What do you do when a client asks for a treatment that really doesn’t apply to their issue or won’t help them reach their achieved goal? At the end of the day, you’re liable for anything that happens, but where do you cross the line between giving the client what they want and what they need?
Maybe this has happened to you: “I want to look like this…” and your client hands you a magazine photo or slides you her cell phone with a picture of a celebrity smiling. This is one way that clients set unrealistic expectations for their services (another way is when they rave about the results their BFF achieved from a particular treatment and demand the same.) These are just two examples of clients setting unrealistic expectations for their services. The best way to tackle it is to explain the steps of your consultation so they know the "why" behind the "no." Here are some steps you should explain each time:
After a solid skin analysis, you should be able to identify whether your client is a candidate for her requested treatment. If your client is a right fit and the treatment would benefit her, then give her the risks so she can make an informed decision to go forward and schedule. If she is not a candidate, you can explain the unique characteristics that make up her skin and although she may not be a candidate for the celebrity skin treatment, you DO offer treatments and skin care that can make a difference for her.
You are ethically bound to do the right thing for your clients. It’s the best way to develop a long-term relationship of trust and, ultimately, protect your business.
Photo: Shutterstock | Production Perig
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Mary Nielsen grew up in Minnesota but calls Portland, Oregon home for the past 30 years. She is the Executive Director of Spectrum Advanced Aesthetics Institute and serves on the board of Certified Advanced Estheticians for the state of Oregon. She is a happily married grandmother who has been thrilled to be working in the never dull field of advanced esthetics for over 17 years. She spends her free time outdoors or at her sewing machine.
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