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Exceed Expectations for Repeat Business

September 2012 issue of Skin Inc. magazine

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How does customer service and professionalism differ in the skin care industry versus other industries? Skin care professionals study to become experts on the skin, and the public looks to them for guidance and expertise. The title “skin care professional” is equated with an expectation of professionalism, knowledge and sanitation. You are trusted to handle and manipulate one of your clients’ most precious commodities: their faces.

Professionalism at work refers to people performing their jobs with sincerity, and maintaining professional etiquette and ethics consistently. Its root lies in those who do their work with quality and integrity. Consistency is what sets the elite establishments apart from the others. It is impossible to be professional without being consistent; it implies trustworthiness, reliability and dependability. Exceeding expectations is good for repeat business; falling below expectations is not. By focusing on details such as sanitation and appearance, time management and client respect, your skin care facility can stand out and elevate its expertise.

Sanitation and appearance. Clients expect to enter a sterile environment when visiting a professional skin care facility, and they certainly expect estheticians to maintain a professional appearance. Define your work attire and adhere to it, especially if you are an owner/operator, in which case it can be easy to deviate occasionally. Work attire should be different than everyday attire. It should be clean and conservative; you should be immaculately groomed, with long hair pulled back and closed-toe shoes. A uniform for consistency, such as an apron, jacket or logo-imprinted shirt, is ideal.

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