Are your treatments missing out on this crucial step?
We consult, cleanse the area to be treatment and ensure we prescribe and rebook during every treatment, but one crucial step most beauty therapists are missing from their treatments is the Diagnosis.
By definition, a diagnosis is 'the identification of the nature of an illness or other problem by examination of the symptoms.' simply put, it's the reason why your client is in your treatment room in the first place.
Think about it, every client - yes even the ones who come into your space for a manicure, pedicure, massage, gift voucher or otherwise - all write down a concern they have on the client card you kindly ask them to complete. It is your duty as a therapist to diagnose their concern by examination of the symptoms.
So what are the symptoms you ask?
The symptoms are the things that the client is doing in their daily lifestyle to contribute to their concern. These include daily lifestyle factors like exercising, their eating and drinking habits, stress levels, hormones and everything in between. For this reason, The Diagnosis is carried out post consultation and cleanse of the area to be treated because the skin is now scrupulously clean and you can see the skin in its most natural state to confirm your findings.
Your findings cannot be noted with poor consultation methods, close ended questions or little rapport with your client. Ensure you listen to your client during the consultation and note down or highlight everything you think could be continuing to the client's concern, as discussed in The Consultation piece.
Performing a diagnosis proves you as a qualified therapist and validate your knowledge which you should communicate to the client. The Diagnosis shows your client they are in safe hands and you are an educated therapist who is serious about their beauty industry career.
To effectively carry out a diagnosis you should have the following items with you;
- A mirror
- Sufficient light
- A diagram of the area you're treating eg. skin diagram or model of a muscle
- Pens and paper
- Technology tools
Once you have effectively cleansed the area you're about to treat, turn the lights up and take a look at the area you're working on, asking any further questions you may need to here. Face the client and with a mirror you're going to show the client their concern and confirm for them what you have discovered. As everyone (including your clients!) learns differently, use your diagram or model to educate them on what you are telling them.
For example, client Mary is sitting in your treatment room with the concern you discussed during the consultation of pigmentation. You would turn on your chair with mirror, face Mary and say "Mary as you mentioned during the consultation, I can see that pigmentation you were talking about across the cheekbone and also slightly above the brow bones. With your skin diagram, educate Mary on what is happening within the skin, for example; "Mary, as we know, the cell that creates pigment sits below 5 layers of the skin, and houses long dendritic arms (similar to that of an octopus) which when activated by sun exposure as you mentioned you were running outside of a morning and the high stress levels you experience at work and with your three children, this cell is stimulated and deposits pigment into other neighbouring cells."
This educational piece (while using the diagram or model) is to educate on the client's concern. Every therapist should have both sound and basic knowledge and be able to explain this to their clients across the five main client concerns of pigmentation, ageing, breakouts, dryness or dehydration and the difference between sensitivity and sensitisation.
Next, you're going to 'plant the seed' - meaning you're going to briefly mention a product and a subsequent treatment that will be suitable the client's concern and indirectly let them know they will need to help you along their journey and too that not just one treatment will clear many years of their concern.
To ensure we don't sound like we are selling at this point, we leave out the brand name, the price and the product name - this information we will be saying in step 6 & 7 during the prescription and the rebooking.
For example. We would not say "Mary the perfect product for your pigmentation is the Dermalogica C-12 Pure Bright serum which is just $114.27." - because this sounds like a sale. Instead, bring it back to the ingredients which are going to assist the client.
For example. We would say "Mary to assist your concern today I will need you to do a little bit of homework in your bathroom, which is going to sedate the cell we were talking about earlier, and too protect the neighbouring cells from further damage. This comes in the form of a serum consistency, which we can talk about after the treatment today."
Planting the future treatment seed is done just as easy like so;
"Mary as I mentioned, that pigment cell is constantly depositing packets of pigment all throughout the skin, especially during those busy and stressful times and it has been for the last few years. That being said, just one treatment won't be enough to completely assist your concern. Today you're booked in for the Signature facial which is performed with native botanical ingredients - the perfect starting point, however what I would suggest for the future would be advancing further into a treatment program of 3 or more treatments where we can really start to address that pigment. How does that sound?"
Advise your client that this is now their time to sit, back, relax and enjoy their treatment today, and that you will recap all the information they need moving forward once their treatment is over.
You can do this by saying "Mary, now is the time where I perform treatment magic, you relax and once the treatment is over I will recap the information you need moving forward. How does this sound?"
This is planting the seed for a product and treatment the client will need to invest in to help their concern. During the clients treatment time, the client now has time to process what type of treatment package they can invest in and how often their schedules will allow.
For further information and explanation, be sure to tune into the Beaute Industrie Podcast episode #4 of seven for our mini series; the 7 essential steps that turn an average treatment into an exceptional experience, brought to you by The Global Beauty Group.
Next Wednesday we look at Step number #5 which explores the treatment for the purpose of understanding an average vs exceptional treatment, the aim to be results and relaxation driven at the same time, the magic of touch & presence all the while performing a treatment with grace.
Until next time, Stay Connected