Thursday, 28 January 2021 15:15

Fluff It Up! Making an Impact on Clients

Written by   Rocio Perez

As licensed professionals in the skin care industry, there is a level of responsibility to deliver results and to make an impact on clients from the second clients arrive for their service to the moment they check out. How does a skin care professional ensure an impactful experience? It is all about the fluff. The fluff is the attention to detail that will set a skin care professional and their quality of services at a higher standard. There are a variety of ways to fluff up one’s game without breaking the bank. These details may not seem crucial or worthy of the time or extra effort to some, but they do in fact, make all the difference in the world, reflecting in client retention.

FLUFF IT UP

Clients are drawn to the aesthetic of a spa, studio, or treatment room – presentation is everything. Fluff up the spa space with music, lighting, diffused essential oils, or by perhaps leaving a mint on the treatment bed. Most clients not only look for result-driven services but also a space to unplug and treat themselves to a relaxing experience. An inviting atmosphere will keep clients intrigued and wanting to come back for more. Of course, every professional has their own style that makes them unique. Put the treat in treatment and create a space that makes it personal to clientele.

CLIENT TALK

An obvious but vital component of making an impact is proactive communication. Asking open-ended questions and making simple, non-political small talk when picking up clients and escorting them to and from the treatment room is an easy way to set the tone to show clients that they have their aesthetician’s undivided attention even before the actual service begins. Doing so keeps clients and professionals engaged as well. This can also give professionals a window of opportunity to kick-start a consultation by getting to know a client’s current skin care needs or concerns. Follow-up on past visits. For example, ask the client, “How have you been liking that new vitamin C serum you picked up during your last service?” creates the perfect follow-up to, “I have just got in a new moisturizer that would pair beautifully.” Utilizing every minute of a service before it even begins is key not only to fluff up the service but also contributes to sales. Connecting with a client this way will demonstrate genuine initiative and interest. Proactive communication and consistency act as building blocks for developing a professional relationship.

COMPLIMENTARY UPGRADES & ADD-ONS

Perks and occasional upgrades are also a great way to contribute to the fluff factor. A personal favorite is adding on a complimentary lip treatment that includes a quick lip scrub during the exfoliation step and a hydrating lip mask while extracting or during the masking portion of the service. Something like this is not usually included in most services, but it is a nice touch that is not time-consuming because it is easily blended into the treatment’s protocol. By occasionally upgrading a new client or an established client, it helps boost the quality of service and makes the client feel considered, appreciated, and seen.

At the end of the day, aestheticians and skin care professionals owe their success to not only the work they put in themselves but to their loyal clients for trusting their skin care professionals. Going above and beyond will make a lasting impact and it will set the bar high. Fluffing up services will not only showcase the appreciation and gratitude to a clientele but greatly contribute to one’s success and longevity as a skin care professional.

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