Issue link: https://www.ascpskindeepdigital.com/i/291744
Create your free business website! www.ascpskincare.com 35 1. Use the 10/5 rule when approaching someone: when you're 10 feet away, look at them and smile. When you're 5 feet away, still smiling, say hello. 2. Think about something that makes you laugh right before you meet your client or before you enter a public space. Your energy will subconsciously affect everyone you come into contact with. 3. Watch your posture. Look up when you are walking, not down at the floor. This shows confidence, which in turn gives you an air of expertise. 4. Wear a uniform. It makes a real difference in how you are perceived. 2. Active Listening Everyone knows the Golden Rule, "Treat others as you would like to be treated." This is an excellent starting point for all customer relations, but you can make it even better by treating others as they would like to be treated. Are you really listening to your client? Let's say you used a particular brush technique, towel application, or massage movement during your client's previous visit, and she mentioned during the service how wonderful it felt. Did you write that down afterward so you would remember what she liked? Did you check your notes before her current visit so you would know to use that technique again? Susanne Schmaling, director of education for Associated Skin Care Professionals, is a licensed esthetician, experienced educator, former spa owner, founder of the Pacific Institute of Esthetics, and author of A Comprehensive Guide to Equipment (Milady, 2009) and Aging Skin (Milady, 2011). Contact her at sschmaling@ascpskincare.com. Active listening means being present and giving the client your undivided attention. Look her in the eye, smile, and use facial expressions and verbal responses to let her know you are listening. Reflect back what you are hearing, rephrasing what the client just said in your response; this often stops misunderstandings before they become an issue. Nonverbal communication is important in active listening, too. Body language will often signal a client's discomfort even if she doesn't speak of it. Keep your own posture open and inviting. 3. A Special Touch Adding your own special touch to a treatment is one of the most important ways to provide exceptional service. Here are some quick ideas that can be added to an existing treatment to increase relaxation and "wow" the client: • Aromatherapy scalp massage. • Cool stone eye treatment. • Double fan brush mask application. • Hot towel treatment. • Jade roller treatment. • 20-minute face, head, neck, and shoulder massage. These little extras, customized to the client's needs, are what will make a service stand out in every client's memory. For more ways to take every treatment to the next level, be sure to check out Skinpro Education at www.ascpskincare.com/skinpro for advanced online training that's free to members of Associated Skin Care Professionals. Video Extra: Read the magazine online at www.ascpskindeepdigital.com to see a video demonstration of a mask brush technique and hot towel treatment.