Seven Ways to Secure the Client Rebook

Examine the skin before any procedure. Every time. Even if you have seen your client a hundred times before. Even if you’re just doing a routine facial. Take the time to examine the skin and look for any changes, irritation, sensitivities, or breakouts. If it’s the first time you’re seeing this client, it’s even more important. First, for assessing their needs and tailoring your treatment, but also for gaining your client’s confidence.

Ask questions—are they going through a stressful period, hormonal fluctuations, drug intake, hormone supplements, birth control pills, anything that might be affecting the condition of the skin—and listen to their answers.

Make the consultation count. If you’re seeing a client for the first time or for a bigger issue such as treating acne or hyperpigmentation, you’ll certainly be doing a thorough consultation.

Discuss their long-term skin care goals. Don’t make assumptions based on what you see on their face, but rather ask, listen, evaluate, and then make a skin care plan. Talk about the options, the details of the procedure, and outline expected results. The more information you can share with your client, the more comfortable they will feel. And that’s what builds long-term relationships.

Don’t rush. Make sure when scheduling appointments that you allow enough time for an analysis or consultation, plus the treatment. You want to have plenty of time to gather the information you need, get to know your client’s personal goals and to complete the treatment without cutting any corners. You want your client to leave feeling relaxed and confident in your work.

Know your product. Navigating the product landscape can be confusing for clients. As a skin care professional, you can offer trusted, expert advice to help support and maintain the benefits of your treatments. By extending your clients’ success through your recommendations for the right home care products and consistent regimen, you ensure they see your treatments as an essential component of their positive results. They’ll not only want to return for more treatments; they’ll want to return to re-up on products.

Keep It Clean. There is nothing that will turn a customer off faster than a spa environment that appears dirty. Of course, you understand the importance of sterile equipment and table, but make sure you extend that vigilance to areas like the front desk, the waiting area, the restroom. Everything should be immaculate.

Provide a great experience. It’s not just about how well you perform the specific treatment; it’s about the entire experience. From the welcoming greeting when your client arrives to the chit-chat in the treatment room to the art on the walls. Details matter. Make sure your client feels comfortable, confident, and exceptionally well-cared for and they’ll want to return again and again.

Follow-Up. Give your client a call four to five days after their appointment to find out how things are going. Don’t just ask if they are applying their products. Ask how they are applying them. By asking how, you engage in conversation and find out about their daily routine. You are more likely to get a truthful answer. You gain insight. And you will ensure they get the results they’re expecting.