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Memberships & Packages Guide

Offer subscriptions and bundled services that increase patient loyalty and revenue. This guide covers creating memberships, selling packages, and tracking usage.

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Understanding Memberships vs. Packages

Memberships:

• Recurring charges (monthly or annual)
• Ongoing commitment from patient
• Usually includes multiple services
• Example: “VIP Membership” ($99/month for 2 treatments + discounts)

Packages:

• One-time purchase of multiple items
• Patient uses until depleted
• No recurring charge
• Example: “6-Pack Facial Treatments” ($450 for 6 facials)

Both drive revenue and improve retention, but work differently.

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Getting Started

Access memberships and packages in Inventory > Memberships and Inventory > Packages.

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Creating Memberships

Memberships charge customers recurring fees.

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Setting Up a Membership

1. Go to Inventory > Memberships
2. Click Create Membership
3. Enter membership details:
   • Name (e.g., “VIP Member”, “Premium Plan”)
   • Description (what’s included)
   • Price (monthly or annual)
   • Billing Frequency (Monthly, Quarterly, Annual)
   • Trial Period (optional, e.g., first month free)
4. Define what’s included:
   • Included services (appointments per month)
   • Included products (e.g., 1 product per month)
   • Discounts (e.g., 20% off add-ons)
5. Set renewal terms:
   • Auto-renew each period
   • Cancellation policy
   • Notice period required
6. Click Save

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Membership Tiers

Offer multiple levels: Example: Aesthetic Clinic

• Gold - $99/month (1 treatment + 10% discount)
• Platinum - $199/month (2 treatments + 20% discount + priority booking)
• VIP - $299/month (3 treatments + 30% discount + VIP customer service)

Patients choose tier that fits their needs.

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Trial Periods

Attract new members with trial:

1. Click membership
2. Set Trial Length (e.g., 30 days)
3. Set Trial Price (full price, discounted, or free)
4. Member starts trial
5. Auto-converts to full membership at end of trial
6. They can cancel before conversion

Example: “First month free for annual membership”

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Selling Memberships

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To a New Patient

1. During intake/first appointment
2. Offer membership: “Would you like to sign up? Save 20% on future visits”
3. Click Add Membership
4. Choose membership tier
5. Process payment
6. Membership activates immediately

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To Existing Patient

1. Open patient record
2. Go to Memberships
3. Click Add Membership
4. Select membership tier
5. Choose start date (today or future)
6. Process payment
7. Membership activates

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During Appointment

At checkout:

1. Patient interested in package/discount
2. Click Offer Membership
3. Show available tiers
4. Explain benefits
5. Process membership immediately
6. First payment charged

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Advanced Membership Features

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Managing Memberships

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Viewing Active Memberships

See all active memberships:

1. Go to Inventory > Memberships
2. Click Active Members
3. View list with:
   • Member name
   • Membership tier
   • Start date
   • Renewal date
   • Next payment amount
   • Status

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Monitoring Renewals

Track upcoming renewals:

1. Go to Inventory > Memberships
2. Click Upcoming Renewals
3. See:
   • Renewing soon (next 30 days)
   • Payment scheduled
   • Renewal date
   • Amount to be charged

Monitor to catch potential non-payments.

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Payment Processing

Memberships auto-charge:

1. Renewal date arrives
2. System charges stored payment method
3. If declined, retries after 3 days
4. Member notified of failure
5. Member asked to update payment

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Member Usage Tracking

Track what members use:

1. Open patient profile
2. Go to Memberships
3. See:
   • Current membership tier
   • Remaining benefits (e.g., “1 of 2 treatments used”)
   • Included services
   • Discount percentage
   • Renewal date

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Cancelling a Membership

When member wants to cancel:

1. Open patient
2. Go to Memberships
3. Click membership
4. Click Cancel
5. Confirm cancellation
6. No future charges
7. Existing benefits void after renewal (or immediately depending on policy)

Check cancellation policy before cancelling.

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Creating Packages

Packages are one-time purchases used over time.

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Setting Up a Package

1. Go to Inventory > Packages
2. Click Create Package
3. Enter package details:
   • Name (e.g., “6-Pack Facials”)
   • Description (what’s included)
   • Total Price (discounted vs. individual items)
   • Validity Period (e.g., 12 months)
4. Add items to package:
   • Service name (e.g., “Facial”)
   • Quantity (e.g., 6 units)
   • Unit value (e.g., $100 each)
5. Review total savings
6. Click Save

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Package Examples

Aesthetic Clinic

• “6-Pack Facials” - 6 facials for $450 (vs.$600 individual)
• “12-Week Program” - 12 weekly treatments for special price
• “Skincare Bundle” - Cleanser + Toner + Moisturizer for $150

Medical Practice

• “Physical Therapy Pack” - 8 sessions for discounted rate
• “Wellness Check” - Annual physical + labs bundled

Fitness/Wellness

• “10-Class Package” - 10 classes for $200 (vs.$25/class)
• “Personal Training” - 6 sessions with trainer for bundled rate

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Setting Expiration

Control how long package is valid:

1. Click package
2. Set Expiration (e.g., 12 months from purchase)
3. After expiration:
   • Unused services void
   • Cannot use after date
   • Communicate expiration to patient
   • Option to extend expiration

Example: “Package valid for 1 year from purchase date”

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Package Restrictions

Limit how package can be used:

1. Transferable - Patient can give to someone else (yes/no)
2. Shareable - Can split across multiple people (yes/no)
3. Restrictions - Can only use for certain services (yes/no)
4. Blackout Dates - Can’t use on certain dates (holidays, etc.)

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Bulk Packages

Sell packages in bulk to businesses: Example: Company buys 10 wellness packages for employees

1. Click Create Bulk Order
2. Select package
3. Enter quantity (10 packages)
4. Apply bulk discount if applicable
5. Generate unique codes for each package
6. Distribute codes to company
7. Employees redeem codes

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Selling Packages

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During Appointment

1. Patient interested in service
2. Offer package: “Save 25% with 6-Pack”
3. Click Sell Package
4. Confirm details
5. Process payment
6. Package credited to patient

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At Check-Out

1. Patient at check-out
2. Show available packages
3. Patient can purchase
4. First service may be applied immediately
5. Remaining balance available for future use

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As Promotional Offer

Build loyalty with promotions:

1. “Buy 6 get 1 free” - 7 services at 6-service rate
2. “New Year Special” - 10% off packages
3. “Referral Bonus” - Free package month with friend referral

Create promotions to drive sales.

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Tracking Package Usage

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Viewing Package Activity

1. Go to patient’s Packages
2. See:
   • Package name
   • Purchase date
   • Expiration date
   • Services included
   • Services used (e.g., “2 of 6 used”)
   • Remaining balance
   • Value remaining

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Applying Service from Package

When patient visits:

1. Create appointment
2. System recognizes patient has package
3. Prompt: “Apply to patient’s package?”
4. Click Apply
5. Service deducted from package balance
6. Remaining balance updated

Example: Patient has 6-pack facial, gets facial → now has 5 remaining

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Refunding Unused Services

If patient refunds:

1. Open package
2. Click Process Refund
3. Refund unused portion
4. Choose refund method:
   • Credit to account (apply to new purchase)
   • Money back to card
   • Store credit
5. Update package balance

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Transferring Services

If patient wants to transfer to friend:

1. Click package
2. If Transferable enabled:
   • Click Transfer
   • Enter recipient email
   • Recipient gets access code
   • They can use services
3. If not transferable:
   • Cannot transfer
   • Inform patient of policy

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Marketing & Promotions

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Seasonal Promotions

Drive sales with limited offers: New Year

• “New Year Package” - Start 2024 right with wellness package

Summer

• “Summer Body Package” - Aesthetic treatments at discount

Holidays

• “Gift of Health” - Package as gift with custom gift card

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Referral Programs

Reward loyalty: “Refer a friend, get free package month”

1. Patient refers someone
2. Friend purchases first service
3. Referrer gets free month (or discount)
4. Both benefit

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VIP/Loyalty Tiers

Recognize loyal customers:

• Silver - 1-2 packages purchased → 5% discount
• Gold - 3-5 packages purchased → 10% discount
• Platinum - 6+ packages purchased → 15% discount + perks

Encourage repeat purchases.

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Reporting & Analytics

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Package Revenue

Track package sales:

1. Go to Analytics > Sales
2. View revenue by package
3. See:
   • Total sold
   • Revenue generated
   • Popular packages
   • Seasonal trends

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Member Retention

Monitor membership performance:

1. Go to Analytics > Memberships
2. View:
   • Active members
   • Churn rate (% who cancel)
   • Lifetime value
   • Average membership duration
   • Revenue stability

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Usage Metrics

Analyze how packages are used:

1. Go to Analytics > Packages
2. View:
   • Percentage of packages fully used
   • Average completion rate
   • Time to completion
   • Expiration rate (% that expire unused)

High expiration rate = may need better communication.

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Best Practices

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Pricing Packages

Smart Pricing:

• Discount 15-25% off individual prices
• Higher discount = more attractive
• But maintain profitability
• Example: 6 × $100 facials =$600, package price $450 (25% off)

Psychological Pricing:

• $99 feels cheaper than$100
• Annual memberships feel like better value
• “Lock in price now” creates urgency

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Choosing Package Types

High-Demand Services:

• Package the most popular services
• Creates regular revenue stream
• Improves patient loyalty

High-Profit Services:

• Focus on services with good margins
• Margins stay same, but guaranteed revenue
• Example: Skincare products vs. consultations

Complementary Services:

• Bundle services that go together
• Botox + Filler package
• Therapy + Massage package
• Physical Therapy + Sports Medicine

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Communication

Be Clear:

• Clearly state what’s included
• Explain expiration dates
• Show savings amount
• Set expectations

Remind Patients:

• Notify when nearing expiration
• Offer extension option
• Offer rollover to next membership
• Send renewal reminders 2 weeks before

Get Feedback:

• Ask what packages they want
• Survey most popular services
• Ask why patients don’t renew
• Improve based on feedback

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Troubleshooting

“Package expiration not enforcing”

• Check expiration date is set
• Verify current date
• System should prevent use after expiration
• Contact support if continuing

“Wrong amount charged for membership”

• Verify membership tier price
• Check billing frequency setting
• Verify proration if mid-cycle change
• Review charge history

“Patient says they used more than allowed”

• Check usage tracking
• Review appointment history
• Verify services deducted correctly
• Audit for any errors

“Can’t refund package”

• Check refund policy allows it
• Verify package status (not expired)
• Check payment method still valid
• Choose alternative refund method if card expired

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Related Features

• Billing - Process payments for memberships/packages
• Inventory - View all packages and products
• Appointments - Apply package services to appointments
• Analytics - Track membership and package metrics
• Communications - Send renewal and expiration reminders

For advanced membership features, dunning management, or recurring billing complexity, contact your account manager.