Client consultations are the most important step to any facial. During this crucial time, not only are you getting to know your client, you’re learning about your client’s skin and their routine by taking the time to ask specific questions. We were taught in school how to analyze our client’s skin before each facial; however, today you’re going to learn how to ask the right questions and educate your client to help you understand their skin.
HAVE THEM SIT UP
What does a client consultation look like? I started doing consultations face-to-face with my clients. This allows me to notice how their face moves, see how their skin is aging, and take note of any acne patterns, rosacea, capillaries, or pigmentation. Doesn’t it seem strange that we were taught to do consultations with our clients lying down? This is especially true if we have older clients. We still see their sagging skin, but it’s hard for us to understand their facial structures and really see what their skin looks like when they are flat on their backs. Depending on the type of facial your client is coming in for, you should see their face for what it is. Another important factor is to look for patterns on the face – a good example would be acne. Where is the acne forming and is acne on both sides of the face or only on one? Hyperpigmentation, melasma, rosacea, or capillaries can be more noticeable when a client is sitting up. I highly suggest that you try this method out and see how much more confident you’ll feel before beginning a client’s facial.
FILL OUT A CONSULTATION FORM
Prior to their facial, I have all clients fill out a consultation form, which we sit down and review together. In this form are questions about lifestyle, diet, medications, current skin care, and the client’s top skin concerns.
EVALUATE THEIR HOME PRODUCTS
I have clients bring in their current skin care products to check labels and find out if they actually like the products they are using. Most of the time, your clients are not happy with their current routine and are feeling frustrated about their skin and looking to you to help solve their skin problems for good.
If you haven’t done this step yet, I highly recommend you request that each client brings in their homecare. This is a great way to start asking your clients questions about each product. Ask them why they chose that specific product? Do they like it? How does their skin feel after using that product? Getting your client to open up and share their thoughts about their skin care will help you during the facial. Also, start to make note about the homecare products you will select for them to purchase at the end of the service.
For your seasoned clients, remind them to start bringing in their products around April and November because you need to review and swap out certain products for the warmer and cooler months. While you should always be checking in and reviewing your client’s skin each month, this is a great way to make sure that your regulars aren’t tempted by marketing pitches or their best friend’s home skin care party. If they have bought over-the-counter products, it’s time to get them back on track. Without a proper consultation, you may never know about their newly purchased facial scrub that is causing their dry skin problems.
REVIEW THEIR LIFESTYLE
Once the product evaluation is complete, you can move onto the client’s lifestyle, diet, alcohol consumption, exercise, medications, and hormonal changes. We know from school that lifestyle leads to intrinsic aging and, by asking the right questions about their lifestyle, we can offer the best facial for that client each month.
ASK QUESTIONS AND LISTEN
Another way to conduct a proper consultation is to ask more questions and get your client to start talking. They might be quiet at first, but once you get your client to open up and share, clients will tell you exactly what they’re looking for and what they expect from you. Ask questions, listen, and let your client lead the way.
EVALUATE THEIR SKIN
Once these steps are out of the way, you can step out and let your client get comfortable. Now, you can perform a magnified lamp or Wood’s Lamp evaluation and share with your client exactly what you see on their skin. You can help educate the client about what exactly is happening with their skin, which helps them better understand their skin. Once the client understands what is really happening with their skin, you can educate them on how the facial will help with their specific skin concerns. Educating clients will help you create a plan for their facial and future facials, as well as what homecare products they will need to go home with.
Now that you understand how to do a proper skin consultation, expect to see your upsells and retail sales grow.
Samantha Dench is a 16-year licensed aesthetician, owner of Skin Deep, author, and speaker. Dench’s passion stems beyond treating the skin to include internal health to achieve healthy skin for clients by finding the root of the problem. She loves to educate groups of women and share her knowledge and passion of skin. Dench loves to share her book to help women take control of their skin. She is a single mom of three and loves to cook, bake, and find creative ways to find healthy alternatives to her favorite dishes.