The following article is from the March edition of Skin Inc. and written by DeeDee Crossett, founder and owner of the San Francisco Institute of Esthetics and Cosmetology. She is an industry pioneer for raising the bar of undergraduate education for cosmetologists and estheticians and when it comes to client consultations we think she’s covered the bases nicely.
1. Consultation card. Please sign the consultation card. Ask them the same questions in writing and have them sign it to protect your liability. Also, not all humans are verbal linguistic. Giving them written questions along with verbal questions will reach different learning types. Read and review this information BEFORE beginning the treatment.
2. Skin concerns. What brings you in today? What is the skin challenge they are trying to solve? Ask the client to tell you what they want to see improved and solve that problem first.
3. Home care. What is your home care regime? With this information, you’ll discover their commitment level. How much time are they willing to spend to care for their skin at home?
4. Their likes. What is it you like about your favorite product? When a client shares with you “oh I love XYZ,” ask them why. Do they like the smell, the price, the results because it’s vegan…what is their reason? This will tell you what is important to them when making a purchase.
5. Commitment. Are you able to commit to a skin routine? Find out what they are willing to do before asking them to pre-book for their next appointment or make a large product purchase.
6. Medications. Are you taking any medications that have affected your skin? Asking them this way is less invasive. They may tell you more about what they are taking if you ask them the “why” behind the question. Clients sometimes don’t want to share medical information.
7. Exposure. Have you been exposed to COVID in the last 14 days? We would all like to move on, but you still should ask and remind clients that if they are sick, have symptoms or have been exposed, they should reschedule their appointment.
8. Diet. Have you considered changing your diet? Most estheticians are not nutritionists; however, we know the skin benefits of a healthy diet. Guide them to resources that will allow them to make wise “skin healthy” food decisions.
9. Family. Does anyone else in your family have this skin condition? This may help you determine whether they are genetically predisposed or if its environmental.
10. Usage. Have them tell you how they are using your products. Even after a client has purchased a product, check back in to make sure they are using it to their benefit.
Hopefully, these #10things will assist you in adding more “open ended” questions to your consultation. Obviously, you will adjust your consultation for a new vs. regular guest. Consider yourself a skin detective and enjoy getting to know your clients better.