charles_green•3mo agoMost Upvoted

Overheard a client say something that stuck with me

I was cleaning up after a facial and a client was on the phone in the lobby. She said, 'My skin just feels calmer after I come here, not just cleaner.' I mean, I know we're supposed to focus on results, but that hit different. It made me realize I've been so focused on the technical steps and product choices for the last few months. Maybe the real win is just giving someone a quiet hour where their skin and their stress get a break. Has anyone else had a moment that shifted how you think about a service?

3 comments

3 Comments

felix3853mo ago

Quiet hour for their skin and stress" is a nice thought, but isn't that just the basic point of a spa day anyway?

betty12618d ago

Build on that quiet time during masks and you'll see what she means. I started doing a full minute of silence after I take the mask off too, just gently pressing on pressure points without saying a word. People open their eyes different, like they forgot where they were for a second. That's the difference between a service and an escape.

martin.jessica3mo ago

Yeah, but "basic point of a spa day" is the whole problem... clients get that from any cheap chain. What she's describing is the feeling you build when you stop rushing. I started leaving a full 90 seconds of quiet during mask time, no talking at all. The difference in how people get off my table is night and day. They're not just paying for the steps, they're paying for the pace.