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Elevating The Client Experience: Small Edits, Big Impact
28 Plays9 hours ago
The difference between a good service and an unforgettable experience is in the details. In this episode of Beyond Esthetics Podcast, we dive into the art of refining the client journey—from the moment they discover you to the way they feel after they leave your space. Small, intentional edits in your processes, communication, and ambiance can make a massive impact on client retention, referrals, and overall success. We’ll explore the blind spots many beauty professionals overlook and share actionable ways to elevate every aspect of the client experience. If you’re ready to stand out and create a brand that clients rave about, this episode is for you.
Find Us:
@sweetcheeksuniversity @the_esthi_coach @beyondestheticspodcast
hello@beyondestheticscoaching.com
www.sweetcheeksuniversity.com
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Transcript
Introduction to Beyond Aesthetics
00:00:02
Speaker
Good morning, everybody. Welcome to Beyond Aesthetics, the podcast where we dive deep into the journey of estheticians who aspire to grow, not just professionally, but personally and spiritually.
00:00:13
Speaker
This is a space where the art of aesthetics meets the soul and the power of community fuels transformation. Whether you're looking to elevate your skills, expand your mindset, or align your career with your deeper purpose, you're in the right place.
00:00:25
Speaker
Join us as we explore stories, strategies, and insights that go beyond the surface because growth happens from the inside out. This is
Good Service vs Unforgettable Experience
00:00:32
Speaker
Beyond Aesthetics. Let's grow together. i am your host, Jessica Peterson.
00:00:37
Speaker
And I am your other host, Tiffany Orr. And we are very excited to bring you this episode today, Elevating the Client Experience, Small Edits, and a Big Impact.
00:00:48
Speaker
And I'm going to just read this episode description for you because it's so beautiful. So this episode is going to be all about the difference between a good service and an unforgettable experience that is in the details. In this episode of Beyond a Settings Podcast, we dive into the art of a refining the client journey from the moment they discover you to the way they feel after they leave your space.
00:01:10
Speaker
Small intentional edits in your processes, communication, and ambience can make a massive impact on client retention.
00:01:20
Speaker
referrals and overall success. We'll explore the blind spots many beauty professionals overlook and share actionable ways to elevate every aspect of the client experience. If you're ready to stand out and create a brand that clients rave about, this episode is for you. And
Enhancing Client Retention and Success
00:01:35
Speaker
we're really excited that you guys are here with us today as we discuss this topic.
00:01:39
Speaker
Absolutely. I'm ready to get into it. This is going to be such a great episode. They all are but I'm excited to talk about actual treatment room experience. this week.
00:01:51
Speaker
Same. It's been, it's been on my heart and I had, an amazing facial yesterday. And so I was the whole time, like going back and forth. i I think we can all agree, like as professionals, it's really hard to turn off our professional brain when we're getting a professional treatment. Right.
00:02:07
Speaker
And so, but I was every single aspect of that facial. I was like, oh, this, and then this, and then we're going to talk about this because there's just so many things that add value to the service itself because it is so much more than the treatment itself. And it's so much more than the products that you're using in the treatment room. And it's so much more.
00:02:25
Speaker
so we're going to start at the top and then we're going work our way down. Okay. That sounds awesome. Yeah. All right. so let's start with why the client experience needs a constant refinement.
Building Emotional Connections with Clients
00:02:41
Speaker
So what is the difference between a service provider and a brand? Do clients just come to you or do they feel emotionally connected? So that's something that I feel like definitely gets missed in the treatment experience for multiple reasons. If you are...
00:02:58
Speaker
I mean, it depends on where you work, right? If you're working for somebody else, sometimes it can feel like a revolving door if you're really busy and you're not mindfully creating a connection with somebody.
00:03:10
Speaker
And so no matter which position you're in as an esthetician, it is really important to focus on that connection and create an emotional experience for them um from start to finish. But also if you are a solo esthetician, it becomes you know that much more important and it really starts from the time that they book. And so it's definitely something to be extremely mindful about is creating more of an emotional connection and a whole experience for them versus just going in to, you know, get facial because they can go get a facial with anybody.
00:03:46
Speaker
Right. And it really does set you apart. And like you said, even when you're maybe working for a different business, having your because again, it comes back down to you are your brand. So whether you're a solo esthetician, whether you're working for a company, you're still your brand. And that brand is a whole vibe.
00:04:02
Speaker
that sets yourself apart from just somebody down the street who is just doing facials, you know, and it's just kind of run of the mill and we don't want to be run of the mill. We want to be exceptional and we want to pour into our clients and we want to nourish those relationships. So those clients want to come back to us and feel the need to rebook with us. And it just
Growth Through Continued Education and Consistency
00:04:21
Speaker
adds to the whole experience itself and ultimately adds to your success as an esthetician, no matter what type of esthetician you are again, you're solo or if you're working for somebody else, or if you have big goals and big dreams, like I hope you do.
00:04:34
Speaker
um So that brand really does help create and foster that emotional connection with your clients. It does. And i think if we can really stay focused on creating that emotional connection, they are going to keep us in their budgets. It's a really big deal that they are spending that money with us.
00:04:53
Speaker
Facial services are not cheap. And so, you know, when they are putting us in their budget and they're buying the products from us and they're looking forward to seeing us,
00:05:05
Speaker
We want them to continue to do that because that's what builds our business. And really feel strongly that if they have a deeper emotional connection with us, it's going to prioritize us right in their budget, in their schedules, which is really important. If you aren't creating that value and that emotional connection for them, you might be the first thing to go if they were to ever need to look at that.
00:05:31
Speaker
the And to be clear, when we meet, when we're talking about your brand, we're talking about more than your logo and more than your color schemes and more than, you know, your aesthetics of your social media.
00:05:43
Speaker
Your brand is your core values. Your brand is your mission. Your brand is how you present yourself in person and on social media and making sure that the two of those match.
00:05:54
Speaker
Your brand is your authenticity. Those are all aspects of your brand. So we really wanna to make sure that um we're, for paying attention to the the energetic branding and the physical branding aspects.
00:06:09
Speaker
Yeah, such a good point. Your brand is how you make people feel. How do people feel when they see your brand? And so that's a lot of what we're talking about here too.
00:06:20
Speaker
So the client experience is fluid. It should evolve as your business and your clientele grow, right? it's and It's always going to be evolving and it always should be evolving and you should be evolving. And it kind of comes back to that um personal professional development that we're always paying attention to and being intentional with that.
00:06:40
Speaker
Yes, absolutely. and I think to just continued education, im paying attention to, I don't know, a lot of, so lately I've worked with a lot of estheticians who love to watch other estheticians in a positive way and, you know, have these takeaways from how other estheticians are doing their services and the things that they're seeing. And so I think that there's a lot of really good resources and like social media is one, right? But then classes that you can take and going to the aesthetic shows and those types of things are going to help you to know how to elevate your services and how to edit and audit that experience as you go and as you grow. And hopefully the companies
Staying Passionate and Authentic
00:07:25
Speaker
that you are partnered with can help you with that too.
00:07:29
Speaker
That's a big deal too. I think when you're, when you have an open mind to just want to learn more, then those opportunities are going to flow their way. So for everybody who's listening to this episode right now, you are in a growth mindset, obviously, because you're tuning into, you know, this podcast and you're, you're seeking out information and you have the mindset that you don't know everything yet. Even if you're a seasoned esthetician, even if you're a veteran esthetician, actually the most ah successful,
00:07:56
Speaker
Beauty professionals are ones who are always willing to learn and grow and have this very humble mindset that, um, that you don't know everything. I don't ever want to get to a point in my life where I think I know everything.
00:08:08
Speaker
Absolutely not. How boring would that be? Especially in our industry, it's just always evolving. It's always changing. And that's what I love about it is that we get to grow with that. And the same goes for services. My services now would be totally different than they were, you know, previously. And that's just what's so amazing and so fun.
00:08:27
Speaker
Yeah. And it keeps it exciting. It's never boring. Yeah. it's And you know what? It is just as important. This is but something I hadn't thought about before we started recording, but it's just as important for us to stay very excited and engaged in our services as it is for our clients.
00:08:46
Speaker
clients too, right? Like we want to create this beautiful experience for them. And that is what this episode is all about. At the same time, the treatment room is boring after time. And I think we've all been there where, you know, the lights are low and the music is quiet and we're basically using the same products and doing the same things over and over. And you can really get to a point where you are in a rut. And so as you're auditing, as you're learning, as you're growing, changing up what you do and just adding in these little bits and pieces and being so much more mindful, it's amazing for you too
00:09:26
Speaker
you know what is so crazy too. i think that is the number one reason why I wanted to be with Eminence so
Authentic Brand Representation and Client Trust
00:09:35
Speaker
bad and wanted to be a trainer and a rep because it took my treatment room experience for my clients and to trainer rep.
00:09:43
Speaker
to a whole different level. And so the client experience and what we're creating for them, it isn't just for them. It's also for you so that you don't get bored and burned out either. And that you continue to stay in love with and engaged in the services that you're providing. Cause it can, it can get very monotonous in there.
00:10:06
Speaker
That's what, that's the word that was coming to mind is it can get a little monotonous and companies like Eminence who are always coming out with new products and especially professional products. And so we get to create these new protocols and we get to bounce ideas off.
00:10:19
Speaker
And, ah you know, change up the way that we're doing things in the treat room does keep it exciting. And it, cause that, that energy transfers either way to our clients. right And so it matters how we show up.
00:10:29
Speaker
It matters how we, when we're not in the treatment room, how we feel about the rest of our day and the rest of our lives, right? If we're bored to death in the treatment room, then that's going to filter into our personal life, which is no good.
00:10:43
Speaker
And that's also going to filter into our client's experience. They will feel that energy, even if you're doing all of the right moves and all of the right things. If your energy is off about it, you actually don't want to be there because you're bored at AF.
00:10:54
Speaker
They're going to feel that. And wouldn't you also want to be with an esthetician or spending your money on services with an esthetician who was very, very growth focused that they were adding in cool things to their services. And we know that they're always learning and being educated. They will see that and they will feel that, like you said, and it it rubs off in the treatment room and it does add to your value as an esthetician. So, and it's not just eminence too. and There's a lot of good brands that that do that. and Skin Scripts is really great about stuff like that. I
Personalized Client Engagement
00:11:34
Speaker
think Green Envy is great at stuff like that.
00:11:36
Speaker
I just always bring up eminence because that's obviously my world. That's 90% of my life and Tiffany's life, are really. no so and So we do reference that a lot, but just now, like.
00:11:47
Speaker
Yeah, there's great companies out there. all skin care We really do. It's really about the skincare, but really it comes down to like staying passionate in your role because is going to matter when you do have to raise your prices or want to raise your prices, not even have to, when you do have to make changes in your policies.
00:12:05
Speaker
Your clients are going to ah pivot with you through those things. Easy peasy. When that passion is still there, when you still care. Yeah. really what we're trying to talk I know that she is doing education. Like I know that they're always learning. I know they're always adding. I know they're, that's such a fantastic point.
00:12:26
Speaker
Yeah, I love that. So yeah, client experience is fluid. It should evolve as your business and your clientele girl, like Tiffany said. And um yeah, and so the next goal is a seamless luxury feeling experience at every touch point, no matter your price point.
00:12:44
Speaker
yeah Which can be really hard. It can be hard. Like literally it's so hard when you have one facial that's $175, but then you get booked for a facial you're charging $85 to $90 for. It's really easy to lower your energy and the value that you're giving because you're not making as much money and you just can't do that right because and there's so many different reasons because that client if you ever do want them to elevate their service that they're booking you know we want them booking the 175 dollar 90 minute services you know instead of those 90 dollar one hour services or whatever that might be
00:13:33
Speaker
um Because you are offering such beautiful value, regardless of the price, they are going to be more likely to stick with you, to recommend people to you, to elevate eventually.
00:13:49
Speaker
You know, we graduate them into starting to book those higher dollar services. So it doesn't matter what they're booking, even if it is just for, you know, if you have express services on your menu, if you're doing brow waxing, all of those little things matter because how we do one thing is how we do everything. So you're either committed to excellence and to service.
00:14:11
Speaker
or you just simply are not. And that speaks volumes to who you are, your authenticity, your character. um i feel the same way in my role. It really does make me remember that I don't treat anybody differently, regardless of the size of spa partner that they might be. Everybody is like family. i do the same things for everybody.
00:14:34
Speaker
And, and that's so important to me. That's one of my highest values. And so it's really the same thing. Oh yeah. And I want to highlight for our estheticians right now who are maybe working for somebody else and have the big dream of going out on their own. It matters more right now, how you are committing to your excellence and your service.
00:14:59
Speaker
in the role that you are right now, because that is what is going to get you to that big vision and that big dream. And it really is the practices that you put in and the consistency with all of your services and the energy you bring to all of your services. Again, no matter if it's a $10 service or a $200 service or anywhere in between, that's what's going to matter. And
Sensory and Personalized Experiences
00:15:19
Speaker
that's, what's going to get you to your goals quicker is if you can commit and you can really stay passionate in that. And I would, would completely agree.
00:15:26
Speaker
I love to get to a point in my own career, no matter what it is, whether I'm in the treatment room or I'm, you know, in my educator role of being so deeply passionate about what I'm doing that I would do it for free.
00:15:39
Speaker
Of course, I love the financial abundance that comes with it. And of course that's, you know, why I'm here, but I would do it for free because I love it that much. And I love my clients and I love the whole experience. And I know that it's, um, like it's a bigger picture thing.
00:15:55
Speaker
And so, Having that passion is just, it's what it's about. It is, and if you don't have it now, you're not automatically going to have it just because you go out on your own. That's not how it works. So you are correct. Just have having those practices in place, having those values, having that consistency. and um You don't suddenly start acting different but just because, you know, now you do open up your own space or you go work for somebody else. No, you need to practice excellence no matter what, because it's habits. It's small, consistent habits.
00:16:30
Speaker
Yeah, absolutely. Okay. The next topic that we're going to talk about identifying gaps in your current client journey. So we want to talk about the first impression check.
00:16:41
Speaker
What's the vibe of your social media, your website and your booking process? Because this is how clients are your um more than likely discovering you and they're checking you out and they're kind of, do you know, taking it all in and seeing if you are a right fit for them and if they want to spend their money with you and if you're a trustworthy esthetician or beauty professional that they can come to.
00:17:01
Speaker
um So first impression check. Let's dive into that. Yeah. So is it clear, inviting, reflective of your brand energy? so what you're putting out there really matters, how you are presenting yourself on your social media, on your website.
00:17:20
Speaker
um i think that the le that that first point, is it clear? you know, is it easy? Is it clear? is it straightforward?
00:17:31
Speaker
i think the booking process should be very simple and inviting. Oh, very. And it should be, if if if it's confusing, if it's hard to get to, if it's like hidden and you can't find it, if they don't, can't figure out what your name is off of your social media or your website, that is such a pet peeve of mine. I am going to die on this cross.
00:17:53
Speaker
Put your name in your bio on Instagram, please. It's wonderful to have a brand. I think it's important to have um the name of your company, all of those things are important. But if, you know, I want to go discover who you are and I don't know what your name is, that is an instant turnoff for me.
00:18:10
Speaker
And so it has to be very, very clear. Being clear is kind and, you know, paste your booking link everywhere. It should be, if you're on Facebook, it should be in your link there or your bio there. If you're on Instagram, it should be there. If you're on TikTok, it should be pinned at the top, like make it so easy and be willing to like go the extra mile and offer,
00:18:30
Speaker
Hey, let me send you my link. Let me text it to you. Let me DM it to you. Like, instead of just saying link is in the bio, that's how you find me. And that's just like, that's really not doing it anymore. Maybe it did when Instagram first came on the ah scene and we could put links in our bio and it was like this new, um, Avenue, but that's really not doing anymore. That's like not what's going to close the deal for you.
00:18:53
Speaker
No, you're so right. I was actually thinking a lot about that yesterday, this exact conversation. um And so when we say make it simple and make it easy and, you
Client Follow-up and Gratitude
00:19:04
Speaker
know, make sure that it's inviting, it's, I love that you said, send it to them directly because that is definitely inviting them in to book that service. And that is going to feel amazing for somebody. And it's going to help you to stand out because everybody else was like, like the link in my bio, we don't click links and bios anymore.
00:19:24
Speaker
and you know we up too ah I also want to highlight really quickly too our older generation of women, especially who are not techlo technologically savvy and they have a hard time, you know, finding links and maybe they are on Instagram, but they don't know how to like navigate that.
00:19:44
Speaker
Remember that we are here to serve and There is nothing wrong with like saying, Hey, can I call you and walk you through this? Or can I book you myself? What would you like to book? I'm available at this date or this date. What works best for you?
00:19:58
Speaker
There's just, I think technology has gotten in the way of like that personal connection a little bit. and we feel inconvenienced when somebody doesn't want to use the technology that we pay for or that we have at, you know, there are clients fingertips.
00:20:13
Speaker
And again, it's just one tool in our toolbox, but we have many and most of us, you know, know how to have a conversation on the phone. If you don't start practicing now.
00:20:24
Speaker
um So just to remember, it really comes down to service and there's nothing wrong with going above and beyond to like help your client book an appointment. Even if it's kind of a pain in the butt to do it, that's okay. Be happy to do it. Make sure you say thank you and do it with a smile and have like but a kind voice when you're walking them through that. Don't sound inconvenienced.
00:20:46
Speaker
All of that is energetic energy that is going to transfer over. Yeah, show gratitude. They want to book with you. which means they want to spend their hard-earned money with you. Absolutely. That's huge.
00:20:58
Speaker
Yes. so We need to also be looking at every client. So this energy here is what matters too, because we want to look at creating those long-term relationships with these people, because that means they're always booking with us. They
Conclusion and Community Gratitude
00:21:12
Speaker
are referring people to us. They are buying from us. And so this starts From the very, very beginning. And especially with, you know, your older clientele that they probably even have more money than we do sometimes, you know, a lot of them do, or sometimes they are on a budget. And so either way, um we're looking at that, like, where's the, how do I create a long-term relationship with this person? So picking up the phone is not that big of a deal. You guys, none of us really love to do it, but it doesn't take very long.
00:21:47
Speaker
And offering to make that as easy as possible with all of our clients. So um clear, inviting, and then making sure. So, you know, there's definitely been times where we're in such a social media age that we can come across on social media any way that we want. So you can put yourself out there on social media as being one thing. And then in person or when somebody's booking with you, they end up being completely different.
00:22:16
Speaker
And that's a huge problem. And it's something that I would love to encourage everybody to truly consider it How authentic are you really being? Are you the same person in person and better? Yeah.
00:22:32
Speaker
You are showing up on social media. I hope I'm better. i really do I hope when people meet me, they are like, wow, I'm You are even better. You're even more down to earth. You're even more authentic.
00:22:45
Speaker
And that's how i feel about you too. Like meeting you in person versus who you are on social media is very cohesive. If not, you're even better in person, like even more intimate and authentic in person. And so we need to make sure that this is really cohesive because we also don't want and somebody to be like, oh my gosh, look, she's such an incredible esthetician. She performs these amazing services and she's so smart and she's this and she's that. And then they meet you and you are a dud.
00:23:13
Speaker
happens. It happens all the time. want people to meet you and be even more blown away by who you are in person. Or even worse, when they meet you in person and you're a B-I-T-C-H.
00:23:28
Speaker
That's a big one that I see a lot. Even vice versa. Where I'm like, you up on social media, like so arrogant. Are you like in person or are you like amazing in person? And you're just following social media trends and norms. And that's a whole different conversation. But it goes to all, like both ends of the spectrum and everywhere in between.
00:23:50
Speaker
is who you are in person, reflective of your social media, your website, and you know everything that you're putting out there about yourself. Yeah, absolutely. It's so, so, so important. That's why we're starting in here at the bottom and working our way towards the service itself, because it really all matters. You can you can have the most amazing service.
00:24:13
Speaker
You can be the most amazing esthetician. But if you don't have some of these fundamentals that lead up to that, You're not going to get your clients to rebook. And honestly, it's going to it's going to reflect on your business in some way.
00:24:23
Speaker
Being smart isn't enough. no, no, no, no. Being smart's not enough. ah Being super educat educated is not enough. Offering an amazing service is not enough.
00:24:34
Speaker
You have to learn how to connect with people. ah It really comes down to people and your willingness to serve over and over and over again and stay in that service and stay grateful. And,
00:24:46
Speaker
um i just kind of like pour into that connection. And it also doesn't mean ah that you are like super outgoing and you're this, it's an energetic thing. They know that you value them and care for them and that you're authentic and genuine or you're not.
00:25:05
Speaker
the Yeah. And authenticity always comes through. You can fake it for a while, but it will come through to the surface. And so that really matters too. And if you're somebody that maybe is a little bit out of alignment,
00:25:16
Speaker
with how you present yourself on social media and how you are in person, just grow through that and evolve through that and be intentional with that, like bring attention to it and be honest with yourself and be like, okay, you know, maybe I've gotten a little bit out of alignment and just kind of start from there. And it it really will come when you put that genuine intention on it and um just kind of, and it's just be brave in that. I think there's, it it takes courage to do that and that's okay.
00:25:44
Speaker
Yeah. I love that so much. So the emotional journey of your client, do they feel seen and valued from start to finish? And looking at and auditing where in the process might they feel unsure, overlooked, or rushed?
00:26:02
Speaker
now That's a very, very valid points. Do they be feel seen and valued from start to finish every single time? And that's, again, it really starts with the communication process of when they reach out, when they inquire about your services, when they ask questions about skincare products, when they go to book an appointment to the time they walk in your door, right? We want to welcome them We want to make sure that even if we ourselves as the professional are maybe a little bit behind or running late, or say somebody walks through your door,
00:26:35
Speaker
And they're 15 minutes early for their appointment. And that 15 minutes was the only time that you had to use the bathroom and to like shove some food in your mouth. And it is a little bit of an inconvenience and we're still going to greet them and welcome them and be grateful that they're here, that they actually showed up for their appointment. And they're again, choosing to spend their hard earned time and money with you.
00:26:59
Speaker
And so that's really what we're talking about is making sure from start to finish, they feel seen and valued. And then, of course, throughout the treatment itself, and then finishing up that treatment process, too. And so there's a lot we're going to let's di deep dive into that. What are your thoughts, Jess?
00:27:15
Speaker
um'm I think that that is. Yeah, well, we can just kind of go there because let's talk about. before the appointment. A more personalized booking confirmation is a big part of that too, I think, like a voice memo, a custom email, a prep guide.
00:27:36
Speaker
who So if we want to start getting into specifics, that's basically the best place to start is before they actually get there for the appointment. What does that, what does your booking confirmation look like? Is there any contact or you know, something from the time that they book to the time that they get there. What does that look like in between? So voice memo is an option.
00:27:58
Speaker
i think a custom email with a little bit of a prep guide would be amazing. And that can be custom generated through your system. yeah Oh yeah, for sure. um or it's not hard to do. It's not hard to set up an automated email and send and that too.
00:28:15
Speaker
um But I think most booking systems, I feel confident in saying that you can send that out. Um, and that would be amazing too, especially for a brand new client who doesn't know what to expect and maybe hasn't had this type of service or treatment before I'm going to use Brazilian waxing as an example.
00:28:32
Speaker
So when they have somebody brand new that has never had a wax before, or say that they use my booking system and that name comes through and I don't recognize that name.
00:28:42
Speaker
So I'm going to reach out and just thank them for booking their appointment. Let them know. I'm so excited to see them. And then go through my guidelines to, um, in order to get a wax, right. You need a certain amount of time a hair grow out and just ask some key questions if they've had a wax before and then give them my prep guide of how they can prep, what they can expect, what to wear to their appointment, what the process is going to look like and kind of ease their fears. Cause Brazilian waxing is just, it's something that women get, um, can feel a little bit nervous about and rightfully so. Right.
00:29:18
Speaker
And so you can transfer that in any of your services, your facial services, or if they're booking a micro needling treatment, that's also something that we definitely reach out beforehand to make sure that they're a good candidate for micro needling, make sure they don't have any contraindications, let them know what they can expect, what the healing process is going to look like. It's all, it does help them come to their appointment, not only prepared because there's certain services we want them to be prepared for.
00:29:43
Speaker
but it helps ease that, um, any like fears or tension or um uneasiness they might have. And then it helps you as a professional, like you've already established this foundation with them because you've been so helpful before they have before the treatment has even started, yeah right?
00:30:03
Speaker
Yes. I love that. Use chat GPT. Go through every single service on your menu. Use chat GPT to come up with a cute template, a cute like intro prep guide, and then just use Canva to make that queue and be emailing that out.
00:30:21
Speaker
um I think that would be amazing. I think that's a really, really great point. And then I just want you to clarify, do you, so as soon as somebody books for the first time or just in general, do you text them and say, thank you, I'm looking forward to seeing you? Because I feel like I would personally, but that's just, I don't have my own treatment room and I didn't do that back in the day.
00:30:45
Speaker
but I think that that would be a really wise thing to do, even though it's going to take a little extra Yeah. Yeah. I text them because I feel like emails in that situation can get a little bit lost in translation, right? If you miss it or if it goes to spam or whatever.
00:31:01
Speaker
So in a text is just such a quick and easy way to like quickly communicate with your client. And so it's not something that I always did either to be perfectly honest and transparent. It's only something I've implemented the last couple years in business. And then I've helped, you know, my team implement that with their um, clients as well. So I will, unless sometimes the client will beat me to it, right? They'll book an appointment and then I'll immediately get a message. Hey, I just book and booked an appointment. I've never, and that will come through on our booking system.
00:31:29
Speaker
And then, um, we can communicate that way. So it actually depends if your booking system, if you have, um, text communication set up through your booking system, you have their number, then you can just repeat message back and forth within that system.
00:31:44
Speaker
I just like to do a text. And then it's just, then they have my number because then when I follow up with them, it's going to be through text after their appointment, a couple of days after their appointment, I'm going follow up with them anyways, to see how their skin is doing, to thank them for coming in to, you know, all of the follow-up guidelines that I go through.
00:32:02
Speaker
So then it kind of, um, they already have my number, so they're already going to It's not going to be like the surprise then when I follow up. And I think that actually connects the dots a little bit better for when I follow up because we already have that pre-foundation laid. Okay. I'm obsessed.
00:32:18
Speaker
Thank you. Yeah. That's amazing. I want to highlight too. i think it is also super important that if you reach out virtually via text, via email, vi however you do before the appointment,
00:32:31
Speaker
If you're sending your consent forms virtually before the apport the appointment itself, and they fill them out, it is so, so, so important to go over all of that information again in person and not just think, well, it's done. I don't have to have those conversations. It's not necessary. Have it on file.
00:32:49
Speaker
already know the information. There's so much more that can come up in real time conversation. And like nine times out of 10, it does, especially like a consultation.
00:33:00
Speaker
you know, skincare consultation, stuff like that. But I think it's just really, really important to be able to yourself as a professional, have those in-person conversations too, and not rely solely on the technology. Does that make sense?
00:33:15
Speaker
Absolutely. I can't even imagine not still going over that in person. So much more comes out in a normal face-to-face connection and conversation. Yeah.
00:33:25
Speaker
And so it's not something that we want to get like lazy with or just rely on because that technology is in place. And it is so it's so wonderful to have the technology and to have the ah information ahead of time. But we definitely want to still have those conversations in person.
00:33:40
Speaker
Yes. So let's talk about.
00:33:45
Speaker
during the service, elevating the sensory experience, lighting, music, sense, and ambiance. um Lighting's key. Obviously, we want to make sure that the environment is incredibly relaxing. So usually that means we're going to turn the lights down low. We're going to have some really nice music. And I used to offer for my clients who were regulars. Now, back in the day, you guys were talking CD players.
00:34:12
Speaker
Yeah. We had CD players in every room and I had clients who were my regulars bring their own music if they wanted to So always feel free to say, you know, do you have a Spotify station that you love? Would you like to like share your, ah listen to your own music?
00:34:31
Speaker
i love giving that option. um And then scent is so important because we actually have a lot of people who are are very sensitive to fragrances. So I will say as an esthetician, don't wear perfumes in the treatment room. Instead, like if you want a little, you know, essential oil roller for behind your ears or something, but be really mindful of your own fragrances. Like Tiffany and I,
00:34:59
Speaker
are not ashamed of our perfume obsessions. I love love, love it, but I know so many people who don't. And so in that client experience, I think we need to be respectful with of that because we're all about them. it has nothing to do with us. So just be mindful of that.
00:35:17
Speaker
But I do think to... diffuse a really light essential oil or pura fragrances are very clean.
00:35:27
Speaker
They should be more of a mild fragrance though. We don't want our clients to walk in and have a headache all of the sudden because of the fragrances that we're using. So we do want to have like, let's say just a very light lavender or a very light you know, uplifting citrus and lemongrass or something like that. So we don't want to go overboard with the fragrances, but we do want that relaxing environment. And sometimes I think what could be really cool is to let them choose which essential oil to have diffused during their service would be really fun because you could just get a mini diffuser.
00:36:09
Speaker
And you know prepare that for them while they're getting dressed. So let them choose as you're getting them ready. And then while they're getting on the table, you're getting the diffuser ready. And then just bring that little mini diffuser back in with you or something like that.
00:36:26
Speaker
You could also offer their own tea, right? Or I had a facial from my girlfriend, Sheena, a few weeks ago. She was so incredible. she diffuses she has one of those facial steamers that you infuse tea into a little thing and it diffuses tea as the facial steam is coming out and she has five different like four or five different teas that she has you smell and choose which tea you want to have diffused in the facial steamer those little touches are everything
00:37:01
Speaker
being They are everything. And um it makes them feel so seen and so important. And what is so cool is to have the ability to customize things for them because it does make them feel better.
00:37:17
Speaker
So important, I guess. I don't know. It's a weird thing, but it really makes a huge difference. So I'm going to step away while you tell everybody your ways, because I know you do like bubbly drinks and stuff like that. So let me just take a quick second, but you keep going. Okay. Okay.
00:37:35
Speaker
um I agree with Jessica more so than anything. It gives them some authority over and it helps them like be part of the service when you um let them choose little things like that, like music.
00:37:48
Speaker
And um I love I've never heard of a facial tea steamer, but I'm going to look that up because I think that sounds so special. So letting them pick up the tea that they want in their facial steamer or their essential oil.
00:38:02
Speaker
So I also like. Going back, so say for our facial clients and talking about lighting, I think it's really important to make sure like like the room is set before they walk in.
00:38:17
Speaker
So say you're doing a facial and not um like having anything like a derma plane or stuff like that. um So we have what the lights turned down to begin with. We want the nice, beautiful music already playing.
00:38:31
Speaker
We want like the vibe set ahead of time so that they can walk into that experience and the tone and the energy is already set. So I try really hard during a facial to like set the tone, set the energy of the room to begin with, make sure everything is already cleaned up, make sure like you're prepared as best as possible with the lights turned down low.
00:38:52
Speaker
And then, you know, when you go into that derma plane, that's within that facial, or if you need to do extractions or X, Y, Z, then we can like make sure the eyes are covered if we need to turn the lights on or navigate that then. But I've always from the get go, and this was one valuable thing that I did learn in aesthetic school is like set the tone of the room to begin with and help them walk into it.
00:39:13
Speaker
and And then ah we, and this is something that I learned from um Jessica and through Eminence, we diffuse our spa water that we use with our products with tea. And that is one of my very favorite things that we do.
00:39:27
Speaker
And it just kind of elevates the experience. And a lot of times the clients will ask like, oh, what's that scent? And they're very like interested. in they can pick up on those scents when the room isn't overflowing with too much scent does that make sense or when like i again eminence it's such a sensory experience using eminence products anyways and so that's really what adds to the smell of the room is the products that we're we're going to use and because that we don't overpower our rooms with scent to begin with
00:40:00
Speaker
Um, they're able to pick up on different notes during the treatment and they'll ask like, Oh, what is that that you're putting on? Or what is that scent I'm smelling? Or, Oh my gosh, that's so citrusy. And I love that. What is that product? And it kind of opens up that conversation for you to tell them about their product that product and what it does and why it does what it does and all those things. So that's really how we kind of approach the vibe of our room.
00:40:23
Speaker
And it really does matter. I also like to start my steamer ahead of time and have that going when they walk into the room, because it just kind of It's just, you know, a nice warm steamer that's blowing into the room right on the facial bed. And the bed is all nice and smooth and made. And we have their wrap set out and we walk them through the process. I think that's very important too especially with our regulars. We're not just going to assume that they remember what to do or that they're in the right head space when they're rushing to their appointment and even though we've done this, you know, facial a hundred times by now that they're going to remember that they're allowed to strip down from, you know, top to bottom. They can take their pants off if they want, they can get under the covers and get cozy. They can use the spa wrap if they want. The spa wrap is applied like this, you know, like a tube top, not over the shoulders and be very kind about that.
00:41:13
Speaker
And, um, So I think those little things are so important to asking if they need to use the restroom before their service every single time. That's another like non-negotiable of mine.
00:41:25
Speaker
um You know, just not assuming that they know what to do. Yeah. Do you, um so I think table heater too, just checking in on that is really important um because there's times I love it and there's times I don't. yeah So making sure that they are, you know, do you want the table heater? Do you want me to turn it down? And just giving them that option too.
00:41:48
Speaker
And checking in. with it. And it goes in with the table heater too. Like if they're warm or if they're cold, or if you notice that they start with their arms on top of the blankets, but then they go and they put their arms under the blankets, you know, after that steamers turned off, you can get a little chilly.
00:42:03
Speaker
So you can ask like, would you like another blanket? And having that being open to asking those questions allows them to, um, feel like they can speak up if they're not comfortable throughout the process, always putting, a ah um roll under their legs to elevate, to take that pressure off of their back. That's also a non-negotiable. That's something that I see gets missed a lot and it does matter. And initially their back might not hurt, but you know, if it's a 60 to 90 minute facial and they're laying on a flat table for sure, it's going to get a little uncomfortable. So we want to make sure that we're doing those little touches and staying consistent with those little touches every single time, because also our clients do rely on consistency.
00:42:45
Speaker
It's kind of like kids, they need routine and they need consistency to feel safe and to feel like they're getting, you know, the best treatment possible. And if you put the bed roll under their legs last time, but you did it this time, then what else are you missing throughout my service? What other things am I not getting during this treatment?
00:43:01
Speaker
Yeah. You know, another thing, um, as I've been getting facials and practicing, even giving full services lately, i check in on the back of the head.
00:43:12
Speaker
and So I have some extensions, right? And so sometimes when I'm getting facials, they are sitting weird on my head and poking into my head and I end up being in pain the entire time. And so I'll have to like keep moving my head around.
00:43:27
Speaker
um And so I have started checking in with people on that, you know, like is because then too, when you start to do facial massage, if you are like us and you are a little more active and using a little more pressure, it's just going to make it that much worse.
00:43:41
Speaker
And so I always let them know, um you know, if you need to move ah your head around, if if the back of your head is ever starting to get sore for any reason, especially if they have extensions or I have joked around with you before I take their hair out.
00:43:54
Speaker
Yeah. Oh yeah. Allow them to have never in 21 years allowed anybody, even in a facial demo to leave their hair in any sort of a pony.
00:44:05
Speaker
i just take it out. I don't even ask. i I know that. And I'm, I don't, I'm not abrasive about it. I like we'll give a little head massage and I take it out. And I just say, this going be so much more comfortable. And we're just going to let your hair hang over the table.
00:44:19
Speaker
And then you're also because laying on a pony Oh yeah. Initially when they lay down, they aren't there. Like it's fine, but with time it hurts. So, and some people just have a weird shaped heads. And so pay attention to if they're like squirmy at all, squirmy with their head, squirmy with their lower back, they're moving their legs.
00:44:40
Speaker
That probably means there is some discomfort and checking in with them. Like Tiffany said, it allows them to know that they're free to speak up and speak. Yeah. needs and And so us just paying attention to those little things is actually a really big deal because we don't want them laying there in any sort of discomfort and afraid to tell us. So I would rather you just say to me like, hey, my head is a little bit sore. Do you mind if I just you know adjust real quick? or and you know yes, my lower back is kind of hurting. Do you have an extra pillow? I used to do that for people all the time. you know yeah there wasn't enough. i always had an extra
00:45:19
Speaker
something to elevate their knees. Oh yeah. It's one of my favorite things about more mature women because they're not afraid to speak up. They will always say because they're not young and naive and, or, you know, shy.
00:45:33
Speaker
But the back of the head thing is such an actually like ah my, my head always hurts during a facial and I like, can't wait till we get to like the scalp massage and like they move my head and manipulate that. So I can leave, relieve that pressure.
00:45:48
Speaker
And so offering, you know, a neck roll under there or having a little, uh, really, um, thin pillow that you can put under the head, um, really does help, but it really does start with them mean ah feeling, um, safe and confident enough to speak up and ask. And it really starts with how you present yourself as the professional and, um, having those conversations and just letting them know, like if at any time you're uncomfortable,
00:46:12
Speaker
absolutely. Let me know if you get cold throughout the service, let me know if you're too hot. If that table warmer is like burning you up, let me know. And so it really does. It really does lead to the whole experience.
00:46:23
Speaker
It does. And then I believe full heartedly in offering silent services. Oh yeah. Well, and I think that let's talk about that for a second, because I think that, um, it really comes down to being intuitive and knowing, but like If you're, so you can, you can have, um that conversation too. Would you like a silent service or not? However you want to present that you can have, um, maybe a little card on your table that they can like flip over one or the other so that, they can choose that or something like that. But really I've always relied on my intuition and just picking up on their energy on whether or not they want a silent service or not. So if they're leading the conversation and they're continuing to ask questions and they're in a chatty mood, then of course, like I'll just like kind of reciprocate that same energy. But if they're like not talking at all, absolutely not. I'm going to ask them like conversational questions or talk about, you know, X, Y, Z. I'm just going to very much pick up on that. So I think that comes from being able to ground yourself before the service and putting your own stuff aside, knowing that you're stepping into the treatment room.
00:47:38
Speaker
We all have a lot we carry throughout the day, personal, professional, all the all the things, right? But being able to car compartmentalize that, set that aside, know that you're going to go into the treatment room, have some specific rituals that you can ground yourself before the service starts or maybe before your client gets there. And being able to show up in service however your client needs for that day. And it's going to be different. Mm-hmm.
00:48:06
Speaker
I always... From the time I started working when I was 16 years old, that's what I loved about working is that I got to walk away from my life for a little while and just completely focus on what I was doing. And I think that is one of the most beautiful things about the treatment room too, is that we can leave all of that at the door and then we just completely tune into our clients. That's something that I teach in my retail sales class, believe it or not, is like how to just leave your stuff and completely tune in and turn yourself over. to your client. And it's nice because it's just an escape from all of our stuff that we're always carrying. and um,
00:48:45
Speaker
Yeah, your client. So ah we have another episode planned about energy, about treatment room energetics and esthetician energetics. And so we won't get into it too deeply here. And maybe that's the next one that we can do very so that we can tie that.
00:48:59
Speaker
We can tie up all of those loose ends because I think a lot of people have a lot of questions about that. It's not always something that they teach in school. Sometimes they do. Sometimes they don't. But but I do think that it is important to start practicing leaving your own stuff at the door.
00:49:15
Speaker
That's really how it starts. And if I'm being honest, that's probably I learned to disassociate from the beginning. can I mean, yeah. And it'll be there at on the outside of the door when the service is over. Yeah.
00:49:28
Speaker
There's a healthy form of dissociation. Yeah. I think this is it. Like just put yourself into who is right in front of you and forget about your stuff for a while is better than disassociating on social media.
00:49:40
Speaker
Yeah, absolutely. Yeah. Small but intentional touches like cozy blankets, refreshing facial mist, a groundy breathwork moment like we just talked about.
00:49:53
Speaker
ahead. Well, it's actually been a topic of conversation with some of my eminence teams. um We have monthly meetings and one of our meetings, I want to say it was even last month, we talked about rituals.
00:50:08
Speaker
Hmm. And having a ritual that you do that is branded to you, even if it's really simple, even if it is, you know, I like to teach people to the grounding technique that I do that I've probably showed you with my one hand underneath of the occipital.
00:50:24
Speaker
And then my other hand just kind of pressing down on the forehead a little bit and then having them take three deep breaths. We breathe with them. You can even have them set an intention for the service. um Just little things like that. And then maybe you have essential oils and you do...
00:50:43
Speaker
Another inhalation after that, and then you get into your service. But I think finding some sort of a quick few minute ritual that you do at the beginning of every service is really, really important.
00:50:56
Speaker
Grounding for both of you. um And again, we can talk more about that in our next episode about having those types of grounding and rituals and having them take some deep breaths, especially if they are, like you said, coming in from a busy day, they kind of have that rushed chaotic energy. And so we want to bring that down for them.
00:51:15
Speaker
Even in a wax, especially. Oh yeah. Like it's I, especially because they're, they're anticipating it. I anticipate my wax every single month, just because I know it's going to hurt a little bit, even though I'm electively choosing to be there and I love the results.
00:51:31
Speaker
It's not painless. Right. But I, I love the idea of ah beginning and ending ritual. So when I was still in the treatment room doing facials, that's what I would do. And my Um, like beginning ritual before a facial looked like I would, um choose an essential oil, have them, or even a facial mist. Actually, it didn't, it didn't matter.
00:51:53
Speaker
Have them spritz it on my hands or apply a couple drops on my fingertips and then emulsify that and then have them take three deep breaths in with a very like slow, like not rushed, right? We're going to just like take it very slow and then put some firm pressure on their shoulders and begin to rock their shoulders.
00:52:12
Speaker
And then I would actually go around the side of the bed and starting on their left side and like put firm pressure on their shoulder and then on their hip and then do this like a rocky motion and then come to the feet and put pressure underneath the knees and then come down the legs. And then we would continue around the side of the bed and back to their head.
00:52:30
Speaker
And it really just helped us like connect on um, that like energetic level, um, like in a physical way, does that make sense? And then it brought us both down because maybe like you're rushing back from lunch and you're trying to get, you know, in the right headset to give this facial or your client comes in, like you said, and is feeling a little rush, or you can feel that they're a little heavy. Maybe there's something that they're going through.
00:52:55
Speaker
And so it helps just bring that down and let them know that like, You're here to not rush them through the service. You're here for them to serve them through skincare or the treatment that you're doing.
00:53:06
Speaker
And then, um, I had a specific ending ritual too. It looked a little bit different, but I love the, uh, beginning ritual and an ending ritual. And then that kind of lets them know too, when they become a consistent client of yours, what they can expect when they know the service is over, especially if they've like fallen asleep or gone really far away during the treatment.
00:53:26
Speaker
then it kind of brings them back when you have an ending ritual. So it can look however you want it to, but I like the consistency of it and um and just doing it every time.
00:53:39
Speaker
What kind of ending ritual? and Mine would look like I would actually do that same thing around the bed. Um, and then i would come back up and come around the shoulders and really slowly and intentionally come around the shoulders and up the neck and hold pressure under that neck and the back of the head, and then kind of hold their head for as long as I felt like we needed to, it looked different for everybody. And then, um, and it just being very in tune with where they're at energetically and where myself and the client was at like together.
00:54:16
Speaker
And then just give like a really, again, good scalp massage. And then I always, always, always end with some hair pulls. And this isn't something that every esthetician does, but I think it feels so amazing. It releases tension.
00:54:31
Speaker
Pull my hair as much as you want throughout a facial or massage and I'll be yours forever. And so we, I always just do some hair, very intentional hair pulls. And then, um, and then I would always like do like some, I call them softies.
00:54:46
Speaker
but just like some sprinkles very lightly on their skin and up their face and through their hair, just to kind of like give that last little shiver and end. Yeah.
00:54:57
Speaker
Amazing. Yeah.
00:55:01
Speaker
Okay. uh, I would say like a couple more things to just be mindful of during the treatment is checking in on their comfort level with the products, right? If you're doing appeal, make sure that you're checking in on that comfort level. If you're using, you know, with, with eminence and skin scripts and stuff, we use a lot of stimulants, make sure you're checking in on just that overall sensation and just making sure that the products are feeling good for them.
00:55:28
Speaker
And your massage pressure, you know, the option. Some people love a lot of pressure. Some people would want you to lighten up a little bit. And so just like a massage therapist does, I think it's important that we do the same and give them that option. And another thing that we have talked about during the service is to not stop touching them, you know, stay in contact with them as much as possible. And, you know, scalp massage, neck and shoulder massage, they can never get enough of that. So feel free to just keep repeating it. um I actually love to massage the feet during services. i love to exfoliate hands and arms, exfoliate feet and calves, like,
00:56:02
Speaker
I love to add in all those types of things, especially to make sure that I'm not losing contact with them. So not only is it adding value into the service, but it's also just making sure that you're really pampering them as much as possible. And believe it or not, most estheticians don't do that, those types of things. And it is what is going to make you stand out a lot, a lot, a lot.
00:56:26
Speaker
And it's going to add to your tips. It's going to add to their desire to rebook with you. It's going to add to their willingness to graduate to your higher price services. it all matters. It's a non-negotiable for me.
00:56:41
Speaker
You have to touch the client, the whole service. And some services in, in, or specifically can get hard when like, we have this, like the work spatial that has like everything you can imagine. It has led it has.
00:56:54
Speaker
So there is a ah lot of like, um, processing time. So if you've already massaged the scalp and the neck and the shoulders and the hands and the arms, go to the feet, go to the backs of the calves.
00:57:06
Speaker
Like there's always, always places on the body that you can touch and like, um, make, making sure you're continuing that contact while there's, um, things to be processing. So we never want to leave the room if we don't have to. we never want to step out while they're under the led mat or light.
00:57:25
Speaker
We just always want to be remaining in contact. And another important aspect too, is we want to be entering and leaving the face the same way every time. That's another non-negotiable of me.
00:57:36
Speaker
It can look however you want. You can create your own ritual for that, but you want to enter the face the exact same way every time. And you want to leave the face the same way every time. And you don't want to do that in very like jerking, jarring motions.
00:57:50
Speaker
We want to be very intentional about that. We want to take time to pause before we let go of our fingertips from the face. um And so just be mindful of that too. We want, we don't want to startle them. We don't want to do anything unexpected, and especially when they start to drift away during a facial because they will.
00:58:09
Speaker
So we just want to stay very consistent and intentional with that as well. Yeah, finishing your movements, completing your movements. and That is a very underrated, and don't even know if I would call it a skill, but it is an underrated like thought or part of our touch. And I'm so glad that you said that because I i don't know if that's really taught that much anymore. I've had facials where it was just like jerky, there are products going on, there are products going off. And I just...
00:58:39
Speaker
the experience is completely different when there is that intentional beginning and end to everything that you do, your cleanse, your tone, your serum application, your facial, like every, spring every single time there's a beginning, there's an end.
00:58:57
Speaker
Yeah. And there's pause within that. It's just like when another non-negotiable of mine too, is when you um apply the hot towel to the face, We don't want to just put it there and then just kind of pat it on and then remove it right away. We want to let it sit.
00:59:10
Speaker
We want that to like sink in. We want to apply some pressure on top of that hot towel. We want to make sure that we're also playing the hot towel to the decollete. Oh, this is another thing that i almost forgot about neck, the neck and the duck.
00:59:23
Speaker
Janae said that phrase on social media the other day. And I thought it was genius. I had never heard that before. Treat the neck and the deck. The neck and the decollete is another non-negotiable.
00:59:35
Speaker
of mine for your facial, you have to bring everything down the neck and the decollete. That is part of the facial experience. If you have treatments um or services on your menu that you do not treat the neck and the decollete, it has to be stated very clearly because if I book a facial with you, I am going to expect that you're going to bring all of the product and the treatments down the neck and the decollete because that is part of the face. Your face stop stops at your boobs.
01:00:04
Speaker
And so we're treating everything from your nipples up. And so that really is part of the service. And when we bring those products down, we want to make sure that there is contact all the way under the chin.
01:00:15
Speaker
And we're actually making complete contact with the neck. We're not like skipping over the neck or gliding over the neck. There has to be like consistent, actual contact with that neck and that we're bringing the product around. I know you guys can't see me right now.
01:00:29
Speaker
but I'm doing lots of hand movements. so we're bringing that product around the shoulders and up the back and the sides of the neck. It all matters because we are treating all of it. And so it can be, if you're a brand new esthetician, it can feel a little awkward at first to be like touching somebody's decollete and just practice. You'll get over it. It really does matter. And your client is going to expect that you're going to treat that too. So everything from your client or from your, excuse me, your cleansers,
01:00:57
Speaker
to your mist, your essence, to your serums, to your moisturizers, to your masks, to your, you know, your massage, all of it has to, it has to be included.
01:01:09
Speaker
It does. And I cannot stress that enough. I have had some people that I've worked with who they don't have their estheticians treat the neck and the decollete because of the cost
01:01:24
Speaker
her service. And I'm like, but it's costing you facial bookings because I promise everywhere else that they go, they are definitely treating the neck and the decollete. Like there's no questions asked. I would never pay money for any facial service if you weren't doing the whole thing. And I think that someone would only do that one time and then go get a service somewhere else and be like, wait a second. Why, why did they not treat everything that doesn't make sense? It doesn't make any sense.
01:01:54
Speaker
No, it doesn't. And it's so important. I'm really, thank you. Yeah. Yeah. Amazing. So from there after the appointment, we need to follow up.
01:02:09
Speaker
And we've talked about that a lot, so we don't don need to go into it too in depth, but we cannot stress enough how important your follow-ups are that we're checking in on how their skin is doing after the service.
01:02:21
Speaker
Have they used the samples that we gave them? How are they liking the products? Do they have any questions that they bought product? If they didn't book with you when they left, we want to make sure that they get booked at that point.
01:02:33
Speaker
We can ask for a review and send them that link. There's so much opportunity in a follow-up message that it's just the one thing that, and we've said this before, but we run into estheticians who don't do their follow-ups. And then when they start, all of a sudden they're selling more and they're booking more and um It's such a simple thing to do. I think the easiest thing with follow-ups is to just have one to two days per week. If it were me, i would say every Friday morning from nine to 10, I'm gonna send my follow-up messages.
01:03:05
Speaker
really easy. So it is very, very important. And i love that you mentioned doing that initial text message when they book, because then it just brings all of that together to where when you suddenly text them after the service, it's very connected because you really did that from the beginning. And what a great bond and connection you create where,
01:03:27
Speaker
We're in an age of social media and online influencers and, you know, skincare is prevalent and there's lots of estheticians. And so to be the one that creates that connection with them is what will set you apart.
01:03:44
Speaker
And it really, it really does show them that you care. And that you're, they're not just, you know, another client and it's not just about the money. And it really does show them that you actually care not only about the service that you gave or the treatment that you gave, but about how they're doing and how they're feeling. And it really like does when you can spend that and be like, this is about them.
01:04:04
Speaker
And how can I continue to show up for them when they're not in the treatment room with me? Cause at best we're seeing our clients at very best, probably once a month. Right. And so, and sometimes that's a lot longer. It can be every six to eight weeks, or it can be every three to four months, or some clients only come in one or two times a year. So at best, we're only seeing them for a very short amount of time, every single month.
01:04:25
Speaker
We want to stay prevalent in their minds throughout their whole, their throughout their whole month when they're not in the treatment room with us. And so it really does foster that connection. Like you said, it shows them that we care. It opens the door for when they have questions.
01:04:41
Speaker
And it like builds up foundation of trust or if something comes up or maybe they had a reaction to x y Z, and it well allows them to feel safe and coming to you with that concern so that you can talk about it and that's you can have the opportunity to correct it.
01:04:58
Speaker
So they don't go down the street to somebody else. There's just so much. They're so fundamental to your success. Follow-ups are. And so we want to be doing them. Like you said, um, Every with every single client, we get asked a lot, like, what about these clients that I'm seeing all the time? And I'm following up with them all the time. And should i how should I, um, word my follow-ups to where it doesn't seem monotonous and it doesn't get boring. And I love Jess's answer. She was like, keep it consistent.
01:05:25
Speaker
They're looking for that consistency. it really doesn't matter what you're saying. It matters that you're saying it. They're not dissecting your text messages. They're just not. They just, you're doing it all the time. You're consistent. You're following up with them. You're creating that safety.
01:05:41
Speaker
Like it doesn't matter. you don't need to overthink your follow-up messages. I have somebody one time asked me to create templates and I was like, absolutely not. I would never do that. You need to talk to them as if they're your friend because they are. Yeah, absolutely. Like a real person, not a robot.
01:05:57
Speaker
Yeah. Yep. Um, yep um There was something else I was going to say too. It'll come back. Go ahead. No, the next one was just, well, they're so after care, but we don't need to get into that too much and because that I'm going to get like, so I'll run away with that. So making sure that you're offering the home care and that you're offering the retail products, of course, without feeling pushy, you know, so if you need to take my course, that's really what it's all about. So feel free to reach out. um And then another thing is considering, now I've told a lot of people to do this, having some sort of a thoughtful client appreciation system, such as loyalty perks, referral gifts, handwritten thank you cards, anything like that, that, you know, I...
01:06:43
Speaker
will never not be a basic Starbucks girl because I love the point system. There's probably better coffee next door. Like I'm not lying. There's so many different, probably better places I could get coffee. But honestly, um they treat me so well.
01:07:00
Speaker
I love Tiffany knows like it doesn't. They write a message on her cup all the time. They love Jessica and she loves them in return. you And there's that it's not even the same Starbucks.
01:07:13
Speaker
But it's consistency. That actually is brand consistency right there. Yeah. Like they're going to greet you because I just do the um order ahead. So I really just walk in and grab it It's already made. I don't want to sit in the drive-thru.
01:07:28
Speaker
They don't want to sit and wait for it, but they still greet me when I walk in. There's always like at least a smiley face on my cup, if not some sort of funny, like random cute loving message. And they tell me goodbye and have a good day.
01:07:42
Speaker
i get so many points from doing it. and You know, they make it so convenient. And so I love that level of service and and encouraging estheticians and business owners to implement that level of service somehow of the loyalty, right? ah Having some sort of a reward system a point system, when they're purchasing retail from you, when they're booking their services with you, because it's really that and the service that keeps me so loyal to Starbucks.
01:08:16
Speaker
And the loyalty comes back to your gratitude. You are grateful for that. And we want to say that in, of course we want to say thank you. Of course we want to, when we're checking them out and they leave us a tip, we want to say thank you for the tip every single time. That's another non-negotiable of mine, of course, all of those things, but going one step further and having some sort of sort of loyalty perk. It doesn't even have to be that complicated.
01:08:40
Speaker
Like you said, giving them a handwritten card or sending them something on their birthday, collecting their birthdays so that you can wish them a happy birthday when it's their birthday. And again, saying thank you so much for being my loyal client and how much you appreciate them.
01:08:54
Speaker
That goes so far. I promise you it goes so far and it helps them remember why they come to you. Yeah, it is so important. How to stand out in a saturated market. Most beauty pros focus only on the service, but the experience before, during and after is what keeps clients loyal. So we hope that now you guys can really see the importance of the little things and that those little things are really the big things and the your consistency is what makes you excellent and what really makes you stand out in an industry where it can feel oversaturated. I personally don't think that it is but in we do still want to be sure that we are the ones creating that connection and creating the best experience possible.
01:09:44
Speaker
Let's see the businesses that obsess over details are the ones that create lifelong clientele again, just like, you know, Starbucks and Chick-fil-A and those types of companies that come to mind when people think of, you know, a brand and and Dutch f Bros is the same way you know that service is so consistent you're treated the same way and they've got great loyalty programs um or just you feel so valued even just going to get coffee that's crazy but it's so important obsessing over where the details is really where it's at and even like um
01:10:21
Speaker
your, how your, how clean your treatment room is or how aesthetic it is. Like it it all matters. The details matter. They matter so much.
01:10:33
Speaker
So learn to ask yourself, what feeling do I want clients to walk away with? And then build your experience around that. Yeah. yay We hope that this sparks some ideas for you guys. And it really gets like your wheels turning on how you can elevate your services and your treatments and how you can really start from the get go and how you can show up authentically on social media and on your website and all of your marketing details and transfer that over to
01:11:04
Speaker
and even better experience for your clients in person and how you can elevate your, your services in the treatment room and how you can continue to foster those connections long after the treatment is over and keep that connection going in between when they're, when they're not with you, when they're at home and they're doing their skincare. Like we, my goal is i want all of my clients when they're doing their nighttime skincare routine to literally think of me or when they're wearing their sunscreen on in the morning.
01:11:32
Speaker
i hope so. It means I've done it means I am doing my job. And so really just it comes down to that. So we hope that this really gets your wheels spinning and helps you get excited and helps you feel passionate again about why you why you started this journey in.
01:11:49
Speaker
um as an esthetician or a beauty professional and helps you keep that passion rolling. Cause that's really what's going to lead to your ultimate success and this beautiful life that we want to create both in our role as a professional and outside of our role. However, your personal roles look, it really is like full circle. It really does all matter. And it all leads to your, your inner success and how you feel is how you can start to find ways to make your clients feel a certain way.
01:12:19
Speaker
Yes. I love it. Thank you guys so much for being here, for listening. We love our community. We've heard so much from our community lately and we hope that you guys just know how much we love and appreciate you.
01:12:31
Speaker
so and some offers that we have, we one-on-one coaching. So while our mastermind is full, we do have a waiting list. If you wanted to get on that, it's not until September. So things are bound to happen, and but we do one-on-one coaching. we We'll be taking on, i mean, we have room for one to two people starting probably more towards June. so you can always reach out. We do consultation calls at and then take a deposit for that. And that can actually work toward June.
01:13:05
Speaker
coaching package that we have, but even on a consult call, we still offer a lot of value and we'd love to book that time with people too and see if that's something that we want to do together. So we love, love, love our one-on-one coaching clients.
01:13:19
Speaker
And then i have my retail masterclass. I'm very full for May. I'm like over full for May, but I am ah opening three spots in June for anybody who wants to do that one-on-one masterclass with me. It's either virtual or if you are local in the Treasure Valley, I will do that in person too. And it is very affordable. I should be charging more for it, but I don't even want to at this point. I just think the message and the value needs to be out there for everybody.
01:13:51
Speaker
um and then Tiffany can go ahead and tell us about your waxing class and all your good stuff. I do have a Brazilian wax masterclass online course.
01:14:05
Speaker
So if you are ah beauty professional who really didn't get the full, um, educational experience when you went to school, this class is for you. i am a Brazilian wax master. I um will forever be passionate about the power of Brazilian waxing and how you can empower women to feel confident in their own body through intimate waxing.
01:14:27
Speaker
So there's so much in this course. It goes through everything from start to finish. It actually has um live hands-on the process of the Brazilian wax. So you're not like left to the imagination of how that should look or what the process looks like.
01:14:43
Speaker
And then of course we implement everything we teach, um, with our coaching clients, like retail sales, aftercare, how to foster these connections, all of those things. So it's really a jam packed course.
01:14:54
Speaker
And you can find that at sweet cheeks, university.com. You can also just reach out to me on social media. I'm everywhere at sweet cheeks university. And then you want to make sure that you're following the podcast on social media as well. And that is at beyond aesthetics podcast.com.
01:15:10
Speaker
And Jess, you can find her on social media, on Instagram at the underscore SD coach is the underscore coach. Yeah. You say it.
01:15:21
Speaker
I messed it Yeah. You're fine at the underscore SD with an E underscore coach. And then you have an email address too. So that's just hello at beyond aesthetics, coaching.com. So you can always reach out to us there too.
01:15:37
Speaker
We love, we would love love, love for you to rate and review the show. It really does mean so much to us and it helps this show reach um more estheticians who really need to hear our messages. And so if you want to leave us a review and then you can actually share, like just screenshot it and share that review to social media and tag us at be Beyond Aesthetics Podcast so that we see it. And then that will feature on our page and we will be so, so grateful for that.
01:16:08
Speaker
Yeah. All right. We love you guys. Thank you so much for being here. We hope you have an amazing rest of your week. Have pretty dreams and we'll see you in the next episode. Bye guys.