Getting to Know Your Clients as a Licensed Esthetician featuring Devan Jesmer

As licensed estheticians, we know that a customized at-home skincare routine can make or break a client’s results. How do we communicate this to our clients? Getting your clients on board with skin treatments can also prove to be challenging without the right approach. Below, I’m going to share the strategies that I’ve picked up in my three years as a licensed esthetician both in the treatment room and in my virtual services.

Share Your Expertise + Passion

So a client chooses to work with you – amazing! They appreciate your approach, your voice and your expertise. But this is where you get the chance to show your clients your expertise.

When I first begin working with a new client, I like to reintroduce myself and explain my background. You don’t know what your client knows about you before a consultation. Make sure everyone has the same baseline knowledge, start by sharing your background.

What is an esthetician?

I didn’t even know what an esthetician was or how they could help me until my late 20s. I always like to start by explaining what my role is and how I got here. I share my background, and why I am passionate about skin health and skincare. As someone who had cystic acne for most of my life, I bounced between dermatologists looking for solutions. I didn’t even know that estheticians were an option. I worked in corporate HR and finance for a decade, before I left for esthetician school to follow my passion. After schooling, I then took a written and practical exam given by the state to become licensed.

The license is what sets estheticians apart from beauty advisors, or other types of sales-focused skincare professionals.

Getting To Know Your Clients

When I am onboarding new clients, I send them a detailed intake form. I get to know them beyond their skin type, skin concerns, skin goals and current skincare routine. Getting to know clients at a deeper level allows you to get a sense for how a skincare routine can fit into their particular lifestyle. The goal being that they can commit to the routine, stick with it for the long haul, and see results.

What is their lifestyle like?

Do they have very limited time to themselves? Are they traveling weekly for work? Do they spend their entire winter snowboarding? This gives me a window into how many steps they’re going to be able to incorporate which guides my product choices.

For example...

Someone who wants minimal steps means I am going to pick more multitasking powerhouse products. So they can get results with less steps. If someone is traveling weekly, I am going to recommend a travel-size routine that is portable.

What is their budget?

I’ve always believed that skincare should be accessible. As professionals, we should be able to help people with a wide variety of budgets. Time and time again, clients feel like they have to spend a lot of money to reach their skin goals. This usually turns them away from skincare professionals. They are less likely to buy and commit to products that stretch their budget. Instead, I guide someone to where can save money in their routine. While educating them on which products are worth investing in for the greatest results.

What are some of their favorite products? Which products have they not had success with? What kind of products are they drawn to? Any brand favorites?

These types of questions help me gauge products that they’re drawn to. Textures that they either love or hate, or if there are any products that they’re going to have a hard time giving up from their current routine. It shows me how long it will take them to adapt into a new routine.

Setting Expectations - Language + Approach

My number one goal when working with clients is to get them results, and educate them on how to get there. I like to set clear expectations on what this could look like, and establish an open line of communication. Pomp’s messaging feature allows your clients to message you directly through the platform, making it so easy to check in and chat with clients.

Products take time to work.

Results you want to see in the gym take time. So your skin also takes time and dedication to see the results you want. I  like to schedule a check in at the beginning of the routine, and another about a month in to see how things are going. I encourage clients to check in with me if they have any questions or concerns.

Adjustments are normal.

I do my best to make sure you love and enjoy your routine, but sometimes we have to make adjustments. That’s normal and a part of the process. I let clients know it’s okay to let me know if they don’t love a product, or something isn’t working. It’s my job to help them tweak their routine as needed.

Education, Education, Education

I’ve always felt that it is important as a licensed esthetician to approach clients from a place of education versus sales. Education guides everything in my practice and my approach. Clients are always going to be more likely to buy and commit to a product and routine if they know exactly what it does. Or why it is fit for their specific goals, and is also a match for their lifestyle and product preferences.

The Routines feature within Pomp allows me to do this. I can add steps, recommend products, and write notes explaining why I chose the product for my client. This is also where I like to highlight specific ingredients, and how they work on specific skincare concerns.

Building Trust

All these things combined build trust between you and your client. It’s what keeps your client coming back to you, and committing to an at-home skincare routine that gets their desired results.