Welcome to The Scalpel of Truth, the podcast providing cutting insight on how to rise to the top in the medical aesthetics industry, with your host, Lisa Krauss, aka The Bitchin' Beautician.
That's Lisa with an E, which stands for explicit, because in this surgical suite, she won't sugarcoat the truth, and yes, there will be some seriously salty language, not suitable for sensitive souls, children, nor pets.
As a business consultant, Lisa shares the knowledge and lessons she's gleaned over 30 years in the industry.Time spent working directly with patients, managers, and med spa owners alike.
Her practice growth strategies are sharp, her stories and wits sharper, and her panache for bringing the spice, the sharpest.So buckle up, bichachos.Lisa's about to slice and dice another episode of The Scalpel of Truth.
Bichachos, welcome back to another episode of The Scalpel of Truth with me, Lise, your go-to profit strategist and business consultant.I'm here to cut through the bullshit in our industry and tell it like it is.
Today, we're diving into something that might make a few squirm, and that is sloppy operations.I know some of you out there are running chaotic clinics, and let me tell you, that shit's costing you money, time, and patience.
Now, you know I'm not here to sugarcoat shit.So if your clinic's a mess, your results will be just as sloppy.And if you don't invest in your med spa, you are going to be delivering mediocre results.And nobody wants that.
So let's get real about what's working and what's not. Here's the legal part I need to read.This podcast is presented solely for educational entertainment purposes.Guys, I'm just your beauty business bitch.
I'm not a licensed therapist or an HR representative, nor am I a lawyer.This platform's used to share my experiences with what's made me a successful service provider, a manager, and a business consultant for those who sue my coach.Got it?Beautiful.
So we're going to go through some do's and don'ts.High level around clinic operations.Something that is, I like the don'ts.Let's do that first.Okay.So something that is a don't is don't be a babysitter.
If you find yourself constantly having to micromanage your team, something is off.You have hired Toddlers, not adults.You've hired paycheck collectors and not revenue generating business builders.
So you need to set clear expectations and make sure that your team knows how to run the show without you hovering over their shoulders. don't skip training.I don't care how long someone's been in this industry.
Your med spa has specific procedures, protocols, expectations.If you're not training your team properly, you're going to be stuck cleaning up their messes later.So training isn't an option.It is mandatory.
And another thing that I'm noticing, and you know, I love my nurses.I love nurses are crushing it in our space.Something that is
less than savory from some of our nurses though is that they'll come into the industry and be like, I've been a nurse for 20 years and now I am in this industry and I've been an injector for a year.
And they come in with a lot of ego and this is going to be very unpopular, I know that.So here's the thing. I love that you've got a background in medicine.I love that you've got a background in nursing.This industry is a little bit different.
You're not selling retail or recommending things that people don't need at the hospital.So it is different.So you need to know the specific procedures and you need to be trained on sales and things like that in our industry.
So you can't skip the training. Because it doesn't matter how long you've been in the industry, on the medical side, or what have you, you're new to this.Unless you were selling cosmetics-grade skincare at the hospital you were at, like, no.
So we need to make sure that we are not skipping training. Don't tolerate slackers.If you've got someone on your team who isn't pulling their weight, they're dragging your whole operation down.So stop letting poor work ethic slide.
Excuses do not pay the bills.I hear so many different excuses.I work with so many clinics, so many excuses I hear from staff on why they're slacking.I didn't know or nobody told me or I missed this. memo or the team meeting or the team training.
You cannot tolerate slackers.And don't let your reception be the bottleneck.I see this a ton.Your front desk is the heartbeat of your clinic.If they are overwhelmed and disorganized and untrained, your whole operation is going to go to shit.
So make sure your front end staff are efficient, professional, they look the part, and they're at the top of their game.They need to be speaking intelligently about every single treatment and service that you offer in your med spa.
Let's uplift us into some do's, okay?Do streamline your processes.Every single touch point from when a patient walks in the door to when they check out needs to be smooth as fuck.
If somebody is taking too long to do something, if things feel chunky, clunky, you need to fix it.When it comes to the patient experience, every second counts. Some examples I want to go over.I'm going to give you some on cleanliness.
I have visited a couple clinics lately and worked with some of my clients who have had treatments in their clinics.This is something that we need to be mindful of, and that is cleanliness.
And it's so crazy that I would even have to talk about this, but I'm going to give you some examples.
So if I am a patient or a client and I'm coming into your med spa or your hair salon or your nail salon, whatever beauty business you have, I'm rolling up and if there is hair on the floor of that salon and color bowls that haven't been washed or that combs and brushes are not coming out of barbicide,
Or if I'm getting my nails done, there's dust everywhere, fingernail clippings from the previous patient and your nail files are not clean and not coming out of something that's like disposable right in front of me.
If you're a laser tech and you hand me a pair of goggles to put on that is full of someone else's sweat and makeup, Guys, all of these things are fucking disgusting, okay?They need to be addressed.
Cleanliness and examples of streamlining processes, you need to do a touchpoint walkthrough to make sure your patient experience is great. And when I say great, I mean exceptional.
The other thing we need to do is make sure we're making accountability non-negotiable.Every single person on your team, whether they are a contractor, an employee, they need to know their role and they need to know their tasks.
So again, no more, I forgot, I didn't know.You need to make those things crystal clear for who's responsible for what.And then you need to hold them to it.It's not harsh.Guys, I know what you're thinking.Ooh, this is so harsh.It's not harsh.
It's how you're going to run a successful business. invest in systems that work.
Whether it is our booking software, our inventory management, patient follow-up for protocols, invest in systems that support your clinic, not ones that slow you down and are cumbersome.If your current system is a total mess, it's time to upgrade.
And I know changing software is absolutely fucking painful.
If it's inefficient though, and cumbersome, the stuff and the systems that you're using right now, you're not gonna be able to pull the reports, data, or anything else that is necessary to run your practice.
day-to-day for any of your needs, your performance reviews, you've got to make sure that you've got systems in place that work.The other thing we need to do regularly is our team check-ins.Guys, I've talked about this.This is temperature checks.
Make sure that none of your team members are running a fever and going to bugger off and take patience or take team members, right?Don't wait till shit hits the fan to talk to your staff.
Regular open communication is key when catching small issues before they blow up in your face.And trust me, the team has opinions and you definitely want to listen to them.
The only thing I'd be mindful of is be careful listening to the whiners that you keep on staff, that you don't have the balls to let go and fire, because those aren't the people you really want to listen to.Those are paycheck collectors.
We don't need to listen a lot to those.Those folks need, they need to be let go.Someday you're going to do it.
The folks that you want to listen to are the revenue generating business builders who have that entrepreneurial spirit and that they see processes and things that need to be changed like protocols in your practice, efficiency changes.
Those are the people you want to listen to.So if you're not running a tight ship, you are losing money, and you're going to be losing patience.Not only your patience are going to be lost, but your paying patience are going to be lost.
Every piece of your operation needs to be smooth.From how your patients are greeted, to how quickly your rooms are turned over.Sloppy operations will lead to sloppy results, I assure you, and you are not here to be mediocre.I know that for sure.
You wouldn't be listening to this if you were mediocre. Now before we wrap this up, if you have not signed up for Club Bachacho yet, because I know you need to, I invite you to head over to scalpeloftruth.com.
I want you to get set up with a Club Bachacho membership.It is only $14.99 USD a month. $14.99.If you do an annual membership, you're saving some money and it's $150 US for the annual membership.
I know damn well that you have spent so much more on so much less.If you are a part of this VIP club, you're gonna get some exclusive content that's gonna help you get your shit together even more.
In bonus content, you're going to dive deep into tactical tips, right?
That's what we're doing on this episode if you're a club member, is we are kicking it into high gear and we're going to be talking about, in the extended version, how to run operations and audit your clinic without having that blame game for the people working for you.
The right way to get your team's feedback on what's working and what's not. other things like how to introduce changes without whining and eye-rolling from the crowd that usually tend to do that, okay?
So if you're in Club Bachacho, that's what we're serving up hot for this episode.If you're not a member yet, What the hell are you waiting for?I love giving you this free content.That is amazing.But the extras, that's what you're going to get.
And that's what I want to give you.So sign up, get into the action, start running your clinic like the powerhouse it's meant to be.And the link will be in the show notes.So I'm going to see my VIP club bichachos very soon for the extra content.
And for the rest of you, I love you.Until next time, stay focused, stay fabulous. Keep sharing this podcast episode with your staff and your colleagues and for fuck's sakes, tighten up those operations.I love you.
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