Episode 218 showcases our hosts Dr Jake Sloane & David Segal.

As injectors and clinic-owners, we don't always get things right. And even when we do, our patients don't always see it that way. Complaints can vary from mild nuisances to full blown medicolegal nightmares. They will always occur in some form and they can cause significant anxiety for businesses and injectors alike. 

In this episode we delve into how we can do better at improving our communication bwetween ourselves and our patients. We explore:

• Why patients complain
• Real complaints vs annoying patients
• Dealing with a 'Karen'!
• 'Silent complaints' - the patients who don't come back
• How to dissect a complaint without emotion
• How and why you should ask for feeeback from your patients
• Google reviews - the pros and cons
• Malicious reviews and what to do about them
• The implications with refunding a patient
• How to tackle complaints amongst your injecting team
• How to politely 'fire' a patient
• Learning from complaints

 

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Did you know that we have an online injectable education and business mentoring service called IA Patreon? Get access to the following benefits:

- Access to five main IA Whatsapp groups (General, Injectables, Skin & Devices, Business & Regenerative Aesthetics)  + three country specific groups (Australia, USA and UK)

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IA Patrons can also access:

Business mentoring opportunities with David (additional cost, limited slots)

Shadowing opportunities in clinic with Dr Jake (additional cost, limited slots)

 

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Dr Jake Sloane:

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Dr Jake's website

David Segal:

Follow David on Instagram