Dr. Chris Croley and Jerry Drinkard, NP are going “behind the scenes” at Skin & Tonic—sharing what a typical day actually looks like and why the best patient experience is built from dozens of small, invisible choices.

They talk about the real reason people don’t complain (they just don’t come back), how retention becomes the ultimate report card, and why going through your own “patient journey” is one of the smartest things you can do—before you spend more on marketing.

You’ll also hear their honest take on different med spa models (high-touch boutique vs high-volume “factory style”), how they divide responsibilities between patient care and business operations, and the unglamorous routines that keep the clinic feeling calm, clean, and premium.

If you’re a patient, this episode will change how you see your appointments. If you’re a provider or practice owner, you’ll get a practical reality check—and a lot of ideas you can apply immediately.

Follow Beauty & The Brain so you don’t miss next week’s episode—and share this one with someone who loves the “how it works” side of beauty and wellness.