PLAY PODCASTS
Building a 15-location Med Spa brand through client experience, culture, and smart growth
Episode 39

Building a 15-location Med Spa brand through client experience, culture, and smart growth

When Emily Fernandez decided to leave her stable career as a patient experience officer at a three-hospital healthcare system, she was solving one problem she observed in her husband’s OB/GYN office, where aesthetic clients sat in waiting rooms next to women dealing with cancer diagnoses and complicated pregnancies. In this episode of Growth Diaries, Emily Fernandez, Co-founder and VP of Operations at Evolve Med Spa, joins host Sudheer Koneru to explore how a hospital patient experience leader turned a side aesthetic project into a 15-location powerhouse brand in just four years.

Growth Diaries by Zenoti · Zenoti

March 17, 202652m 35s

Audio is streamed directly from the publisher (media.fame.so) as published in their RSS feed. Play Podcasts does not host this file. Rights-holders can request removal through the copyright & takedown page.

Original episode page

Show Notes

When Emily Fernandez decided to leave her stable career as a patient experience officer at a three-hospital healthcare system, she was solving one problem she observed in her husband’s OB/GYN office, where aesthetic clients sat in waiting rooms next to women dealing with cancer diagnoses and complicated pregnancies.


In this episode of Growth Diaries, Emily Fernandez, Co-founder and VP of Operations at Evolve Med Spa, joins host Sudheer Koneru to explore how a hospital patient experience leader turned a side aesthetic project into a 15-location powerhouse brand in just four years.


What You’ll Learn:
  • Why selling confidence beats selling insecurity in the long run
  • The difference between operational excellence and emotional loyalty
  • What it really takes to scale from 1 to 15 locations without franchising
  • How referrals outperform ads in service-based businesses
  • Why culture must be defined before expansion
  • What role should AI play in enhancing human connection


Emily Fernandez is the Co-founder and VP of Operations at Evolve Med Spa, known for her expertise in building client-centric wellness businesses and transforming patient experience into a competitive advantage. With a background spanning over a decade in hospital-based healthcare, she brings a unique blend of medical and operational acumen to the aesthetic medicine industry. Since launching Evolve Med Spa in 2020, Emily has scaled the brand to 15 award-winning locations across New Jersey, New York, Pennsylvania, and Maryland, consistently earning recognition, including the Hoboken Girl Best of Jersey City Award three years running.


If you enjoyed this episode, make sure to subscribe, rate, and review it on Apple Podcasts, Spotify, and YouTube Podcasts. Instructions on how to do so are here.


Chapters:

  • [00:00] Introduction
  • [02:07] Emily’s Healthcare Background & Corporate Career
  • [05:22] Starting a Business During COVID
  • [07:26] What Sparked the Launch of Evolve Med Spa?
  • [09:12] Expanding Services Beyond Injectables
  • [11:27] What Does Client-Centric Really Mean?
  • [16:18] Scaling Culture Across 15 Locations
  • [19:42] How Emily Chooses New Locations
  • [22:34] Organic vs. Performance Marketing Strategy
  • [25:38] Reviews, Referrals, and Trust Economics
  • [27:53] Hiring in a Competitive Industry
  • [32:04] The No CEO Model
  • [36:31] Growth Strategy and Future Expansion
  • [38:23] Brands Emily Admires
  • [42:49] Books, Empathy, and Leadership
  • [44:41] Why Choose Evolve Med Spa?
  • [47:12] Personal Wellness and Founder Balance
  • [48:11] How AI Is Shaping the Future of Med Spas


Previous guests include: Matt Maroone of Silver Mirror Facial Bar, Shabana Karim of House of Enspa, Marilyne Gagne of Dermapure, Smita Vallurupalli & Shashank Kancharla of Bubbles Hair & Beauty and Old School Rituals, Rob Peetoom of Rob Peetoom Salon.


Check out our three most downloaded episodes:


Growth Diaries by Zenoti is handcrafted by our friends over at: fame.so

Topics

med spa business growthEmily Fernandez med spascaling med spa brandclient-centric med spaEvolve Med Spa expansionmed spa marketing strategyhealthcare to aesthetics careeroperational excellence in med spasmed spa culture development15-location med spamed spa referrals vs adsno CEO business modelAI in med spa operationsbuilding med spa brandaesthetic business leadershipmed spa patient experiencegrowing service-based businessmed spa founder insightsmed spa business podcastmed spa entrepreneurship tips
← All episodes of Growth Diaries by Zenoti