Client consultations can be make or break for your salon business. Matt Taylor, education manager for Eve Taylor, shares his tips for perfecting the conversation – sponsored story
The client consultation is one of the most important parts of a beauty or spa service, but how do you make sure your therapists get it right every time? At Eve Taylor, we have the tools to help you determine if a chosen service is actually suitable for a client’s skin and if it will give them the outcome they want – avoiding common and costly mistakes often made in consultations.
Plus, with claim culture being ingrained within our society more, a proper consultation will help pre-empt any potential risks from the treatments you perform and limit any negative outcomes, protecting your business.
Our Consultation Card will help you take an objective view and treat the root cause of the skin issue, rather than recommending products and services to simply subdue the symptoms.
3 mistakes to avoid to get the client consultation right every time:
1. Not building a rapport to put the client at ease
To build trust and rapport with clients, while showing empathy and caring, dedicate a private area within the salon where you can sit and conduct the consultation face-to-face.
Using a consultation resource like the Eve Taylor Consultation Card allows you to ask many questions and explain their relevance to the treatment outcome should the client be puzzled as to why you’re asking. Conducting the consultation this way not only portrays a professional image but strengthens your credibility as a beauty therapist who they know wants to get the best for their client’s skin needs.
2. Not swotting up on what can impact the skin
Asking the client about their skin health history will indicate whether any ailments or prescribed medication are impacting their complexion. It’s always valuable to ask clients to bring a list of the medication they’re currently taking so you can do some basic homework and determine any effects the drug(s) could be having on the skin. Asking questions about their diet, lifestyle and occupation is valuable too as these greatly impact the skin’s condition.
For example, a high fat diet could be leading to skin congestion, while late nights and poor-quality sleep could be the cause of dull and tired complexions.
Plus, with clients now spending a high percentage of their time at work, you should also consider the impact air conditioning and central heating could be having on their skin.
3. Not finding out what the client wants to achieve
Ascertaining clients’ current skincare regime is critical, allowing you to get a glimpse of their daily routine and the products they are using and why, indicating if anything could be impacting their skin condition.
Determining clients’ expectations should never be overlooked either and it is important to ensure their satisfaction. With today’s heavy social media influences, clients can often aspire to have unattainable skincare goals, so you need to offer realism in a caring way, without belittling their objectives. The consultation also serves as a prime opportunity to discuss the steps to achieve improvements.
Rather than retailing at the end of a treatment when the client is often zoned out and not as receptive to recommendations, the consultation gives you a captive audience to discuss the right treatments and homecare for their needs.
Eve Taylor London can benefit your business with natural and affordable aromatherapy skincare and body care. Complete our professional registration to receive your introductory pack and a selection of samples. The brand has opening orders to suit business models of all sizes.