Patients don’t always say what they’re feeling, but their body language gives it away.
Heather Hughes Hardy and Jenna Hennig break down how to spot the silent signals of hesitation, confusion, or discomfort, like fidgeting, shifting eyes, or sudden posture changes, and what to do when you see them.
Find out how to adapt to different personality types and create a space where patients feel safe opening up by reading body language cues and learn the secrets of reading the room to completely change the direction of a consultation.
GUESTS
Heather Hughes Hardy
Aesthetics Sales Specialist
Heather’s passion for making aesthetic practices run smoothly has led her to find ways to improve efficiency, simplify things, and build great relationships within the wellness world. As she's grown in her career, she's developed a unique mix of business and management skills, along with a deep understanding of how things work in the aesthetics industry.
Follow Heather on Instagram @heatherhugheshardy or connect with Heather on LinkedIn
Jenna Hennig, RN, Aesthetic Injector
Austin Plastic Surgeon
Now a seasoned aesthetic injector, Jenna’s career started in women's health as an L&D nurse. Her specialties include facial balancing, tackling cellulite, combining different treatments for high-impact results, reducing sweat, melting away fat, and using biostimulators to fight aging and tighten skin.
Follow Jenna on Instagram @austinbeautyboss or connect with Jenna on LinkedIn
Follow Jenna’s team on Instagram @austinplasticsurgeon
SHE DID WHAT?
Got a wild customer service story or a sticky patient situation to share? If your tale makes it into our "She did what?" segment, we'll send a thank you gift you'll actually love. Promise, no cheap swag here. Send us a message or voicemail at practicelandpodcast.com.
SUBSCRIBE
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HOSTS
Blake Lucas, Senior Director of Customer Experience at PatientFi
Blake oversees a dedicated team responsible for managing patient and provider inquiries, troubleshooting technical issues, and handling any unexpected challenges that come their way. With a strong focus on delivering exceptional service, he ensures that both patients and providers receive the support they need for a seamless experience.
Learn more about PatientFi
Andrea Watkins, VP of Practice Growth at Studio III Marketing
Andrea Watkins, Vice President of Practice Growth at Studio 3, coaches plastic surgery and aesthetics teams on patient acquisition, lead management, and practice efficiency to drive measurable growth. Formerly COO of a multi-million-dollar practice that nearly tripled revenue under her leadership, she now partners with over 100 practices nationwide—helping them capture and analyze data, streamline consultations and booking, and align staff training with business goals. With a directive yet approachable, non-salesy style, Andrea turns data into action, empowering practices to boost conversions, maximize marketing, and elevate the patient experience in a competitive market.
Learn more about Studio III Marketing and LeadLoop CRM for plastic surgery practices and medical spas.
Co-hosts: Andrea Watkins & Blake Lucas
Producer: Eva Sheie @ The Axis
Assistant Producers: Mary Ellen Clarkson & Hannah Burkhart
Engineering: Sydney Gladu
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs
Practiceland is a production of The Axis: theaxis.io
