Clinic plastic surgery and anti-age medicine "ANA-COSMO" - the flagship in the aesthetic medicine market and recently celebrated its 20th anniversary. More than 24,000 clients used the services of the company, most of them applied on the recommendations of friends. In an interview, the CEO of the Cosmo-Trade group of companies, of which the ANA-COSMO clinic is a part, and the ideological inspirer of the clinic, Oksana Denishchuk spoke about the company's values, unique comprehensive anti-age programs, shared the secrets of recruiting personnel, the principles of working with different types of clients and many more.
What is the difference between the concept of the clinic «ANA-COSMO» from its competitors?
Values of our clinic – customer service, continuous development and innovation. The customer is always right – this is our golden rule. We also take the “do no harm” thesis very seriously. Our specialists, before starting to work with new equipment or a new method, must go through several stages of certification in order to guarantee our client the safety of the procedure and the expected quality. Often the first step - training with the best doctors abroad. Taking care of the safety of the patient and the quality of the services provided "ANA-COSMO" for many years has the highest accreditation of the Ministry of Health of Ukraine, which only a few receive today, and the international quality certificate ISO 9001.
Scripts – clear written rules for any situation.
Being guided by 20 years of experience, we were able to analyze all possible situations with the client and develop options for solving them. Particularly important is the individual approach to the client. To this end, we hold medical consultations where we discuss the patient's case in order to choose the most effective method for resolving his issue.
We always keep up with the times and use the most innovative and high quality equipment. For example, we have Сutera – No. 1 in the world among devices for vascular removal and skin rejuvenation. And with the Ulthera SMAS lifting machine, we provide the most effective non-surgical skin tightening.
Our company employs only highly qualified specialists who do not get tired of developing in their field. Once every six months, the clinic staff undergo internal certification. This motivates them for continuous development and makes them confident in their professionalism. We have very high requirements and standards, and their unconditional observance, academic and learning ability – three principles on which our work is based.
What procedures are performed at the Ana-Cosmo clinic?
"ANA-COSMO" – is a clinic of plastic surgery and anti-age medicine, providing a full range of aesthetic services. The clinic is headed by its owner Pavel Denishchuk, National Secretary of the International Association of Aesthetic Plastic Surgeons ISAPS, member of the board of the USAPS (Ukrainian Society of Aesthetic Plastic Surgeons), who follows all the trends and novelties of the market and successfully implements them.
We do not advertise plastic surgery as our core service. Nevertheless, the workload of our plastic surgery department is very high. All patients come by appointment. Our main direction – These are comprehensive body and appearance rejuvenation programs for women and men lasting from 3 to 12 weeks. Such programs allow not only to improve the appearance of the patient, but also to restore youth, energy, and to maximize the number of healthy years of life. Along with this, we very actively use the most advanced cellular technologies in the world (rejuvenation with autologous fibroblasts, stem cells), hardware and injections.
Tell us about your comprehensive body rejuvenation programs
Now our clinic focuses on the development of an individual rejuvenation program for each client. Indeed, to achieve a lasting anti-age effect, it is not enough just to carry out the procedure. We are convinced that to solve the aesthetic problem & nbsp; should be approached comprehensively, because often they are directly related to health problems. But even if the external manifestation is associated with the natural aging processes of the body, the effect of the procedures will be much more noticeable if a woman, for example, regulates the hormonal background, replenishes the necessary balance of vitamins and microelements.
A woman under 35 wants to be sexy, so she enlarges her lips and breasts, emphasizes her cheekbones. But at 45, health becomes a priority.
As part of comprehensive anti-age programs, our work consists of several stages:
• Collecting an anamnesis and, if necessary, treatment with related specialists. Therefore, our clients undergo examinations, during which various kinds of diseases are sometimes detected, & nbsp; which they were not even aware of.
• Repeated consultation, where we check the results and discuss our next steps. As part of comprehensive programs, we work in 4 areas: homeopathy, intravenous drips, plasmapheresis, body cleansing (detox).
• After that, depending on the expected result, aesthetic procedures are selected – cell technology,
What are the most popular procedures today?
Of course, injection procedures are now very often offered to clients. But I believe that this is an imposed need, because this type of service does not require large financial and labor costs, which means that specialists are interested in promoting it. Nevertheless, injection procedures alone are not enough, because they do not eliminate the causes of the appearance of an aesthetic problem. Therefore, our goal – promote an integrated approach to beauty and youth.
Over the past year, non-injection skin tightening with the help of the innovative Ulthera device has been very popular, because one procedure gives a very tangible result.
Previously, this effect could only be achieved by surgery.
Of course, services such as dermatogenesis, vascular removal, laser hair removal and photoepilation are also in demand. Services for micropolishing, non-injection mesotherapy, plasmapheresis are also in demand.
We have quite a few clients who come from abroad. Basically, these are immigrants from Ukraine who live in Italy, Germany, Switzerland, and the USA. Often they use the services of a plastic surgeon and procedures for skin tightening, volume plastic surgery, botulinum toxin, lipofilling and rejuvenating droppers.
Others 80% – These are the customers you need to work with and earn their loyalty. We have unique training scripts developed by us, according to which employees should work with clients. Each person needs a special approach.
All clients are different. Someone may come in a bad mood or they just need to satisfy their ego. Give him that opportunity! In tense situations, the specialist should think: does he want to keep the client or prove his case? The client is what he is, and it is necessary to listen to him, understand him, develop an anti-age program correctly and provide him with a service at the highest level.
Of course, the difference between a client 20 years ago and today's – very large. The client has become tougher and more demanding. Sometimes he is better than a beautician can tell what he needs. Today he comes prepared and is already testing how competent the specialist is. If earlier only 15% of clients had information, now about 70% of our patients come with a certain knowledge base.
You serve a lot of show business stars. Is there a certain specificity of working with them?
Yes, they differ in that they make decisions impulsively and sometimes irrationally. One of the mistakes doctors make when working with them – this is a detailed explanation of the mechanism of action, pathogenesis, but often they do not need these details. It is important for them to be heard and receive key information in an accessible language. If you find a common language with creative people, you will understand that they are the sweetest people, insanely charismatic and giving just a tremendous boost of energy!
It is more difficult to work with clients who did not come of their own accord, but because their image makers insisted on the need for certain aesthetic procedures. The person who was literally brought by the hand is initially negative and closed, so it is very important to find an approach to him and inspire confidence.
Do you have any recruitment criteria?
It is important for us that a person is a fan of his work. Also, the candidate must be quick to learn, open to new things and ready to develop. In addition, a person should be grateful, because gratitude – this is a step towards wealth and development. We also use various tests to select candidates, my favorite is from Yitzhak Adizes. I appreciate honesty in people, because there are things in which there are no compromises. The only conflict that cannot be resolved – conflict of values.
Customer service, professionalism, dedication to the company and its work, rapid development and ability to work in a team – one of the most important features that an employee of the ANA-COSMO clinic should have.
What are the plans of the ANA-COSMO clinic? for the near future?
We are currently working on organizing an international congress on plastic surgery and aesthetic medicine "Modern methods of facial rejuvenation" with the participation of foreign speakers. It will take place in Kyiv on March 16–17 (2018). Your participation already confirmed by the famous plastic surgeon Brian Mendelsohn (one of the top three surgeons in the world). This is a world-renowned specialist in facial anatomy and aging, the founder of the SPACE-lifting technique. We are currently awaiting confirmation from world-renowned dermatologists. I am sure that this event will contribute to the improvement of culture and professionalism in aesthetic medicine.
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