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What you’ll learn in this episode:
What happens when deep expertise meets a business model designed around better client outcomes?
In this episode of It’s Your Offer, I’m joined by my client Kim Suvak Warden, nurse practitioner and founder of The Klinic by KSW Medical Aesthetics, a full-service medical aesthetics practice with locations in Woburn and Winchester, Massachusetts.
Kim’s approach to aesthetics is unlike the traditional “turn and burn” med spa model. Her work is rooted in skin health, prevention, education, and helping clients feel confident in a way that looks natural, aligned, and deeply personalized.
But this conversation is also about business growth.
Over the last year of working together, Kim has doubled her revenue, opened a second location, grown her membership to over 100 members, and created repeatable events and treatment pathways that allow her team to deliver stronger client outcomes while creating more consistency and cash flow inside the business.
What I love about Kim’s story is that this growth did not come from adding more random offers, chasing discounts, or constantly running disconnected promotions.
It came from getting clear on what was already working, simplifying the client journey, packaging her expertise into a more powerful offer structure, and building a business model that supports both the patient result and the business result.
If you are a service provider, brick-and-mortar business owner, wellness expert, med spa owner, or any entrepreneur whose expertise is the thing people are buying, this episode will give you a powerful look at what happens when you stop selling one-off services and start building around the full client transformation.
During this episode, you’ll learn:
- How Kim shifted from one-off treatments to a holistic, education-first client journey
- Why treatment plans, memberships, and events became major growth levers inside The Klinic
- How Kim doubled her revenue in one year by simplifying her offers and creating repeatable systems
- Why confidence in your expertise is essential when presenting higher-value packages and long-term plans
- How client results and business growth can work together when your offers are built around the outcome people truly want
Mentioned in this episode:
The Klinic by KSW Medical Aesthetics Main Website
Connect with Kim Warden on Instagram
Connect with The Klinic on Instagram
Work/Connect with me:
Meet Kim Suvak Warden
Kim Suvak Warden, MSN, CNP, FNP-C, is the founder of The Klinic. A Family Nurse Practitioner, Kim’s career spans fitness and wellness, urgent and primary care, and medical aesthetics — grounded in a lifelong passion for clean skincare she first explored through undergraduate research at Bates College, where she documented links between the personal care industry and public health.
Kim went on to earn her BSN and Advanced Practice NP degree at Regis College in Weston, MA, then deepened her aesthetic expertise through training and certification with a Harvard-trained, board-certified plastic surgeon.
In 2019, she launched KSW Medical Aesthetics from a single room. By early 2023, it had evolved into The Klinic by KSW Medical Aesthetics — growing to two locations through two acquisitions in under a year.
The Klinic is built on the belief that true wellness begins with the individual. By combining clean skincare principles with state-of-the-art treatments, Kim and her team help each patient achieve their personal aesthetic goals with intention and care.
Jessica Miller (00:01.689)
Hello, Kim. Welcome to the It’s Your Offer podcast. I’m so happy to have you here.
Kim Warden (00:07.298)
Thanks for having me.
Jessica Miller (00:08.52)
Oh my gosh, how long have we been talking about this? I mean months, months of having you come on. Yeah. Maybe a year. Who’s counting? Who’s counting? We’re busy, we’re busy business owners and moms here. We got things to do. Oh my gosh. But it’s awesome to have you here. And I mean, I can’t say enough about your work and what you do. For the audience, tell them a little bit about you, about how you got into opening your med spa and
Kim Warden (00:13.326)
I think a year, but many months.
Jessica Miller (00:36.546)
you know, your journey, a little bit about your journey.
Kim Warden (00:40.046)
Hey, so my journey goes as far back as my first undergrad, where I was studying liberal arts. And in one of my classes, one of our lessons was about the hidden toxins in personal care products and the downstream and upstream effects of that. You know, who was affected — race, gender, class, intersectionality. And I started
creating a campaign for safer cosmetics on campus. And so that sort of began like my initial advocacy and passion for clean, cleaner beauty and led up to going into nursing school into medicine. So I did the traditional medicine route, became a nurse practitioner
in an accelerated program. I got my second bachelor’s and a master’s degree and went into urgent care and primary care. And I ended up working in specialized primary care for folks with very significant disabilities like ALS, MS, spinal cord injury. And it was very rewarding and
it was also a tougher job emotionally and mentally. And there was not a lot of happy outcomes or, you know, bright days. And I guess I found that in Botox because I was like, I’m gonna take a course. This looks really fun, you know, just something that I can do to make other people feel good right away. And I don’t really have that currently in my job. And so what was born was
Jessica Miller (02:11.46)
Mm-hmm.
Kim Warden (02:28.312)
KSW Medical Aesthetics. And I started that in 2019 out of one room in my preceptor, my mentor’s office after hours. He let me use it for free. And I just began to sort of hone that craft. And it was just really nice to talk to people and give them that boost of confidence right away. So fast forward another
five years and the brick-and-mortar The Clinic by KSW Medical Aesthetics opened up, and now we’re a full-service medical spa, and we still really focus on empowerment and being as minimalist and clean as we possibly can, making sure that every ingredient in our skincare is really like a medication and fine-tuned to you. And what we get in that skin-health-first
philosophy is anti-aging. And you know, typically people end up feeling really happy when they come in and we are too. And that’s just the energy we have. So we have actually opened a second location now and we’re just continuing on this wild roller coaster ride.
Jessica Miller (03:47.241)
Yeah. I love it. I love it. When — that’s so fascinating how you sort of found your passion out of an opportunity that you were, you know, struggling with. You’re like, I know there’s something else to fill me up. I want to help people in this way. And it’s so cool when we let ourselves be creative about that and then we marry that with some business acumen and here we are, like, you know, two locations and you know, just doing amazingly and impacting so many lives.
When you first started and you, you know, discovered this love with skincare and Botox, then you went to start your business, what were you seeing as the problem that women were having that wasn’t being met within the med spa, you know, beauty space at the time? Like within that niche that you ultimately niched into, what do you feel like people weren’t getting?
Kim Warden (04:46.092)
I think on the most basic level, people weren’t getting like a 360-degree holistic wraparound care. It was a lot of sort of churn-and-burn medical spas and it almost, in a sense, was like the traditional medical model, which is identify a disease state, prescribe the treatment, and someone would come in for
you know, forehead wrinkles and it was like, okay, yeah, let’s do Botox. And we could smooth and treat that, but it wasn’t really getting to the root of the problem or the core issue. It was sort of like, you know, mopping the floor instead of fixing the leaky ceiling first. So what I began to notice, because I deal with mostly sort of
Jessica Miller (05:34.433)
Yeah, yeah.
Kim Warden (05:43.658)
middle-aged but more mature women — they tend to be my clientele, like 35 plus. And I was noticing like these really smooth foreheads and it didn’t quite match the rest. And so, you know, people would come in and say, I really don’t want to look like I’ve had any work done. I, you know, I’m really nervous about looking fake or, you know, whatnot. And that
was starting to happen inadvertently because we weren’t practicing the nursing model, which is really identifying the whole person, the whole situation, the whole environment. So looking at lifestyle. So, you know, what’s your sun exposure? Have you had sunburns before? Do you have family history of skin cancers? What happens to your skin in the sun? Are you using a vitamin A product or a vitamin C to help
Jessica Miller (06:23.201)
Yeah.
Kim Warden (06:39.286)
reboot your collagen system? You know, thinking through all of this holistically and then began to treat the concern really from start to finish, patching the roof, then mopping the floor. So much of what we do is a treatment plan really that’s start to finish. Let’s go back to the basics. Let’s make sure you’re a candidate first. Your skin integrity is as healthy as it can be
Jessica Miller (06:54.668)
Yeah.
Jessica Miller (07:05.54)
Yeah.
Kim Warden (07:08.652)
before we start doing injectables and needles. A lot of times we just have to roll it back and simplify. And that’s how you get the most natural aging process.
Jessica Miller (07:20.342)
Yes. And also how it builds in the most powerful, cost-effective, results-driven way where you’re really working on that foundation and then you’re like layering on what is necessary to get the results that you want and then being able to maintain it. Because to your point, if you’re like building the structure on something that’s really shaky, it’s gonna not hold.
Kim Warden (07:47.65)
Right. And that really — my original job, which many people are like, how the heck did you get from, you know, placing suprapubic catheters and like, you know, really significant bed wounds or, you know, wounds, and like hospitalist medicine at home to like, you know, aesthetics, beauty.
Jessica Miller (08:06.988)
Yeah. Right.
Kim Warden (08:15.912)
And to me, you know, it’s medicine first. This is a field of medicine. It’s not the beauty industry, it’s a field of aesthetic medicine. And what that job actually set me up for was thinking about the patient-centered multiple-modality approach. I worked within an interdisciplinary team. I had, you know, the nurse practitioners who worked the
team manager basically and the primary care. And then what we had was we had a doctor on our team. We had physical therapists on our team. We had OTs on our team. We had speech therapy. We had, you know, vendors to get us our supplies. We had therapists. We had other, you know, nurses to help us as well, draw labs and things like that. So why would I change that?
When it was so effective and multiple minds and specialties combined tend to give a better outcome. So when I started the clinic, it’s still patient-centered, it’s led by the patient, it’s led by goals, timeline, budget. But now what I can offer is a multimodality approach to skin health and anti-aging, and that includes really talented, clinically minded aestheticians for
clinical facials and really specific products that are quote medical grade. And we can talk about that because there’s some controversy with that terminology. And then we have nurse practitioner and, you know, we have a network of sort of holistic wellness
Jessica Miller (09:49.016)
Yeah, well yeah.
Kim Warden (10:02.232)
other providers that we link to if we’re just seeing, you know — we need to get this person involved for hormones, because we don’t do that right now. We need to get this person involved for dermatology, because I don’t really like the way that mole looks. It’s changed since I saw you last. And the beauty is that I get to see somebody and get so familiar with them and their lifestyle and their skin that I also
Jessica Miller (10:16.61)
Mm-hmm.
Kim Warden (10:28.45)
can see when something changes and then we can, you know, get them that right care.
Jessica Miller (10:33.514)
Yeah. And I think you touched on something which I think is really important. And even for me, so you know, as a pharmacist, as someone who’s worked with you and your team, I think there’s this need for education, for people to really understand what is going on there. And to your point, looking at these patients holistically and education around that, because it is medical, and then that translating to the patient. Because even for me, I’ve learned so much from you. Like
I didn’t understand that there were these different interventions. But you know, some of the basics of how good skin health is really created and how that translates into results. You know, can you talk a little bit about that? Because you spend a lot of time with your patients on the consultations and things like that. And it’s a really important piece of your business, I think, both from like before they actually have the intervention, but then all the way through after the care.
Kim Warden (11:31.03)
Yes. So I probably spend too much time in the consultation and my team is like, Kim, come on, let’s go. Like you’re like, don’t get so behind. But I just clearly love to talk about this. So we give a complimentary 60-minute consultation or assessment — we really like to call it that, kind of bring back that medical terminology. And that’s where we do
Jessica Miller (11:36.558)
Yeah.
Jessica Miller (11:44.067)
Mm-hmm.
Kim Warden (11:57.766)
UV photos. So we take a skin analysis from this really cool device called the Aura 3D camera. And we can see somebody’s skin health like down to the micron. We can see texture, pores, basically — yes. We can see lines and wrinkles, we can see volume loss, and ultimately what that does is it gives us a baseline. So if somebody comes in and
Jessica Miller (12:03.545)
Mm-hmm.
Jessica Miller (12:12.6)
To your soul. Right to your soul.
Kim Warden (12:27.072)
Most commonly I see people and they come in and it’s either something in the mid-face that’s concerning because we look at each other kind of, you know, 2D — we look at ourselves 2D in the mirror. So what do we see? Usually it’s under-eyes or nasolabial folds or jowling, the kind of lower-face fullness or heaviness — is that the first thing that people start to notice that they say, I just feel like I look tired, I don’t look like myself.
You know, I saw a photo at so-and-so’s party and I just — I was like, oh my God, that’s not me. And by doing these photos, we can actually break down why this is all changing and ultimately someone can then understand, like, okay, so it’s not just a band-aid fix, like we need to actually start
from the beginning and do these small tweaks in a multi-layer, multimodality approach in order to get from point A to point B. And so that involves a head-to-neck assessment, or even sometimes head to toe, depending on what part of the body we’re working with. And we go over, you know, how your bone changes with age, how the fat pads and the changes
Jessica Miller (13:29.164)
Mm-hmm.
Jessica Miller (13:41.06)
Mm-hmm.
Kim Warden (13:49.46)
in your face change with age, how your jawline starts to recede and kind of widen and, you know, the chin kind of comes down and recedes and everything just starts to fall with gravity. And so when someone says I need an under-eye or my, you know, these folds, we used to just fill them. And I never did because I was newer when that was like the trend. And
Jessica Miller (14:01.41)
Mm-hmm. Mm-hmm.
Jessica Miller (14:09.591)
Right.
Jessica Miller (14:15.182)
Mm-hmm.
Kim Warden (14:18.102)
it just didn’t make sense to me. And so we kind of started making it worse. Like people would just get like this heavier look. And what we have learned now is to incorporate a whole treatment plan. So I usually say, look, you need to give me a year. Sometimes you need to give me two years. It took you 70 years to get here. It’s gonna take time. This is not a churn-and-burn place. This is not a one-stop shop. If
Jessica Miller (14:27.652)
Mm-hmm.
Jessica Miller (14:36.238)
Mm-hmm.
Kim Warden (14:47.84)
if you and I agree to work together, then I need consistency and commitment so that I can actually support you and get you to where you want to be. And often that’s going to take a year, sometimes two. Because we’re starting from the bottom and that way — yeah.
Jessica Miller (14:56.665)
Mm-hmm.
Jessica Miller (15:07.992)
Yep. No, it’s — but I think in that process, and I’m just gonna interject because I’ve been through this with you — that it’s not a this is gonna take this much time, just trust me. It is a plan. And that is one of the things that I feel like you have — a protocol that walks people through here’s where you wanna be, here’s where you are, here’s the thought process behind what that looks like, here’s the data in the scan we just took, and here’s how this looks.
And you’re also really good at thinking through the psychological journey of that so that people are getting results as they’re going along. You know, when you intervene with a good baseline treatment or good baseline products, people see results quickly. They’re not gonna go from like where they are now to like completely full, you know, face, you know, transformation, but there is a transformative process along the way, I think. So,
but I think that education that you’re talking about, with setting expectations, but also helping people buy into the science and the medicine behind the journey, is part of what you’re doing. And when you get that buy-in from them, the results are also better because they’re on board and they trust you.
Kim Warden (16:23.694)
Right. And it all looks more natural instead of, you know, you leave here and then in two weeks you have a beacon of Botox, you know, because we have only treated the upper face. That’s why I call it — we’ve only ever treated the upper face because we’ve only ever thought about the problem and the solution on like the most superficial layer, but we haven’t addressed bone loss, fat pad shift, enlargement, deflation, you know.
Jessica Miller (16:30.253)
Right.
Jessica Miller (16:34.912)
Yeah, yeah.
Jessica Miller (16:41.869)
Right.
Mm-hmm.
Jessica Miller (16:52.9)
Yeah, all the pieces.
Kim Warden (16:53.358)
Collagen loss in the skin altogether, muscle weakening, and it all comes together. And that’s how we can really slowly reverse the clock. And people aren’t gonna be like, what did you do immediately? You know, it’s gonna be over time and suddenly you’re gonna be going to your high school reunion next year or your daughter’s wedding, and people are like, Wow, you look so refreshed. It shouldn’t ever be like,
Jessica Miller (17:06.83)
Right.
Kim Warden (17:22.712)
What did you do to your face? It should be, you look like you’re getting really good sleep. How are you doing this? You know? And that’s what people come in and they say, like, I’m getting all these compliments on my skin. And people just say, I look so glowy. I look like I’ve slept. And it’s not necessarily like I look 10 years younger. We can’t do facelifts, we can’t do surgery. This is not
Jessica Miller (17:27.372)
Yes, you look healthier. Mm-hmm.
Kim Warden (17:49.656)
a surgical intervention, but we can do procedures depending on someone’s goal at different levels of intensity and slowly and consistently get an outcome. And then it doesn’t stop once that’s reached because you’re still aging every day. We have to maintain. And that’s still where consistency is really important because you don’t want to invest and work so hard to get to this
place and then just be like, okay, I’m done. You’re, you know, you’re still gonna age. So we continue with a maintenance plan from there.
Jessica Miller (18:20.782)
Right, right.
Jessica Miller (18:26.892)
Yeah. And I think again, when it’s built on something very specific and there’s a plan around it, the maintenance is also easier. I found that for myself too. And every intervention matters. You know, back in my twenties when I was making sure I got, you know, routine facials around the time and, you know, decades ago, people were like, You don’t need to do this, you’re in your twenties. But part of it was I really wanted to take care of my skin. The other part of it was it was just super relaxing for me.
Kim Warden (18:37.858)
Yes.
Jessica Miller (18:56.526)
But that stuff layers on top of itself. And over time you’re actually like building from the bottom up versus trying to like reverse something that’s been like kind of in this ping-ponging of like I did something, then I didn’t do anything, and like it’s just easier. Yeah.
Kim Warden (19:14.67)
Right. And so there’s now, I would say there’s now this, you know, bigger movement to introduce people younger to this sort of medicine. And not to me — I think other, maybe other providers, it might be more of like a salesy thing. Let’s get the younger people in. But I think really the heart of it is
Jessica Miller (19:20.718)
Mm-hmm.
Jessica Miller (19:29.762)
Yeah.
Kim Warden (19:43.466)
if we start introducing people at a younger age to these things, they will not need as much. It’s still preventative health care. So before, you know, years and years and decades ago, it was, you know, preventative health care didn’t really exist. We had somebody — actually, there’s data of significant major heart attacks. If we just think of this analogy, come on this journey with me one second.
Jessica Miller (19:49.944)
Mm.
Jessica Miller (20:12.036)
Yeah.
Kim Warden (20:12.61)
So think of — we had people dying really young of all these heart attacks and really pronounced, scary, massive heart attacks and many — there was a higher death rate. Now, for preventative healthcare, we have guidelines and protocols for controlling blood pressure and controlling cholesterol and how to eat to support your overall heart health. And that’s
Jessica Miller (20:31.172)
Mm-hmm.
Kim Warden (20:41.016)
typically, you know, we want good fats. There’s no more low-fat diet anymore — that’s been debunked. We want to have a moderate amount of healthy fats in our diet. It’s the same thing for skincare. Preventative skincare has to come earlier if you really want to preserve in the most natural way and prevent, I guess, the need for,
you know, bigger procedures or even a facelift, if that’s something that you’re thinking about someday. So again, just a shift back to that philosophy.
Jessica Miller (21:12.046)
Mm-hmm.
Jessica Miller (21:18.55)
Yeah. And again, a big piece of that was the clinicians getting on board, the education around that. Now we understand like what it means to know the signs of, you know, heart health as an example, right? Same thing with skin, right? We’re not like baking in the sun with oil spread all over our face and, you know, mirrors. Like we’ve gotten better about that. And I think it’s going even deeper. And to your point, yeah. Yeah.
Kim Warden (21:41.964)
Right. And I have to just say too, because I didn’t wrap that up as eloquently as I meant, but now because we have the preventative heart health care, we have far less deaths from heart attacks. Far less. And they’re less major even when they do happen. So again, same idea.
Jessica Miller (21:53.154)
Yes, that’s right.
Jessica Miller (22:01.474)
Yeah. Yeah, exactly. And it’s so important. What do you see in the industry now? Because as you were talking about, I mean, we went through this period and maybe we’re still there. This is a question of like people are like, okay, you know, you’ve got forehead wrinkles, just inject the Botox or whatever. Like, what are some of those like fads that you’re seeing, you know, now that are like, hey, if you’re hearing this, like don’t buy it? And what are some of the things that you feel like have come out that are more cutting edge
in medicine that are really very cool that people should lean into and kind of keep their eye out for? Because there are so many cool things that I’ve learned from you — when you said like, it could be like head and neck, but it could be head to toe, I was like, I didn’t even know there was a device for that thing. Like it’s remarkable. So what are you seeing in the industry?
Kim Warden (22:50.286)
So a lot of social media in general is really kind of, I think, tainting a lot of the ideas that people have about this field and about skincare. I would say that — I mean, we know that the skincare, the beauty industry is a multi-billion-dollar industry.
But much of that is based on marketing and, you know, really no scientific backing whatsoever. So the amount of social media that is pouring into our faces and our brains every single day for different skincare products, a lot of Korean skincare, just like TikTok shop TikTok shop content. And
Jessica Miller (23:48.984)
Yeah. Yeah.
Kim Warden (23:51.874)
there’s just so much choice. And the sad thing is, is that in the US, in this country, there is, again, tying it back to my senior thesis in college, there is no oversight on products. What ingredients can go into what product? There’s no oversight for labeling. There’s no law that says somebody can’t say that an ingredient is in there, but it’s not.
Or that it’s in there at a certain amount, but it’s not, or it’s in there but canceled out by another ingredient. So it’s basically like magic. And just really no standards about how things are made. So they can be made and contaminated with other things. And so that’s not only concerning because we have like no
really no safety laws. I think we have 300 chemicals that are banned for cosmetic use in this country. And the EU, the European Union, has like over 1,600 banned chemicals. So striking. And Canada, same — goes by the EU standards. So knowing what ingredients are necessary for
your skin health is super confusing for a lot of people and super overwhelming. And I think that they’ve probably bought into a lot of these products and, you know, gone — even just gone to a department or retail store or pharmacy and picked these things up based on what the label says and then been pretty disappointed. So there’s a lot of distrust. And when I go on social media and I do education about which ingredients are really important and
Jessica Miller (25:30.638)
Thank you.
Kim Warden (25:41.59)
why I use certain product lines and I say the medical-grade term, even dermatologists like clap back and say, there’s no such thing as medical grade. It’s all smoke and mirrors. And I love my derm friends, but this is also a lot of clickbait because medical grade is really just a term that’s been created for lack of a better term — that these products have science behind them. They have
clinical trials, they have, you know, research studies, and they are up to a standard that means they are safer, cleaner, and actually going to perform. So that’s my big — like, I will die on this hill. Yes, medical grade is not like a real thing, but what it is, is it’s a standard of a product or ingredient that is backed by science.
Jessica Miller (26:22.67)
Mm-hmm.
Jessica Miller (26:26.808)
Yeah.
Kim Warden (26:40.41)
And we have data to support the claims of the product and experience because we see them work every day. So when we say to somebody in our, you know, assessment initially, it’s like, what products are you using? And you know, how ready are you for change? Because doing the products, doing the home care is honestly most of the challenge. It’s critical
for your results. And it used to take longer for people to kind of like trust that, but once they start seeing the results, it’s very clear that, you know, it’s like brushing your teeth before the dentist. You are gonna brush your teeth every day, you need to put your skincare on every day, and that’s how you’re gonna maintain yourself and improve before you come and see me.
Jessica Miller (27:34.125)
Mm-hmm. Yeah. And I feel like those have gotten even faster and faster with how they work. I mean, you can see it and you don’t necessarily — it’s not like a light switch overnight, but you will wake up, you know, two weeks after doing an intervention on your face, putting the product on, you’re like, boy, I look pretty good this morning. And then you realize that it’s the blah, blah, blah, blah, whatever you’ve been consistently using. I mean, the science has gotten, you know, profoundly better, in my opinion, having been doing this for decades. And
Kim Warden (28:00.27)
Mm-hmm. Correct.
Jessica Miller (28:03.596)
Also the devices. Talk about some of the devices that you are seeing that are really cool. Because these just blew my mind. And also the speed at which the intervention works to like start that process of rejuvenation and renewal that is literally absolutely skin deep, but is also like for your psyche — it is so huge to just see it happening right in front of you. It’s so cool. Talk a little bit about those.
Kim Warden (28:31.15)
So we have a jump start, like a 12-week jump start program or package that we will use for somebody who just wants to get things moving, you know, like someone who’s just really motivated. And this program is a touch point for them every two weeks. So we combine our clinical facials, our home care regimen, and then
Jessica Miller (28:37.092)
Mm-hmm.
Jessica Miller (28:52.249)
Mm-hmm.
Kim Warden (29:00.876)
depending on the person and the concern, we map out four different pathways. And that pathway will include our devices. So one pathway is energy-based microneedling. So RF microneedling. It’s been a buzzword. There is a certain device that we don’t use, but that’s been very popular, but incredibly painful. So it gets a bad rap. Our device is not that, but we have seen
really amazing results because the device uses heat or radio frequency to actually stimulate collagen deeper, which is going to get you tighter and smoother. And it also uses needles, which will open up these little channels in the skin and basically cause a little micro-injury. And that signals your body like — we are injured, we need to heal. So it sends an immune
inflammatory response and what we get is rebuilding of collagen, and that’s when you get your outcome of the tighter, brighter, better texture. The other pathway we utilize — we have the Rolls-Royce, I like to say, of lasers. We are a major, major lover of lasers and we use Sciton, which — we have the BBL, the Moxi, the Halo, and then
a quick plug for the underrated ClearSilk, but ultimately lasers — depending on what device we use — is a combination of like a photofacial to kind of clean up the skin. And the skin really needs a cleanup at least once a year, twice a year, sometimes more. And that’s to get rid of pigment, sunspots, get rid of inflammation, redness, rosacea, vessels around the nose, that
ruddiness in the middle of the face. It also helps to smooth, reduce pores, fine lines, wrinkles, and we can get — with our biggest gun laser, the Halo — we can open up those little micro-injuries, much like the microneedling, and cause a more intense inflammatory response. And we get really incredible results that
Kim Warden (31:25.9)
dare I say, there are a few patients where it looks like they’ve gotten a facelift. And it’s just incredible. I, you know, I will never guarantee that for anyone. It’s not expected. But since we have optimized our protocol and our home care regimen, the results have just been out of this world. And people are really happy. So we
Jessica Miller (31:30.148)
Mm-hmm.
Kim Warden (31:52.738)
the three other pathways are a combination of which lasers make sense for someone. And so we see them every two weeks basically. And that starts the progress. And from there we do a maintenance and we see people a little less frequently, but again, it depends on where that person is in their journey.
Jessica Miller (32:02.488)
Mm-hmm.
Jessica Miller (32:10.348)
Yes, I love this so much. And going back to what you said in the beginning — I’ve not only — is this a holistic approach, but I’m gonna put words in your mouth because I’ve heard you say this so many times, Kim, but it really is. It’s about empowering people to feel so good in their skin. It’s about giving them that confidence. It’s about, you know, them sort of showing up differently and feeling good in their skin in a way that
they have embraced, in a way that they feel is good science and good medicine and that they have, you know, embraced. And I think, to your point you made earlier, with social media, with people who are not practicing in the same way, you know, people get a very different perspective of what it means to have these interventions. And when they’re doing that, maybe not the best way, but when it’s done well, when it’s done with the patient at heart, when it’s done in collaboration with them, with the right
equipment, also with the right clinical staff. I mean, that was one thing about working with you and your team. You know, they’re talking to you. You trust them. They are partners. There’s a piece of you that knows that this is part of a bigger protocol and a bigger journey. And it logically makes sense. So you don’t feel like you’re just like, hey, put this thing in your forehead or whatever. Like it’s a holistic approach. And it’s also a full-body approach. So
talk a little bit about some of the interventions that you’ve been working with with moms and you know, all sorts of other medical interventions on the med spa side for holistic female care. Because I thought this was amazing.
Kim Warden (33:50.806)
Right. Yeah. So I mean, a lot of people are like, how, you know, how is it so empowering? You know, it’s empowering to just age gracefully and naturally. And of course it is. And like you can make that choice. But I think it’s important to note like there is another choice. And you may choose to take back a little control. And I think that it’s really hard for people to do that,
Jessica Miller (33:59.397)
Sure.
Jessica Miller (34:08.877)
Yes.
Kim Warden (34:19.906)
because especially women — society really messes with us and really puts these significant standards and expectations on us, especially for moms. We’re brought up — you need to do it all, and you need to look pretty at the end of the day, and you’re better seen and not heard. And you know, you’re not doing enough. You’re letting yourself go. And why are you not back to your
size — you know, you’ve had a baby a year ago — it’s incredible. So the idea for the clinic is like just block out that noise. You’re in a safe space. There’s no judgment. If you want this, then why the hell not? Because here’s your option — for moms in particular, obviously we can do the, you know, we do our face and neck sort of
Jessica Miller (34:53.166)
So much.
Kim Warden (35:17.356)
skin health journey and getting your skin as strong as possible, giving you that refresh so you can at least look less tired. And maybe, maybe that corresponds to feeling less tired too. There are actually studies that say Botox does decrease depression. Maybe because you literally can’t make a mad face. And we also have body devices as well. So like you said, we have
body contouring and this device called MSculpt Neo, which is a medical gym. And it’s awesome for moms because we can treat 11 different areas, 11 different muscles of the body. But when we treat the abdomen, when we treat the stomach, it actually really helps to strengthen the core back, especially after you’ve given birth. Our muscles sort of separate and it brings them back in together. So anyone with that little bulge when they’re, you know, doing crunches and they see that like a little bulge —
we can actually restore that. And the radio frequency actually can help tighten the skin as well. So you’re getting this muscle contraction and it’s 20,000 sit-ups in a 30-minute session. You’re restoring your core and anyone with like C-section scars or anything, we can also start to heal those. So we can use our lasers, we can use our radio-frequency microneedling, and it can really work.
Jessica Miller (36:28.163)
Amazing.
Kim Warden (36:43.8)
And I think a lot of people are like, it doesn’t work. It does work. I have pictures. So just like giving your body back a little bit after you feel like it’s not yours anymore is huge for somebody’s like motivation and confidence. You know, we can treat — we like to say like the bingo arm, you know, like no.
Jessica Miller (36:46.948)
Mm-hmm.
Kim Warden (37:06.678)
We can do that. We can use our devices, our RF and our Sculpt Neo for that. We can do a booty. But a lot of what we do for body is a lot of different scarring, stretch marks, C-section scars, even — and for all skin tones, might I add, you know. I think many clinicians are afraid to treat darker skin tones, but I
made it an intentional mission that I was able to take care of everybody in a safe and effective way. And the nurse that works with me, Allie, and I prioritize being able to treat darker skin and melanated skin. It’s, you know, I don’t want to be that practice that turns someone away because I am afraid to do that. And I think that just gives us more opportunity to help more people.
Jessica Miller (38:03.492)
Yeah.
Kim Warden (38:03.63)
But aging is changing you, it’s changing your body and it’s not usually in your control. But with doing, you know, our type of treatments, you get some of that control back and that can be really rewarding.
Jessica Miller (38:19.446)
Yeah. Oh my gosh, absolutely. And, you know, as a business owner, I think this has been a point of focus for you of educating people around this, of bringing them in, giving them that safe space, talking to them. And, you know, as you mentioned earlier when we first started, you know, growing a business is an adventure. It really is in so many amazing ways. And you’ve been able to connect with many people and bring them into your clinic and
educate them on these things and then offer them packages and things like that that have allowed them to get these results. And I want to dig into that a little bit because when we first started working together, you know, we really looked at your business and we took the time to see, you know, where is what you’re doing working and where do you want it to work more? And what are some of the things that you as a business owner are seeing as needs within the community and with
women — and men, you even have, you know, some male clients too — that you want to like lean into more. And one of the things we uncovered was that people were coming to you wanting this education, wanting to learn. They were self-identifying as having a problem. And we were looking for a way to capture their attention, I should say. Because we know in the world of business, sales and marketing, like that part, it’s very noisy, like you were saying.
Especially in like the beauty, in the med spa space where people are getting all this information from all different places. I think they were looking to you as a trusted resource and they were raising their hand to come in and hear from you and learn. And one of the things that we really leaned into was that space of like where does education meet treatment? And we found that when the clinic opened the doors to invite people into things like events and webinars and things like that, they were coming. Can you talk a little bit about
Kim Warden (40:13.144)
Mm-hmm.
Jessica Miller (40:14.926)
you know, what you were seeing and what you were sort of struggling with there and how leaning into some of these events and some of the things that you’re doing now has really shaped your clientele and shaped you as a business owner? Because I think it’s been a huge thing for you.
Kim Warden (40:30.238)
Yes. I think that everything shifted when we started to incorporate memberships and product and really the journey with esthetician services and then fourth, our events. So we have two big events a year.
And we mix in like members-only or special events, but two big events a year, one in the fall, one in the spring. And it sort of sets people up for their six-month treatment plan. And again, I think that with all of the marketing noise, it’s very overwhelming. And a lot of times people are like, well, forget it. Like, I don’t know what to do. So I’m just not gonna do this. And our approach is really like, hey.
I’m just a normal person. I’m a mom. I have two little kids. And our staff are sisters and cousins and friends as well. You are in good company here. We also have real concerns about, you know, looking tired and feeling beat up and, you know, with no energy and also sorting through the noise. Like
Jessica Miller (41:51.246)
Yeah.
Kim Warden (41:51.574)
I have staff that come in and say, have you seen this? Do you think this works? And I’m like, show me the clinical studies and then we can talk about it.
Jessica Miller (41:53.953)
Yeah.
Kim Warden (42:00.384)
Ultimately what we present is an opportunity for simplicity. And in that, by attending that event, what you get ultimately is your six-month plan. We start off with sort of a 15-minute informational. Usually in the fall, it’s laser-focused — pun intended. And in the spring, it’s a lot more microneedling and
clinical facials and Sculptra, like in biostimulating injectables. And seasonality matters because it’s — while we can do lasers all year round, it’s just easier. And most people prefer to do it in the fall and the winter. So we present this is your, you know, six-month plan. Here is why this matters, this is our approach. Let’s give you a, you know,
Jessica Miller (42:40.972)
Yeah.
Kim Warden (42:55.846)
sample treatment of one of these things. Let’s get you just feeling really good. You can get to know us. You can talk to us. You can see real before-and-after photos and then let’s do little mini consultations and pick your plan. Here you go. You’re done. We’ll see you, you know, next week. We’re gonna get started. And people are really happy. That’s just really easy.
Jessica Miller (43:17.123)
Yeah.
Kim Warden (43:25.57)
You know, we’ll tie it up in a nice little bow. You don’t have to think about it anymore. We got you. We’re gonna get there.
Jessica Miller (43:30.626)
Yeah. Yes. I think when we were working on those events — I mean, and you tell me if you agree — but that specificity, to your point, that simplicity. Like, what are we going to do this event for? Like we identified the event was a big lever for you. And it was powerful too because it was contained. Like we’re all going to get together. We’re going to run this event. It’s going to be very focused on a very specific outcome. We’re going to reverse engineer what are those simple packages that are going to help people get that result that we’re talking about.
We’re gonna offer them those things on the back end. We’re gonna give them a taste of it during — like even fine-tuning the flow of that made it a repeatable asset for you in your business and your team. And then within, you know, that five to eight hours, all systems were go on that one focus. And people were able to move through and really understand, like get educated, meet your team, build the trust, get a sense of what they could buy as a result.
And then move through. And that really spearheaded a lot of growth for you, in a simple way that you then capitalized on every time you ran those events. But it was a fast infusion of cash and impact on your clients very quickly. Would you agree?
Kim Warden (44:50.626)
Yes. We have basically doubled our revenue in a year — like incredibly life-changing and significant. I think that what also helped was that we present their opportunity and also their six-month program, and that
Jessica Miller (44:56.388)
Mm-hmm.
Jessica Miller (45:17.443)
Yes.
Kim Warden (45:19.192)
program, that six-month program, is our membership. The membership is, you know, there’s literally no catch. People are like confused when we present it. They’re like, but what — what do you mean? So there are three different tiers, three different monthly fees that someone can choose based on their lifestyle. And what it gets you is a six-month commitment.
So now we can actually have somebody be consistent and actually come back and see us. And every month their fee banks into their clinic account. So now when they come in — or even if we haven’t seen them in a couple months — we can call them and say, hey, like you have a thousand dollars in your bank. How about — how about come in, like you’re due for Botox? Or how about come in, like you haven’t bought products in three months? Or let’s do
let’s get you back on track with a facial or microneedling, so whatever is on their treatment plan. And so it incentivizes people to come in and use their bank. But in addition to their bank, which they save, they get a corresponding promotional price. So they get a percentage off of everything. So now it’s just super easy for everybody to think about. We have, you know, they save 10, 15 or 20% off of everything. And
Jessica Miller (46:22.498)
Yes.
Kim Warden (46:44.35)
staff isn’t confused about all the different promotions that are happening, you know, every single month. I just remember we were trying to price things and we were trying to figure out the next promotion and everyone’s like, wait, what? What are we doing? What’s this month? It was just so messy and everyone was confused and unhappy. Now we don’t do promotional pricing. We have the membership. We say, hey, this is not — I don’t want you to come in and price shop.
Jessica Miller (46:57.998)
Yeah.
Kim Warden (47:12.44)
to do one round of Botox. Like we’re not the provider for you if that’s what you’re looking to do. We are hoping to make a difference, and we will make a difference. And like the best way to get you there is for you to be consistent and commit. And so that’s what the six-month program incentivizes. And when people sign up, they can cancel it after six months, but a vast majority just continue it because now we have
they completed their initial plan, but now the next step is maintenance. So they know they’re not — what it weeds out ultimately is those people like, hey, what’s your price per unit on Botox? Hey, what’s your price for this? And we then can present to them, we work this way — that we work in a treatment plan. Like we want you to be consistent. We are your primary care for anti-aging. We’re not going to see you once and then say bye-bye. Like we don’t
Jessica Miller (47:44.088)
Yep. Mm-hmm.
Kim Warden (48:09.738)
inject people and then never see them again. It’s really important that we have a closed loop of care because again, this is a medical practice first.
Jessica Miller (48:18.764)
Mm-hmm. Mm-hmm. Yeah. And I just want to pause on this for a second because I think this is so important, both from a business perspective, but also from a client perspective. So I think as business owners, like through our sales and marketing and interactions with our clients, we train them on who we are and what our brand is, on what is important to us. And we help them understand the way that we work. And when we’re in integrity toward outcomes like you are,
we help them understand how best to get there. And when we then go back and we reverse engineer those things into our business models with the patient at heart, it not only allows them to get better results quicker and understand what that is — and it’s clear and it’s consistent — but what it does for you as a business owner and your staff and your med spa is just absolutely huge. So you’re winning on both sides of the equation.
And I think with the setup that you have that we created, we figured out that the event was a great leverage point for you. And then we baked in how do we think about this from an average order volume, from a results perspective. We also thought through that long-term value. So how do we keep the person coming in and coming back and being consistent, which at the heart of it was so important for the result that your client was trying to get?
But it also was really important for your bottom line and running your business in a very streamlined way. And then marrying that into the membership that we created for people — number one made it an easy yes for them, a no-brainer as far as like, hey, now we have the systems to get the result for this person that they need — married with the bundles that you created for the treatments, which took your buying behaviors from clients from
this like $200, $300 one-at-a-time thing to a bigger package that was created with them in mind, but it streamlined your business. And so that passive income also that you are creating, and that is now the foundation of your, you know, your bottom line, is really, like you said, it creates all of those things. It’s consistency for your staff, it’s consistency for you.
Kim Warden (50:19.086)
Mm-hmm. Right.
Jessica Miller (50:37.122)
you have a sense of the money that you’re bringing in every month, who needs to be helping, who’s on the follow-up list and how do we make sure they’re, you know, spending their membership and how do we use those dollars in the best way for them? It’s just like such a big change. And the peace that comes from that, and now the number of members that you have. I mean, I remember when you’re like, okay, we’re gonna give this a go. You know, and now how many members do you have? I haven’t even looked at this sheet, you know, in the last couple of weeks, but
Kim Warden (51:08.758)
Yeah, over a hundred and still growing every day. Because it doesn’t make sense — even if somebody’s coming in monthly for facials, it does not make sense for you not to be a member because you’ll save so much money, but you’ll also save on your product and your home care. And it just makes it that much more attainable for people. And I mean, price point can be scary.
Jessica Miller (51:23.31)
Yes. So much more.
Kim Warden (51:38.398)
We have financing options too, but I would say since we started doing the membership, we’re having to use financing so much less because it just breaks down these big payments basically for these treatments into smaller doable amounts. So there’s less of that sticker shock when you, you know, come in for your big treatment. So people bank, you know, a month to three months sometimes for like their big laser series in the fall, or they come to
our promotional event in the fall and they can save like three thousand dollars. It’s wild. And it just makes sense because even though on the business side, you know, I’m — I’m eating some — I’m not really, because people keep coming back. And usually when they come back, they’re adding on to that bill each visit. And it’s never
unnecessary add-ons. It’s always — the thought is always like — and I think you and I, you kept saying to me, like, Kim, what would you do if this, if it was like someone’s best, best, best option? Like what is the most ideal scenario? So we were like, okay, well, you know, if someone’s gonna have the best collagen build, the best skin tightening, if we make sure that we’re doing the multiple modalities,
right? Like we’re not just gonna do the laser in the fall, because then we’re like, well, how is someone gonna be incentivized to really use their membership the second part of the year? And also the second part of the year is like more sunny, and the sun is our biggest aging factor. Plus, we’re gonna — we don’t want them to put all the pigment back on that we’ve just erased. And the sun also leaches out your vitamin A, which leaches out your collagen. So, like overall,
how do we keep them boosted through that season and that Skin Pen and biostimulators? So we have this ideal programming that’s going to be great for, you know, dare I say everyone, but like a vast majority of people, but we can tweak it and individualize it based on that person and that scenario. But ultimately the journey is the same.
Jessica Miller (53:48.898)
Mm-hmm.
Kim Warden (54:00.866)
And it’s a simple way to think about it for everyone.
Jessica Miller (54:03.628)
Yes, I love this. The other thing that you did — and I think this kind of like bounced off of this idea — and I think a lot of business owners, they’re not taught to think this way. So that idea of listen, if someone’s coming in and they want the best result, what would you tell them? Like hands down, if you took everything off, took your like, you know, business owner hat off — like if they wanted this best result, what do you as the expert in your heart know that they need to do to get it?
There’s an empowerment there around like, look, if they want this, I know it’s this. And then having the bravery to do that, even with all the mind stuff that we have as business owners, but then being able to also marry it with like, okay, how does that look in the brass tacks of my business? And, you know, being able to help these patients and logistically deal with that and the whole thing — there’s all of that. But because there’s a continuity and a continuum of skincare, you are really good at being able to
not only personalize it for people like you mentioned, but personalize it in this sort of seasonal way. Like there’s a different need for your skin each season. And you have a plan for that — in the winter, for example, you have an event or you have a certain structure. You then took that structure and you’re like, let me tell you what that looks like for you in the summer. And because of that, you were able to keep your bottom line growing and keep infusing,
Kim Warden (55:11.843)
Yes.
Jessica Miller (55:29.72)
you know, money and cash flow into your business, keep helping your clients. And they were coming back over and over and like loving you for it.
Kim Warden (55:39.15)
And I think that in the beginning, it’s because in nursing school or even in med school, we’re not taught business, we’re not taught sales, and it sometimes still feels — and felt — icky in the beginning to be like, buy this thing or yeah, I’ll do that, but it’s gonna be like four thousand dollars. And when you present it that way, people are like, I shouldn’t do it.
Jessica Miller (55:50.018)
Right. Mm-hmm.
Kim Warden (56:08.056)
So it took time and building confidence. And that’s where like you really helped me get there and shift that mindset into like, no, Kim, like you’re prescribing this treatment. You are prescribing their best opportunity to get to their goal. And as soon as I started to think of it that way, the
reputation of value just blossomed. I know we’re getting less price shoppers. We’re getting less people who just aren’t a fit for us because our reputation of value is — this is how we work. We are going to make sure that you are happy at the end and do our best to make sure that happens and build that trusting, lasting relationship and then, you know, just
deliver because we know that this system, this protocol, this journey works. And we know it works because we have the science for each individual thing. And then when you put it all together, it’s just amazing. So at the end of the day, it’s like, you know, I even have people who come in and they’re like, well, I might get a facelift. I’m thinking about it. I’m like, cool. Absolutely. You can get a facelift.
Let me tell you though why you should still do all of the things that I am recommending, because your surgeon will have a much easier time and you will have much better results if your skin is as thick and healthy as it can be. The thickness of the dermis is like a Post-it note. And then we lose one to five percent a year in collagen. And so by the time we’re at menopause or after menopause, it’s like the thickness of tissue paper.
Do you think you would rather cut into tissue paper or sew tissue paper, or a Post-it note? So if we do all of the things — the lasers, the skincare, the microneedling, the facials — if we get you on this program and we get you to a Post-it note, your fifty-thousand-dollar facelift is gonna look like an eighty-thousand-dollar Kris Jenner facelift. And it’s just like — so that’s the way we think about it. You’re gonna heal better, you’re gonna be more comfortable.
Kim Warden (58:29.228)
when you’re healing and you will have better results. And that’s just how we think about it, even when we’re doing our lasers and our needling. I won’t do it anymore unless you’re gonna do the prep and the post because I just know that you will be — you are at higher risk for complication. You’re at higher risk from calling me every single day to be like, what is happening? Like, I’m not comfortable, you know.
Because we haven’t prepped your skin with the appropriate ingredients and then the post-care isn’t at its peak anyway, either. So it’s really important in terms of expectations that we set them early. And I even have in my consultation form, I have a — like people have to rank how ready they are to kind of meet their goal.
Jessica Miller (59:19.98)
Mm.
Kim Warden (59:23.458)
And so that tells us sort of like where someone is and it helps, but I think it also has that person then all of a sudden go, hmm. Okay. So am I really ready for this? And that just helps smooth out our, you know, our assessment and really what we’re offering. And sets us up better.
Jessica Miller (59:44.375)
Yeah. Yeah. And I think that space that you hold and the belief in what you’re doing and what you’re offering starts with you. Because when you have that bulletproof belief, and then you marry it with good systems and good structure within your business and those things are reverse engineered to meet your goals, you show up with confidence as the business owner and as the clinician that then is borrowed from your client when they’re sitting there with you and trying to make those choices. And that
client-clinician relationship is so important in anything that you do. And it’s also then allowed you to step into this next version of yourself. I mean, you have blown through your goals, you have doubled your business in a year, you have a second location. You know, you are incredible. And that comes from all of those things that you just talked about, which is amazing.
Kim Warden (01:00:37.486)
couldn’t have done it without you though. Like, you know, a coach is really someone who should
help mold you and like figure out, like cut through all the noise and the extras and like help you get to the place of like figuring it all out. And that’s a lot of like what a therapist does as well. You know, we can’t tell you what to do, but let’s help you get there to figure it out and then, you know, kind of fertilize it. And that’s what you’ve done. And so I couldn’t have gotten here without you. And yeah, super grateful.
Jessica Miller (01:01:12.77)
Yeah, it’s been so amazing. And I think your mission is so beautiful. I think women need your help. I think we shouldn’t be afraid. I think we should get educated. I know for everything that I have done to my own skin, it has only been remarkable. And it feels good when you can — like you said, you know, you’re a mom, you’re a business owner, you’re all the things. You look in the mirror, you’re like, I actually feel better because I feel like I look better.
And I think it does — like it starts from the inside out with a good foundation. So it’s so powerful. Kim, I know
Kim Warden (01:01:44.374)
Absolutely. Yeah, I mean we have to try everything ourselves so then we can actually genuinely say to you, yeah, this works, this is what I liked, this is what I didn’t like, and refine our offerings.
Jessica Miller (01:01:50.627)
Yes.
Jessica Miller (01:01:57.453)
Yeah, absolutely. I know people are gonna wanna find you. So tell people where you are physically located. Now you have two locations, and then where on the interwebs can they find you? The interwebs.
Kim Warden (01:02:08.854)
The interwebs. So a great place to start is Instagram. We definitely have fun on Instagram, but we also mix in valuable information, and that is at theclinic.co. The clinic is spelled with a K — K, L, I, N, I, C. And my Instagram is kimskin.np.
And also same website, theclinic.co is how you can find us online. And otherwise, will you post our phone number? Okay. Great.
Jessica Miller (01:02:47.682)
Yes, we’ll put all the links in there. Yep. Yep. And then you’re located both in Woburn and Winchester with your physical locations for all of our like Boston area friends. You can go right there and find the clinic and their team.
Kim Warden (01:03:03.352)
Yep, we are right off of I-95 and really at the intersection of 93 and 95. So it’s super easy. And right off the commuter rail in Winchester Center. So we should, you know, be easy to get to.
Jessica Miller (01:03:18.604)
Yeah. And we will link all of those things in the show notes for everyone. And we’ll also keep you abreast. Like Kim has shared here, she does different events. She has open houses. Like it’s always a fun time. She didn’t mention there’s usually like fun stuff, coffee, all the little like goodies. If you’re like me, it’s my love language. So we’ll link up.
Kim Warden (01:03:36.716)
I like to collaborate with other local women-owned businesses. So I do a lot of like hosting other businesses so that we can kind of, you know, lift each other up.
Jessica Miller (01:03:47.618)
Yeah. Collabs and partners with women for the win. I love it. Kim, thank you so much for coming on. This is such a joy to have you. And I can’t wait for people to come find you and say hello. And if you do, make sure you tell Kim that you heard her on the podcast because it’s always fun to meet new people that way. So thank you for coming on, Kim.
Kim Warden (01:04:05.39)
Thanks for having me.
Jessica Miller (01:04:06.351)
Of course. And for everyone listening, we’ll see you next week. Have a great one.
