Are you feeling a lack of overall manners in your skin care facility? Here are #10things you can do to restore etiquette in your business for a more considerate environment.
- Greet your client with a welcoming comment and a smile—not a question. Replace, “Do you have an appointment?” with “Good Morning!” or “Welcome to XYZ spa!”
- We all need more appreciation. Say “thank you” more often. “Thank you for folding the towels.” “Thank you for arriving to your appointment on time today. I appreciate you coming in.”
- Revisit a phrase that has gotten lost in the shuffle: “You’re welcome.” It is the proper response for when someone expresses thanks. Other options include, “My pleasure!” and “No, thank you!”
- Look into the eyes of clients, coworkers, your barista, your partner—every person you speak to. If we looked at people with the same glowing eyes we use when we talk to our pets, the world would be a very happy place.
- Give a compliment that is actually about the client, not you. For example, saying, “I love your sweater,” is about you—but saying, “That sweater really shows off your green eyes—you look great!” is a compliment about the client.
- Introduce and promote your team and guests with titles. Example: “Aimee, this is Maria, skin specialist and an expert here at XYZ spa. Maria, I want you to meet Aimee, one of our favorite guests.”
- When handing clients their purchases, walk around the counter. Hand them the package and tell them that they made smart purchase decisions. Handing it over the counter and looking down at the register is what happens at the mini mart.
- Personal information should always remain private. Sharing information about clients and your team is not only bad etiquette—it is unethical. You will be respected and trusted if you listen more than you speak.
- Changing commonly used words can enhance the experience for your clients. Instead of “book an appointment,” say, “schedule a reservation.” Rather than “I can’t do that,” respond with, “I’m unfamiliar with this, but let me see what I can do for you.”
- Mail a personal handwritten thank you note with your spa’s logo. Check the spelling in your message and be sure to show appreciation.
“God gave you a gift of 84,600 seconds today. Have you used one of them to say thank you?” –William Arthur Ward
Founder and owner of the San Francisco Institute of Esthetics and Cosmetology since 2002, Deedee Crossett is an industry pioneer for raising the bar of undergraduate education for cosmetologists and estheticians. She can be reached at www.facebook.com/deedee.crossett and Twitter @DeedeeCrossett #10things.