Hope is not a strategy!
For those of you who are not focussed on in-salon education every year, what follows? Staff leave because the team culture does not embrace new ideas; their roles are not empowering, educating or providing them with growth as team members. In turn the clients become despondent with therapists writing; “ditto, same as last time”, on the client treatment record histories. Clients require scientific- evidenced based skin type treatments that are results-orientated as much as the providers of these treatments need this approach to keep them enthusiastic and empowered. It is imperative in business to appreciate and empower all individuals in salon; staff, clients, leaders and suppliers to that business. Salon owners and managers, it is truly advantageous to create a set of procedures in salon that enable every Beauty/Dermal skin therapist to walk on a visible, scientifically knowledge based pathway.
Not all questions have equal potential to lead to novel solutions but all questions must be asked. Explain to your client why you are asking them; e.g. How old is the client? (You must know the chronological age of our client as well as their cellular age in order to create solutions and results that are exactly what this skin needs that you are attending to). Resist offering solutions at this stage and resist burdening the discussion with assumptions! Questions are most productive when they are open verse closed, short versus long and simple versus complex.
In 80% of this consultation time you will get one answer that will usually totally reframe the problem and gives you a new angle as to solving the “leading skin cause” for your client. Now this is exciting as you now both have a more meaningful skin challenge to conquer.
Teach your staff this efficient path to fresh perspectives and creativity.
The consultation process gets easier the more you do it.•You can feel awkward asking new clients all of your questions, but the new client wants results and value for money, as you would, so get on with those questions.•The tough questions need to be asked. Do not overlook a major issue on the face or body that is clearly visible. I refer to this as the, “elephant in the room”! Ask the question…
Now you will have a clinical daylight visual to show your client. Expand the screen to show skin barrier disorders and visible pigmentary disorders as a discussion point with your client. You are now at the beginning of your solution based journey.
Please note -In order to be effective, you must relate these clinical visuals, from the Skin Analysis device, to the client in a conversational manner as opposed to a confrontational manner. We need to offer relevant, achievable solutions in a way that will allow our client to visualise the results they will see in order for them to:• Achieve their goal; • Solve their problem [that elephant in the room] and/or;• Satisfy their skin or self- esteem, need.
Your role is to assist your client to get a positive result. Your responsibility as a skin therapist is to study all of your in-house skincare in order to create an affective prescription, including information on how to use the range as well as relaying the benefits of the products you have chosen. Add the clients’ cellular age-based time frames around your prescription and use the clinical visuals to prove before and after results when your client returns on the agreed upon date.
Clients love to buy but dislike feeling sold to
Your client will resent pressure. Ask your client skin related solution-based questions that show respect to your client. The answers will lead and build to a suitable solution that will then be encapsulated into an in-salon [ 6 -12 monthly] treatment programmes and a results driven homecare retail package.Using innovative technology means we create awareness around being customer focussed and become aware of ‘solution needed conversations’ based on a scientific process with a cell phone or an iPad or a skin diagnostic device proving clarity, understanding and proof to our clientele. Getting beyond, pushing hope in a jar!
I have found that with my own OBSERV Skin Diagnostic device work over 5 years that all of my client’s resistance is overcome as I show them with their own clinical visuals, how to generate the results they want and desire for their skin!