Dynamic Consultations
Patients in search of medical aesthetic and laser treatments are plentiful these days. The medical aesthetics space has become a billion-dollar industry. Unfortunately, the internet seems to be the first place people go to for information instead of a trained professional. After patients exhaust themselves trying to figure out what services they need in order to reach their skin health goals on Google, they will land in your consultation room.
Learning How to Handle Consultations
In the Med-Surg programs, we outline what a good medical aesthetic consultation looks and sounds like so you can assert yourself as the expert. We even prepare you for curveballs, so you can take and maintain control of most situations that pop up. The most important element is confidence in your knowledge. If you don’t understand the ins and outs of your treatments, then how can you expect to help a patient understand them? Being comfortable answering any question they might have, to their satisfaction, will showcase your depth of knowledge and confidence in your ability to get the desired result. If they are looking for other sources, the manufacturer of the device or product they are looking into will typically have lots of information on their website. Remember that these devices and products are medical-grade, FDA regulated and generally come with treatment guidelines and contraindications, so the data on their websites is totally unbiased. Just make sure the information you provide doesn’t contradict manufacturer information, or you will immediately lose credibility. A higher education and understanding of anatomy, physiology and histology as it pertains to your services will always win over a smarmy sales pitch. I highly discourage patients looking up personal reviews online because they are getting the opinion of a stranger that usually has no clinical understanding of the treatment they are reviewing. I see it all the time!
Example of an Aesthetician Consultation
Starseeker1539 (fictitious username) says “Don’t waste your money on a Micropeel. They do not do anything! It’s been a week and I never had any peeling.” (not a fictitious review)
Here’s the thing, traditional peels produce visible skin sloughing 3 days after the peel is administered, but a Micropeel’s main claim to fame, and why it is arguably one of the absolute best in-office maintenance treatments, is its ability to give you the results of a mild peel without residual peeling. That means that all the work is done in the treatment room….NO DOWNTIME! Starseeker1539 has no way of knowing that if it wasn’t properly explained to her in consultation.
No matter how well your consultation goes, it eventually comes down to how much trust your patients have in you. Be the provider that your patient trusts to formulate and carry out their treatment plan. Once your patients’ concerns are identified, recommend the most efficient tool for the job and at least one other alternative 9even if ‘no treatment’ is the other alternative).
Some patients will come in and insist that they want a particular procedure because they saw a Hollywood star’s picture from the red carpet and their skin looked amazing and that’s what they had done. Everyone’s skin is different. They are wearing makeup. They likely have had many different treatments; this is just one of them. Again, help your patient cut through the marketing and figure out what will work best for them…it’s what we are here to do. Like any other occupation, we have tools of our trade that function in different ways for different purposes. Sometimes their functionality overlaps, but there is almost always one treatment that stands out as the most desirable option. Think of it like this: If there were an unwanted nail stuck in your wall you could probably get that nail out with a screwdriver, but you might damage the surrounding drywall and or paint. The more efficient tool is the claw of a hammer, so of course that is what you would use. You should also let your patient know that none of the in-office procedures we perform are a one-and-done magical fix-all solutions. Many require multiple treatments or modalities and some level of preparation and good home care to maintain. Do you feel like all your patient is hearing throughout your consultation is cha-ching, cha-ching, cha-ching? Of course, all of this will cost money, but a good provider can help patients get the ball rolling within their means. You can work together over time to set up a plan for future procedures as they fit into your patient’s budget or get them thinking about a layaway-type option so that they can pay for their treatments in increments over time. Be creative.
Foster Mutual Respect Between Yourself and the Patient
The relationship you build with your patients should be one of mutual respect. You should never give a “used car salesman” vibe. There are varying degrees of education and professionalism within our industry, and it is imperative to continually educate yourself on the most up-to-date technologies and protocols. Once you establish yourself as a leading expert in your field, your patients will always defer to you. Likewise, the more we work with a patient’s skin, the better their outcome will be because we are better able to predict how their unique skin type will respond to a treatment or procedure. Be honest about expectations so they can temper them if need be. Ask for feedback so you can adjust appropriately. You want to provide the best experience and results possible and the only way to improve is being open to constructive criticism. Your long-term success depends on it!