Issue link: https://www.ascpskindeepdigital.com/i/716901
www.ascpskincare.com 55 Client selection is important. Llewellyn only accepts clients whom she feels will be more of a challenge and who are willing to partner with her in working together to achieve healthy skin. She is honest with clients about how they are going to achieve results. She explains that if they cannot eliminate or greatly reduce simple carbohydrates or processed/junk food, they will need to adjust their expectations of their progress accordingly. The more compliant clients are with Llewellyn's program, the better their results will be. She gives them her cell phone number in case of unusual side effects or if any questions arise with the products. She sets professional boundaries by advising them that her cell phone will be off by 8:00 p.m. and she will return their calls or texts by the following morning. She also follows up within a week with an email to track progress. By offering a consistent plan that offers attainable results, Llewellyn's guests receive exceptional service. FOCUS ON RETAIL Savvy spa owners should encourage their estheticians to recommend appropriate products and take the time to follow up with their clients about the products' effectiveness. According to Richard Merrill-Rivas, award-winning esthetician, educator, and coach, most spas are missing the mark in customer service when management does not allow additional time for the esthetician to follow up with clients and instead relies on the front desk or boutique to be responsible for retailing. While having the esthetician recommend home-care products and answer usage questions may seem time-consuming, impressive results can be obtained and additional sales and loyal clients can be made. For clients who have a difficult time keeping appointments or making time for themselves, a three-month reorder program is often effective. Create a VIP program with an automatic reorder option. Include incentives, treatment offers, and specialty products to keep clients engaged and active. Clients can be easily enticed by other salons and spas. Your goal is to have not only customers who are satisfied, but guests who are telling their friends about the legendary customer service and phenomenal treatments they receive at your business. Make a plan to educate your team and implement a gold standard of service. Do not leave anyone out; every therapist and spa team member must actively participate in creating a comfortable atmosphere and phenomenal service. The details are important—take the time to inventory each room and find out exactly what goes on in that space. Go above and beyond in your facility and you will find that every area of your business will be transformed and propelled into success. There is nothing wrong with being friendly, but the treatment room is not the place for a gossip session. This is your client's time and she is paying for your attention to detail.