This place is just a total let down for Providers or anyone who remotely believes they can succeed with their ever changing performance structure. They change their productivity metrics literally every couple months which makes our work environment very stressful as to what we're going to be rated on for our "annual reviews" that rarely even happens. Management sits at home and only looks at numbers, therefore they're unable to see the great strides we make to provide quality care to their clients nor do we get any credit for our amazing customer service skills. None of this matters because it goes unnoticed and doesn't determine your qualifications for a promotion, only numbers do. We're not able to add extra time for clients who have low pain tolerance anymore so we're always running behind. It puts a lot of stress on Providers to try to accommodate their pain for them to get through a treatment and to complete it thoroughly all while knowing your next client has been waiting out in the lobby and is going to be annoyed when you take them back; all because they make the appointments too short to squeeze people in where they can. This happens very often throughout the day and you're stressed trying to play catch up and end up working through most of your break.
People show up for their appointments they booked months prior just to be told it had been canceled because it wasn't confirmed. Since corporate does this automatically, we are stuck with an angry client yelling and screaming in the lobby in front of other guests and it's embarrassing. Mind you, these other guests out there are the first time guests who were called off the waiting list from their sales consultant once they got an alert there's an earlier opening. So while all this is going on and you're in the back sanitizing a room, you have to come out and look at the schedule to fit them in because you feel pressured and feel bad for them. It's awful, it's chaotic, all while corporate is cheering for the amount of first time treatments sales consultants got in.
Clients come in thinking they're getting their fillers done but were only booked for Botox. They're angry, stating their sales consultant told them we'd have time to do it all, and then we can't book them their fillers for another two months because we're booked back to back. If you try to reach out to the virtual consultant via email (whom you've never met before because there's hundreds of them nationwide) they'll tell you they never told them that. At first we believed them but now that it's been months of this we don't even bother saying anything because there's really no point and honestly we're too busy to follow up with this nonsense and tattle tail when it's become a norm.
Before Covid, we had a consultant in house who would pull a nurse in for an assessment to make sure the client is a good candidate before they purchase. Now that they work from home, they have virtual consults with one of the hundreds of consultants from who knows where in the country. People come in with unrealistic expectations because they were never assessed by someone who tells them the truth, and we have to be the bad guys when we inform them they can't get a refund even when they were sold incorrectly. Morale gets lower, and it's like no one cares because higher ups are making so much money now with this new way. Our complaints get dismissed, and no one is truly there to advocate for the Med Pros. You begin to question your purpose here and feel like a factory worker.
Some nurses will do subpar treatments in order to finish on time and get their full break, and when you have the same client next time and do a thorough job, the client requests you going forward. Don't get me wrong, I love that and love my following but over time it ends up being that because you're in such high demand your schedule is jam packed to fit them all in on top of accommodating the other disgruntled guests that come in due to errors that were made by consultants you don't know or corporate automatically canceling their appointments. The burden falls on the stronger employees and it all goes unnoticed when you don't get a raise- because they rate you based on numbers which don't always accurately reflect true performance.
They are resistant to hiring more Providers or doing anything about this because quite frankly, we've been making it work in their eyes. This company just doesn't care about you unless you're putting more money in their pockets. Bonuses are a sham and unattainable. Commission structure has loopholes so you don't receive it on the full amount you sold. You only make commission on existing guests. That means if someone you know reaches out to you regarding any treatment we have to offer, and you discuss it with them and get them to buy anything with you, you don't get commission off that because they weren't an existing guest. They say they need to buy with an official consultant--but why if we're the ones who brought them in and already assessed them? If I wanted to sell another area or treatment to a friend who is an existing guest I'm able to and I would make commission so how is this different? You don't figure this out though until you already got a bunch of people to come in and don't see it reflected on your report. It doesn't make you want to even have the discussion of all the cool treatments your friends would benefit from and makes you hate where you work. And quite frankly, as nurses our main focus is on quality and safety of care, not pressuring existing clients to buy packages that they don't really need and aren't interested in and racing to show how many people we treated in a day. Money is not our motivators, ethics is-- and if Ideal Image truly cares about their nurses like they boast, they'd respect this and recognize our hard work by promoting us accordingly.
