Growing Confidence Through Conversation

Conversation solves all our issues or so experts tell us. If this is the case, then why is it often the issue that makes people step back from talking to one another about what is really on their mind or often offering an easy solution to a problem? Learning how to talk to clients can be a challenge because every person’s needs are so different, but it is not only possible, it will also help you grow both your confidence and your sales.

I often joke that instead of saying “wah” when I was born, I said “why.” I continue to use the word “why” every single day, which has helped me to become a better professional in the beauty and esthetics world. I continually refine the questions that help me learn about a client, what I can do to meet their needs and how to recommend the right home care. No matter how much there is a passion for something, it is the education and willingness to learn about the esthetics field that will help build a strong and loyal clientele and help both spa and personal income grow. The best place to start is with the intake and consultation process.

Client Intake and Consultation

An in-person client consultation allows the ability to be able to expand on the questions that the client is being asked and the answers that they give. For example, if the online form asks a client if they are using Retin A and the client doesn’t know that tretinoin is Retin A, they will answer no, which will lead to a computer recommending products that may have retinol in them, leading to the client having dryer skin.

The consultation sheet acts as a guide for both new and experienced professionals. When well created, it will ask a client even the most uncomfortable questions in a way that they can see that their concerns are being taken into consideration and that there is an answer to help them. Many times, clients can feel like they may be the only person who is experiencing an issue even though that isn’t the case. Because people are often very critical of themselves, it is difficult to see that millions of people have the same issue. As they are being asked these questions, it is an affirmation that what they are dealing with is a condition that is seen all the time, or it wouldn’t be on the form.

While this seems easy, it has become more complex with social media influencers flooding the market with their interpretation of how to care for the skin. Having good questions to work with that will allow the client to talk to you will help you be able to develop a better strategy for how you want to work with them.

Simple things like smiling genuinely are a sign that you are listening to what they are saying, and will assure them that they are making a good decision by visiting a professional esthetician instead of continuing to buy products that aren’t working. This is the time that all the information learned in school about skin can be shared to help them see why they may be having a certain issue. Sitting next to your client or at their level also creates a welcoming atmosphere.

Dealing with Different Personalities

One of the biggest challenges that we face as estheticians is how to deal with the different personalities that we work with daily and understanding how to create a good relationship with each one. This is definitely easier said than done because we must remain professional even when we disagree with the client. Throughout my career, this is an aspect that continues to evolve as I work with people because no person is ever the same.

We deal with the clients that may only trust a dermatologist, the clients that have piles of products because they want the same skin as the celebrity or influencer they are seeing on television or on social media, and the clients who are “allergic” to everything. Knowing how to react to each one will help you and your clients. Making a list of questions that you want to ask your clients and keeping them with you as you go through your consultation gives you credibility.

I started having new clients bring all the products they used on their skin into their consultation. This way, I could understand not only why the client was experiencing certain skin issues, but also what the client was willing to do to care for their skin. Then, I could make the best recommendations for them. Making a list of what they are using on their client card is a good guide to look to as you’re changing their products to meet their skin type.

Listen Carefully

We all have clients that walk in and have 10 different issues that they want to work on, which can be overwhelming for both them and us. As you are talking to your client, listen to the topic that they talk about the most or ask them to prioritize what is most important to them to ensure that they will start to see a difference much sooner than trying to address all of the problems at once. Seeing even the slightest improvement for many clients will keep them coming back to you. Noting their visits in their client information can also help you set your goal for their next visit.

The Rewards

Understanding your clients and how you react to them will reward you both personally and financially because people want to interact with other people. Even though many online sources and companies are available, it is in our human nature to want to be able to have conversations with one another. Especially ones where we feel comfortable and like we are cared about.

People want to look and feel good and often they don’t know the questions to ask, which is where our training comes in. Even though it seems like conversation should be easy, it can be difficult until you build a relationship with your clients. Asking questions and listening to the answers can make your job both rewarding and a step towards going further in your career.

Wendy Fitos is a licensed esthetician and licensed massage therapist with twenty years of experience. She also is a CIDESCO diplomate and a certified manual lymph drainage who believes that success happens with continuing education and constantly learning how to relate to clients. She is the owner of Just Browsing Facial & Makeup Studio. www.justbrowsingskincare.com.