When you work in the service industry, which applies to any job that requires interaction with clients or consumers, you must know how to communicate appropriately. In the beauty industry, you want your clients to understand how to care for themselves. Proper aftercare can ensure you can do your job more effectively. Here are some ways to convey this message to your clients, so they will be more receptive to information and more likely to take your advice.
BREAK IT DOWN
Communicate with your clients in a way that makes it easy for them to understand and follow instructions. Tailor each message to the particular service they are receiving. For example, if your client’s preferred method of hair removal is waxing, you will want to explain the correct protocol for that type of hair removal.
After you wax and cleanse your client’s skin, you can discuss the benefits of each step they can take in their post-wax care, like moisturizing daily. Follow up with your client about what they should avoid, such as going to a sauna and being in the sun, and then explain why.
If you tell your client to avoid the sun without telling them how sensitive their skin is post-wax and how easily it can irritate them, they might not be as likely to listen.1 Ensure you break down the information so your clients understand why they shouldn’t perform specific actions after hair removal.
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BE EMPATHETIC
Be empathetic with your clients and try to put yourself in their shoes. Before you were a skin care professional, you likely did not understand the reasons behind why you should avoid certain things. Many skin care regimens can contradict one another, so it can be challenging to correct what someone’s mom or grandma told them about how to treat their skin.
Understand that your clients’ situations may be unique to them and listen respectfully to their problems and concerns. If you can identify with your client, you can form a personal connection with them, which will help them trust you more and benefit your business.
Let clients know that your treatment room is a safe space for them to voice their concerns and that you will help them prevent skin issues as much as you can. Use this to teach your clients that self-care is essential to their mental health and how prioritizing it can benefit them.2
It is not uncommon for clients to think their service provider just want their money so empathizing with them can help them understand the benefits of homecare. Teach them that their actions can make a real difference in their skin.
You can only do so much while clients are in your chair. The rest is up to them. Explain the stages of hair growth after removal that apply to their service and what they can do to prevent any skin issues from occurring once they leave the service.
ENCOURAGE QUESTIONS
You must understand what you offer to explain every angle of it fully. When you provide threading services, tell clients not to exfoliate for 24 hours after they get their eyebrows done and explain why.
Be ready to answer any questions they may have about why they should avoid anything you tell them about. For example, tell your clients to avoid hot water for up to two days after laser removal since it can blister their skin.
Encourage your clients to ask you questions about your services, so they feel comfortable and understood. This can help them open to you more and feel more confident in taking your advice and returning to your service. It can also help clear up any confusion your clients may have about how to take care of their skin.3
Clients might wonder why they should treat their skin differently when they get a wax than when they pluck or thread their eyebrows. To understand how to avoid damaging their skin, they need to get correct answers from their skin care professional. Explaining things fully and encouraging questions helps your clients take responsibility for any skin issues they may experience.
COMMUNICATING WITH YOUR CLIENTS
The last thing you want is for clients to blame you when they experience adverse effects from not performing proper aftercare from their service. Use clear and concise communication so you and your clients are on the same page about what they should and should not do after leaving your care.
As service providers, professionals face the challenging task of communicating with clients effectively. When you don’t explain hair removal aftercare to clients properly, you risk blame for any adverse reactions post-service that could have been prevented if the client had understood and followed the rules. Therefore, it is important to pass on simple and clear instructions, offer understanding, and provide a welcoming environment for questions.
References
1. Top 10 recommendations about post waxing care that will definitely help your clients. Beauty Image. (2020, December 2). Retrieved January 23, 2023, from https://www.beautyimageusa.com/blog/top-10-recommendations-about-post-waxing-care-that-will-definitely-help-your-clients/
2. Why self-care isn’t selfish: Gateway addiction rehabilitation. Gateway Foundation. (2021, August 26). Retrieved January 23, 2023, from https://www.gatewayfoundation.org/addiction-blog/why-self-care-isnt-selfish/
3. Communicate with customers. Support for businesses in Australia. (2021, August 4). Retrieved January 23, 2023, from https://business.gov.au/people/customers/communicate-with-customers
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Mia Barnes is a health and wellness freelance writer with over three years’ experience covering beauty and skin care related topics. Barnes is also the founder and editor-in-chief of Body+Mind Magazine, an online wellness publication.
