Issue link: https://www.ascpskindeepdigital.com/i/1489006
New member benefit! Get the ASCP SkinPro app at ascpskincare.com/skinpro 41 BEYOND TREATMENT SUGGEST AN ADDON A simple suggestion to a repeat client can boost the client's self-esteem, enhance the treatment, and increase the overall ticket at checkout. For example, if Suzy comes in every eight weeks for her European facial, suggest an add-on to the back of the hands and the arms. This will further her antiaging e orts and can introduce her to more advanced treatments, like an enzyme mask or microdermabrasion, that she may later consider for the face. In any consultation, listen closely to what the client is saying. Observe your client and pay attention to clues they suggest about their lifestyle. Do they have kids? Do they work from home? Do they like to spend time with a full skin regimen? Are they always on the go? These details can help you determine what to recommend as an add-on. REPEAT IT TO THEM It is extremely important to repeat what your client has stated to you. This is where you and your client really connect. It is now your job as the skin care professional to share your ideas and educate them on how they can safely achieve their skin goals while also making sure they have realistic expectations. Repeat what they want. Repeat what their desired results are. Repeat what your plan of action is for achieving what they are looking for. I never leave the client in the dark about what I am doing—it's better to overcommunicate than undercommunicate. GIVE YOUR EXPERT ADVICE ABOUT THE SERVICE Give your professional feedback if your client is requesting something that could compromise the integrity of their skin. It's how you create trust and a repeat client. The last thing you want to do is proceed with a service you know will result in damage to their skin, irritation, or pigmentation. If there is something you think may not work, let them know your thoughts and why. If there could be a roadblock compromising their overall skin care goal, let them know and explain why. You are the expert, the one who went to school, the professional that has in-depth knowledge of the eld. Let your client know what you know to help guide them to the nish line. Just remember to give advice if and only if they want help. Avoid giving them unwarranted or judgment- lled advice (more on that on page 76). COMMUNICATE AT THE END OF THE SERVICE At the completion of the service, if your client has agreed to take home products, write down instructions on how to use them. How many times have you left the doctor's o ce and can't remember all the directions you were given on what to do as follow-up? This is your opportunity to provide that additional level of customer service and help secure a repeat client. After all, results are achieved best with proper home care. This will not only help with closing the sale, but also ensure you have done your best to help keep the trust between you and your client. CONTINUE THE GREAT WORK When your client moves past the new stage to a regular client, it's important to continue having consultations and uid communication to make sure you are on the same page. Many times, our guests leave us because we took them for granted and assumed we knew what they wanted or needed. We become comfortable and miss why they originally came to us. Master the art of the consultation and you will see your income increase.