Preparing and conducting a consultation
The key to a successful consultation lies in preparation and communication. Before the customer arrives, take the time to familiarize yourself with their history and preferences. Avoid conducting this consultation in the reception area of your center, and create a welcoming environment in your consultation space, conducive to an open and relaxed conversation.
Once the consultation begins, active listening becomes paramount. Ask open-ended questions to understand not only the customer's skin needs, but also their expectations and concerns. This empathetic and attentive approach will enable you to create a deeper connection with the customer, essential for a personalized experience.
Here are some essential questions to ask:
- What's your current routine?
- Do you have any specific concerns or problems with your skin?
- How would you describe your skin type?
- What are your goals for your skin?
- Have you ever had allergic reactions or sensitivities to certain products or ingredients?
- Do you smoke?
- Do you often go out in the sun? With or without protection?
- Would you describe yourself as a stressed person?
To make sure you're asking the right questions and analyzing the right answers, sign up for our master the fundamentals of skin and how it works training course.
Knowing how to analyze needs and recommend the right care :
A successful skin analysis is a meticulous process that is essential to providing personalized care. First, carefully observe the client's skin in a well-lit environment, looking for signs such as redness, imperfections, pigmentation, enlarged pores, and fine lines or wrinkles. Use a soft touch to assess skin texture and elasticity, noting any areas of dryness or oiliness.
In addition, use modern skin analysis tools to obtain precise, visual measurements of various skin characteristics. This combination of visual observation, touch, dialogue with the customer and technological analysis creates a complete skin profile, essential for recommending the most suitable and effective treatments.
The consultation is more than just an assessment; it's also a time for education. Inform the client of the benefits of the various treatments, and explain how they fit into an overall care routine.
Once the skin analysis has been completed and treatments recommended, it's crucial to complete the consultation with a personalized skincare prescription. This prescription should include not only the specific treatments to be carried out in the salon, but also a home care routine tailored to the individual needs of the client's skin. It's important to select products that complement salon treatments, and to provide clear instructions on frequency and method of application. This step not only ensures more effective treatments, but also involves the customer in the care process, reinforcing her commitment to her skin's health. A well thought-out treatment prescription is a powerful tool for building customer loyalty, as it demonstrates your attention to detail and commitment to delivering personalized, long-lasting results.
To become an expert in skin diagnosis, register now for our Skin Diagnosis training course;
Follow-up after each consultation:
Post-consultation follow-up is essential to ensure a complete customer experience and to strengthen the relationship of trust;
After the consultation, schedule follow-up appointments to assess progress and adjust treatments if necessary. Use email or SMS reminders to maintain contact and encourage loyalty. Between appointments, communicate regularly with the customer via newsletters or personalized messages, offering skincare tips and updates. Encourage feedback from the customer to refine future treatments and adapt the approach according to their reactions.
This ongoing support approach demonstrates your commitment to customer satisfaction and well-being, fostering a lasting relationship and increased loyalty.
