Front of House Is Sales: Follow-Up, Confidence & Why Clinics Leak Revenue | BOAC #19

In this episode of The Business of a Clinic, we speak with Sara Cheeney, Founder and Director of Pure Perfection, an established medical aesthetics clinic in North Wales, UK and a client partner of Coherent.Sara brings a rare combination of perspectives: a medical professional who embraces sales, targets, and commercial ownership — and sees first-hand how clinics quietly lose revenue despite delivering excellent care.This is a candid, ground-level conversation about what actually breaks inside clinics as they grow.We discuss:Why front of house is a sales function, whether clinics label it that way or notHow NHS conditioning creates fear around money, pricing, and asking for paymentThe confidence gap that stops teams from recommending treatment plans and productsWhat real patient connection and trust look like — before, during, and after treatmentWhy follow-up collapses at scale (and why SOPs, CRMs, and task lists don’t fix it)The difference between doing the task vs owning the outcomeHow recall lists fail when the wrong people, scripts, or incentives are involvedWhy clinics panic into ads, discounts, or Groupon instead of fixing follow-throughThe emotional and financial toll of poor follow-up on clinic ownersSara also shares her experience working with an external follow-up partner — including the initial fears around tone, trust, patient data, and brand, and what actually mattered once results started to show.This episode is for clinic owners who:Feel like patients “drift” despite good careSee white space in the diary they can’t explainCarry too much of the business in their own headKnow follow-up matters — but can’t get it done consistentlyThe Business of a Clinic explores the real operational, commercial, and human challenges of running healthcare businesses — beyond surface-level tactics and software promises.