Golden Rules of Customer Service in the Spa and Beauty Industry: Body Language Speaks Volumes

When you or a member of your staff approaches and interacts with a customer, they instantly are sending many messages to your client. You are expressing how you feel about representing your business, and your employees may be translating how they feel about their job, good or bad!  The customer may also pick up on whether you are having a good day and how you feel about serving that client. These messages are sent without even thinking about it – thanks to body language.

No matter whom we are, or what we do for a living, each of us automatically relay how we feel about the interaction through subtle, often subconscious indicators.

While a poker-face is not a good customer service strategy, the language a body reveals allows a customers to figure out if the employee is enthusiastic about their job and will do everything necessary to help the customer secure the product or service they need or desire.  Body language also determines if the customer will feel comfortable booking treatments and long term services with your spa or aesthetics business.

If you come across as impatient, angry or depressed, you are telling the customer that you are more concerned with other issues, rather than the issues that are important to that specific client. Allowing a customer to ascertain anything other than enthusiasm, trust and a commitment is completely unacceptable and it will hurt your business quickly!

Overbearing or aggressive behavior is also picked up on by the customer.  There are few things that turn a customer off more than someone who is “pushy” especially in a spa setting where the environment is supposed to be relaxing and rejuvenating.  This type of behavior only serves to build the unwanted defensiveness of the customer and also means they will find another aesthetician or spa for next time.

Making a customer feel good about their interaction with you is actually quite easy. Greet everyone with an open attitude and welcoming gesture – conveying a mood of friendliness, helpfulness and enthusiasm.  This is done by always greeting the customer with a smile and an offering of help.  Also, a relaxed posture goes a long way to making the customer feel comfortable.  Avoid crossing your arms or placing your hands on your hips – these are not friendly poses. Keep an open and relaxed stance when greeting and interacting with clients.

Besides a relaxed posture and approach, you can also use what is referred to as friendly touching to make customers feel comfortable. Be careful not to be inappropriate, but a light touch on the arm or shoulder can certainly go a long way to bonding with your customer.

Body language, when used properly, results in happy customers that are loyal to your business. Negative body language will have opposite adverse results.  Presenting to the customer a friendly demeanor and relaxed body language translates directly into trust and client satisfaction.

When you or your spa staff members relay the right message through body language, a customer is apt to listen to your advice, book further appointments and follow your beauty recommendations. The right body language can result in the customer making a purchase or extending the relationship with your business.