Every consult eventually hits the moment a patient goes quiet — “let me think about it,” or the call that opens with “just tell me what a tummy tuck costs.” How you handle that pause decides whether the patient moves forward or walks out the door.

Pulled from the Practiceland vault, we’re bringing you the sharpest objection-handling moments our guests have ever given us, stitched into a single masterclass.

Jenna Hennig, Alli Petriella, and Janelle Robinson break down why hesitation is almost always fear, trust, timing, or a missing “yes” from someone at home — and why the price is rarely the real reason a patient stalls.

Get the exact language that works: how to ask the right questions before you ever quote a number, how to anchor a price so it lands as a monthly payment instead of a sticker shock, the one gentle sentence that opens the payment-plan conversation without putting a patient’s guard up, what to do when an application comes back denied, and how the words your team uses every day quietly shape the culture of the practice you work in.

Questions answered by this episode:

1. What do you say when a patient asks how much a procedure costs?
2. How do you handle price objections in a consultation?
3. How do you talk to patients about payment plans?
4. Why do patients say they need to think about it?
5. How do you present pricing without scaring a patient off?
6. What should the front desk say when someone asks for a price?
7. What do you do when a patient can’t get approved for payment plans?
8. How do you ease a patient’s fear of anesthesia?
9. Should aesthetic practices offer discounts to book patients?
10. What is price anchoring and how does it work?

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 nurse. Her specialties include facial balancing, tackling cellulite, combining different treatments for high-impact results, reducing sweat, melting away fat, and using biostimulators to fight aging and tighten skin.

Connect with Jenna on LinkedIn

Follow Jenna on Instagram @austinbeautyboss


Alli Petriella
Patient Care Coordinator, Steven Camp, MD Plastic Surgery and Aesthetics

Alli is a results-driven sales professional and consultant with 12+ years of experience helping healthcare and aesthetics practices grow through technology, strategy, and process optimization. She specializes in guiding practices to overcome operational challenges and maximize growth by leveraging cutting-edge software solutions and streamlining patient care. Alli recently moved back inside the practice as a Patient Care Coordinator to partner with patients on their surgical journey and restructure the patient intake process.

Connect with Alli on LinkedIn


Janelle Robinson
Chief Operating Officer, La Jolla Cosmetic Surgery Centre

Janelle Robinson keeps things running smoothly as the COO of La Jolla Cosmetic Surgery Centre, where she also leads the patient coordinator team. She started as a marketing coordinator and worked her way into patient coordination before stepping into operations — so she understands every part of the patient journey, from the first ringing phone to the final yes.

Learn more about La Jolla Cosmetic Surgery Centre

Practiceland is presented by PatientFi — the patient financing partner built for aesthetic practices. PatientFi gives your patients access to flexible payment plans and gives your team the tools to offer financing confidently, without the awkward money conversation.

Learn more at patientfi.com/aesthetics