#164: Build The Team, Build the Dream: Why Your People Are Your Practice With Cortney Hall

Episode Transcript
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Speaker 1 (00:03):
You're listening to Medical Millionaire, your podcast for medspot owners,
medical aesthetics, cosmetics and elective wellness entrepreneurs. Each week, we
dive deep into powerful marketing strategies, proven scaling tactics, and
the secrets to attracting high end clients, all while staying
ahead of the latest industry trends. Join us as we

(00:25):
uncover insights from top industry leaders to help you boost revenue,
enhance patient satisfaction, and master the art of marketing your practice.
Hosted by Cameron Hemppill. With over a decade of experience
in the aesthetics industry, Cameron has supported thousands of practices
and providers, working with some of the biggest names, most
well respected brands, and elite industry thought leaders in the field.

(00:46):
If you're ready to level up your practice and become
a true medical millionaire, this is your podcast.

Speaker 2 (00:52):
Here's your host, Cameron Handpill. Hey, what's up everybody? Cam
Hempill here your host for Medical Millionaire. Hey, guys, thank
you so much for taking the time to tune to
the podcast. Our goal is to give incredible value and
insight for practice owners. So if you're thinking about becoming
a practice owner, you own a practice and you're looking

(01:14):
to take it to the next level. Guys, all of
these episodes that we create, they're one hundred percent designed
for you and to help elevate your practice, your business
and ultimately seek profits at your practice. So, guys, I
have a wonderful friend guest, somebody that has been in
the medical aesthetics world for many years. She has worked

(01:37):
at a ton of medical aesthetics practices, built teams, built spas,
understands tech, understands processes, understands profit KPIs numbers. She has
it all and I was so blown away by her
story that I had to have her on the show.
I want to welcome Courtney Hall out of Draper, Utah,

(01:59):
my hometown Salt Lake City, Utah. She is one of
the owners and COEO at True Medical Spa. It's a
thriving practice. Can't wait to hear the story she has
to share with you. Courtney, Welcome to the show.

Speaker 3 (02:12):
Oh, thank you, Cam, I appreciate it. It's good to
be here.

Speaker 2 (02:16):
Well, I've been wanting to have you on for a while,
and you know, we spoke the other day and oh
my gosh, you and I know a lot of people.
Maybe that comes with me coming from I mean we're
both from Salt Lake City, so this this episode is
going to be unique.

Speaker 3 (02:33):
Yeah, I love it. Yeah we did. We knew a
lot a lot of people. I'm like, how have we
not been introduced sooner? So I'm excited absolutely.

Speaker 2 (02:41):
I know it's you know, Utah is, it's like small
Lake City. So for those of you that are tuning
in and are from that area or visiting that area,
or if you haven't visited Salt Lake City, I would
encourage you to do. So. It's grown over the years
tremendously and my gosh, there's like a medspa on every corner.
Some people call it the medical aesthetics capital of the country.

(03:04):
Talk to us about that from your perspective, Yeah.

Speaker 4 (03:07):
Literally every corner. I think I've got one.

Speaker 3 (03:09):
Point three point two I mean seven of them just
right around me, like account on my hands.

Speaker 4 (03:16):
And the thing is that a lot of them are
all like really good.

Speaker 3 (03:21):
So there's a lot of great owners, a lot of
great injectors. So it's not like we have a lot
on every corner and be careful.

Speaker 4 (03:30):
Like Utah has really really.

Speaker 3 (03:32):
Great talent, So I feel like our clients are always
in good hands. If we can't deliver something here and
they go down the street, like they're going to have
a great experience, And that's comforting too.

Speaker 2 (03:45):
That's an interesting perspective and I agree with you. I think, well,
because you hear it's like if someone goes down the street,
they're not going to get the same experiences here. And
I know that's like core true to any brand. Everybody
has their own value prop their own brand, their own
way of doing things different. Yeah, we're very different, right.

Speaker 3 (04:08):
And separators Like you can have your your niche or
your niche. But I one hundred percent believe in abundance
and if we're like holding too tight to every single client,
we're missing like the bigger picture of it all. So
it's like a flow of clients coming in and out

(04:30):
and I feel like one it keeps my blood pressure down,
So I'm just going to keep continuing to believe it.

Speaker 2 (04:37):
Yes, I love that. You know, there's also there's a
lot of talent in Utah in general, you know, may
being from there. I mean there's so many influencers, there
is so many smart entrepreneurs. You have Silicone Slopes and
Lehi that's right around the corner from you that just
blew up in the past fifteen years.

Speaker 3 (04:56):
Oh, absolutely, yeah.

Speaker 2 (04:59):
And I don't know if it's something in the water
or like why Utah is such a like it's like
a breeding ground for entrepreneurs and success.

Speaker 3 (05:08):
Yeah, it really is, I think because like way back,
MLMs were huge, and I swear that kind of like
triggered all these little many entrepreneurs to like believe in themselves.
They had structure, and then they got bigger and bigger
and then came up with their own ideas and dreams
and maybe I mean, I don't know.

Speaker 2 (05:27):
Yeah, they execute and I don't know if it's like
you know, I don't want to take it to like
the Mormon religi or anything, but it's it's an interesting
state where you have it's a religious state owned by
the Mormons, I would argue for the most part, right.
And then you also have, you know, a tremendous amount
of plastic surgeons, you have a tremendous amount of tech,

(05:51):
like I said, influencers. And I mean if you look
like Draper Utah, you look at Alpine Highland, that whole
east bent go into Holiday, Cottonwood Heights, shoot, then you
go to Park City. It is a very affluent environment.
Extremely affluent yep.

Speaker 5 (06:11):
Yeah, So how does a you know, with with so
much competition, with so much talented composition competition.

Speaker 2 (06:22):
There's a lot of talent, there's a lot of competition.
It's there's a lot of wealth, there's a lot of
very smart individuals. Where you guys are like, how does
how do you operate in an environment like that? And
and also to build on that, I'm trying to think
of another environment that is similar, and I guess something
would be almost like Beverly Hills in a way kind
of you know, like, but how do you operate in

(06:45):
an environment like that?

Speaker 3 (06:46):
So I've always been a big believer on you creating
your vision based off it's your creating your vision, your
mission statement, your your standards, your companies, your or values.
And in a way I kind of have to put
my blinders on. I don't follow a ton of places

(07:09):
on Instagram. I follow I have like a lot of
injectors and an estheticians that either follow me and sometimes
I'll follow them back just to stay in the loop
and stay engaged with community.

Speaker 4 (07:21):
But the second I believe that.

Speaker 3 (07:25):
You start worrying about what special or what promotion or
what event they're running down the street and what they're
doing over here and what they're doing over here, and
you're trying to take it all. You've lost sight of
your vision and you have a little bit of theirs,
a little bit of theirs, a little bit of theirs,
and you're losing direction on what you're building. And so

(07:48):
I stay kind of in my lane. And I think
it's so important to be celebrating other success too. So
if I do hear a great thing, or we have
a rep here that's a laser a laser rep for
a very popular brand, and he'll like post stuff on

(08:09):
this new medspa, you know, bringing on their device, and
I make it a point to like get on and
be like congratulations, you're gonna love it, like sell the
brate because that's what I.

Speaker 4 (08:20):
Want, like treat others how you want to be treated.

Speaker 3 (08:23):
And so I think it's like again going back to
that abundance thing, but staying in your lane. Don't try
to take what everybody's doing and worrying like did you
see how good that was?

Speaker 4 (08:34):
Did you see Oh we've got to do that, We've
got to do.

Speaker 3 (08:35):
This, or kind of like fossing it in and building
your own brand. It's like Louis Vauton didn't try to
be Gucci, yep, Like what would that have looked like? Right? There?
Don't don't try to mix your brands and stand out.
Everyone can everyone.

Speaker 2 (08:57):
Yeah, I really love that you say that, because that
goes really to like your value proposition in terms of
who you are, being authentic, being true to yourself, being
a true medical spa. How's that just there?

Speaker 3 (09:13):
You go?

Speaker 2 (09:14):
Yeah? But no, there's you know, I think like in
this world of social and Instagram and all this stuff,
like you can get into this rat race of comparison, yes,
and try to level up and be the next and
compare the Joneses and whoever the hell it is, but
you can lose sight of what you're really trying to accomplish.
I mean, I think owning your brand identity, right, I

(09:35):
think it's really easy to get away from your brand
identity in this type of environment.

Speaker 3 (09:41):
So easy. As a matter of fact, there was a
girl that was around my age and she's huge in
Utah and I had to unfollow not because I'm like, oh,
I can't follow her, or because I was comparing myself
so heavily to her, Like she has did so much
more in my eyes of Instagram, like of the world

(10:03):
of social media, she had done so much more than me.
And I felt myself like beating myself up. And I
actually really really admire her and like look up to her,
but I just couldn't follow anymore because I wasn't secure.

Speaker 4 (10:16):
Enough to like, I just kept beating myself up.

Speaker 3 (10:20):
I'm like, I know, I'm I've got talent, but for
some reason, I just kind of let that get into
my head. So at that time, I just kind of
put press pause, and I think that that's healthy to do,
Like recognizing that kind of triggered something in me. I
don't like that trigger, and so I'm just going to
unfollow it for a minute until I can kind of

(10:41):
build more confidence in myself that I am exactly where
I'm supposed to be.

Speaker 2 (10:45):
Jeez, that's gold. I mean the you know, the fact
that you had the ability and confidence to share that
like that means that means a lot. And so for
the audience, guys, if you're tuning in, we all know
that we have been in the spot of comparing ourselves
to somebody who's maybe been in the business longer, or
maybe has adapted to social media better, has a bigger following,
has a bigger house, has a bigger practice, has a

(11:06):
nicer car, whatever the hell it is. I think that
if we're all honest with ourselves, we have all experienced that, right,
And I think what Courtney said was a really good point. If, like,
if you find yourself in like this, this environment, maybe
it does make sense to unfollow. Not because of that
you're a hater, right, but because it's like, hey, I
need to focus on me and I need to stop

(11:28):
getting caught up in this rat race of becoming somebody
maybe that I'm not, or you know, if you stay
in your lane and focus on who you are, it
makes it. Everybody has a story, everybody has authenticity, and
it's important that we own that and share that with
the world.

Speaker 3 (11:44):
Yes, a lot of.

Speaker 2 (11:48):
So talk to us more about your experience. That's what
really caught me by a surprise was how much experience
you have in terms of running teams that pract is,
operating practices, operating EHRs, CRMs, like the marketing side. The
I mean, this could be a really long question, but

(12:12):
you have a tremendous amount of experience and it's unique
of all the experience you have because you work with
a lot of brands, you have seen a tremendous amount
of success in practices and practice ownership. And that caught
me by surprise, Like, what is the secret, sauce, What
are some of the things that the audience can learn
from you on what to do what not to do

(12:33):
based upon your your journey and your feedback.

Speaker 3 (12:37):
I think what I'm going to start with and then
I'll kind of dive into the story is first and foremost,
own your story. And the second that we own our
stories were free from judgment. So I completely own my
story in my personal life, which was a shit show.

Speaker 4 (12:59):
And that's a whole other podcast.

Speaker 3 (13:02):
And then you would love to hear it.

Speaker 4 (13:03):
I'm telling you.

Speaker 3 (13:05):
To my personal which was even a path, very off
path as well. I felt like but the second I
felt like I owned my story, I felt no one
could judge me as hard as hard as I already
judge myself through it, and I learned so much through
it that I did feel finally I felt like I

(13:27):
was set free to where I can come and share
it with people. I have no idea who they are.
I am comfortable in it now, so I'd say first
and foremost is own your story. And I did that
through a lot of books, a lot of reading, a
lot of mentors, and a lot of looking in the
mirror and self reflection for sure. But I started in

(13:51):
the industry funny enough, and I didn't even tell you
how I got started at this job was at a
business called Center for Facial Appearances way back. It was
a world renowned uh Oculo plastic surgeon. He has passed
about two years ago. His family is still dear to
me and in my life they've circled back into my

(14:12):
lives recently, which has been so cool. So doctor yeah,
Rick Anderson. I worked for him, and John McCann was
at that practice as well, and I was actually hired
there through attempt service, so they and I knew that
I know the owner. She's still a friend of mine, Megan.

(14:34):
Back then, She's like, I've got a place. I had
just got off of working with my dad on the
pipeline as a welder helper.

Speaker 4 (14:42):
Wow, I got out of cells. I was done.

Speaker 3 (14:47):
I had worked at Northstroom. I did all these things,
and I was a single mom. I could not pay
my bills, and I went and my dad was going
through Utah on the on one of these canyons and
he's like, just come my welder helper.

Speaker 4 (15:02):
And so I had a pink hard hat and I.

Speaker 3 (15:04):
Would control his heat and the grinder and grind weld whatever.
So that was a whole different life. I stopped doing
that was amazing pay, but I needed to like that
job had ended, and so I was placed from a
staffing company at being a receptionist for this guy or

(15:25):
for these surgeons.

Speaker 4 (15:27):
So I worked there and it was hard. It was
really really.

Speaker 3 (15:30):
Hard for me. I was not who I am today.
I didn't believe in myself. I didn't feel like I
was good enough. I definitely didn't feel like I was
worthy enough. I just never felt like I was like
the cool girl. I just I carried a lot. I
carried a lot of weight with me. And I met
a rep and she worked with Allergan back then and

(15:53):
she still does. She's actually very big at Allergan now,
which I just ran into her. I still have relationships
with so many people that have helped me along my
Journey's amazing. And she said, hey, I know of a
company that's hiring. It's Lifetime. It was Lifetime Fitness and
there's one big one here in Utah. They're all over

(16:14):
the nation. But she said they're hiring for SPA director.
And I had no leadership. I had not ran a team, nothing.
But I'm telling you right now, when people are like,
it's not what you know, it's who you know, I
knew someone that knew.

Speaker 4 (16:32):
Someone and they trusted her.

Speaker 3 (16:35):
And it's so funny because in this industry, a lot
of people know Judy. She well starts with the K
her last name. I would would butcher it. Judy is
still very reputable. She talks on all of these MEDSPA events.

Speaker 4 (16:55):
She's all over She's so good.

Speaker 3 (16:57):
Judy, Yes, kel whisky.

Speaker 2 (17:04):
Yes, what are you talking about? Okay?

Speaker 3 (17:06):
So she was the SPA director, like the main national
one and another lady and they we did a FaceTime
and interview and then I got hired at the GM.
I interviewed with him and I ended up working at
the Lifetime Met SPA. It was a med small and
spell back then, and I worked there for eight years,
and so I really really give a lot of credit

(17:30):
to that experience because I was able to work in
a corporate atmosphere where there was structure. Business like small
business is like the wild wild West, and I was
going to learn that short after I left lifetime. So
I was able to learn about inventory, read A P

(17:52):
and L, and then most importantly learned a lot about leadership.
I took leadership classes. You know, the GM at the
time had so many books that I was reading and
I really was allowed, which was so important to fell forward.
So when I did have like the wrong conversation, like

(18:13):
tough conversation with an employee, it was always a learning
experience and then I would just do better next time.
So I learned a lot a lot of that job.
And then after I left that, there was just no growth,
and I kind of started feeling like itchy, like I
know I can do more. I know I want to

(18:34):
do more, and to get promoted you really had to
move states, and so I just felt like it was
it was the right time to leave there, and so
I went off to the wild wild West of small
businesses and entered a med SPA. And now I was

(18:57):
working alongside with an owner. And it's like I told
you when we had talked, Gosh, I learned so much because.

Speaker 4 (19:07):
I had a lot of great ideas.

Speaker 3 (19:09):
I think the one thing I didn't appreciate is the
grind that she had already gone through, Like I didn't
have to grind like that.

Speaker 2 (19:17):
I built.

Speaker 3 (19:18):
I built lifetime really well. I mean there, we had
huge revenue successes by all means, but it's so much
more when you come into building from nothing and it's
your own money in your pocket. I didn't know that then.
I didn't understand the grit and the grind that she
had and that passion. And so I actually just recently

(19:39):
we reached out to each other, or she reached out
to me, and I had to tell her like I
really am so sorry. I didn't know what I didn't know.
I had no right in kind of the way I
even acted of no, you need to do it this way,
you need to do it this way.

Speaker 4 (19:56):
We weren't collaborative.

Speaker 3 (19:58):
I should have taken a step back and said, okay,
I can see where you're coming from, and learned from her.
She had so much to teach, and I felt like
I had so much to teach, but we just kind
of weren't quite there.

Speaker 4 (20:16):
So I was there for a year and then I.

Speaker 3 (20:18):
Left and again learned so much from that good, bad,
and indifferent. If we're not learning from the best, and
we're not learning from our worst. We're missing the whole
point I think of being here. So again that self
reflection and looking in the mirror, it is pretty gnarly.

(20:41):
Sometimes it's not. It's a version that you just woke
up when you haven't brushed your teeth yet. I looked
at it a lot, and then I just I went
and there was a very popular plastic surgeon place and
I was like, this is it. I know, like this
is Oh my gosh. If I just got in here,

(21:04):
that would like show me that I really am good,
Like I'm really I deserve it. I'm deserving. I finally
got in there and I was like, what the hell
I was? It's not them, It was not them. I
still refer anyone in that industry and like in their

(21:27):
specific specialty. I still tell everyone to go there like
they are amazing. It's like totally like Taylor Swift, I'm
not the problem. I'm I'm the problem. Like this.

Speaker 4 (21:42):
So I'm identifying.

Speaker 3 (21:43):
I'm like.

Speaker 4 (21:45):
It's I'm in the same room.

Speaker 3 (21:47):
My voice isn't heard and my ideas aren't collaborated. There's
so many hoops I have to jump through to get
one thing approved and if any one knows anything about me,
I'm very fast moving and maybe a little too fast,
but I do move fast, and so that was kind

(22:08):
of uncomfortable to just there wasn't a space for me
to sit even it was just it was just it
wasn't a fit.

Speaker 4 (22:16):
Again.

Speaker 3 (22:18):
So I had a my medical director at Lifetime. He
reached out to me and said, hey, I want to
open up this med spa and it's like more of
a men's clinic and hair transplants, and will you.

Speaker 4 (22:31):
Come and get it started?

Speaker 3 (22:33):
And it was It was honestly a dream. And I
got to put all everything I.

Speaker 4 (22:41):
Knew into.

Speaker 3 (22:43):
Movement and into motion and hire a team and I
had team members from the last place want to come
join me, which that never I I'm going to say
on camera that I did not recruit anybody people out
to me.

Speaker 2 (23:01):
Follow the leader. They followed the leader.

Speaker 3 (23:04):
And I am not dumb to not take amazing people on.
So yeah, and see again, I do that with integrity too.
I didn't reach out, they reached out to me, and
we built an awesome team. And again it was this
guy's first time opening up a medspa. I didn't have
money in the game, but man, we built. We did

(23:27):
two point five million our first second onto our third year.
I mean it was it was fast and furious and
just management of money and learning that we both had.
It was. It was rough, and I ended up leaving
there just because I felt like the time had come
and I was worried about it shutting down, and just

(23:51):
because of misuse of funds and stuff which can happen easily.
This isn't He's not the only the only person it
is so so so so I'm like, I want to
kind of stay safe. So do you see how like
it's so hard to own, like you think success in
my mind back then was you're at a job for

(24:12):
twenty years. You're at the same job when you climb
this corporate ladder. And so I'm still like kind of
beating myself up, like I'm not doing it quote right,
I'm not doing this right. I don't I don't know
what I'm do. I know what I'm doing, and I
at that job. I really had to look at the

(24:33):
team and look at the numbers to be like something's
going right. Because we retained that whole entire time. We
retained all of the core team members. I mean, we
had a little trinkle of turnover, but I mean I'm
talking maybe three percent. I mean it was so small

(24:54):
in the turnover in a new company when you're trying
to like figure out what the hell is going on,
it was pretty incredible. So I went back to playing
it safe and went and worked for another plastic surgeon.
And because I still didn't learn my lesson that I
have a voice and I had a vision.

Speaker 4 (25:14):
And True approached me.

Speaker 3 (25:20):
And I was like, no, I don't want to buy one,
because they were going to sell it wasn't doing great,
and I had known a couple of people over here, and.

Speaker 4 (25:31):
I was like, no, I just don't.

Speaker 3 (25:32):
I went and met with him. I'm like, I don't
want to buy it. I don't really want to buy
I feel like that's.

Speaker 4 (25:36):
Yeah, that's hard.

Speaker 3 (25:39):
So if you're thinking about buying or opening a med spa,
it's a lot. It is a lot of money that
goes that goes into them a lot of time. And
so I kind of brushed aside for a month, kept
working and I kept thinking, just keep grinding, it's good,
it's good. I worked for an awesome guy, and then
I just I was blow drying my hair one morning

(26:03):
and I literally heard reach out to Natalie and she
was the one that had reached out to me about this.
I turned off my hair dryer immediately. I texted her
and said I would love to meet with you and
Ron and talk about a business proposition that I have.
And they got me in that same week, which was

(26:23):
pretty incredible because he's got a very busy schedule, you know,
you know Ron and sat down, ran my business plan.
Wanted to come on sweat equity. I'll come in. Let's
you're going to sell this. I'm telling you you'll laugh
at what you can sell the METSPOV for. If it's profitable,
let's go and make you some money. And signed up

(26:46):
with me and a new CFO, Carrie, who's my mentor
to me now and we're not looking back. We have
taken it and we had a four hundred percent increase
last month.

Speaker 2 (26:57):
Jeez. So and when did you go? When did you
sign on to true last July? So not question. Okay,
it's almost been a year. Almost been a year, yep.

Speaker 1 (27:19):
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Speaker 2 (28:36):
The show, Well, I mean you make some points that
you know for the audience you guys tuning in she
you know, I was trying to add up the other
like all the environments that you worked at starting at Lifetime,
and I think it was right around with five six,

(28:56):
maybe seven something like that, and was interesting to hear
you talk about Courtney, was you know, first off, the
corporate environment at Lifetime, right, like probably establish a really
cool baseline of fundamentals of how to run a very
successful business. It wasn't like clinical clinical clinical. It was
baseline business, profit, loss, sales, team, structure, SOP. Very very

(29:19):
different approach versus somebody. Now that's like I'm a nurse,
I'm sick of being in the hospital, or I went
and took you know, some courses, become an injector, and
I want to open up a practice. Very different, very
different approaches to the business. Like completely like that's that's
very opposite of what you normally hear now totally right.

(29:41):
And then you build a skill there, and you build
a skill and that's something that can never be taken
from you and and the learning that comes from it,
and then you take that environment to the next location, right,
and then again you build off of that. You know
exactly what works, what doesn't work, how to you know,
connect with owners, founders, management, what teams make sense which

(30:04):
one doesn't. And then also for you, I think it's
great because you went to a couple of other environments
that you realize, Hey, you know what, I don't have
the ability to move as fast as I want to move.
And that's like, my that's your personality that you know,
you and I are very similar in that regard. By
the way, I'm very very fast, and I've struggled as
well working in corporate environments, are working in slow paced

(30:25):
environments where it's almost like, guys, we've already done the analysis,
We've already had a meeting, We've already talked to so
and so like can we just move forward because you're
killing the spirit almost you're killing the passion. And so
I totally get that. And I think what you did
was you remove yourself from that situation. You're like, hey,
this isn't going to work, Like I'm out, when you

(30:47):
could have keep like pushing on it and pushing on
it and ultimately, you know, just not being in a
happy environment, which is never fun. We want to be
in an environment that we thrive in right, right, and
then ultimately get into in a position to saying, hey,
like I'm going to listen to myself. I'm going to
believe myself. And when you reached out to Natalie, something

(31:08):
may have triggered you. I don't know what it is.
I don't know what you heard, but when you said that,
I got goosebumps, by the way, because I think that
like the universe does talk to us in ways and
tells us like where we should be focusing our energy.
And it was in that moment that you took action.
And you could have said no, no, no, no, don't
want to do that. I'm going to go play safe,

(31:28):
but you did take action, and I think that you
knew there was something special to be had there. And
also the people that are also the owners, and you know,
they're very successful people. I know who they are, and
they have very deep roots into Draper and Salt Lake
City and you know, heavy backing behind them as well. Right,

(31:49):
So putting yourself in a position to be where you
are now. And I think Draper, Utah is probably the
most affluent area in Salt Lake City currently. I think
it is. Yeah, Oka, Like on the Zillo puts out
a report and it's either number one number two and
number three. Anyway, it's it's beautiful area and a lot
of disposable income. And so if you position yourself correctly

(32:14):
and take action. And that's what I want you guys
to get out of the audience. Like from what you
guys are tuning in is this is a fierce entrepreneurial
woman that was vulnerable at one point. Like when you
went to go work at Lifetime, you basically you said,
I don't know if I'm good enough, Like what am
I doing here?

Speaker 3 (32:32):
Just remembering that girl?

Speaker 2 (32:37):
I mean and and maybe that's a conversation for another day,
but there was something that in your mind You're like,
I'm not good enough. There's no way I'm capable. But again,
you're you're you're tough as nails because you're you've got
you know, You're like, I'm gonna get uncomfortable. I'm gonna
I'm gonna get uncomfortable in this environment. I'm gonna see
what happens. And I continue to see that. And you know,

(32:58):
entrepreneurs like the scessful entrepreneurs and really when you look
at success, a lot of people think you have to
be you know, motivated. For me, it has to do
with grit, It has to do with tenacity, it has
to do with discipline, it has to do in things.
You have to do things you don't want to do,
and continue to learn right, and continue to learn from
others and surround yourself with uncomfortable moments to continue to grow.

(33:22):
And that's that's like that story right there that you
just explained.

Speaker 3 (33:26):
It is so uncomfortable to quit, to have to go
and like be wanting to interview with people so bad
and then go to those same people and I'm talking
months later. I didn't stick it out for years.

Speaker 4 (33:43):
I didn't.

Speaker 3 (33:44):
I don't owe anybody anything. This is a work environment.
I've got one life and I'm getting older, right, I'm
forty three. I'm turning forty four next month. This is
like my prime time to work. And I want to
make sure all of my work is going into something

(34:06):
that I believe in, that it fulfills me and I
feel good about every single day.

Speaker 4 (34:11):
And I just I.

Speaker 3 (34:13):
Loved these people and I didn't want to ruin any
relationships because relationships are so important to me. And that
goes to like with my team and leadership, Like my
team and the relationship I have with my team is
so important. I valued the owners at these places that
I had to quit equally as much, and I wish

(34:33):
I could still just be like friends and like love them.
But they also I have to respect they had a
different perspective too. They bet on me to come in
and turn a business around, and I quit months later.
You know, you can imagine how that looks on their
end too, and they end rightfully so, but that's not

(34:54):
for me to go through. I had to honor me
and I think so much I hear people if I
just give a little bit longer, which is true. You know,
sometimes there are uncomfortableness of a new job, right. I
don't get me wrong, I understand that there's a time
to work through it. But the voice that was screaming
to me was so much louder than that. I knew

(35:16):
where it was going. I knew enough that I knew
if years down the road, I'm going to be in
the same spot, I'm going to be just you know,
just managing day to day, clock in out.

Speaker 4 (35:29):
I don't I don't want that.

Speaker 2 (35:31):
Oh yeah, I get that sounds like it's just a
trapped environment and just not happy and have to claw
your way out of it. Dreading going to the office.
I'd get it. I totally get it. Yeah, and I think, yeah,
there's moments where you could you know, may have I'm
with you, you know, there's there's places that I've been

(35:51):
that maybe I could have stayed longer as well. But
when you know, you know, you know, like, so all right,
let's go to let's go to the True Medical Spa. Then,
So you found this great environment, great people to collaborate
with you. You've talked about the CFO. Sounds like she's
very sharp. The owners are sophisticated. You're sophisticated. You came

(36:15):
in almost a year ago, you did four hundred percent
growth last month. M So I bet you they're very
happy with their decision. Yes, So sure you're going to
be with your decision. So what is it about, Like,
out of all the learnings that you've you've had, what
have you injected into True Medical Spa? Talk to me

(36:38):
about team leadership, tech, stack, marketing, Yeah, patient experience.

Speaker 3 (36:46):
So it is for me, your foundation is your team.
It is people. And I've had people follow me through
this journey and one injector that's here today.

Speaker 4 (37:01):
We started what one two? This our third place.

Speaker 3 (37:04):
We're like Okay, well, if you're going, INT's let's go,
people are like you guys doing the same. So bless
her heart for even like still having faith that I'm
making the wrong decision because we both build like okay,
let's go, let's go. Yeah, she has she has a
lot of faith in me. But it's when you open

(37:26):
a business. You can have all of the backing. You
can have an investor, you can have your own money.
You can build it out to be the most beautiful
thing and spend all of your money on the decor,
the build out the machines. Before you even open your doors.
You are you've got a heavy bill that you're paying
before you even introduce the first customer. But what I

(37:50):
have found is we're not investing as much in our
experience to run and lead a team. Were not paying
before we open the doors. We're not going to these
leadership courses on how to have tough conversations. And I
think that that we are all going to have tough

(38:11):
conversations the injector, you know, Candace that's here with me.

Speaker 4 (38:15):
No, we have not not had.

Speaker 3 (38:17):
Very tough conversations. It hasn't been just oh yeah, let's go.
She's on our own. No, We've grown a very strong
team and built a very strong team in each place
because of tough conversations. Some of my most valued relationships
were because we had tough conversations. They're so hard, right,

(38:42):
They're so uncomfortable that we I've seen so many owners
or managers or whatever it just hide them and just okay,
I'll just I'll forget about it. I'll forget about it.
And then you start to just build up animosity or
you talk about that person to this person, and then
it creates a toime comvironment.

Speaker 2 (39:01):
Yep.

Speaker 4 (39:03):
But I was again, I was fortunate enough to be
able to learn like coaching and feedback and practice and
put the reps in. Every time there is a tough
conversation that needs to be had, I'm like, Okay, this
is going to be a really good experience. And when
I hire my team, I tell them you and I

(39:24):
are going to have a tough conversation eventually, and this
is how it's going to go. I'm going to say,
this is how I saw it. This is a whole
lifetime thing that I learned. This is how I saw it,
this is what happened. These are all the people and
the clients that it affected. Tell me your side, tell
me what you know, tell me.

Speaker 3 (39:43):
How you see it. And then they this is how
I see it, Okay, and if this happened blah blah,
that's how the conversation is going to go. And they're like, oh, okay,
and vice versa. I'm going to do things that are
going to piss you off. Do you know why?

Speaker 4 (39:58):
Because I'm a human and I make airs.

Speaker 3 (40:01):
Every day and I got called I was telling you earlier.
I mean, I got called a dictator at one of
my jobs because I was moving fast. I like change
processes without getting like everyone involved and wrapped around it
and feeling comfortable. I made an executive decision, which sometimes

(40:22):
you do need to get your team wrapped around ideas
to make them feel evolved and in part a part
of it. And there's other times you really do need
to make a decision and explain the why behind it.
After that you're done. But anyways, I did get called
a dictator, and I have learned from it and I
still remember it to this day.

Speaker 2 (40:40):
But it is.

Speaker 3 (40:42):
It is telling them too, it's going to be really
uncomfortable to come have a tough conversation with me. But
you have to do it. And what I can guarantee
is I will sit and I will listen. I will
listen to what you're saying. And the second we stop
listening to what they have to say, I think that

(41:05):
our team they become employees, and then our employees become
disengaged and then you lose them.

Speaker 2 (41:15):
Yeah, well, Will said, I mean, it's so important guys,
to set expectations up front, you know, knowing that this
is a business, there's going to be conversations that are uncomfortable,
and it's very healthy to have them. You have to
have them in order for voices to be heard, collaboration
to be had. And just like you said, I mean

(41:38):
this is true for any relationship too. If there's this
build up and you cannot have these conversations or you're
just not a good communicator, you know, maybe it's important
to go take a class on communication, you know, go
go hire a coach and expert whatever it is. But
I think you know, leadership, communication, team collaboration and understanding

(41:58):
of how to have these conversationations. Courtney is one of
the biggest reasons why businesses fail and why team members
don't get along and why team members leave, and maybe
they shouldn't leave, you know, because there's just either we're
just not mature enough or we're not educated enough on
how to have the conversation. Because you're right, they can

(42:20):
be uncomfortable. They're supposed to be uncomfortable, and I think
if we recognize that uncomfortable conversations are powerful and and
meant to be had and we're all human, that alone,
just setting the expectation upfront when you're hiring the next
injector the next asthetition, whatever it is, really kind of
sets the stage, sets the tone.

Speaker 4 (42:41):
Yeah, and I want to get I'm going to.

Speaker 3 (42:44):
Place a bet that it's probably harder for us to
have conversations with our top performers, or tough conversation with
top performers. And it is someone that you're like, what
the hell are you contributing? It's true I would agree
with that because you're like, oh, well, I'll just But
for some reason, these top performers can kind of make

(43:08):
us prisoners to our business because we get so scared
that if they leave, there's a big of our profit
is gonna you know, some of our revenue, business and
business it's going to go out the door too. It's
that people are going to follow them. And I think
it really is important to go back to abundance because

(43:29):
this I am not hiring and building my business around
one person. First of all, you shouldn't. That's that's dangerous.
And second, I want everyone on my team to feel
just as valued as the next and it's not based
off of a number. Because we are human. We all

(43:52):
have faced we're going to face face grief.

Speaker 4 (43:56):
In our life.

Speaker 3 (43:57):
You know, me and Candace, we lost our dads to
weeks apart from each other. We're going to experience heartache,
We're going to experience divorce. We're going to experience the
birth of a grandchild, a baby, wedding, a divorce. It
doesn't when people say you leave it at the door,
that's that's not That's not how I run it.

Speaker 2 (44:21):
Now.

Speaker 3 (44:21):
Do we let it overtake our day? Absolutely? We do
hold space, We hold space, we work through it, and
then we deliver the experience that clients are coming here for.

Speaker 2 (44:35):
That's gold. Yes, absolutely gold. I agree with you. I
think I mean, sure, leave it at the door. We
have work to do. But I think it's extremely important
to get to know your team, and that can be
harder for others if their team is large and you know,
in different locations or whatever. But your core team, your

(44:57):
core leadership team, your core top producer, you know. I
think building like having team events, getting outside the practice,
getting to know each other, whether it's working out, reading, yoga, whatever,
it is, team building exercise, you know, personality testing, so
you can kind of get to know who each other is.
And and I wouldn't say, like, you know, become their friend,

(45:20):
you know. I mean, I don't think that there's anything
wrong with that too, as long as there's boundaries, sure,
you know, but begetting to know them on a personal level,
that's it's going to. It builds a much closer bond
and much more in depth trust and connectivity to each other,
and then ultimately pushing that towards the brand to elevate

(45:42):
what we're doing here at our practice.

Speaker 3 (45:45):
And I love when you even said, like, you know,
for a big team or you know, a bigger place
with multiple locations, I think it's important to to teach
that to each team member, like we can all show
up for it. It's this doesn't have to just be
a mee thing. It's when I'm not here, my esthetician

(46:06):
is holding space for my injector vice versa. They're you know,
because I can't be everywhere at one time, but when
I'm gone, it should be the exact same environment. That's
and we work through it. We work through it together.
If somebody made somebody upset, okay, I'll coach you. First
of all, do not come invent to me without knowing

(46:29):
that there's going to be a solution.

Speaker 4 (46:31):
You can come and tell.

Speaker 3 (46:32):
Me the issue and say how this pissed you off,
but at the end we're going to find a solution
through it. I'll help guide what that conversation can look like.
Or we can all three meet in this room together.
Which one do you feel more comfortable with? No, I
just want to go have it with them, okay by
end of day, and then I want to know how

(46:53):
it goes. Perfect And now you've got your people working
through tough converse stations on their own. I don't need
to know every single thing. You know, that's and this
is my job to you know, Ron, he's not going
to hear anything. This doesn't go to him.

Speaker 2 (47:12):
Yeah, yeah, yeah. This is all internal stuff. Yep. This
is all internal data and the operations.

Speaker 3 (47:17):
Yep, yeah, yeah, this is internal and and then we
keep building on that.

Speaker 2 (47:22):
So culture, right, yeah, I think I mean cultures it's
not talked about enough, you know, it truly isn't. It's like,
you know, for me, my you know, a lot of
my background is tech, digital marketing, process automation, CRMs, you know, finance,
all that stuff. I think I've had to learn my

(47:44):
culture through experience, you know, similar to you. I've read
that there's a book out there called Crucial Conversations. I
don't know if you've if you've read it or not.

Speaker 3 (47:53):
I think I read that one Fierce Conversations.

Speaker 2 (47:58):
Conversations as Crucial Conversations. It's I think the guy maybe
from Utah I read it. It's actually kind of a
tough read, but it's it's a great communication book. Like guys,
I'm not you know, selling it or anything, but it's
a it's a great resource out there for exactly what
her and I are talking about. And I think it's
just really hard to understand how to invest in culture

(48:19):
and team and structure and communication without experience. It's it's
like it's really hard. Hey, I'm going to go open
up a practice and I'm going to build a team
and we're going to race to the moon. It's like
that team could easily collapse because of being incapable of
how to handle conversations with team members with human beings
at a business level. I've seen it happen a lot, actually,

(48:43):
And and to your point, you know, I don't know
if there's an expert in the in the space that
focuses on culture and team building and bonding with it
within aesthetics and and wellness at least I haven't met someone.
I mean, I know lots of consultants in the training side,
the tech side, the digital marketing side.

Speaker 3 (49:02):
It's that business is that how to have a tough conversation,
this is what it looks like, and being able to
navigate through it. As a matter of fact, when I
was first learning how to have a tough conversation, there
was like a worksheet and it was like, right, you'd
write down the structure of the conversation, like why you
were talking to this person, what the consequence would be

(49:25):
at the end. And so my GM was like, here,
go fill this paper out and then you and I
will role play it, like okay, So I went and
I fell out this this thing and I was just like,
she did this and then she did this and I
was just like writing it down. I handed it to
them and he turned the paper over to where it
was the back end of the paper and he was like,

(49:47):
go redo it. And I was like, you didn't even
read it. He's all, look how hard you pressed the pin.

Speaker 4 (49:56):
Hand marks for.

Speaker 3 (49:57):
Like engraved and that's back. He's like, you cannot be
this angry like your first draft. Find go'll be that angry,
but you can't present that angry, So go do it again.
So then I went back lightly kind of Yeah, so
it was kind of interesting to write it down and
see how pissed you are and then redo it. You're

(50:19):
shitty first draft, and then try it again.

Speaker 2 (50:24):
Yeah. It's you know, that initial reaction versus responding. Yeah,
And I think we all have that. Like man, sometimes
it's like, you know, some guy pisses you off driving
down the road or whatever you want to you want
to react, you know, you take that second breath, Okay,
calm down, let's be cool, gather our thoughts. Respond. It's
going to set you up for a lot more success.

Speaker 3 (50:46):
Yep, yep, absolutely, and just ask yourself, you know this
isn't like them. They must be going through something right now.
I think this is like a little bit deeper because
this is not a normal like behavior from team member.
And I think that's a really great way, like, hey,
I've noticed X, Y, and Z, and that's really not

(51:08):
like you is what's going on? Is there something else
going on that you want to talk about? Man, you
want to talk about breaking out some Kleenex in two
seconds when you ask somebody that you're like, I knew
there was something going on.

Speaker 2 (51:22):
Yeah, here you go. What's really going on right now?
What's really going on? Yeah?

Speaker 3 (51:27):
I feel like it wasn't me. I feel like I
was just like the cherry on top of your day.
But yeah, yeah happens.

Speaker 2 (51:36):
I mean, to me, from an outsider looking at it
seems like you have the ability to run this practice,
this brand easily. You seem you seem really calm. You
seem like this like you seem confidently calm to me,
And it was like the last time you and I
spoke as well. It probably has a lot to do
with Hey, here's the team. The team runs the objective.

(51:58):
The objective is ext They know exactly what the patient
experience has to be. Like I could tell you I've
had quite a few practice owners on over the years,
and everybody has something unique about them. Yeah, you seem
to have like this really calm, confident or around you,

(52:19):
where a lot of the other people that I've had
on seem to just have this a little bit of stress.
And I think it comes with your experience and how
mach sure you are when it comes to the fundamentals
of business, you know. And so I think, like for
the audience, you guys, you know, maybe reach out to Courtney,
you know, talk to her follower, see exactly how she's

(52:39):
running her practice, what makes what makes it different? She
came into this practice, I don't think it was profitable, right,
I don't think it was doing well. Is that right?

Speaker 3 (52:48):
It was in the negative for four years, in the
negative for four years, and that we are read for
years and it made its first off within a year.

Speaker 4 (53:02):
And my favorite book.

Speaker 3 (53:05):
And again, like you said, I'm not trying to like
sell this book, but way back in the day when
I read good from good to Great, and they said,
when you are not succeeding, look in the mirror, and
when you are winning, look through a window because it's
your team. And I believe that fullheartedly. If something is

(53:27):
not working. I've got to do some self reflection. And
I've said this multiple times, but when we are winning,
that is them. They are killing it and we are
celebrating it. And people are like, oh, you're doing something.
I'm like, I don't do a service. You know their
injectors too. I'm like, I don't have shit to offer.

(53:49):
I don't produce.

Speaker 2 (53:51):
That is not me.

Speaker 3 (53:52):
But I am here like coach, feedback, listen to them.
You know, run the plate. Like you said, takes em R,
takes marketing, you know all of that stuff. But what
what are KPIs and marketing and EMRs and CRMs without
a team in a room.

Speaker 2 (54:11):
So I mean, you can't be the best injector in
the world and run a successful practice like a business
without a team. I mean you have to have systems, processes,
get it. You have to have patients in the door.
But I think at the end of the day, like
we probably you know, if we're honest with ourselves, we
want to get in a position to where a team runs,

(54:32):
our brand runs, the location runs the practice.

Speaker 3 (54:35):
Biguest success I this is how I've defined my success.
It's not about the revenue, it's not about the four
hundred percent increases again. Recently, I had another injector reach
out to me that wants to come work for me.

Speaker 2 (54:51):
Oh my gosh.

Speaker 3 (54:53):
That is my definition of success. That's where I know
that I'm succeeding is if you want to come be
a part of my team and I'm not offering any
more money, I'm not offering anything. Like literally, there's I'm
not trying to get you here, and we're saying leave
the place that you're at, respectfully, like, don't print client lists,

(55:15):
don't try, don't do it shade like I don't want
that shit to happen to me when you leave, Like
I believe in karma.

Speaker 2 (55:22):
Leave it.

Speaker 4 (55:23):
People will follow you. We cannot stop the Yep.

Speaker 3 (55:27):
They don't want to be going to happen. However that happens.

Speaker 2 (55:31):
Yep.

Speaker 3 (55:32):
If you want to come and work for me and
you reached out to me, that is that is a
very very big accomplishment for me.

Speaker 2 (55:41):
I love that, Corney. I absolutely love that. It's something
because I think like there is a shortage of injectors.
There's there truly is a shortage of nps or ends,
and they're if they're at a spot, they're probably making
good money. I mean, the chances are they they probably are,
especially where you are. Yeah, And for them to want
to leave an environment which there's risk with that and

(56:03):
they want to come work for you, it's a reflection
to leadership. And so guys take note, like this is
a big deal. I think a lot. I talked to
a lot of practice owners that have a hard time
getting people to their practice, and what I hear a
lot is well, there's so many options, or they want
too much money, or we just can't hire anybody, you know,

(56:25):
And I think, like, maybe that's a reflection of how
you operate. I don't know. I'm not saying like go
check yourself, look at the mirror, but like what I
am saying is good people tend to follow good people
and they want to be mentored by leadership. And I
think like some of these you know, if someone wants
to come work with her, there's a reason, And I
think the reason could be and again, I've never worked

(56:47):
with you, right, But the sense I get is people
want to work with you because they think that they
can learn something from you and eventually advance themselves and
you'll help to build them up versus keep them in
a box. Right, Because these people are entrepreneurs. They eventually
who knows, like there's always an expiration date, right, they

(57:09):
may go open up their own spot.

Speaker 3 (57:10):
I don't know, Yeah, and we'll success. It will be
there at their grand opening.

Speaker 2 (57:15):
I love it like that. That's that's that's like good
ship right there, right, that's how and that's.

Speaker 4 (57:21):
A good owner.

Speaker 3 (57:22):
If you just put someone leave and go open their
own place, congratulations because you taught them something. Yeah, that's amazing.
And this girl that's going to come over here, she
was like, well, the owners, she wants to talk to
me this week. I don't know what she wants to
talk about. And I'm like I do, and she's like
what she wants to keep you? She's gonna for me

(57:46):
and you i'd be asking you how I could keep you.
That's what that's probably the conversation.

Speaker 2 (57:52):
And smart yep, yep, I have one story for you too,
And I know you're busy, and I'll let you go.
But I met a provider recently. She was bringing in
one point two She was a one point two million
dollar producer, very loyal base and she'd been with the
owner for a while and without having a challenging conversation

(58:18):
with her. He came to her and he presented her
with a noncompete agreement without even having a conversation, almost
like emailed it to her, Hey, I need you to
sign this type of thing, And she was caught off
guard because there wasn't communication that was established, There wasn't
the conversation that took place. It probably could have made

(58:39):
sense for her to sign it and stay where she is,
but because the communication was handled so poorly and how
he delivered that was handled so poorly, she left. And
maybe it was, you know, a wake up call for
him and for her. I don't know who knows, But
when I analyzed the situation, because I talked to her

(59:02):
quite a while about it and she reached out for
some advice, but it sounds to me like he could
have he could have actually retained her. I don't think
she wanted to leave, But it's those that was a
million dollars more than a million dollar conversation if you
look up the lifetime value and all that, but you know,
it's it's those types of things that you guys need
to be cautious of.

Speaker 3 (59:22):
And that was a fear based response, that's right, And
she's the fear yep. And I think when you say,
like you're so calm, I don't lead in fear. I
don't control the controllables. More than half the ship will
fall off of your shoulders. You cannot control if someone

(59:43):
calls them sick. You can't control someone leaves. But you
can't control your attitude and the things that we want
to focus on. So there are things that are in
our control, and it is how we show up mentally
every day. We've got We've got that, and that's pretty
much about it. The rest, the rest really out of

(01:00:05):
your control.

Speaker 2 (01:00:06):
Yeah, shit happens constantly all the time.

Speaker 3 (01:00:10):
And so it's a tough conversation comes up, or like
a tough situation, Okay, what's in my control to handle this?

Speaker 4 (01:00:18):
And then it may have worked, may not have worked, but.

Speaker 3 (01:00:23):
Let it go.

Speaker 2 (01:00:24):
Yeah, but at least you've like defused and de risked
the situation and put yourself in a position to have
a very successful conversation and keep moving forward. So I
love it. So, Okay, a lot of people tune into
this podcast and these episodes if they want to connect
with you, if they want to visit the practice. Where's

(01:00:45):
the best place for them to find you?

Speaker 3 (01:00:48):
I am on Instagram. It is a lot of like,
I love my family, so it is a lot of
like family stuff, and I throw out some business stuff.
But it's the broken Still Letto on Instagram. I was
actually making surely on my Instagram. Yeah, the broken Still
Letto and then yeah the broken Still Lettle and that

(01:01:09):
somebody else and the injectory work was she came up
with that. It was about broken teams and building them. Okay,
and she can I wear stilettles all the time, and
she came up with a book.

Speaker 2 (01:01:20):
I love it.

Speaker 3 (01:01:22):
So it was actually based team. And then I'm at
True Medical Spa in Draper, so my if you want
to email me, it's just Courtney c.

Speaker 4 (01:01:34):
O R T n e.

Speaker 3 (01:01:35):
Y at the True Medicalspa dot com.

Speaker 2 (01:01:39):
Awesome. Awesome, Well, thank you so much for being on
and I really appreciate you sharing your story and journey
and all the insight that has to do with team
building and culture and having these conversations. They're absolutely critical, guys,
So we'll leave it at that. Thank you so much
again for joining. If you guys found this particular episode valuable,
my only ask as you just share it. There's a colleague,

(01:02:02):
there's a friend, there's a partner, there's somebody who needs
to hear it. And the entire mission and purpose of
this podcast is to help serve others and we all
can learn together and build this community up. So that's
my biggest ask. Thank you guys so much. Courtney again,
thank you for your time. Thank you Next time I'm
in New Time, I'm absolutely going to come see you.

(01:02:22):
Yes and thanks guys, Happy injecting.

Speaker 1 (01:02:28):
Thanks for tuning in to Medical Millionaire. Every week, we're
here to help you transform your practice into a thriving,
profitable venture, covering everything from marketing and patient bookings to mindset, workflow, automation,
and beyond. Whether you're just starting out, scaling up, optimizing operations,
or planning your exit strategy, this podcast is your go

(01:02:51):
to resource for success in the medical aesthetics industry. It's
time to supercharge your practice and take action. To share
this episode with a fellow entrepreneur, Rate the show, and
don't forget to click the link in the show notes
to access powerful tools and expert guidance at get dot
growth ninety nine dot com, slash MM, and make sure

(01:03:14):
to tune into the next episode A Medical Millionaire

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