Name: Selling Skincare to Compliment Your Treatments
Uploaded: 2025-12-15T21:26:04.497Z
Duration: 1 h 4 min 4 s
Description: Selling Skincare to Compliment Your Treatments

Transcript for "Selling Skincare to Compliment Your Treatments": Hi, everyone. Happy Monday. Welcome in. Would love for you to say hi in the chat. Let us know where you're joining from. Hey, Carrie. Good to see you again. For those of you that don't know me, my name is Elise. I am a project manager here at RepeatMD, and I do a lot of the behind the scenes coordination and planning for master classes. Usually, you guys get to see Jeremy, but he is out of office today, so you get me instead. But welcome in. Hello. Hello. Love to see everyone. Yeah. Would love for you to say hi in the chat. Let us know. I I thought a fun question for today would be if you have any fun holiday plans or a tradition that you love doing during the season since we're we're halfway through December already. I'll tell you guys a fun one for me. I make my family go Christmas caroling every year, and, it's a lot of fun. I I host a practice, and I get everyone together, and I tell them all the carols that we're gonna do. And my dad taught himself the acoustic guitar, so we drive around and go to families and friends' friends' houses. And he plays the guitar, and we and we carol. So it's a good time. Amazing. Yeah. Let us know if you guys have any fun holiday traditions. Yeah. We try try to keep things fun in my household. Great. Well, I think we'll go ahead and get started. We'll let people trickle in. Super excited today. This is our last master class of 2025. We are we have doctor Holden. You guys know doctor Holden. We love doctor Holden. She is the founder and CEO of Holden Timeless Beauty and the cofounder of Alpha Aesthetics Partners. She has quickly become one of our favorite speakers because she is so passionate about internal education, training, and advancing clinical excellence. Doctor Holden truly does it all. She serves on the clinical advisory board for Alpha. She's the director of business and practice management for AMWC Americas. She's a podcaster. She's a faculty trainer for quite a few of the leading companies in the industry. And on top of that, she's an excellent mother and wife. So we're so honored to have doctor Holden back. And like I said, this is our last master class of 2025, so this is such a fun one to round out the year. Perfect. Alright, doctor Holden. We're ready for you. Hello. That was such a sweet introduction, Elise. Thank you so much. Of course. It's such a pleasure to be here with you guys. I, I just am so honored that I get to be, you know, part of this and put together education for, the future of aesthetics because, truly, one of my biggest passions is education and sharing the things that I've built here in San Diego and that we're spreading as best practices with Alpha Aesthetics partners to everyone else in the industry worldwide, literally worldwide. And I saw we have Canada in the house along with Wisconsin and Texas and Ohio, and, I love it. So, I'll just say my family tradition is we always make gingerbread cookies. We use one of my grandmother's recipes, and we make this entire dough from scratch. And we have about I don't know. I mean, I wanna say 50 different cookie cutters. So everyone all the kids and adults get to choose their favorite cookie cutters. We make them on trays. Some of them like thick cookies, some of them like the thin ones, like more like ginger snap consistency. I love we. decorate them with icing and, like, sprinkles at the beginning. But everyone then creates their trays, and then we pass them out to neighbors and friends and family and things like that. So I love to make cookies. They're not great on the waistline, but, hey, they're so good. That's right. Hey. If there's ever an excuse, it's the holidays. So. Exactly. amazing. Well, doctor Holden, I'm gonna leave. I'll let you do your thing. Okay. I'll come back up for q and a, but we're so. excited. Awesome. Alright. Okay. Cool. Sounds great. And Carrie said open one present at a time so they get to be shown and remembered. I love that tradition too. That's awesome. So cool. We have started doing a, I'll just say this last thing, a instead of a ton of presents for my three boys, we just get a couple things that they want, and then we go to a family experience trip. So we spend a week somewhere, and usually it's a surprise. And this year's gonna be Orlando, and we're going to the different amusement parks so they can go on all the rides before they get too old and and and phase out of that that that era. So that's where we'll be. So, so who wants to talk about skin care? I know I'm excited about this. So I'm going to share this deck that I have created for you guys. And can you see everything perfectly, Elise? Yes? In the backstage? Okay. Amazing. So you guys, so what we wanna talk about today is one of the most important but difficult things to train your team in doing, and that is selling skin care and why it's so important. Now why do we have such a difficult time with it? You know, some of us do as we start our own practices. Well, it's really, a, maybe we don't know a ton about skin care. Maybe we've never really studied what products, what what the ingredients are in different products, and we just need a simplified formula that will allow us to teach our patients what is in medical grade skin care that makes differentiates things like Ultra and Sephora from medical grade skin care and the things that they need to use and pay more for in our practices. So we're gonna talk about that today. We're gonna talk about some scripting that we use here in our practice. And I'm gonna give you some ideas just to increase your revenue for 2026 because we all want to see that revenue go up in 2026, and skincare is a great place to focus, when you're thinking about increasing your revenue. So this is my Instagram. If you want to talk to me, if you want to arrange a mentorship call, just scan this. You can DM me. I directly answered this one. My business Instagram is holding timeless beauty med spa, but this is my personal, and I'm the one answering. So feel free to contact me in the future if you have questions about this or anything else. So Elise had a gave a beautiful introduction. What I wanna tell you guys is I not only am a business founder, I then partnered with venture capital, started a vertical called AlphaSects Partners. So I'm I'm I'm very well versed in business and telling people how to how they can build their practices as an asset, but I'm also an injector. So I spend my days doing patient consults, seeing my own patients. I see patients anywhere from two to four days a week, and I've created my own special formula that I teach my patients that I'm gonna share with you here if you've never seen it before. It's called How to Hold Time Back, and it goes along with my business name, which is Holden Timeless Beauty, HTV. So we go as HTV goes hold time back. So I'm writing a book. It's gonna be released in 2026. I, I'm finally gonna be finalizing it, and it's gonna be called How to Hold Time Back. And you guys are going to be able to read a chapter all on skin care. And I had the pleasure of just interviewing on my podcast on Friday, doctor Jennifer Linder, who is one of the goddesses dermatall of dermatology and of skin care. Founded PCA and sold the company, now has her own skin care line. And the thing is we need to whittle down the information into layperson terms for our patients. And that's what I do when I'm holding that needle in the Injection Room. I talk to my patients about skin care. And aside from that, yes, I am a I'm I'm a wife and a mom of three incredible boys. But what we're gonna dive into here is the topic of skin care. So why does skin care matter so much? And I want you guys to first think about like, before we talk about selling skin care, I want to reframe how we think about it and truly think about it. It's not just an add on to things that we're doing. It's not just retail. As we say, we just have retail, although it is is taxed in a different category. But it's what I tell my patients, it's definitely not optional. You need to have a skin care routine. And especially as you get older, you need to have a great skin care routine. So our treatments that they're coming to us for, they transform the skin. But medical grade skin care, that is what extends, enhances, and protects the results that we're giving them. K? So you really have to lean into this in the room, and that's gonna help extend and protect those results long after our patients leave the office. Just like we go into the dentist, I was there earlier today getting my Invisalign, and I have to keep brushing my teeth, flossing my teeth, changing my trays at home. It's just like going to the dentist. It's the things you're doing at home. And I use that analogy a lot. It's like brushing your teeth every day. K? So after every toxin treatment, filler treatment, laser, or device, whatever we're performing on our patients, it's only that treatment's only as good as how long those results are lasting. But what you're doing at home is truly what matters. And if patients aren't using the right skin care, you're leaving not only results, but revenue in your practice literally on the table. And skin care can be up to 20%. I I know this sounds crazy, but your total revenue per month, skin care could be up to 20% of that. And for your providers, you could coach them that I wanna see you doing at least in the beginning one to 2% of your daily revenue in skin care. Let's then get you to five, then to 10, then to that gold standard of 20. And once they have that recurring revenue coming in, it's easy, and their revenue gets higher and higher and higher over time because now we we need refills. So when patients say something like my Botox didn't last or my skin didn't look as good as expected, the really the real issue is rarely the treatment itself. It's really like things like inflammation in the skin, barrier dysfunction, lack of antioxidant protection, lack of sunscreen, inconsistent home care. And skin care is really how we control those variables and prescribe something that they need to make their skin look and feel its very best. So then I wanna say this too from a business standpoint, skin care is really the the one it's one of the only most ethical, predictable, and scalable revenue streams in a medical aesthetics practice. It's the one thing that once patients love their routine, they're gonna keep coming back. It increases your patient satisfaction. It improves your outcomes. It builds trust, and it creates consistency inside the walls of your practice. So what I tell my team in terms of skin care is that I'd rather do fewer treatments and have more patients on the right skin care than do treatments without it. And truly, that I mean, that is the truth. You're gonna have much better results once you are integrating skin care in all of your patients' regimens, and you should be very mindful about adding these things. Okay? So on to the next slide. As you guys have questions along the way, please ask them. Okay? And then I will address them at the very, very end. So here at HTV, Out of Old and Timeless Beauty, we have a philosophy that we don't just sell products. K? We're practicing this philosophy that we're helping you hold time back with intention. And I have a podcast called Holding Time Back that I mentioned. You can listen to the episode that I just did with doctor Jennifer Linder where where it's gonna be released in two weeks. So holding time back on Apple and Spotify, and this is our philosophy. And what we talk about inside are things related to the treatments that we perform. So the that intention in terms of our intention in the HTV philosophy and what you should have in your business is that we're never just chasing trends or pushing products. People don't want that. Right? They they really don't want to react, like, in in a certain way just because it's a trendy thing. And we wanna know about the trends, but we also wanna disprove them in the office if if that's something that's going on. But we want everything to be very strategic, purposeful, and built around long term educational outcomes where patients can see that we're using these things. We're showing that we're doing them in stories on our Instagram. We're posting these routines. They're seeing the skin care as they walk in and out. But, really, we want them to have this philosophy that skin care is a core. And I've created a five step process here at Holden Timeless Beauty, and this five step process I'm going to show you right now if you've never seen it before. So this is the essence of my book. It's very simple. It's something that basically this is built around the things I offer to my patients, and I've decided are the very best minimally invasive things with, everything up until surgery, so nonsurgical options that we can offer. And you'll see here my formula of how to hold time back. Number one, and I have this laminated on a sheet that I show patients in the room. Number one is medical grade skin care. And I ask them what what products are you currently using? And we get into that. We get into a conversation about why they shouldn't buy from Ulta or Sephora, and we'll talk about that in a moment. Number two, I tell them wrinkle relaxers are an option to hold time back. Not everybody wants to put botulinum toxin type a in their face, but cosmetic use of it is a beautiful thing with when done by someone with the right hands doing it in your face. Then we add dermal fillers and biostimulators. Sculptra is the biostimulator of choice in our practice. Skin tightening, skin resurfacing, those energy based devices, non energy based devices, and then finally, muscle toning and lifting both in the face and the body. So here, I don't say that skin care is optional. K? It's not step it's not the last step. It's the first step. So I'm telling my patients that this is your very first step. Like, no one leaves no one should leave without skin care or have about having a skin care conversation. And you have to bring it up and you have to tell them what the essentials are because what you're doing is you're planting seeds in their minds even if they decide not to buy that day. And one of the things that we'll often tell people is why don't you finish the regimen that you're currently on and then try exactly what I would recommend to complement what you're doing with me already, and let's watch your skin transform together. K? I don't want you to waste money. I don't want you to throw those bottles away. Some of them, maybe I do, but, hey, let's let's get you to use those things up and then come to me and buy those things. And I tell them during the month of December, especially, it's the best because we do skin care 20% off. K. So there is a gap. Right? There is a gap in aesthetics. And the problem with this is that patients are willing to invest thousands of dollars in treatments, literally come in on a regular basis to get their Botox, do their lip filler, do their cheeks, do their Sculptra, lasers, devices, but they usually skip the daily habits that actually determine the majority of their long term results, skin care. K? That's that is so true. The majority of their long term results are determined by the skin care they're putting on their skin at home. And that's what you have to let sink into your patient's mind, and that's what you have to teach them. So they they show up consistently, right, for Botox every three to four months. They'll commit to a laser series when we say, okay. I want you to do this three to six month series on laser, and they completely trust you with their face. But when it comes to the price of medical grade skin care, they then just go home and wash with whatever is in their shower. They'll buy grocery store products. They'll buy CVS products, and they don't really care. So what what we have to teach them is that eighty percent of long term skin outcomes, eighty percent, come from what they do daily. Inflammation, burial health, antioxidant, protection, and consistency. That is the gap. We're doing things in office, but that 80% at home, if they're not using the skin care that we offer, that becomes the problem. So we need as providers to recognize it's our responsibility to recommend what they need. It's our responsibility to talk to them about this during every visit in the office even if it feels awkward. Think of it as a leadership opportunity. Okay? So we need to close this gap, and we don't sell harder and say you have to get this. We just educate better. So we find ways to educate them in very simplistic ways and educate them differently. K? So the first step is teaching them the difference between professional versus over the counter products. So when people ask what the difference is when when we're they're choosing between professional or medical grade skin care, I explain it like this. Over the counter skin care is built on marketing. Medical grade skin care is built on molecules, literally the molecules in the product. Over the counter products are designed to smell good, feel good, feel nice, appeal to the masses. That's why they're that they're formulated to be safe on everyone, which means they can't be very strong and specific. K? So when you think about medical grade skin care, you have to tell them this really is a different level. It's a different level. We have potency. So number one, we think about the potency. Stronger ingredients that actually do something, higher level ingredients. Number two, stability. They've really been studied by science to be stable within our skin, and they're formulas that stay active and effective over time. K? Three, penetration. So the these ingredients have been have been studied and proven to penetrate the skin and reach the layer of the skin where the change is happening. And then finally, clinical results, they're backed by science. We want to use things that are backed by science, and we have clinical studies. That's why I'll give a shout out to Alastin. They have massive studies on on the products that they sell, and you can look at their clinical studies and decide for yourself. I'm a science nerd. I worked for Pfizer. I did clinical research. You can decide for yourself. Do I believe in these products or are they gimmicky? And we need to be believing in these products in order to, you know, really sell them to our patients and tell them that they really work. And we have we do have patients that want to see the clinical results. And in that case, you can bring out your flip book in the room and show them exactly what the these products do. So k. So thinking about aging, as we age and invest in Botox, fillers, lasers, and devices, the skin needs more than just surface level care. So we need the skin to now have more than surface level care. We need better ingredients, better molecules that penetrate deeply and are backed by science. That is the only thing that's gonna work on us as we start getting older. I'm sorry. Then the sitemapation is, I'm sorry. You can't keep shopping at Ultra and Sephora. You need to be on what I am on that's backed by science. So we need to calm inflammation, strengthen the skin barrier, improve healing, and then make your treatments last longer. K? That's protecting your investment that you're already making with me on a daily basis. And thank you, Brandy. Thank you so much. I love that. So this is this is an example, and this is something you can literally use and teach your team to say. If they don't have a way to talk about what the difference between professional medical and over the counter is right now in terms of skin care. Ulta and Sephora are great for makeup and fun skin care, but medical grade skin care is designed to change the skin, and that's why it belongs in a medical office. K? I'm gonna say that one more time. Ulta and Sephora are great for makeup and fun skin care. You know? We see a lot of teeny boppers using them, but medical grade skin care, once you start aging, it's designed to change the skin, make you look more youthful, calm down inflammation, help with those anti help us an antioxidant, and that's why it belongs here in my office. And that's why it costs more. K? So we that's something that you should be leaning into training your team. And the people that aren't selling at a high level skin care in your office, the providers, if they're the direct sellers in your clinic or I like to say recommenders. I mean, we're recommending what patients need. You just you just need to go over this sort of thing with them. Have them watch this. You know? Have them have them tune in and watch this back. And, you know, it's it's really like once patients understand the difference, recommending skin care, it becomes so simple. It becomes so simple in the practice because it's no longer like talking about a product or like a store. It's a treatment conversation. It's like this is what you need to treat your skin at the highest level. K? So lifetime value. We're now gonna focus on this. So lifetime value. When we talk about skin care, we're not just talking about products. We're talking about lifetime value of those products in the skin. And patients who truly use medical grade skin care consistently, they're more satisfied. I'm gonna I'm gonna pound this into everyone's heads. More satisfied. They see better results and they stay with the practice longer. If you're not recommending everything that patient needs, they're gonna end up going down the street to get something else. And, you know, if if you're just seeing the patient for Botox and you're doing a fifteen minute appointment and you're not even bringing up skin care or the value of the latest product that you've brought in or the product that you're using as your favorite that month or your special of the month and you talk about it, you're not doing that patient, you're not recommending what they really need as far as a treatment. So make sure you train your team. The lifetime value of skin care is that patients are gonna stay with you longer. Your book of business is going to get bigger. I I know my providers care about those patients in their book of business because it directly relates to, how many patients they see, their capacity on a daily basis. And if their patients are happy, they're gonna keep coming back regularly. So this makes real good sense if you think about it. So when patients are caring for your their skin every day, their treatments last longer, their skin looks healthier between visits, so they feel like what you're doing is working at an even higher level, and they feel more confident in what you're doing as a provider and what you're recommending. Because typically, once you've recommended two things and they see changes, you they've trusted you twice and your recommendations actually work, they're now just gonna say, just tell me everything. Tell me everything I needed to do, and eventually, I'll find a way to pay for it. I'm gonna just I'm gonna do what's my highest priority first and then go down the line from there. So this should really be, like, this momentum, this moment. Like, when patients start seeing improvements at home, they they don't only trust you more. They trust the office more. And that's building long a long term relationship with the patient in your practice and the patient and you. So from a business standpoint, you wanna think about skin care as your continuity of care. So not just selling, think about it as building a strong sustainable practice because now your patients are gonna come back for refills every three months. Even if they're a patient that completed a sculpture series or just does filler once a year, they're still gonna keep coming back and purchasing that skin care or buying it in the RepeatMD app, which is a great way to do it as well. K? So, basically, your patients are gonna be happier, happier, happier long term if you are selling skin care to them. So try to get all of your patients on skin care. So what are our three pillars? We're now gonna go to the three pillars. And our three pillars and I'm gonna just tell you, this is one of our skin care displays. We have three of them. And as the pictures come up, I'll show you how they're strategically positioned at one of my offices. We have four offices. This is my newest location down in Mission Valley, but we built this this skin care display with intention so that they can look, touch, and feel near the front desk checkout our favorite products. And if I walk out of the room, I can actually go over there and and squirt something on their hand to touch and feel. I can show them the product and pick it up and say, look. These are the three that I use and carry them over to the front desk. This is what I'd recommend you getting today. And then I let I would train our front desk team to take it from there. K? Then they ask about pricing. I'll let Monica tell you what the prices are of each of these, and and it's 20% off this month, so even better. Oh my gosh. You're gonna get such a deal. Like, you just do the assumptive close. Right? K. So you and then they're now suddenly getting better results. So what are our pillars? Our pillars are three things, and the first one is education. So patients don't need to know everything. They just need to know very the very simplistic why. That is where you start. If your patients don't have 1,000,000 products at home or if they're scared of buying more than one product because they just think they'll never use it, you start with your why. So when you explain what the product does in a very simplistic way, and I'm gonna get there of, like, the three pillars of what we use, patients are just far more likely to use it consistently. Because as they put it on their skin, they're hearing your words of, oh, this is an antioxidant. It's neutralizing free radicals that I'm exposed to in the environment and that I've eaten, and it's gonna make my skin look healthier. I wanna put this on my skin every single day. Number two. Pillar number two. So that's first, make sure you educate every patient simply. If they need it, do it very simply in the beginning. Number two is personalization. So it shouldn't ever be like a one size fits all. Although we'll always say that there are three basic products that everyone needs, but then there are add ons from there based on a skin type. So when patients feel like their skin care regimen was chosen just for them, then they feel special. And you might add on an serum, especially serum because you see that they need it. You might add on a skin brightener because you see that they need it. And now they feel like they're they have a special program just for them. So you want to say, I'm going to customize a treatment program for you, specifically for your skin care. So when you're ready, I'm gonna go through and I'm gonna tell you what to do in the daytime and the nighttime, and we'll get you on this regimen. And now they they're excited because now they have a new project at home. And then number three is consistency. So making sure they're compliant with it at home, following up and asking them on their next visit, making sure that they're using it on a regular basis. And if they're not, then reminding them of the importance of it and talking to them and counseling them about it again. Like, if you don't floss every day, going back to the dentist. Right? Why don't you floss every day? What's the barrier? We want our teeth to be healthy. Well, this is your skin. It's on the outside. If you're one that doesn't floss every day, well, let's do your skin care every day or let's at least do two of the steps every single day, even if it's not twice a day. K? And once you learn how your patient behaves, then you can put those in notes and you can recommend a more simplified regimen for that patient. So now you know they'll be consistent, and they'll do it more regularly. Now there are some people that truly, they want everything, and then that's when you can give them the more expanded customized treatment regimen. So in that case, I'm we're not trying to, like, sell more products. We're just trying to get them to a point where we understand their psychology, the psychology of how they're gonna be using things at home and optimizing what we can in their skin to the fullest. K? So what we do, we always start with the essentials. K? And I tell patients one of okay. So I say, at Hold and Timeless Beauty, we literally always recommend to our patients, unless unless you're pregnant, breastfeeding, and trying to get you, we recommend an antioxidant, an SPF, and a retinol. K? It can be a very simple regimen. If you've literally used nothing but a moisturizer from CVS in the past and washed your face with a simple face wash, then let's get you on a medical grade face wash. They might even be scared about about, you know, being on the face wash associated with the line. But I say, let's pH balance your skin properly, wash your face for sixty seconds, rinse off, and now your face is ready to receive your antioxidant in the morning. You simply then put on your SPF. Do you prefer, tinted or a non tinted like sheer moist, sunscreen? We have both. Our most popular tinted is this one, and it's right at the front as, or right in your room if if it's summer season and you know you're gonna sell a lot. And you can pump it out and put it right on your skin and demonstrate it to them. So these are our three essentials. And you want to say to your patients, if you do these things, these three things consistently, your skin is going to improve. K? You just wanna say, we start simply with you. We're gonna start simple. I know you need to be on something. I wanna get you there. Antioxidant in the morning, sunscreen every day, and a retinoid at night. Once that becomes a habit, we build from there. K? So what I can tell you is that consistency beats complexity every time. If you go into, I want you on this face wash and then this eye cream, and then I'm gonna put you on this antioxidant, and then we're gonna add something that clears away dead collagen, stimulates the growth of new collagen. I'm gonna I want you to put that on your face and your neck and your body. And then I want you to put on a brightener and then your sunscreen. And then at night, I want you to put on this exosome and then leave it on for ten minutes and then go on with the next six to seven steps. You don't wanna start them with what you do. They're going to be overwhelmed. They're not even going to be able to absorb all that information. You want to start them slowly unless they're asking for more. So just make sure that you do that and make sure you're very mindful of that. Start slowly, pause, recommend the first three. K? And then you wanna know the science, but you don't always need to teach them the science. K? So then if your patient goes, why do I need an antioxidant? You need your whole team needs to have in their back pocket a script that says, well, it neutralizes free radicals. They antioxidants, they neutralize free radicals from UV rays, pollution, and inflammation. You know, they protect us. They protect our collagen from breaking down faster, and it reduces oxidative stress in the body. So very simple answer if you don't wanna get scientific or you don't want someone scientific. This protects your skin during the day so it ages more slowly. K? Create these scripts. Memorize them. They'll become so easy. Now when you think about SPF, what are you gonna say with SPF? So SPF, everyone needs it. This prevents UV induced collagen breakdown and pigment formation. Collagen is what we want to keep in our skin because we start losing it after age 18 at a rate of 1% per year. And that's why you came in to me for a consult for the wrinkles on your forehead because you've lost collagen in that area. And we now need to make sure we're building it back with treatments that we offer and skin care products that we offer, but we also need to make sure you protect it from further loss. So So you gotta use your sunscreen, and that means even if you're driving in the car on a daily basis. So this protects these results that you're investing in, that regular every three to four month Botox, that RF microneedling that you're doing, that m face treatment on the forehead, things like that. This is gonna protect your results. And then finally, you wanna know about your retinoid, the science behind that. This is going to increase your skin cell your cell skin cell turnover. It's going to stimulate collagen production, and it's going to improve texture, tone, and fine lines. K? The patient friendly answer in this situation is this helps your skin look younger over time. It's going to behave as if it's younger over time, but you need to be consistent with it at night. So you leave them in, in the skin care conversation. If you do nothing else for your skin, these three step steps will give you the biggest long term return. K? So you wanna memorize these three steps because that can be the simplest way to teach your staff or teach a new admin that's never worked in a med spa what are the three basic things that everyone needs, an antioxidant, a sunscreen, and a retinol. Right? K. So now getting into tying skin care to our treatment. So one of the easiest ways I can tell you to recommend skin care is without it ever feeling awkward is to tie it directly to the treatment that the patient is already investing in. And I have mine just simply in the five steps to hold time back. So figure out a way to present it where patients almost feel like they're not doing the right thing for their their skin if they don't add it to their regimen. So you want to make sure you tell them why they need it as a supplement to all the other things that they're doing. So, like, say they're doing Botox and fillers. Skincare helps maintain your skin quality. So injectables look smoother and last longer. K? You just wanna have things that you say to your patients. With they're doing lasers and energy based devices, which we have both in our clinic. The right skin care that we choose, and we we start everyone on this product or these this combination of three products when you're healing, it improves healing, reduces inflammation, and enhances your results. So you absolutely if you're investing already $3,000 on this treatment series, you absolutely need to invest in your, you know, less than $500 skin care regimen for the next three months. Like, a 100%, this is nonnegotiable. And you just kinda present it like that. If they give you a ton of pushback, well, then their results aren't gonna be as good or they're gonna have a delayed healing process, and we don't want that for anyone. And then with body sculpting, so I love, the elastance transform product with my body sculpting devices, because it clears it has Trihex technology, it clears away the collagen, stimulates the growth of new collagen. And you can say skin quality matters just as much for fat or muscle because hydration and collagen support are the key. We want our skin hydrated, and we want our collagen to be built and increase over time. So skin care is how we protect and enhance the results you are already paying for. Alright. So you want with your patients to set expectations. And when you set these expectations, you want to do things and basically tell patients, like, I want you to be on this regimen for the next twelve months with me. And after you've complete and show me that you've done your first three months at your next Botox appointment, then I'm gonna start you on the next product. So then I'm gonna have you on four products because and this you can literally tell them this. Your treatment is 50% of the result, or maybe it could be less than that. Your home care is the other 50%. But if you wanna let it be an even number, your treatment is fifty percent of the result. Your home care is the other 50%. We want you to look great. And I know this sounds repetitive, but you have to keep telling your patients during every consult that they need to do the work at home. So I like to use the brushing the teeth analogy, which I already told you guys, but it literally works really well. So if I'm doing treatments here in the office and I expect you to brush your teeth at home, it's just like you're coming in for your dental cleaning or coming in to see me for a checkup. And now I expect you to brush your teeth every day at home, two to three times a day, whatever your regimen is, however you do it. But I you won't get great great the most amazing results unless you adopt this. K? Because our results aren't just magic. This skin care is part of the process. So what we do gives you a boost in the office, and what you do at home determines how long it takes. K. Overcoming objections. I love this because I have studied sales for over four years with Grant Cardone. And what I will say is that he has a book all about objections, and it is about objections in the business world, which we are in. And you can read this book about objections, and you can apply it directly to aesthetics or your practice in these ways. And I'll tell you this, the number one rule of sales, k, number one, always agree with the patient. Always agree with the customer. Wow. That's so expensive. That skin care regimen, that's gonna cost me $500 every three to four months. Really? Do you really think this is worth it? And I hope, wow. You know, I I agree with you. Everyone says that. People people agree that medical grade skincare is expensive, and we all think that. Even I think that. And, you know, I I get to buy it at a slightly different price. But, yes, if you are investing in your own face, then it's going to be expensive and you're already putting money down for your skin wellness journey. So number one rule, always agree with the customer. And this is literally like what you wanna say in the room with your patients. You wanna practice this too with your team. Practice the rebuttals in what you're going to say. K? So when patients really, like, feel heard, the the the psychology behind this is when they feel heard and they feel that you are not just fighting them, no. It's really not that expensive. Like, you're already paying x amount of dollars on your Botox and your fillers this much. Like, I don't see how you think, like, this bottle that's a $120 is that expensive. They don't wanna argue. They wanna feel heard. So you have to echo back what they're saying so they feel heard. K? So our job then is to reframe the conversation and then address the objection so that price, we have to figure out. So is price the concern? Is the overwhelm of the routine and the routine fatigue the concern? I understand it could be hard to think about washing your face twice a day and doing this routine at home. So let's just get you to the point where you're doing it once a day. And now these bottles are gonna last even longer because you're only using them once a day. And once you get to the point where you can use them even more, twice a day, now you're gonna have the most optimal results. So I'll look at your skin when I see you back in three to four months for your next tox treatment, and let's see what let give me the updates on how it's going at home, and we'll compare your before and after pictures. So these are the things that you really have to think of. When you use, I'll just give you a couple, like, examples. So the patient says, that's expensive. You practice. You're absolutely right. It's an investment, and that's exactly why I wanna make sure you're getting the most out of the treatments you're already doing. K? It's an investment, and I wanna make sure you're getting the most. This shifts the conversation from cost to value. K? Number two, I'll give you another another example of an objection we hear. That feels like a lot. You know? We have patients say that. I agree. That's why we're going to start simple and build slowly with you. K? The overwhelm really does disappear when patients feel like there's a plan, and they can go home with that little paper that where you just check the couple boxes. And I say, put it in the drawer or put it in your your medicine cabinet and just follow it in this order. Put your three products in this exact order, and it's gonna be easy. Next next objection. I'm not good at routines. K? That's totally okay. My goal is to give you something you can realistically stick to. So we need to figure out if that's just one or two products. Let's just start you on those for now. And then this is gonna build trust with your patients and a lot of honesty as well because you're now you're being honest with them. You're not trying to just oversell. K? So I could go on and on with objections. And what I would say is practice objections with your team. Write down or have a team meeting and have people or you can even do it on a text train with everyone on your team and say, what are the three most common objections you guys have heard this quarter? And then put them into ChatGPT and tell them to examine your practice and give you the best ways to talk to patients based on these objections. And then once you get used to talking to ChatGPT, it will say it in your voice and you get to learn. You're basically trained exactly how to talk to patients if you practice the objections. But you have to practice the script on the both on both sides. And that's one of the keys is that people don't practice, and then they don't sell skin care. And then they never see their revenue soar with this recurring revenue from skin care. So next, consultation. So when we're talking about our consultation script, k, we want to make sure that skin care never feels awkward to recommend in because we wanna have a very clear structure and you wanna model and demo this with your team. And so confidently, you want to say no. So if we start first with goals, you wanna say, what are you hoping to improve about your skin? You wanna ask key questions. What are you hoping to improve? And then you wanna tell them why what you're recommending is going to address that exact concern. The next, why skin care matters. Okay? So what we're gonna do today is just part of your result, and then what you do as at home is just as important. So skin care is extending how we protect the treatment that you're getting today. And then you wanna recommend two to three products, never more, sometimes more. I say never more, but sometimes more of a patient is really well versed in skin care. They might wanna leave with all the latest and greatest that you offer. And then finally, you wanna make sure you're bringing these stuff these things up to the checkout counter that you've recommended. You wanna as you walk through your hallway, you wanna grab the things. See, this is the product I use for my neck. This is what I use for my eyes, and here's my favorite antioxidant. I'm gonna have you purchase this one once you have finished your antioxidant at home. But today, I want you to get the eye and the neck, and you take them up to the front. Here you go. Heidi is interested in these two products. Okay, Heidi. I'm gonna see you back in three to four months. Monica will get you all checked out, and then she can have this conversation with Monica. But you have to listen from afar and make sure you're even practicing your checkout script with your team at the front. And, for example, we do have someone named Monica on our team, and she shows her before and afters from one of our from Plated, her skin care, the skin care product that over four months her skin transformed. And so if I bring Plated to the front, she'll be like, yeah, check out my before and afters. And she'll just pull up on her phone, look at my skin. And it's it's so powerful to have someone else telling a patient that, along with you telling you giving the patient that recommendation. So as I said, this photo that she uses is so powerful. What I use in my room, this is an exact trifold holder from one of my one of my offices. I may I may have my trifold holders hold the things I most commonly recommend, and I always have skin care at the top. And I pull the different things from the trifolds to show patients the pictures inside. And I also in the back of the room, I have flipbooks on my shelves or in my cabinets, where if someone's particularly interested about a neck product, for example, I can just flip right to that before and after and show the clinical studies if they're that type of person and want to see them. But this power of photos, it's it's so incredible to have photos because then you're able to actually show them these before and afters, and it's not just you saying that things are going to work. K. So how do we make this even easier? K. Loyalty programs like RepeatMD, and this is not this is this is not me selling you. This is me telling you. It works magically in my business because RepeatMD has done it the right way. And what they've added I'll go back to this slide, but what they've added is they have added a way for us to have skin care that is literally sitting on their shelves with no inventory in our offices, no minimum order, access to over 500 different sorry, 50 different brands. Okay. Let me get to this slide just so so I can show you. 50 different products. Okay. So we've got from the the convenience of your phone, they can now order things right in their phone. And what this does is it allows you to not only access other brands that patients might be on. So say you don't carry SkinMedica, but patients want a refill of it and they'd rather get it from you. You can say, absolutely. I'll pull pull it right up in your repeat m d f. You can order it from here. Well, guess what that gives you? It still gives you 30% of the profit from that, and the patient's not going back to the other place that they went to buy it from. K? But you can also use your own products and services, and you you can basically build as I'm sure you've already done. If you're on this call, you have the repeat MD app. But now you can add all of your skin care that you offer in office. So right now, my director of marketing is actively putting up every she started with the most popular, and now she's putting everything we offer in our skin care line as something patients can purchase and come in and directly pick up. And she's just reviewing the purchase list, and then our front desk manager, gets that that ready for the patient pickup, and the patients can just come in during their appointment and pick it up. And, Elise, correct me if I'm wrong, but a shipping option is in the works. Is this true? K. Shipping option is in the works so that they can just have it directly shipped to them. And then we offer patients shipping if they would just wanna pay for the shipping, and we'll actually ship it to them now so that they don't have to come in if they don't want to. So you can bundle this into every third product. They get x thing for free, every third check-in. You can really lean into skin care in this way. And I'll answer all these questions in just a sec because I see them coming in. So, but it's it's a beautiful thing. So if you have not leaned into that skin care, you you really, really should. And what I'll tell you is that we also have a Diamond Club membership. So in our Diamond Club membership, patients pay $99 a month. It all goes into their wallet as a beauty bank. And if they're a member, they can use that money towards anything, and they always get 10% off skin care. And then every December, we do 20% off skin care, and people go crazy and buy it like, you know, nut nut nutty people. They just it's set like a I need five sunscreens for the year. I'm stocking up. You know? But you can do bundles. You can do subscriptions. You can do black Black Friday sales. And this year, we did our entire Black Friday, in the app, in the RepeatMD app, and it allowed us to not have the team selling. It would we just pushed them all over to the app, and it was so successful. Okay. So we talked a little bit about this one, and what I was referring to is called skin drop. That's the if you want to add, this special feature, you would talk to your representative at RepeatMD. But what this does is it supplements treatments without inventory, so you don't have to worry about inventory. If you don't have skin care in your practice because you've been scared to add it, you now have something at the touch of your finger to build. A thousand plus products and 50 plus top brands, and then you get 30% of the profit. K? Killer killer deal because that means RepeatMD is taking the risk of the inventory expiring and ordering in the first place, and now you have access to all of that. So what what can you do with your skin care? You can do seasonal promotions and you should build all of these. You can easily build these with chat GBT saying, search the nation of med spas and tell me what the top three promotions were in each of these categories. Summer pigment kits. We wanna do fall laser prep, really leaning into that. That holiday glow prep and then spring refresh. And I'm sure you guys have ideas for this. This is an entirely different marketing talk, but these are just the things that you could put into chat g p t today after this talk and see what you come up with. But, ultimately, we need to have provider accountability because that's the only way your skin care is gonna sell. If you don't have provider accountability, what's gonna happen is you might be the only one selling, and you really notice that because you're the only one on on the retail list. What we do is we encourage our providers to recommend every visit. We have our front desk ask, hey. Do you need any skin care refills? Oh, we have this special of the month, and we have, like, a special skin care item of the month with a tagline telling the patient about what it is. We say we document what they're interested in. We review before their walk coming into we we go into the room what have they bought in the past. So I can specifically say, hey. How are you liking that Alto Advance, the antioxidant that I gave you? And we follow-up with our patients. So you want to verbally make sure you're following up. And then finally, tracking outcomes is so important. So we give our providers, a, a KPI that they look at on a monthly basis sorry, on a weekly basis, and it shows how much their percentage of skin care sales was for that particular week. And then we put it all together for the month, and we also run contests for who can get to the highest, and we show people what the benchmark is at the highest level. So start maybe by setting a 10% goal for your providers of the total revenue that they bring in and see see if you can hit it. K. You with your patient, you have to remember that this there's a major emotional benefit when they're looking in the mirror. When they're looking in the mirror, they're seen on a daily basis their skin more hydrated, their skin have less lines and wrinkles, their skin glow differently because they're using a brightener, their skin feel different, they have confidence, then they want to have consistency with it at home, and now they ultimately feel like they're in control of a part of their treatment regimen. And now they're coming back to you on a regular basis. But they they want to look the best when they look in the mirror. So this is your call to action. This is Alisa, our regional manager. Make sure you train your team. Lean in with your team on the top three. Practice scripts with your admin. Create bundles, special packages. We have a hydration bundle right now that we're selling. It's three products. They get 20% off when they buy three. We actually started that last month before we had the 20% off sale, but people started buying that hydration bundle in the beginning. Track those KPIs, unblind the results to your providers, celebrate people that are the highest level, ask your skin care reps for prizes. Like if someone sells the if someone gets to 10 skin better products this month, they're gonna get a free full size sample. Sometimes reps will lean into doing things like that. It's really cool. And this ultimately elevates your patient outcomes. So think about home care. K? Elevate their home care. When you're elevating their at home care, you're elevating their outcome and their confidence. And ultimately, this is a fun fun world and business of elevating people's confidence, and that is what we are here to do for people. We're here to be their recommenders and their treaters. But if we don't recommend the things they need, they'll never know that they need them. So with that, this is how you guys can get a hold of me one more time. Doctor Amanda Holden on Instagram, and then my podcast is called Holding Time Back on Apple and Spotify. And I'd love for you guys to follow the podcast and listen to some episodes that interest you, you know, like and rate them. And that'll help me, you know, grow grow that. It helps me with my mission, which is to educate the world of aesthetics at the highest level. So thank you guys for being here today, and I'm gonna take some questions before this is over. Amazing. Thank you so much, doctor Holden. That was super informative. And, just before we move on to questions, if anybody is trying to set up my products or, Skin Drop with RepeatMD and you need assistance in your admin panel, there's a little question mark at the bottom, in the right hand side of the screen. You can click that, set up a meeting with your, customer success rep. Or we also have tons of help center articles, tons of workshops that we've we've done through master classes and recorded that are on YouTube. So if anyone needs help, can't find anything, feel free to reach out to me, alisa@repeatmd.com. So perfect. Great. We'll move on to questions then. We've had a couple come through. We'll start with Anita's question. She said, what discount do your staff get on the products? We offer our staff, our cost. So what happens, and and, Anita, you can, chat back and forth with me here just to share your ideas. But we've always offered our staff cost on our products, and then what happens is there are certain companies that say, we're gonna offer if you put in a staff order at the beginning of the month with your main order, we'll separate your staff order into a different category, and they'll get 60% off the the list price. So instead of, like, we we double our price. So whatever our cost is, we double it by 50%. So staff get 50% off essentially of that cost if that's what our the actual cost is. They do have to pay tax in, California the California state tax. And then sometimes, we'll they'll get 10% even lower than that if we put in staff orders. And so always ask your reps if you're able to, do staff orders, because it's a if. that's a great perk too. But oftentimes, your reps are gonna give you samples. So then you as a manager or business owner, you can run contests for your team. Most skin care gets this bundle of products, and now suddenly you're giving things away for free that they love and want, or you have, like, a grab basket of their favorite products. So think of creative ways just to get things that where that you can give them for free. Reps will also do, like, if someone creates a before and after or four month series and gives it to them to share on social media, they'll give you a free product. So there's a lot of marketing negotiation you can do. Love it. That's great. You're. welcome. Jill asked how how much inventory should you physically have on hand on your shelves? Well so we what we do is we look at what has sold over the past six months, and then we look at which providers sell which products because I have four locations. So I'm just gonna talk about a single location. So say you have a single location, you want to know what is your average run rate for those products on a monthly basis. And if you have a provider that typically sells six of the, like, say the, the Alastin a Luminate a month, you wanna keep at least six on hand. What we do is we have a high, medium, and low inventory list. So the low is three or more product three products. That's our minimum par, which means we reorder. Our middle is is six, and our high is from nine to 12. Sometimes we'll go even up to 12 in things that, we use frequently. But it also depends on if you notice when you order, it takes a couple weeks from some companies to get your shipment. You might stock up during certain times of the year a little bit higher, in order to make sure you have plenty. Now I'll say if you're tracking your p and l's, if you're looking at your monthly p and l's with your accountant, or you're doing them, you know, with another someone else in finance, We look closely at how much are we buying each month because we don't want our cost of goods to look like they're highly elevated by stocking up too much for an entire quarter. I used to before I partnered with venture capital, I did stock up and I would stock up for a year or three months. Or if there was a special, I'd even buy six months worth. But then I would have to make an a note that my cogs were affecting my bottom line, my EBITDA that month. And I was gonna have a lower profit profit margin that month because I stocked up that month. And I really wanted to make sure I understood that. So now we are highly focused on let's just buy for the minimum pars. And you can always say to a patient, hey. We're gonna put this order in or we're gonna get it from another location, and you can pay for it right now. And then you'll just pay the shipping so you don't have the inconvenience of coming back and wasting gas. So we'll just get it shipped over to over to you. Awesome. So those are the ways to do it. Great. Amazing. Okay. Let's see. I think the only other question came from Nicole, and she was just wondering if you could share more about your flip book for. for HGB. Yes. So so the flipbook, the flipbook basically is the the one that I was referring to there is one made by Alastin. If you carry any of the Alastin products, they have you can ask your reps for, an education and training flip book, and on the bottom, it has tabs of each of the products that you're recommending to your patients. And then we have an entire skin care shelf of all the Alastin products then when I walk out of my exam room and I can point to them and say, look. This is the one I was recommending. I pick it up. This is the one I want you to get, and I bring it to the front. Even if they don't get it, they decide the price is too high, then it's still there kind of staring at them in the face. So and then you can create your own. So, like, we do have before and afters in in a flip book that we've created over the years that's just a physical book in our lobby. Amazing. Cool. Okay. Great. Thank you, doctor Holden. I think that's all the questions that came through. If anybody else has anything, let us know. We can stay on for a few more minutes. I'll just tell you guys this. It was very, very challenging to decide to add skin care in the beginning of my practice. I don't know where you guys are in terms of building your practices. If anyone's still on, shout out how many years you've been trying to build your practice for. If you're brand new, one year, two years, whatever. You have to struggle with inventory or solo. I used to be exactly there, and that would be a situation where I'd use repeat MD's inventory, and I'd see what sells at the highest level. And I'd keep your favorite products inside your office because there's always a minimum order, and it's usually, between a thousand and $2,500. So you have keep your very top top favorites and maybe just three of those items in stock, and then the rest you can just order off for PMD. You can still have your skin care rep train you in them. You can still have your have full knowledge of them and advertise them on your social media and at your front desk. It would just be ordering in the app and then getting them shipped over to you. The product that I added first was SkinBetter, then I added ZO, which I carry less of now. So SkinBetter is our our SkinBetter and Elastin are two top. I added Elastin when Elastin is right here in Carlsbad. I've been to their lab. They're incredible. Then I added plated, and I love plated for hair, eyes, and for face. So we'll add different things at various times. We'll even toy with other types of skin care. Like, we we were toying with sunscreen from EltaMD because I I do like that in a lot of our patients like that. But now that RepeatMD has this program, you don't even have to worry about keeping an inventory that you can they can just buy it from from there, you know, which is so awesome. Is Zio an option, on can. you was just? answering that. We don't currently carry Zio, but, we are always looking for new brands to work with. So it's on the radar. We've had quite a few people ask about Zio. Yeah. We have we do have Elastin. We do have Plated, and a lot of other great brands. But, yeah, working on Zio. So stay. tuned. So just just know, like, you can have this as part of your recommendations and increase your revenue by just literally having this repeat MD app and selling within the app, but you just have to be comfortable with skin care. And. you have to get comfortable with just recommending the basics in the beginning And then go to as many skin care dinners and courses or have the reps over to buy your team lunch and do a do an in service lunch, and and you will start absorbing it. And then use it yourself and see how it transforms your skin. Really beautiful products. So, yeah, I hope you I wish you guys all the success in 2026. Reach out to me if you have questions about specific things. If I add something new and innovative to our practice, you'll definitely see me talking about it on my Instagram. So, make sure you watch that, and listen to my podcast because doctor Linder, and I are going to be doing basics of skin care and basics of chemical peels. And these are really cool topics coming from a dermatologist who was, like, one of the godmothers of dermatology. Like, not like, it's so cool, and she just simplifies it. She's such a science nerd, and I just love her. So that's coming soon. My podcast is called Holding Time Back. So Holding Time hold on. Let's see. I'm just writing in here. Holding Time Back. It's on Apple and Spotify. And I I interview people from that are the greats in the industry. I just interviewed doctor Kian Karimi. Ours comes out next Tuesday. Leslie Fletcher coming out the following Tuesday. I've had Julie Horn, Tom Van Eyck. You can listen to all of these about what they recommend in their patients of how they help their patients worldwide hold time back. There are even business the I my business mentors are interviewed here. So you can pick and choose what you need, whether it's lips, the the discoverer of cosmetic Botox, doctor Jean Carruthers and I did a series this year. She's incredible. You can hear about how Botox was first, you know, fought for. Wrinkles are not frivolous. That was her fight. So these are things that are just so fun to learn. So so please follow, learn, give me suggestions about what you wanna hear in the future. DM me on my Instagram. That's your best way to to get to me. And then I offer personal mentorship. So if anyone ever wants to become a mentoree, if if they want me to mentor them, then, I can talk to you about those programs as well. Amazing. I do it with us. So, enjoy the holidays, everyone. Happy. holidays. Yes. Thank you so much, doctor Holden. This was an excellent way to round out the year. I'll share the recording tomorrow via email with everyone, and then we'll also have a survey going out probably end of this year, maybe beginning of next year. We're we're curious what you guys want to see with these master classes, who you want to see more of, what topics you want. So, keep an eye out for that survey as well. Would love your feedback. And great. Happy holidays. Bye, guys. Okay. We'll see you later. Bye.