01The Four Principles Under Every Word
Before the scripts, the reasons. Every approved line traces back to one of these four ideas.
We elicit, we do not pitch
The patient's own reasons move them, not ours. We ask, we listen, we reflect back what we hear. The goal of every question is to help the patient say, in their own words, why this matters to them.
Motivational Interviewing
Value before investment, always
We earn the right to discuss investment by first showing the whole picture. A number without context is just a number. The Foundation is where value is struck.
Consultative Care
The small yes leads to the real yes
Every easy, honest agreement builds toward the Foundation, and the Foundation builds toward the plan. We never force. We sequence.
Commitment & Consistency
We never lead with the treatment
We lead with the why. The treatment is proof of the belief, not the opening line. People do not commit to a syringe. They commit to a vision of themselves.
Start With Why
02The Communication Backbone: LAER
Every patient conversation, on the phone or chairside, follows the same four-beat rhythm. Spend most of the conversation listening. The patient should be doing the talking.
L
Listen
Roughly 80% of the conversation is the patient. Listen for the feeling underneath the words, not just the words.
A
Acknowledge
Validate what they said before adding anything. "That makes complete sense." The patient must feel heard first.
E
Explore
Open-ended questions that let them say why this matters to them. Curiosity, never an interrogation.
R
Respond
Only now do we guide, matched precisely to what they told us. The response is theirs, reflected back with a path forward.
The frame that changes everything
Ask one question of yourself before you speak: How can I serve this person? Never how can I sell to this person? The first builds a patient for fifteen years. The second loses them in one call.
03Instead of Saying, Say This
The heart of this page. The left column is common, transactional language the industry trained into all of us. The right column is how Source of Health speaks: precise, warm, and oriented to the whole picture. Practice the right column until it is reflex.
Instead of
"It's $___ per unit." / "How much per syringe?"
Say this
"We don't price by the unit, we price by the areas treated and the outcome we're creating. It helps you see the whole picture from the start. We're never the most expensive or the cheapest; our fees reflect the experience and the outcomes of the work. The Foundation is where Dr. Sorr maps your goals, and the investment is built around your plan."
Instead of
"What treatment do you want?"
Say this
"How did you hear about us, a referral, TikTok, Instagram, Google? It helps us understand where you're coming from."If they want to book a treatment right now, shift gently: "Is there an event or something special coming up we should know about, so we can build a plan backwards from that?"
Instead of
"Do you want to book a treatment?"
Say this
"The best first step is the Foundation. You'll meet with your provider, share your goals and concerns, and then with 3D precision you co-create a plan together, clear and thoughtful."
Instead of
"This will transform you."
Say this
"Our goal is to restore and rejuvenate, so you become your refreshed, confident self."
Instead of
"We have a special running on filler."
Say this
"We don't run specials. From time to time we have featured services for our members, built with pairings and the occasional special gift."Value-added and reserved for our community. It is something to belong to, not a discount to chase.
Instead of
"That's not something we do."
Say this
"Let me make a note of that for your Foundation visit, so you and the doctor can discuss it and decide whether it fits into your plan."
Instead of
"Let me check if the doctor can squeeze you in."
Say this
"Let's find a time that gives you the space to address that, so you never feel rushed."
Instead of
"It's a body scan." / "It checks your weight."
Say this
"Weight isn't as useful as a composition analysis. We track key metrics, muscle mass, hydration, and body fat percentage, to make sure you're progressing through your plan."
Instead of
"You need this."
Say this
"Most of our members prioritize the whole picture and love to include ___ in their plan."This builds annual, whole-picture thinking over the one-time treatment.
Instead of
"The doctor is very experienced."
Say this
"Dr. Sorr is one of the country's top injectors and trainers in aesthetics and wellness. The 3D scan is one of the most precise tools we have to build your treatment plan."
Instead of
"I think you'd look great with lips."
Say this
"The Confident Smile is all about balance and proportion, never about big lips. It's about you feeling your best with your smile."We never offer a clinical opinion on what a patient "needs." That is the provider's role.
Instead of
"Let me email you some info."
Say this
"Let's get you and the doctor together for the Foundation visit. Most patients say it's the most anyone has actually shown and explained to them, the whole picture."
Instead of
"Do you want to add anything else today?" (established patient at checkout)
Do this
Before checkout, pull their skincare history and visit notes. Have their product already pulled from the shelf and ready, and rebook on the spot.If an add-on genuinely fits: offer an IV while they're numbing, a B12 or NAD+ shot, or a pairing like the VI Peel with a Tox Booster. Always a fit for their plan, never a random upsell.
04The Lines We Never Cross
These are not preferences. They are hard rules that protect the patient, the practice, and the trust we have built.
What we never do
- We never give or imply medical advice from anyone but the patient's own provider. If an established patient reaches out with a clinical question, the Patient Care Coordinator reflexes to the doctor's decision tree. We never answer clinically ourselves.
- We never discuss cost before the Foundation visit is complete. Value has not been struck yet. Use "investment," and route the number to the plan that comes out of the Foundation.
- We never say no abruptly, and we never say yes prematurely. There is always a graceful path: "Let me note that for your Foundation."
- We never quote, compare, or price-shop against another practice. We compete on the depth of care, not on a number.
- We never diagnose, never promise a specific result, and never discuss another patient. Privacy and humility, every time.
05Knowing the Menu Cold
Confidence at the desk comes from knowing the offerings well enough to guide a patient warmly, even before the provider is in the room. You are not selling. You are orienting.
Where most begin
The Awakened Eye
Our most-requested treatment, for the "I look tired even when I'm not" feeling. We restore the midface and under-eye so the face matches the energy. Most patients start their plan here.
What is uniquely ours
The Foundation & The Connection
The 3D imaging and Inside-Out Scan visit where the plan is built. The philosophy underneath everything: the face is the dashboard of the interior. No competitor can copy it.
Natural pairings
Add-ons that fit the plan
An IV during numbing, a B12 or NAD+ shot, the VI Peel with a Tox Booster. Offered only when they serve the patient's plan, never as a random add.
For the full, tiered scripts on every treatment, including the verbatim hooks and coaching notes, go to The Talking Tracks.
06Where This Connects
This page is the everyday quick reference. These three go deeper.
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