ASCP Esty Talk: Episode 306 – Five Personality Traits Your Clients Will Love

Release Date: February 26, 2025
Host: Associated Skin Care Professionals (ASCP)
Co-Hosts: Maggie Stasik and Ella Cressman

Introduction

In Episode 306 of ASCP Esty Talk, hosts Maggie Stasik and Ella Cressman delve into the essential personality traits that estheticians should cultivate to attract and retain clients. Drawing inspiration from a U.S. Chamber of Commerce article, the episode emphasizes that beyond technical skills, the way estheticians present themselves plays a crucial role in client satisfaction and loyalty.

1. Empathy

Maggie: "Empathy is all about putting yourself in your client's shoes, understanding what they need even before they ask. And when you show empathy, you're not just solving problems, you're building trust." [03:00]

Ella emphasizes the universal need for empathy: "When you understand maybe what they may be thinking and you can feel what they might be feeling, it helps with your approach for sure." [03:35]

Insight: Empathy fosters a trusting relationship, making clients feel valued and understood, which enhances their overall experience and self-esteem.

2. Resourcefulness

Maggie: "Resourcefulness means being able to think creatively and come up with solutions on the spot... being cool under pressure." [04:23]

Ella shares a personal anecdote: "I learned quickly to go, I don't really know. Let me get back with you on that. I'll find out." [05:47]

Insight: Being resourceful and honest when faced with unexpected challenges demonstrates professionalism and builds client trust. Admitting when you don't have an immediate answer but committing to find one is crucial.

3. Active Listening

Maggie: "Active listening is about giving your full attention to the client, asking questions, reflecting back what they say to ensure you really understand their concerns." [06:54]

Ella adds: "Listen to understand instead of listen to respond." [07:30]

Insight: Active listening ensures clients feel heard and understood, which strengthens rapport and encourages repeat business.

4. Humor

Maggie: "Humor is a really powerful tool for creating rapport and easing tension... making the experience more enjoyable." [09:01]

Ella: "When you can crack up with somebody, it makes all the walls come tumbling down... building a relationship is smart business." [09:22]

Insight: Appropriate humor can lighten the mood, reduce client anxiety, and create a more relaxed and enjoyable atmosphere, enhancing the overall client experience.

5. Responsibility

Maggie: "Responsibility is about owning the customer experience from start to finish. When you take full accountability, clients feel valued and know that you're committed to making things right for them." [10:28]

Ella shares a poignant story: "I had a client who lost her mother, and I sent her a voice memo just to let her know I was thinking of her... She later returned, feeling supported both personally and professionally." [13:55]

Insight: Taking responsibility, especially in challenging situations, demonstrates integrity and care, fostering deep client loyalty and long-term relationships.

Conclusion

Maggie summarizes: "Of the day, whether you're being empathetic, resourceful, actively listening, cracking a joke, or owning it with responsibility, it all leads to building those amazing, long-lasting client relationships." [15:41]

Ella reinforces the importance of these traits: "It's the relationship part of it. They're going to fall in love with you as a professional... they're going to send their friends, they're rebooking, they're loyal to you for retail." [15:15]

Final Takeaway: Mastering these five personality traits—empathy, resourcefulness, active listening, humor, and responsibility—enables estheticians to build strong, trusting, and enduring relationships with their clients, ultimately driving business success and personal fulfillment in the skincare industry.

For more insights and episodes, visit ASCP Esty Talk or connect with Maggie and Ella on social media.