Curating an Extraordinary Experience in Your Practice ( Part 1 ) | by Dacia Adamczyk and Stephanie DiIullo
If there is an abnormally long wait time , check-in with the provider to get an ETA for the client and communicate it to them . If they are waiting past their appointment , it ’ s good to check in with them so they don ’ t feel forgotten . Offer to help them with product recommendations , cash them out ahead of time when possible , or even offer a glass of water and the Wi-Fi password .
Always strive to make the client feel special . Ask them questions , befriend them , create connection , address them by their name , and keep notes on something you learned about them . For example , you may learn that they are having a bad day . Send them home with a care package of samples and goodies to cheer them up .
Conveying professionalism begins with your personal appearance and the appearance of your treatment room .
First Impressions for the Provider .
Some of the most important steps in a professional facial happen before you even touch your client ’ s skin . Another opportunity to create a great first impression arises when the service provider meets their client for the first time . This sets the tone for their overall experience of the treatment . It is also important to remember that a thorough consultation is crucial to providing a great service . Perfecting your consultation techniques will ensure that you convey professionalism , create connections , and gather the proper information to deliver a safe , effective treatment that will create clients for life . Now it ’ s the provider ’ s turn to deliver a positive , lasting impression . The following are critical steps that are often overlooked and can make or break the entire client experience :
Convey Professionalism .
Conveying professionalism begins with your personal appearance and the appearance of your treatment room . It is especially important with the concerns surrounding COVID-19 to ensure your workspace is spotless and sanitized before each client . If you want to be seen as professional and competent , you must act and dress the part ! It may seem vain to some , but if you decide to pursue a career in the “ beauty industry ,” part of your job is your appearance . There is a reason that part of aesthetics training includes personal hygiene and professional appearance . For example , you should arrive to class or work with hair neatly pulled back , nails short and manicured with clear or no polish ( nail polish can hide dirt and debris that may be hiding under the nails ), and your uniform clean and pressed with no jewelry that could potentially meet the client ’ s skin or create distracting sounds . “ People thin-slice others based on how a person looks and sounds , more so than their explicit verbal statements .” 2 Each client should be greeted with a smile and your name , good posture , and warm demeanor . Remember to ask the client if they need
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