To my fellow beauticians and beauty therapists,
You’ve heard them all before – kill them with kindness, treat her like a queen, compliment her like mad.
Charm works and smarm doesn’t, so how do we enchant our clients without coming across as being insincere or even worse, big-headed ?
Being smarmy is deceitful and clients will smell a mile off if you are just being nice to get a sale.
Being charming however is more about random acts of kindness, the moment the client walks through the door.
Here’s an example if you’re confused;
Instead of proclaiming “OMG I LOVE your handbag!” you could offer to carry her bag to the treatment room for her. Once inside then say “That’s a really lovely bag.”
See the difference?
The first attempt is nice, but more of a technique. No customer really believes empty compliments. Simply proclaiming you love someone’s attire is such a cliché in retail environments.
The second is more an act of kindness, followed up with a much less obvious, in-your-face compliment.
The sheer fact that you have done something for the client without wanting anything in return (she is not expected to pay you extra simply because you carried her bag) makes you a charming person.
Here are some more great tips:
- Nobody likes to be simply sold to. When you are doing your treatment remember to ask questions unrelated to her beauty treatment. People love talking about themselves. Crack jokes, share stories, make eye contact and be genuinely interested. You will be surprised how quickly the client warms to you.
- Be educated and up to date on world and local news. When clients are in your company for an hour or so the conversation will often lead to news- local or worldwide. This is because the news is often a natural flow of conversation, after the topic of weather! If you don’t know anything on major current events you may come across as slightly dim, uninteresting or short-sighted. The client will also be disappointed her choice of conversation comes to a quick end. Of course you aren’t expected to know everything on the news, but a little bit of up-to-date knowledge always goes a long way for interesting chit chat. It’s something we all have in common. Do however shy away from topics of local gossip, and don’t linger on religion and politics. All 3 can lose you clients quickly.
- If the client is quiet or shy try telling interesting stories about yourself. Have a couple in your head that will always make someone laugh.
- If they are very talkative, gives them their moment of limelight. Smile, laugh and listen intentively.
- Make sure you carry on acts of kindness throughout the treatment. Tell her she has nice eyebrows, her legs aren’t that hairy, her skin is good for her age etc – any part of her you sense she has embarrassment or negativity about. Help her confidence by kindly playing down her insecurities.
- Offer her a cup of tea or water, make sure you open the door for her. Ask her if she wants another blanket, the heating on, the A/C on…. It’s the little things.
- Use their name. A lot. Use it to greet them, when you ask questions and when you say goodbye. Everyone loves the sound of their own name. It’s endearing.
- Thank her for choosing you and follow up with a nice email or text a few days later. Make sure it is personal and common to you both. The next time you see her ask her how her kids are, her dog, her work, her mother – whatever you spoke about. She will be pleased you remembered.
You shouldn’t have to go to charm school or practice anything new to be a charismatic therapist. It’s the little things that count and kindness above all. Don’t go over the top trying to be her best friend- just be yourself, be compassionate, gracious and courteous. Your client will soon be a blissful, willing recipient to your charms.
Yours Sincerely, from a sincere therapist,
Some final words on coming across as smarmy. You won’t a if you just stick to a few tips:
Don’t brag too much about yourself and your achievements. Simply have your certificates on the wall somewhere close where everyone can read them, and have your salon looking tidy and sparkly clean.
Also don’t sell your products by telling the client how much they cost, what a great deal/offer they are. Sell them instead by matching the qualities and benefits of the treatments and products to their individual needs.
Lastly always create a nice ambience, both in your salon’s look and in yourself and your staff’s personalities. Let all of the above do some of the talking for you.
Do you find it easy to be charming to your clients?
Do you ever worry about coming across as cheesy or smarmy?
Please comment and share below.