Unlocking the magic of client consultation

In my previous post last week I wrote about the power of connection and promised to share tools and tips to create that all powerful connection with clients as a beauty professional. Today I am sharing what I think is the most IMPORTANT tool to establishing client connection- the CONSULTATION.

As I have taught beauty therapy students in the past few years and through observation of salon practice I have found that the client consultation step is overlooked or not treated as an integral part of the treatment. It is mostly rushed through, done with the least care, only conducted on a first time client and in most cases not conducted at all. I have often asked my therapists in wonder what the challenge is and I get a lot of excuses……the client was in a hurry, the clients don’t want with their information, it takes too long, its monotonous……the list goes on.

A couple of months ago I had the privilege of having a massage treatment at a top spa and to my dismay my therapist did not conduct a consultation. The treatment was good, amazing hands she had, but there was no connection, I believe she could have created magic for me and for herself if she had just done a consultation. Conducting an excellent consultation unlocks magic, guarantees connection and brings the money in. So what is the secret to an excellent client consultation that will elevate your treatment from basic to extraordinary. Here are my 5 tips:

1. APPRECIATE THE VALUE OF A CLIENT CONSULTATION

How we perceive something affects our ability to do it. It begins with you as the beauty professional. You need to understand that client consultation is the most important step of any of your treatments and is your professional duty to your client. Client consultation should become second nature just as how you wouldn’t leave the house without brushing your teeth 🙂 you can’t start a treatment without carrying out a client consultation. It’s through the consultation that you will create rapport with your client and get them to trust you. It’s during the consultation that you establish your position as the professional and going forward the client will have full belief in you. It’s during the consultation that you can begin to recommend your treatment plan, home-care regimes and retail. Yes, you sow the seeds of retail during the consultation not at the end of the treatment. Most importantly you understand your client’s unique needs and hence deliver a customized treatment just for them that will keep them coming back to you. Believe in the power of the consultation.

2. ASK THE RIGHT QUESTIONS AND LISTEN ESPECIALLY FOR THE SMALL DETAILS

I’m sure you have heard it before ask, ask, ask. But what are you asking and how are you asking? Let’s start with the easy stuff, ask open ended questions, the questions that get the client talking. I understand most professional salons and spas will have consultation forms/ cards or scripts that you have to follow, and that’s it ‘follow’. This does not mean you should be robotic or military about it or worse, read out the form to the client. The forms are to be used for guidance but you are allowed to bring in your charisma and warmth into the process. While you ask, zone in on the client’s needs because that is where the magic lies. Really understand why they are with you for that treatment and the result they are looking for. You can be great at your skill and procedures but if you don’t zone in on what the client wants, yes you would have done your job but your client will be left underwhelmed. Then listen hard especially for the small details. Her beloved pet at home, her son who is not well, the grandchild soon to be born…its in these small details where connection begins. Remember to be professional with genuineness and authenticity throughout the process, clients will feel it and will be more open with you.

3. BEGIN WITH THE END IN MIND

During your consultation you should start thinking of your goal for the client and for the treatment as a whole. Through your conversation with your client you can agree on a goal that you will both commit to. For example your’re consulting a client who would want to reduce hyper-pigmentation with her facial, this can be agreed upon as the goal and at that moment you can start planning not only for the actual treatment but the treatments to follow and the regime she will have to adhere to at home. You communicate this as you share your treatment plan with your client right at the beginning. Do this and your client will trust you, listen to you and you would have rebooked and retailed before the treatment has started. Unfortunately we always leave recommendations and rebooking for the end yet the best place to start sowing the seed is at the beginning.

4. KEEP IT SHORT AND EFFECTIVE

The main reason clients want to rush through or totally avoid the consultation is because they feel it takes away time from their treatment and this is justified. The onus is then on you as the beauty professional to ensure that the process is short but effective. Question is how? Firstly your approach to the consultation process makes a difference. Ensure that you are prepared, ready with your form and space set aside for the consultation. The consultation starts right at your client welcome and greeting, without stalling begin as soon as you get the client comfortable. Note down key details you want to cover in your consultation- client personal details, eliminating contraindications, establishing the client’s needs and making recommendations. Keep the consultation professional and focused on the client’s needs , keep the social conversations for later 🙂

5. TAKE CARE OF YOUR PRESENTATION INTERNALLY AND EXTERNALLY

Lastly it is said ‘people buy from people they like’. To allow the client to be open to the consultation process and the treatment as a whole, your presentation matters. The consultation being the first stage of the treatment is when first impressions are made. The client makes perceptions about you at that moment so you can’t afford to fall short in this area. Externally ensure your grooming is taken care off, you need to look neat and approachable from head to toe taking care of every detail. Internally your attitude and aura need to be checked. Someone else said ‘your energy introduces you before you speak’. Hence you need to pay attention to your energy before you set out to conduct your consultation. Positivity is a winner, positive energy sets the tone for success. Unfortunately we don’t always wake up walking on sunshine but we have the power to alter our energy and make it more positive. Practice self-awareness and if you feel you energy is not right, refocus before you present yourself to your client. I will write another post on how to manage our internal energy.

I hope the tips above make a difference in your client consultations. Remember conducting a consultation is your professional duty to your client and it will unlock magic in your treatment . Do it well and the results will be extra-ordinary.

Stay inspired!!