Cultivating World-Class Standards
You probably already know that I transitioned into the aesthetics world from the LUXURY end of the hospitality industry in NYC. As you can imagine, I saw a huge opportunity once I started serving aesthetic businesses….
I found there were a lot of offices that had poor service standards born out of the inefficiencies of the healthcare industry. Even some of the most upscale aesthetic practices I worked with lacked good service. Clients were often upset with wait times, poor communication, and lack of follow up.
Don’t get me wrong- A LOT goes into creating a world-class brand.
Today, however, I would like to discuss a few simple suggestions you can implement to take your client experience to the next level. These suggestions may seem trite, but they go a long way towards cultivating a culture of client excellence.
Adapt A Level of Formality.
Adapting formality in your business takes intention and training. A level of formality should be present even in the simplest of actions. Instead of telling a client how to find a room, escort them. Replace “no problem,” with “my pleasure.” Treat everyone with respect, from your team leaders to the delivery man. It can be humbling to treat everyone as an equal. (I call this lateral service.) And, remember this respect must be authentic and start with the top to become part of your everyday culture.
Anticipate The Needs of Your Client.
These gestures can be as simple as offering a warm cup of tea on a cold day or adjusting the music in the treatment room. Anticipating the needs of your client needs to be a sincere and thoughtful act of service.
Make sure that every interaction with your practice is one of convenience- provide online booking, offer extended hours, respond to messages within an hour. People, in general, have a low tolerance for inconvenience. Aesthetic clients have an even lower tolerance.
To operate an aesthetic business that gets rave reviews and is known for world-class client experiences, put into practice a plan for upping your service game! Make 2021 the year to level up!