Diamond Hands Podcast with Leslie Tracey

Leslie Tracey
  • 5.0 (32)
  • Entrepreneurship
  • Updated Biweekly

Conversations with the founders, executives, and operators shaping the future of medical aesthetics. Hosted by Leslie Tracey, executive brand advisor, founder of Diamond Hands Media and author of Be Intentional or Be Irrelevant.

  1. 3d ago

    Episode 99: They Didn't Ghost You. You Were Too Slow.

    What is the actual financial cost when an aesthetic practice operates across five fragmented technology systems, and why do conventional lead follow-up workflows fail to capture modern consumer demand?  In this episode, Leslie Tracey sits down with Shannon Blake, Director of Aesthetic Partnerships at Podium, who has spent over six and a half years leading Podium’s expansion into the medical aesthetics vertical. Shannon breaks down the operational reality facing practice managers and patient care teams who waste hours daily toggling between disconnected EMRs, CRMs, phone systems, and texting platforms.  Shannon shares data from secret-shopping studies across hundreds of practices, contrasting average after-hours response times (over eight hours) with the modern consumer expectation of two minutes or less. She explains how AI-driven operating systems — when properly trained on practice-specific SOPs and brand voice — can convert cold leads, automate appointment reminders, and mine dormant patient databases for high-margin treatments without compromising patient experience.  Together, Leslie and Shannon detail the dark work required for successful AI implementation, the boundaries between automated messaging and human clinical consultation, and the essential questions practice owners must ask technology vendors regarding HIPAA compliance, self-training capabilities, and platform maturity.  🎧 Listen on Spotify | Apple Podcasts | YouTube    🔗 Resources & Links  👤 Connect with Our Guest Shannon Blake  💼 LinkedIn: Shannon Blake on LinkedIn  🌐 Company Website: Podium Aesthetics Solutions  “AI employees don’t come out of the box ready to slay it for you. Garbage in, garbage out. If you take the time to document your SOPs, brand voice, and protocols, an AI agent will work tirelessly to capture every single lead and mine lost revenue sitting in your database.”    - Shannon Blake  Enjoyed This Episode?  If this episode resonated with you, share it with a practice owner, office manager, or patient care coordinator looking to eliminate fragmented software, decrease lead response times, and scale practice revenue with AI-driven workflows.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 99: They Didn't Ghost You. You Were Too Slow.

  2. Sep 4

    Episode 98: Less Than 1% of Business Owners Are Bankable. Are You? with Micah Smith

    Disclaimer: This conversation is for educational purposes only and is not legal, tax, lending, credit repair, or financial advice. Lending standards, credit reporting, rates, and eligibility vary by lender, product, business profile, and jurisdiction. Consult qualified financial, legal, tax, and lending professionals before making decisions.    Why do so many practice owners with great personal credit still hit a financial ceiling when attempting to scale, acquire equipment, or open new locations?    In this episode, Leslie Tracey welcomes back Micah Smith, President and CEO of Micah Abigail LLC, credit restoration expert, and host of the Rebuild and Rise podcast. She breaks down the distinction between personal credit and business credit architecture, and why relying on personal guarantees or cards that don't report to business bureaus quietly limits growth.    She defines what it means to become "bankable", a status held by less than 1% of business owners, and explains why high-rate factor loans and Merchant Cash Advances are the expensive alternative to SBA funding that most practice owners default to by default. She also walks through what banks actually evaluate: Dun & Bradstreet profiling, FICO SBSS scores, lender compliance, and low-five bank ratings.    Together, Leslie and Micah cover the real impact of Buy Now, Pay Later platforms on patient credit, the risk of over-relying on patient financing, and why bankability is the foundation of practice valuation, leverage, and any exit strategy worth building toward.    🎧 Listen on Spotify | Apple Podcasts | YouTube      🔗 Resources & Links  👤 Connect with Our Guest Micah Smith  📸 Instagram: @fitcreditdoctor  🎙️ Podcast: Rebuild and Rise Podcast  📚 Mentioned Literature:   The Psychology of Money by Morgan Housel   Profit First by Mike Michalowicz    Remember:   "Personal credit gets you started, but business bankability builds your legacy. Wealth isn't just about the top-line revenue you generate—it's about the capital you retain, the leverage you hold, and the foundation you build."   — Micah Smith    Enjoyed This Episode?  If this episode resonated with you, share it with a clinician, practice owner, or entrepreneur looking to build business credit, achieve bankability, and scale their practice with financial leverage.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 98: Less Than 1% of Business Owners Are Bankable. Are You? with Micah Smith

  3. Aug 28

    Episode 97: Perfect Is the New Problem with Dr. Scott Miller

    Why does true aesthetic mastery rely on anatomical restraint, individual proportion, and an uncompromising, patient-first philosophy? In this episode, Leslie Tracey sits down with Dr. Scott R. Miller, MD, FACS, owner and board-certified plastic surgeon at Miller Cosmetic Surgery in La Jolla, California, and author of Authentic Beauty: Defining a New Standard for Care and Results in Plastic Surgery. Fellowship-trained under the legendary Dr. Bruce F. Connell, Dr. Miller brings over 30 years of surgical expertise to discuss why he has spent his career avoiding fleeting trends in favor of long-term patient integrity and natural results. Dr. Miller breaks down the core philosophy that the patient is the hero, and the surgeon is the guide, explaining why knowing when not to operate is as critical as surgical execution. He details how to establish pre-consultation trust, why commodifying aesthetic procedures harms patient safety, and how subtle anatomical nuances—like hyoid bone position or orbital bone support—dictate optimal surgical and non-surgical outcomes. Together, Leslie and Dr. Miller cover the concept of “perfectly imperfect beauty,” how to build a highly sophisticated practice team that acts with one voice, and why true practice branding stems from internal core values—Quality, Integrity, Safety, Service, and being a great place to work—rather than vanity metrics or social media trends. 🎧 Listen on Spotify | Apple Podcasts | YouTube     🔗 Resources & Links  👤 Connect with Our Guest Scott R. Miller, MD, FACS  📸 Instagram: @millercosmeticsurgery  🌐 Practice Website: Miller Cosmetic Surgery  📚 Mentioned Literature: Authentic Beauty: Defining a New Standard for Care and Results in Plastic Surgery by Scott R. Miller, MD, FACS  Remember: “Show me your incentives, and I’ll show you your results. True branding isn’t about billboards or social media trends; it’s eye-to-eye connection, deep anatomical knowledge, and showing patients you care through every single action.” — Scott R. Miller, MD, FACS    Enjoyed This Episode?  If this episode resonated with you, share it with a clinician, injector, plastic surgeon, or practice owner committed to upholding high anatomical standards, individual facial harmony, and patient-first ethics.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 97: Perfect Is the New Problem with Dr. Scott Miller

  4. Aug 21

    Episode 96: You Did Not Hire the Wrong People. You Built the Wrong Systems.

    Why are so many busy, high-revenue aesthetic practices still struggling with profitability and high team turnover?  In this episode, Leslie Tracey sits down with Kara McClanahan, MBA, MHA, CMPE, CEO and Managing Partner of Aesthetic Practice Partners, COO of Genesis Lifestyle Medicine, and Founder of Elevate Esthetics Foundation. With over 30 years of experience spanning esthetics, practice administration, corporate medical device executive roles, and multi-site operations, Kara brings a 360- degree perspective few consultants can match to practice scaling and practice efficiency.  Kara breaks down why practice owners often misdiagnose operational issues, focusing on top-line revenue or client acquisition when the real culprit lies in compressed profit margins and flawed staffing infrastructure. She explains how to align brand identity with practice positioning, why culture must be woven directly into standard operating procedures rather than superficial perks, and how to simplify product offerings to eliminate retail confusion.  Together, Leslie and Kara cover the hiring and onboarding lifecycle, detailing how to write culture-centric job descriptions, why the first 90 days of employee training dictate long-term retention, and how practice leaders can cultivate future leaders from within while maintaining an active talent bench.  🎧 Listen on Spotify | Apple Podcasts | YouTube  🔗 Resources & Links  👤 Connect with Our Guest Kara McClanahan, MBA, MHA, CMPE  💼 LinkedIn: Kara McClanahan on LinkedIn  🌐 Practice & Consulting Website: Aesthetic Practice Partners | Genesis Lifestyle Medicine  📚 Mentioned Literature: Multipliers: How the Best Leaders Make Everyone Smarter by Liz Wiseman  Remember: “You have to be as cognizant of the experience your team has as you are of your patients. Employees who feel valued, supported, and properly trained are the ones who stay long-term.” — Kara McClanahan  Enjoyed This Episode?  If this episode resonated with you, share it with a clinician, practice manager, or aesthetic practice owner looking to optimize their operational systems, improve profit margins, and build high-retention teams.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 96: You Did Not Hire the Wrong People. You Built the Wrong Systems.

  5. Aug 14

    Episode 95: Your Nervous System Is Running Your Business with Chris Walker

    What if the stress, burnout, anxiety, and second-guessing you experience as a practice owner aren't just "part of the job," but actually symptoms of a nervous system capacity limit?In this episode, Leslie Tracey sits down with Chris Walker, Founder and CEO of Encoded and author of The Frequency Era. Chris shares his personal journey of scaling an eight-figure business to a $20 million+ exit, only to realize that financial success didn't automatically resolve internal stress, burnout, or anxiety. He breaks down how he shifted from running faster on the corporate "hamster wheel" to fundamentally retraining his autonomic nervous system—achieving top-tier biometric health, zero anxiety, and complete autonomy over his time.Chris introduces the concept of neuro-performance training, explaining how your autonomic nervous system serves as the operating system for your life and business. He walks through why conventional recovery tools (like vacations or foam rollers) fail to increase capacity long-term, how subconscious programming dictates identity, beliefs, and intentions, and why a leader's nervous system frequency directly impacts their entire team and organizational culture.Together, Leslie and Chris detail the five tiers of identity shifts and unpack Encoded's proprietary five-step Frequency Training Cycle—Map, Imprint, Anchor, Stabilize, and Expand—offering a structured, measurable blueprint for high-performing entrepreneurs to scale their output without sacrificing their well-being. 🎧 Listen on Spotify | Apple Podcasts | YouTube 🔗 Resources & Links 👤 Connect with Our Guest Chris Walker 💼 LinkedIn: Chris Walker on LinkedIn 🎙️ Podcast: We Are Encoded Podcast on Spotify 🌐 Website: https://encoded.ai/ 📚 Mentioned Book: The Frequency Era by Chris Walker Remember: "Nobody is broken. Nobody needs fixing or healing. There are just things inside of you that you haven't trained yet. Upgrade your nervous system frequency, and your life and business will follow." — Chris Walker If this episode resonated with you, share it with a clinician, practice owner, or entrepreneur looking to expand their nervous system capacity, break free from burnout cycles, and lead with emotional sovereignty. 🎙️ To connect with your host, Leslie Tracey (Founder, Diamond Hands Media | Author | GAIN Business Faculty): 📸 Instagram: @leslietracey__ Enjoyed This Episode?

    Episode 95: Your Nervous System Is Running Your Business with Chris Walker

  6. Aug 7

    Episode 94: The Business That Runs Without You Is the One You Actually Own

    What does it take to make the jump from a decade of executive leadership to founding a nationwide regenerative aesthetics brand built on transparency and provider trust?    In this episode, Leslie Tracey sits down with Nathan Connolly, Founder and CEO of INVO Aesthetics, a Philadelphia-based regenerative skincare and hair restoration company launched in December 2023. Nathan brings a professional basketball career and a decade of executive leadership to medical aesthetics, building INVO on a foundation of grit, coaching, and operational discipline.    He breaks down why INVO chose a strictly physician-dispensed model over direct-to-consumer shortcuts, how e-commerce discounting erodes provider trust, and why brand longevity starts with protecting practice margins. He also details the science behind INVO's flagship "skin minimalism" approach, combining growth factors, proteins, peptides, and exosomes into targeted, multi-benefit formulations that reduce step fatigue for both facial rejuvenation and hair restoration.    Together, Leslie and Nathan cover the mindset shift from executive to founder, the evidence-based case for exosomes amid industry noise, and why an open-ended return policy and transparent communication remain the most powerful tools for earning provider trust.    🎧 Listen on Spotify | Apple Podcasts | YouTube  🔗 Resources & Links  👤 Connect with Our Guest Nathan Connolly  💼 LinkedIn: Nathan Connolly on LinkedIn  🏢 INVO Aesthetics LinkedIn: INVO Aesthetics Company Page  📸 Instagram: @invoaesthetics  📘 Facebook: INVO Aesthetics on Facebook  🌐 Website: https://invoaesthetics.com/    Remember:   “People don’t rise to the occasion; they fall to their level of preparation. Bring effort, attitude, coachability, and accountability every single day, and success will follow.”   — Nathan Connolly    Enjoyed This Episode?  If this episode resonated with you, share it with a clinician, practice owner, or aesthetic entrepreneur looking to embrace skin minimalism, strengthen provider relationships, and lead with intentional accountability.    🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 94: The Business That Runs Without You Is the One You Actually Own

  7. Jul 31

    Episode 93: They're Not Buying the Procedure. They're Buying the Feeling with Amy Lynn Birkenstamm

    What does it truly take to build a decade-long aesthetic brand while balancing clinical innovation, international training, and a high-performing squad?  In this episode, Leslie Tracey sits down with Amy Lynn Birkenstamm, RN, CANS (popularly known as "The AMY"), ER-nurse-turned-aesthetic-pioneer, Founder of Glo Derma Aesthetics and Wellness, Creator of Baby Glow Threads, and Founder of Glow Academy. Returning to the podcast nearly five years after her first appearance, Amy reflects on celebrating ten years in business and breaks down the mindset required to navigate massive industry growth with resilience and grit.  Amy shares her personal story of stepping away from an 11-year ER trauma nursing career during a dark personal period, splurging on her very first Botox treatment, and discovering a profound human connection that ignited her entrepreneurial journey. She discusses how she used that spark to launch Glo Derma in 2016, scaling it from a solo concierge operation into a multi-faceted aesthetic powerhouse.  Together, Leslie and Amy dissect the true psychology of patient care—explaining how to move past surface-level physical requests to uncover what clients are seeking emotionally. They explore the clinical necessity of saying "no," the development of Amy's proprietary protocol, The Art of Reversal (using ECGL PRF to restore tissue after hyaluronidase dissolution), and the foundational steps practice owners must take to build robust operational infrastructure, prevent burnout, and cultivate an authentic, high-value network.    🎧 Listen on Spotify | Apple Podcasts | YouTube        🔗 Resources & Links  👤 Connect with Our Guest Amy Lynn Birkenstamm, RN, CANS  📸 Instagram: @amybirksrn  💼 LinkedIn: Amy Lynn Birkenstamm on LinkedIn  🌐  Website: https://gloderma.com    Enjoyed This Episode?  If this episode resonated with you, share it with a clinician, injector, or aesthetic practice leader looking to elevate their operational infrastructure, master patient psychology, and lead with authentic clinical authority.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey__

    Episode 93: They're Not Buying the Procedure. They're Buying the Feeling with Amy Lynn Birkenstamm

  8. Jul 24

    Episode 92: She Helped Launch Botox. Now She’s Coming for Menopause

    What happens when a veteran medical aesthetics executive goes through a personal health crisis in the middle of a multi-million dollar acquisition, only to pioneer the next major category in clinical wellness?  In this episode, Leslie Tracey sits down with Amber Edwards, Founder and CEO of EncorVita Health. With over 25 years of senior executive leadership across iconic brands including Allergan, Galderma, Alastin Skincare, Sinclair, and MiraDry, Amber brings unmatched commercial clarity to one of the largest untapped frontiers in aesthetics: evidence-based menopause and perimenopause care.  Amber shares her personal story of navigating debilitating menopausal symptoms at the height of her corporate career and explains how that experience sparked the creation of EncorVita Health—a company built to bridge the gap between aesthetics, hormones, and longevity. She breaks down why the traditional medical system consistently dismisses perimenopausal women and how aesthetic practices are uniquely positioned to become the primary “well-woman” hubs of the future.  Together, Leslie and Amber cover the operational blueprint for integrating women’s health into an aesthetic practice—moving beyond direct-to-consumer noise to deliver rigorous clinician education, customized patient care packages, standardized compound formularies, and seamless EMR integration without sacrificing clinical integrity.    🎧 Listen on Spotify | Apple Podcasts | YouTube     🔗 Resources & Links  👤 Connect with Our Guest Amber Edwards  💼 LinkedIn: Amber Edwards on LinkedIn   🌐 Website: https://encorvita.com/   Remember: "You can have life all over again and even better. Start, build confidence and competence, and go full speed ahead on what is right for the patient." — Amber Edwards    Enjoyed This Episode?  If this episode resonated with you, share it with a practice owner, medical director, or clinician looking to expand their clinical offerings, elevate patient longevity, and master the future of women's health in aesthetics.  🎙️ To connect with your host, Leslie Tracey  (Founder, Diamond Hands Media | Author | GAIN Business Faculty):  📸 Instagram: @leslietracey_

    Episode 92: She Helped Launch Botox. Now She’s Coming for Menopause
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Conversations with the founders, executives, and operators shaping the future of medical aesthetics. Hosted by Leslie Tracey, executive brand advisor, founder of Diamond Hands Media and author of Be Intentional or Be Irrelevant.

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