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Ep.196: Alex (@aebridgeman) is joined by Shikhar Saxena (@shikhar-saxena).
My guest today is Shikhar Saxena, co-founder and CEO of Milan Laser Therapy. Milan, founded in 2012, is the nation's largest laser hair removal provider with over 300 locations in 32 states and 1,900 employees performing 50,000 treatments a month.
Keys to Shikhar’s growth story have been an obsession with customer experience and a constant study of other CEOs and resources to improve his performance. We talk about that obsession with customer experience and lessons learned through scaling, studying peers, and the market for med spa businesses today. Please enjoy this fantastic episode with Shikhar Saxena.

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Learn more about Alex and Think Like an Owner at https://tlaopodcast.com/

Links:
Milan Laser Hair Removal
Shikhar on LinkedIn

Topics:
(00:00:00) Intro
(00:03:59) The Milan origin story
(00:13:07) Verticals to pursue in the Med Spa space
(00:14:43) Improving the customer experience
(00:21:05) Studying companies to learn about consumer experience
(00:23:59) Changing clinic management through scale
(00:26:33) Key executive roles
(00:28:44) Hiring and interviewing
(00:33:51) Disseminating core values across locations
(00:37:08) Dealing with stress
(00:41:59) How PE changes processes
(00:45:15) Predictions for the industry
(00:46:17) The decision to focus solely on hair removal
(00:50:42) Future growth plans
(00:53:54) Shikhar’s book
(00:58:29) Final thoughts