Replies to This Discussion

Permalink Reply by Shelley Hancock on October 24, 2011 at 4:35pm

To me this doesn't seem like above and beyond but...I can't tell you how many clients get excited by the fact that I call them back very quickly. They thank me profusely, when I should be thanking them for calling me!

 

The day after a new client has had her first treatment...call her to see how she's doing, ask how her skin feels and looks. You'll be surprised how much they like this and may even end up scheduling another appointment right then on the phone.

Permalink Reply by Carrie Patrick on October 24, 2011 at 4:49pm

Good point - any client's idea of "above and beyond" depends on what she has previously experienced elsewhere, so if another spa isn't even doing basic stuff like returning phone calls, it sets the bar pretty low! Followup calls are a great idea. I think almost any type of company could benefit from doing that, and it's especially nice in any kind of wellness profession.

Permalink Reply by ASCP on January 31, 2012 at 4:13pm

Shelley, that quick response time AND the follow up the day after are what makes you stand apart! If someone feels like they aren't special, or they are just another warm body, there's not much incentive to seek you out again. Great feedback!

Permalink Reply by kathryn Barrel on October 25, 2011 at 7:05am

I give a reminder call or text one or two days before the appointment, that way if they are in need of rescheduling, it can be done. I have heard from many new clients that they left the previous esthetician because they did not feel a connection, that they felt they were only money in the service professionals pocket. I do reminder texts and calls, and follow-up calls to make sure the after treatment went well and to see if they had any issues that need to be addressed. I send out  handmade scrapbook cards: "thinking of you", "My deepest sympathies", "congratulations" and emails. I also ask my valued clients what they would like to see on my menu, or if I can do anything differently. I am pleased to say that because of my over and above, many of my clients are in family groups, and groups of friends an co-workers! My clients know I am a person who really does care.

Permalink Reply by Carrie Patrick on October 25, 2011 at 8:35am

Nice! Thanks for the reply!

Permalink Reply by ASCP on January 31, 2012 at 4:08pm

If your clients feel that connection, they'll keep coming back. And in this busy day and age, those reminders are so important. We all tend to overbook our schedules, so giving them a chance to reschedule is also a very considerate move on your part!

Permalink Reply by Shelley Birnbaum on October 25, 2011 at 2:18pm

I print out information sheets for each skin condition and hand it to each client before they leave.  It defines their condition along with tips both internal and external to help improve their skin.  At the bottom I make suggestions for products (very soft sell).  I would say about 75% of all clients land up purchasing at least one product.  I follow up with a phone call or email a week later having given them a chance to see results from the products.

Permalink Reply by ASCP on January 31, 2012 at 4:06pm

Shelley, this is also a great way to educate your clients, too, which is really the key to improving retail sales. Great idea!

Permalink Reply by Kyong on February 18, 2012 at 11:34pm

This may seem silly or 'added fluff' but when my clients arrive at my studio, I greet them with a smile and offer a bottle of water while they decompress for a moment. Post-treatment I remind them to call me if they have any questions/concerns following treatment and then offer a small chocolate on their way out. Though small in nature, these actions have gone a long way in helping my clients feel appreciated.