Skip to main content
Contact
woman with colorful eyelashes
Core Aesthetics Icon

5 -Star Patient Experience

Register Now

5-Star Patient Experience

What?

This 5-Star Patient Experience seminar is a unique educational experience led by curated experts in the customer experience and hospitality industry. Never done before, this conference brings together international experts from the world’s top brands to demonstrate best practices in client/patient interactions, phone etiquette, office flow/structure, conflict resolution, and patient retention strategies.

Who?

This seminar is curated for anyone who works in an aesthetic practice. The goal of this seminar is to understand key elements of the patient experience, and employ best practices to elevate the patient experience.

Why?

The aesthetic practice is a service-based industry. However, the methodology of providing exceptional service is rarely taught to aesthetic providers.

We have curated international experts from the highest luxury service brands (ie. Four seasons, Ritz Carlton, Disney) to teach industry best practices to provide patients with a consistently high level of service.

The ultimate goal is to equip our staff to understand how to provide high-level service with practical guidelines and takeaway points to deliver an exceptional patient experience.

What to expect

  • Every attendee will receive a 5-star patient experience booklet. This booklet is filled with best practices and practical guidelines to provide exceptional quality care.
  • Every attendee who successfully completes the seminar will receive a Core Aesthetics 5-Star Certification.
  • Every practice will receive a 5-Star Patient Experience digital seal for their website to showcase their practice’s commitment to patient care. In addition, your practice will be listed in our verified providers directory.

Program

Introduction to the 5-Star Patient Experience Adam Tuttle (host)

Your Online Presence and Digital Footprint Erez Dayan

Nearly all patients that see you in your clinic have already assessed your google presence, social media, and reviews. In this talk we will introduce what we call ORS or online reputation score. This score is a weighted sum of google search, website presence, reviews, and social media.

For example, did you know that 80% of patients do not search beyond the second page of google? 75% of patients use their cellular devices only to conduct online searches.

Learn how to assess your online reputation score and leverage and optimize it.

Phone Etiquette and Call Handling Dylan Kemma

  • Learn the standards of professional phone etiquette and how to turn prospects into booked patients.
  • Learn the key elements of the patient phone call and how to consistently obtain valuable information from the patient while providing useful information that they desire.
  • Dylan will teach you how to be the best on the phone and capture your clients at hello.

Doubling Booking Ratios: Improving the Patient Experience through Education & Preparation Jon Hoffenberg

Learn the key techniques to improving cross-sell and upsell ratios.

Providing Consistent Service Gavin Chan

Gavin Chan will share his expertise in delivering consistent service.

Delivering Consistent Service through Standards George Poliyard

Consistency is the secret to luxury and quality.

Join George as he unlocks the secrets of creating and delivering the standards of service that will keep your clients coming back again and again.

The Arrival Experience Julianne Bates

Mastering your craft is more than just getting the job done right, it’s cultivating a space where your brand can thrive. Journey with Juliane as she instructs on how to create and maintain beautiful spaces for your clients to enjoy.

From Patient Consult to Treatment Kami Parsa

The consultation process is “game day”. Learn from one of Beverly Hills’ top aesthetic providers for over 20 years on the art of listening, assessing, and patient education. This talk will teach you key components to consistently deliver a 5-star patient consultation to treatment.

Service Recovery and Creating Special Moments Aziza Ali

Not every experience is flawless, but that doesn’t mean it can’t have a happy outcome. Master the art of turning challenging guests into your most loyal customers through Aziza’s tried and true methods of service recovery.

Creating a Service Culture Jennifer Schmelter

Having one or two good employees is great, but imagine an entire company dedicated to great service. Join Jennifer as she reviews the required elements to a service-focused culture and how to strengthen your brand through talent acquisition and training.

How to Make Corey Your #1 Source of Referrals Adam Tuttle

  • Asking for Reviews
  • How do they speak of your practice
  • Create membership program
  • Point system or referrals
  • Touch points after the treatment (drip campaigns, spa services, birthday messages)

Sponsors

Silver Sponsors

Inmode

Speakers

DYLAN KEMMA Vice President of Sales & Marketing OptiCall

Dylan Kemma is currently the Vice President of Sales and Marketing for OptiCall, which specializes in initial patient contact for elective procedures and has taken over 2 million calls supporting businesses just like yours. Dylan’s experience has made him intimately aware of the secrets to providing a first-class service experience for your clients while simultaneously creating a marketing pipeline and leads.

GEORGE POLYARD Enterprise Senior Solutions Consultant Medallia

George has over 15 years of experience working with some of the world’s most recognized brands in service. His experience includes Four Seasons Hotels and Resorts and Forbes Travel Guide where he delivered benchmark service training to organizations around the world. George will be pulling back the curtain on what the best brands already know about service so you can implement these practices into your own business.

JULIANNE BATES Director of Housekeeping Four Seasons Hotels & Resorts

Julianne’s tenure with the world’s leading Hospitality company includes positions with Four Seasons Hotels and Resorts in Paolo Alto in Silicon valley, Miami, Orlando at Walt Disney World, West Lake, Los Angeles, and Fort Lauderdale. Throughout Julianne’s career she has focused on creating and maintaining luxury spaces. Julianne has opened 2 luxury resorts and has helped countless team members learn and perfect the art of Luxury.

AZIZA ALI Independent Consultant The Excellence Project

Aziza brings power from some of the biggest names in service and hospitality. Aziza has worked in training and development for companies such as the Walt Disney Company, Seaworld, CVS Pharmacies, and Four Seasons Hotels and Resorts. Aziza specializes in helping staff and company leaders not only understand the importance of luxury service, but the mechanics in leading and developing a team to deliver constant good quality service.

JENNIFER SCHMELTER Talent Development Consultant Founder & Principal Sapphire Compass

Jennifer has over 15 years of experience in the service and talent development industries with brands including The Walt Disney Company and Four Seasons Hotels and Resorts. She holds an MBA from Stetson University and is currently earning a second Masters in Industrial-Organizational Psychology from the University of Georgia. Jennifer’s blend of operations and talent development experience combined with her academic expertise give her the ability to provide evidence-based solutions to her clients in a way that is simple, practical, and scalable.

Adam Tuttle Independent Consultant Economic Luxury

Adam cut his teeth in the hospitality industry in Las Vegas Nevada. Through his tenure with the Four Seasons Hotels and Resorts, Adam also work in Washington DC, Orlando and, Las Vegas.

Adam currently operates a consulting business serving business who wish to deliver the highest quality service found at some of the finest hotels in the world at their business as well.

Adam firmly believes the world of luxury is available to every business and individual who wants to improve upon their service quality and execution.

Jon Hoffenberg President and Founder YellowTelescope

Jon Hoffenberg, a graduate of the Wharton School of Business, has served as the President and founder of YellowTelescope Consulting, SEOversite online marketing, & iScreamSocialMedia since 2008. Named for the 4th year in a row to Inc. Magazine’s list of the “5,000 Fastest Growing Private Companies in America” and the 2021/2022 Financial Times’ list of the “Top 10 Management Consultancies in the Americas,” the YellowTelescope companies have overseen over $1.2 billion dollars in client results. Jon helps med spa, facial plastics, plastics, and dermatology practices grow. He has served on faculty for Core Aesthetics, ASAPS, ASPS, AAFPRS, VCS, GAC, MCS , ASCRS-ASOA, NFO, NYRSPS, published articles and book chapters, including those featured in MedEsthetics, Cosmetic Dermatology Times, & The Business of Plastic Surgery 2nd Edition.

www.yellowtelescope.com

Erez Dayan Plastic and Reconstructive Surgeon Avance Plastic Surgery

Dr. Erez Dayan completed his Plastic & Reconstructive surgery training at the Harvard Plastic Surgery program. During his training, Dr. Dayan gained extensive experience in both reconstructive and aesthetic plastic surgery. Dr. Dayan is trained in a comprehensive range of plastic surgery procedures with a particular interest in facial aesthetic surgery, rhinoplasty, breast augmentation, and non-invasive treatments. He has worked closely with the world's leading experts in the areas of: breast reconstruction, complex microvascular reconstruction, face transplantation, and aesthetic surgery.

Dr. Dayan has lectured and published on these topics on over 100 occasions nationally and internationally; and is the lead author of three books.

www.avanceplasticsurgery.com
Instagram: @avanceplasticsurgery__

Kami Parsa Oculoplastic & Reconstructive Surgeon Kami Parsa M.D.

Dr. Kami Parsa is an Oculoplastic & Reconstructive Surgeon who specializes exclusively in reconstructive, revisional and cosmetic surgery of the eyes and surrounding tissue. His expertise in cosmetic and reconstructive surgery has made him the choice for patients who have had previous plastic surgery and now need revisional surgery around the eyes.

Dr. Parsa has appeared on numerous media outlets around the world, including The Doctors show, Botched by Nature, Discovery channel, The New York Times and the Miami Herald.

www.oculoplastic.info
Instagram: @kamiparsamd