New ‘Facial Treatment Client’ New Experience Protocol
With every new client that enters our salon, the following protocol should be observed by all employees,
for every client, at every visit, without exception. It includes the New Client Consultation form we will use
for the case study client, Michelle Jenkins
1. Client Front Desk Experience
Receptionist:
Good morning Michelle. Welcome to Skintastic Skin and Body. My name is Amelia and
I’m the salon coordinator. Let me show you to our waiting area. Can I offer you some
fresh fruit juice or a herbal tea? We have chamomile, mint, green or peppermint tea.
Could you please take the time to fill in our New Client Consultation Form? With the
advanced ingredients and technology today, we need to know as much about you as
possible to ensure we provide you with the best and safest treatment outcome and
experience. I’ll introduce you to Julie, your therapist once you’re done. Julie is an
advanced skin therapist here at Skintastic.
2. Therapist greets the client
Therapist:
Hi Michelle, I’m Julie. I’m so happy to meet you and looking forward to serving you
today. Would you like to follow me to your treatment room? Could I ask you to undress
to your undies. This wrap is for you. Just wrap it around yourself as you would a towel.
You can hang your clothes in this cupboard here. Please remove all jewellery and place
in this jewellery pouch. To ensure you don’t leave any behind, please place the pouch
straight into your handbag as you may not want to immediately put your jewellery back
on after your treatment. When you’re ready, lie on your back between the two bath
sheets. I’ll leave you to get ready and I’ll be back in a few minutes.
3. Reviewing the New Client Consultation form
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a.
Whilst your client is getting changed, prepare Michelle’s client file. With a black marker, write her
first name on the far left of the manila folder flap and her surname on the far right.
b. Review the form and highlight everything you would like to bring up in your first discussion with your
client. Write notes if you need to.
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© Copyright 2004 to 2015 CREAM Solutions. All rights reserved
c.
Knock on the door to ensure the client is ready and enter the room. Ask the client if she would prefer
to sit up or stay lying down whilst you have a quick chat about her NCCF
d. Here is a script suggestion for a NCCF for our case study, Michelle
Ok Michelle, I’ve just gone through the form you filled in and I just want to take a few minutes to discuss
what you wrote.
Is your surname spelt G-l-a-d-s-t-a-n-e with an ‘a’? [Client: No with an ‘o’ Gladstone]. Thank you.
Would you mind providing us with your email address? We follow up on our clients and we find that email
is more convenient for our clients than us calling them. [Client: Sure. michg@gmail.com]. Thank you for
that. Great to hear you heard about us on Facebook. We post valuable information on skin, tips and
special offers. We also post before and afters of our results-orientated treatments which really are
amazing. Did you know that now you can click on the ‘Liked’ button and scroll to ‘Notifications’ and
every time we post something, you’ll see it in the red box at the top of the page? This will ensure you
don’t miss anything.
Michelle, do you mind sharing with me what Rivotril is for? Do you know if it has any contraindications on
the skin, for example drying, photosensitivity? [Client: Rivotril is for Restless Leg Syndrome. My doctor
says that it may cause me to be photosensitive]. Good to know Michelle. Knowing that, a good sunscreen
is vital for you. If we decide to go down the road of peels you’ll need to also make sure you especially
use sunscreen daily. Peels and a few of the most active anti-ageing ingredients are photosensitive so if we
want results, you have to conscientious about sun protection.
I see you’re allergic to Seafood. We don’t have any marine based ingredients in our products so we
should be safe there.
Michelle, I can see that most of your concerns are related to ageing. Without looking at you under the
woods lamp, I can see some premature ageing which smoking is contributing to. I just want to let you
know of the damage smoking causes to the skin but with new technology both in treatments and
ingredients, there’s so much we can do to address this damage TOPICALLY. Smoking causes a narrowing
of the blood vessels, which impairs blood flow to the skin, depleting it of hydration, oxygen and important
nutrients such as Vitamin A and C. It also has a damaging effect on collagen and elastin, which is
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responsible for keeping our skin firm and strong. I’ll have a good look under the lamp and we can take it
from there.
L’Oreal contains a fair amount of fragrance, which often results in not only surface irritation of the skin
but also below the surface. I know it’s texture feels great but could be doing more harm than good. I’ll
talk more about this later.
One last thing. Peels are our most effective no-downtime, non-invasive, anti-ageing treatments. Our
clients have received phenomenal results from a variety of peels. It’s so very important that you don’t
exercise like running or aerobics 1 to 3 days after the peel, depending on the peel. Walking is not a
problem. I’ll remind you of this if we decide to go down that road.
The Hydrating Facial you booked in for today does have a face and décolleté massage. Please tell me if
you feel it’s too firm or you would like it firmer.
Ok, Michelle, let’s get started. After I cleanse, I’m going to use a woods lamp to look at your skin. A
woods lamp is a safe ultra-violet lights that assists in detecting beneath the skin conditions not visible to
the naked eye. The skin fluoresces and shows up as various colours. I’ll show you what I see as I go along
and let you know what it means. Ready?
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