The problem
Missed appointments, clients who never rebook, and slow rooms each take a little. Most owners never see what they add up to.
What this shows
Revenue against target, where money is leaking, and which services, providers, and rooms need attention, all in one place.
Try it
Put your own numbers in the calculator below. Then open Leakage & Retention to see where clients slip away.
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Practice Snapshot: YTD revenue of $1.42M tracks 2.6% below target. Demand is healthy, but 9.1% of booked appointments are missed and only 58% of clients leave with their next visit booked. Together, missed appointments and overdue clients represent ~$96K in revenue leakage. Immediate focus: deposits on high-risk bookings and rebooking at checkout.
What could missed appointments be costing you?
$0
lost each year to missed appointments that never get rebooked
A rough estimate from your inputs, not a measurement. 5% is the missed-appointment target used in this sample.
Total Revenue
$1.42M
YTD Actual
▼ 2.6% vs target
Average Ticket
$208
6,840 completed visits
▲ 4.5% vs prior yr
Missed Appt Rate
9.1%
Target: ≤ 5.0%
▲ 4.1 pts above target
Rebooking Rate
58%
Target: 70%
▼ 12 pts below target
Revenue Leakage
$96K
Missed appts + overdue clients
6.8% of gross revenue
Revenue vs Target — Monthly
Cost Breakdown — YTD
Client Experience
Rebooking at Checkout
58%
No-Show Rate
5.4%
Late Cancel Rate
3.7%
Avg Review Rating
4.7/5
Revenue Mix — YTD
Services
$1.12M
Memberships
$198K
Retail
$102K
214
Active members
18%
Retail attach rate
Provider Capacity
Provider Utilization
76%
Room Utilization
68%
Consult Conversion
64%
$182
Revenue / provider hour
7
Active providers
Service Line Scorecard
| Service Line | Revenue | Share | Contribution Margin | Missed Appt % | Status |
|---|---|---|---|---|---|
| Neurotoxins | $412K | 36.8% | 68% | 6.0% | On Track |
| Dermal Fillers | $298K | 26.6% | 61% | 7.0% | Monitor |
| Laser & IPL | $176K | 15.7% | 79% | 11.0% | Monitor |
| Facials & Peels | $118K | 10.5% | 72% | 11.0% | Monitor |
| Body Contouring | $84K | 7.5% | 54% | 11.9% | At Risk |
| Microneedling | $32K | 2.9% | 70% | 11.0% | Small Line |
Revenue Impact: 684 missed appointments YTD cost $61K after rebooked slots and fees are counted. Online self-booking and promotional offers miss at 2–4× the rate of appointments booked at checkout. Separately, 168 clients are past their usual treatment interval, worth ~$35K. Deposits on online and promo bookings plus a checkout rebooking script could recover an estimated $38K annually.
Missed Appointments
684
9.1% of 7,524 booked
▲ 0.8 pts vs prior yr
Revenue Lost
$61K
Net of rebooks & fees
$89 avg / missed appt
Overdue Clients
168
Past usual interval
$35K revenue at risk
90-Day Return
41%
New clients · existing: 78%
▼ Target: 55% new
Recoverable Est.
$38K
Annualized
Deposits + rebooking
Missed Appointment Rate — Monthly
Missed Appointments by Service
| Service | Booked | Missed | Rate | Rev. Lost |
|---|---|---|---|---|
| Neurotoxins | 2,180 | 131 | 6.0% | $15,700 |
| Dermal Fillers | 1,010 | 71 | 7.0% | $11,900 |
| Laser & IPL | 1,420 | 156 | 11.0% | $12,400 |
| Facials & Peels | 1,860 | 205 | 11.0% | $9,600 |
| Body Contouring | 520 | 62 | 11.9% | $7,800 |
| Microneedling | 534 | 59 | 11.0% | $3,600 |
Missed Rate by Booking Source
Promotional offer
18.2%
Online self-booking
12.4%
Phone / text
6.8%
Booked at checkout
3.9%
Missed Rate by Day
Mon – Wed
7.8%
Thursday
8.8%
Friday
10.6%
Saturday
11.9%
Overdue Clients — Top Recovery Opportunities
| Client | Last Service | Usual Interval | Weeks Since Visit | Typical Spend | Outreach |
|---|---|---|---|---|---|
| Alicia M. | Neurotoxin — forehead & glabella | 13 wks | 21 | $540 | Not contacted |
| Renee T. | Filler — lips | 26 wks | 38 | $720 | Not contacted |
| Kendra W. | Laser hair removal (series) | 6 wks | 11 | $380 | Text sent |
| Monique H. | Neurotoxin — crow's feet | 12 wks | 18 | $360 | Text sent |
| Sarah P. | Chemical peel (series) | 4 wks | 9 | $190 | Rebooked |
| Danielle O. | Microneedling (series) | 5 wks | 10 | $340 | Not contacted |
Cost Picture: Product is the largest variable cost at $268K, or 23.9% of service revenue. Laser & IPL earns the strongest margin (79%) because product cost is minimal, while body contouring carries a 40% product cost ratio. Waste totals $14.2K YTD — most of it from opened vials expiring before use and dosing above protocol.
Product Cost
$268K
YTD
23.9% of service revenue
Contribution Margin
67.2%
Services, after product
▲ 1.1 pts vs prior yr
Avg Toxin Units
44
Per treatment · protocol: 40
▲ 10% above protocol
Product Waste
$14.2K
5.3% of product spend
Target: ≤ 3%
Expiring ≤ 60 Days
$6.8K
Inventory on hand
Use or promote
Margin by Service Line
| Service Line | Revenue | Product Cost | Product % | Contribution |
|---|---|---|---|---|
| Neurotoxins | $412K | $104K | 25.2% | 68% |
| Dermal Fillers | $298K | $92K | 30.9% | 61% |
| Laser & IPL | $176K | $8K | 4.5% | 79% |
| Facials & Peels | $118K | $22K | 18.6% | 72% |
| Body Contouring | $84K | $34K | 40.5% | 54% |
| Microneedling | $32K | $8K | 25.0% | 70% |
Contribution margin is after product cost and provider commission.
Product Waste — YTD
Opened vials expired
$6.1K
Dosing above protocol
$4.4K
Damaged / expired stock
$2.3K
Unbilled touch-ups
$1.4K
Toxin Units per Treatment
Jordan K., NP
41
Maya R., PA
42
Elena V., RN
46
Tasha B., RN
50
Inventory Expiring Within 60 Days
| Product | Category | Units on Hand | Days to Expiry | Value | Suggested Action |
|---|---|---|---|---|---|
| Hyaluronic filler, 1 mL | Dermal filler | 8 | 24 | $2,240 | Book overdue filler clients |
| Neurotoxin, 100U vial | Neurotoxin | 4 | 38 | $2,080 | Schedule before ordering |
| Medium-depth peel kit | Facials & peels | 14 | 45 | $1,190 | Member add-on offer |
| Growth-factor serum | Retail | 22 | 57 | $1,290 | Bundle with microneedling |
Financial Health: Operating margin is 21.1% on $1.42M revenue. Memberships now bring in $26.4K a month and are the most predictable revenue line. Two items need attention: $138K in prepaid package liability (with $33K older than six months), and promotional offers that bring in clients at a low cost but with the weakest lifetime value of any channel.
Operating Margin
21.1%
$300K on $1.42M
Target: 25%
Monthly Membership Revenue
$26.4K
214 members · $123 avg
▲ 18% since Jan
Member Churn
4.1%
Monthly
Target: ≤ 3.0%
Package Liability
$138K
Prepaid, not yet redeemed
$33K older than 6 mo
Client Value vs. Cost to Win
7.3×
$1,046 first-year value · $144 to win
Healthy (≥ 3×)
Membership Revenue — Monthly
Package Liability by Age
0 – 90 days
$64K
91 – 180 days
$41K
181 – 365 days
$22K
Over 1 year
$11K
Cash already collected for services still owed. Older balances are the hardest to redeem and the most likely to become client disputes.
Client Acquisition by Channel — YTD
| Channel | New Clients | Cost to Win | 1st-Year Value | Value ÷ Cost | 90-Day Return |
|---|---|---|---|---|---|
| Referrals | 196 | $42 | $1,520 | 36× | 61% |
| Google search | 248 | $168 | $1,240 | 7.4× | 47% |
| Instagram / Meta ads | 312 | $214 | $980 | 4.6× | 38% |
| Promotional offers | 164 | $96 | $410 | 4.3× | 19% |
| Walk-in / other | 88 | — | $860 | — | 44% |
Operating Cost — YTD
Provider labor
$486K
Product & injectables
$268K
Marketing
$132K
Rent & facilities
$112K
Device leases
$74K
Other
$48K
Capacity Picture: Providers are booked 76% of available hours against an 85% target. The top two injectors convert over two-thirds of consults and rebook most clients; two providers sit below 65% utilization with weaker rebooking. The body contouring device is booked under half the time while its lease runs at full cost.
Provider Utilization
76%
Booked ÷ available hours
▼ 9 pts below target
Revenue / Provider Hr
$182
6,140 booked hours
▲ 6% vs prior yr
Consult Conversion
64%
646 of 1,010 consults
Target: 70%
Room Utilization
68%
Rooms & devices
Device idle time high
Avg Review Rating
4.7
Out of 5
▲ 0.1 vs prior yr
Provider Scorecard
| Provider | Role | Booked Hrs | Utilization | Rev / Hr | Consult Conv. | Rebook % | Rating | Status |
|---|---|---|---|---|---|---|---|---|
| Jordan K. | Nurse practitioner | 1,040 | 88% | $272 | 72% | 71% | 4.9 | On Track |
| Maya R. | Physician assistant | 980 | 83% | $252 | 68% | 66% | 4.8 | On Track |
| Elena V. | RN injector | 860 | 79% | $224 | 61% | 59% | 4.7 | Monitor |
| Tasha B. | RN injector | 610 | 64% | $202 | 48% | 52% | 4.6 | At Risk |
| Priya S. | Laser technician | 920 | 78% | $136 | 66% | 54% | 4.7 | Monitor |
| Nicole D. | Esthetician | 1,010 | 81% | $90 | — | 61% | 4.8 | On Track |
| Ava L. | Esthetician | 720 | 61% | $81 | — | 44% | 4.5 | At Risk |
Room & Device Utilization
Injection rooms (2)
82%
Facial treatment room
74%
Laser suite
71%
Body contouring device
46%
Consult Funnel — YTD
Leads received
2,410
Consults booked
1,180
Consults attended
1,010
Treated
646
Half of leads never book a consult. Response time to new inquiries is the first thing to check.
Key Numbers
Total Revenue
All revenue for the period: completed services, membership dues, and retail sales. Package sales count when redeemed, not when sold.
Average Ticket
Service and retail revenue divided by completed visits. Shows whether clients add treatments or products to a visit.
Missed Appointment Rate
No-shows plus late cancellations (inside the cancellation window) divided by booked appointments. Target is ≤ 5%.
Revenue Leakage
Revenue lost to missed appointments (net of rebooked slots and fees collected) plus the expected value of overdue clients.
Operating Margin
(Revenue − Operating Cost) ÷ Revenue. Measures profitability before taxes, interest, and owner distributions.
Retention
Rebooking Rate
Share of completed visits where the client books their next appointment before leaving. Target is 70%.
Overdue Client
A client past their usual treatment interval (for example, a neurotoxin client at week 18 who typically returns every 12–13 weeks) with no future booking.
90-Day Return Rate
Share of clients who return for any service within 90 days of a visit, reported separately for new and existing clients.
Product & Cost
Product Cost %
Product and supply cost for a service line divided by that line's revenue.
Contribution Margin
Service revenue minus product cost and provider commission, divided by service revenue. Shows what each line contributes toward fixed costs.
Product Waste
Product cost with no billed service attached: expired opened vials, dosing above protocol, damaged stock, and unbilled touch-ups.
Financial
Monthly Membership Revenue
Monthly recurring revenue from active memberships at the end of the month.
Package Liability
Cash collected for prepaid treatments that haven't been performed yet. It is owed service, not earned revenue.
Cost to Win a Client / First-Year Value
Cost to win a client is marketing spend on a channel divided by the new clients it brought in. First-year value is the average revenue those clients generate in their first year.
Capacity
Provider Utilization
Booked treatment hours divided by scheduled available hours. Target is 85%.
Revenue per Provider Hour
Service revenue divided by booked provider hours. Normalizes performance across providers with different schedules.
Consult Conversion
Share of attended consultations that result in a treatment within 30 days.
Want to see this for your business?
This is sample data. For a client, it’s built from your own booking, sales, and payroll records, so you can see exactly where the money goes.