What are your staff doing behind closed doors?
I treated myself to microdermabrasion facial and played the normal client in a local salon.
We were off to a great start that I was actually given a form to fill out about my skin problems.
Then the treatment was about to start and she starts talking to me about my skin.
I had filled out on the form what professional brand of products I was using.
She goes on to tell me that some product ranges are just not very good.
Then proceeds to tell me that she has been using GARNIER products on her skin since March and her skin has never felt so clean after using them and it has been so clear. Up until a few weeks ago when she has had a big oily breakout she hasn’t had a problem.
Apparently her boss told her that she should stop using it – this was said with a giggle. Which I’m not 100% sure what it meant. That she was ignoring her boss and still using it or that she knew she shouldn’t have been using it in the first place.
My staff are made to use the product the we stock in the salon on themselves at home also so I’m a little bit dumbfounded that the boss let that happen.
Mind you, this place has a great reputation and has been around a long time.
So then next thing that happens is she ASSUMED that I wasn’t going to purchase any products.
The therapist told me nothing about the products that were going to be used and that at the end of the service she would write them in a book for me if I ever wanted to come back in one day to buy them.
After a bit more useless chatter the therapists says to me “I’m going to shut up now and actually get on with it.”
WTF?
Seriously? Does that sound professional to you?
Treatment was just ok. I don’t think she had much experience with the micro machine. I’m a little worried about having some hickey looking marks on me in a few more hours but I’m going to hope for the best!
Next thing that happened was that the therapist ASSUMED that I wasn’t going to come back by saying to me “If you ever come back in again I’ll write this on your file.”
I was also waiting for her to say something about my eyebrows as they were really more like a monobrow. I have really dark eyebrows and normally wax them myself every 10-14 days. It had been over 14 days and very prominently untidy – did she mention them? NOPE!
Would I have loved to have someone else wax them for me? YES!
But here I am at home with one eyebrow instead of two!
So lucky last thing that happened was at the front desk – “Do you want to book anything else in?”
Points for trying to book me for something else but the automatic response to that question phrased like that is going to be NO!
There was no discussion of having ongoing micro done to try to clear my skin up.
There was no talking to me about the products.
There was no talking to me about the other services they provide.
So let me ask you this – what are YOUR therapists saying behind closed doors or when you aren’t there that’s causing a bad impression on your clients and losing you money?