What makes you really stand out from your competition is the feeling your clients have when they leave your treatment room.

Whether your client is in for a 15-minute eyebrow wax or 2 hours for the whole pampering shebang, it’s critical to your success to give every client who visits your treatment room an amazing experience with you.

I personally LOVE it when my clients tell me they don’t want to leave the spa – it warms my heart and keeps a smile on my face.

Let’s revisit what it takes…

Here are some simple tips to ensure your client’s amazing experience:

1. Give him or her a warm welcome. This is what sets the tone of the appointment and will most likely be what determines if you have a future relationship with this person.  I’m sure you have heard the quote, “You never have a second chance to make a first impression.” It’s true, so be sure your greeting to them is warm and friendly. Always be sure to compliment them on something (i.e. – that color looks great on you, I love your shirt, those are awesome shoes, etc) and be genuine on it. There’s always something you can find to compliment on.

2. Give a professional consultation. It should go without saying but I’ll say it anyway. This is SO IMPORTANT!  Do not short change yourself or your clients here. You are a professional and they need to ‘feel’ it. Find out details about the client’s skin, lifestyle, their wants, needs and skin care concerns.  If this is done right, it will be a perfect way for you to up-sell add-on services and / or retail products to send them home with. You will know what their skin challenges are and you’ll be able to help them fix or manage them effectively. Make notes that you can review next time they schedule an appointment with you. Nothing makes you more amateur than asking a client the same questions over and over again. Caring professionals remember (with accurate and consistent notes).

3. Offer a memorable moment. Think about some of your most memorable experiences when you where a customer of a business.  What stands out when you reflect back? The moments that pop into your mind are probably the ones where someone took really good care of you, provided you with amazing value and made sure you were well taken care of. Now, strive to provide this experience for every client!

4. Follow up. Follow up. Follow up. Get the message here? Thank you cards, phone calls, haven’t-seen-you-in-a-while reminders and referral thank you calls are all examples of good follow up. Make it easy for your clients to rebook even if they didn’t do so before they left. You aren’t bugging them, you are taking good care of them and it will speak volumes. Again, take notes (just like doctors do right after they walk out of their exam room) so you can keep track of the client’s experience with you and their progress as you continue together.

5. Stay relevant and on top of your game. Things change constantly. As a society, we are growing and improving all the time. The latest and greatest thing that you learned just 5 years ago may now be old news. Make sure you are growing with the times so you can continue to give your clients the best of the best. It’s not a very good feeling when a client asks you about some treatment a friend of theirs received from a competitor and it’s something you’ve never even heard of. Now, it’s not necessary for you to offer every treatment out there or to know everything about them. However, you do what to know something about them – enough at least to be able to carry on an educated conversation about it. Read trade publications, build relationships by networking with like-minded professionals in the industry so you can support each other and keep learning. Whatever you do, never stop learning and improving.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~Maya Angelou

If you’re looking for help with step 5, there is still time to get in on the Esthetician Success Master Class live event. It’s the fastest way I know of to gather your esthy-power tribe and learn mad skills for growing your business. For more info on how to join us, click here.

I’d love to see you there!