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- [00:01]
A
Estes, your future looks bright and beautiful. The Massage Envy brand is focused on helping people not only feel their best, but also look their best. Would you like the opportunity to make a positive difference in your clients lives every day while growing your career in a supportive, nurturing environment? Join a welcoming team of like minded professionals at a Massage Envy franchise location near you. Visit massagenv.com sdcareers for more details and to apply today.
- [00:46]
B
Hello and welcome to ASCP's SD Talk. I'm your co host Maggie Stasik, ASCP's program director.
- [00:52]
C
And I'm Ella Cressman, licensed esthetician, big fan of estheticians in general and content contributor for asc. And Maggie, guess what?
- [01:01]
B
Tell me.
- [01:01]
C
We have a shout out. So today we're going to give a big hey girl to Jessica Johnson, the owner of Natural Balance Spa who is a listener and loves the podcast. So we love you for that. Thanks Jessica.
- [01:16]
B
So Ella, a few weeks ago we opened up the ASCP Mailbag asking for the client's stories that stayed with you, the moments that shaped the way you practice, communicate or think about this industry. And one response we received immediately resonated with both of us because it speaks to something that almost every esthetician experiences at some point. Realizing that clients truly trust you.
- [01:45]
C
I know I loved seeing this because it was so, I don't know, like it hit me right in the heart. I got goosebumps when I read it. It's so true.
- [01:55]
B
It came from Ms. Adriana and she wrote this. One might sound basic, but it was an eye opening experience for me. Early on in my career I was a brand new esthetician working at my first job. I had a client who would hang on to my every word, anything I said about skincare products, how to use her products, why she should use them, everything. She was a spirit sponge and whatever I said was the absolute truth for her. I wasn't prepared for that. I was actually shocked and intimidated to realize that I was seen as a professional who knew what they were talking about. When I was fresh out of school. This experience helped make me extra vigilant about offering not only great treatments but also good factual information. That client is the reason to this day that I read and learn as much as I can, attend continuing education classes and admit when I don't know something and will look into it for them. That is such a real moment.
- [03:02]
C
Totally. And it so opposite of what we often hear, which is they don't listen to me and they're on the tiktoks and they're over here and all that stuff. Do you hear this experience and then feel the gravity of the takeaway from this professional? It was like, yeah, that is so true.
- [03:20]
B
Yeah. I think what's powerful about this is that every esthetician remembers the first moment they realized, oh, people actually trust me.
- [03:31]
C
Yeah, I would say so, too. Do you remember yours?
- [03:34]
B
Yeah. And I cannot pinpoint it to a specific client, but also, like Adriana, it was almost immediately coming out of esthetician school and it was intimidating.
- [03:45]
C
Mine was a few, maybe like a year after esthetician school when I became impassioned with this brand I was carrying at the time. And I. I don't know, I guess felt confident enough to sell retail. So when I was selling retail, that's when I felt, oh, they actually trust me. So a little bit different. I think being in school is one thing when we're practicing on mannequins or classmates. Right. But then when we're out in the real world and someone is sitting, laying down right in front of us, ready to spend their money on the services that we're offering or the products that we sell, they trust your recommendation, they trust your hands, and they trust your guidance. Has a lot of responsibility.
- [04:26]
B
Yeah, for sure. Nobody prepares you for the emotional side of that responsibility. It's not like it's a module in aesthetic school. And because clients don't just want products, they want certainty. Usually they're coming into your space, of course, for relaxation, but they also have skincare goals in mind. They may have self consciousness because they're dealing with acne, or they're trying to turn back the hands of time and anti age. So they're also looking for reassurance, and they want someone to help them navigate something that they're feeling insecure about.
- [05:07]
C
What I love is the way that Adriana took that and said, great, I'm going to do my best. I'm not just going to do good. I'm not just going to take what I learned in, generally speaking, applications. Right. Like applying it from the brand. I'm going to take it a step further because I owe it to my client, my patient, my guest. But honestly, clients really are overwhelmed with social media, with trends, with influencers, and conflicting advice. So to have somebody they trust is really important. And to hold that trust is a big responsibility.
- [05:44]
B
Yeah. And I think now so more than ever, we are flooded with so much information. So I think it's our responsibility to sift through that information. But from the client's perspective, knowing what is True what is right. And also, I don't think it's black and white because things can be true and work for one person and. And not work for the next.
- [06:09]
C
I agree. Yeah. Especially with the concerns you brought up with acne or turning back the hands of time. There's so many other things going in there. So taking the time to really learn that client is key. That makes me think about something else, which is like trusting. You mentioned social media. I mentioned social. We mentioned social media. There's a facade to that that we know is not necessarily true behind the scenes. Right. Obviously, we're putting up the highlight reels. We're putting up the before and afters. We're not putting up the durings. We're thinking of those things. So the trust, I think, is delicate. Maybe in our industry specifically, are we trusting the studies that are coming out from the brands or the ingredients do. Is it. Was it on eight people? Was it on 80 people? Do you know what I'm saying? Like, yeah, there's an element of skepticism. So how do we address that part? Trust is so huge, and Adriana took it to the next level of like, I'm going to keep digging, I'm going to keep going. So I wonder, did you ever feel like that, like, you wanted to do your absolute best with the research or like, how did you. How do you apply that part of it, the trusting of the brand? Did you ever feel, oh, I really trust them and then they broke my trust, or I really don't trust them and they gained your trust?
- [07:27]
B
I always went in trusting. There was never any doubt. When I was presented with a brand, I received good education and I just thought, this is the product that I'm using. And, yeah, I love it, it works. And I'm now passing it on to my client. I have had experiences where I'm working in a place and they had a product line that I thought, well, this, you know, this isn't great. But I would never use the word trust as an issue for me. And maybe that's just my personality.
- [08:00]
C
I would think. So that explains it.
- [08:06]
B
Thank you, Ella.
- [08:07]
C
I've had both experiences where I went in trusting and being so excited, and then my trust was broken. And then I've had the other experience where I'm skeptical. I brought in a line or I have a little bits and pieces, and I've seen a positive change in the client's skin, my own skin, and my trust is built. So I've had both of those experiences. So what I would contribute here, if we're following the example of Adriana, and that is to do the most good. To do the absolute best in her case is asking questions to solidify trust or confirm trust is awesome. Like, don't be afraid to ask those questions and don't be afraid to adjust the protocol either.
- [08:48]
B
Oh, totally.
- [08:49]
C
So for me, I lost trust in the brand. Be several brands, but this one particular brand because I just saw that they were full of it. Basically. They had products that were good, but they were full of it. Done enough for me not carrying them anymore. And then I gained trust with a brand that, like, was in a different. Intended for a specific, like, sensitive type of skin. We started using their products in different ways and I'm like, wow, they're so much bigger than just that little niche area. You can use it over here, you can use over there. So I became like a super fan almost of that product line. But it confirmed that when you're being taught by brands are something specifically, you are still in charge of driving that for your client. So it's o. It's okay to adjust it slightly or to. And when you're empowered and educated the way that Adriana is, then you're able to make kind of adjustments. Hold that thought. We'll be right back.
- [09:45]
A
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- [10:32]
C
Okay, here we go. Let's get back to the podcast.
- [10:35]
B
Yeah, I think for me, where that came into play is if there are very specific SKUs that I am seeing results with, either it's on myself or I'm seeing it happen in other clients just naturally. That's a product that I can easily sell. If there are SKUs that I don't see good results with, or it's pilling on the skin or I just don't like it. Well, if it's in the protocol, I'm required to use it. Okay, I'm. I may use it less. I'm certainly not selling it, but I don't feel like I've lost faith or trust in that brand. It's just something I'VE decided I don't like it. I'm not gonna sell it.
- [11:20]
C
Just enthusiasm, maybe.
- [11:21]
B
Yeah.
- [11:22]
C
Nice. Yeah.
- [11:22]
B
Yeah. I think what Adriana said about becoming more vigilant with information really resonates with me because I think good estheticians eventually realize that continuing education isn't optional.
- [11:35]
C
Right? Yeah, absolutely.
- [11:36]
B
Yes. It is the responsibility of the job.
- [11:40]
C
Oof. Yes.
- [11:41]
B
And I think continuing education, I put that in quotes because continuing education, of course, means going out and seeking classes, but it could also mean in your spare time, you're reading the product manual or you're, you know, researching on your phone about key ingredients. You know, constantly learning is not just paying for a class. It's also all the other things and filling your time and making sure you know what you're doing. When the client comes in and lays on the treatment table.
- [12:16]
C
Ooh, you like? It happened to me yesterday. Yesterday, a client came in and she's menopausal. She's like, at the end of perimenopausal, getting into the menopausal state. And, like, I'm like. She was talking about this little area on her cheek that was red as she noticed. Of course I'm looking closer. What I notice is these huge pores. Like, her pores are huge. I'm like, what is going on here? So I'm walking it back and I'm like, so tell me again, you know what? You're on progesterone estrogen patches and she's shifting it. You know, I'm trying to figure it out. So I'm looking it up and seeing, like, could this be it? This low lying inflammation is what could be causing it? Not really those hormones, but constantly learning her, the client, not just skin, but her specifically. And I think I'm confident enough to tell her. I don't know. Let me find out. Can we hypothesize about a few things? Let's figure out for you what it could be. But it turns out it was probably. We think it's the inflammation from the hot flashes that she's having at night, plus the sleep she's not getting. It was causing the pores to get big. So let's try this. Let's do that. So we adjusted her night routine. We'll see. You know, I'll give you guys an update later. But just in treatment room when we did a service and then we put a hyaluronic acid mask on her and let her sit, it was amazing how much they shrunk. It was like, just calming the, you know, like Putting water on a fire. Almost literally. Yeah. But anyways, so I guess my point is I think that is very important that you're able to spend and look. And it could be talking to peers. It could be thinking of subjects outside of just products and modalities, too. Thinking of. There's a lot of talk about neurosomatic work right now. There's a lot of, you know, my favorite subject is emotions or electricity in the skin. All of those allergies that are outside of the box. Thinking about those too.
- [14:09]
B
Yeah, I think all to your point, professionalism is willing to say, I'm not sure. Let me look into that. I want to make sure I give you accurate information, especially right now, because
- [14:20]
C
clients are walking in asking about ingredients, like a lot, or asking about devices or asking about supplements or stuff they saw on TikTok or Instagram or wherever their social media, you know, outlet is. And we have a responsibility to filter through all of that thoughtfully and create real responses.
- [14:42]
B
Yeah, I love that Adriana can trace her commitment to learning back to one specific client, because there really are clients who shape your career without you even realizing it.
- [14:54]
C
I remember one of mine tell me in a bad way, oh, no, but I mean, we have all of em. I think they all kind of shape what you do. But yeah, for sure. I think this is an awesome example. I loved reading it because for me it was a difficult. Oh, there it is. For me, it was a difficult client or several difficult clients that have made me navigate how I show up and that, you know, who I'm okay with or whatever. But some people, it could be the loyal client, some could be the one who asked the hard questions. Those are still my favorite ones that ask the tough questions and we can get through it. And sometimes it's the ones who believe in you before they believe in themselves and follow your direction and give you the six month commitment that they're going to comply with your advice. It's all of those above culminated that makes the shifts.
- [15:44]
B
Yeah, I think when done well, aesthetics isn't meant to be transactional. You're forming relationships, trust forms. Growth happens on both sides. So, Adriana, thank you for sending this in because I think so many estheticians are going to hear themselves in your story, especially newer estheticians who may still be in that phase of realizing just how much influence and impact they actually have. The takeaway here is this. You do not have to know everything to be a great esthetician, but you do have to stay curious, stay honest, keep learning, and take the trust clients place in you. Seriously, listeners, we want to hear from you. If this conversation reminded you of a client story you still think about, we'd love to hear it share with us on social media through Instagram, Facebook, or by emailing getconnectedscpskincare.com thank you for listening to ASCPSDtalk. And as always, for more information on this episode, or for ways to connect with Ella and myself, or to learn more about asc, check out the show notes.