1. When answering the phone, greet clients enthusiastically. Nothing is worse than calling a business or walking in and being greeted by an apathetic team member. Regardless of their intention, their lack of enthusiasm screams, “I do not care whether you are here or not; I just care that I am getting a paycheck.” True professionals greet each person like a high-profile guest of honor. When answering the phone, make sure it is with a smile. Pretend as if the owner of the company might be on the other end.
2. Walk your client out after their treatment. Just as you would walk a guest to the door at your own home, the same rules apply at the spa. The hallways look especially long and winding after walking out of a great facial. Be sure your client finds their way, has all of their belongings, and has no more questions about their treatment or home care regimen as you hand-deliver them to their relaxation area or your front desk team.
3. Do not talk about personal matters while in areas where clients might be. A spa should be a place of suspended reality for your clients. They are to be treated like royalty and forget about the real world, if only for an hour. When clients overhear you discussing personal matters or matters related to your opinions about your company, it pulls them from this place of relaxation and puts them right back in the real world.
4. Do not let your bad mood show. Clients come to the spa to escape the stress and negativity that life can dish out, not to hear about yours. Even if you are not actively discussing your bad mood, many clients are perceptive enough to pick up on it. Use work to focus your energy on something other than what is bothering you in your outside life. If you are in a true crisis, request to take some time to handle the situation. Otherwise, let friends and family be your sounding board, never a client.
5.Be aware of your behavior even when on break. Similarly, you may feel that break rooms are your chance to let your professional guard down, but this is not the case. While your break should allow you to rest and rejuvenate, clients often walk very near these areas. Unprofessional behaviors like complaining or discussing difficult clients have a good chance of being overheard.
6. Do not discuss what happens in your treatment room with other team members. Client confidentiality should be of the utmost importance. It is easy to think it is no big deal, but imagine if your client were to accidentally overhear. Would you be mortified? If so, think before you speak.
7. Own up to mistakes and handle them promptly. We have all been there. A client’s skin has lifted after waxing, the chemical peel was too intense, or that right eyebrow suddenly looks much thinner than you expected. When these nightmares rear their ugly heads, do not simply ignore them. Handle them. Calmly explain to the client what happened, apologize sincerely, if necessary, and provide them with information on what you have done to correct the problem and how they should proceed once they return home.
8. Put as much effort into your appearance as you would for a gathering with friends. Most employers have a dress code, but simply adhering to the style and colors of dress is not enough. Take pride in your appearance. A good rule of thumb is to put at least as much effort into getting ready for work as you would for a nice meal with friends or family. Nothing fancy is required, but the effort to look polished is key to showing professionalism.
9. Give advice. That is why they are coming to see you. Studies show that most people who come to a skin care professional are seeking advice about how to improve their skin. It seems straightforward enough, but the same studies also show that a majority of these people never receive the guidance for which they are looking. When skin care professionals shy away from retailing or recommending skin care routines because they think they are bothering the client, they are actually doing more harm than good. Let the few who are not interested in what you have to say tell you themselves. As for the rest of your clients, by giving them a full recommendation for next steps and home care products, you are showing your professionalism at its best.
10. Never stop learning. True professionals continue to expand their knowledge in order to serve their clients. Whether or not your employer provides education, take it upon yourself to seek development outside of work. Classes, books, webinars, audio programs, and so on, are available (very often at no cost) on subjects ranging from skin physiology to business strategies and everything in between.