Ep 394 – Be the Driver of the Appointment with Claudia Wyatt

Summary

Podcast Summary: ASCP Esty Talk

Episode 394 – Be the Driver of the Appointment with Claudia Wyatt
Date: May 20, 2026
Host: Associated Skin Care Professionals (with Maggie Stasik & Alec Cressman)
Guest: Claudia Wyatt, Confidence & Leadership Coach

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Episode Overview

This episode explores the crucial theme of "being the driver of the appointment" for estheticians—how professionals can move from being passive “order takers” to confident leaders in the treatment room. With 25+ years of experience, Claudia Wyatt shares her insights on leadership, communication, emotional intelligence, and building long-term client trust. The conversation covers challenges faced by estheticians (new and seasoned), practical consultation tips, and advice for asserting expertise—fostering both better results and client relationships.

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Key Discussion Points & Insights

1. What Does it Mean to "Be the Driver"?

• Value & Authority:
  Claudia stresses that estheticians should step into their professional value, leveraging expertise rather than deferring to clients' demands or trends they've seen online.
  Quote:

  "You are not an order taker... You don't walk into your doctor's office and say, I want this. They say, no, this is what you're doing. It's the same thing for you." — Claudia Wyatt [03:13]

• Leadership Mindset:
  Leading an appointment is about guiding clients with knowledge and honesty—it's a responsibility, not an imposition.

2. Communication vs. Confidence

• Communication & Emotional Intelligence:
  Effective leadership requires listening with empathy, but also gently correcting misinformation that clients may bring from social media, friends, or trends. Quote:

  "You are hearing them, they're being vulnerable... But not everything is meant for them. There are great products in the world, but not every product is meant for every skin type." — Claudia Wyatt [04:33]

• Estheticians as Empaths:
  The profession often attracts empaths and people-pleasers, but Claudia cautions that simply giving clients what they want does not serve them in the long run. Quote:

  "We have a tendency as estheticians to be empaths and people pleasers. But you're not helping them if you're just giving them what they think they need. They don't know what skin type they have. You do." — Claudia Wyatt [05:57]

3. The Consultation is Foundational

• Fact-Finding Mission:
  Successful outcomes begin with thorough, individualized consultations—asking questions, going beneath surface answers, and exploring client routines, lifestyle, and emotional state. Quote:

  "It's always in the consultation. You've got to go back to the questions... Questions lead to more questions." — Claudia Wyatt [07:33]

• Relationship Building:
  Building trust can lead to long-term client relationships (Claudia mentions 20+ year clients), based on openness and authentic listening.

4. Adapting to Client’s Real-Time Needs

• Be Present & Flexible:
  Claudia highlights the importance of adapting protocols and staying present with the client’s needs—sometimes providing comfort or emotional support over technical treatment. Quote:

  "...we need to connect with that person. We need to be present in the moment, see what they need physically, mentally, emotionally, and then build from there." — Claudia Wyatt [11:06]

• Tangible Examples:
  She shares stories of holding a client’s hand during emotional moments, reinforcing the esthetician’s role as a caring, trusted confidant.

5. Risks of Not Leading the Appointment

• Loss of Authority:
  If practitioners always defer, they lose professional respect, credibility, and may see worse client outcomes—including adverse skin reactions. Quote:

  "You've basically just taken all your authority out of the room. You just gave them the keys..." — Claudia Wyatt [12:04]

• Client Management:
  Claudia shares how she sets boundaries—explaining the rationale, offering choices, and accepting that some clients may go elsewhere, but respecting her expertise.

6. Real-World Anecdotes

• Alec’s Story:
  Alec recounts a time he let a demanding client dictate treatment (with poor results) and how that experience reinforced the need to take the lead—even if it costs a client.
  Notable Moment:
  Alec:

  "She never came back.... So I'm not suggesting one does this, but this is what could happen. Because... don't tell me what your other person did, because you're here now." [15:04]

7. Reclaiming Leadership in the Treatment Room

• Simple Shifts:
  For those who find themselves over-explaining or seeking constant approval, Claudia recommends quick resets—stepping out, power posing, or recalling affirmations and career highs.
  Quote:

  "Go back to what you're good at. Every esthetician has something that is their jam... If you can relive that cognitively, that will rewire your brain to believe it is rehappening." — Claudia Wyatt [16:16]

• Building Internal Confidence:
  Confidence can be rekindled by remembering past successes and grounding oneself in skill and training.

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Notable Quotes & Memorable Moments

• On Client-Led Appointments:

  "When someone comes in and is like, 'well, my other person...' Why is it that you are not seeing them? Because you're here with me... let me lead and see where I'm going to take you. Otherwise, if you're so happy with your other person, why did you leave that?" — Claudia Wyatt [15:20]

• On Estheticians' Emotional Role:

  "There's things as estheticians that we can't unhear... Sometimes people don't have anyone else that will listen, authentically listen to them, that will actually hear what they have to say." — Claudia Wyatt [09:06]

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Key Takeaways for Estheticians

• Own Your Expertise: Step confidently into your role as a professional, using your skills to guide clients—even when it's difficult.
• Consult Deeply: Treat every appointment as a fact-finding mission—go beyond intake forms to truly understand each client's situation.
• Communicate with Compassion: Balance empathy with assertiveness; listen, educate, and set clear boundaries.
• Build Relationships: Long-term success is rooted in trust, authenticity, and genuine care.
• Stay Flexible & Present: Adapt to the client’s needs in real-time; sometimes the emotional need is more urgent than the skin concern.
• Don’t Fear Saying “No": Redirect clients when their requests are not in their best interest, even at the risk of losing them.
• Self-Check & Reset: Use techniques like power poses, affirmations, and recalling personal wins to regain composure and leadership in tough moments.

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Timestamps for Key Segments

• [03:13] Claudia defines "being the driver" of an appointment.
• [04:33] On communication, emotional intelligence, and common traps.
• [07:33] Importance of the consultation and asking the right questions.
• [09:06] Emotional intelligence, listening, and client trust.
• [11:06] Flexibility, presence, and adapting treatment in the moment.
• [12:04] What happens when practitioners give up leadership.
• [13:53] Alec’s anecdote: letting the client lead, with consequences.
• [16:16] Regaining leadership and practical self-confidence tips.

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Episode Tone and Style

Warm, practical, and encouraging throughout. Claudia is energetic, candid, and empathetic; hosts Maggie and Alec add relatable, personal stories and reinforce practical takeaways for estheticians at all career stages. The conversation is rich with actionable advice and clear examples, helping listeners reflect and grow as confident leaders in their practices.

Transcript

[A]

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[B]

Foreign.

[C]

Hello and welcome to ASCP's Estee Talk. I'm your co host Maggie Stasik and ASCP's program director.

[D]

And I'm Alec Cressman, Licensed esthetician, Ingredient junkie and Content Contributor for Associated Skincare Professionals.

[C]

We are so excited to have Claudia Wyatt join us on SD Talk. She is known as the enthusiasm igniter and the self doubt eraser who couldn't use a little bit of that? Welcome to the show Claudia.

[B]

Thank you. I'm so excited to be here. Hello sd.

[C]

Before we dive in, let me tell you a little bit more about Claudia. Claudia Wyatt is a confidence and leadership coach, international speaker and Founder of Claudia Wyatt Coaching LLC. With over 25 years in the spa industry, she began as a makeup artist and esthetician and advanced into executive leadership, becoming a pioneer in esthetics education in her region. Claudia now helps individuals and teams overcome self doubt, communicate with confidence and lead with purpose through her signature walkabout method. Her work is rooted in real industry experience and personal resilience, bringing authenticity and energy to every stage. Recognized as a top leadership coach in 2025, she is passionate about empowering others to trust themselves, step into their voice and create meaningful impact.

[D]

Today's going to be such a great, great little chat, so I'm very excited. But Claudia, today we're talking about something super fun and that is the idea of be the driver of the appointment. In your experience working with spa professionals and leaders, what does it actually mean to lead an appointment Instead of just

[B]

perform one, it means step into the value that you know you are bringing to the table. You have the education, you have the skills, you have everything that's been given to you through your process. You're licensed in the field, you know what you're doing, but yet you walk into a room and your client comes in and says, I want to do this. And you say, okay, you are not an order taker. You don't walk into your doctor's office and say, I want this. They say, no, this is what you're doing. It's the same thing for you. It's knowing your value and knowing what you bring to the table and being able to use that education that you have to speak to your client in their language and drive the appointment to the success that they want, which is the results in the end.

[C]

I love that. And I think that there are probably a lot of estheticians, both new and seasoned, who maybe struggle with that a little bit, because there are people out there, educators, I would say, or mentors even, that say, give the client what they want.

[D]

Yeah. And I think even like my client wants, Here's a great example, right. My client wants to peel. Peel. What should I use? I see that a lot. It's like, why do they want to peel? Why are they picking that? You know? So I'm with you on that. How much of being the driver is really about communication versus internal confidence and mindset before the client even walks through the door? I think that's another thing that's super important.

[B]

It's about effective communication and emotional intelligence. You are hearing them, they're being vulnerable with you by telling you what is going on with them. But they are so misinformed because they see shiny objects all over the place and they go, I need that. But not everything is meant for them. You know this. There are great products in the world, but not every product is meant for every skin type. It's the same situation. They come in and they think they need something. Where you need to circle back is, that's wonderful. We can get there, but you're not ready. Let's build a program, let's build a treatment plan, let's get you on the right home care because right now you're using trash on your skin and it's not even going to get you anywhere near where you want to be or all the do's and don'ts. They're doing all the bad things to their skin by over exfoliating under, moisturizing, not wearing sun protection. It's like if you want to commit to the system that you want to get to, then you have to follow these rules first. And you have to be the one to tell them, we can get there, but not yet. Don't over promise and then under deliver, over deliver and get them where you're going to be.

[D]

I think another place that we hear that too is like, my neighbor was doing this, or my neighbor had these treatments or here's the ready for the drum roll one I saw on TikTok. This right here's another example.

[B]

Yeah. On TikTok, that person cut their bangs that didn't know how to do that too. That's not okay. That's. That is not okay.

[C]

What are we doing?

[B]

Did you do that? Never in my life. But I got my own hair. But that's the thing is you have this amazing skill set. You have technical skills, you have mental skills, you have emotional skills to be with these people. But we have a tendency as estheticians to be empaths and people pleasers. But you're not helping them if you're just giving them what they think they need. They don't know what skin type they have. You, you do.

[C]

So when you think about a practitioner who feels like they're constantly reacting in the treatment room versus truly guiding the experience, what is usually getting in their way?

[B]

Their own head. I always say, get out of your head and get into your body. When something like that happens, you're feeling overwhelmed. You're feeling like you can't deliver. You need to stop and breathe. Breathe out all of that negative energy and go back to your basics. So start with one thing and focus on that. What is the most important thing happening in this moment right now? If you have someone who comes in who wants all the anti aging or all the acne treatments in the world, but their skin is inflamed and bone dry. You need to either start with moisture or you need to start with anti inflammatory. Those are your two highlights. So go into that moment and go, okay, what is the most important thing that needs to happen here? What do I need to change before we can move forward? If you're stuck thinking of all the things. And I get it because I do it too. I'm like, oh, I see someone that like a blank canvas. My mind is like a supercomputer and it's going boom, boom, boom, boom, boom. I'm like, wait, wait, tone it down. Let's bring it back. Where do we need to start?

[C]

And so where does it start? Is this in the skin analysis, the consultation.

[B]

It's always in the consultation. You've got to go back to the questions.

[D]

That's what we preach all the time. Maggie and I are huge fans of the consultation. And then something to add on that part too is that the mind going all over the place and being super excited is okay. It just means it doesn't have to happen in that appointment, though that could mean a relationship. Building the relationship part is going to be key too, right?

[B]

Absolutely. You're your person. If your client is where the foundation happens. I've had clients that have been with me for over 20 years because we built that trust tree. And I told them from day one, it's very important that you be honest with me. I want you to be open, honest. What happens in the room stays in the room. You need to just feel comfortable speaking freely. And I can do anything with what you tell me. But I need to know where you're at. I need to know how committed you are. I need to know where your budget is. I need to know what your availability is. Like, how much time and energy are you willing to put into solving the problem. But you have to go back to the questions. You can't just take an intake form out and go abc. Now we know what to do. Questions lead to more questions. If someone comes in and says they're dry, okay, great. Isn't that the answer? Are you dry all the time? Is it a seasonal thing? Is it flaky? Is it tight? Like, go deep into the questions because you're on a fact finding mission to help them and until you know all the facts, you're not going to get them.

[D]

Or are you sad because there. Are you stressed or are you grieving? Those are also influences too.

[B]

Absolutely. There's different times in people's lives. And I've had clients that, you know, they've gone through job losses and they're like, hey, I'm going to have to cut back a little bit. I'm like, thank you so much for telling me that. I am above and beyond grateful that you feel comfortable enough sharing that personal moment with me. You know, there's things as estheticians that we can't unhear. There's things that people have told us that are very private and very personal. And you have to remember some. Sometimes people don't have anyone else that will listen, authentically listen to them, that will actually hear what they have to say. And when they are going through things, they need a little bit of a different tlc. I've had Moments in facials where I have just stood there and held my client's hand while they cried before we've done anything because they needed that. It's about that emotional intelligence of what do they really need? And it is pretty cool that we are so multifaceted to be able to be well rounded enough to see, feel and hear that.

[D]

Hold that thought.

[B]

We'll be right back.

[A]

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[D]

Okay, here we go. Let's get back to the podcast. I think sometimes we get stuck in the treatment time or like I guess in the protocol and not necessarily allowing for flexibility in that moment, it's a

[B]

hundred percent being present. You know, we have our eyes on the prize, but without the person in the room that we're working on, we don't have anything. So we need to connect with that person. We need to be present in the moment, see what they need physically, mentally, emotionally, and then build from there. Maybe the treatment that you were going to do was going to be quick, but you have a little extra time and you can add a value added service like a hand massage or a scalp massage, something that will just make them feel like they are secure and comforted in that moment.

[D]

I think a lot of times, well intended as they might be, practitioners think that they're doing the best. Like you mentioned, some people will encourage you to do whatever the client wants or whatever the patient wants. But what does it look like when a practitioner is not the driver of the appointment? Like what are some subtle signs they may not even realize they're giving up that leadership in the treatment room?

[B]

Well, number one, you've basically just taken all your authority out of the room. You just gave them the keys, basically saying, you know more than me, which means you're, they're going to start devaluing you immediately and speaking down to you, and you're going to be able to fight back with that if you're paying attention. But it also could steamroll into something else. And the other thing that you're going to see is A problem because now you've let them lead the treatment and tell you what they wanted to do, and what are you going to see? A huge issue. Maybe all of a sudden their skin is up in flames because they weren't ready to go where you took them. They weren't on a prep, they didn't have the correct home care. They came in with a sunburn, heaven forbid, you know, and you went with, oh, I think this is fine, because that's what you want. No, it isn't. And when that happens, I have literally been there before where someone came in and tried to tell me, this is what we're going to do. I am not that person. So sorry. But I am very bold with my clients. And I said, listen, I get where you want to go and I will get you there, but if you're going to be with me, then we're going to do this my way. And I'm going to take care of you and your skin. This isn't about just you being, you know, the bell of the ball and bright and shiny. And you're going to leave here today with no acne and pigmentation, faded and, you know, tight and firm and all the things. We are not there yet. Now, I promise you, I will deliver, but today, this is where we're going to start. Are you okay with that? Give them the window. Give them the option of saying yes or no, because they can say, you know what, I'm going to go somewhere else, that they're going to do what I want. Go right ahead. I will see you in six months when your skin is not happy with you, but knock yourself out. But if they're like, okay, she took charge, she's going to take care of me. She's saying she's in, then we're in together.

[D]

Can I share a funny story?

[B]

Yeah, sure. I'm like, you are on the edge of your seat. I can tell what's up.

[D]

I was having a human moment, probably about, first of all, I am an ASCP member, so I have great insurance. And second of all, I do not encourage this behavior or what I did. Don't do this. I had somebody come in. Arrogant. I live in Denver area, but in a small suburb. I guess I would say it's a great big, small town. And so she is somebody in the town, I guess, or she thinks she's somebody in the town. So she wanted to come in and have a microdermabrasion. I said, I don't think that's what you need. This is what I Would suggest. She comes in, she has her appointment. She says she comes back for a second appointment. She's like, I really want a microdermabrasion. I'm like, okay, fine. I let her lead. Cause I was having a human moment. A lot going on in life. This is probably about 10 years ago. She's like, well, my other person did this, and my other person did that. And it felt stronger before. And I was like, okay, you want this? And I turned up this section, and I went to town on her. This is what you wanted, right? In my head, this is what I'm saying. She never came back. A little too much, but this is what our other person did, so why not?

[B]

Well, you did give her what she asked for.

[D]

Yeah, well, and I'm not what I asked for, which is her not coming back. So I'm not suggesting one does this, but this is what could happen. Because I don't know. It just hit me. It's like, don't tell me what your other person did, because you're here now. You know, having a human.

[B]

I've got two in that moment. And it's like, one is, hey, it's a teachable moment for yourself. You just failed forward. You learned something, and it's something that you'll never do again because you got that reality check for yourself. And two, when you've got someone that comes in and is like, well, my other person. I'm sorry. Why is it that you are not seeing them? Because you're here with me. You made an appointment with me, which means you know that you are with me. So let me lead and see where I'm going to take you. Otherwise, if you're so happy with your other person, why did you leave that?

[D]

I just said, here's the door, and you're welcome.

[B]

Take that

[D]

again. Don't do this.

[B]

Everything we do is a learning experience, right?

[C]

For someone who maybe is over explaining or over apologizing, they're looking for constant client approval. What's one shift that they can make during an appointment to regain that leadership?

[B]

Again, pause and be present in the moment. If you are in a situation where you can step out and regroup, power pose for a minute, that will help and bring you right back in. But what you need to do is remember your affirmations, your positive affirmations, even if you're just saying them in your head, I can do this. I know what I'm doing. Go back to what you're good at. Every esthetician has something that is their jam, and they know they shine in it. Go there. Feel that. Go right back to that moment where you won the award, where you mastered something you never thought you could do. If you can relive that cognitively, that will rewire your brain to believe it is rehappening. You will tap into those emotions, that energy will shoot back through you, and you will regain the confidence you need to be in that room.

[C]

Now, listeners, we want to hear from you. Share with us on social media through Instagram, Facebook, or send us an email at getconnectedscps. Care. Com. In the meantime, thank you for listening to ASCPSD Talk. For more information on this episode, or for ways to connect with Claudia Wyatt, Ella, or myself, or to learn more about ascp, check out the show notes.