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Memberships & Custom Plans

Memberships are the engine for generating Monthly Recurring Revenue (MRR) and securing long-term patient loyalty. Zennor provides extensive flexibility, allowing you to build both public, tiered memberships and highly specialized, private custom memberships.

This guide explores the nuances of structuring and managing these plans within the Admin Panel.

1. Standard Tiered Memberships​

Standard memberships are your public-facing subscription plans (e.g., Silver, Gold, Platinum). These appear prominently in your app and are available for any patient to purchase.

Key Configuration Elements​

  • Pricing & Billing Cycle: Set the subscription cost and frequency (Monthly, Quarterly, Annually).
  • Discount Perks: You can offer global discounts (e.g., "10% off all Laser Treatments") across specific categories.
  • Included Treatments (Allowances): This is crucial. You can bundle specific treatments into the membership (e.g., "1 Free Signature Facial per month").
Pro-Tip: The "Use It or Lose It" Model

When configuring monthly treatment allowances, clearly communicate your rollover policy to patients. Most successful clinics adopt a "use it or lose it" model for monthly free treatments to ensure consistent clinic footfall, which leads to secondary cross-selling.

Best Practices for Public Tiers​

Keep your public tiers simple. Too many options create decision fatigue. We recommend a 3-tier structure:

  1. Entry-Level (Focus: Maintenance) - Low barrier, basic discounts.
  2. Core (Focus: Most Popular) - The "sweet spot" offering the best perceived value.
  3. Premium (Focus: Ultimate Care) - High price, aggressive perks, VIP booking priority.

2. Custom Memberships​

Custom Memberships are a powerful Zennor feature designed for highly personalized treatment plans. Unlike standard tiers, Custom Memberships are hidden from the public app and are instead uniquely crafted and directly assigned to specific patients.

Why Use Custom Memberships?​

  • Bespoke Treatment Plans: A patient requires a unique 6-month acne protocol combining peels, microneedling, and specific product discounts that don't fit a standard tier.
  • High-Ticket Packages: You are selling a $5,000 full-face rejuvenation package, but want to split the payments into a 12-month recurring subscription to make it affordable.
  • VIP or "Grandfathered" Rates: You want to offer a special discounted membership to an early, loyal patient without exposing that pricing to the public.

How to Assign a Custom Membership​

  1. Open the App Builder and navigate to Memberships > Custom Plans.
  2. Configure the specific pricing, billing cycle, and unique perks.
  3. Once created, navigate to the specific Patient Profile in the Clients tab.
  4. Select "Assign Custom Membership" and choose the plan you built.
  5. The patient will receive a prompt in their app to accept the terms and securely enter their card details to commence the subscription.
Custom Plan Billing

Custom Memberships use the exact same secure PayU recurring billing infrastructure as standard memberships. Failed payments will trigger automated dunning emails to the patient.

3. Nuances & Things to Know​

Treatment Variations in Memberships​

If a treatment has variations (e.g., Botox 1 Area vs Botox 3 Areas), be highly specific when adding it as a free perk to a membership. Always select the exact variation intended so you don't accidentally give away a high-cost variation for free!

Pausing and Cancellations​

Sometimes patients need a break. As an admin, you have the authority to pause a membership directly from the patient's billing profile.

  • Pausing: Halts billing but retains the patient's existing active perks until the pause period ends.
  • Cancellation: Halts all future billing and immediately revokes all membership perks and discounts in the app.

Need Strategy Help?​

Structuring a profitable membership program is as much about business strategy as it is software. If you need help calculating margins for your tiers, reach out to your Zennor Account Manager!