“If you just communicate you can get by”. – Jim Rohn
I know a few therapist that are GREAT, and they are great because they do more than provide quality service. It is because they have designed a whole experience around their clients needs. They are starting conversation and making every client feel like a person, and this keeps their customer retention high. So how do you go from good to great? Let me teach you.
Be Sincere
Make your conversations about their beauty needs and concerns. You want to know aout their expectations, concerns and past experiences. What have they done in the past? What was effective? You are looking for a repeat client, not a one time visit, so be sincere and keep it simple. You will still get a chance to present your solution.
Use open- ended questions
The best beauty therapist are also great conversationalist, and will get their clients talking with guided questions, well crafted intake forms and attention to detail.
Learn to use open -ended questions, they give your client the chance to share details about what they are looking for , their concerns and key likes and dislikes about past experiences and products. Sharing these details can be incredibly valuable when it comes to building rapport and trust and, of course, recommending relevant products and services.
What are you currently using on your skin?
What are your top three skincare concerns?
Who would you like to feel after your massage?
Listen to understand
With every conversation always remember that the client owns your time, so at least 80% of the conversation should be about the client, 15% in comprehension and only 5% about you. When you take the time to listen and hear your client, sharing a little about yourself will be more memorable. Being relatable and sharing vulnerable experiences will help build rapport and trust. Great Beauty therapist are relatable, emphatic and pay attention to details. Always bring the conversation back to your client.
Be a good listener
- Don’t interrupt your client
- Don’t try to finish your client’s sentences
- Don’t assume what they are and aren’t interested in
- Do clarify your client’s goals by repeating back the concerns they’ve expressed
- Do offer solutions to their concerns
- Do ask lots of open-ended questions
Honesty is the best policy
Be transparent about the products and treatments you offer. Honesty about what can and cannot be achieved is crucial. Clients appreciate straightforwardness. The worst thing you can do lie about product efficacy to a client or assume that they are not informed. Lead with your solution and provide the client with the honest truth to the best of your knowledge. Have open conversations informing and enlightening them, make recommendations and offer complimentary services, this is all in purview of your role as a great therapist. It will build trust and a lsting relationship
Pay attention to your client’s body language
If your client is uncomfortable they might not tell you, but their body langage can give you clear indications that they are feeling uneasy and not relaxed.
If a client is giving short answers and flinching, this may be a sign they want to be silent during a session. If a clinet on the other hand is making eye contact and gazing around the room they might want more of your attention and engagement. Adjust accordingly to ensure that your client’s needs are meet.
Be aware of your body language
How about your b ody language, Presenting yourself to your client is just as important as presenting a product or service. When talking to a new client, use body language that makes them feel welcome and comfortable. When possible, speak to your client at eye level. Avoid standing over your client in a consultation. Instead, sit down with them. Sitting at eye level shows your client you’re interested in what they have to say and helps them feel more comfortable talking to you.
Avoid crossing your arms. Crossing your arms can make you appear defensive or closed off from what the client is saying. Smile! A smile can go a long way toward making someone feel at ease around you—and we all know that feeling comfortable is essential for building trust and rapport.
Take notes
Dont relay on your leaky memory, take a pen and paper to take notes or use your intake form pen important details down during your session with the client. The devil is in the details and many important things will be said as your get into conversations with your client, the more your can recall and use to reengage your clients the better you are at becoming a great therapist.
Try any of these straightforward conversation openers that I’ve used to cultivate client loyalty.
Topics around food
Do you like to cook?
Movies
Are you watching any good series at the moment?
Travel
Do you have a dream travel destination?
Topic to avoid in the treatment rooms
As a beauty professional, it’s important to be able to talk about a variety of topics. However, there are some subjects that you should keep off limits.
Politics, Religion & Finances
As you remember that you’re not alone. Learning from experienced therapists who have achieved greatness is an excellent way to accelerate your progress. Seek out mentors, take courses, and read books on beauty therapy and customer service. Continuous learning is the path to mastery.
Ready to embark on your journey from good to great? Seek out mentors, see available beauty courses here.
