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.

In this episode we delve into how we can do better at improving our communication bwetween ourselves and our patients. We explore:

Why patients complain
Real complaints vs annoying patients
Dealing with a 'Karen'!
'Silent complaints' - the patients who don't come back
How to dissect a complaint without emotion
How and why you should ask for feeeback from your patients
Google reviews - the pros and cons
Malicious reviews and what to do about them
The implications with refunding a patient
How to tackle complaints amongst your injecting team
How to politely 'fire' a patient
Learning from complaints

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- Access to five main IA Whatsapp groups (General, Injectables, Skin & Devices, Business & Regenerative Aesthetics) + three country specific groups (Australia, USA and UK)

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Dr Jake Sloane:

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David Segal:

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