I just returned from attending the ASLMS conference in Washington, DC. The cherry blossoms were in full bloom and the laser and IPL manufacturers were in full force!
As expected, all of the companies displayed their equipment there for us to see and play with. With the current technology present, came the vision of new technologies balancing on the horizon. One can almost envision the progression of technological development when you're at ASLMS as all of the companies seem to be racing to release that next perfect modality that will change the face of aesthetic medicine as we know it.
What presence these companies displayed with their engineers and physicists standing along side of their sales force. Once, where you would discuss the steps of treating various conditions, you now find yourself discussing, and more curiously, understanding the importance of discussing pertinent wavelengths and wattage.
I can seriously envision one day stepping into a sort-of tanning booth, being hit with a flash of laser light, and stepping out of the booth with 3 inches of fat shed from my waist. Almost reminiscent of the Jetsons, this technology is truly within our grasps! Parents sending your children to college for the first time, relish in the thought of them becoming engineers or physicists for they surely will have a booming career in aesthetic medicine!
One cannot peruse through Medical Spa MD without coming across the gripes and concerns of disgruntled laser owners completely dissatisfied with how they were handled and treated after the sale. I, for one, would like to give you a story of hope by posting some positive words for a change about a little company with a big conception of customer service. So much so that it should be a considered a text book gold standard for anyone struggling in today's aesthetic market
I'd like to tell you about ArTek, the manufacturer of ThermoTek, an air chiller we use for laser skin resurfacing. In shipping back to the company for firmware flashing, the carrier dropped the box and smashed our unit. Busy as we are in our practice, no one thought to add the extra insurance and the carrier only was responsible for $100 of damage. We were now out $5000 just like THAT!
ArTek had such compassion for our situation that they completely took care of us and rushed repairs to the unit, as well as expedited shipping, so we could have it back in time in our office for our patient's resurfacing procedure.
I saw them at ASLMS. I walked up to them and extended my hand and introduced myself. They knew who I was and recounted my plight. I sincerely thanked each one of them personally for caring enough about my situation, about my patients who needed this device for comfort, and for forgoing the cost of the repair bill due to the shipping company's error.
To all of you laser companies, (and you know who you are as you've already been singled out!) take notice of this excellent display of customer service. THIS is how you take care of your customers and THIS is how you stay a leader in the aesthetic marketplace.
Great technology is good for about 3 years...
Outstanding customer service lasts a lifetime!
Author: Paula D. Young RN runs internal operations and training at Young Medical Spa and is the author of the Medical Spa Aesthetics Course, Study Guide, and Advanced IPL & Laser Training course for medical estheticians and laser technicians.
Submit a guest post and be heard.