The Right Consultation Is Key To Avoiding Neuromodulator Complications

Join us for Rana’s presentation, “Neuromodulator Complications—Prevention and Management,” at Modern Beauty Con, on May, 6, 2023, at the Boston Park Plaza.

When we caught up with Rana Kennelly, she had just touched down from a visit to Australia but wasn’t too tired to discuss some of her favorite topics in aesthetics. Also known as “Naturally Rana,” she is a world-renowned speaker and injector with her own practice in Chicago. She also made good on a dream to help train other injectors when, in 2013, she launched The Confidence Lab aesthetic training program, which added a brick-and-mortar facility in 2020. 

Here, as a preview to her Modern Beauty Con presentation “Neuromodulator Complications—Prevention and Management,” she discusses face-to-face consultations, the shift away from the “frozen” look, and how word of mouth is still the gold standard when it comes to gaining new patients. 

Neuromodulators are one of the most-popular treatments, and often the entry point for clients. What are some of the common misconceptions about these treatments? And where are there opportunities to increase usage?

R.K.: A lot of people think that neuromodulator is, like, a basic treatment, and that it’s a one-size-fits-all or a cookie-cutter treatment. And it can be that, particularly for the upper face. That is what’s being taught by the industry. But when you look at the full face and all the opportunities, you realize it isn’t just about relaxing wrinkles, but also about shaping and shifting the face. When you get out of the common areas of the face, there are lots of opportunities…missed opportunities. A lot of patients come in requesting something for frown lines on the forehead or for crow’s-feet. They don’t know that they can ask about other areas—that we can cater to the full face, the neck, the décolletage, the hands and palms and feet.

Patients today, because of social media, have access to more information. Some patients are actually driving the questions. But I think it’s the responsibility of the provider to be skilled, knowledgeable, and to give the right information and customize treatments for each patient. You might get a patient asking for something that might not be the best for them. You should give your professional opinion on what is best—but, obviously, after you listen to them.

In regard to complications, it’s important to talk about general side effects, like bruising and discomfort. I also want people to understand the very, very rare complications, like an allergic reaction or spasms if treatment goes into a vessel. There are rare events where you could cause blurred vision when doing a crow’s-feet treatment with a neuromodulator, if not placed correctly. That’s why reviewing the patient in person, not on the phone, and going through their medical history is important.

Speaking of face-to-face, you are known for your consultations. Any secrets to share?

R.K.: I start my consultations with my philosophy, which is a safe and natural approach. Every face is unique, and treatments should be customized to them. You really drive patients to your practice that follow your philosophy, and the results coming out of your practice are your signature. I still love good word of mouth; it is the gold standard. A lot of my [existing] patients prepare new patients coming into the practice saying, “Ran isn’t going to do anything weird. You can trust her with your face.” It really comes down to having a good consultation at our practice. We take our time talking to the patients and listening to their concerns. I always show our practices’ results, lining up before-and-after [photos]. I grab photos that are similar to who is presenting in front of me. I talk about a natural and safe approach that is built slowly over time rather than giving too much. When it is related to neuromodulator, I can always add more. 

And that’s in tune with the current movement in what people want, right?

R.K.: The pendulum has swung from a frozen face. Years ago, we thought looking like an ice-skating rink was a good look. Patients would come in and say, “Freeze me.” Right now, there is a soft, full-face approach, where the patient still has muscle activity, you can still create emotions, but their skin looks beautiful. There will still be those providers for patients who want to have less expression. There’s going to be a provider for the Kardashian patients out there. 

How do you recommend handling patients who are disappointed, either from your practice or coming from another practice to fix an issue?

RK: Unfortunately, that does happen. You have to be respectful. First and foremost is to say you want to take good care of the patient. I’ll say this happens to my patients, too. I think this most often happens when people are not educated properly during the consultation. I never bad-mouth another provider. 

And as far as retention, I let clients know there are many good providers out there. I’m not married to patients… I’ve got one husband and am not looking for another. If they come back and choose me, great, but I’m not going to be that provider who goes, “Let’s book your next appointment.” 

We just featured an interview with George Baxter-Holder, who talked about men and aesthetics. Do you have many male clients?

RK: Our practice has always had a little bit more of a percentage of male clients. Men are actually easier aesthetic patients. They sit in the chair and tell you to do whatever you think. A lot of my male patients are those who want to look good, perhaps to be successful in business. I’ve got others who say, “My wife comes here, and she’s looking way better than me. I’ve got to keep up with her.”

Join us for Rana’s presentation, “Neuromodulator Complications—Prevention and Management,” at Modern Beauty Con, on May, 6, 2023, at the Boston Park Plaza.