All Things Patient Care
A patient is scheduled today but calls asking to reschedule. What should you say?
Explain that we have a 48-hour cancellation policy, so rescheduling the same day is considered a late cancel. Let them know the $125 late-cancel fee will apply, and then help them find a new appointment time.
What facial service can not be booked past 3 PM? Why?
VI Peel can not be booked past 3PM due to post-care requirements estheticians need enough time for aftercare instructions and product application.
How would you respond to a patient asking, “Why should I buy skincare here instead of Sephora?”
Medical-grade products have higher potency, better absorption, and clinical results. What you get here is proven to transform your skin, not just products that smell good.
A patient wants just one treatment even though a series is needed for results. How do you explain why a series works better?
Treatments trigger collagen and cell turnover, and those biological processes need repeated stimulation to create real change. One session starts the process & a series completes it.
Why do we require patients to avoid sun exposure before laser treatments?
Because sun exposure increases the risk of burns, hyperpigmentation (PIH), and uneven energy absorption. The skin must be at its natural baseline color for the laser to safely and effectively target pigment or texture.
When you call a patient 7 days before their laser appointment, what pre-care instructions must you review with them?
Stop actives (retinol, exfoliants, hydroquinone, glycolic/salicylic acids), avoid sun/self-tanner, avoid alcohol 24 hours prior, avoid dental work around filler appointments, and pause optional supplements that increase bruising (like fish oil or vitamin E).
What key step makes the Acne Facial different from our other facials?
Thorough extractions + acne-specific enzymes/light peels and high frequency.
What’s the difference between a “brightening” product and a “pigment-correcting” product?
Brightening products boost overall radiance and even out tone, while pigment correctors target melanocytes to reduce actual discoloration like dark spots and melasma.
Why do pigment treatments work best on fall/winter skin?
Lower sun exposure means melanocyte activity is calmer, making pigment safer to target and reducing the risk of rebound pigmentation.
Why do we tell patients not to lie down, work out, or wear hats/glasses after tox?
To prevent the neuromodulator from migrating. Pressure, heat, and movement can cause the product to shift before it fully settles, increasing the risk of drooping or uneven results.
How long are treatment quotes valid for, and how would you explain the expiration date to a patient if they aren’t purchasing the same day?
Treatment quotes are valid for 3 months. Let the patient know their quote has an expiration date listed in the top right corner of the invoice, and explain that pricing is only guaranteed until that date.
How can doing a facial before a procedure such as laser improve patient outcomes?
It preps the skin by cleansing, smoothing, and hydrating it so the laser can work more evenly and effectively.
A patient asks, “Why do I need both an antioxidant and an SPF in the morning?” How should you respond?
Antioxidants protect from internal and environmental damage, while SPF protects from UV exposure — together they prevent aging, pigment, and inflammation more effectively.
What’s the difference between ablative and non-ablative laser resurfacing?
Ablative lasers remove the top layer of skin and create controlled injury in the deeper layers, leading to stronger collagen remodeling but more downtime. Non-ablative lasers heat the dermis without removing surface skin, giving gentler collagen stimulation with less downtime but slower or softer results.
Why do we require patients to avoid dental work 2 weeks before and after filler treatments?
Dental work can increase inflammation and bacteria in the facial area, which raises the risk of infection or filler complications.
A patient asks, “What is Zen ReGen, and what does the name mean?” How would you explain it?
Zen ReGen is a medical aesthetics clinic focused on helping you look and feel your best from the inside out. ‘Zen’ represents balance, and ‘ReGen’ stands for regeneration — meaning treatments that help your body repair, restore, and renew naturally. Together, Zen ReGen reflects our goal of combining a balanced, relaxing experience with advanced, regenerative treatments for long-term skin and wellness results
What’s the difference between the Hydrafacial Signature, Deluxe, and Platinum treatments?
Express ($249 / 30 min): Includes the 3 core steps — cleanse & peel, extractions, and antioxidants.
Deluxe ($299 / 45 min): Includes all Signature steps plus a customized booster, red light therapy, and neck & shoulder massage.
Platinum ($349 / 60 min): Includes all Deluxe steps plus lymphatic drainage facial massage.
How does Jivome Hair + Nail Support promote healthier hair and nails?
It combines biotin, silica, pumpkin seed extract, and probiotics to support growth, strengthen the strands, reduce breakage, and nourish the scalp and nail bed from within.
Antioxidants protect the skin from free radical damage. What is a free radical, and why is it harmful to the skin?
A free radical is an unstable molecule that damages skin and collagen, leading to inflammation, aging, and weakened skin structure.
What’s the key difference between IPL and StarWalker when treating pigment, and why would we choose one over the other?
IPL uses broad-spectrum light that targets superficial pigment, while StarWalker uses laser wavelengths that safely target deeper pigment. StarWalker is safer for melasma or darker skin types.
List all five of our Black Friday deals (Nov 20th-Nov 26th)
1) Buy 2 Sofwave face, get 2 neck treatments + SB Techno Neck FREE
2)Buy 3 Fotona 4D or Erbium, get CO2 Mask Kit Free
3)100 Units of any neurotoxin for $1,200 ($12 unit)
4) Buy 6 pack of any facial, get 6 dermaplane + free light stim device
5)Customized skincare regimen for $500
What’s the difference between ProCell Microchanneling and Vivace Microneedling?
ProCell creates gentle, uniform micro-channels using a stamping technique to improve texture, fine lines, and product absorption with minimal downtime. Vivace is deeper microneedling combined with radiofrequency heat, which makes it better for tightening, acne scars, deeper wrinkles, and collagen remodeling.
ProCell = gentle stamping for texture + glow.
Vivace = deeper microneedling + RF for tightening + scars.
What does Jivome Pro Collagen support in the body? (Don't just say promotes collagen)
Skin, hair, nails, joints, gut health, and overall wellness — by boosting the body’s natural collagen production with amino acids, antioxidants, and probiotics.
What is collagen, and why is it important to preserve or restore it as we age?
Collagen is the protein that keeps skin firm, smooth, and supported. As we age, we lose collagen, which causes wrinkles and laxity. Restoring it helps the skin stay tighter, healthier, and more youthful looking.
Explain how collagen remodeling works after collagen-stimulating treatment (in simple terms)
These treatments create controlled micro-injuries that trigger your body’s natural healing response. Fibroblasts start producing new collagen, and over the next 3–6 months that collagen strengthens and matures — making the skin firmer, smoother, and healthier.