There are three more girls getting ready to graduate. One of the girls told me that she’s giving my name to any of the regular clients she sees so they can request me when she’s gone. I thought that was very nice of her and I was very honored.One of her regular clients came in last Thursday and requested me. She wanted one of my favorite facials. Usually I tell the client what I’m doing each step of the facial so they’re aware of what’s going on, but since I knew she had this facial before, I didn’t.
Our clients fill out an evaluation form after their treatment, and this client didn’t give me a very good evaluation. She indicated that I didn’t explain what I was doing during the service. Just because a client had a particular facial before, I need to remember that I still need to explain what I’m doing. She marked me off on a few other things and it’s really hard not to take it personally when I felt I did a good job. I really do try to learn from bad evaluations. What is the best way to handle constructive criticism?
Also, I have one person who does my hair and one person who does my nails. When that person is unavailable and I see someone else, it’s not quite the same. It’s not that it’s a bad experience, it’s just that I’m so used to my regular person and how she does things. If I get more of this student’s regular clients, what can I do to make them comfortable with me? Is there anything I can do to make the transition easier? Is being compared a given?
July 9th, 2008 at 2:12 pm
You answered your own question: educatication, education,education.Load them with information without inerrupting the massage part.
July 10th, 2008 at 5:01 am
There are two technicians with completely different approach to criticism working in our skin care salon.
One of them receiving complain feels bad for dissatisfied client , and for the reputation of the spa and her own.
The other one in similar situation feels personally hurt.
The first one tries to analyze every complain, no matter if seems to be constructive criticism or a result of general unhappy nature of that client. She tries to learn a lesson every time.
The other one is looking for excuses and refuses admitting mistakes. She reminds herself that she is still a good technician, that she does a very good job most of the time, that the unhappy client has problems etc. If I keep encouraging her to focus on learning from unpleasant experience, she starts crying, so a then have to stop talking about the situation.
The first one is quick and easy type. The second one is sweet and sensitive.
Guess who has more requests and makes more money?..
July 10th, 2008 at 6:22 am
When you are in a student clinic, the public is there because of you and for you. Even though you are providing a service to them, they are really providing you a service. Does that make sense? One of their “jobs” is to try and help you understand what their experience was as your customer and, ultimately, improve. When you are actually in spa-land (or in any business!) you will almost never know why a client didn’t come back to you. That makes clients like these worth their weight in gold. It helps to step away from the feedback and come back to it when it’s not so fresh. Then take it as a “work in progress”. You aren’t expected to be perfect. This may not be soothing to hear, but you will make mistakes in the business and have things that you need to improve, even as an facialist with a dozen years of experience. Critiques are never easy to hear, never fun to hear, but really… how useful is, “that was great!” over and over again? If I’m practicing a new technique on my guinea pig clients I beg them to give me every bit of feedback that they can think of; it does get easier to take and you will eventually learn to appreciate it. My paying clients have to be tempted with free treatments and time on my table in order to complete the most basic of surveys. Take all the advice you can while you can get it from people who expect to give it to you. (Sorry if this is disjointed; I have a six-month old who’s teething and keep having to come back to my response.) Best of luck!
July 14th, 2008 at 8:37 am
I totally understand how you feel. Even though clients come to school for students to practice the treatments, this is the best time to get experiences, so don’t be hard on yourself. It was a lesson learned, will you ever do that again?? I don’t think so :)
Next time when she is there, you can talk to her and say how sorry you felt for not meeting her expectation. Most clients love “the esthetician” not their protocols!!! Good Luck,
July 14th, 2008 at 8:55 am
One of the greatest things you can learn in esthetician school is what I like to call the “psychology of esthetics” and believe me, that’s a HUGE part of a successful career. You got a little glimpse of that with this client.
When you are out of school and actually in your own treatment room, things might be a lot different than they are in school. While it’s good to tell the client what you are going to do, you also don’t want to talk through the whole treatment. Your instincts were right on….this client had had this treatment before, so it’s not really necessary to go through it step-by-step. However, now you know this is how that client wants it.
One thing you can do in this case is just start out the facial by saying, “Ms. Client, I know that you have had this treatment before, but would you like me to go through the steps with you, or would you prefer to skip that this time and just relax?” Then be sure to make a note on her file for future reference.
Good luck!
July 14th, 2008 at 9:25 am
Sandra, from my 8 years of experience working as an independant, most people don’t want you to talk through their service. They want to relax and enjoy it. If they have a question, they will ask and, of course, I would explain. What you might consider doing is asking prior to beginning your service whether or not your client would like you to explain each step of the treatment or to remain quiet so that she can relax. Explain to her that each client is different and expects different things, and you just want to clarify what her wishes are. That might set the tone for an even better treatment for her. Hope that helps you. Terri
July 14th, 2008 at 10:36 am
With every client, every time - ask if they just want to “zone out” or do they want you to tell them what you are doing with each step - many clients never want to know, they just want to relax. As for criticism, at the end of the day remember you can never please everyone, no matter how hard you try or how good a job you do. Learn and move on.
July 14th, 2008 at 11:33 am
I generally tell a new client that I will talk more during their first treatment than future treatments so we are both clear on procedures and comfort levels. Without their feedback, I have no way of gaging if the treatment selected is the appropriate one for them. In addition, I ask them to tell me one thing they liked most about their favorite facial and one thing they didn’t like about their least favorite facial. That simple question can provide a wealth of information and never fails to help me satisfy the client.
July 14th, 2008 at 12:01 pm
In respose to Sandra’s concern, unfortunately in any business where there are services performed, there will always be a difference or comparrison, when using different technicians or stylist. No one person has the exact same touch as another. However not meaning that we do not do a great service. My sugesstion would be is try to be very attentative to what the client is reqesting or looking for. If you feel that you can’t perform what they are asking, it is best to be honest with them and see if they would like to proceed. Continue to stay focused and don’t get too affended, it is a learning process. One more thing, don’t let the client see or feel your frustration. Share it with someone later who can understand you. Wish you much sucess.
July 14th, 2008 at 1:40 pm
Well to take things personally is normal as we are only human. But that is our ego talking. If and only if you can get beyond that by either agreeing or disagreeing to the comments of the client then you can proceed towards being a better person and a better esthetician.
Another thing always do your steps the same. This is the secret for all successful people. No matter if the client is new or a regular one always do your steps the same as always.
Every client is different and you have to take notes of every clients likes and dislikes. Some clients, like me, like to talk, some like to be quiet, some would like to talk and also know what is happening with their service etc… You as a professsional have to shuffle your skills as per client.
The other thing I like to suggest is that you are unique as well. There is only one you, and therefore no one can be like you and no one can be like another person. Therefore when a new client comes to you or your client goes somewhere else comparison will always be there. Just like you when you eat, you compare the taste, that is how clients compare us estheticians. My wife always asks her client if she does something wrong or the client does not like something, please tell her upfront so she may improve her service for them next time. This is what clients like, that you will improve for them. We are in a business where we pamper people with our services. So that is why our improvement to their liking is very important. Never take clients for granted. Clients are not yours or hers, or someone elses. Clients shop for Price, Service and Personality. Who ever has all three will win.
Now for the evaluations. If you are worried about evaluations then study the evaluation form and conform yourself to it if you would like only evalutions. I do not recommed that. I would learn from the form,only those things I would agree with to improve myself and then take everything else as per client.
I hope this helps to improve you and your services. Good Luck
July 14th, 2008 at 5:35 pm
sandra
just remember the type of client that goes to a school for services as compared to the client that goes to a spa for services is completely different. They are generally much more critical and difficult. Also, we are all different and have are own spirit. Trust me when I say in 2 years negative critism will role off your back. There may be circumstances with your client beyond your control.
Much luck in your future
jeniffer webber
the naked monkey
July 14th, 2008 at 7:55 pm
This is your opportunity to learn how to be the best esthetician you can. After 27+ years I still ask clients what I could do better. Their happiness is my bottom line.
July 14th, 2008 at 10:04 pm
Sandra, you got a lot of good advice in the responses above. One thing that wasn’t mentioned is that you can actually enlist your clients in the quest for their satisfaction.
As part of your consultation process you can ask them what they have, or have not, enjoyed about facials they’ve received in the past. That way you can learn about their preferred techniques and outcomes and tailor your treatment and interaction to fit.
Being compared is a given (in fact, I imagine a lot of the clients visiting your school clinic probably make a career of comparing all the students they see!) If you do receive more of your fellow students clients you can mention that you are aware that they enjoyed her facial, and ask them what they particularly liked. That is also a perfect time to gently acknowledge that you are not identical to her :) If possible also introduce some things that you know the other therapist didn’t do - for example some cool massage moves that you’ve studied on your own.
Christine
July 14th, 2008 at 10:05 pm
Sandra, you got a lot of good advice in the responses above. One thing that wasn’t mentioned is that you can actually enlist your clients in the quest for their satisfaction - this helps ensure a good outcome.
As part of your consultation process you can ask them what they have, or have not, enjoyed about facials they’ve received in the past. That way you can learn about their preferred techniques and outcomes and tailor your treatment and interaction to fit.
Being compared is a given (in fact, I imagine a lot of the clients visiting your school clinic probably make a career of comparing all the students they see!) If you do receive more of your fellow students clients you can mention that you are aware that they enjoyed her facial, and ask them what they particularly liked. That is also a perfect time to gently acknowledge that you are not identical to her :) If possible also introduce some things that you know the other therapist didn’t do - for example some cool massage moves that you’ve studied on your own.
Christine
July 15th, 2008 at 7:54 am
Oh my goodness Sandra. Remember, there are people that just want to play superior to the struggling student. You are providing a service and you ARE NOT a servant. If you know a client has had a facial then simply state to them that they pretty much know what to expect however if they have any questions you certainly welcome the opportunity to answer them. You just can’t please everyone so let them be the problem for someone else.
July 16th, 2008 at 7:42 pm
Yes, being compared is a given. Give it your best and I’m sure they will like you.. I used to get my feelings hurt real easy but no more I have so much confidence in myself after so many people tell you are the best..The first appointment I do tell them what I am doing you cant go wrong. Good Luck/
July 17th, 2008 at 8:29 am
You will always have someone who is not happy and is looking for perfection, even if you did it all right. Don’t take it personally.It happened to me once and I was so upset!! I was forewarned that this customer would be tough. But then I considered the source and got over it.
July 17th, 2008 at 5:00 pm
If you know you did a good job, don’t take it bad!
Some people are very unhappy with themselves and they try to make everybody else misarable.
Anyways, we can’t never please everybody so keep doing your job as good as you can, advance yourself by reading and taking extra classes and try to learn and understand criticism because it will always be a part of our job.
You don’t really know if your friend (the other esthetician) was doing extra services on this guest therefore, she may have expected the same thing.
A lot of things could have taking this guest to act this way Always remember to analize your job to see if this guest had a reason to act this way. Otherise, just try no have a good day!
July 18th, 2008 at 10:45 am
Svetlana: I’d like to think I’m like the first technician you mentioned. As hard as it is to hear, I do want to know if I’m doing something wrong so that I could work on it! Thanks!
July 20th, 2008 at 9:22 am
Hi Sandra
I graduated last year and have been working solo in a salon. When meeting a client for the first time - we take a few minutes before starting- I explain all the steps in the facial she has requested and answer any questions - she can then relax and enjoy “HER” time.
Good luck - relax and enjoy
Donna Lee
July 27th, 2008 at 6:12 pm
Actually, one of the MAIN reasons people go to an Esthetician School to get a facial is because they are cheap, cheap, cheap - I know because when I started working at a Dermatologists office they told me that was the main reason for going to the schools when they did. Now, over the past few years, because of the extreme pressure of competition and with all these new Skin Care Schools and Wellness schools that has cropped up everywhere in FL, etc.. - our Estheticians have decreased a lot of our pricing and offerred a lot of specials just to get these clients in the door. I have been very lucky how busy I have been but almost every June when the FL “snowbirds” go back to their 2nd homes in another state, business drops off alot for a least a few weeks. However, sure personality, touch and an Esthy’s skill has a lot to do with the amount of business she has, but it has gotten a lot more competitive out there.
Best Wishes,
April
August 1st, 2008 at 9:49 am
Thanks everyone for the great advice! I do need to try and not be so hard on myself. If I know I did my best, that should be enough for me. I know it’s hard to please everyone and one or two bad experiences shouldn’t cloud all the great ones I’ve had. Thanks again!
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