Episodes

…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 offers. Discovering she did not fit in the organization she chose, she then landed a new role that aligned perfectly with what matters most: culture fit and shared commitment to the patient journey. For anyone who has lost their job or is feeling stuck, here’s how to find a...

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 team to turn tension into trust. By identifying what’s really bothering them (like fear of wasted money or treatment doubt), you can calmly redirect the conversation. Find out when it’s okay to walk away and how to protect yourself when emotions run high. GUEST Jenna Hen...

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 brand, over-automating patient communication so it feels cold or robotic, and chasing shortcuts that ignore compliance, accuracy, or your own clinical judgment. GUESTS Ken Bosan Chief Strategy Officer at Studio III Marketing Ken Bosan is the Chief Strategy Officer at Studio ...

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 practices at Studio 3 Marketing, we bring you the practical ways we’re each using AI to streamline our everyday work. GUESTS Ken Bosan Chief Strategy Officer at Studio III Marketing Ken Bosan is the Chief Strategy Officer at Studio 3 Marketing, where he helps aesthetic p...

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 tips from years in the industry, like having the doctor personally ask happy post-op patients and using simple tools—QR codes, texts, and follow-ups—to make it easy. They cover what not to do (no fake reviews or bribes!) and how to handle negative feedback with professionali...

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 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...

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 Asia Pacific Aesthetics’ surgical director Keri Choy to discuss what truly makes a partnership worth it. Keri shares how Dr. Shim Ching’s million-strong Instagram following attracts patients from around the world, and why genuine, human support from vendors matters more tha...

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, positivity, and a little strategy. From adjusting your own tone and energy to keeping communication open, they share why emotional intelligence matters just as much as skill in an aesthetic practice. And when it comes to bringing up problems, never walk into a meeting with your...

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 “EASE” method—led to a 58% jump in financing applications and completely transformed the way the team approached affordability. Blake Lucas brings together Eva Sheie, Bridgette DeBrino, and Janelle Robinson, COO of LJCSC, to share how practices can build a culture that embr...

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. Great service doesn’t mean letting patients run the show—it means keeping standards high for everyone. Heather Hughes-Hardy breaks down how to reset expectations without losing a valuable relationship. GUEST Heather Hughes Hardy, RN Aesthetics Sales Specialist Heather’s pa...

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 Method), Eva Sheie (The Axis), and Stephanie Deswert (PCC at Berks Plastic Surgery) for a behind-the-scenes conversation on how top practices are staying profitable when patient flow slows. Heather reframes downtime as your biggest growth window, Stephanie shares how she kee...

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 those first moments can shape the entire relationship. Andrea and Alli are back to talk about what really happens when emotions run high behind the front desk. From the “I just want a breast aug” caller who actually needs a lift and augmentation, to the tense moment someone me...

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 expertise, emphasizing that it’s not just about years in the industry—it’s about skill, results, and volume of practice. GUEST Jenna Hennig, RN, Aesthetic Injector Austin Plastic Surgeon Now a seasoned aesthetic injector, Jenna’s career started in women's health as an L&D nu...

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 seem to always make your job harder, one person can throw off the whole vibe. Creating a culture of appreciation and accountability is everything. When internal issues go unchecked—or worse, get whispered about in the break room—it chips away at trust and productivity. But...

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-ROI investments with strategies that get patients lined up around the block. From how to get funds from your reps to the secrets of keeping guests moving through the building—while spending—you’ll learn how to design events that scale and grow. If you want to host events...

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...

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’s like to evolve beyond a role you’ve outgrown, how to leave with grace and your relationships intact, and what it means to lead from the heart through a big, scary transition. Bridgette shares what led her to team up with Belvara Collection, a fresh take on the turnkey s...

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 experience working with hundreds of top practices and a proven approach to increasing prices, Erica’s insights will help you escape what she calls the pricing “rat race” and elevate your brand. From tactics that filter bargain hunters to why you should never buy Instagram follow...