Issue link: https://www.ascpskindeepdigital.com/i/253819
Client Comfort Creating exceptional service by Susanne Schmaling Create your free business website! www.ascpskincare.com 35 At one time or another, we have all experienced a situation that made us feel uncomfortable. There are infi nite reasons why something can feel right or wrong to any one person, but by paying attention to the basics, you can provide an exceptional customer experience in an environment that makes clients feel valued. The Physical Environment A feeling of comfort and security can be created by paying attention to your room layout and design elements, such as color, light, and sound. Here are a few tips to help create a soothing environment: An adjustable electric or hydraulic bed ensures easy access for all clients. Use a heated table pad and good linens. Keep your colors serene and your space uncluttered. This reduces stress and helps clients who may be affected by sensory or mental conditions. Your choice of music should be a conscious addition to your service, not an afterthought. You can even time your facials to a series of musical pieces. Use low lighting and cover the client's eyes well when using a magnifying lamp. Laser eye pads block light very well for an upgraded client experience. Make sure your spa wraps, towels, and gowns are soft to the touch, generously sized, and clean. Keep the room scents to a minimum. Aromatherapy is wonderful, but each client will have different preferences. A light citrus blend is a safe choice that appeals to most people; or have your client choose a scent for a customized experience. The Client's Needs You may have clients with special needs (which may be obvious or hidden) visit your practice, and it's important to be especially mindful of their comfort. Many people feel awkward or apprehensive when dealing with someone who has an obvious disability or other condition outside their own experience. This reaction is normal, and there is no reason to let it create a barrier between you and your client. Here are some ways to ensure every client's needs are being met: Ask if the client would like help getting onto the treatment bed, and wait for an answer before you invade her space. Don't assume a disabled or frail client needs help—and don't assume an active-looking client doesn't need help! Schedule additional time for a client whose movement is slower, so she does not feel rushed. As a general rule, don't comment on a client's health. Avoid saying things like, "You weren't feeling well at our last appointment—I hope you're better now." Your treatment room should be a refuge from other stress in the client's life, not a reminder of it. If a client has an attendant or caregiver, do not ignore the client by talking to the caregiver instead. Talk directly to the client and act as you normally would. Ask the client if there are any aspects of her condition that might impact treatment or her home skin care regimen. People with disabilities or medical conditions are usually well aware of alternative methods of treatment for their situation; don't offer suggestions. It is outside your scope of practice and comes across as patronizing. The Most Important Factor What's the single biggest factor in client comfort? The human factor! Even in perfect surroundings, an unpleasant experience can come from awkward interactions with others. It works the other way, too. Your room and equipment may not be as beautiful as you would like, but your demeanor, energy, and professionalism will make all the difference for your clients. The great experience you create for them will affect every aspect of the treatment. Susanne Schmaling, director of education for Associated Skin Care Professionals, is a licensed esthetician, experienced educator, former spa owner, founder of the Pacifi c Institute of Esthetics, and author of A Comprehensive Guide to Equipment (Milady, 2009) and Aging Skin (Milady, 2011). Contact her at sschmaling@ascpskincare.com. ascp and you: finer points