Tips on Technique – Part 6
Easily said but not as easy to pull off when you’ve got a chaotic day at work on top of what’s going on at home. So let’s quickly relax and focus our energy, so the client can enjoy her time and decompress from her busy chaotic life.
Relaxation for the client is essential.
Before beginning your service: Sit down and take 1-3 deep breaths. You can ask the client to take them with you. It’s only when we take a deep breath that we realize how much we need it.
Focus your energy on the partnership between you and your client. Shut everything else out. This is your time together. “I’m so glad you’re here and we have this time together. Please let me know if there’s anything I can do to help you relax and be more comfortable.”
Having everything you need within easy reach will help you perform an efficient and enjoyable service with easy transitions through all of the steps. Your client won’t wonder where you’ve gone, what you’re doing, or what that strange sound is.
You client does NOT want to hear your problems, drama at work, or anything negative. You have the opportunity to be a (or the) positive influence in your client’s life. If you have problems take them to your hairdresser, bartender, best friend (or counseling if you’re having a really rough time) – that’s when it’s your turn to vent. Celebrate her joys with her. Write important events in her chart so you’ll remember to ask about them next time you see her.
Let the client dictate the amount of conversation during the service. She may want to talk a lot or have it quiet. Take your cues from her. Either way, be sure to check in with her on comfort and educate her briefly on what you’re doing – especially new clients or if you’re introducing something new.
While masking – please don’t leave the room or sit there and text. This is her time so put those 10 minutes to good use and massage her neck, shoulders, arms, hands.
Problem: “When I leave the room after the service, my client takes a long time to change and come out of the room. How can I speed her up. She’s making me run late for everyone else.”
This happens quite often in spas with no locker room.
Solution: Your finishing movements should quicken a little to rouse her out of her relaxed state. Invite her to take a deep wakening breath and stretch (as you’re helping her sit up).
Do NOT tell her to take her time getting dressed (rookie mistake). She’ll think you don’t have anyone after her and fix her hair and makeup in the room. Try this as you leave the room: “My next client is here, so I’m going to greet her while you change and I’ll wait for you at the front desk. You’re welcome to use the restroom (give direction) if you want to check your hair or apply makeup.”
Let us know your thoughts on this. We like your comments and suggestions.
Rikki Kusy, CEO