I love getting facials and massages. As an esthetician and oftentimes the client, I get to experience both sides of the spa industry. As you can imagine I’ve had amazing facials and terrible ones. What sets them apart? I’m going to outline them for you!
1. The service is 100% hands on. Facials aren’t cheap. I’m not paying to lay there while my esthetician does dishes behind me, organizes products, or does any other fiddling. If your client is masking, do massage somewhere else. Steaming? Massage somewhere else. They have an LED panel over their face? Massage somewhere ELSE! Between neck, shoulders, scalp, hands, arms, legs and feet, there is never any reason to not have your hands on the client at ALL times (aside from a little reiki or energy work- I’m cool with that 😉)
2. Check in. Choose a couple times during the treatment to communicate verbally with your client to make sure they are warm/ cool enough, if pressure is ok, and that they are just comfortable overall. Call me weird, but I actually have a hard time speaking up about these things unless prompted. Remember that humans, and women especially, are often raised to “be nice” and speaking up to say something as simple as, “can you use a little more pressure?” can feel uncomfortable or even bitchy. Give your client the opportunity to make the treatment the best it can be for them.
3. Listen. Listen to your client’s requests and follow through with them. Most intake forms will ask your client what their goal is that day, or it gives a space for requests. I LOVE facial massage and I always ask for lots of facial massage and an overall relaxing treatment. Basically, rub my face and put me to sleep. 😂 Upon requesting this I’ve also received very little facial massage, as though my request was not as important as the esthetician’s default facial, or maybe she even forgot. HEAR your client. Tell them you hear them and what you’re going to do about it. Their request on that intake form is your biggest chance at making them a happy, returning client. Everyone just wants to feel heard.
4. Explain how things work. If it’s a new client, make sure they have detailed directions to your location beforehand in a confirmation email or text. Upon arrival, make sure they know where the bathroom is, where they should put their things, how and where they should undress or change, and when the service is over, what they are to do next. This takes TIME to explain all this, I know. Talk slow. You are giving them a lot of new information. But every esthetician that’s walked in to find their client sitting on top of the blankets wearing their robe like a cape knows how important this step is. This might be their first time doing anything like this. Walk them through it reassuringly. Because with that information they will feel more comfortable. Confusion of any type should not be related to the service. This is an often overlooked aspect of client care!
As you can see, it's all about connection! Yes masks and facial products are lovely, but the root of these services is always in human connection and nurturing.