Phorest FM Episode 331: Raquel Merlini on Building a Broader System of Care & World of Integrity in Aesthetics

Episode Transcript

Raquel Merlini on Building a Broader System of Care World of Integrity in Aesthetics

Raquel Merlini: [00:00:00] I think that we’re seeing a lot of mental health, a lot of body dysmorphia out there. And again, to circle back to that realistic expectation, you know, I want you to have a realistic expectation that, you know, don’t bring in a picture of yourself from 20 years ago and say, “I wanna look like this,” because you’re not, and you’re gonna set yourself up for failure and disappointment.

And why would you? You know, we… I don’t wanna look like I did at 25. I hope I look better than I did at 25, you know? So, and some of the lines and wrinkles we’ve earned. So, you know, be proud of that. And I never… A, a really big goal for me is I don’t want them to feel stuck. Like, we’re partners in this journey.

Um, you’re not just a patient. I, you know, I’m the provider, but I’m not just the provider. We’re collaborating together to go back to that relationship of this is a collaboration. You know, you’re bringing ideas to me, I’m giving ideas to you, so it should be a think tank, right? A think tank of what it is that you want to achieve.

PhorestFM Intro Music/Theme: We have an obligation to the industry we serve, that we serve it in the [00:01:00] right manner. Being a business owner ain’t for the weak. The expectations are just different. It’s always a wait. When you’re born into something this special, you can’t help but fight for it. 

Alex Bélisle-Springer: Cead mile failte. 100,000 welcomes to the PhorestFM podcast, brought to you by Phorest Software.

I’m your resident host, Alex Billows Springer, and joining me on the show today is Raquel Merlini, registered nurse, licensed esthetician, certified aesthetics nurse specialist, and the proud owner of Our Skin Aesthetics in Michigan. Ask anyone operating in the sector. Over the past decade, aesthetic medicine has been growing, and it’s been growing fast.

The landscape has been changing, too. In 2025, consultant firm BCG examined the next generation of beauty consumers through a comprehensive survey of US teens and their families. This year, in partnership with Women’s Wear Daily, WWD, they have now presented the second edition of its beauty consumer study, focusing on the way the industry’s boundaries are [00:02:00] expanding beyond traditional categories, redefining the shape of the beauty landscape.

Based on a survey of approximately five thousand US adults, this report, which we have linked in the show notes, explores how consumers are shifting their engagement with beauty beyond traditional categories like skincare, haircare, and makeup, and into aesthetic procedures, performance, and longevity.

Parallel to this, there have been calls from the industry for tighter regulation, greater transparency, and stronger safety standards. And the increasing consumer desire for both corrective and enhancement procedures has fueled a corresponding rise in discussions regarding ethical considerations. Ethics is a theme in this episode, and one of the things we talk about is what care toward patients looks like when filtered and/or AI-generated images and hyper-visible beauty standards shape what people think they need or want.

One of the reasons I’ve been genuinely excited to expand this season’s conversation to include voices from the medi-aesthetic med [00:03:00] spa industry is that a common thread connecting most, if not nearly all, past episodes of the podcast is how skills and qualifications are only one part of the equation.

The relational skills, the ones that grow trust, deepen connection, and keep clients coming back, being the other key part. For Raquel Merlini, seasoned registered nurse and certified aesthetic nurse specialist with over fourteen years of experience, this holds just as true in her practice. As the founder and owner of Our Skin Aesthetics, she leads with integrity and compassion, specializing in Botox, fillers, laser resurfacing, and skincare, and building a space where patients can thrive and know their concerns come first.

She’s also a fierce advocate for women beyond the treatment room. In our conversation, we talk about how her life before her aesthetic medicine career, which trust me, covers a lot of ground, shaped the way she shows up for her patients today. We get into what a responsible trust-building consultation actually looks like and her [00:04:00] philosophy behind it.

We talk about holding a patient’s vulnerability with care rather than capitalizing on it. And perhaps more subtly, we talk about the importance of community, a through line for a career that lasts. I am beyond excited for you to dive in because I thoroughly enjoyed this conversation with Raquel. But before I leave you to it, given the fact that this is in effect the first aesthetics-focused conversation we feature on the show, I would love to hear about how it lands.

Please consider leaving a comment on or about the episode either via Spotify or social media, or even better yet, help the show grow beyond its current reach so we can shape what’s next together and leave a rating and review on Apple Podcasts. We’re currently at a hundred and ten ratings and just short of fifty reviews, and the goal this year is to reach three hundred and fifty reviews.

Ambitious, but it would provide us with incredible insights for how we go about next year’s season. You can find the link in the show notes for that too. On that note, thank you and [00:05:00] enjoy. Raquel, thank you so much for joining me on Phorest FM. It’s an absolute pleasure to have you on. 

Raquel Merlini: Thank you so much for having me. I appreciate it. I’m super excited about this episode. 

Alex Bélisle-Springer: Me too. Me too. Uh, I mean, we, we had a lot to talk about in our recent call, and, um, one of the things I figured, like, we could start with just to give a little bit of context because, you know, you’re in the aesthetics world now, but you actually self-describe to someone who had multiple lives, um, which I thought was really fun.

Um, you are a seasoned registered nurse. You’re a certified aesthetic nurse specialist. You are also a former competitive IFBB pro bodybuilder, ISSA certified personal trainer, triathlete, equestrian. I mean, what’s the thread connecting all of those lives for you? I’m so curious. 

Raquel Merlini: It’s, it’s funny because as I’ve been, um, had the opportunity to, uh, be a guest on some recent [00:06:00] podcasts, either patients or even, um, my peers will be like, “I had no idea that you did that.”

Like, okay, well, first of all, I’m old, so I’m older. Um, so I had the opportunity for decades to have some life experience. Uh, so yeah, I, you know, I guess, like, the common thread that would connect all of those, uh, lives that I have lived, um, has been just my deep fascination with, um, the human body, what we can push ourselves to achieve- Mm-hmm

uh, how it adapts, how it heals, how it performs, how it can be optimized. Uh, you know, my nursing chapter was a little bit later in life, um, after my other former lives, and while I was doing my nursing career, I also was, uh, focused on fitness and competition, uh, as well as aesthetic medicine. [00:07:00]So, you know, again, I think that it ties in, you know, performance, resilience, uh, science-based transformation, which I see both in the aesthetic treatment room as well as, uh, with the competitions that I have achieved over my lifetime.

So, um, they don’t always feel like separate lives, but then- … I look back and think, “Oh my goodness, how did I do some of the things that I did?” Mm-hmm. Because there’s days I don’t even have that kind of energy, um, now. You, you pack so much into, uh, that short little paper bag. But, um, yeah, so I guess to, to answer, I mean, the connecting thread is, um, competition evolving.

You know, um, when I hear people… I, I recently went to, uh- uh, a high school luncheon, and I’m looking around and, and some people have evolved and, and others haven’t, and I really don’t want anyone to ever look at me and say, [00:08:00] “Oh, you know, you look the same,” or, “You’ve done this. You- you’re pretty much the same as you were in high school.”

I don’t, I don’t wanna be that way. I’m always striving to improve in some way, shape, or form. I, I think it adds to our longevity also- Mm … for both mental health and resilience as well as, uh, the physical. 

Alex Bélisle-Springer: Yeah, yeah. I’m- I’m curious, do you ever miss the competition aspects of all the things that you were doing?

Like, I mean, it’s all very, like… It gives you a certain type of dopamine that I wonder- Yeah … Do you get that in the nursing part of your career now? 

Raquel Merlini: Yeah. Gosh, that’s an interesting question. Um, I’m often asked if I’d ever compete again. You know, I started competing when I was 40, so, you know, I sit now at, um, 53.

You don’t look at it. So, you know, I mean, I don’t know if I wanna walk across the stage in a bikini anymore. Do I think that I could get there? I- one thing I know about myself is if I put my mind to it- Mm … [00:09:00] I definitely can achieve it. But I spent almost a decade on that, and- and the last time I competed was in 2019, and I did, um, six pro shows- Wow

that particular year, so that was pretty rigorous. Uh, you know, I often talk with my best friend. We’ve been best friends since we were 13, and we did our first triathlon together. And, you know, we talk about maybe doing a triathlon again. Um, I particularly don’t wanna run, so if anybody’s ever- … thinking of prompting me, um, I’m just gonna give you all my stuff ’cause I don’t wanna run anywhere.

So- Um, I love my- my equestrian days, um, with being a hunter-jumper, and there’s nothing like flying over that fence, uh, on an animal and being a partner, um, with, uh, an equine. I mean, they’re just majestic creatures. Yeah. Uh, in recent years, for my dopamine, uh, I do have a, uh, Harley Davidson that I [00:10:00]ride myself.

I will join my boyfriend sometimes on the back of his bike, but, um, I do get a little bit of my dopamine fix with riding my Harley around on the weekends. 

Alex Bélisle-Springer: Oh my God, you beat me to the question. I- I- … kinda saw… ‘Cause I was going through your website, and I was like, “Wait, that is such a cool thing,” and it feels- It is

So you know, the aesthetics industry is quite openly about image and, and having this polished… And, like, Har- specifically Harley I feel like is such an almost counterculture brand. Yeah. You know? 

Raquel Merlini: I know. It’s, it’s, um… Well, the other counterculture too is, um, I’m the proud mom of an English bulldog. So people are like, “How did you get such an ugly, wrinkled breed of a dog?”

Like, why don’t you have some King Charles Cavalier or something sitting on a, on a pillow bedside? But, um, she’s snoring in the background right now too. I, I brought her. This is my day off, so Um, she’s here with me. [00:11:00] But yeah, so you know, on the weekends I’m literally no makeup, a durag and jeans, and I’m sure when my patients see me, like, riding around in my chaps and everything, it, it definitely kind of an alter ego.

But that’s kinda what I like. You know, I’m, I’m, uh… Uh, what I think’s really important is to have, um, adaptability and flexibility so I can put on a ballgown and go to a black tie event after maybe riding on my motorcycle and being dirty all day long. So you know, it’s kinda nice to get out of that bougie, you know, imagine that, that the aesthetics industry…

You know, everybody’s posting images in front of a plane and these fancy cars and, you know, all of this. And you know, I just wanna go out to a farm and ride a horse and- … of course, like, drive a tractor. Amazing. 

Alex Bélisle-Springer: The versatility, I, I admire it. It’s so cool. So, so cool. [00:12:00]

Raquel Merlini: Part, part hillbilly over here. That’s, that’s me.

Alex Bélisle-Springer: D- does your alter ego have a name? Is it still Raquel? Um, 

Raquel Merlini: Well, so, um, my nickname is Rocky. Um, I got it when I was about two years old from an uncle. I, I, uh… And it had nothing to do… The movie Rocky wasn’t even out. I was born in ’72. So he would just call me Rock or Rocky. So I, I still have a handful of close friends, um, that call me Rock or…

A- and so yeah, so I guess, you know- Yeah … Rocky’s- … Rocky’s riding around. Oh my God. I kind of wanna put a pin-up girl with a syringe on, on my motorcycle. 

Alex Bélisle-Springer: So I, I m- I mean, I know you and I chatted about this previously, but I guess to help bridge, like, listeners into the next segment of, of this outline for this conversation, what was it about aesthetic medicine specifically that made you wanna build something of your [00:13:00] own in it?

Was it, like, a moment? Was it just a perfect storm of circumstances? 

Raquel Merlini: Uh, y- 

Alex Bélisle-Springer: you 

Raquel Merlini: I’ve always kind of been in the industry. Um, you know, I, uh, my- I grew up in a salon. My aunt, who was, like, my mentor and, um, my second mom was a hairdresser. So, you know, I was playing in the makeup, uh, and getting my hair styled, um, from a very young age.

So, uh, that definitely had the passion. Uh, then in- Mm … when I graduated from high school, I took a little part-time job with Clinique, so that kinda gave me my foundation of recognizing the importance of good skincare at an early age. Mm. Uh, I was also, um, in the modeling industry. Um, I did several, uh, um, runway shows locally for department stores.

I was Model of the Year in 1992. Uh- Oh my gosh, congrats. And I was… [00:14:00] Um, thank you. Yeah. It was, like, forever ago. I forget about it- … quite, quite frequently. Um, and then I was a product specialist. Um, Detroit’s a big automotive, uh, area, so that’s what drives our industry. So- Mm … I became a spokesperson for, um, Isuzu at the time in, in the ’90s, and did a lot of that.

So I’ve always been driven towards fashion and, uh, skin, and the aesthetics industry before it was even popular. Right. Uh, it, it… I guess the spark, really what drove me, was, um, the crash of 2008, uh, really affected Detroit hard. I did not have a formal education. I was a stay-at-home mom at that, uh, point, but I would assist my ex-husband.

Um, I had an interior design company and worked, uh, side by side with him in our building company. Uh, then with the crash of everything, we [00:15:00]relocated to Charlotte, North Carolina, and when down there I had joined a Bible study, and the girls were like, um… You know, I was kinda lost, didn’t know what I was gonna do, didn’t have friends down there, um, and was starting to also think…

Like, my kids at that point were 12 and 10, and I was like, “What am I gonna do when I’m an empty nester?” So someone had suggested, and, and I didn’t even know it existed at the time, um, ’cause I didn’t wanna go to cosmetology school, which touched- Mm … on skin, um, that there was an aesthetics school. So I dove in and applied there, and became an aesthetician.

And then we ended up back in Michigan, and I knew kind of, um… I, I didn’t wanna just be at a spa. I knew I was really driven towards, uh, medical treatments- Right … with plastic surgery and dermatology, and, uh, more skincare as opposed to just, um, waxing and [00:16:00] facials. And I ended up working for the chief of plastic surgery at a very prominent hospital here- And, um, he found out I was going to school, so I was taking some college courses at that point too, and just dabbling with psychology, which kind of ties into the treatment room also.

And he was like, um, “You know, if you went to nursing school, I, I think being an esthetician and a nurse, I would teach you everything that I know.” Yeah. And I was like, hmm, nursing school at 38? Ugh, I don’t know. But- Yeah … at that point, I was getting ready to go through a divorce, and I was thinking nursing school would give me, um, a lot more opportunities, generally speaking.

Hmm. So I applied to nursing school, and I started that, and I was, uh, at that company for 13 years. Wow. And my physician was getting ready to retire, and so I guess that would be the spark. I knew I could either join someone else’s practice that I aligned with [00:17:00] or, um, the beautiful thing is I had a coworker who was a physician, and she had also, um, uh…

Uh, she was Miss, um… I’m gonna say this incorrectly, and, and Dr. Cruz, if you’re listening, I do apologize. Um, she was Miss Iowa. And, uh, so she came from a beauty pageant background, and she ended up being our medical director here, and, uh, we opened up, um, Our Skin. So my spark was I became the founder of Our Skin, and culturally- Hmm

um, built my own, uh, my own team. So- Hmm … I guess that would be, um, that would be the spark. 

Alex Bélisle-Springer: I love it. What a whirlwind of a story too, like, across different states and everything, across different fields all together as well. Um, and it takes a lot to go back to, to school. No matter what age, I feel like once you, like, exit the school system, whatever, wherever that is, and you’ve had, like, a chunk of years of [00:18:00] working experience, going back to school is just, it’s a huge undertaking.

So kudos to you. 

Raquel Merlini: Well, especially nowadays, it’s just, you know, when you can do so much online. Yeah. You know, um, that accessibility for that. And what I’ve found is n- now that of course I, I’ve passed my boards, and I don’t have to do all of that anymore, if I really do love, um- I love learning and there’s so many studies on it too.

You know, I, I encourage everybody, it’s not too late if you wanna make a career change. I, I had an amazing patient who was a psychologist, and at the age of 62 she wanted to be a lawyer, and people were like, “You’re nuts.” And she ended up… I was like, “You’re nuts too.” I mean, it’s one thing to go and learn, but then to have to sit for a whole nother, um, set of boards.

But she became an attorney, and now she’s 70 and she’s been practicing for five years, and she loves it. Mm. So, um, you know, uh, I think that, [00:19:00] uh, learning is, is also good for our mental health too, right? Prevents Alzheimer’s and Parkinson’s and all of those other things- Yes … by connecting those neurons. The studies are incredible.

Alex Bélisle-Springer: knowledge is key. Yeah. And it’s freedom. Yeah. Truly, yeah. I agree. And, and I love the, I love the, the nod to, to mental health because I think that it shows also in how you’ve set up Our Skin and, and the things that you stand for and the values that come, um, with it as well. Um, so I, I mean, at some point you mentioned like the treatment room, and that’s kind of like where we’re going anyways because, um, I, I wanted to, I wanted for us to like have a moment to talk about like what does that look like, you know, to go in for a first appointment?

What does a good consultation look like? Because I think through your background, through your, your very specific experiences, I think you probably bring a lens that is quite unique, um, to this journey for your patients. So yeah, when we think [00:20:00] of building a world of integrity, which is something that you, you talk about in terms of the values of Our Skin, um, like, I’m, I’m wondering like what does that look like concretely?

So maybe we start with what kind of information you try to gather before a patient’s even first appointment? 

Raquel Merlini: Yes. So, uh, with our electronic system, before the pa- before the patient even steps in, uh, the door at Our Skin, we send over all of their forms, so their medical and health history, because I think that that’s really important.

Again, you know, um, coming from a plastics background and doing things, uh, kind of more with a hospital status- Mm … and true, um, medical treatment, I really brought that over. We’re, we’re not a salon suite. Um, everything I do, you know, is definitely done with intention as well as keeping the fact that aesthetics is medicine.

And, and that’s kind of been my real focus [00:21:00] this year is that, um, you know, i- in a world with social media and people making it look like it’s so easy- Mm-hmm … on Instagram, and, you know, you can get lip filler anywhere, you know A- again, it’s, it’s, it is medicine, and you have to do it with safe practice. So before our patients even step through the door, they’ve got their medical and health history.

We wanna know current medications, allergies, your past procedures, chronic conditions, um, pregnancy status, if you’re trying to get pregnant, um, if you recently even delivered. Mm. You know, a baby, that’s important too, especially if you’re nursing. Um, you know, uh, any history of complications with injectables or fillers in the past, any autoimmune disorders, because especially with your bio-stimulators, you know, we have to cause, um, that inflammatory process, so I think that that’s really important.

So they get those forms, and if they’re, um, really diligent, hopefully they’re filled [00:22:00] out- … before they come into the office, because then we can maximize your time. I have medical assistants. So ding, ding, ding, anybody listening to that, um, I have a medical assistant that brings you back and does all of those forms, and if they’re done prior to the visit, then you just get more time with me so that I can really focus on what our goal is.

Yeah. And we’ll set up an appointment that we can just do a consult, um, to put together a plan, or we can do a consult with the ability to treat that day. Okay. Yeah. So, you know, again, we, um, I don’t want people to feel that they have to come in and, and be pressured, because I feel that you’re, you’re interviewing me.

You’re not just coming in for treatment- Right … but you’re interviewing me to see what my philosophy is. If we’re going to, because in my opinion, it’s a relationship. Mm-hmm. So it’s like we’re dating. You’re gonna come in, we’re gonna have that cup of coffee, we’re gonna have the discussion of what it is that you are looking for.

Is it a realistic expectation as well? Get to know one another, and, you know, see if, if we [00:23:00] gel, and if we wanna move forward with our relationship. So I don’t like my patients to feel stressed that they have to have treatment that day. Yeah. And the knowledge that I’m giving them, they can take away, and I encourage you, do your research.

So either do… You know, most people are pretty knowledgeable these days- Mm-hmm … um, due to Google and, and everything being at their fingertips. But I want you to come in and have some knowledge. Um, and if you don’t- That’s okay, because you only know what you know, so we don’t shame here. Um, we wanna educate.

And I think, again, the big thing with medicine is, you know, you assess, you educate the patient, um, and you put together that treatment plan. So, uh, you know, goals, motivation, what brings you in, what specific concerns do you have? Do you wanna look natural? Which I hope that you do. Um, you know, let’s do a confidence boost.

Um, what maintenance is gonna look like after the treatment also. Mm. You know, we don’t want you just to come in, cash out, and we’re like, “Bye, [00:24:00] see you.” Um, you know, we wanna put it together… You’re just as important after you leave as you are on that treatment day when- Right … it’s a transaction, right? Because again, you know, if you go to your doctor and you get a test, you know, they want you to come back for a follow-up.

We wanna follow up. We wanna see. If it’s a complicated procedure, my medical assistant will call you the next day so that we can make sure that, um, you know, you are being, uh… E- everything went the way that it should go, right? Yeah. That there’s no complications or problems. And, and, you know, maybe even you’re like, “Is this normal that this is happening?” So, um, you know, or we give them the option, too, that they can call. But typically… And, and we want you to call anyways if you have a question. Mm-hmm. No, no question’s a dumb question. But if it’s a m- m- more complicated, um, you know, procedure, I definitely have my medical assistant call the next day.

Um, life factors, too, at, at that appointment, like [00:25:00] how much sun exposure do you have? Are you knowledgeable about, um, you know, protecting your skin? Even… I live in Detroit, Michigan, so you know, I mean, even though we don’t have sunshine all year r- round, it’s still important to make sure that you’re protected because we’ve got the UVA rays- Yeah

and, and the UVB that, you know, we’re working underneath, too, in our offices. So, um, that’s important. Alcohol, stress levels, smoking, you know, those are all factors. Um, even, believe it or not, vaccines. Mm. So you know, i- i- when you are having a vaccine, your body is trying to produce an immunity to it. Yeah. So my rule, and not everybody, you know, believes in it or follows it, but my rule is I won’t see my patients for a couple of weeks, um, before for injectables as well as after.

Because if you’re having that immune response, I don’t want you to have, uh, an additional response from the [00:26:00] product. Yeah. Or build up a resistance to it either. Mm. Uh, so that’s important. Previous treatments are, you know, how, how have you healed before? What have you had? Um, do you have an expectation, you know, uh, i- And how did you feel about the outcome?

Because I think that we’re seeing a lot of mental health, a lot of body dysmorphia- Mm-hmm, mm-hmm … out there. And again, to circle back to that realistic expectation, you know, I want you to have a realistic expectation that, you know, um, don’t bring in a picture of yourself from 20 years ago and say, “I wanna look like this,” because you’re not, and you’re gonna set yourself up for failure and disappointment.

And why would you? You know, we… I don’t wanna look like I did at 25. I hope I look better than I did at 25, you know? Yeah. So, and some of the lines and wrinkles we’ve earned. So, you know, be proud of that. And then, um, uh, it’s really important, and anybody who’s a provider listening out there, to take photos.

Photos, photos, photos. [00:27:00] Um, you know, sometimes my patients get annoyed, like, “Why do I have to take photos?” You know, “I was just here three months ago.” Well, you know what? Maybe you gain weight? You know, did you have an acne breakout? Maybe you’ve got some residual scars. Mm. You know, maybe you’ve lost weight.

You’re on a GLP-1. You know, maybe you’re stressed out. So weight loss, weight gain, all factors in. So we are, like, super, like- Super thorough … photo Yeah … super focused here. Um, and then our overall vibe. Like, I wanna understand the person you are. What is your lifestyle? You know, um, if I put together too complicated of a treatment plan, y- maybe you’re not gonna adhere to it.

The other thing too is, you know, events. You know, I like to put together a timeline. So- Mm … if you’ve got your son or daughter getting married in three months, or if you’re getting married yourself, and we have a year to plan, let’s put together all of that, uh, before, you know, before we get behind the eight-ball.

So my belief is that prior planning prevents poor [00:28:00] performance, and let’s just be focused on that. So- Mm … that’s the appointment- It’s huge … before, during, 

Alex Bélisle-Springer: and – Yeah … 

Raquel Merlini: afterwards. 

Alex Bélisle-Springer: But it’s, it’s so important. And, like, there’s, there’s a few things, definitely there’s a few keywords that really stand out to me, like, in terms of education, relationship nurturing, like that connection with the patient, and, and even just, like, assessing if there is a vibe, you know?

But I, I guess, like, you mentioned philosophy at some point in there, and I wonder, like, if you were to, I guess, summarize your philosophy in a few words, what would stand out for you? Like, how would you describe that? 

Raquel Merlini: Uh, you know, my philosophy is, um- Everybody is important. You know, I don’t care if you’re only here for the $90 chemical peel and, and dermaplane, or if you’re here for the full face rejuvenation of $3,500 or, or plus, right?

[00:29:00] Mm-hmm. Mm-hmm. Um, I just wanna make sure that we achieve your goal, and we build that relationship. The relationship is so important to me. You know, I, I, uh, my medical assistants, my front desk, uh, my patient coordinator, uh, is amazing. My, um, uh, skin specialists here are very knowledgeable, and we try to remember a key point about every single patient, you know, when they come in, whether it’s their children’s names, you know, what special event they had.

But the philosophy is really, uh, it’s an Our Skin family, not just for us as employees, but when you step through that door, you become a part of our family, and, and we actually, we, we do care. 

Alex Bélisle-Springer: Mm. And that’s so important. I think it goes… Y- you know, it really shows when, when people offer services, treatment plans, whatever it is, like, with care.

When intention [00:30:00] and care is present, it really, really shows in, um, in the results, in the relationships, in, you know, retention also. 

Raquel Merlini: Yeah. 

Alex Bélisle-Springer: Yes. Yeah. I, I guess, like, one of the things… And, I’m gonna bring it back to the bodybuilding just for a quick second. Yeah. Because you mentioned body dysmorphia, and I think that’s something that’s quite prevalent in the fitness world, amplified by social media and comparisons, sure.

But, you know, it’s something I’ve seen firsthand. I’ve experienced it myself too. Um, now I’ve never competed myself, but, you know, you have, and since you clearly know just how much d- judges, like, basically dissect every inch of you on stage, and there’s a huge, huge amount of prep work that goes into a bodybuilding competition, uh, you know, you’re, you’re, you’re scrutinizing yourself too throughout that, that whole process.

So I wonder, has that background shaped even a little bit or informed how you approach aesthetic enhancements [00:31:00] now? Like, what procedures you agree to or turn away, the advice that you give during consultations, and maybe even your ability to spot patients who might be showing signs of body dysmorphia.

Raquel Merlini: Yeah. You know, um, I think… I mean, I remember I could, like, pinch skin that, you know… I look back at photos, and I’m like, “Oh, my goodness, I look like an anatomy poster,” and why wasn’t I- Even happy that, you know, we, as, as you’re dieting down and you’re losing that weight and your body is, you know, shrinking and shrinking- Mm-hmm

and literally, um, you could eat something and something just as minuscule, uh, could really alter your physique, whether you held on to water or, um, were bloated or didn’t have enough water, even the impact of salt, you know- Yeah … we’re, we’re very negative on salt and, um, y- it’s a mineral, you actually do need it.

So I [00:32:00] do think that, um, I have found that I’m probably a lot more kinder, uh, to myself where I’m, I’m at right now, and I try to, uh, convey that to my patients that they need to be kinder to their person as well. Because I think, um, especially with social media, you’re seeing all this stuff is not real, you know?

Um- Yeah … they’re looking at filtered photos and lighting and, um, I know when I would compete, there was a couple of, um, IFBB pros that I followed and competed against that I really appreciated where they would be like, “Okay, if I stand up straight and suck my stomach in, you know, with a vacuum, look at what I’ve got,” and then I exhale, and all of a sudden you look like you’re three months pregnant.

So, you know, a lot of things can be altered, um, to make you [00:33:00] appear a different way. So, you know, when people come in and they’re like, “Well, you know…” Like, I had this beautiful girl and she came in and she’s like, “You know, I want this snatched jawline,” and, um, she was an attorney and she was just gorgeous and brilliant.

And I said, “Okay,” but I could just tell something was like, like just kind of off and I said, “Okay, well tell me, when you say a snatched jawline, like what do you think that this is gonna bring to your life?” Because, you know, a, a, a lot of people don’t understand when you’re doing a jawline, it’s not one syringe.

You know- Yeah … you’ve gotta do one back here, another one here, another one here. You’re at four or five syringes at times $800, or if you do it by packages, you know, you’re looking at 3,500 or $4,000 for this snatched jawline. And she was a young girl, maybe 29, 30, and she just looked like she was gonna cry.

And I stopped her when she was explaining and I just put my hand on her, um, knee, and I’m like, “Okay, what’s really going on?” And she’s like, “You know, I’m going on these dates [00:34:00] and, you know, I just, um, I, I, I’m not getting any return on these dates where I’m connecting with anybody and I think if I look like, you know, the girls on social media with the snatched jawline, that maybe I would just have a little bit more luck.”

Mm. And I was like, “Oh God. Okay, I gotta be a mom. I can’t be a nurse right now.” Mm-hmm. And I said, “Okay, let me just tell you what right now.” There is no guy sitting across from you who’s like, “Oh, she’s got a snatched jawline. I think I want to procreate with her.” And then they’re gonna be disappointed because that’s not the jawline that they are. Your children might not be born with that jawline, right?

So, um, you know, I was like, “Okay.” I said, “Here’s the deal. I’m not gonna treat you today.” And she was like, “What?” I said, “I’m not gonna treat you today.” I said, “I really want you to think about this. I think that there’s a little bit more going on.” Mm. Um, and I think what I would rather see you do is take that $4,000 and pay off your student loans, okay, ’cause you’re an attorney, [00:35:00] or do a vacation, or get a really good therapist.

I go, “But I’m here for you whenever you wanna come back, um, no problem, but I, I… today I just don’t feel comfortable treating you either.” Now, I could have taken advantage of her vulnerability, for sure. Yeah. Would’ve been a really nice ticket day. Um, but she hugged me, she was crying, she left, and she ultimately did return about a year later, um, and we just did some, some tox along her jawline, and that slimmed it, and she was in a much, much better place.

And she thanked me, too, because- Mm … she did some of the things that I had recommended, and she was in a far better place. So I, I don’t know. I digress. You asked about body dysmorphia. I think it’s out there. Yeah. It’s definitely prevalent. Um, I think it’s affecting people’s mental health, and, um, you know, it…unfortunately, it’s also what drives my industry- Mm-hmm … too, is that people do wanna look and feel better. [00:36:00] Um, but I guess where I’m at in my career, I’m focusing more on, um, longevity, rejuvenation, and enhancing what you naturally, what, what God gave you naturally so that, um, you just feel refreshed and like you returned from a vacation as opposed to, um, you know, a, a, an edited photoshopped photo of yourself.

Alex Bélisle-Springer: Yeah. Uh, that makes sense, and, like, I don’t think you digressed at all, actually. I guess what’s, what’s… what was coming up for me as we were talking is obviously I know the answer to this will be a take that’s personal to you, but do you think the aesthetics industry has a responsibility to its patients, and to perhaps even more so the women it serves because of the beauty standards women are expected to uphold?

And what does that look like to you when it’s lived up to? 

Raquel Merlini: Yeah. I definitely do believe that we have a responsibility. Um- To our patients, to ourselves, [00:37:00] uh, you know, I wanna sleep at night. Mm. So I’m not out here looking to do a sales pitch. It’s a conversation with my patients. Um, you know, I wanna build that trust, you know, with them.

They… I do believe that patients need to feel heard, right, and understood, and I think that that is an important part of us providing, uh, care for those patients. Because when you’re listening… So, you know, I build time into my consultation for me to walk into the room, sit down on the chair, um, s- get eye level with them, I don’t wanna be standing above them, and, um, really grasp what’s going on because the, I’m an empath, I can feel- Mm

a lot of things. I can feel that energy. And y- this week I’ve, I’ve had a lot of patients who have been weepy. Um, a lot of people have passed away and, you know, that’s just kind of been, um, this week’s [00:38:00] theme. And, you know, I wanna relate with those patients, empathize and, you know, build upon that. You know, uh, so I think being honest with the patients of what’s even possible, right?

Yeah. Because, um, if, again, i- i- not to be redundant, but if they don’t have that realistic expectation, um, it’s not gonna be a good relationship for them and, and they’re gonna be disappointed with the outcome, and it’s also gonna reflect upon me. But more importantly, at the end of the day, I think that the patient should be the focus, that care that we’re providing.

And, you know, I wish that more injectors would say no. Uh, you know, we all see those patients walking around, um, or people walking around who look like Maleficent, you know, and, and have the overdone lips, the overdone, uh, cheeks. So I don’t know. I mean, I definitely think it is important to, um, uh, [00:39:00] be a responsible provider.

Mm. 

Alex Bélisle-Springer: Tapping into this, this responsibility theme, I know you have, and I know this is like digressing a little bit from like the consult piece and stuff, but I think it’s really, um, a beautiful segue to talk about this. You have a foundation and scholarship for, for single mothers and, and women overcoming personal challenges.

Do you wanna talk a bit about that? Yeah. 

Raquel Merlini: I’m, uh, really passionate about that. I, I, um, started it with… It’s called the, um… And it’s live, so anybody that wants to go to it and put in a donation, um, is always, uh, appreciated. Um, it’s called the, uh, Raquel Marlini Pay It Forward Foundation, and it’s for, um- Single moms, preferably those, um, who are, uh, uh, a little bit older, uh, who are faced with either going through a divorce or, um, maybe never [00:40:00] even were married but, uh, find themselves in a difficult situation.

Um, again, I, I didn’t have an education, and I think when you have an education, uh, it gives you the opportunity to make different choices. Mm. There’s freedom with that, and you don’t have to feel stuck in a relationship because you’re afraid that you can’t support yourself or take care of yourself or your children on your own.

So that’s why it’s specifically targeted to single moms who are raising children and finding themself in a, uh, different set of circumstances. So I, I want them to be able to go and get that education, uh, and, uh, be able to have those opportunities. So that is something that I feel really strongly about, empowering.

Mm. You know, I think if everybody in this world, you know, reached back and grabbed [00:41:00] one and pulled them forward as opposed to trying to step on one another, you know, um, uh, it empowers. So, and, and I’m a big advocate for women. I think that we’re not always, um, nice to one another, and we’re not always supportive of one another, and I think, um, you know, I would choose community over competition any day of the week and especially being a competitor.

Mm. You know, it’s funny, I’ve been in, um, uh, the modeling world as well as, um, the, uh, competitive bodybuilding world, and some of my really, um, pivotal relationships was what I found during competing. I mean, you would think that, you know, you’re standing backstage and, you know, everybody looks good.

Everybody’s on point. Everybody’s ripped. They’re shredded. You know, they’ve got these fabulous bathing suits and, you know, they’re on point, and you would think like, “Oh my gosh, I’ve [00:42:00] gotta go on stage and compete.” And sometimes I had to compete against my very dear friends- Mm … also, and there was never one moment that I was jealous or envious of anybody because if, first of all, if you put in the work, and it’s subjective, right?

Yeah. I’m a blonde. Maybe the judge is like a brunette, you know? Um, maybe they are more of an upper body, shoulders, and lat, uh, judge, and someone else is a glute, you know, judge. So, um, I, I, I just think that, um, community is empowering and strengthening. So anyways, my, my foundation is for, um, empowering education for, uh, struggling women.

Alex Bélisle-Springer: I applaud your dedication to giving women support through the struggle, the opportunity to pave their way forward on their own terms and pursue a career in the medical field. And I just wanna take a moment here because if this has resonated with you or if [00:43:00] you’ve thought of someone you know who might be going through a divorce or recently divorced, raising kids on their own, or, or just feeling a little stuck and overwhelmed right now, please know that it is okay to ask for help.

You don’t have to figure it out alone. Resources like Raquel’s foundation exist for exactly that reason, and we’ll make sure to drop both the Pay It Forward foundation and other resource links in the show notes for you. So yeah, bringing it back maybe to one or two last questions to bring us to a close The– there was an episode that we released, I think it was in 2019, and it was titled the, The Seven Steps of Highly Effective Salon and Spa Customer Journeys.

And I, I wonder, because we’ve talked so much about ethics and, and your philosophy behind establishing treatment plans, establishing realistic expectations, um, what does a consultation look like? What does an appointment look like? What does the after that journey look like as well? For you [00:44:00] specifically, what would be those seven steps to getting and keeping a patient on a highly effective treatment plan that suits and fits realistic expectations, I guess?

Raquel Merlini: Yeah. Yeah. So, um, creating, uh, that early plan, um, setting very clear milestones, timelines, um, not, uh, wondering if we’ve gotta do instant Uh, you know, instant glam or if we do have the timeline so that we can, um, you know, kind of spread that out, I guess. Uh, ongoing check-ins with, you know, patients, uh, reassess at every single visit, um, how they’re feeling about the progress, what it is that they’re looking for.

Do they have any events coming up? So that again, we can go back and, and put together that, um, treatment plan. Um, I think something really important that, you know, they don’t teach you and, and a lot of people don’t speak about, uh, but [00:45:00] I think something that’s very, very important is managing disappointments also with patients.

You know, that could be a whole episode in and of itself because, you know, we all love the, the happy, you know, and, and 95% of my clientele is always happy, but you’re going to have those patients that do suffer a little bit of disappointment- Mm … um, dependent upon what their, uh, expectation was. So with that being said, it could be slower results.

You know, if it’s a bio stimulator, maybe they’re not stimulating as quickly as they want, or maybe they’re gonna need a little bit, um, longer of a treatment plan with that just because their body isn’t, um, responding as well as what we thought it was. You know, I don’t have a Magic 8-Ball where I can say-

“Judy, you came in, and treatment three of Sculptra, you know, you’re gonna magically be revolumized.” It doesn’t work like that. Everybody’s different. We all have the same anatomy, but you know, how our body reacts is very different. Yeah. So managing that disappointment. If the patient has swelling or [00:46:00] bruising.

You know, I mean, I bruised a patient, um, about eight years ago. I still remember it, three days before Christmas. She never let me forget it either. But she did come back, but she was not happy. You know, now I have a laser, you know, if a patient does bruise, you know, I like to educate them like, “You know, if you do bruise, you can come back.

The bruise isn’t gonna completely disappear, but the healing time can be cut in half.” Mm. So, um, you know, that collagen building, uh, uh, process, um, explaining the, the science behind, um, the treatment also so that they can understand why perhaps their expectation… Or maybe it was even a lapse that I didn’t properly, um, communicate to you in a way that you understood what that treatment plan was gonna look like.

And then there’s often that mid-plan correction. You know, honest conversations like, “Well, we’re 70% of where we wanna be, but we s- how can we get to that, that other 30% to get you [00:47:00] 100% satisfied? Um, so here’s what I would recommend next.” And then, um, you know, it, it- Being supportive and encouraging because they have invested, you know, in, uh, that treatment plan, and I wanna encourage them, uh, and like I said, possibly having to pivot from that plan.

And I never… A, a really big goal for me is I don’t want them to feel stuck. Like, we’re partners in this journey. Um, you’re not just a patient. I… You know, I’m the provider, but I’m not just the provider. We’re collaborating together to go back to that relationship of- Mm … this is a collaboration. You know, you’re bringing ideas to me.

I’m giving ideas to you. So it should be a think tank, right? A think tank of what it is that you want to achieve. So I guess, you know, those would be my core, um, you know, targets with my patients and, and how I provide care for them. 

Alex Bélisle-Springer: Raquel, thank you so much [00:48:00] for spending the time with me today. If I was to ask you, I guess, like, an open-ended question to wrap this episode up, the aesthetics industry is in a moment, I feel, that is…

The word that’s coming to mind is, like, blooming. What is something that you’re really excited about at this moment, and where do you think we’re going next? 

Raquel Merlini: Yeah. Gosh, it’s so constantly changing, which is again why I think education and growth is so important, um, as providers also. But I really think with all the technology and, and everything that, um, is at our disposal, I think that the aesthetics, uh…

Gosh, there’s no, there’s no glass ceiling, for one. I think that there’s a lot that could be targeted with longevity, you know, peptides, hoping that the [00:49:00]FDA is gonna loosen up some of the reins. Um, you know, I’ve been using peptides for about eight years. I know what it’s done for me, and, and the results are amazing.

But again, being with a responsible provider that’s gonna guide you along your journey and not just prescribing and saying, you know, “See you whenever, and I hope you lose weight.” But, um, you know, fighting inflammation, uh, you know, helping with brain health with some of the peptides also. So, um, I think people are aging backwards, but I think it’s not just, you know, about the face.

It’s also about what we’re realizing, you know, the results we see here is our gut health, our, our microbiome. Mm. Um, and segwaying towards all mind and- Body. So I think the aesthetics industry is fascinating, um, that it does continue to grow. I’m excited because especially being in my 50s and a menopausal woman, that, you know, there’s [00:50:00] all this knowledge, uh, and resources at our fingertips, and I think it’s only gonna get even more, uh, exciting and better.

Alex Bélisle-Springer: Mm. Really excited to, to keep witnessing your journey and, and I mean, I, I hope we get to stay in touch and, um, really appreciate the time. Again, it’s been really, really insightful and, uh, you’ve been really generous with all your shares, so thank you so much. 

Raquel Merlini: Well, and I appreciate you taking the time and, uh, um, thank you so much for having me.

It’s been an honor and a pleasure. Absolutely. 

Alex Bélisle-Springer: Thank you. Grateful as always for your support, and again, just really curious to know what’s landed for you, what you think you’ll find yourself sitting with for longer. Also, if you’re in the aesthetics medicine sector, get in touch via email, forrestfm@forrest.com, and let us know what you’d like to hear more of on the show.

I’ll end on this. We have quite a few new releases on the Phorest Blog, many sharing the same thread of empathy, care, and human [00:51:00] connection. If this is something you’re interested in, you can visit forrest.com/blog. And until next time, I’m Mikaila Tómic-Fox. Together we grow. PhorestFM podcast is brought to you by Phorest Software.

More than software, we’re on a mission, together with our community, to build a stronger industry. 

Alex Bélisle-Springer: This episode was edited and mixed by Audio Z, Montreal’s cutting edge post-production studio for creative minds looking to have their vision professionally produced and mixed. Great music makes great moments.