Ask the Esthy: Professional Products and Pre-booking


Q. How do you repond to a client who uses drug store products?

A. Start this conversation with, “I would love for you to view me as your skin care guru, so let me ask you a few questions to be sure your skin is getting what it needs to achieve and maintain a healthy condition.”

1. “How does your skin feel at the end of the day?” This answer will be packed full of clues to help you design a custom regime for clients. It also gives you the information needed to express how their current products might not be the right approach to their current home care setup.

2. “How is your current regime working for you? This will show you where you can add a “wow” factor into their home care equation. Just adding a powerful serum will create a desire within them to want to try more of your recommendations.

3. Would you like to bring your current products to your next facial for a complimentary assessment? This question reminds them to rebook and helps build a deeper relationship of trust. Supporting them in a genuine way lets clients know you care and want to help educate them with professional knowledge. Inform clients that you sell home care products to help them achieve healthy skin, but don’t take it personally if they choose not to. Plant the seed and let them make the buying decision.

Send your questions to [email protected], with the subject line “Ask the Esthy.”

Q. How/when do you talk about pre-booking?

A. The key to rebooking success is to create a “Post-Appointment Debrief System,” and this is done by getting to know your client’s specific booking needs. This debrief system is similar to your intake system and can be created by asking a few key questions and documenting them in an organized manner.

1. Ask a client: How would you like to rebook? Would you like to schedule your next appointment now? Would you like me to reach out to you with a reminder to schedule in 3-4 weeks? If so, what is the best way to contact you: phone call, text, e-mail or Facebook? This conversation will let you know how to best serve your client. It will also allow you to reach out to clients in a professional manner when your schedule is slow. For example, “Hi Beth, it’s Lori from the spa. You mentioned that you would like me to reach out and remind you it’s time to book your next facial. I’m really looking forward to seeing you soon. Here are some available times.”

2. Next, find a system that reminds you when you will need to reach out to clients to get them back on the book. Many online booking systems or e-mail servers can send you reminders to reach out to clients. If you are a solo-practitioner, you can simply add a reminder to your smartphone.

3. This step is where the magic happens. I recommend you set aside 30-45 minutes one day each week to devote to rebooking clients. Rebooking is a crucial part of our success, and performing market research and creating customized systems surrounding how to rebook will help you generate client loyalty, abundance and flow into your business.

Send your questions to [email protected], with the subject line “Ask the Esthy.”

Lori Crete

Lori Crete is a licensed esthetician and the owner of Spa 10 in Encino, California. She is also the president and founder of the Esthetician Mentor, a business dedicated to helping beauty business owners around the world fill their appointment book, increase their profits and break through to the 6-figure mark. She is the creator of The Beauty Biz Show with Lori Crete and is on the editorial advisory board for Skin Inc. Magazine.

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