To use AI in the practice in a way that actually helps your patients, you have to know where to start to prevent it from hurting the brand. 

Monique Ramsey defined her practice’s "cosmetic surgery bestie" voice, and built Avery—an AI coordinator that answers some common patient questions and books consultations at 2am while everyone's asleep. 

A year later: 67 hours of coordinator time saved, median response time down from 24 minutes to one, and two-thirds of leads captured after hours.

Hear exactly how she built it, the trials and errors she faced along the way, and the one thing you need to set up before AI can do anything for you.

Learn more about La Jolla Cosmetic Surgery Centre

Get more info about Podium's AI tools.

GUEST

Monique Ramsey
Chief Creative Officer at La Jolla Cosmetic Surgery Centre

As Chief Community Officer, Monique is entrusted with the LJCSC brand and ensures their messaging and communications are consistent, engaging, and accurate. Traditional and digital content creation, social media, graphic design, contests, events, podcasts, and promotions—Monique does it all with style and skill. 

Connect with Monique on LinkedIn

Questions answered in the episode: 

• What motivated you to start implementing AI in your practice?
• How do you train an AI agent to sound on-brand and give accurate answers?
• What real results has AI delivered for the practice?
• What happens when patients reach out after hours?
• How do you handle AI giving wrong or inappropriate answers?
• What are the risks of connecting AI to your patient database?
• What's the first baby step for a practice that hasn't implemented anything yet?
• How do you keep AI from "hallucinating" or making up answers?
• Should the most knowledgeable person in the practice be the one setting up the AI?
• How do you talk about pricing through AI without scaring patients off?

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.
 
HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io 

Most practices obsess over getting new patients in the door, but ignore what actually makes them profitable: getting them to come back over and over.

Clark Cave from Model Rewards joins us to share why loyalty programs are much more than perks—they’re a competitive advantage and without a loyalty strategy, you’re leaving serious revenue on the table.

From the psychology behind awarding points and the power of “switching costs,” hear the real reasons that retention drives  growth.

GUESTS

Clark Cave
CEO, Model Rewards

Clark Cave is an accomplished healthcare executive and entrepreneur with deep experience in both large and small organizations, as well as in developing software for the cash-based aesthetic industry. He specializes in areas like business development, operations, recruiting, and marketing. 
Currently, Clark leads Model Rewards—an innovative patient engagement platform for aesthetic practices. By turning loyalty into data-driven growth, Model empowers practices to boost revenue, retention, and patient relationships through smart rewards and real-time insights.

Schedule a 15-minute demo of Model Rewards

Learn more about Model Rewards

Connect with Clark Cave on LinkedIn

Download Model Rewards, the patient loyalty rewards app

Eva Sheie
Founder & CEO of The Axis

With two decades of healthcare marketing experience, Eva Sheie is a startup veteran, content strategist, and podcast producer. As founder of The Axis, she helps people navigate complex medical decisions through insightful podcasts.

Learn more about The Axis

Follow @axispodcasts on Instagram 

Follow The Axis on LinkedIn

Connect with Eva on LinkedIn

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com.
 
HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

Discounts feel like the fastest way to fill the schedule, but the cycle they create quietly destroys your reputation and hurts the business.

Tackling one of the most controversial topics in aesthetics, Andrea and Alli argue against making deals to book patients — because the consequences attract the wrong clientele, degrade your value, and turn surgery into a negotiation rather than a life-changing experience.

Find out how high-performing practices avoid discounts entirely, why confident pricing actually improves patient quality and conversion rates, and the one rare exception where a small incentive makes sense — and how to use it without undermining everything else.

GUEST

Allison Petriella
Patient Care Coordinator at 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 of 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

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

That new employment contract you’re excited to sign could quietly shape your entire future. Non-competes aren’t just legal jargon; they can decide where you’re allowed to work, for how long, and at what cost.

Healthcare attorney Evan Sampson explains how non-competes work, why enforcement varies wildly by state, and how employers are getting more creative as laws shift. 

They cover what’s reasonable, what should raise red flags, and why confidentiality and trade secret clauses can be just as restrictive as a formal non-compete.

Whether you’re hiring or getting hired, learn how to spot risky language early and avoid learning the hard way after you’ve already signed.

GUEST

Evan Sampson
Counsel, Healthcare at Post & Schell Attorneys At Law

Evan Sampson is Counsel in Post & Schell’s Health Care Practice Group, where he advises health care providers and organizations on a broad range of regulatory, transactional, and litigation matters.

Contact Evan at [email protected] or 856-301-2561

Connect with Evan on LinkedIn

Learn more about Post & Schell

HOST
Eva Sheie
Founder & CEO of The Axis

With two decades of healthcare marketing experience, Eva Sheie is a startup veteran, content strategist, and podcast producer. As founder of The Axis, she helps people navigate complex medical decisions through insightful podcasts.

Learn more about The Axis

Follow @axispodcasts on Instagram 

Follow The Axis on LinkedIn

Connect with Eva on LinkedIn


SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

To believe that you can have a 100% same day close rate, you also have to believe your consultations are won or lost before your prospective patient ever walks into the office.

Alli shares every detail of the proven process she follows to achieve a 100% same-day close rate by eliminating every possible surprise and helping the right patients be confident about moving forward. 

GUEST

Alli Petriella
Patient Care Coordinator at 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 returned to 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

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

Learn more about PatientFi

HOST

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

Money doesn’t have to be the reason patients hesitate, but it often is.

Jenna Hennig is back to share how payment planning helps patients move forward without feeling pressured or sold to. She explains how to introduce financing naturally, frame the cost as monthly payments with confidence, and keep the focus on your patient’s goals, not the price.

Listen for when to bring up payment options, who should own the conversation, and why anchoring works. Jenna shares how she applied these strategies in her own practice, what numbers she tracked, and how much her revenue per month, per appointment, and per patient increased after getting intentional.

New here? Start with Part 1, where Jenna covers the first revenue lever—skincare—and how it sets the foundation for everything discussed in this episode.

HOST

Heather Hughes Hardy
Aesthetics Sales Specialist

Heather’s passion for making aesthetic practices run smoothly has led her to find ways to improve efficiency, simplify things, and build great relationships within the wellness world. As she's grown in her career, she's developed a unique mix of business and management skills, along with a deep understanding of how things work in the aesthetics industry.

Follow Heather on Instagram @heatherhugheshardy or connect with Heather on LinkedIn

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 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.

Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn 

Follow Jenna’s team on Instagram @austinplasticsurgeon

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

Most injectors know the two easiest ways to increase revenue, but something keeps them from actually doing either consistently.

Jenna Hennig shares the two simple shifts can double per-appointment revenue: 

protecting patient results with skincare and securing treatment with smart payment planning. She explains why these aren’t “sales tactics,” but part of ethical, high-quality care.

Listen for when skincare conversations should happen, who should lead them, and how team-wide communication improves the patient experience. Hear the key metrics Jenna tracks and what they reveal about real growth.

This is Part 1 of a two-part conversation. Next up, Jenna tackles the financial side head-on: how to talk about cost without feeling salesy, why payment planning matters, and how confidence—not price—is usually what determines a yes.

HOST

Heather Hughes Hardy
Aesthetics Sales Specialist

Heather’s passion for making aesthetic practices run smoothly has led her to find ways to improve efficiency, simplify things, and build great relationships within the wellness world. As she's grown in her career, she's developed a unique mix of business and management skills, along with a deep understanding of how things work in the aesthetics industry.

Follow Heather on Instagram @heatherhugheshardy or connect with Heather on LinkedIn

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 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.

Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn 

Follow Jenna’s team on Instagram @austinplasticsurgeon

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

If you were hired as a 1099 contractor but should be an employee, you might be at serious legal risk. What looks like a simple arrangement can quickly turn into a costly audit, penalties, and unexpected liability.

Attorney Evan Sampson explains who really qualifies as an independent contractor and how misclassification can backfire for both owners and providers. 

GUEST

Evan Sampson
Counsel, Healthcare at Post & Schell Attorneys At Law

Evan Sampson is Counsel in Post & Schell’s Health Care Practice Group, where he advises health care providers and organizations on a broad range of regulatory, transactional, and litigation matters.

Contact Evan at Post & Schell or connect with Evan on LinkedIn

HOST

Eva Sheie
Founder & CEO of The Axis

With two decades of healthcare marketing experience, Eva Sheie is a startup veteran, content strategist, and podcast producer. As founder of The Axis, she helps people navigate complex medical decisions through insightful podcasts.

Learn more about The Axis

Follow @axispodcasts on Instagram 

Follow The Axis on LinkedIn

Connect with Eva on LinkedIn

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

If consult fees aren’t part of your process or aren’t working, there are other ways to protect the schedule.

Heather Hughes Hardy and Jenna Hennig continue the conversation with practical strategies front desk and scheduling teams can actually use. From collecting a card on file to setting clear cancellation policies, find out how strong communication reduces no-shows and filters serious buyers from browsers.

Hear real scenarios, language that feels natural on the phone, and a simple nurture approach that turns “just looking” into ready-to-book. 

For more on handling consult and appointment fees with confidence, Part 1 is a great place to start!

HOST

Heather Hughes Hardy
Aesthetics Sales Specialist

Heather’s passion for making aesthetic practices run smoothly has led her to find ways to improve efficiency, simplify things, and build great relationships within the wellness world. As she's grown in her career, she's developed a unique mix of business and management skills, along with a deep understanding of how things work in the aesthetics industry.

Follow Heather on Instagram @heatherhugheshardy or connect with Heather on LinkedIn

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 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.

Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn 

Follow Jenna’s team on Instagram @austinplasticsurgeon

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io

Consult fees shouldn’t be what stops a great lead from booking, but too often, they do.

Jenna Hennig unblocks the blockers all front desk teams face: the consultation. Find out why these fees are essential, how they protect the schedule, and why confidence—not the fee—is usually the deciding factor for a yes.

Hear Jenna’s advice on when to mention the fee, how to explain it clearly, and what to say when a caller hesitates. 

Join us next for Part 2, where Jenna shares additional tactics to pre-qualify leads, protect your schedule, and reduce no-shows before they ever happen.

HOST

Heather Hughes Hardy
Aesthetics Sales Specialist

Heather’s passion for making aesthetic practices run smoothly has led her to find ways to improve efficiency, simplify things, and build great relationships within the wellness world. As she's grown in her career, she's developed a unique mix of business and management skills, along with a deep understanding of how things work in the aesthetics industry.

Follow Heather on Instagram @heatherhugheshardy or connect with Heather on LinkedIn

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 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.

Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn 

Follow Jenna’s team on Instagram @austinplasticsurgeon

SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.

SUBSCRIBE
Are you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. 

HOSTS

Blake Lucas, Senior Director of Customer Experience at PatientFi

Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.

Learn more about PatientFi

Andrea Watkins, VP of Practice Growth at Studio III Marketing

Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.

Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas. 

Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Cameron Laird
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io