Issue link: https://www.ascpskindeepdigital.com/i/460894
Considerations and Precautions Handling interpersonal relationships, communication, and boundaries in a business setting is not so different from doing the same in our personal lives. Yet, there are several key factors an esthetician should keep in mind. Operate within your areas of expertise. Refer out (and potentially discontinue service) if there are intense emotional issues that require professional help. Most clients love having someone listen to them talk, but in certain situations, the simple act of listening can have negative implications—maybe putting you in the role of a counselor outside your scope of practice, or oversharing deeply personal information that can change the dynamic between you and the client. It's also inappropriate to share your own personal story—or your opinion of a client's story—without permission from the client. Stay safe. We've all experienced an uncomfortable dynamic with a client at one time or other. Some interactions are communication- stopping red flags no matter who initiates them: sexual advances, gossip, negativity, and sharing others' confidences. Trust your gut. Not everyone out there is safe to listen to or share with. Put business first. While we often grow close to our clients and many become friends, it is your job to provide the service they signed up for. Stay in your professional role by guiding conversations in directions that are appropriate to the setting and situation. This is part of your responsibility and service to your guest—and it protects both your livelihood and your brand. Don't blur the line. Dating or even socializing with clients can blur the line between business and personal, and can sometimes violate professional ethics. If you choose to mix your personal life with your professional role, you should carefully consider these potential results: • The "other-space" for the client may be compromised. Part of the wonder of receiving our restorative, relaxing services is the ability to escape, be anonymous, and not be judged. Nourish and guard that dynamic for your client. • Your own personal privacy can be affected. A client may secure information about your life that you don't anticipate or appreciate. • You'll need to be more careful about the client's privacy. Certainly refrain from talking to others about the client and talking to the client about others, and keep all personal information private. • The client may become confused about the relationship. Don't let friendship with a client create expectations that are undesirable. • Doing business may become more challenging. It's more difficult to enforce your business policies with a friend. • You may become too emotionally invested. What if the client leaves without a reason, doesn't like your work, doesn't buy your products, doesn't rebook, or gives you a bad review? Clients come and go in any practice; if it happens with a client who has also become a close friend, the emotional impact can be disruptive to a healthy work/life balance. Build the Love To create a stronger emotional bond with your clients, consider the following questions, adapted from the six stages of building an emotional brand proposed by columnist "Social Steve" Goldner (http://socialsteve. wordpress.com): 1. How do you get someone interested in your brand/practice? 2. How do you get someone to consider making an appointment or purchasing a product? 3. How do you continually reinforce that their decision was the right one? 4. How do you create a loyal customer who continues to buy from you, and/or is receptive to cross selling and value-add purchases? 5. How do you create a brand ritual, so your brand becomes part of your customer's life? 6. How do you get your audience to be your cheerleader? Incorporating these questions into your client relationship-building strategy can help you clarify where you need to focus your efforts. 29