Inside Aesthetics Dr Jake Sloane & David Segal - 'How to handle complaints in an aesthetic clinic' #218
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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