Angry patients aren’t just upset for no reason. They’re feeling unheard, disrespected, or scared, and how you respond in those first few moments can make or break the relationship.Heather Hughes Hardy and Jenna Hennig share real-world stories and proven strategies for turning tense moments into trust-building opportunities. Role-playing tough scenarios and creating clear escalation protocols can help your whole team feel more confident and prepared when things get heated.Learn how to validate emotions without losing authority, why staying calm is contagious, and how to handle confrontation without letting it rattle you.GUESTS Heather Hughes Hardy, Aesthetics Sales SpecialistHeather’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 LinkedInJenna Hennig, RN, Aesthetic InjectorAustin Plastic SurgeonNow 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 @austinplasticsurgeonSHE 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.SUBSCRIBEAre you one of us? Subscribe for new episode notifications and more at practicelandpodcast.com. HOSTSBlake Lucas, Senior Director of Customer Experience at PatientFiBlake 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 PatientFiAndrea Watkins, VP of Practice Growth at Studio III MarketingAndrea 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 LucasProducer: Eva Sheie @ The AxisAssistant Producers: Mary Ellen Clarkson & Hannah BurkhartEngineering: Daniel Croeser and Spencer ClarksonTheme music: Full Time Job, MindmeCover Art: Dan ChildsPracticeland is a production of The Axis: theaxis.io 

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