In an aesthetic practice, handling front desk calls is an art.
The connection you make in the first few seconds matters, and it starts with a warm, genuine greeting. It’s not just about being friendly; it’s about making the caller feel heard and cared for right away.
And when it’s time to transfer that call to a patient coordinator, knowing how to hand off that prospective patient is a skill in itself.
To help you build stronger patient relationships and instantly increase conversion rates, Andrea Watkins and Alli Petriella share their time-tested scripts and tips for the front desk staff.
Listen to our previous episode with Alli, Fake it Till You Make It? Mastering the Mindset of the Front Desk
GUEST
Allison Petriella
Lead Conversion Analyst & Consultant, Studio 3 Marketing
After nine years honing her skills in the intricacies of private practice management and the nuances of plastic surgery sales, Alli dedicates her expertise to helping practices adopt the most effective strategies and conquer their operational hurdles by leveraging the power of cutting-edge software solutions.
Connect with Alli on LinkedIn
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.
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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: Ian Powell
Theme music: Full Time Job, Mindme
Cover Art: Dan Childs
Practiceland is a production of The Axis: theaxis.io
