Inside Aesthetics Ep 218 How to Handle Complaints in an Aesthetic Clinic | Dr Jake Sloane & David Segal
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.
00:00 Introduction 04:55 Podcast Topic Introduction Complaints 06:19 Why Patients Complain 09:28 Expectation Versus Reality 12:33 Emotional Reactions to Complaints 18:16 Learning From Complaints 23:53 Identifying Red Flag Patients 27:02 Cumulative Stress and Patient Experience 30:22 Reading Body Language and Anxiety 32:25 Experience Versus Technical Skill 35:37 Making Complaints an Opportunity 37:39 Clinical Versus Business Complaints 41:39 Silent Complaints and Lost Patients 45:36 Encouraging Patient Reviews 54:57 Telehealth Versus In Person Reviews 58:53 Policies and Complaint Processes 59:49 The Karen Factor and Difficult Patients 61:04 When to Stop Treating a Patient 65:18 How to Handle Google Reviews 67:48 Fake Reviews and Competitor Risks 69:26 Complaints and Legal Risk 72:19 Refunds and Insurance Considerations 74:23 Using Waivers and Legal Protection 76:00 Preventing Complaints Before They Start 79:56 Asking for Feedback and Reviews 82:22 Turning Complaints Into Growth 85:07 Key Takeaways and Final Thoughts 87:43 Wrap Up and Outro