With numerous options catering to diverse needs and concerns, it becomes a professional’s responsibility to have a thorough client consultation with their skin treatment clients. In a conversation with Vidhi Arya, Dolly Bhatia, National Education Manager at Skinora – the Skincare Partner for Professional Beauty India, Delhi – reveals everything you need to know to properly gauge your client’s conditions and needs.
Dolly Bhatia suggests that a thorough and proper client consultation helps professionals understand a client’s history, lifestyle, and current skin needs, enabling them to customise the treatment for the best results. A proper consultation also prevents allergies or contraindications, reducing the risk of adverse reactions. And, most importantly it fosters trust and rapport between the professional and the client, enhancing business and repute.
Let’s delve into the interview with Dolly Bhatia and discover things professionals must take care of during a client consultation.
How to approach client consultation in terms of soft skills and tonality?
“The most important thing is to be very friendly and not to be judgmental. When a client comes up to you, they already know their issues. You must avoid taking a negative or judgmental approach to highlight their issues in a demeaning manner. You must speak empathetically while asking their concerns, and politely highlighting the issues you see while suggesting the treatments you feel will best suit them. Use magical words, a polite tone, and work with a mindset of being helpful.”
What are the things professionals must uncover during a successful consultation?
“Some of the most important things to uncover during a successful consultation include finding out the client’s lifestyle and routines, their eating habits, and sleeping habits. All these will help us figure out the rationale behind the way their skin acts. You can also ask them about the climates they live in, their sun exposure, and other environmental factors that impact their life.
Another thing is to know about their skincare routines or the previous treatments they have taken. It helps you find out more about their skin’s history and the results they aim to achieve. And, based on this you can also choose a treatment best suitable for their skin.
Additionally, you need to know about their medical history. The ailments they’re suffering from, the medicines they take, and their allergies. Again, this helps to analyse their skin better. And, accordingly, you can suggest a suitable treatment that they will benefit from and can also prevent contraindications. You must also find out if they have metal implants, pacemakers, or piercings.
Ask these questions in a friendly manner, enabling the clients to open up to you without hesitation. You must soothe them into the conversation to get as honest answers as possible, as that’s what will benefit you both in the long run.”
How do you handle clients who are headstrong about the treatments they want?
“This is where your professionalism and expertise come into play. When you see a client’s skin and its needs, you know exactly what it requires. If it doesn’t match their desired treatment, then it’s your responsibility to mould and convince them. Use proper reasoning and explanations as to why that treatment will not benefit but another will. Use your conviction to bring the truth to light. When you deny their wanted treatment, do it tactfully.”
How can professionals explain the need for home care to clients?
“One thing is care, another is cure. Skincare at home is the base for cure. You need to make your clients aware that not only a one-time treatment can keep the skin healthy, but clients also need proper skin care at home to maintain those results and to keep the skin healthy. Skinora has a vast variety of home care products that one can try. Ranging from cleansers, moisturisers, and serums, there is a range of products to cater to diverse needs, such as anti-ageing, mattifying, brightening, etc.”
What role does feedback play in the professional’s journey?
“The most important role feedback plays is that it ensures professionals stay on their toes to deliver their best. When a client comes in, takes a treatment, and leaves feedback in the long run, it ensures that the professional can alter and tailor-make the treatment and procedure to render the best results for the clients.”
What is the most trending skin treatment at the moment at Skinora?
“During summer, skin easily gets dehydrated and sensitive, causing tanning and several other issues Combatting these issues, we have an Avocado & Oat Calming Facial Treatment Kit. This is especially suitable for sensitive skin. Its ingredients like Avocado from Mexico and Oats from Punjab soothe, heal, and revitalise your skin.”
Skinora takes on the role of Skincare Partner at Professional Beauty India, taking place at Pragati Maidan, Delhi, on July 1 and 2, 2024. Attendees will have the opportunity to learn more about Skinora’s facial treatments from Dolly Bhatia and gain insights into their application and benefits.
