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Summary

In this episode of The Spa Coach Podcast, Jamie discusses the essential elements of building trust with clients in the spa industry. She emphasizes the importance of professionalism, effective communication, and creating a safe environment for clients. Jamie also covers the do's and don'ts of conversation during treatments, the significance of documentation, and how to approach retailing in a way that feels genuine and supportive. The episode concludes with insights on rebooking and the ongoing journey of building trust with clients.

Takeaways

Trust begins the moment clients walk through the door.

Avoid discussing sensitive topics like politics and religion.

Body language plays a crucial role in client comfort.

Selling should be viewed as meeting client needs, not sleazy.

Rebooking is a strategy for building trust, not just sales.

Safety is essential for establishing trust in the treatment room.

Active listening is key to effective communication with clients.

Documentation is vital for client safety and business integrity.

Clients appreciate follow-up communication about their skin progress.

Trust is built over time through consistent care and communication.

Chapters

00:00 Building Trust with Clients

02:47 Creating a Safe and Professional Environment

06:06 Effective Consultations and Communication

08:37 Navigating Treatment Conversations

15:59 Establishing Safety and Consent

17:04 xx

17:30 Rebooking and Client Loyalty

20:14 The Journey of Trust Building

Homework:

Is your website and the experience leading up to a client's first visit a welcoming experience that makes them feel at ease? Providing an FAQ section on your website is great for clients with anxiety who like to know every detail about what to wear, parking, etc. and can instantly bolster their confidence in you.

Create an am/pm "prescription" pad, with your LOGO and branding, as well as your phone number and website for easy reference. Write up a roputine, snap a photo, and have it later to copy into your clients notes for follow up/allergy reasons/results