What laser should I invest in?
When buying a laser for your clinic, there are many things to consider. With so many devices on the market and so much information, it can often get overwhelming and discouraging. Sales reps telling you this one is best and others telling you that others are better. Education is key and diving into market research before buying is also important. Consider getting treatments yourself on devices you're looking at buying. This is what I did before purchasing my first laser. It is what drove me to buy my Cutera XLHR.
I remember buying my first laser; it was almost as scary as leaving my firstborn for the first time. The nervousness and the unknown, not to mention the cost, were so unsettling. It's a huge decision and one that should take a lot of consideration. Here are things to ask yourself before buying a laser.
Will this laser treat what I am looking to treat?
This is the most critical question when considering a laser purchase. Different practices have different goals. What are you looking to treat? Are you looking at a light device such as IPL or BBL or are you looking for a universal wavelength to treat all skin types? What is your demographic of clients? What is the primary area of concern for you to treat? Do you require hair removal? Acne treatments? Photo facials? Skin tightening? The list is endless and needs to be considered when deciding on a machine that will last years to come in your practice there, for it's essential to find the suitable laser for your specific needs:
Is the system powerful enough for you?
Does the system treat what you want it to?
Do you care how long the laser takes to warm up?
Is your treatment room somewhat cramped, so the size of the laser matters?
Are there consumables needed for the laser? If so, what is the cost?
Does a track record of reliability matter to you?
Are you wanting to start with the most advanced equipment or eventually upgrade from something more basic?
Does it offer multiple platforms and options to add on?
Envision performing these laser treatments daily and consider what functionality, reliability, and efficacy features are critical to you. Remembering this is your workhorse and will be the driving revenue for your practice. When it comes to operating a laser, there is so much you need to know. You are being trusted with a patient's face and body. Damage can be done if performed or operated incorrectly. The following questions to consider are...
How comprehensive is the laser training?
Even if you have experience with performing laser treatments, adding on a new procedure means adding on
a whole new set of patient questions, side effects to manage, protocols to learn, and more.
Will your trainer has in-depth knowledge of treatments being performed in particular?
Does the manufacturer have an established history in the laser field, or is it relatively new technology for them?
How much time will the laser company commit to the training?
What topics are reviewed in the didactic portion of the training?
Will the training include supervised hands-on practice?
Will the laser company help you schedule patients for the training?
Does the training include certifications for trainees? What certifications?
Will the company provide patient forms and paperwork for your practice
Make sure the laser company equips you with the right knowledge.
Also, ask the laser manufacturer what will be provided when additional training is needed. Most practices have some level of employee turnover, and even laser clinics that have a single owner-operator tend to hire more staff after establishing themselves. When I started Raw Canvas, I always envisioned one laser and me and a front-end coordinator, fast forward almost Six years later, and I have five lasers and four employees. I could have never imagined being where I am today. Training from the laser manufacturer is important to make sure practitioners feel comfortable and confident with the procedures they perform as well as peace of mind for themselves that proper treatments and safety guidelines are followed.
Do you feel comfortable with the company I'm buying from?
It sounds like a simple question but one of the most important questions to ask yourself. Unlike the other questions on this list, this one is more qualitative. Different laser manufacturers have different reputations and values, so choosing one that respects what matters to you is important. Buying a laser is your business lifeline. Having a trusted relationship with the rep and their support is crucial. I praise the support I receive from my reps at Cutera and Sciton. These companies provided me with peace of mind, support, and knowledge from the beginning of my first laser to now years later. Cutera and Sciton still make themselves available when I need them and continue to hold a gold standard in the industry for support and the best devices on the market. Some companies focus more on flashy advertising. Some focus more on informing their clients. Some laser sales personnel have more of a pushy approach (most do - which to me is often a red flag). Some function more as trusted consultants. If you're looking at two quality lasers from two different reputable manufacturers, consider choosing the one with which you'd rather have an ongoing client relationship and which provides the best services for your practice. After all, their expertise and support could be beneficial in making your first year with laser a successful one as well as years later.
Can you buy an extended warranty?
An extended warranty is a must, in my opinion, and I learned this the hard and the expensive way in my first years. Remember that your laser is sometimes operating for 8 hours, 5-6 days a week and eventually, a problem will occur. So here are the big questions to ask when it comes to an extended warranty. How much will an extended warranty cost? Most new lasers come with a standard one-year warranty on the equipment. However, quality lasers are designed to last 5 to 10 years or more with regular maintenance – that's where extended warranties come into play. Many practices buy extended warranties/service contracts to have peace of mind about their investment and have regularly scheduled preventative maintenance visits. I had to learn this the hard way, and my first year after the warranty ran out, my handpiece blew, and it cost me almost $40k to fix USD. I purchased the extended warranty for every laser in our clinic as I have used it and saved it over the years. While what's covered by an extended warranty is consistent between laser companies, the prices are not. Some companies fairly price their extended service contracts based on the costs associated with providing the service. Still, some laser manufacturers charge triple the price because they look to profit from their service department and have a recurring revenue stream from their clients. How do they get away with charging triple for their service contracts? Some major manufacturers refuse to provide service unless you're under an extended warranty – forcing you to buy a warranty if you ever want service on your laser again. Make sure you ask about the prices for extended warranties, if preventative maintenance visits are included in the cost, and if service is available to out-of-contract customers.
Ask what is the turnaround time for service calls?
Lasers are highly complex devices that require maintenance yearly to perform optimally. Unlike a car which you can take to a wide variety of mechanics for service, your laser can only be serviced by experienced laser technicians with the right parts and tools – which makes you dependent on the responsiveness and expertise of your laser manufacturer's service department. Most veterans of the laser industry have at least one horror story of working with an irresponsible laser company that leaves them high and dry in the face of a technical service need. For any practice, extended downtime can be hugely damaging to both revenue and reputation. Ask your laser manufacturer what's the longest any client has had to wait for an emergency service visit and the average system downtime per year.
There is so much to consider when making this purchase. If you feel lost or confused, consider reaching out to me and allow me to guide you in making the right decision.
– Amanda Connolly