Comment

Comment by Pamela Cantor on April 14, 2011 at 5:22pm

I, too, do a detailed intake form and have a lot of discussion regarding their goals.  After I get them on the table and relaxed them a bit, I ask them to tell me one thing they liked about a previous facial and one thing they didn't like. This is a great question that they'll answer honestly.  As long as I do lots of what they like and avoid what they didn't like, they usually enjoy the experience.  Answers can also guide what I do that day.  Example: woman wanted a deep cleansing facial with extraction.  Her "like" from the former facial was relaxing massage.  Her "dislike" was, yep, you guessed it - extractions!  So I gave her the massage she craved and did most of the extractions with my ultrasound spatula for her comfort.  While extract the few stubborn pores, I apologized profusely about the discomfort, checked on her pain level constantly and complimented her on being such a trooper.  That was 10 years ago and she'll be in for her monthly facial tomorrow!

Comment by Andrea Stein on March 15, 2011 at 4:25pm

Thanks Laura!

Comment by Laura Cooksey on March 15, 2011 at 4:02pm

@Andrea - you can lead a horse to water but ya can't make 'em drink! I say don't waste your emotional energy on those kind of clients.  Move on to the motivated ones!

Comment by Andrea Stein on March 15, 2011 at 3:52pm

Ok I guess I do take it personally! I need to toughen up a bit. I just feel so passionate about what we do. You do make a good point with regard to home care as well!

Comment by Laura Cooksey on March 15, 2011 at 1:28pm

@Andrea - I just try and get in touch with "what they are willing" to do.  If they are not willing to do homecare, then I make it abundantly clear that they most likely won't reach their goal.  I just don't take it personally - I lay out the facts and if they are not on board, oh well. Next!

Comment by Andrea Stein on March 14, 2011 at 7:02pm

I have been a esti since 1982 and I pride myself on listening to the client. I agree strongly with you Laura. After a client history intake we discuss the answers and the particular goal and purpose of their visit. This client specifically stated he wanted the clogged pores taken care of on his nose and chin. I could see upon examination that he was indeed in need. I will however be more aware in the future and make sure I state with him especially the home care I recommed for him. I still suspect he went home and used some Retinoid of some sort but we will follow up and listen better to what they say and what they dont say as well!

Comment by Mary Jo Moran on March 14, 2011 at 5:28pm

I also agree that it is most important to be sure to confirm what the clients goals are, you will never make them happy if you don't listen and at least do everything you can to give them what THEY want. If you do all you can and still have no success then, as Heather stated, be big enough to let your client know that it may be in their best interest to try another Esthetician, maybe even recommend one, They will respect you for it!

Comment by Mary Jo Moran on March 14, 2011 at 5:23pm

I was a hairdresser for several years before I returned to school for skincare and that was something that I learned and remembered through my whole career. You can give everything you have and still there will be those who you just can't please.

Comment by Heather Capitanich on March 14, 2011 at 4:58pm

@ Andrea!

Not trying to push anyone who needs help out, but I have found that there are just some people that you can not make happy no matter how hard you try.  I've only had 2 at this point in my career, but I tried and tried & finally had to let them know that I am not able to make them happy maybe they need to give someone else a try.  I beat myself up to much when they would continually complain time after time & didn't want my reputation to be tarnished because of it.....And it felt good to let them go, in a professional & understanding way of course :)

Comment by Brenda Griffin on March 14, 2011 at 3:41pm

Well said Laura, you are so wise and we can all learn from you.  Thank you for sharing.

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