Issue link: https://www.ascpskindeepdigital.com/i/1481047
New member benefit! Get the ASCP SkinPro app at ascpskincare.com/skinpro 55 4. Show Your Knowledge. When you lead with knowledge, your customers will trust you. Show your knowledge and expertise whenever possible— during your initial consultation, ask specific questions about their goals and explain how you will assist in achieving them; during the service, recommend the proper products and treatments to address those goals. As a bonus, showing your knowledge will also enable you to sell more. Clients will begin to trust your recommendations. 5. Set Expectations. When a client books with you, view it as the beginning of a relationship and a time to set expectations. Ask about their concerns and goals. Setting realistic expectations for your client will allow them to gain your trust and let them know you genuinely care about their goals as much as they do. Don't be afraid to let them know what you can and can't do. A great way to set expectations is by asking them to commit to your recommended treatment program for 90 days, then schedule a check-in to note their progress and, if necessary, recalibrate their expectations. They are trusting you with their goals, money, and beauty care. Be transparent about your pricing, refund policy, and what they can expect during their time with you. 6. Listen Intentionally. Upon greeting your client, ask them how they are doing and how their skin has been since the last time they saw you. Giving your undivided attention to fully understand your client's needs will allow you to better serve them. Try listening without interrupting or thinking about what you are going to say next. Take notes about what they say, and then follow up with clarifying questions. Showing your clients they have your complete attention will gain their trust. Showing a keen interest in the little things—like remembering a birthday or asking about their recent vacation— is a great way to show you listen. Being human and genuinely connecting with your client shows you are interested in more than their wallet. 7. Ask to Rebook. Asking clients to schedule their next appointment during the checkout process can help ensure they come back. It also eliminates the task of them having to remember to reschedule. A great way to ask them to rebook is to simply say you recommend they return in a specific amount of time to maintain results. 8. Follow Up. Following up with clients after a service shows you care about your work and your customer. It also serves as an opportunity to ask for reviews and referrals. Your follow-up process can include an email, text, or phone call. Try implementing a survey after each client visit. 9. Recalibrate as Needed. Upon receiving client feedback, recalibrate your customer strategy as needed. Analyze what you're hearing and look for patterns. Are there services you don't offer that several clients have asked for? Can improvements be made during the checkout process? Are your clients satisfied with how they are greeted upon entering the building? It's important to make sure your brand and customer experience is cohesive. Set customer service standards with your team. Write them down and talk about them as a group. Explore ways to improve your customer experience as a team to make sure everyone is on the same page. 10. Be Accessible. Make clients feel important by being accessible. Adding tools such as an online chat function and online booking will empower clients to book and ask questions at their convenience. Just make sure you or someone from your establishment is returning phone calls and emails within 24 business hours. I hope you'll try implementing one or two of these suggestions at a time. Remember, you are a professional who provides excellent service. Your clients see you as an expert and they trust they came to the right place. Now that they are in your door, all you have to do is make them want to stay. JUST FOR ASCP MEMBERS Free monthly group coaching sessions with Crystal and other beauty professionals as they discuss topics including marketing, building clientele, social media, and more. crystalngozibeauty.com/monthly- group-coaching-sessions A great way to set expectations is to ask clients to commit to your recommended treatment program for 90 days, then schedule a check-in to note their progress and, if necessary, recalibrate their expectations. 10 WAYS