[00:00:00] Welcome to this week's episode of Beauty Babble. Today we're sharing tips on how to boost your confidence when you're interacting with your clients. Hi Suzanne, how are you doing today? 
[00:00:11] I'm doing much better than the last time we talked. Thanks for asking. You sound really good too. 
[00:00:15] Yeah, my voice is coming back.
[00:00:17] Not fully 100%, but we're getting there. 
[00:00:20] I know, I know. You'd think we gave it to each other, but we're pretty much on here on camera with each other. 
[00:00:26] Yeah, well, I know I got it from my kids.
[00:00:28] So today we're talking about kind of going off of an article that you had read about growing confidence through conversation is the title of the article.
[00:00:38] And We thought we'd just kind of dive into it because we've both, I don't know about you, but I've experienced it on my end when I first started, and then I've also engaged with a lot of estheticians that have felt this way as well, where you're unsure of your, yourself a little bit. Absolutely. Why don't you kick us off?
[00:00:56] Yeah. 
[00:00:57] Yeah, I mean, that's something, if you're not [00:01:00] feeling that way. And I think you're missing some things because there's so much information that you're learning and keeping up with and you know if you think going to school was tough, right, all that information they hit you with well in the industry to try to keep up with unless you're, you know, maybe you're doing quite well in your treatment room and you're in your own little bubble and that's okay but I think a lot of people are struggling.
[00:01:25] to build that clientele and to keep them coming back. And because there's so many more, like we're so saturated in this industry with. Lash techs on their own and facial technicians and waxing, and then all of it, and, you know, more and more one on like solo entrepreneurs, I guess you could say. And anyways, and just from conversations I've had with with people in the industry and, you know, they're always, they, I mean, it's, it's good that they're comfortable to share that.
[00:01:53] They're not, sometimes they're just not confident. They don't know how to come across confident and, and it's [00:02:00] not I don't want to say it's not hard because. Many are just doing it already and they don't even realize they're doing it in their treatment room. And that's that conversation you're having, right?
[00:02:09] From the start to the very first time you meet that client and the next time they're in for their appointment. And you've heard me talk about the consultation, the consultation, you should always be doing some form of a consultation when that person comes in your room, not as fully, thoroughly as you need to that first time.
[00:02:27] But I think, I think it just helps you keep that niche of your professionalism with your client. And like I said, I think I've said this already you know, our trend of our industry has gone so digital and technical that we have lost our touch, the physical touch, and our verbal touch, that communication.
[00:02:49] You think back to school, what were two types of communication? It's verbal and non verbal. And with the digital world that we're in, it helps and it's a great tool to [00:03:00] have, but we can't forget that it can't replace the human side of it, I think. 
[00:03:06] Yeah, sure thing, 
[00:03:07] right? 
[00:03:08] And I think with the with the consultations, like when you have a repeat client, you, you can kind of weave in your questions in a conversational manner, where you're touching on all the things that you need to double check on without it seeming so clinical, and how you're asking, right?
[00:03:25] Right. So I think everybody can develop their own style of how they do that. But you know, have three or four questions that you're always asking at the beginning, for your repeat clients that are, you know, Updating your, their intake form, just making sure you have, you still have all the information up to date.
[00:03:43] Yeah, it's not just the intake form. I guess it's like, that's general, like, do you break out? Do you, when's the last time you waxed? When's, like, those are, are just everybody's questions almost, right? But now, Use it as a guide to see what else you can get. I'm sure there's people out there and it's probably happened [00:04:00] to you too during, because it happened to me many times where we went through the consultation form.
[00:04:04] I did my part of asking the questions and then partway through the treatment, whatever it was, waxing, a body treatment I don't know, you name it, facials. And then it comes out what they did. And you're like, I just, I just went through the form with you and you didn't mention that. Right. And I think that's something that that's why it's important to be asking questions a little more and be prepared that during the treatment, they might divulge something else.
[00:04:30] I had, I had a client one time say, I don't use anything. Okay, no problem. I'm not judging. I just made sure she understands. I said, so I find it interesting. He's nothing, but you want to come for a facial. Okay. And it wasn't gift cards. So I was like, something's going on. So I just sat back. And again, that comes with experience that you, you realize that does not add up.
[00:04:51] Typically a gift card. Sure. It's a treat. They're going in for a facial, but when someone out of the blue books in for actual [00:05:00] treatment, that means they looked at your menu. They did the effort to book. So anyways, talking with the clients. Okay. So no problem. Then I, you know, I said, I am going to tell you.
[00:05:10] It's your first time so I do like to give just a little bit of information of the steps that I'm going to be doing. I'll make sure that it's still relaxing for you and calming and blah blah blah and I'll hit whatever goals you have and apparently you know there's no goals either. Just make me 20 years younger.
[00:05:24] It was so vague and I went okay this person's had a bad experience. 
[00:05:29] Ah, okay. 
[00:05:30] I think. It probably was constant selling, like, you know, that whole thing, or upselling the treatment or whatever. So I just pulled back and said, she's here for a facial, I'll do that. Long story short, as we got through, it came up, she says, yeah, I used hyaluronic acid last night.
[00:05:47] I said, Oh, good for you. I love hyaluronic. I didn't say, well, you didn't tell me that. Yeah. Yeah. You lied. Yeah. You lied girl. Anyway. So I just said, Oh, that's great. How did you hear? But I'm [00:06:00] curious, you know, well, you know, I did a walk and then so it was something, I don't know that she went into some retail place and they sold it to her basically, or she did her own reading and then went in to find it.
[00:06:12] But I said, Oh, that's good. That's great. So it wasn't until the very end of the treatment. Where I said to her, I said, so with your skin, cause again, I, I also stood, did my part and said, from what I can see and working on your skin, how often are you using your hyaluronic acid? Cause she's hydrated. Do you drink water?
[00:06:33] She goes, I try to drink water. I said, well, let me, I'm going to just help you how to benefit the product that you purchased. So I told her how it's three times. You know, what is it? No, 3000 times and it's weight and holding water. So if it has no water to hold on to, it's not going to do its job. So you're kind of wasting the product.
[00:06:52] So you need to drink more water, patch your skin, keep it wet after like, not just, Oh, I didn't know that. So [00:07:00] through conversation and asking questions, and then I flip the coin to be, I do know things, do you know what I mean? I didn't, I didn't con you know, condemn her for lying. I just. And that's the whole point of this.
[00:07:15] I think when I look back and all the years I've done it, and to this day, still, it's like, just sit back and don't don't go, my God, she's lying. It's like, but ask why. And I think that's a big one is if you have more of a reaction in your head of, Oh, I wonder why she thinks that, or he thinks that I wonder why they use that.
[00:07:38] I wonder 
[00:07:38] why they don't come regularly. I wonder why, you know what I'm saying? Like curiosity. Yeah. You got to keep asking yourself. And before you know it, I mean, luckily it wasn't anything crazy that she was using and it was just a facial treatment. So I wasn't using chemicals or, you know, and it was just, I don't know, acid, right.
[00:07:58] But yeah, it was interesting. And then [00:08:00] she talked about vitamin C. Now that I remember, I was like, girl, I thought you used nothing. 
[00:08:05] So that kind of just makes it. It kind of, I know we've said this a lot, but it's like you as the professional doing the treatment sharing your knowledge and giving like you did, you gave some tips, you shared knowledge that helps build trust with your client.
[00:08:27] And when they trust you, you're going to feel more confident in the knowledge that you have. So really it kind of comes back to like, That building your confidence, right? 
[00:08:37] It builds. So what does that do? And I mean, I know we don't like to use the word sales, but that's what you're in, people. It's a service industry and the service that you provide is a sale.
[00:08:47] It's a service and you're purchasing. So when someone purchases something, that is a sale. It doesn't matter if it's your cheese at the market or the, you know, whatever it may be. It's, it's [00:09:00] not a necessity of life, right? This is a service industry. So how do you, how can you build the confidence, which brings.
[00:09:08] The confidence in you and your client, potential client, right? Yeah. And then she had questions at the end, which was really, really kind of cool. Right. We don't have to dive too much into that. I think 
[00:09:21] that like what that does, like she came in hesitant, right? 
[00:09:25] Closed off. Shut the door. But I think, 
[00:09:28] like, nobody, in my opinion, this is my opinion, you're not spending money in a facial if you don't care about your skin or there's no actual motive that you have because there's something that you're seeking.
[00:09:43] And so you can come and spend however much your facial is and you do that client a disservice if you're not teaching them how to Prolong the effects or reach their goals because sadly you're not going to reach your goal with one facial we all know that unfortunately. [00:10:00] So you have to continue like if you have a goal that's why I think again we talk about like the consultation but it's really to get information so you can better serve your client.
[00:10:11] Yeah exactly so conversation is is huge right. And the other thing too is it helps It helps you figure out, so I start to figure this out, right? Like I'm using this as an example. So in my head, this isn't just a la la la facial. Like there's a, it's a service and I want to, I want to give this client, like I'm going to wow her.
[00:10:32] She can be blown away and she'll think about her next facial and she'll think of me. That sounds arrogant, but you know what I mean, right? I want her to be confident in asking questions. And, you know, I, I even, I still do the same spiel, you know, because of cell renewal. This is why we recommend every four to six weeks for treatment, blah, blah, blah, blah, blah, blah.
[00:10:54] And how you support it at home. And, you know, I said all those things and it sounds like you're, you're on a great plan to [00:11:00] start with. And if you need anything, I'm here. And I tried not to come across salesy. But more educational, educational sales. 
[00:11:10] I, I know, but nobody wants to admit that though. I think, I think your example also touches on one of the other points in the article, which is about like dealing with different personalities or different approaches.
[00:11:24] Like, I think you could, like, you could have taken it the wrong way. You know, when she came up, you could have gotten a little defensive and shut down. And that's what 
[00:11:33] happens. And people are like, okay, fine. Be that way. And then, yeah, here, here's your 
[00:11:37] facial and not to say anything. And that actually does both of you a disservice, 
[00:11:43] right?
[00:11:43] And you're not, and you're forgetting touch is huge. The energy that comes across it, whether you believe it or not, have you never had someone put their hand on your shoulder and like, Oh, just, You don't know why you feel that way, you just do, but you have other people you have no problem with them standing in your [00:12:00] space.
[00:12:00] There's others you just back up a bit, right? Don't question it, you just intuitively accept it or not, right? So I think that's again, so technical, so digital, so, you know, out of touch, physically out of touch with people that we forget that. But yeah, it's in dealing with different people. I actually, I'm going back a long time ago when I started to look at building my business and hiring different people, I actually took a course on it.
[00:12:28] I want to know how to deal with people because I know there's different personalities and I want it to understand not to become a reactive person. And it's in my personality too, a little bit. And I know that, but. It did teach me about people. I just wanted to make sure that I don't put my back up against somebody.
[00:12:45] I don't come across the wrong way. And especially for staff, I really wanted to make sure that I was trying my best that I could, and yeah, you have good days and bad days and you just got to own it and tell them like, this is a bad day. This isn't the day for this for me. Kind of [00:13:00] like I used to do with my kids.
[00:13:01] But I think if you, if you realize there, A lot of times I used to say to staff, I'm like, Oh my God, Doreen was in today. I don't know what was going on with her today. You know, cause they're regulars, but something different, it's not about you. You don't know what went on in Doreen's day. Yeah. If you're listening, it wasn't Doreen.
[00:13:20] I'm just using her as an example, but right, and I said, it's not about that person. So if you sit back and treat them consistently the same way. In that eyebrow shaping, in that lash tint, in that, the lash session, the pedicure, facial, it doesn't matter what it is, they're gonna love you for it. And just step back from it, don't take it, and then make sure you get rid of that energy.
[00:13:47] Yeah. 
[00:13:47] I think it, part of it is like, you know that saying like, read the room, but you read your client, like, and, you know, sometimes they come in and they're, They're got a slow pace, they want to chit chat, and, and [00:14:00] other times they want in and they want to get the thing done and they want to get out. And I think that you have to be flexible and adaptable, like, I think, like water, you just got to fit into the container because being consistent with your service, yes, but you also have to kind of adjust your level of energy or chatting it, whatever it is, I think too.
[00:14:22] To the energy that your client is looking for and you get that with kind of understanding, you 
[00:14:27] know, and if you've ever had the client, I'm sure we've all had that client who is just in that argumental way. They're just, it's just not good. They're going to disagree with you on everything. And it's just life and life handed them a bad deck of cards that day or whatever, or the last few months, whatever it may be in their life.
[00:14:44] And I think we have to still remain professional, not allow them to beat up on you, like verbally, right? I get that there's a limit, but you actually have more control over the energy in the room than you realize [00:15:00] sometimes. And when you change it, I've done that. I've walked out of a room. I said, like, I'll be right back, just give me a second, okay?
[00:15:07] And I leave, it's like, oof, I gotta cut this off, like, it's no different than an argument with a person on a telephone. I was told, put them on hold, it's like, what? And one course, I remember I was like, really break that off there on a rampage, cut it off, but I'm on hold. I have to put you in a hold for a second.
[00:15:24] Just give me a quick second. I'll be right back. I'm so sorry to put you on hold. Okay. So from what I'm understanding is you're upset because, but, but, but so you've changed it. You flip that coin out of their hand, right? And it's no different. The treatment we're in the same way. You know, I had a client was it was interesting.
[00:15:41] She never shared what she did in her profession. Exactly. I don't know what she did. I knew it was high level stress. So I said, okay, she doesn't want to talk about it. So I'm not gonna ask her. She came in one time and she was just like, Ooh, gosh, I'll never forget it. Her energy. And I was like, Oh my God, what is going on today?
[00:15:59] Like [00:16:00] she was just in a bad place. It's dark. Like you could just feel it, see it, everything. So I stayed quieter and I said, you know what I know you really enjoyed that tea. I came to remember I had a new tea and said, did you want a cup of tea before we start? And she just looked at me. She goes, you know what?
[00:16:20] Actually, that'd be great. Let me go get you a tea. So I went and got her a tea, brought her in the room. Now granted, I had to still watch my time because I had clients coming, but I played with this. Just gave her a moment. I said, here you go. You know what, while you sit and you get ready and change into your gown, take a few sips of tea and I'll be back.
[00:16:42] I'm going to give you a few minutes. Okay. And I left the room again. I had the music I had. So I flipped the coin. Was she 100 percent happy? No, she had a really bad day, a very, very bad day. And I found out after she was in she worked for a crisis. And she had been working with someone and [00:17:00] unfortunately things went very bad and so it hit her personally, right?
[00:17:03] But I knew something was wrong, but I didn't know what and I never asked. And it came out later because she told me, I think the next time she came in for brow wax, she goes, you know, I have to tell you something. And she goes, what? I said, I lost a client that day. And 
[00:17:18] I think if you had asked that day, it wouldn't have, it wouldn't have gone over well.
[00:17:22] Like 
[00:17:22] you said, read the room, understand if they want to talk, they're going to share. Yeah. Yeah. Right. And if, and I guess that first time client, I doubt that they would come. No. Right. But if it's your repeat client, like they want to be there, they still want to have their service done. They booked the appointment.
[00:17:38] Thank God she still came. Cause I was, it's prime time, man. I still want her to come. I'll just figure it out. Is it a lot August? Yes. If you're a person that takes on other people's energies, you know, when you, you don't know why. Yeah. You know, someone, I don't know, is in your room and they're in a bad mood and you come out, you're all, blah, blah, blah.
[00:17:56] Well, that's what happens. We humanly can [00:18:00] take on, and some people take on more or easier than other people. If you're that person, you need to find a way to step away from that. And, and change your perspective, your energy, your head you know, whatever, whatever it takes. And maybe that's something you need to do for self care, right?
[00:18:19] It's, it comes down to that self care, but you know, you're listening to your client. I was listening. I could see the non verbal communication was huge, right? So verbal, and I think that's 
[00:18:31] the other one listening, yeah. Body language, like all of it, listening, body language, for sure. 
[00:18:38] Yeah. 
[00:18:39] Like, I have a bad memory, so I think things like the tea, or I would just make, I used to make notes of that, like this person does this, or they like, because I'm not going to remember all the little things unless they were really like there every week, I wouldn't remember.
[00:18:53] So that might be something that listeners can do, and that in having that, again, back to like [00:19:00] that confidence, if you have that, you're not questioning yourself in like, what should I do in this situation? Go back and see your notes. Like, okay, I know this client likes tea. I'm going to offer her some.
[00:19:12] She seems a little off today or something like that. Like always kind of give yourself the tools that you need. And we all operate on a different level. Like that might not work for some people. Right. But like for those who need, who need it written down, having those little notes or even like a cheat sheet in like, okay, reminding yourself, what do you do if you have a client that does this?
[00:19:36] And having like three things that you're always go back and default on. I'm a person who likes to be like super prepared. So I always like have these scenarios on the cave. I experienced this and I'm going to default to whether it's you choose to give them extra time or. Do the T interruption, whatever it is, like, have a little strategy for yourself.
[00:19:58] And I think that like the [00:20:00] listening part. There's a lot to like that active listening, you know, where you listen, you're like, oh, I hear sometimes people just want to be heard and they're having a hard day and they want to come in and they just want to vent. It's basically like we're part time therapists, too, without doing it.
[00:20:16] Really? Oh, yes. Oh, yes. Right. So sometimes like even, you know, read up on active listening or Just all like, just like, oh, I hear you. Yeah, I hear what you're saying. So you're, you're, you're saying this or what, you know, like just saying it back to them in, in a way that they can see that you, you're 
[00:20:34] listening.
[00:20:35] Well, what do they say? You have two ears and one mouth. Use your ears. You've got two. 
[00:20:39] Yeah. 
[00:20:40] Right? Like it's less talking, more listening. And I think that's huge because like I said clients are going to have different issues in, in their concerns, in their life, in their workplace, at home, like as we do, it's no different, right?
[00:20:53] It's, it's choosing to come in to work happy is a choice. I [00:21:00] hate to say that, but I've said that so many times, like it's a choice you make, try to do it. Because whatever's going on in your world. You can't fix it while you're working. So you need to think about that first. And then how can you flip the switch for that client?
[00:21:16] And then it just, you know, and that's something I used to talk to staff. They'd be like, Oh, you know, I feel like I'm thinking I injured dreams late again. Well, why is it related to FYI?
[00:21:29] You know what I mean? It's like, okay, but you know, she's always late. So what's the big deal? Why is it a shock again? Yeah, but you know, 
[00:21:37] you're starting 
[00:21:37] your energy off wrong though, I said. You change your energy. She's going to read that you're pissed. That she's late again. So, you know, she comes in, she's sincerely apologetic.
[00:21:50] Does it drive us crazy? Yes, of course it does. But don't do it to yourself. You're just going to have to laugh, say, yep. You know, you can cut back on something. [00:22:00] Don't tell her that as the other thing is like, well, I can't do your, your pedicure massage now. Jesus, you don't talk to your clients like that. And I know people do like it's, I said, just, I wouldn't do it that way.
[00:22:12] So, you know what, we're going to get through it. I'm going to do what I can. And you just might have to make a few choices in today's services of what I can provide, but we're, I'm going to do what I can. Let's just get in there. Right. So it changes again. You're flipping that. You know, you're listening actively, you're seeing their body language, you know, the ones that come in that are, you know, standoffish and don't care, like they're late again, like what you should be doing my service regardless.
[00:22:41] I actually had that the other day, someone told me, I'm not going to say where this is, but a different dynamic of an area, another town, another place, another province, they just call it like we're in Edmonton, right? So they'll just say, Oh, that's Edmonton time. That's how it's, they're always late. I'm like, I'm sorry.
[00:22:56] What? Really? Yeah, I was like [00:23:00] blown away. I had no idea. It's like, wow, how do you deal with it? All of her clients 
[00:23:07] every day. Well, I think, I think in that you'll have to be like, if you know, your client is like, I get the, sometimes people are late, but if I know that somebody is always late, I would just.
[00:23:21] Just plan for 
[00:23:22] that. You're reading. They're all the entire salon spot. They said everywhere. And if you, if you do anything with that, they'll just go to the next competitor. They don't care. I said, wow, that's amazing. I said, let me, let me ponder that one for a little bit and we'll get back to talking. Yeah.
[00:23:37] Right. Cause it's like, that's just blew me away. I couldn't believe it. How disrespectful, but I get it. I mean, it's a culture. The, it doesn't matter if it's, you know, the dentist, the oil change appointment, the, it is culturally there in everything. I said, no way. I just didn't know. I thought, wow, 
[00:23:57] I don't think so.
[00:23:59] [00:24:00] But okay, I wanted to make a point about the You know, coming to work happy or whatever. I think that that is it's important. Like I think we listen to our clients, but our clients are not there to listen to our problems. And I've had that where I was the client and I went to a massage place by my house one time.
[00:24:22] And I never went back because the entire time. I was listening to during a massage to the massage therapist's difficult life and I felt, I left leaving feeling bad for her and just like, it was just not a pleasant experience and I get people have, we all go through hardships and you have bad days but you can't tell, you can't take it out on your clients basically.
[00:24:47] You know 
[00:24:48] I had a client one time that she pretty much always had something wrong in her life, right? And she said, Suzanne, I want to know about you. Your life can't be that perfect share with me was like in my head, I'm like hell [00:25:00] no, that's not going to happen. But I said, well, no, it's everyone has something going on in their life.
[00:25:05] It's this isn't the place where I share it. This isn't, I don't share. Yeah. But I want to, I want to feel better about myself. I'm not the only one. Listen, you're not the only one. I know that, but, and, and she kept trying to pry. Well, you sound like you have, I've knew, I mean, I known her for like 12 years. So I.
[00:25:25] Long, long time, right? Many, many years before she did that. And she'll say, but you, you never complain about your husband. You never complain about your kids and your life and your business. And I said, because that's just not who I am. I don't do it in here. I'm here to give you a treatment. Yeah, but could we, you know, sit after the treatment and you tell me, I'm like, why do you want to know so much about my life and why do you want more negativity in your life?
[00:25:52] Don't you have enough? Because I've known her for a very long time and she just, yeah, but you know, but you're not the only one. You're going to have [00:26:00] to just trust me on this one. You got to figure it out. Yeah. Just, but you always, you're always consistently happy. And I, that's why I say I make a choice when I come in and that's, and I've always kind of done that in my world for my sanity.
[00:26:17] This was about me though. I made that choice. It wasn't to come off of something like life is perfect or anything. It was just for me to get through my day. I need a positive world. And my household knows that if it's a negative world, I'm like, Oh, take that somewhere else. I don't want to hear that.
[00:26:32] Like venting is one thing and you can share your day and I get all that, but when it becomes a rampage of everything, I shut it down. I always have said, Nope, not going to listen to that film work. You can carry on your conversation. I'm going away now. 
[00:26:47] To a certain extent, though, like in, in building out your, like your communication skills and learning how to interact with different clients and different personalities.
[00:26:58] I feel like. You [00:27:00] eventually, when you start out, you'll have more varying personalities, but when you eventually get a little bit more established, you tend to maintain clients that you are more connected with, if that makes sense. To a 
[00:27:15] certain point. Yeah. Like I, I mean I had a wide variety of personalities, a wide variety of personalities, but that's because I, I don't say turned into chameleon and followed what they were like, but I just, Like that client, like I, I don't attract negative people in my life, but she just has always had a bad negative world.
[00:27:37] And it's constantly, like forever. And I felt awful for her. There's a few things that went on her world that were really unfair. He can't explain it when things go wrong for some people, they just go really wrong 
[00:27:49] anyhow. 
[00:27:50] But I had other clients who were sweet and quiet and nice and had a great life. And you know, so yes, you do.
[00:27:57] And I had other staff, they attracted what they had [00:28:00] cause that's who they were in the treatment room. 
[00:28:02] Yeah. I'm 
[00:28:02] going to get all analytical about 
[00:28:05] it. Yeah. I'm able to step back, 
[00:28:08] right? Yeah, I step back and go, that's why my consistency of how I delivered myself, my consultations were like that. Everyone, that first time client, what products do you have?
[00:28:19] Do you have products at home? Yes. Bring them. Hmm. I always bring them in or take pictures. Show me what you have. I want to understand what you have. Then I understand what they do to take care of their skin. Okay. They're giving me all the answers. I don't have to ask questions when I see a cleanser and exfoliant and a day cream and an SPF.
[00:28:38] Why do I have to ask on the form again when I can see it all right there. Right. So I'm also changing your consultation. Doesn't have to be so regime of like repetitive. Ask the questions when they already told you. I had that one time. I didn't say I was an esthetician. I just went, I really wanted to treat myself and I told him, so yes, I have a full skincare.
[00:28:59] [00:29:00] I do cleanse and tone and exfoliate and day cream and SPF. And yeah, I do all that. Okay. She went through the form and asked me all those questions again. And I was like, Did you not listen to what I just said? Okay, 
[00:29:11] so I think, I think this brings it back to confidence. That person might not have been super confident in her ability to just kind of, Pivot on the spot.
[00:29:26] Pivot, that's a good word. You gave all the information when you weren't supposed to. You had to wait for the question. So I think it, it really is about, like, although you're in the service industry and you're about the skill and the knowledge of doing the treatments, you're also in the industry of communicating with people and building relationships and you have to become good at interacting with people.
[00:29:54] You have to be a people person. 
[00:29:56] And at the end, she still tried to sell me an SPF and [00:30:00] a day cream. And it's, I'm like, I have that, right? Did you go back? Did I go back? No. There you go. No, but it was a treat. I actually did treat myself and I just, I, like I said, I wasn't trying to lie or nothing. It's actually, honestly, I was like, who doesn't want a wonderful facial sometimes?
[00:30:17] And just, you know, two birds, one stone, I get a massage and you know, I even said when I phone, do you do the decollete and shoulders? Yes. Okay. Perfect. We even do hand massage. I remember saying that. Great. Love it. Sign me up. Right. It was someone I knew had gone there already, but it's like, I get that there's in that first consultation, like, yes, you want to know what they have.
[00:30:39] You want to know what they're using. But if you're, you're not actively listening. Exactly. If you are asking that question when the person said, already, and it wasn't because I, I just said to her, yeah, yeah, no, I use, yeah, I have this, I just, I volunteered it off the top. So she didn't, but she just went through it again, right?
[00:30:59] So it just kind of like, [00:31:00] Oh, 
[00:31:00] okay. Yeah. I think we had this conversation with, on one of our episodes where we had interviewed Maylene who had been recently out of school and she had said that that was, you know, the, the talking to people and the, Just being able to deal with different personalities and different scenarios was one of the more challenging things.
[00:31:23] They don't teach you that in school. 
[00:31:25] No, you don't get people skills in school. It's all theory. It's just It's not logical, but the information is what you're learning. People's skills in that are different courses, different classes, and it's also life experiences, right? But like I said, the biggest thing that I know that helped me with, especially with facials, is that I asked them to bring their products in as part of the consultation.
[00:31:48] And then I didn't even ask them that they had. And then I saw what they didn't have. And I said, I think what would complement the routine you currently have would be this. And then just like that [00:32:00] lady that had hyaluronic, I said, I think you need to use it like this. Have you tried doing that? Oh no, I never did.
[00:32:04] You should do that. Right. So, and let me know what you think. Do you mind if I follow up with you? It wasn't even my sale of a product and I still followed up with that client. I think that the other thing we had talked 
[00:32:16] about off before the show is is that sometimes you just, you know, somebody could bring in their client, their product, or they can ask you a question about a certain product and you might not know.
[00:32:27] And saying you don't know is okay. And, you know, sometimes it could make somebody feel like, you know, unsure of yourself or, but there is a way in, I think you had used the phrase, I wrote it down, use the phrase, humbly confident to say, I don't have the answer. And you can say something like, you know, I'm not 100 percent sure, I haven't worked with this product before, but I can look into it and let you, and get back to you.
[00:32:57] Exactly. But then you need to make sure you follow up. [00:33:00] Absolutely. That's where we fail sometimes. We say it and then we don't do it. And I've heard that many, many times over. You know, it's not just a treatment room time with that client. Like, it takes time to build a rapport. I've put in a lot of effort with my clients.
[00:33:15] Genuinely enjoyed it. Why? Because I was going to show them, like, they could change their skin. Right? I was going to show them they're going to stop having ingrowns in their bikini. You know, like, whatever, whatever that was. I mean, there's something, so what are you going to change? 
[00:33:31] But I think too, like, if it's something like a product they have that's not from you.
[00:33:36] Yeah. 
[00:33:38] And you still help them. It's not a loss for you. So it is time that you're going to have to spend after the treatment, but it is time that's going to be kind of that reward after in building the relationship with your partner. Client but it's also giving you more knowledge that you can use in the future and your own [00:34:00] confidence and knowing hey I know what i'm talking about or if I don't know I know how to get the answer 
[00:34:05] Like one thing I know because I don't do as much service as I used to write.
[00:34:08] When I was in it full time I even, I even had medications down. Like I knew what high blood pressure pills were asthma, you know, the common things. And I think that's something that, because I had that exposure, I'm like, Oh, you're taking prednisone. Do you have asthma? Like, how do you know that? Because I have other clients that take it.
[00:34:30] So they taught me that. Yeah, exactly. Right. So it's, and then it just helps you understand a little bit more, but that Again, active listening and hearing what people are saying, and then you can use it again. I guarantee when you learn that product one time or that medication or whatever it is, you're probably going to remember.
[00:34:49] If not, you probably made a note and said, Oh, that client had that. What was that? Again, you can go back and look at your note on that client and see if you can get that answer again. Right. [00:35:00] But today's world's different. You can pick up your phone. Exactly. And Google it. Right. So I think, like I said, that is, it's a huge.
[00:35:08] Especially today when you look at the influences that clients have now that people have with social media, TikTok videos, all that stuff that's out there now, right? Good sales in your retail places. I mean, that's what they're good at. It's a hard competitive world and if you, if you're not figuring out how to compete with those, I'll call it all influencers because they're all that's all influencers, right?
[00:35:35] You need to figure out how you can do this. You don't have to be a walking encyclopedia. And like, like you said that humbly confident is okay. You know, 
[00:35:45] I think it like it is that confidence and I think that's why we wanted to talk about it because Having that confidence is going to build the trust and it's going to build that longevity in your relationship with your clients.
[00:35:58] So it's going to give [00:36:00] you an edge to compete. 
[00:36:02] And that's a huge part of it. When people aren't building the clientele and they don't know why they're not coming back, you just sit down in your room and look at yourself and think, what can I do different? Why is so and so so busy? Don't think it's through their social media.
[00:36:15] It is helpful. It's just part of the puzzle. It's just a little part of that puzzle, right? For sure. It is. I know people who are, you know, traveled to other places because they've seen it on social media for a browse. For permanent makeup brows, like they go to another city because they just love what they saw.
[00:36:34] Right? It's like, well, what makes that person so amazing? What don't you know about what behind the scene of their post, you know, like, I don't know. And then there's so much more of it. And then, and then we're kind of in our world where people think that it's, it's a generational thing. Like the older clients are the ones spending the money.
[00:36:52] Not really. There's some younger ones out there. doing it now too. Like they've said, Jen said is the [00:37:00] one that we need to be watching. Cause they're the ones that are really trying to take care internally themselves. And you know, they, they're not looking at you know, if they were, you know, sun worshipers, many are not, no, right.
[00:37:14] Like they're, and then is a gen X that's before them. I think Gen X is now Gen Y. Gen Y. Okay. I'm Gen X for old. Okay. They're looking at the fact that they shouldn't have done all that sun tanning in the sun tan bed. So they want to fix what they're going to, because they know now at an age of those thirties and forties that they're going, Oh my God, I'm going to have all these pigmentations later.
[00:37:38] I need to do something now. So they're more educated and caring about themselves. So just think of, you know, like you said, you're going to attract your own clients, but try not to pigeonhole yourself. as well and see how you can get different people in your little network of. 
[00:37:55] Yeah and I agree and I think you touching on that is important because again I [00:38:00] think it goes back to like when you show your knowledge because people have so much access to information everybody thinks they're an expert in skincare because they watched a bunch of TikToks about it but really that's where you come in to show that you know you're actually the expert but I think If you walk, if you are talking to somebody who is maybe a little bit more shy or insecure in their knowledge base, and they're not sharing, That client might think you don't know anything, and then they might 
[00:38:30] That's happened to so many, especially you know, someone newer in the industry used to have that with staff.
[00:38:35] And so I would, I did a lot of coaching with them, and it's okay. So when so and so comes in today for their pedicure, what do you remember about their feet the last time they were here? Mm hmm. You know, and they're like, Oh. She complained about having cracks in the heels. Okay. Do you even remember what you said to her last time at all?
[00:38:54] And it wasn't a judgment. I want you to know what they knew. Yeah. So you don't, you're not expected to remember. No [00:39:00] one said you had to remember. But what's the plan? What's the plan today when you see that person again? And you know she's coming with cracked feet again. And you know, she's going to complain about those cracked feet again.
[00:39:14] So what are you going to do? So I had to help them make the plan before seeing the client and that you can call that the consultation. That's it's almost the same thing. That's my always doing a consultation. I'm asking the why's. Trying to figure it out so that I can really listen to what the clients want and how to help it, help them or the problem, the condition or whatever it is that they're seeking.
[00:39:37] Right? Yeah. It's just part of it. So I think, I think we have to really look at understanding how much, how powerful that tool is that you have a client in your room with you. That they've come to you and what you can do with that. It allows you to get to know your client better. It allows you [00:40:00] to help expand their knowledge because you're sharing their knowledge.
[00:40:04] It helps them meet their goals. You're giving them a plan. I hope you're giving them a plan of some sort, even if it's with their own product. Like I did, right? It's, it just, it's huge. And. Did that lady come back? No, but someone, one of her friends came, right? So it's like, okay, it's a win win. That's great.
[00:40:23] She just, she jumped around. That's what she does. Cause her friend told me, Oh, she's always trying out new. You're not 
[00:40:28] going to win them all basically. That's right. 
[00:40:30] That's right. But I got someone else out of it. Oh, bonus. Yay. You know, it's celebration, but you just don't know what it's going to come to. So I think, like I said, it's, it's a guide.
[00:40:42] It's like a guide for you. You know, the guide for you and your clients, they know what to expect, you know, the plan and what you're planning to do and you know, have those ears open wide. And I think that's part of it. And digital is wonderful. I love, I did it back then, but [00:41:00] I still didn't take away from building that rapport.
[00:41:02] And I think that's a big part of building clientele is building your rapport. Absolutely. It's so important. And if you don't know how to deal with people and you're finding it frustrating, you need to sign up for a course. You need to learn how to communicate and that's, that's the only way to help you get out of your shell, right?
[00:41:19] Because, I mean, being in a digital world, we're doing less talking with real people, especially face to face. 
[00:41:26] But the good news is, there's probably an online course you can take. There is, 
[00:41:31] I'm sure. You know, I don't 
[00:41:32] know any, but if our listeners know any, let us know. Yeah, 
[00:41:36] I mean, actually, I'm sure there's free videos on there.
[00:41:39] Oh, absolutely. I mean, there's so much out there that you can do. Yeah, exactly. So listen, listen, listen and communicate non verbally and verbally and believe in yourself. Please believe in yourself. You went to school because you probably want to help people. And that's a genuine thing. Absolutely. 
[00:41:57] Awesome.
[00:41:57] Well, I think that's it for our topic [00:42:00] today. Hopefully we've given our listeners some tips that they can use, and we will be back with another episode next week.