Waxing services are intimidating to most as it is a personal care service that is often associated with pain. Many people shy away from being waxed and are afraid and unsure of what it will be like. It is important to address any fears that new clients have of waxing and reassure them so that they are encouraged to come back. The current pandemic has also created a new group of clients, ones that may have been routine clients, but due to closures and lockdowns have not been able to come every 4-6 weeks. As a result, they may also have some hesitation in returning. Below are some tips and tricks on how to help relax your new clients as well as your clients who have not been back in some time.
Prior To The Service
Communication prior to the waxing service is key as this will help answer any questions that your new client or long -time returning client may have. You can increase your communication a few ways such as having a FAQ on your website, sending out appointment confirmation emails that have important details in them such as what to expect when they show up. Also continuing to update your social media pages with any new protocols in regards to sanitization practices that you may have put into place. You want to make sure that your client feels as confident and comfortable as possible when they arrive to their appointment. This will help to minimize any surprises ahead of time. Especially during these times with so much uncertainty on different protocols and procedures, it is important to make sure to communicate all aspects of the service and what to expect. This might include things like wearing a mask (if required), screening questions, payment methods and also wait area guidelines. You may find it helpful to put yourself in your clients shoes and think of all the questions you would have if you were in that situation. Most of the time too much information is better than not enough.
During The Service
Now that your client is at your spa, keep the communication flowing. Before you start the service, you may want to ask them again if they have any questions. Providing an explanation and getting confirmation of the service prior to beginning will help ease fear and anxiety. For example, your client may have booked for a full Brazilian wax, but maybe only wants a Bikini. It is important to clarify any questions and unknowns.
Try and create a calm and welcoming space which might include having music on or incorporating pictures or plants that create a sense of serenity. While you are performing the service, make sure to explain what you are doing and perhaps the difference products you are using. Your client might be wondering why you are using a hard wax versus a strip wax. You may also want to bring up after care and offer some suggestions on retail products that they can use in between services. This is a great time to educate your client on products they may be interested in such as targeted treatment products for ingrown hairs or hyperpigmentation. This can be a good time to upsell waxing services in a non-salesy way. An example might be if you are doing a leg wax, maybe your client might want to try an arm wax next time or perhaps they didn’t even know they can wax their underarms.
After The Service
The follow-up communication after the appointment is just as important as before the service. Calling your clients 24-48 hours after their service to check in and answer any questions they have is a great way to be proactive and make them feel appreciated. It may also be a great time to book their next appointment with you in 4-6 weeks if they had not already done so.
Once you have created an enjoyable experience with your clients, you will build loyalty which will keep them coming back. Additionally, you may want to consider loyalty promotions such as a discount when they return or the opportunity to buy a package. Be creative!
Finally, in order to create the best possible waxing experience, it is important to use a high quality wax with extra soothing ingredients to help soothe and protect the skin. This will minimize any redness or pain that can be associated with waxing. Be sure to offer suggestions on take home products and at home care in between services such as exfoliating and moisturizing. Your clients will thank you!
