Stalled Decision Recovery
When a patient is quoted for treatment and does not proceed, the system finds out why, and responds to that specific reason rather than sending another reminder.
- Tier
- Growth
- Build order
- 4th of 7 for medical spas
- Shape of it
- 7 steps, 1 handoff to a person
- At launch
- Built against your stages, then proven before it runs alone
The problem this solves
This is the largest and least-worked pool of revenue in most clinics: patients who came in, were assessed, were quoted, and then nothing. Almost every clinic responds to this with a generic follow-up, which fails, because four completely different problems are being treated as one. Price, nerves, timing, and needing to discuss it at home each need a different response.
How it works, step by step
Every wait, threshold and branch below is a value we set with you during the build, against your stages and your language. None of it is a default we impose.
- What starts it
- A timing rule you set
- It hands over to a person
Step 1Trigger
A treatment plan is presented and not booked. The record is marked as quoted, with the treatment and the date.
Step 2Timing
A short window passes, long enough not to feel pushy, short enough to still be live.
Step 3
The patient receives a message that asks one honest question: what is holding the decision? With simple options.
Step 4
The answer routes:
- Priceapproved financing or payment-plan information. Not a discount. Discounting on request trains the market to wait.
- Nerves or unsure about resultsa callback from the provider who did the consultation, and appropriate educational material. Never a sales message.
- Timingthe plan is parked with an agreed date to revisit, and it comes back automatically then.
- Discussing with someoneinformation they can actually share, and a check-in after a short interval.
- No longer interestedclosed cleanly and respectfully, and removed from the sequence. This matters: a clean no is worth more than an ignored maybe.
Step 5A person
Any high-value plan gets a human task regardless of the answer. Automation does the finding-out; a person does the conversation.
Step 6
Anything that reaches no decision by the agreed window appears on the owner's daily brief with the stated reason attached.
Step 7
Reasons are aggregated over time. If most stalls are price, that is a pricing or presentation problem, not a follow-up problem, and the clinic can now see that.
How it gets built
Built inside what you already run
- Zenoti
- Boulevard
- Aesthetic Record
- Nextech
- Pabau
- or whatever your office already runs on
Nothing to log into and nothing to license. If a system needs a record your platform does not hold, we add the field to your platform rather than starting a second one beside it.
This is the actual build order, in the phases its own steps fall into. It runs in supervised mode first, with you approving what goes out, until you are happy with the tone.
- 1
Agree
Agree with the clinical owner what counts as a presented plan, and how it gets marked.
The thresholds, the wording and the names are yours. We write them down with you and get the consequential ones signed off.
- 2
Build
Build the reason-capture message. Short, honest, easy to answer. This wording is the system.
Built inside the software you already run, against your stages and your language.
- 3
Build
Build each branch, with the clinical owner approving the nerves branch specifically.
- 4
Agree
Set the high-value threshold that triggers a human task.
- 5
Build
Build the parked-plan return path.
- 6
Build
Build the reason aggregation so the clinic can see the pattern.
- 7
Agree
Review the first batch of real responses with the owner before letting it run unsupervised. Tone here can damage trust.
What changes after it goes live
How it runs today
This is the largest and least-worked pool of revenue in most clinics: patients who came in, were assessed, were quoted, and then nothing. Almost every clinic responds to this with a generic follow-up, which fails, because four completely different problems are being treated as one. Price, nerves, timing, and needing to discuss it at home each need a different response.
After this one is live
The clinic stops guessing. Instead of a follow-up list, there is a list of reasons, and each one has an appropriate next action. The owner learns something they never had access to before: the actual distribution of why people do not proceed.
How to measure whether it worked
Your arithmeticRun with your numbers, not ours
Take the value of treatment plans presented but not booked in a quarter. Most clinics have never totalled this. Even a modest recovery rate against a number that large is usually the single biggest line in this playbook, and unlike advertising, the patients are already assessed and already interested.
We agree the baseline before anything is built, and we do not take credit for things that were going to happen anyway. There is no figure on this page claiming what we have produced for somebody else, because there is no verified figure to publish.
What we will not do
This is from the same delivery document as everything above it. It is on the page because a supplier who has not thought about it will not tell you, and you would find out later.
Every system here touches protected health information.
- Signed agreements with every vendor that touches patient data
- Per-channel consent captured and stored per patient
- All message content reviewed against the relevant regulator's advertising rules for medical aesthetics
- A country and state profile for consent, privacy, health data, telecommunications, and mandatory human review, English-speaking markets are not one compliance regime
- No automated system answers a clinical question, ever
Nothing in this document is legal or clinical advice. Every template stating a clinical or commercial term requires review by the clinic's own counsel before it goes live.
Nothing here is legal advice. Rules in this area have moved more than once recently, and every template that states a commercial term or a guarantee goes to your own counsel before it goes live.
Seven systems formedical spas.
We build one at a time and prove it moved before starting the next. The tiers are the dependency order, not a price list.
Tier 1Foundational
Nothing arrives late or unowned. These come first because everything above them assumes they are true.
Tier 2Growth
The recoverable money. These work the pools the foundational systems have made visible for the first time.
- 3Cancelled Capacity Recovery & Waitlist Auto-FillTurns System 2's releases into recovered revenue.
- 4Stalled Decision Recoveryyou are hereUsually the single largest recoverable pool.
Tier 3Flagship
One connected system end to end, plus what the owner reads on a Monday. Only once the pieces are proven individually.
The tiers are the dependency order for medical spas, not a price list. Most firms do not start at the first one, because the order is a default and the call is where it gets changed.
A note on sequencing this trade
Do not build all seven at once.
Each stage is proven against its agreed measure before the next begins.
Back to the medical spas overview for the stage map and where these fit.
Is this the oneyou need first?
Often it is not. On the call we look at what is actually costing you most right now, which is frequently a different system from the one that brought you to this page. If there is nothing worth building yet, we will say so.