Episode 218 showcases our hosts Dr Jake Sloane & David Segal. As injectors and clinic-owners, we don't always get things right. And even when we do, our patients don't always see it that way. Complaints can vary from mild nuisances to full blown medicolegal nightmares. They will always occur in some form and they can cause significant anxiety for businesses and injectors alike.  In this episode we delve into how we can do better at improving our communication bwetween ourselves and our patients. We explore: Why patients complain Real complaints vs annoying patients Dealing with a 'Karen'! 'Silent complaints' - the patients who don't come back How to dissect a complaint without emotion How and why you should ask for feeeback from your patients Google reviews - the pros and cons Malicious reviews and what to do about them The implications with refunding a patient How to tackle complaints amongst your injecting team How to politely 'fire' a patient Learning from complaints   SUPPORT THE PODCAST: If you enjoy listening to IA every week and would like to help support the podcast in a small way, we have a simple donation option: Buy us a coffee   IA PATREON: Did you know that we have an online injectable education and business mentoring service called IA Patreon? Get access to the following benefits: - Access to five main IA Whatsapp groups (General, Injectables, Skin & Devices, Business & Regenerative Aesthetics)  + three country specific groups (Australia, USA and UK) - Weekly IA Injectable Hints & Tips (Patient assessments, injecting videos & other injectable education) - NEW! Weekly Instagram Hints & Tips (Optimise your profile, content planning, how to use Instagram features, etc) - IA Business Hints & Tips (Videos of business hints and experiences) - IA Business Insights (Zoom recordings of David doing business coaching with our IA Patrons) - IA Zoom sessions (Bimonthly Zoom sessions focussing on injectable & business topics) - Access to our IA Library (Clinical papers, books & other resources) - Re-watch 8 x IA Webinars (Recorded in the pandemic with global experts)   IA Patrons can also access: Business mentoring opportunities with David (additional cost, limited slots) Shadowing opportunities in clinic with Dr Jake (additional cost, limited slots)   CONTACT INFORMATION: Subscribe to IA on Apple Podcasts Subscribe to IA on Spotify   Other IA links: Follow IA on Instagram Sign up as an IA Patron Visit the IA website  Contact IA Apply to be a guest on IA Dr Jake Sloane: Follow Dr Jake on Instagram  Dr Jake's website David Segal: Follow David on Instagram