together with the client’s skin lab pictures on a tablet
so you are geared up for their next visit. Use this
information to follow up the next day to see how they
felt, if they have product/skin questions and what you
could improve upon for the next time.
4. LOOSEN UP ON SET SERVICE PROTOCOLS.
Just like those pizza toppings, clients want to pick
the length of their treatments: from a 30-minute
express spa treatment with no undressing necessary,
to a 90-minute ultimate anti-wrinkle technology
facial. They don’t want to be tied down to set
times and skin typing protocols. Personalization,
customization and tuning in to feel, look and listen
to what your client really needs is what reigns and
rings true for most of us today. Decide on the best
approach together. You know the tools and products
in your arsenal; your client knows their skin concerns
and what pains them. Collaborate and co-create how
the next 60 minutes will unfold. Add 15-minute touch
time blocks for extra attention to feet, scalp, back,
face or hands. Or just keep your hands off and let her
sleep off that jetlag for 30 minutes; sleep add-ons are
greatly desired in our sleep-deprived world. This level
of intuition and anticipation of the client’s needs is
something that may be better left to senior staff and
elite therapists as admittedly, it does require a good
amount of experience and people skills to get right.
However, it is a standard that junior staff should
be aiming for, and a concept that can be instilled
through good training.
5. LET CLIENTS GET CREATIVE.
I’m not going to suggest you have clients make their
own skin products. Believe me “leave it to the experts”
is sage advice from someone who understands
6. EDUCATE BEYOND THE TREATMENT SPACE.
the exact and detailed process of creating skin
formulations. Create a station that allows clients
to mix, customize and blend certain products like
serums, moisturizers, masques and exfoliants, while
providing them with insider tips. A row of glass water
coolers on the counter filled with sliced fruit and
vegetables for flavor (watermelon, lemon, cucumber,
lime and mint) makes an enticing, visually engaging
display that your clients won’t be able to get enough
of. Likewise, giving clients the chance to make their
own custom tea at a tea bar is a wonderful way of
helping them enter the calming and healthy ritual.
With beautiful glass canteens of dried tea leaves
and cards describing the skin and health benefits of
each tea, you are sure to create a memory of a great,
What are we sharing and teaching our clients for
how they can continue the work at home, at their desk
or in their hotel room? Add personalized “homework”
for the client, like neck and shoulder stretches and
techniques to alleviate “text neck” and wrist strain on
their “mouse” hand. Provide them with tips and videos
on how to incorporate a few minutes of meditation
or abdominal breathing using their personalized
elixir aromatic blend during a high stress or anxiety
moment during the day. Take it one step further by
offering private skin lessons or consults via Skype
or Facetime. Set up a date and video chat into their
home environment to see how they are using their new
products live. This not only gives you insight into how
to tweak their regimen or up their masking application
Give clients the chance to make their own custom tea at a tea bar.