Make Someones Day

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Client Experience

Imagine this scenario, because I know for a fact that it happens.

An elderly client, maybe in her sixties. She lives alone. She doesn’t get to speak to many people during the week and may have some days where she doesn’t see anyone.

She saves some money so that once a month she can have an hour long manicure. It’s not just about the manicure – she could do that at home herself.

It’s about the chat, the experience, mixing with people she can talk to…. for one hour every few weeks.

Her experience is in your hands… what do you do?

You’re having a busy day in the salon. It’s client after client and you’ve just had that one awkward lady in that’s hard work and is never happy (even though she keeps coming back).

Your next client is sitting patiently in the waiting area even though you may be running a couple of minutes behind.

The thing to remember is… They don’t care whether you are having a good day or a bad day.

Any why should they?

Unless they are a regular you already have great rapport with, you don’t know why they are in the salon today. They don’t (and they shouldn’t) really care about whether you are having a good day or a bad day. They are in the salon for them.

You have a split-second choice to make

  1. You could carry your “I’m very busy” or “I’m having a bad day” attitude into their day. Or,
  2. You could realise that this is their moment – their experience.

We all know the obvious answer and it’s easy to say it. But in reality?

I work in a beauty salon so I see it. Some therapists let stress work its way into their day. It’s not fair on the client, it’s not fair on your colleagues and it will affect your ability to do a good job, give a great experience and nurture a regular client.

Top Tips For Beauty Therapists

Empathise

Put yourself in the clients shoes. Imagine it’s you going for a hair cut or a meal with a loved one. What customer service would you expect? What would make it memorable or remarkable?

You have to have great flexibility to think outside of your own life, especially if the client is a very different kind of person to you and definitely don’t assume you know anything about them or their life – that’s dangerous.

Ask questions and listen

This is the number one skill of a great beauty therapist. Get to know your client. Ask a question or let them talk and… let them talk.

People love talking about themselves. Don’t start telling them all about your day – they are the one paying to have the beauty treatment.

Some clients will be more forthcoming with information but it’s your job – the skill you need – to assess your ongoing relationship with the client and react accordingly.

When you get it right, you’ll know. It’s called rapport.

Leave your home life at home

Easier said than done, but a good beauty therapist will be able to turn the charm on whether they are having a good day or bad.

You already have a ‘character’ or persona for your job, like an actor. The you that sits at home or goes out to a bar with friends is a different version of the you that works in a beauty salon delivering beauty treatments. The beauty therapist that you become when you walk into the salon is entirely up to you. Why not make it a great one?

Use feedback

You know that when someone comes into your life – even if it is a client at the beauty salon for just an hour – you know if you’ve hit it off or not. Ask people around you what they thought.

Every piece of feedback you get as a therapist is good, especially if it helps you become a more flexible communicator. So, accept feedback, and work on the areas of your job that need development.

People are just people

Last but not least, remember… we are all just people doing the best we can with the skills we have available to us. That includes your clients, me, your family and friends, your colleagues in the salon and, of course, your clients.

Accept that your are in a great position as a beauty therapist to make someones day. Why not try it?

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About Author

Working in Hampshire (UK), myself and my wife have a beauty business. I'm the guy that sits in the office doing marketing and numbers. My experiences are based around these skills.

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