Gretchen Frieling, MD, owner of G Face Academy, discussed her journey of building her medical esthetics practice over six years. She emphasized the importance of team support, mentorship, and empowering team members through leadership and business training programs. Gretchen highlighted her upcoming in-person conference in December focused on ultrasound and anatomy for injectors. She also mentioned the launch of a new Cape Cod location and the success of her skincare line, Swear by G Face. Gretchen shared her approach to patient experience, including pre-payment for treatments and a VIP program to enhance patient loyalty and satisfaction.

Transcript

This is medical millionaire the podcast, helping your Med Spa increase in status, visibility and profitability. Join your host as he dispels myths, shares trends and gives you actionable steps today that will take your medical practice to the next level. Here’s your host, expert marketer and founder of growth 99 Cameron Hemphill,
hey guys. Cameron Hemphill, here, medical millionaire, your host for the medical Millionaire podcast. Hey, want to welcome Dr G face. MD, Gretchen Freeling, the owner of G face Academy. G face, MD, swear your skin. Face it virtual. I am I missing something?
No, you got it now we’re doing face it live this year, and we’ll talk all about it. So thanks.
Gosh, you’re a busy, busy lady. How do you do it?
Oh, that’s a loaded question. We can talk about all the tips and tricks, you know, I don’t know how many I have, other than not much sleep, no, but we can talk about all those things.
Yeah, absolutely. I mean, so you’ve had your practice for how long?
So we are coming up on six years in September, which it feels long, but it also feels short. You know, I think it’s taken a long time to get everything up and running, but now things feel like they’re moving a lot quicker, if that makes any sense at all. So yeah, six years,
six years, oh my gosh. And I mean, when you were about to open your practice, like opening up a business of practice takes so much work, so much as it evolved. I mean, imagine, like, going back, okay, what was my practice then versus what? What is it today? And then in between the progress, the blood, sweat, tears, cries, like late nights, early mornings, missing plane rides, I’m sure, like, all like, like, how do you keep it? How do you keep it going? Like, because you’re all, every time I see you, you’re happy in your full life, and you’re just like, you, you fill up the room. You know. Really do like, we’ve gotten to know each other over the years. And it’s like you have that ability to lighten up the room, you know, yeah, how do you how do you, like, just, you know, like, where from where it was to where it is now, like, talk us just a little bit about, you know, that that journey, and how does somebody get to that path? How do they keep it going? Yeah,
so things change when you have a team versus when you’re by yourself. And so I would say I was alone for the beginning of G face, MD, which, for those of you that don’t know, we are right outside of Boston in Wellesley hills, Massachusetts, and we’re opening on Cape Cod in a couple months, if we ever break ground, because we’re still waiting on the parents three months later. But that’s a whole other issue. So it’s a whole different ball game when you are working for yourself and building a brand and a practice and maybe have one other person helping you with front desk or, you know, office work. But when you have a team, you then have to take care of your team. And I always tell them, they are absolutely number one for me, and patients are number two. And some people would argue, how is that possible? Well, if you don’t have a strong team, you can’t take care of your patients appropriately, effectively and manage them to the best of your ability. And so team for me is number one, and how do I do it? Well, you have to learn how to compartmentalize, I guess is what I’ve learned over the years. And everybody has issues. I have issues. You have issues. Everybody has issues, and it’s not my job to transfer my issues to my team, right? And it means you have to figure out another way to work through all of the things behind the scenes, but to stay positive and encouraging and be that mentor and support for them at all times. I mean, I’m not perfect, and every day is not perfect, and I think what I’ve realized about myself is when I feel this intense stress of a morning routine with my three kids and getting into the office, and I come in like a tornado. I own it, and I tell my team, I say, I’m warning you, I’m a little crazy today, but at least they know that I have insight into my behavior. And I try to take a deep breath and and not transfer that energy. Sometimes it’s unavoidable,
sure, sure, yeah. And so, I mean, so like throughout this by putting your team first right. And I’m sure there’s so much mentorship that also goes along, like, when they at some point, whenever that whenever that time is, like, you know, I hate to say it, but there’s an expiration date, like, on, on things, right? But they’re going to have tools that they can take through the rest of their lives. So not only do they work at the practice, they’re also learning a tremendous amount from a somebody that is. Very much a industry leader and expert in the space,
yeah. And that brings me to something I developed recently, because I’m only one person, and at the moment, I don’t have a business manager. And some people will say, How in the world do you do that? And I just do it, because I do it. Is it ideal? No, but I have transferred saying I don’t have something to how can I empower my team members, maybe, to do something a little different? And so I did a poll, and I asked them, we have one on ones every month. And I asked them individually, who would be interested in more of a leadership slash mentor slash business track. And now when anybody joins the team, they can choose, and they can always change it. They choose, okay, I’m interested in having admin hours and business hours to help grow this business, almost as like a nurse manager or no. I just want to learn to inject. And it’s opened up this whole new world for them, where not only, not only are they learning how to build a business and grow it, but they’re really helping me. So through that, I also have a mentorship program where depending on how you come in and what role you’re hired to do, you get a direct mentor, and they assist you. They they help you grow in every way. And then after that, to incentivize the mentor, they will receive pieces of their mentees, treatments that they do for a certain amount of time. So it’s almost, it’s a structure of how kind of insurance reps My husband gave me the idea to insurance reps grow there, you get percentages. So they’ll get a little bit just because they taught them what to do for a certain period of time. And it’s, it’s worked really beautifully. The relationships that have been built are gorgeous. It’s relatively new, but it’s worked well so far. So that’s
really cool, yeah, so I mean, there’s something, something for them to look forward to, right? It’s more than just like, hey, I’m going to, like, nine to five at the practice, whatever. There’s something there. That’s whether it’s incentivization, uh, whether it’s, you know, learning something, taking someone under your wing. Like, I mean, they’re, they’re basically working somewhere cool, right, learning from the best and and getting paid to do it, that’s pretty I mean, it sounds
boring, it’s it’s amazing. And I think I, I am one of those people that, you know, whatever you do on a day to day basis, basis, it gets old. It’s a job. You do the same thing every single day. You know, yes, you have different patients, and the days are a little bit different, but you don’t want to get into this cycle of, Okay, same thing over and over. So to give people options, maybe they don’t want them, but it’s exciting. And the other day they were all back in admin office doing blogs. They were so excited. And the way, you know, now streamlining, we have so much content, how can I and it seems so straightforward, how can I streamline all of this content that I’m writing down my brain dumps from reading into blogs, then into YouTubes, then into podcasts? Well, it’s all there for me. It’s just putting the structure into place. And what was my rate limiting step? My rate limiting step was having a script for myself and knowing what I was going to talk about for a YouTube channel, and that’s why I kind of stopped, but we’re coming back again. So now the podcast, or the scripts, will be written and formulated by my team, and then they’re learning empowering themselves. They’ll give those to me. I’ll speak on YouTube and add in my two cents, and then I’ll go to a podcast, so we’ll see how it goes. Does that sound good to you?
Yeah, that’s great. Sign me in, yeah.
So that’s just the stress of all the preparation and the same time they get to learn. So
yeah, you’ve, you’ve, you’ve built the assembly line around content strategy and then putting it out there absolutely no, that’s gonna be huge, like, you know, like, more and more content that you can add to YouTube, to podcast, through voice, through video, helps so much. It’s almost like, you know, because we work together from on the growth 99 aspect and also in the practice like the digital side. But when it comes to like the YouTube, your voice, your expertise, your face, your humor, right? That comes from you, you know what I’m saying, like,
not very good humor. Well, I mean, yeah,
it is, but you got to give yourself more credit. But, yeah, I mean, it’s, it’s the personality that you, you have to, you have to show and, and you’ve done a good job on that, like, I follow you on social media, you know, and you’re not afraid to to get out there and and show the Gretchen world, right? Which I think is really cool. I think a lot of people kind of get scared to like show, like that stuff. Should I post it? Should I not? Post it, I don’t know, get anxiety or whatever. You’ve done a really good job with that saying, You know what? This is me and and take it or leave it like it. Everybody likes it, right? And in, I don’t know. I mean, did that take a while to
talk so
I hear it all the time, like, I don’t, I’m afraid to see, you know, like I hear that all the time. So yeah, talk about that.
I think there are so many fears associated with specifically somebody who is looking to break into a new job or wanting to break into esthetics, and they just don’t know how. And I think there’s two main fears. One big fear is the fear of failure, right? So we’re scared we’re going to fail. We don’t know what we’ll do when we fail. And honestly, failure is what’s gotten me to where I am today. You’ve learned the most from your failures. It sounds so cliche, but it’s so true, and it gets easier and easier and easier, but it’s not it’s not easy. And then I think another thing which is interesting, and it plays into kind of sharing a lot of your personal life on social media. Some people just aren’t comfortable with that, and that’s fine. However, there is a fear of success. What do I do when I have success? And what’s the difference between success and leadership and growth in a bigger way, success, I believe, is a little bit more personal. But what is success to you? Are you scared to be successful? Are you scared to manage all of the input you’re going to receive? And I think that’s a real thing, because my life has changed drastically since social media, and I can’t go anywhere specifically locally without really knowing somebody. And I love that, I love people, I love interactions, but you do get tired. It’s not a joke. So that’s interesting, you know? And then there’s the fear of, essentially, authenticity. Are you ready to share who you are? Are you ready to be authentic? Because you can fake authenticity. I believe for a long period of time, you can pretend that you’re being who you are and parrot from other people. And to be honest, I’m still working on who I am. I’m always working on who I am. Am I authentic? Yes, but just wait, I think I’m going to become a little bit more different. I don’t know. I have a big birthday coming up, you know, so we’ll see everybody 21 Yeah, jeez. So I think fear of authenticity, you have to be ready and willing and able to understand who you are and be vulnerable. So that’s a big thing. All of those have gotten me to where I am, and obviously still growing. So
you that was very powerful, like you said so many things in there that I can relate to, and also the audience that tunes in can can relate to as well, because fear is so is so real. Hey, I’m afraid to whether it’s posting something or a new job or whatever, am I going to fail? And you know, I think the mindset is it could be like how you’re raised, how you’re brought up, maybe a previous like failure that just trapped you or something. But if you can change that mindset to failure is actually what helps you learn from wins, right? I’ve learned more from failure than I have from wins. Like 10 volt, which is, every time you lose, you actually win, right? Which is, which is great, you know? And then, like the vulnerability aspect as well, like the ability to be authentic and kind of like not care, you know, it’s also really helps with your with your growth, with your growth mindset,
yep. And what makes you different? And all of these things seem so easy to say, and everyone will say, how are you successful on social media? You know, every panel I’ve been on for social media related issues with purposes, be authentic. Be authentic. Well, okay, but what is that? How do I do that? How? What does that mean for me? How do I do that? And it’s honing into things that you may not like about yourself, or traits that you don’t like about yourself or right? I have no hair. This is all fake, right? And I talk about it all the time. But be real about it. Be real about things that may good point what? What is it that we that makes us who we are? And maybe it takes somebody to talk to you about that right conversations that you have with people, interests that you have, it’s not easy to be authentic, and especially if you’re trying to get into an industry and trying to prove yourself, and trying to learn all these things and go to these conferences and build a business, all the things I think I said that, and build a business, build a business. Build a business. Because it’s really hard to say, Wait, who am I? Because you kind of lose yourself in all this. You know, I lost myself in medical. School, actually, it’s happy, it’s doctor’s day to day. Did you know that national doctor’s Day?
Happy? National doctor’s day? No,
I didn’t know until earlier. Did you know that? No, I didn’t know. I thought that’s that’s fitting so understanding that you will there will be ebbs and flows. I totally lost myself in medical school residency, had no idea up and down. Just didn’t know, and that’s okay. It doesn’t mean it’s wrong or bad. It’s a part of the process. But if you want to figure out who you are, I guess my purpose is sometimes it takes time, and it takes interactions with people, and, you know, digging deep,
totally, totally and exposing that, right, and not being afraid to expose it. So, yeah, all right. So we are just about ready to close out. Q1, of 2023, crazy, yeah, it’s, it’s flowing by. It’s like, oh, April’s. My kids came up to me this morning. They’re like, Daddy, when is that April? April? Funny day. I’m like, April. That’s on Saturday. April Fools. I know. Yeah, okay, cool. Because, like, I always try to prank the kids or whatever, but, man, I can’t believe q1 is almost over. So that being said, like, how does the rest of your year look like? How many do you know? How many conferences you’re going to like? Is that already mapped out, or will there be conferences that pop up and talk to us a little bit about
that? Yeah, I was a little heavy at the beginning of the year with travel and for the rest of the year because I have another office that I’m opening. I’ve said, you know, not as many conferences are going to be on my list for the rest of the year. And another reason being, I’m hosting and throwing, I guess do I’m doing my first ever in person conference that I created and that I’m running and building. So that’s a huge endeavor. It’s not until December. It’s December 1 through third. I’d love to have you there, and it’s the ultimate ultrasound and anatomy experience. So for all of you that are seasoned injectors and new injectors, you know the craze over ultrasound right now, and learning the ins and outs of how to use it, how it can benefit your practice, which the ways are numerous, but it’s a huge learning curve. And time is money, and we need to invest in it, and invest our time and money and energy and resources. So the conference is three days. There’s a business dinner, then one day is all ultrasound. It’s small group based individuals will each have their own ultrasound to play with, five people to one machine, and the next day is simultaneous live dissection and ultrasound guidance, imaging live on stage. And then each group will have their own ultrasound an undissected cadaver head, and we will ultrasound, inject, dissect in small groups. So in theory, it’s going to be beautiful and amazing and perfect. I don’t know we’ll see. I have some time still, but yes, I’m very excited about that. And then I’m going to esthetic next in September, which I’m sure you’ll
be there, right. Committed to that. Yes, we will be there. Yep, yep. So that’s
great, speaking a bunch of times, doing some live demos, injections, things like that, which will be great. And that’s phenomenal. Tiffany runs the best, the best conference ever. What do I have coming up? I’m going to Amsterdam the end of April to work with Leonie shelkey. She is one of the most phenomenal, brilliant physician. She’s MD, PhD that has spearheaded ultrasound internationally, so spending a day in her clinic, in a crisis clinic in Amsterdam, then having a little vacation. So that was fun, yeah,
and that’s about it for now. Was it wasn’t lameka that just took place. Lamca lamca, yeah, that just took place, right?
That was awesome. I didn’t go to that one this year just because I was previously the week before that, I was in Dubai for seven days, and I spent part of that teaching at a local clinic in Dubai for I class anatomy with a very, um, internationally known plastic surgeon, and we had a group from all over the world there. It was life changing and amazing. So I chose to do Dubai, and I just didn’t have enough time to get to lamca. And now am WC is happening in Monaco, so there’s so many conferences, and you just have to pick and choose what works for you each year, truly.
Yeah, there’s a lot, like, I think I get something in my inbox, like daily, definitely weekly, about a new one, or people reaching out. And it’s like, kind of, you have to map out your schedule, because, my gosh, like, you got to run the business, right? Yeah, you have to work too, and then you have to travel. Oh yeah, I’m married, oh yeah, I got kids, right? Like it’s there’s a lot you know.
The power of saying no, power of
saying now, yes, for sure, very, very much. So,
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When you started your practice, you didn’t have the academy, you didn’t have the skincare line. You weren’t traveling to go to all these, all these events and shows and speaking on stage and being very well known, you know, in the spotlight for medical esthetics, and you know, in what in your trade. And you didn’t have a your own academy, right? Or, sorry, your own on site conference, yeah, so I call that like touching, attaching yourself to the existing, right? When you have, when you start to take action, when you open up your practice or a business, or whatever, things happen, right? Naturally, because you’re like, oh yeah, that’s a good idea. Oh yeah, I should provide value there, because I’m an expert in this area, right? And so when you open up the skincare line, when you open up the academy, when you have your conference, right? Like these happen from not only obviously being ambitious, being an entrepreneur, being hungry, motivated, whatever, and enjoying what you do, but it happens because of really, like it’s come from the practice, and you doing what you do, would you? Would you agree?
I totally agree. And again, be careful what you wish for, right? Because when you’re it’s tax season and you’re like, Oh, you have one company. No, you have five. Okay, yeah, it makes it really easy. Be careful what you wish for. And I think I I like to, I of course, like to do all things, but that doesn’t mean that maybe one day I’ll say, You know what? This just isn’t, isn’t filling my cup. I’m just going to drop this. And it’s interesting how G face Academy has happened. It’s been very gradual. I haven’t pushed it really hard. I haven’t done a ton of advertising. It’s been a lot of one on one mentorship, which has led to these beautiful relationships, and also having amazing injectors come to my office to train. But I haven’t pushed it, and I think that’s what’s allowed it to gradually evolve. No, it’s not working as fast. It’s not growing as fast as maybe some other things that I’ve done that’s okay. I’m totally okay with that. The thing that hit it has also led me to is medical directorship. So I officially launched a medical directorship program, and I’m creating a community of injectors that need the guidance and the clinical medical directorship to run their practices. And I’m extremely selective. You have to apply. I have to accept you, and it’s a totally different animal than a medical director just signing off on orders. So it’s a relationship. There’s training involved. You get access to my ultrasound. You have to have training on ultrasound. It’s very, very advanced, and I’m so excited about it. So those types of things mean a lot to me. Having a big Academy with a big facility and all these lights and all this stuff, I don’t know if that does it for me. You know, it really doesn’t. So it’s whatever, whatever makes you happy. And sometimes you don’t know until you’ve actually done it. And you say, I’m not sure about this, so, and that’s okay,
yeah, totally. And you don’t know until you know, right? And then you can make those, make those decisions, and it’s opening. I mean, that’s so that’s so great to hear. So when did, I didn’t know that you’re opening up another location. I don’t think I
just stare at my computer, not paying attention.
Yes, on Cape Cod. Okay,
so tell me it’s okay, Cape Cod, it’s obviously been under construction for a while, like when? Well,
no, I mean, so we, we started the lease. Started in January. It’s, it’s in Mashpee Commons, which is, it’s in Falmouth. I don’t know it’s about an hour from Boston, so it’s not that far, but it’s island life. And it’s also in between Nantucket, which you have to take a ferry or a quick flight, but lots of our patients that come from Nantucket in the cape will then have access to this. There’s nothing like it anywhere, really, on the cape. And Mashpee Commons is a beautiful outdoor mall kind of situation. And. Uh, and we have been going down to Falmouth for years, and I’ve been scoping it out, and finally signed a lease in January. And they’re like, Yep, it’s gonna go really quickly, but this is a full build out, versus my office in Wellesley, Massachusetts, which was already a medical office, so it already was somewhat set up for, I mean, we did a ton of renovations, but totally different situation. So architect and permits and this and that. So now we’re almost April one, and I think nothing has happened yet. It’s going to be beautiful all of the furniture and the custom cabinetry and the doors and the wallpaper and La, la, it’s going to be stunning if we just put some walls up and get started. So, yeah, I’m praying we don’t lose the whole summer. And again, is this a failure? No, it’s just expectation management. If I lose the summer, you know, this office is being built to be there for many, many, many years, and it’ll be okay. So I can’t stress about it, but you will have to come you and the fam,
100% you have a place in the cape don’t you? Yes, yeah. And
then we also have now an amazing apartment slash condo that’s right by the office. So it’s been almost fate that my team members either grew up in Falmouth or on Cape Cod, or have friends and family there. Spend time there. Want to move there. So many of my team members have places to stay already, but I have this apartment for others to stay at. So should be nice, awesome.
Very cool. Very cool. Yeah. So how many? How big is it?
So it is really tall ceilings and a big storefront with Windows, versus our office now is on the first floor of a medical building, so it’s just totally different. There’s two treatment rooms. It’s around 1000 square feet, but it feels bigger, just because it’s so open. And the front will be an experience, some bubbles, skincare experience, the whole nine yards when it comes to understanding and educating yourself on your face. And then the back is a private space for treatments. And I have a feeling well out of the space, I really do, but I can’t think about that yet, because the amount of time and energy and money going into this, you know, we’re just gonna hang on to it while we can, and then and then see where it goes.
So exciting. Congratulations. That’s amazing. Thanks. Yeah, something that you’ve been thinking about for a while, I can tell,
yeah, so we, I’ve been thinking about it for years, but it’s always it’s a matter of, how are you going to do it? Because I’m not located there, and I have to have a team that’s willing to potentially commute or spend time away from their families to help build this with me. So we have a rotation. I’m working on the schedule, which that’s a whole other issue that I’ll get into with medical records and calendars and scheduling. There’s no perfect platform for having patients in a schedule and then rotations of team members on the same schedule, I don’t know. So I’m writing it out on paper, but I’m getting a schedule of, you know, rotations of them, and then once, once we open, I think we’re going to have a big party that’s almost like a meet and greet for people that are interested in working with us, instead of just the typical interview. So people can get excited, we can meet them in person. And then once that happens, I think it will just organically grow. People will walk in and want to work there. It’s just the way the cape works. But it’ll be a lot of work over the summer, which I’m ready for. It’s okay. I’m excited.
Good for you. That’s awesome. And now, will you inject there? Will you okay? You will? You’ll spend some awesome, yep.
So I’ll inject there, not every day, but I will, and my team, three injectors and growing will be down there as well, doing skin health, you know, microneedling, laser, all of it injections, so And again, there’s nothing. There’s no real medical esthetic practice on the cape. So, wow.
Okay, well, that’s exciting, yeah, it’s exciting. There’s and so, same name, everything’s the same. Same name. Yeah, cool. Shoot. That’s everything,
yeah. So we’ll see how it goes. But I couldn’t do it without my peer decorator and my here. These are like, for example, when you have to choose, you know, what the chair colors will look like, you get things like this, pulling it up to the backdrop. You know, it’s just, it’s all exciting, and it’s all about the process. But, yeah, so did
you work with a specific medical esthetics interior designer, architect? Or is that all local or
so there are, it’s interesting. There are companies I think, that are specifically orienting themselves towards esthetics when it comes to interior design. I think that’s brilliant. Mine is one that I met in Florida, and she and I have worked together for years, and she does everything remote, and she does it from Florida. She’s done my house and our rental properties and my offices. So, okay,
awesome. So you’ve had that relationship before, yeah, very cool. Okay, so what’s up with the skincare line? Gotta hear, gotta hear the update. There you.
Skincare line is doing awesome. I am working with a cosmetic chemist to do some new projects in that arena, but that has been something that I put a lot of energy into at the beginning, lots, you know, two to three years, and now it runs itself. So we still ship nationwide, not internationally. Yet. We have requests from a hotel in Belgium. Where is it? I can’t remember, but they want to, they want to carry the skincare line. And it’s not quite there yet, but it’s, it’s going great. People absolutely love it. And I’m doing a talk actually, at esthetic next on the other AI, I don’t know if I’ve talked to you about this. So it’s esthetic intelligence, not artificial intelligence, but esthetic intelligence. And it’s all about, how can we make something that’s essentially intangible, when we talk about esthetics and skincare, to something that’s tangible, and taking it to the next step. So understanding that, you know, when it relates to skincare, patients come in and they don’t want to just see the skincare on the wall. You need to touch your patients. Put it on their face, let them feel it touches the first sense we develop in utero. So I’ll be talking all about how you can amplify not only trust, but outcomes and results. When it comes to understanding skincare, it’s, it’s a game changer. So that’s a huge passion of mine. Esthetics, intelligence. Esthetic intelligence.
I have tried your product I fought with my wife over in fact, I need, I need more of it, so I better go to the site, if I, if for the audience, if I, if I want to go get some what, what? What’s the domain name? What’s the website? It’s sawyer.com,
s, o, y, I, E, r.com we should actually make a code. We’ll talk about this afterwards. We should make a code. We should say, right now, for people that watch this podcast, a discount code for the website, 100%
Yeah, why not? Yep, we’ll drop it in the comments. Yeah,
let’s do it. Okay, you guys some goodies, yeah. And my favorite phrase is for all of you watching that are like, how can you just integrate, you know? Oh, the other thing is, we do wholesale accounts. So we have, I think we have, about 10 practices that sell soyear in office, and it’s it works the same as any other you know, Skin Medica or elastin. Obviously, we’re a smaller company, but it works the same when it comes to revenue generating for yourself and your practice. But I don’t know where I was going with that. That
thought, I think you were talking about wholesaling it, right? Oh yeah, wholesale.
Oh no. What I was gonna say was people are overwhelmed with trying to sell things to patients. They’re coming in to get treatments, and then you have to end it with trying to sell a product. And the phrase I throw around to every patient, we give everybody samples, and we say, I literally sit down and say, I don’t care what you do with this. I know you didn’t really directly want to talk about skincare, but you’re here, and you paid to sit in my chair. So here you go. You can throw it in the trash can when you leave, but these are amazing products. Try them if you hate them all, please let me know, because that’s how I grow and learn. And want to know what you think. And then 99.99999% of the patients come back and they say, wow, it’s completely changed my life. And so I think to take the pressure off the selling and to be a real human, authentic going back to what you’re saying and just talking to them as a person and saying, I get it. You have all these products. Why not try these? It’s free. Or here’s the trash can. Like, okay, and you can see, like, relief, yeah, right,
totally, no. That’s, that’s a really good, really good trick, I mean, and great tip, because I, when I’m talking to people on the phone as well, like, we talk about the checkout process and how important it is when someone comes into practice, like, they’re greeted. That’s important. The treatment obviously important. But like the last, you know, final step, right? Like getting a skincare product. I mean, you probably have better numbers on it that than I do, but you know, how much revenue can that potentially bring in? Obviously, there’s commission on it as well for you know, the people that work at the practice and it provides value, and they want to come back in, right? And then memberships, Google, review, social media, touch, you know, rebookings, those types of things. Like, do you have a pretty dialed in specific checkout process?
Yeah, I have, because it’s a different company than G face, and the other companies I have, it’s separate. So patients, we actually for G face, MD, for esthetic treatments, they pay before they get their treatment. Because I truly believe, and we may have talked about this before, I believe in it’s the halo effect. So you believe, you believe, you remember the beginning and the end and everything in between is little mushy. So in the middle, right? It’s okay to be mushy. You don’t really remember the needles in your face, or you kind of want to forget them. But to end the experience on a note of, oh, here’s my money is just kind of a feeling. So they pay before there’s complete, open, honest conversation and expectation when it comes to the finances, and then they leave feeling amazing and beautiful and don’t to pay. So that changed my practice completely. Oh, okay, it’s, it’s a game changer. Then when it comes to skincare, we have their beautiful package up at the front desk. We have, you know, bags and tissue paper, and we always throw in three free samples, because why not, and it’s up there waiting for them. Then, yes, they do have to tap their cart and but it’s all queued up for them. So, you know, I wish I had a better way for that, but it works. It works. And it’s almost like a little treat for themselves afterwards, because they forget they already paid for other treatments so far before that, that it’s all at once, not
all at once, gotcha. And they rebook like
you know, we really so we launched a new VIP program that has transformed not only our patients skin, because it has really created that loyalty that I think what providers forget is that patients want to be loyal unless there’s A bad interaction and they don’t want to go back. But if there’s no real loyalty in writing or financially, it’s very easy to say, Oh, I don’t want to go all the way there. I’m just going to go here this time. So we created our program where it’s almost like a payment plan. Your money rolls over. And I know there’s a lot of people that do VIP programs different ways, but the way I position it is, if you’re in here at least once a year, it’s an absolute no brainer. It changes the prices. It significantly reduces them. Patients get free things each month, and those free things have completely changed their skin. So not only are they fully, you know, happy with the way they look and they feel amazing, but they’re so happy to come in here and get the money that’s in their wallet or whatever it is that’s waiting for them. So
when it comes to rebooking, that’s what you asked me.
When it comes to rebooking, they want to rebook because they get free treatments each month. And so it’s pretty it’s pretty easy,
pretty straightforward, yeah, yeah, I love it. Well, that’s, I mean, you give it a tremendous amount of insight. And I like the points you talk about, the halo effect. You talk about, you know, taking the payment up front. So they, I mean, you said it very well, so they end walking out feeling beautiful and happy, right? I think it’s, it’s cool to hear you talk about, you really talk about the patient experience a lot, and making them feel the way that they want to feel. Right at the end of the day, they’re not, they’re not necessarily, let’s call it Botox. They’re not buying Botox. It’s not what they’re buying. They’re buying self confidence, they’re buying beauty, they’re buying the ability to feel better, right? Like, you would know that better than me, but when I look at it from the outside in, like, that’s what I see. Obviously, my wife gets services and treatments done, and so I know she’s not buying the cool sculpting, you know, she’s, she’s buying the end result. She’s
buying the result. Yeah, yeah, exactly. And to go and feel beautiful. I do think you can, you know, there’s so many places that you can go that have amazing experiences, and I think that’s one part of it. That’s a big part of it, to go and feel amazing, but it’s also the education piece, because you could just go to any spa, right? I’m getting a massage at the Mandarin this weekend. I’m treating myself. My husband is gonna be fun, and that’s a totally different experience. Because the other chunk of it has to be your knowledge. You know, what sets you apart is what you bring to your office, how you’ve trained your team to be really educated. So I had a patient the other day who and I get sent referrals from all over locally and nationwide. But even locally, it’s such a huge it’s so amazing. It’s a huge compliment. And I’ll send people elsewhere too if I don’t think it’s the right fit. But just to hear patients say, Wow, this experience has just been phenomenal, not only from getting the robe and the water and all these things, but the education aspect is huge for me.
Yeah, they love that, yeah. Well, thank you so much for taking the time. I really appreciate it. I know how busy you are. You have so much going on, and you give so much value to not only the industry, but your patience everybody. I always enjoy hanging out with you and spending the time so so thank you so much. If people want to find find out more about the academy, if where do they go for that?
So GE face academy.com.
Is the training academy, and we really customize your training. So you have to submit a request, give us your credentials, and then we’ll work with you to figure out the best fit for you and GE face md.com. Is my the mothership, so you can find link. To the skincare and links to G face Academy on there. Face it live.org. Is the conference that’s in December. And then if you have any questions, I am on Instagram an unhealthy amount gface. MD, and so you can go over and ask me any questions on there.
That’s good.
Thank you so much. Deepface MD guys, so make sure to follow her. Check her out. Go to our website. If you’re not going to esthetic next, definitely go. She’s going to be there. We will be there. Love to see you guys. Definitely will make it to to your conference as well. I’ll put that on our our busy schedule, but yeah, thank you so much guys. Thank you so much for tuning in Gretchen. I appreciate it. Dr, G face, MD, Gretchen freely, guys. This is Cameron medical millionaires signing out until next time happy. Injecting you.