Episodes

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...

Patients don’t always say what they’re feeling, but their body language gives it away. Heather Hughes Hardy and Jenna Hennig break down how to spot the silent signals of hesitation, confusion, or discomfort, like fidgeting, shifting eyes, or sudden...

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 w...

Most of us were never taught how financing actually works. We nod along when APR or compound interest comes up, hoping no one asks follow-up questions. Blake answers all the “dumb” questions we’re secretly asking, from how tr...

If your job is draining the life out of you, but you keep telling yourself to just “push through,” Kelcy Heringer was there too. Five years went by before she realized she was stuck in a cycle of burnout, self-doubt, and car...

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 ...

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...

Think being nice and avoiding conflict makes you a better leader? Think again. Kelcy Heringer played nice until she saw that real respect comes from honesty, not people-pleasing. Now she’s all about leveling the playing field and speaking up even...

Active listening is more than nodding along. It’s about tuning into the words, tone, and emotions behind what patients are saying (and not saying). When you pick up on those cues and mirror their language, trust starts to for...

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 c...

Going above and beyond at work but still not moving up? The unpleasant truth is that hard work alone won’t get you promoted these days. You have to own your career growth. No one else will do it for you. What actually moves t...