January 4, 2025 • 35 mins
In this episode, we delve deep into the evolution of our brand "For Your Best Self," exploring how it shapes our patient experience and reflects our core mission. We discuss the importance of synergy, culture, and operational excellence in creating a trusted and welcoming environment.
• Exploring the significance of a strong brand
• Understanding our mission and its impact on care
• Highlighting the role of synergy in our healthcare services
• Discussing the Four Agreements as a cultural foundation
• Emphasizing sensory details in enhancing the patient experience
• Analyzing operational strategies that streamline patient interactions
• Encouraging adaptability and open communication with patients
• Commitment to continuous improvement and feedback-driven care
Reach out if you have questions or if you want to share anything about your experience. Reach out to info@foryourbestself.com.
For more information, visit our website http://www.foryourbestself.com and sign up for our monthly newsletter .
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:13):
welcome back to the for your best self podcast.
It's dr novo and dr suja veryon brand.
Talking about branding, I wouldsay this is a topic we're
extremely passionate about and,to kick off 2025, we're actually
going to go back 10 years andstart talking about some of our
(00:34):
foundational things, of how andwhy we created the brand and the
way we did it and why it stillmatters.
When you talk about creating astrong brand, the why is mainly
because it's while everyonebrings their unique talents and
personalities to the table.
(00:54):
Having a strong brand is reallythe only way that you can have
a process in place to create aconsistent patient experience,
which is what we do day to day.
And there's certain pillars ofbrand that we're going to talk
about, but primarily, brand.
A strong brand becomes thatuniversal language that unifies
(01:19):
a team where you can always goback to.
Am I on brand?
And we're going to talk aboutwhat things that makes us on
brand.
For us, and while a brand canevolve and we've never truly
rebranded which is also okay inthe real world I just worked
through that with mysister-in-law and it's fun and
(01:41):
exciting if you do need to do abig pivot but what I've seen
over our 10 years is we comeback at least once a year and we
, I would say we evolve and wekind of refine and tweak our
brands, um, maybe in shifting inthat direction, towards our
(02:01):
vision, which I think is reallyfun for both of us.
So here we are with our 2025version of our brand, which is
pretty similar to where westarted, but we'll go through
some of the evolution of that,and one of the first biggest
pillars of brand is your mission, or our mission.
(02:24):
So if you want to explain our,for your Best, self mission, I'd
be happy to Hi everyone.
Speaker 2 (02:33):
Dr Saluja here, our mission is as follows For your
best self, we are a committed,informed and smiling team
delivering skillful, safe andsynergistic care.
So really think about smiling,knowing your material, knowing
(02:56):
your stuff.
So skillful, safetyconsiderations and being
synergistic and I'll come backto synergistic in a minute.
But we also want to have afirst-class patient experience
and we synergistic and I'll comeback to synergistic in a minute
but we also want to have afirst-class patient experience
and we're going to talk aboutthat a little bit more soon.
Our care includes expertassessment.
So we again have to start withthe assessment before we can
(03:19):
come up with procedures andproducts and prescriptions, and
all of those rely on theassessment.
So we really want to have anexpert assessment.
We want to customize ourtreatments.
Somebody who may want lipfiller may want enhanced volume,
another person may wanthydration, another person is
looking at fine line improvement, and so those treatments are
(03:41):
different.
It's not one treatment of lipfiller, it's really customized
to what the patient would reallylike.
And then outstanding service.
So the patient experience isalso about service.
So we want treatment results,knowledge, assessment, service
and we want you to enjoy yourjourney with us because, at the
end of the day, life is shortand you're coming in for your
(04:03):
best self.
Short and you're coming in foryour best self and if we can
make the visit with us enjoyable, then for your maintenance
treatments you're going to behappy to come back in again,
versus delaying maintenance, andwith so many things,
maintenance is important,including with the work we do in
dermatology and plastic surgery, and so we really want you to
enjoy the journey and we hopeit's a lifelong journey where
(04:26):
each of us is helping you andour teams are helping you during
that time.
So when I talk about synergy,what do we mean?
And with synergy we are talkingabout working together, and
working together matters because, especially this day and age, I
feel like there's so manyplaces that we do this and we do
(04:48):
this and we do this and wereally all have our areas of
expertise.
But it's most exciting when wecome together and we work
together so that our combinedeffect is greater than what each
of us could do on our own.
So we really want our sum to begreater than our individual
efforts, and it doesn't meanthat we're not giving individual
(05:09):
effort.
It just means that we'reworking together in your journey
or in your plan so that we'recombining things like
dermatology and plastic surgeryor health and aesthetics to
really give you more holisticcare, and it's really exciting
for 2025.
We have a third site, launchingjust next week, on Monday, in
Vieira, on the sort of the sideof Vieira Hospital, opposite of
(05:34):
Wickham Road, on a new roadcalled Vadena Drive, and we are
partnering with ForefrontDermatology on that site.
It's a collaboration where wehope synergy shines, where we
have a center that's morededicated to medical dermatology
and skin cancer surgery so thatwe can offer that full scope of
(05:55):
dermatology and plastic surgerycare that includes
insurance-based medicine, whichwe currently do, but we expand
on that and in turn, that allowsus at the For your Best Self
current sites to expand on theaesthetic care that we're
delivering, the anti-aging andthe wellness care.
So that's our mission.
For your Best Self.
We are a committed, informedand smiling team delivering
(06:18):
skillful, safe and synergisticcare with a first-class patient
experience.
And now I want to transitionback to Dr Novo to talk about
another pillar of the brand,which is culture.
Speaker 1 (06:32):
Perfect.
When I met Dr Sulu-Jun, westarted talking about brands.
I had not heard of the FourAgreements.
It's a brilliant book, as isshe, and it's a brilliant
recommendation to really I wouldsay that formed our foundation
for our work culture.
(06:54):
Also our personal culture.
If you're not familiar with theFour Agreements, life-changing
book by Don Miguel Ruiz Toltec,wisdom and basically personal
life development.
This is our foundation.
We have the posters in ourspaces.
It is a daily reminder becauseit takes daily effort and work,
(07:16):
and reminding yourself to livethe four agreements.
The shapes by upholding thefour agreements.
This truly is our guide toshape and maintain our work,
work culture.
So, number one easy.
Well, I'd say the easiest,because it's a commitment to
(07:38):
yourself.
I, trusting yourself, I willalways do my best, right?
I think a lot of us have themindset what can I do if I could
show up 0.1% better tomorrowthan I was today?
What does that look like?
And look at my trajectory ifI'm doing that every day, right?
So a commitment to always doingyour best.
That's how we feel.
(07:58):
Good at the end of our day,that you gave it your all.
Number two I won't makeassumptions.
You gave it your all.
Number two I won't makeassumptions.
What does this mean?
I'm going to trust andcommunicate, clearly giving the
benefit of the doubt towardsyour teammates, trusting your
teammates.
I think this one is essentialto a healthy work environment,
(08:21):
to a healthy work environment.
So, and I would say, this onetakes a lot of practice as well.
I like that one from astandpoint of asking questions
and being curious too, and notto assume so if you don't know,
ask.
Speaker 2 (08:37):
That's important.
Don't be scared to askquestions and even if it's,
you've been there, you've beenworking with us for six months
or a year or five years.
Ask questions, be curious.
That's huge Instead of assumingor.
Speaker 1 (08:51):
Right, I love that word curious too, because it's
very non-judgmental and you'reopening up yourself to, you want
to learn more and it's notembarrassing or you know no
one's judging you.
We actually value thatcuriosity.
That's huge, thank you.
I am impeccable with my words,so be truthful.
(09:13):
You'll notice, part of ourbrand is language and language
matters.
Of course, 90-some percent ofcommunication is physical body
language, but it shows you thatthe last few percentages, the
words, matter.
So I think we're alwaysevolving our language and
(09:36):
coaching each other.
You know, I challenge my teamto never, never, to try not to
say only or just right.
We'll say exclusively or, youknow, using words that don't
minimize but elevate.
We don't say free or discounted, right, it's a gift or
complimentary, special.
So we are very particular inour words and our language, and
(10:00):
I think that conveys athoughtfulness and respect to
whoever you're interacting with.
And then, finally I will nottake things personally I would
say this is maybe the hardestone for everyone on a human
level, but this is creating aculture of seeking growth,
(10:22):
seeking feedback.
That's the only way we doindeed improve on a consistent
basis.
Speaker 2 (10:29):
Anything you want to say on that one, I think it's
really hard to give feedback ifit's not solicited so, and it's
really hard to push growth onsomeone if they're not asking,
and that doesn't always meangrowth in position.
Um, for example, leaders don'tneed a position, can be a leader
, and we're a lot of leadershipis just doing things and working
(10:52):
together and inspiring othersto also work together.
So I think that I think nottaking things personally when I
work with teammates that arelike that, it's very helpful
because we're all able tocommunicate more freely and
(11:12):
openly and get better, or atleast one of my goals is to tell
our team that I've been in this20 plus years.
You've been a physician for howmany years?
So many years.
Maybe, also 20.
How long?
Speaker 1 (11:28):
20?
.
I can't reveal my age, I'm justkidding, I've been in the
practice for 10, but thetraining was another.
You know another 12.
Speaker 2 (11:36):
Yeah, so 20 plus years same and I'm still
learning and I'm still going toseminars or conferences or
collaborations or boards or evenone-on-one sessions where I'm
asking for feedback or and thoselittle little refinements or
little changes help to this day.
(11:58):
They're priceless, so we allcan benefit from not taking
things personally and andsoliciting to get better one of
my favorite quotes is an expertis a beginner who didn't give up
.
Speaker 1 (12:10):
Yeah, so that everyone starts somewhere.
But the expert keeps seekingthat improvement, keep seeking
feedback.
Yeah, there, and that's for allroles.
Right, there's, there'sanswering the phone.
Speaker 2 (12:26):
There's an art to answering the phone there's an
art to cleaning and organizingand storing an exam or treatment
room storing things in an examtreatment room.
There's an art to updating ourpaperwork, there is expertise in
how to deliver instructions sothat patients hear them.
So there's so many roles in ourpractice and they all matter
(12:50):
and all of thoseresponsibilities under those
roles matter.
Speaker 1 (12:55):
So between the mission and culture that has
really set the foundation forour product, which is patient
experience.
So we're going to start talkingabout some of the nuances, the
other layers of patientexperiences.
There's two main bundles ofthat, I'd say the tangible and
(13:18):
the non-tangible.
So when we talk about thetangible, that's more your
senses, what you see, feel, hear, and then the non-tangibles,
which are more operational,equally paramount, equally
important and essential, andeverything works together to
create this consistent picturethat people want to come back to
(13:42):
.
So that creates our goalultimately loyalty, which is
really long-term relationshipswith our patients.
Right, we're about the journey.
We're not, you know, we're notthe Groupon, we're not the, you
know, most expensive, we're notthe least expensive.
We're right there where we'reapproachable Provide value,
(14:05):
provide value.
We're going to attract thepatients that see that value
which speaks to our mission.
I'm going to go through some ofthe tangible senses which really
should be consistent.
You know, if I close my eyesand I say, okay, I'm going to
(14:26):
walk into this space, they saythat the first thing of your
senses is scent.
So we have a consistent scent.
It's clean, it's not toomasculine or too feminine, so
it's a very inclusive, clean,fresh scent scent.
You know we're constantlygetting feedback.
It can't be too strong, youknow, because that will be too
(14:47):
much for some staff and patients.
So we're always refining this.
I mean, it seems like thesmallest detail, but it's almost
a daily conversation.
So scent is important, that youfeel that awakened.
And when you walk in as a teammember, I'm sensitive, so they
(15:09):
always are worried I'm going tobe upset over food.
It's like, well, patientsshouldn't smell food.
So we do work on these things.
Consistently.
We're using white tea, whitetea, okay, yeah, white tea by
hotel.
So once that scent welcomes youand embraces you, you're like
yes, this is somewhere I want tobe, this is somewhere I want to
(15:31):
spend time.
Right, when it smells good.
Right, if it smells bad, you'relike I got to get out of here.
That's like your first gutinstinct.
So we've welcomed you andencouraged some place that you
want to spend time.
Secondarily, you're going tolook around.
We're not quite Apple, but ourgoal is minimalistic.
(15:57):
Right, it's not cluttered, it'swelcoming, it's I would say
it's.
It's welcoming, I would sayit's luxurious without being
pretentious.
Right, it's elevated withoutbeing exorbitant.
So it's refined, clean, notcluttered.
We've had some upgrade.
We're constantly evolving ourart, things that we like Plants.
(16:26):
You brought in some beautifulliving plants.
Yeah, we knew green was good,but we did have artificial for a
while, so we upgraded in someof our spaces with some living
plants.
Speaker 2 (16:31):
That's been wonderful and I think it's interesting
because we're very we have a lotof traffic we have a lot of
clinics have 30 to 40 patients aday and we have multiple
clinics and multiple a day, andwe have multiple clinics and
multiple sites or in the same,even the same, suite, and so I
think you know there are thingswe have to do to keep things
(16:52):
clean and materials we have touse, so sometimes we may not be
able to use a white fabricbecause we want to provide for
longevity and cleanliness, andso I think we do a pretty good
job with with the combination ofbeauty but still being a
medical, clean space right, Iagree it's.
Speaker 1 (17:10):
It's a fine line of um being able to do the job that
we need to do, but making itlike I would love to have softer
lighting, but I need whitelighting for skin, yeah, skin
exams, yeah, to be able to lookclearly um, that's a good point,
and people are in gowns or maynot have clothing on, so we do
need to have surfaces that arewipeable and and all.
Speaker 2 (17:30):
So I think we're really taking into that safety
consideration, the safety andhealth components and then, and
then.
Given that as a foundation, howcan we make the space look good
?
Speaker 1 (17:41):
right.
Um, and we both enjoyed thatprocess too, the um, the
aesthetic of it, uh, sound sofrom that warm welcome, that
greeting, that hello you know,using names whenever possible is
important um, so that warmgreeting and then pleasant music
(18:03):
.
We definitely have specificbranded stations, music that is.
You know, I personally mightlisten to very different music
in my car at home, but I knowwhen I get to work it's a
certain energy vibe that isreally a little bit more
universal, comforting, is reallya little bit more universal,
(18:24):
comforting, obviously notexpletive, or it's a certain
type of energy that we'relooking for.
That, yes, makes a fun workenvironment.
Speaker 2 (18:33):
Right, music can change a mood, so we don't want
it to be sad Sometimes it gets alittle not too moody but not
too up right and we have tochange the station.
Speaker 1 (18:46):
Yeah sometimes, right so we do have a set playlist
and selections and that too isevolving, right so it's.
You know, sometimes it'sclassics, sometimes we go back
in time, right, fleetwood Mac,for example.
But consistent sound isimportant as well, and also
(19:06):
hushed tones.
And while we're fun people andlike to have fun, I'd say we're
constantly encouraging.
You know, laughter sillinessobviously takes place at the
break room or your lunch or yourwalk.
We are sensitive to patientsand what they're going through.
You know the scope Noteverybody's having good news,
(19:30):
right.
So we're sensitive to our work,voices being hushed tones or
whispers outside of the patientroom or when we're communicating
.
You know we're not shoutingdown the hall, or so I think we
are conscious of our own voiceand our collaborative voice
volumes.
Sound travels, you know,sometimes even through closed
(19:52):
spaces.
We've intentionally designedopen spaces where we don't have
offices.
It's very open so that we canhear, have a, have a finger on
the pulse of what is transpiringthroughout the day.
I like that.
Speaker 2 (20:05):
It's not for everybody.
I do as well.
I learned so much by listening,yeah exactly so.
Speaker 1 (20:11):
We are in a space where you can take in a lot, so
you have to be conscious of howwe all collectively contribute
to that.
Next is taste.
We're going to provideconsistent refreshment.
You know, a nice bottled water,possibly sparkling and
refreshment Dr Suluja is reallygood about those special treats
(20:36):
an elevated small chocolate forsome of your patient's events.
Or, you know, we're going tohave nutrition for our patients
available if they're havingsurgery.
Juice if they might have lowsugar.
So there's things at hand.
Maybe there's a long wait time.
Unexpectedly we're going tohave some nutrition to offer.
Speaker 2 (20:58):
I think some of our most surgery patients, because
they're in the office formultiple hours having their skin
cancer removed.
We know they may neednourishment.
I like the greeting to includethe Solutia MD hand sanitizer
because, again, it has a nicescent and feel and it's clean.
(21:18):
So it fulfills many of what wealready highlight in our brand.
Some of our patients arewaiting for numbing medicine to
work, so they might be there for30 or 45 minutes while numbing
medicine works, and then ablanket or a warm towel may be
(21:38):
nice for them.
Lowering the lighting at thoseperiods of time so many of us
don't get just a quiet space torest with our feet up, and so we
want to accommodate that.
Conversely, there's somepatients that are working and
want the light up and want theirlaptop out and their Wi-Fi
connected so that they can getthings done while their
(22:01):
anesthesia is kicking in and sothere's Customizing that
experience for what it lookslike.
So I would encouragecommunication both for our team
to ask patients what they reallywant because at the end of the
day, our goal is to accommodatethem.
Right, exactly, exactly and tomake you happy right, right.
If you're in visiting us tomeet what you're and exceed your
(22:22):
expectations, and communicatingif you're a patient,
communicating with us on whatyou're and exceed your
expectations.
So, and communicating if you'rea patient, communicating with us
on what you'd like your visitto look like, Because that's, I
think, along with curiosity oneof the words I like is flexible
we want to be flexible.
So you want to work, we wantthe Wi-Fi.
Let's do that.
You want to have relaxation time?
Let's work on that.
(22:43):
You want to come in and out ofthe visit and get your you know,
your botox or your prescriptionrefill?
Yeah, let's, let's do that.
You'd like to talk a little bitmore about your skincare plan?
Let's do that.
But please communicate, becauseevery patient is different and
wants different things and wedon't always know what you want
on that particular day right,and I think that's important
(23:04):
when you talk about brand.
Speaker 1 (23:06):
It's not a script where everyone's robotic going
through a specific play.
It's a foundation that you'reliving, you're comfortable in
that, but then it's fluid toadapt and then you know, we are
a small, we're still arelatively small business, we're
growing but we?
Speaker 2 (23:26):
but we're humans and we work with humans.
So people will call out orthere might be somebody.
It's their first week or firstmonth that they're with us.
So I think you know we'retrying to teach and train while
also seeing patients and havingour schedule, and I think our
schedule's not.
You know our schedule'scontinuing and I think our
schedule is not.
You know our schedule iscontinuing and I think all of us
(23:47):
having grace and understandingis helpful and communication
goes a long way with that.
So we ask our training team toplease say your training or, if
we do have a call out to beunderstanding and likewise if a
patient's stuck in traffic, Iwould love for us to be as
understanding as possible andwork with what you have going on
(24:08):
in your situation as well Anypoint that you can minimize any
point of friction for anyoneyour colleague, your patient
really navigating those to makeit as enjoyable as possible.
Speaker 1 (24:29):
You closed it out with touch, all those things.
The hand sanitizer the finalsense, offering that hand
sanitizer as part of ourgreeting.
That is Dr Suluja's specialformula, which is very addictive
Warm towel to cleanse the faceor hands, kind of like that.
If you've ever seen someone flyin first class, that warm towel
(24:56):
that they get offered.
Luminosity oil is also yourother amazing scent essential
oils for the hands or the face.
We want to offer information.
New patients should be offereda practice brochure which
highlights our credentials asour practitioners.
Every practitioner has a uniquerec card which really
(25:21):
personalizes their expertise andcredentials, um, as well as a
menu and any promotions thatmight be offered, uh, regarding
skincare or special events, um,so really tying in that
education, information,credentialing, um and through
touch.
(25:41):
The other pillar of experienceis really the operations.
You know what magic, whatDisney magic?
There's a reason why, likeDisney is a branding expert.
Right, they've refined theirprocesses, so it's a very
(26:01):
consistent experience.
So the operations, I would say,is the behind-the-scenes magic
which gets the work done at theend of the day.
So we have some very specificfirst-class care must-haves from
all compartments of the teamfront back and then everyone.
Speaker 2 (26:23):
And I think, operationally, where it starts
is pre-visit.
So Clara is our patientmessenger system.
Our goal is we use Clara toremind you of appointments, to
give you preliminary paperworkthat you can fill and send back,
to get financial information,to streamline the check-in and
(26:43):
check-out process when you'reactually in the office.
So using Clara to the fullestextent pre-visit helps with that
patient experience and that'san operational item that allows
technology to actually help usin the experience.
I think likewise we record thispodcast to educate on little
(27:07):
pieces of the practice and bigpieces of the practice prior to
your visit.
So if a patient's coming in fora softwave consult or a
MyElevate consultation, comingto the podcast prior to the
consultation allows thatconsultation to be that much
more engaging and informativefor the patient because they're
(27:29):
getting some of the basicinformation prior.
I love our website for thenumber of pages it has and the
sheer volume of information andI think that's another resource
and patients learn in differentways.
So if somebody learns betterfrom a website, that's available
.
If someone learns better fromsocial media snippets, that's
(27:50):
available.
The Instagram at Dr Salujaunderscore Dr Saluja.
If a patient learns better frompodcasts, that's there.
I think that we then, in ourday, start with the daily
morning huddle.
The morning huddle is importantfor getting everyone on the
same page, looking through theschedule, seeing if there's any
special things we may need to beaware of for the day, setting
(28:11):
an intention and or a goal forthe day.
I think we talked a lot aboutthe patient experience from the
patient's point of view fortheir visit.
The patient's point of view fortheir visit, but from the
operational standpoint, I think,leaving before or before you
leave the room that you haveyour next appointment, you have
any reminders entered, which wecall recalls.
(28:32):
I think those are importantbecause I know once you get home
, it's so easy to say I'll callback or I'll look at my calendar
, and life gets busy and it'shard to make time for yourself,
and our goal is that weencourage you to make time for
yourself.
We help you make thoseappointments.
So, what do they say?
Get your important stones inyour jar first, so then the sand
fills around that.
Speaker 1 (28:52):
And if we don't?
Speaker 2 (28:54):
appointments are part of those stones right.
Your best skin or your bestself doesn't happen without
having your appointments, sothat's important.
Operationally, it's important,when we are transitioning
between the in-room to thecheckout, that we do a handoff
so you know what products youmay need to pick up or how your
handoff looks.
(29:14):
One of the things I liketalking about as part of the
brand is comfort.
There are so many measures forcomfort these days.
I don't want our patients tofeel discomfort, or at least to
minimize it if we can, and thatmay include relaxing nitrous
oxide or a sublingual dissolvingtablet that helps with pain
(29:35):
control, or topical anesthesia,or simply talking to somebody
while we're doing the procedureand tapping their body for
distraction, or using a coolroller to help with numbing.
So I think that's an importantaspect Taking high quality
photos, because this is ajourney.
So it's really lovely to seephotos from before and after
(29:58):
procedures or from a skin cancerdiagnosis standpoint, to see
what your skin cancer look likein photos, to have your
treatment plan for the surgeryand see your results at, you
know, one week post surgery, butthen also at one year post
surgery, because the bodyimproves over the year and it's
nice to measure those results inphotos.
(30:18):
I think skin care is a reallyimportant piece operationally
and experience wise and resultswise.
So we really want our patientsto have a skincare plan and
that's that's done at home, thatallows you to be in control and
participate in your health andyour beauty as well.
(30:38):
So both skincare benefits, bothhealth and and aesthetics, and
then we want to be reasonable.
So, like I mentioned earlier,if you are running late, then we
want to be able to accommodate.
You do have an event next weekand you need to get in for your
(30:58):
Botox or Dysport.
We want to be able toaccommodate.
It may mean that you have to goto one of our other sites or
you have to see a differentpractitioner than you usually do
, but the goal is is that we'reall working together
synergistically for your bestself and that's our, that's our
brand and I think I think beingopen to the flexibility again is
(31:23):
helpful and we want to beflexible to be able to
accommodate.
Likewise, sometimes we can't dowhat you ask and I'll have
patients come in with a fullface of makeup and they want
their cheek filler that day andI just can't do it because there
are elements of makeupparticles that are sort of
getting embedded in the skinthroughout the day and at 9 am
(31:46):
that might be a very easy facecleanse.
Speaker 1 (31:48):
At 5 pm.
Speaker 2 (31:49):
That is not such a safe face cleanse, and so when
we send instructions, pleasedon't wear makeup or skincare
the day of your fillerappointment.
I think it's important tofollow those, because we are
partners in your care.
That means we're doing what weneed to do, you're doing what
you need to do.
So instructions really domatter, and so I encourage
(32:10):
anyone who's looking for a greatexperience to really read their
pre and post procedureinstructions as closely and
carefully as possible and ask usquestions on those, because
there are times when we do turnaway, even though that may not
be the initial intention and Iknow it's disappointing.
Speaker 1 (32:27):
But again safety comes into play.
I think that segues also nicelyto.
We try to say no in any waypossible, like we're going to
always accommodate.
But if it's a no it's for avery specific reason, which is
usually safety.
Speaker 2 (32:44):
If it's a no, it's for a very specific reason,
which is usually safety, yeah,and if we are running or if the
patient is at the wrong, showedup at the wrong time or the
wrong day and it's a lengthyprocedure.
Again, safety right, we have tosay here to accommodate where
(33:05):
we can.
Speaker 1 (33:06):
Absolutely.
Speaker 2 (33:07):
If we can, safely and in consideration of the day.
Absolutely Likewise, there arethings where we run late, right,
Because things come up.
I may have someone who getslightheaded or passes out
hopefully very rarely.
One of the reasons we don'tadvise going to beauty parties
especially for injections isthat there are risks, such as
(33:27):
cleanliness and painting, and sowe want to have the tools and
the equipment and, obviously,the nice treatment chairs to
make all of those things verysafe and supportive in those
scenarios In summary, are weready for the summary?
Speaker 1 (33:47):
Do we want to?
elaborate on anything.
If you take a step back and putall of these things together,
it creates for your best self.
It's going to provide your bestskin, best face, best body, the
best team, because at For yourBest Self, our first-class team
is our most important resourceand experience.
Committed to our guests andpatients, we hope to leave you
(34:14):
with the best feeling, providethe best advices, learn and keep
our skills up.
So we are offering the bestapproach, which is often
collaborative and synergistic,to give you the best results.
We're going to use the bestcommunication to get there and
(34:36):
have our best health to all beour best selves.
Thank you for listening.
We hope this was helpful inyour own experience or learning
and we'll see you for listening.
We hope this was helpful inyour own experience or learning
and we'll see you next time.
Speaker 2 (34:49):
I think.
Reach out if you have questionsor if you want to share
anything about your experience.
Reach out to info atforyourbestselfcom.
Perfect, and let us know we'rehappy to engage with you through
our email.
Speaker 1 (35:02):
Yes, thanks for listening.
We'll talk to you soon, thankyou.
welcome back to the for your best self podcast.
It's dr novo and dr suja veryon brand.
Talking about branding, I wouldsay this is a topic we're
extremely passionate about and,to kick off 2025, we're actually
going to go back 10 years andstart talking about some of our
(00:34):
foundational things, of how andwhy we created the brand and the
way we did it and why it stillmatters.
When you talk about creating astrong brand, the why is mainly
because it's while everyonebrings their unique talents and
personalities to the table.
(00:54):
Having a strong brand is reallythe only way that you can have
a process in place to create aconsistent patient experience,
which is what we do day to day.
And there's certain pillars ofbrand that we're going to talk
about, but primarily, brand.
A strong brand becomes thatuniversal language that unifies
(01:19):
a team where you can always goback to.
Am I on brand?
And we're going to talk aboutwhat things that makes us on
brand.
For us, and while a brand canevolve and we've never truly
rebranded which is also okay inthe real world I just worked
through that with mysister-in-law and it's fun and
(01:41):
exciting if you do need to do abig pivot but what I've seen
over our 10 years is we comeback at least once a year and we
, I would say we evolve and wekind of refine and tweak our
brands, um, maybe in shifting inthat direction, towards our
(02:01):
vision, which I think is reallyfun for both of us.
So here we are with our 2025version of our brand, which is
pretty similar to where westarted, but we'll go through
some of the evolution of that,and one of the first biggest
pillars of brand is your mission, or our mission.
(02:24):
So if you want to explain our,for your Best, self mission, I'd
be happy to Hi everyone.
Speaker 2 (02:33):
Dr Saluja here, our mission is as follows For your
best self, we are a committed,informed and smiling team
delivering skillful, safe andsynergistic care.
So really think about smiling,knowing your material, knowing
(02:56):
your stuff.
So skillful, safetyconsiderations and being
synergistic and I'll come backto synergistic in a minute.
But we also want to have afirst-class patient experience
and we synergistic and I'll comeback to synergistic in a minute
but we also want to have afirst-class patient experience
and we're going to talk aboutthat a little bit more soon.
Our care includes expertassessment.
So we again have to start withthe assessment before we can
(03:19):
come up with procedures andproducts and prescriptions, and
all of those rely on theassessment.
So we really want to have anexpert assessment.
We want to customize ourtreatments.
Somebody who may want lipfiller may want enhanced volume,
another person may wanthydration, another person is
looking at fine line improvement, and so those treatments are
(03:41):
different.
It's not one treatment of lipfiller, it's really customized
to what the patient would reallylike.
And then outstanding service.
So the patient experience isalso about service.
So we want treatment results,knowledge, assessment, service
and we want you to enjoy yourjourney with us because, at the
end of the day, life is shortand you're coming in for your
(04:03):
best self.
Short and you're coming in foryour best self and if we can
make the visit with us enjoyable, then for your maintenance
treatments you're going to behappy to come back in again,
versus delaying maintenance, andwith so many things,
maintenance is important,including with the work we do in
dermatology and plastic surgery, and so we really want you to
enjoy the journey and we hopeit's a lifelong journey where
(04:26):
each of us is helping you andour teams are helping you during
that time.
So when I talk about synergy,what do we mean?
And with synergy we are talkingabout working together, and
working together matters because, especially this day and age, I
feel like there's so manyplaces that we do this and we do
(04:48):
this and we do this and wereally all have our areas of
expertise.
But it's most exciting when wecome together and we work
together so that our combinedeffect is greater than what each
of us could do on our own.
So we really want our sum to begreater than our individual
efforts, and it doesn't meanthat we're not giving individual
(05:09):
effort.
It just means that we'reworking together in your journey
or in your plan so that we'recombining things like
dermatology and plastic surgeryor health and aesthetics to
really give you more holisticcare, and it's really exciting
for 2025.
We have a third site, launchingjust next week, on Monday, in
Vieira, on the sort of the sideof Vieira Hospital, opposite of
(05:34):
Wickham Road, on a new roadcalled Vadena Drive, and we are
partnering with ForefrontDermatology on that site.
It's a collaboration where wehope synergy shines, where we
have a center that's morededicated to medical dermatology
and skin cancer surgery so thatwe can offer that full scope of
(05:55):
dermatology and plastic surgerycare that includes
insurance-based medicine, whichwe currently do, but we expand
on that and in turn, that allowsus at the For your Best Self
current sites to expand on theaesthetic care that we're
delivering, the anti-aging andthe wellness care.
So that's our mission.
For your Best Self.
We are a committed, informedand smiling team delivering
(06:18):
skillful, safe and synergisticcare with a first-class patient
experience.
And now I want to transitionback to Dr Novo to talk about
another pillar of the brand,which is culture.
Speaker 1 (06:32):
Perfect.
When I met Dr Sulu-Jun, westarted talking about brands.
I had not heard of the FourAgreements.
It's a brilliant book, as isshe, and it's a brilliant
recommendation to really I wouldsay that formed our foundation
for our work culture.
(06:54):
Also our personal culture.
If you're not familiar with theFour Agreements, life-changing
book by Don Miguel Ruiz Toltec,wisdom and basically personal
life development.
This is our foundation.
We have the posters in ourspaces.
It is a daily reminder becauseit takes daily effort and work,
(07:16):
and reminding yourself to livethe four agreements.
The shapes by upholding thefour agreements.
This truly is our guide toshape and maintain our work,
work culture.
So, number one easy.
Well, I'd say the easiest,because it's a commitment to
(07:38):
yourself.
I, trusting yourself, I willalways do my best, right?
I think a lot of us have themindset what can I do if I could
show up 0.1% better tomorrowthan I was today?
What does that look like?
And look at my trajectory ifI'm doing that every day, right?
So a commitment to always doingyour best.
That's how we feel.
(07:58):
Good at the end of our day,that you gave it your all.
Number two I won't makeassumptions.
You gave it your all.
Number two I won't makeassumptions.
What does this mean?
I'm going to trust andcommunicate, clearly giving the
benefit of the doubt towardsyour teammates, trusting your
teammates.
I think this one is essentialto a healthy work environment,
(08:21):
to a healthy work environment.
So, and I would say, this onetakes a lot of practice as well.
I like that one from astandpoint of asking questions
and being curious too, and notto assume so if you don't know,
ask.
Speaker 2 (08:37):
That's important.
Don't be scared to askquestions and even if it's,
you've been there, you've beenworking with us for six months
or a year or five years.
Ask questions, be curious.
That's huge Instead of assumingor.
Speaker 1 (08:51):
Right, I love that word curious too, because it's
very non-judgmental and you'reopening up yourself to, you want
to learn more and it's notembarrassing or you know no
one's judging you.
We actually value thatcuriosity.
That's huge, thank you.
I am impeccable with my words,so be truthful.
(09:13):
You'll notice, part of ourbrand is language and language
matters.
Of course, 90-some percent ofcommunication is physical body
language, but it shows you thatthe last few percentages, the
words, matter.
So I think we're alwaysevolving our language and
(09:36):
coaching each other.
You know, I challenge my teamto never, never, to try not to
say only or just right.
We'll say exclusively or, youknow, using words that don't
minimize but elevate.
We don't say free or discounted, right, it's a gift or
complimentary, special.
So we are very particular inour words and our language, and
(10:00):
I think that conveys athoughtfulness and respect to
whoever you're interacting with.
And then, finally I will nottake things personally I would
say this is maybe the hardestone for everyone on a human
level, but this is creating aculture of seeking growth,
(10:22):
seeking feedback.
That's the only way we doindeed improve on a consistent
basis.
Speaker 2 (10:29):
Anything you want to say on that one, I think it's
really hard to give feedback ifit's not solicited so, and it's
really hard to push growth onsomeone if they're not asking,
and that doesn't always meangrowth in position.
Um, for example, leaders don'tneed a position, can be a leader
, and we're a lot of leadershipis just doing things and working
(10:52):
together and inspiring othersto also work together.
So I think that I think nottaking things personally when I
work with teammates that arelike that, it's very helpful
because we're all able tocommunicate more freely and
(11:12):
openly and get better, or atleast one of my goals is to tell
our team that I've been in this20 plus years.
You've been a physician for howmany years?
So many years.
Maybe, also 20.
How long?
Speaker 1 (11:28):
20?
.
I can't reveal my age, I'm justkidding, I've been in the
practice for 10, but thetraining was another.
You know another 12.
Speaker 2 (11:36):
Yeah, so 20 plus years same and I'm still
learning and I'm still going toseminars or conferences or
collaborations or boards or evenone-on-one sessions where I'm
asking for feedback or and thoselittle little refinements or
little changes help to this day.
(11:58):
They're priceless, so we allcan benefit from not taking
things personally and andsoliciting to get better one of
my favorite quotes is an expertis a beginner who didn't give up
.
Speaker 1 (12:10):
Yeah, so that everyone starts somewhere.
But the expert keeps seekingthat improvement, keep seeking
feedback.
Yeah, there, and that's for allroles.
Right, there's, there'sanswering the phone.
Speaker 2 (12:26):
There's an art to answering the phone there's an
art to cleaning and organizingand storing an exam or treatment
room storing things in an examtreatment room.
There's an art to updating ourpaperwork, there is expertise in
how to deliver instructions sothat patients hear them.
So there's so many roles in ourpractice and they all matter
(12:50):
and all of thoseresponsibilities under those
roles matter.
Speaker 1 (12:55):
So between the mission and culture that has
really set the foundation forour product, which is patient
experience.
So we're going to start talkingabout some of the nuances, the
other layers of patientexperiences.
There's two main bundles ofthat, I'd say the tangible and
(13:18):
the non-tangible.
So when we talk about thetangible, that's more your
senses, what you see, feel, hear, and then the non-tangibles,
which are more operational,equally paramount, equally
important and essential, andeverything works together to
create this consistent picturethat people want to come back to
(13:42):
.
So that creates our goalultimately loyalty, which is
really long-term relationshipswith our patients.
Right, we're about the journey.
We're not, you know, we're notthe Groupon, we're not the, you
know, most expensive, we're notthe least expensive.
We're right there where we'reapproachable Provide value,
(14:05):
provide value.
We're going to attract thepatients that see that value
which speaks to our mission.
I'm going to go through some ofthe tangible senses which really
should be consistent.
You know, if I close my eyesand I say, okay, I'm going to
(14:26):
walk into this space, they saythat the first thing of your
senses is scent.
So we have a consistent scent.
It's clean, it's not toomasculine or too feminine, so
it's a very inclusive, clean,fresh scent scent.
You know we're constantlygetting feedback.
It can't be too strong, youknow, because that will be too
(14:47):
much for some staff and patients.
So we're always refining this.
I mean, it seems like thesmallest detail, but it's almost
a daily conversation.
So scent is important, that youfeel that awakened.
And when you walk in as a teammember, I'm sensitive, so they
(15:09):
always are worried I'm going tobe upset over food.
It's like, well, patientsshouldn't smell food.
So we do work on these things.
Consistently.
We're using white tea, whitetea, okay, yeah, white tea by
hotel.
So once that scent welcomes youand embraces you, you're like
yes, this is somewhere I want tobe, this is somewhere I want to
(15:31):
spend time.
Right, when it smells good.
Right, if it smells bad, you'relike I got to get out of here.
That's like your first gutinstinct.
So we've welcomed you andencouraged some place that you
want to spend time.
Secondarily, you're going tolook around.
We're not quite Apple, but ourgoal is minimalistic.
(15:57):
Right, it's not cluttered, it'swelcoming, it's I would say
it's.
It's welcoming, I would sayit's luxurious without being
pretentious.
Right, it's elevated withoutbeing exorbitant.
So it's refined, clean, notcluttered.
We've had some upgrade.
We're constantly evolving ourart, things that we like Plants.
(16:26):
You brought in some beautifulliving plants.
Yeah, we knew green was good,but we did have artificial for a
while, so we upgraded in someof our spaces with some living
plants.
Speaker 2 (16:31):
That's been wonderful and I think it's interesting
because we're very we have a lotof traffic we have a lot of
clinics have 30 to 40 patients aday and we have multiple
clinics and multiple a day, andwe have multiple clinics and
multiple sites or in the same,even the same, suite, and so I
think you know there are thingswe have to do to keep things
(16:52):
clean and materials we have touse, so sometimes we may not be
able to use a white fabricbecause we want to provide for
longevity and cleanliness, andso I think we do a pretty good
job with with the combination ofbeauty but still being a
medical, clean space right, Iagree it's.
Speaker 1 (17:10):
It's a fine line of um being able to do the job that
we need to do, but making itlike I would love to have softer
lighting, but I need whitelighting for skin, yeah, skin
exams, yeah, to be able to lookclearly um, that's a good point,
and people are in gowns or maynot have clothing on, so we do
need to have surfaces that arewipeable and and all.
Speaker 2 (17:30):
So I think we're really taking into that safety
consideration, the safety andhealth components and then, and
then.
Given that as a foundation, howcan we make the space look good
?
Speaker 1 (17:41):
right.
Um, and we both enjoyed thatprocess too, the um, the
aesthetic of it, uh, sound sofrom that warm welcome, that
greeting, that hello you know,using names whenever possible is
important um, so that warmgreeting and then pleasant music
(18:03):
.
We definitely have specificbranded stations, music that is.
You know, I personally mightlisten to very different music
in my car at home, but I knowwhen I get to work it's a
certain energy vibe that isreally a little bit more
universal, comforting, is reallya little bit more universal,
(18:24):
comforting, obviously notexpletive, or it's a certain
type of energy that we'relooking for.
That, yes, makes a fun workenvironment.
Speaker 2 (18:33):
Right, music can change a mood, so we don't want
it to be sad Sometimes it gets alittle not too moody but not
too up right and we have tochange the station.
Speaker 1 (18:46):
Yeah sometimes, right so we do have a set playlist
and selections and that too isevolving, right so it's.
You know, sometimes it'sclassics, sometimes we go back
in time, right, fleetwood Mac,for example.
But consistent sound isimportant as well, and also
(19:06):
hushed tones.
And while we're fun people andlike to have fun, I'd say we're
constantly encouraging.
You know, laughter sillinessobviously takes place at the
break room or your lunch or yourwalk.
We are sensitive to patientsand what they're going through.
You know the scope Noteverybody's having good news,
(19:30):
right.
So we're sensitive to our work,voices being hushed tones or
whispers outside of the patientroom or when we're communicating
.
You know we're not shoutingdown the hall, or so I think we
are conscious of our own voiceand our collaborative voice
volumes.
Sound travels, you know,sometimes even through closed
(19:52):
spaces.
We've intentionally designedopen spaces where we don't have
offices.
It's very open so that we canhear, have a, have a finger on
the pulse of what is transpiringthroughout the day.
I like that.
Speaker 2 (20:05):
It's not for everybody.
I do as well.
I learned so much by listening,yeah exactly so.
Speaker 1 (20:11):
We are in a space where you can take in a lot, so
you have to be conscious of howwe all collectively contribute
to that.
Next is taste.
We're going to provideconsistent refreshment.
You know, a nice bottled water,possibly sparkling and
refreshment Dr Suluja is reallygood about those special treats
(20:36):
an elevated small chocolate forsome of your patient's events.
Or, you know, we're going tohave nutrition for our patients
available if they're havingsurgery.
Juice if they might have lowsugar.
So there's things at hand.
Maybe there's a long wait time.
Unexpectedly we're going tohave some nutrition to offer.
Speaker 2 (20:58):
I think some of our most surgery patients, because
they're in the office formultiple hours having their skin
cancer removed.
We know they may neednourishment.
I like the greeting to includethe Solutia MD hand sanitizer
because, again, it has a nicescent and feel and it's clean.
(21:18):
So it fulfills many of what wealready highlight in our brand.
Some of our patients arewaiting for numbing medicine to
work, so they might be there for30 or 45 minutes while numbing
medicine works, and then ablanket or a warm towel may be
(21:38):
nice for them.
Lowering the lighting at thoseperiods of time so many of us
don't get just a quiet space torest with our feet up, and so we
want to accommodate that.
Conversely, there's somepatients that are working and
want the light up and want theirlaptop out and their Wi-Fi
connected so that they can getthings done while their
(22:01):
anesthesia is kicking in and sothere's Customizing that
experience for what it lookslike.
So I would encouragecommunication both for our team
to ask patients what they reallywant because at the end of the
day, our goal is to accommodatethem.
Right, exactly, exactly and tomake you happy right, right.
If you're in visiting us tomeet what you're and exceed your
(22:22):
expectations, and communicatingif you're a patient,
communicating with us on whatyou're and exceed your
expectations.
So, and communicating if you'rea patient, communicating with us
on what you'd like your visitto look like, Because that's, I
think, along with curiosity oneof the words I like is flexible
we want to be flexible.
So you want to work, we wantthe Wi-Fi.
Let's do that.
You want to have relaxation time?
Let's work on that.
(22:43):
You want to come in and out ofthe visit and get your you know,
your botox or your prescriptionrefill?
Yeah, let's, let's do that.
You'd like to talk a little bitmore about your skincare plan?
Let's do that.
But please communicate, becauseevery patient is different and
wants different things and wedon't always know what you want
on that particular day right,and I think that's important
(23:04):
when you talk about brand.
Speaker 1 (23:06):
It's not a script where everyone's robotic going
through a specific play.
It's a foundation that you'reliving, you're comfortable in
that, but then it's fluid toadapt and then you know, we are
a small, we're still arelatively small business, we're
growing but we?
Speaker 2 (23:26):
but we're humans and we work with humans.
So people will call out orthere might be somebody.
It's their first week or firstmonth that they're with us.
So I think you know we'retrying to teach and train while
also seeing patients and havingour schedule, and I think our
schedule's not.
You know our schedule'scontinuing and I think our
schedule is not.
You know our schedule iscontinuing and I think all of us
(23:47):
having grace and understandingis helpful and communication
goes a long way with that.
So we ask our training team toplease say your training or, if
we do have a call out to beunderstanding and likewise if a
patient's stuck in traffic, Iwould love for us to be as
understanding as possible andwork with what you have going on
(24:08):
in your situation as well Anypoint that you can minimize any
point of friction for anyoneyour colleague, your patient
really navigating those to makeit as enjoyable as possible.
Speaker 1 (24:29):
You closed it out with touch, all those things.
The hand sanitizer the finalsense, offering that hand
sanitizer as part of ourgreeting.
That is Dr Suluja's specialformula, which is very addictive
Warm towel to cleanse the faceor hands, kind of like that.
If you've ever seen someone flyin first class, that warm towel
(24:56):
that they get offered.
Luminosity oil is also yourother amazing scent essential
oils for the hands or the face.
We want to offer information.
New patients should be offereda practice brochure which
highlights our credentials asour practitioners.
Every practitioner has a uniquerec card which really
(25:21):
personalizes their expertise andcredentials, um, as well as a
menu and any promotions thatmight be offered, uh, regarding
skincare or special events, um,so really tying in that
education, information,credentialing, um and through
touch.
(25:41):
The other pillar of experienceis really the operations.
You know what magic, whatDisney magic?
There's a reason why, likeDisney is a branding expert.
Right, they've refined theirprocesses, so it's a very
(26:01):
consistent experience.
So the operations, I would say,is the behind-the-scenes magic
which gets the work done at theend of the day.
So we have some very specificfirst-class care must-haves from
all compartments of the teamfront back and then everyone.
Speaker 2 (26:23):
And I think, operationally, where it starts
is pre-visit.
So Clara is our patientmessenger system.
Our goal is we use Clara toremind you of appointments, to
give you preliminary paperworkthat you can fill and send back,
to get financial information,to streamline the check-in and
(26:43):
check-out process when you'reactually in the office.
So using Clara to the fullestextent pre-visit helps with that
patient experience and that'san operational item that allows
technology to actually help usin the experience.
I think likewise we record thispodcast to educate on little
(27:07):
pieces of the practice and bigpieces of the practice prior to
your visit.
So if a patient's coming in fora softwave consult or a
MyElevate consultation, comingto the podcast prior to the
consultation allows thatconsultation to be that much
more engaging and informativefor the patient because they're
(27:29):
getting some of the basicinformation prior.
I love our website for thenumber of pages it has and the
sheer volume of information andI think that's another resource
and patients learn in differentways.
So if somebody learns betterfrom a website, that's available
.
If someone learns better fromsocial media snippets, that's
(27:50):
available.
The Instagram at Dr Salujaunderscore Dr Saluja.
If a patient learns better frompodcasts, that's there.
I think that we then, in ourday, start with the daily
morning huddle.
The morning huddle is importantfor getting everyone on the
same page, looking through theschedule, seeing if there's any
special things we may need to beaware of for the day, setting
(28:11):
an intention and or a goal forthe day.
I think we talked a lot aboutthe patient experience from the
patient's point of view fortheir visit.
The patient's point of view fortheir visit, but from the
operational standpoint, I think,leaving before or before you
leave the room that you haveyour next appointment, you have
any reminders entered, which wecall recalls.
(28:32):
I think those are importantbecause I know once you get home
, it's so easy to say I'll callback or I'll look at my calendar
, and life gets busy and it'shard to make time for yourself,
and our goal is that weencourage you to make time for
yourself.
We help you make thoseappointments.
So, what do they say?
Get your important stones inyour jar first, so then the sand
fills around that.
Speaker 1 (28:52):
And if we don't?
Speaker 2 (28:54):
appointments are part of those stones right.
Your best skin or your bestself doesn't happen without
having your appointments, sothat's important.
Operationally, it's important,when we are transitioning
between the in-room to thecheckout, that we do a handoff
so you know what products youmay need to pick up or how your
handoff looks.
(29:14):
One of the things I liketalking about as part of the
brand is comfort.
There are so many measures forcomfort these days.
I don't want our patients tofeel discomfort, or at least to
minimize it if we can, and thatmay include relaxing nitrous
oxide or a sublingual dissolvingtablet that helps with pain
(29:35):
control, or topical anesthesia,or simply talking to somebody
while we're doing the procedureand tapping their body for
distraction, or using a coolroller to help with numbing.
So I think that's an importantaspect Taking high quality
photos, because this is ajourney.
So it's really lovely to seephotos from before and after
(29:58):
procedures or from a skin cancerdiagnosis standpoint, to see
what your skin cancer look likein photos, to have your
treatment plan for the surgeryand see your results at, you
know, one week post surgery, butthen also at one year post
surgery, because the bodyimproves over the year and it's
nice to measure those results inphotos.
(30:18):
I think skin care is a reallyimportant piece operationally
and experience wise and resultswise.
So we really want our patientsto have a skincare plan and
that's that's done at home, thatallows you to be in control and
participate in your health andyour beauty as well.
(30:38):
So both skincare benefits, bothhealth and and aesthetics, and
then we want to be reasonable.
So, like I mentioned earlier,if you are running late, then we
want to be able to accommodate.
You do have an event next weekand you need to get in for your
(30:58):
Botox or Dysport.
We want to be able toaccommodate.
It may mean that you have to goto one of our other sites or
you have to see a differentpractitioner than you usually do
, but the goal is is that we'reall working together
synergistically for your bestself and that's our, that's our
brand and I think I think beingopen to the flexibility again is
(31:23):
helpful and we want to beflexible to be able to
accommodate.
Likewise, sometimes we can't dowhat you ask and I'll have
patients come in with a fullface of makeup and they want
their cheek filler that day andI just can't do it because there
are elements of makeupparticles that are sort of
getting embedded in the skinthroughout the day and at 9 am
(31:46):
that might be a very easy facecleanse.
Speaker 1 (31:48):
At 5 pm.
Speaker 2 (31:49):
That is not such a safe face cleanse, and so when
we send instructions, pleasedon't wear makeup or skincare
the day of your fillerappointment.
I think it's important tofollow those, because we are
partners in your care.
That means we're doing what weneed to do, you're doing what
you need to do.
So instructions really domatter, and so I encourage
(32:10):
anyone who's looking for a greatexperience to really read their
pre and post procedureinstructions as closely and
carefully as possible and ask usquestions on those, because
there are times when we do turnaway, even though that may not
be the initial intention and Iknow it's disappointing.
Speaker 1 (32:27):
But again safety comes into play.
I think that segues also nicelyto.
We try to say no in any waypossible, like we're going to
always accommodate.
But if it's a no it's for avery specific reason, which is
usually safety.
Speaker 2 (32:44):
If it's a no, it's for a very specific reason,
which is usually safety, yeah,and if we are running or if the
patient is at the wrong, showedup at the wrong time or the
wrong day and it's a lengthyprocedure.
Again, safety right, we have tosay here to accommodate where
(33:05):
we can.
Speaker 1 (33:06):
Absolutely.
Speaker 2 (33:07):
If we can, safely and in consideration of the day.
Absolutely Likewise, there arethings where we run late, right,
Because things come up.
I may have someone who getslightheaded or passes out
hopefully very rarely.
One of the reasons we don'tadvise going to beauty parties
especially for injections isthat there are risks, such as
(33:27):
cleanliness and painting, and sowe want to have the tools and
the equipment and, obviously,the nice treatment chairs to
make all of those things verysafe and supportive in those
scenarios In summary, are weready for the summary?
Speaker 1 (33:47):
Do we want to?
elaborate on anything.
If you take a step back and putall of these things together,
it creates for your best self.
It's going to provide your bestskin, best face, best body, the
best team, because at For yourBest Self, our first-class team
is our most important resourceand experience.
Committed to our guests andpatients, we hope to leave you
(34:14):
with the best feeling, providethe best advices, learn and keep
our skills up.
So we are offering the bestapproach, which is often
collaborative and synergistic,to give you the best results.
We're going to use the bestcommunication to get there and
(34:36):
have our best health to all beour best selves.
Thank you for listening.
We hope this was helpful inyour own experience or learning
and we'll see you for listening.
We hope this was helpful inyour own experience or learning
and we'll see you next time.
Speaker 2 (34:49):
I think.
Reach out if you have questionsor if you want to share
anything about your experience.
Reach out to info atforyourbestselfcom.
Perfect, and let us know we'rehappy to engage with you through
our email.
Speaker 1 (35:02):
Yes, thanks for listening.
We'll talk to you soon, thankyou.
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