Client product follow up

I have recently been putting forth a concentrated effort after each facial I perform to use the skinscripts prescription pad to list my recommendation of products to the client. Some of the clients (most ) of the clients want to "think about it " or appreciatively take the form but have not made the commitment. I also give some of the clients a sample to take home if I have it. It could be a money issue, could be a trust issue, could just not want to change what they are using. In any case, my question is this ; Should I call the client and ask them about filling the prescription ? Or wait until they come in again ? If I do call them to inquire about ordering their prescription, how soon should I do it ? two weeks ? four weeks ? I am really trying to increase my product sales, but want to do it in a way that my clients will feel comfortable with. Your input is really appreciated :)

Replies to This Discussion

Permalink Reply by Sheila Gordon on November 2, 2012 at 8:05pm

I would say follow up within the week to thank them for coming in and see if they liked the samples you gave them (if you did) and to see if they would like to purchase your recommendations. Let them know that the order can be shipped directly to them if you do not have the products in stock and it takes 2 days. Maybe offer an incentive that if they purchase all of the suggested products, they get a free 30 min facial?

Permalink Reply by Sandra Hicks on November 18, 2012 at 9:58am

Sheila, I actually did start making follow up calls to my clients whom I made recommendations to. I thanked them for their visit and asked them about their skin. I told them that I put in a big order for products once a month and was placing orders for products that day. If they wanted to put their order in for the recommended products I would be glad to do it for them also. The ones that I actually spoke to were thankful for my follow up, some said yes and some said not yet. In any case I was still able to take a few orders !

Permalink Reply by Devyn M. on November 29, 2012 at 7:57pm

I LOVE this idea!!!! You have some really great ideas Sheila! :)

Permalink Reply by Sheila Gordon on November 30, 2012 at 6:41am

Thank you!! I also had another idea that has been on my mind about setting up my retail differently. Top shelf could be the basics and label it something like At home basics...cleanser, moisturizer, sunblock, and toner if you like and have it sectioned by skin type (dry, combo, blemish prone, etc) and have smaller individual prices but then offer maybe a small discount if they purchase all of the items in the at home basics. Then on the next shelf have something labeled correction, that is where you could have your add on products like the lightening agents, vitamin c, hyaluronic serum, eye treatment, lip treatment, acne spot treatment.

I definitely am not the best at sales but this week I actually sold more product than usual. After each treatment I said I would recommend these types of products for home care if you are looking for xyz and I would recommend these treatments for you. Then I would say and I have these products if you would like to check them out. If one could only buy the serums and not the moisturizer I would say well if you have a moisturizer at home you like then try these serums with it (and then gave a small sample of the moisturizer to try).

Permalink Reply by Lisa VanBockern on November 30, 2012 at 2:20pm

This is really a great idea. Dave and I are working on a "retail webinar" where we offer advice on retailing. It's ideas like these that make retailing happen. The retail piece of esthetics is 90% in my eyes. The combination of home retail and professional treatments is what creates the "wow" effect and keeps our clients coming back and also referring people. It's what makes us successful (and essentially career satisfaction).

Permalink Reply by Abigail Ruelas on December 6, 2012 at 8:34pm

Great to know I have a smart and creative friend sheila! That is such a great idea! Unfortunately, this may not work in my product display case' but gonna try and figure something out.

Permalink Reply by Lisa VanBockern on November 3, 2012 at 7:35pm

Hi Sandra - wow, you just hit the topic of the day for me. Retail sales are critical for results, but its a matter of understanding our personality when we (as estheticians) recommend products vs. consumer philosophy. After hours of debating this topic (just today), can it be that we need to recommend product with confidence and not with a sales tactic? When I speak with a client, I speak with concern for their skin (not for sales). What I'm recommending is a clinical, results-oriented skin care product that is fairly priced. You have come to me for help or assistance with your skin and I ask you to trust me to recommend product that will make a difference in your skin. I believe in what I am recommending.

Today we had the conversation about samples. I think most people will dis-regard samples and not use them and so I, personally, don't use them. I just sell the full-sized product. However, I realize that some estheticians use samples to their benefit. I understand that they only gift a sample when a client is really interested. They follow up to ensure they did use the sample. Samples are expensive and the customer needs to realize that they have been given a gift (not a free product).

We are currently working on retail sales training and need to work on the philosophy part of it. Will keep you updated.

Permalink Reply by Sandra Hicks on November 4, 2012 at 7:44pm

Lisa I definitely agree with you on how we (estheticians) approach the clients with product recommendation. Not with the sales mindset, but with the feeling and idea that I am here to help you with your skin care needs, This is what I know will help you...I stand behind the product confidently. I found myself talking to clients in this mindset. I do believe it works better than just sales and product pushing ( not my area of ease).

I'll be interested and looking forward to a retail sales training offered by skinscript. I'm sure it will be great.

Permalink Reply by Devyn M. on November 29, 2012 at 8:09pm

I always struggle with sales b/c I don't find it natural. In fact, I had even emailed Kristi at Skin Script to ask for advice on how to sell. I love Skin Script so why doesn't everyone else? I'm better at it now but still now where I need to be yet. I mainly use Skin Script in my back bar so I think that helps me sell. My clients love the smell. I talk about the products and their benefits to their skin directly. To me, I can tell if the client is interested most of the time. If they are, I will give them samples. (that doesn't mean they will end up buying though) I have also had times when I didn't think they cared and they ended up asking me about the products at the end and bought a few things. When I fill out the rx sheet and give them the samples, I explain (and write it clearly) what they need to do. I am VERY specific! I also let them know that they can call or email me at any time. I feel that if they understand why they are using what I give them, they are more likely to use/try/buy.

I don't call my clients but maybe I should. I always think I'm going to bug them but I'm probably wrong. I do send all my new clients a Thank You card so they are at least reminded of me. :)

I like Lisa's idea of not using samples at all and just selling the product. I WILL get there one day! :)

Permalink Reply by Sheila Gordon on November 30, 2012 at 6:44am

It doesn't feel natural to me either although I want them on the good stuff I know that some people definitely can't budget for it. I actually had a client one time that was worried about money and I told her I would rather sell her product that she can use daily because if they aren't using any sort of home care then they won't see the results from the facial and then they will more than likely think...well what good what that or that did nothing. I like the explaination of going to the gym...you can't work out once a month and get results (although this is kinda my thinking...LOL).

Permalink Reply by Carla Cacelli on December 12, 2012 at 12:36pm

Hi!! I always explain to my clients how important is to do a home care regime and also say that the clinic service will not work as he/she can if does is not follow a home regime as well. While I am doing a facial I try my best to impress the client with my skin care theory thoughts. They most likely understand and kept thinking about. At the end I do show the products and price. What I do is...I do tell them the total of products they need and considering using for about 2 moths I divided the price so they know how much money they will be spending a day. This give an ideia that they are not spending toooo much money. SS is very afordable price. At the very end if I feel the will not get the products I do say I have "travel"sizes to try instead saying I have "samples". I do charge for it too $ 1,00 or $ 2,00. Most my clients call me back or next visit ending up buying.

To be honest I struggle to sell it too when I started. But after the first client buy it and call me saying the results I figure that is the best way to show them how better the skin gets after home care regime. When they come to the clinic service it get easier for us too. I love SS and I am growing with it. Lisa is very nice and helpfull for everything we need. I cant wait to see SS in Massachussets again. Take care! :)

Permalink Reply by Lisa VanBockern on December 12, 2012 at 3:01pm

Hi Carla. I like your idea of charging for the samples. If something is free, some consumers will assign a zero value to and not use it. If they pay for it, even $1-$2, they have an investment and would use it with more thought.

I agree that selling is a struggle. It always puts a pit in my stomach to sell, but that "pit" only lasts about 30 seconds. Once they invest in the product, the clients are happy with their results from homecare and their service and they keep coming back and referring friends.