Issue link: https://www.ascpskindeepdigital.com/i/430862
Customer service so you can provide an exceptional experience. The Essential Skills Create your free business website! www.ascpskincare.com 41 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, author of A Comprehensive Guide to Equipment (Milady, 2009) and Aging Skin (Milady, 2011), and contributor to Standard Makeup (Milady, 2013). Contact her at sschmaling@ascpskincare.com. Financial knowledge so you can take care of budgeting, basic bookkeeping, and purchasing for your practice. steamer or masking? Believe it or not, there are estheticians who do all these things and worse. When a client is in your treatment room, he or she should be your only focus for the entire time. Turn off your cell phone, take some deep breaths before each appointment, and get grounded. REMEMBER THE LITTLE EXTRAS Small touches have a big impact. Details like a warm aromatherapy eye or neck pillow, heated table pad, and customized music can go a long way. They are inexpensive to incorporate, but memorable. The key is to get to know your clients and what kinds of extras will make them feel special. Don't just look for ideas within the esthetics profession. Spectacular customer service is part of every top- notch business. Think about the last time you had really exceptional service from a company you've done business with. Chances are, they provided you with a little something extra. Look at the best hotels and restaurants for great examples of above-and-beyond service. END THE SERVICE GRACEFULLY At the end of your service, do you turn on the lights and say, "OK, we're done. I'll meet you out front"? An abrupt end to the session can ruin the entire experience for the client. Even the most clinical treatments should be performed gracefully, with comfortable transitions. Emotional intelligence so you can interact effectively with every client. 2. 1. Critical thinking about skin science so you can stay current with new ideas without being fooled or confused by hype. 3. 4. Aseptic procedures so you and your clients stay safe and healthy. 5. 6. Understanding medical esthetics so you know how your own services can comple- ment those procedures. Always end your service by communicating the next steps to your client. For example, "Ms. Jones, take your time getting up. Your clothes are here on the chair next to a glass of water for you, and the bathroom is on the right when you step out of the room. I will be at the desk waiting for you with some information about how to extend the results of this service. Then we can talk about your next facial." Make sure clients understand that the service is not really over until they leave the building. Start 2015 Right Make customer service your focus for the next couple of months and look for small ways you can improve it each time you arrive at work. With a little self-reflection you can make a big impact that's a lasting benefit to your career. In the next issue, we'll look at how you can develop your emotional intelligence to take the client's experience even further.