ASCP Skin Deep

MARCH | APRIL 2020

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For as long as I can remember, I've been doing client consultations a little bit differently than the norm. Do you remember the opening line from the TV show Nip/Tuck? "Tell me what you don't like about yourself." I actually start my consultations that way, but I'd like to think my verbiage is a little more eloquent. I recall years ago (in my 30s) getting a facial, and the esthetician began the treatment with commentary such as, "Loss of elasticity here and pigmentation issues over here, plus quite a few fine lines here." I've got to say, I was slightly offended. There was no discussion before we started the treatment about how I felt about my skin. It was not a conversation between the two of us, it was her opinion about my skin. I know we are supposed to be the experts, but ... What we see as an issue on a client's face may be completely different than what bothers that client. They may feel insecure about the lines around their eyes, but all we see is terrible pigmentation. I feel it's important for us to know what's important to the client; initially, it should not be me telling the client what I think. After we've formed a connection and started working on what's important to them, then comes the time to open a conversation about how we can help their skin in other ways. Also, I don't post prices on my website or in my brochures, and that has worked really well for me. Instead, I give a price range for my treatments and an explanation of the modalities I offer, and I state that the initial consultation is complimentary. I explain that all treatments are custom created to the client's needs and that we will create the best treatment possible to fit their expectations and budget. Some may think this is unorthodox, but it has always worked in my favor. This way, the client feels like they are a part of creating their own successful skin care program. I'm not a big fan of skin care menus that look like the menu you're handed at the Cheesecake Factory. It's fine for a restaurant to have a large selection to choose from, but for a skin care client, it's just too confusing. Keep it simple. You are the expert, and they are relying on you to choose the proper treatment for their skin care needs. Also, try to stay away from too many add-ons. This can be confusing as well. Toward the end of the "behind-the-treatment-table" part of my career, I charged a flat fee for an hour facial. Each time the client came in, I created a facial geared toward what was going on with their skin that month. They never got bored and either did I, which kept me excited about my career and kept them coming back for more. Please feel free to contact me if you'd like to chat about making some small adjustments that can take your skin care business to the next level! The Very Important Client Consultation Advertisement Shelley Hancock Consulting Inc. Helping You Transform Your Skin Care Business www.shelleyhancock.com (925) 392-8114 ASCP MEMBER Shelley's Show & Tell Workshop Live on her Website

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