Front Desk Episodes

A hole opens up on the surgery schedule with zero warning, and it never fails to trigger the same stomach-drop reaction from whoever picks up the phone. Andrea Watkins and Alli Petriella walk through exactly what to do next — the policies you need in place before it happens, and the moves that fill the spot fast without looking desperate. Alli, a Patient Care Coordinator with more than a decade in aesthetic practice sales, joins Andrea live from the office to break down a full system: how to b...

Every reminder, confirmation, and follow-up your front desk sends is a chance to build trust — or get unsubscribed. Most teams run the generic, canned versions baked into their EMR, the ones patients tune out. This is about the difference between automation that sounds like a robot and automation that sounds like you. Andrea talks with Becky Godsey, Chief Operating Officer at Denver Plastic Surgery and Aesthetics, who slowly rebuilt her practice’s automated messaging to feel personal, protect t...

Money doesn’t have to be the reason patients hesitate, but it often is. Jenna Hennig is back to share how payment planning helps patients move forward without feeling pressured or sold to. She explains how to introduce financing naturally, frame the...

Most injectors know the two easiest ways to increase revenue, but something keeps them from actually doing either consistently. Jenna Hennig shares the two simple shifts can double per-appointment revenue: protecting patient results with skincare and securing treatment with smart payment planning. She explains why these aren’t “sales tactics,” but part of ethical, high-quality care. Listen for when skincare conversations should happen, who should lead them, and how team-wide communication imp...

If consult fees aren’t part of your process or aren’t working, there are other ways to protect the schedule. Heather Hughes Hardy and Jenna Hennig continue the conversation with practical strategies front desk and scheduling teams can actually use. From collecting a card on file to setting clear cancellation policies, find out how strong communication reduces no-shows and filters serious buyers from browsers. Hear real scenarios, language that feels natural on the phone, and a simple nurture a...

Consult fees shouldn’t be what stops a great lead from booking, but too often, they do. Jenna Hennig unblocks the blockers all front desk teams face: the consultation. Find out why these fees are essential, how they protect the schedule, and why...

Picking up the phone to talk about surgery is no small feat. It’s a leap of courage. For patients, that first call often comes after months or even years of self-doubt, research, and “maybe someday.” For providers, it’s a reminder that what feels routine for them is life-changing for someone else. Andrea and Alli share what truly makes a profitable first call. Avoiding slimy tactics, pressure or persuasion, they operate through presence. They share how empathy, education, and emotional awarenes...

You know that awkward moment in a consult when it’s time to talk money? If you find yourself dreading the “how are you going to pay?” moment, this one’s your playbook for turning it into a positive, confident part of every consult. PatientFi’s Blake Lucas sits down with Bridgette DeBrino, CEO of Belvara Collective, Sara Amann, patient care coordinator at Zelko Aesthetics, and Eva Sheie, founder of The Axis, for a real-world look at how to make payment conversations feel natural and actually bui...

When you reach the end of a consultation and someone declines your pitch because of the price, it’s almost never about the price. Understanding emotional drivers is key to closing the sale, and it’s your job to handle objections with confidence and empathy. Heather Hughes Hardy and Jenna Hennig share what questions to ask to uncover what’s really holding them back and get the real reasons behind price objections. GUESTS Heather Hughes Hardy Aesthetics Sales Specialist Heather’s passion for ma...

“How much should you be making in your role at an aesthetic practice?” It’s the question everyone has, but few actually know the answer. Business consultant Jessica Hunter—who’s spent the last 10 years working closely with the financials of 75+ clinics—shares the right way to think about earning more. She explains why compensation can feel like the wild west, what practices really spend on overhead, and how to position yourself for growth by delivering value that can’t be overlooked. From hou...

Not having a clear financial policy is asking for trouble. To help protect your schedule and convert more patients, Andrea Watkins and Alli Petriella share exactly what to include in your financial policy, where to introduce it, and how to talk about it in a way that builds trust, not conflict. Including an expiration date on quotes adds gentle urgency, encourages commitment, and protects you if your prices change down the road. And when it comes to cancellations, vague policies open the door f...

Some patients have one or two questions. Others have a hundred… Heather Hughes Hardy and Jenna Hennig help us understand why someone might be a “100-question patient” and navigate these challenging consultations with grace. Learn how to bring structure and emotional pacing into your conversations, pre-handle common objections, and keep the conversation on track without making the patient feel rushed or dismissed. GUESTS Heather Hughes Hardy Aesthetics Sales Specialist Heather’s passion for m...

A practice manager writes in to ask Andrea and Alli for help with her front desk who is wonderful with patients but struggles to keep calls brief, resulting in lost opportunities in the form of missed calls and lowered productivity. Warmth is essential, but if calls run long, you risk missed opportunities and dropped balls elsewhere. Andrea and Alli talk about the fine balance between building rapport and staying efficient, especially at the front desk. Hear why training and self-awareness are...

Scheduling non-surgical appointments isn’t just about filling a spot on the calendar. It’s an opportunity to start a relationship. Every first impression turns into trust. That means asking the right questions to understand what the patient is looking for, making sure they’re a good fit for the treatment, and setting clear expectations about what results they can expect. To guide patients confidently, you need to know the treatments inside and out. But it’s not just about facts—it’s about shar...

Angry patients aren’t just upset for no reason. They’re feeling unheard, disrespected, or scared, and how you respond in those first few moments can make or break the relationship. Heather Hughes Hardy and Jenna Hennig share real-world stories and proven strategies for turning tense moments into trust-building opportunities. Role-playing tough scenarios and creating clear escalation protocols can help your whole team feel more confident and prepared when things get heated. Learn how to valida...

Prospective patients often come in with more questions than answers. They’re unsure about procedures, anxious about costs, and looking for someone who truly listens. That’s where empathy goes a long way. People are more price-conscious than ever, but trust needs to come before transparency. So when pricing questions come up, Andrea and Alli share exactly how to be helpful without brushing them off! Andrea and Alli share how to handle pricing inquiries with confidence and care, what the front d...

In an aesthetic practice, handling front desk calls is an art. The connection you make in the first few seconds matters, and it starts with a warm, genuine greeting. It’s not just about being friendly; it’s about making the caller feel heard and cared for right away. And when it’s time to transfer that call to a patient coordinator, knowing how to hand off that prospective patient is a skill in itself. To help you build stronger patient relationships and instantly increase conversion rates, A...

The front desk does more than answer the phone. It's the first impression, the emotional thermostat of the clinic, and a powerful (and often overlooked) engine behind smooth, profitable operations. Andrea Watkins and Alli Petriella get inside the mindset of this key role in an aesthetic practice and what it takes to be truly great in this role. Even if you’re not on the front line, you need to know how it fits and functions within a successful, high-performing team to better support the people...

We’re back with part two of our deep dive into conversion. Did you miss Part 1? Go back one episode and start there! Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-closing tactics, including the easy campaign that generated over 400 leads and 35 consultation requests with a single email. In this deep-dive episode packed with actionable tactics, Andrea Watkins and Eva Sheie uncomplicate what conversion really is and what a “good” conversi...

Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-closing tactics, including the easy campaign that generated over 400 leads and 35 consultation requests with a single email. In this deep-dive episode packed with actionable tactics, Andrea Watkins and Eva Sheie uncomplicate what conversion really is and what a “good” conversion rate looks like. Hear the dumbest conversion-killers we’ve seen, so you can be a hero and fix these common mistake...

Growing an aesthetic practice from 30 to 100 team members in just one year is almost unheard of. Heather Hughes and Jenna Hennig, sisters and coworkers at Austin Plastic Surgeon, weren’t just witnesses to this growth—they were key players. Starting at the front desk, Heather rose to COO while Jenna became a high-performing aesthetic injector. But career growth like theirs doesn’t happen by chance. How did they seize the opportunity and rise through the ranks without getting left behind? Discov...

Talking about money is awkward, right? It’s taboo, it’s uncomfortable, and everyone has unspoken baggage around it. But success in aesthetics requires confidently discussing costs with patients, and being great at it helps you advance your own career. To help you get over it fast, we’ve invited Janelle Robinson, COO of La Jolla Cosmetic Surgery Centre, to confront the when, where, and how of talking about money. Find out how Janelle and her team navigate pricing conversations, build trust, and ...