Angry patients aren’t just upset for no reason. They’re feeling unheard, disrespected, or scared, and how you respond in those first few moments can make or break the relationship.

Heather Hughes Hardy and Jenna Hennig share real-world stories and proven strategies for turning tense moments into trust-building opportunities. 

Role-playing tough scenarios and creating clear escalation protocols can help your whole team feel more confident and prepared when things get heated.

Learn how to validate emotions without losing authority, why staying calm is contagious, and how to handle confrontation without letting it rattle you.

GUESTS 

Heather Hughes HardyAesthetics 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

Jenna Hennig, RN, Aesthetic InjectorAustin 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.
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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 Conversion Consulting, Studio 3 Marketing

Andrea’s journey in the aesthetics industry began as the COO of a thriving plastic surgery practice, where she gained firsthand experience in optimizing operations and driving growth. Now, as the Vice President of Conversion Coaching at Studio III, she works closely with multiple practices, providing expert guidance to accelerate their success. Passionate about equipping teams with the right tools and strategies, Andrea helps individuals excel in their roles while simultaneously enhancing overall practice performance.

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: Daniel Croeser and Spencer Clarkson
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs

Practiceland is a production of The Axis: theaxis.io