-wide operational transformation to standardize sales workflows, establish clear operational benchmarks, and align leadership around performance expectations. Managed the full due diligence process with the acquiring partner, including financial review, organizational restructuring, and investor communications. Post-acquisition, served as operational lead to onboard the new investor partner, manage strategic transition, and guide the brand through a turnaround and sell phase.
The Results:
- 40% increase in average ticket size
- $600K annual reduction in corporate overhead
- Improved sales consistency across all corporate locations
- Successfully completed acquisition with stronger operational infrastructure
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