…and then chose the wrong one. Alli’s with the wild story of losing her job to layoffs, picking herself up off the ground quickly, then crushing her job search so hard she had the unique challenge of choosing between seven of...
Handling upset, aggressive, or emotional patients is an art form. When a patient gets heated—even after you’ve done everything right, what should you do? Jenna shares how she stays calm and reminds patients you’re on the same...
Back for part 2 with special guest Ken Bosan, we flip our conversation to the “don’ts” to help you avoid making costly mistakes or offending patients. Some of the big no-no’s include letting generic AI copy speak for your bra...
While AI shakes up the world, inside the practice we’re getting lofty sales pitches and feeling a mix of curiosity and anxiety over being left behind. With special guest Ken Bosan, who leads strategy for hundreds of aesthetic...
Getting great patient reviews isn’t luck—it’s strategy. Andrea and Eva talk about how to make asking for reviews feel natural, why timing matters, and what really motivates patients to share their stories. Eva shares proven t...
Disappointment happens, but it doesn’t have to derail the relationship. Seasoned injector Jenna Hennig shares how she learned to stop taking patient feedback personally and start turning tough moments into deeper trust. From under-promising and...
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 rem...
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 co...
In the aesthetics industry, vendor partnerships can amplify your growth—or quietly drain your time, budget, and brand. Andrea Watkins sits down with marketing strategist Eva Sheie, conversion expert Heather Hughes Hardy, and...
A leader’s mood sets the tone for the whole team, and if they’re having an off day, you’ll feel it. But always remember that it’s not about you. Andrea and Alli break down how to navigate those tricky moments with grace, posi...
Talking about money in a consult can make even the most confident coordinator hesitate. But what if that moment didn’t have to feel awkward at all? At La Jolla Cosmetic Surgery Centre, one small change in language—using the “...
Some patients are so loyal, they start to feel like friends. But loyalty can have a dark side when personal-professional boundary lines blur. Letting “frequent flyers” bend boundaries only creates chaos for the whole team. Gr...
You know those times when the phones get quiet and everyone starts to worry? This is the episode you’ll want your whole team to hear before that happens. PatientFi’s Blake Lucas sits down with Heather Hughes-Hardy (CORE IT Me...
You can usually tell within the first few minutes of a call when a patient might be a challenge. It’s not always attitude. Sometimes it’s nerves, expectations, or a few too many Google searches. Either way, how you handle tho...
Every day, Jenna Hennig is asked about her age. She used to get nervous when patients questioned her age or experience. Over time, she’s learned how to respond with confidence and ease by reframing the conversation around exp...
In fast-paced aesthetic practices full of women, it’s normal for there to be some friction. But when team dynamics get tense, it’s up to leadership to set the tone. From coworkers with tough communication styles to those who ...
Patient events are risky because if you fail, it’s an expensive, time-consuming, and overwhelming mistake. But what if events could be your most reliable growth engine? Aaron Toly reframes events from “cost centers” into high...
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 objecti...
“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 th...
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 ...
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. ...
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 produc...
After 15 years at the same practice—where Bridgette DeBrino grew from clinician to operations lead—she made the tough call to walk away… not out of burnout or bitterness, but because it was simply time to change. Hear what it...
When the competition pushes fees down, it’s tempting to slash prices just to keep up. But Erica Crawford says, don’t do it! She reveals what it takes to reach the top of the market while others race to the bottom. With experi...