Most people are very selective when it comes to choosing someone to care for their personal needs. They expect their personal care provider to treat them with respect, advise them honestly and provide appropriate professional services in a safe and supportive environment. In the skin care industry, personal care, also known as client care, is a business essential.
When clients are well cared for, everyone benefits
The goal of client care is to guarantee client satisfaction. There are five phases of service that help the esthetician achieve this goal, and each of the phases has a different objective in the service process.
Phase One: Greeting
Phase Two: 3As - Ask, Analyze and Assess
Phase Three: Agreement
Phase Four: Delivery
Phase Five: Completion
These phases are designed for clients to be actively involved in their treatment before, during and after the service. And gain a client’s trust. The first three phases are extremely important in helping to ensure clients safety, comfort and satisfaction. Gaining client’s trust, understanding their skin care needs and establishing agreement in regard to the services they will receive ensures that the esthetician will deliver the necessary and appropriate services.
Phase One: Greeting
Throughout an esthetician’s career, they will meet many different people from all around the world. They can and will win a clients’ respect by greeting them professionally and respectfully:
- Offering friendly smile
- Making direct eye contact
- Welcoming a client warmly
Phase Two: 3As – Ask, Analyze and Assess
Ask, Analyze and Assess, is more than a question-and-answer exchange between client and esthetician. It is a guided conservation that invites clients to share their expectations as well as their reasons for requesting services. Together, the esthetician and the client will talk about the client’s background, medical history, major skin concerns, current home care regimen, and product use and expectations. This will allow the esthetician to document specifics such as current treatments, products and noticeable changes in skin for each visit.
Phase Three: Agreement
Following the first two phases of service is the Phase Three, Agreement. The esthetician will summarize and make sure that the client agrees on the recommended treatments, cost of services and home care products. The client should give feedback on the recommended treatments and suggestions, and ensure both agree before beginning the services.
Phase Four: Delivery
The goals of this phase are to ensure client comfort during the service; to educate the client and explain what is taking place; and to attain results that satisfy the client’s needs and expectations.
When it comes to client are, little things can make all the difference
Phase Five: Completion
During this phase it’s important to have the client’s feedback, recommend a home care regimen and products, scheduling the client’s next appointment, and expressing appreciation for their visit. This phase also includes following up with clients to ensure satisfaction with the service.
We hope this was helpful. Relax, enjoy and stay safe.