FACT: Client Conversations Determine Your Business Profitability!

Do you ever feel like you're about to explode with frustration? Like, how many times do I have to say it, and why isn’t anyone listening? Sound familiar? Yep, I’ve been there too—more than I’d like to admit.

Let me share a story with you—I'll try to keep my emotions out of it (no promises!). The situation took my 70% grey coverage straight to 100% in a few seconds flat.

I received a message from a client asking if it was normal to experience redness and sensitivity after microneedling and, if so, could I recommend some aftercare products. Naturally, I asked if she’d had a consultation, and she said yes, but with no aftercare advice given. Cue my deep breath.

I decided to dig deeper with the therapist, and here’s what I got: "I just found out she uses a Rooibos range from Clicks and Nivea serum and moisturizer approved by her dermatologist. I also asked if she’s open to buying, and she said not yet. Plus, she’s a new mom and breastfeeding, so there’s that—probably a contraindication."

Now, where do I start? Is there anything right about this so-called consultation?

I’m sharing this because, unfortunately, this kind of thing happens far too often. These so-called consultations? Pretty meaningless. First, why in the world would you ask a client if they’re willing to buy? Come on now, we don’t use that kind of wording. Let me show you how a real consultation should sound and how meaningful questions can completely transform your relationship with your client.

Here’s an example of how it could’ve gone:

"So, what made you choose a dermaplaning and microneedling treatment today? What are you hoping to achieve?"

Client: "I need a glow, hydration, and a good refresh. Since having my baby, my skin’s been a bit dull, and I want to boost it."

"Great! And what are you currently using at home?"

Client: "I’m using a Rooibos range from Clicks and a Nivea serum and moisturizer approved by my dermatologist."

"Why are you seeing a dermatologist? And how are you finding the results from these products?"

Client: "I saw a dermatologist because my skin is so sensitive, but I’m not really loving the products—it’s just something I’m using for now."

"And I hear you just had a baby—congratulations! How old is your little one, and are you breastfeeding?"

Client: *"Thanks! My baby is two months old, and yes, I’m breastfeeding."_

"So, during breastfeeding, your hormone levels can make your skin extra sensitive and slow down healing time. It doesn’t mean you can’t have the treatment, but I want you to know you may experience more redness, sensitivity, and a longer healing period. You will still see fantastic results. I recommend two aftercare products: an O2 serum with Centella Asiatica (used for burn victims, so it’s super powerful) and a Vitamin Repair Mask for moisture. They’re R2000 for both. How does that sound?"

Client: "Sounds perfect—I’m happy to invest in those. I don’t have anything like that in my routine."

"Fantastic! After that, you can return to your usual routine, but I’d love to introduce you to a professional skincare regimen personalized for your skin. Maybe not today, but sometime soon?"

Client: *"Definitely! Let’s talk about that next time."_

"Great! Just a couple more things: no direct sun exposure for a week, SPF every day, and no heat, steam, or strenuous exercise until tomorrow. Tonight, let the products I apply do their magic, and tomorrow start with your new routine. Does all of that sound good?"

Client: *"Absolutely, let's get started!"_

Now THAT is a meaningful conversation. Do you see how it’s not about selling—it’s about showing care, expertise, and offering real solutions?

Oh, and by the way, the ability to recommend and retail home care products—and hit that coveted 50% retail ratio—starts right here with these conversations.

If you missed yesterday’s coaching session where I role-played these kinds of client conversations, don’t worry. If you ask really nicely (and show me some love in the reply), I’ll send you the recording! Trust me, it’s worth it, especially if you want to upskill your team in how to turn consultations into loyal, long-term client relationships.

Let’s keep building those thriving businesses together!

Till next week,
Much love,
Marisa

P.S. Remember, the first step to retail success and client loyalty is mastering these meaningful conversations!