Expert Advice: The importance of listening to clients
Marie-Louise Coster advises how you to support clients who offload and confide in you.
There is a huge ‘Therapist' element to being a Beauty Therapist, Holistic Therapist, Nail Tech or Hairdresser, and with that comes great responsibility, one that should not be taken lightly.
The beauty and hair sectors are very personal industries, we provide a very personal service.
When we provide a tanning treatment or a massage, our client has to trust us and feel comfortable enough to remove their clothes. When we give a manicure, we are literally holding our client's hands as they talk to us. The same with a facial, a client often has her eyes closed and isn't looking at us whilst they relax and we provide our service.
In all of these instances, we often find our client will start to open up and offload some of their innermost thoughts and feelings. Your client may tell you things that they have, in many cases, never uttered to another person. Things they haven't even told their closest friends and family for fear of judgement.
“Our job is to listen, we aren't there to pass judgement or make suggestions”
I always feel very privileged when a client shares their worries and thoughts with me. Ultimately it is because, in the nicest possible way, I don't matter. I don't judge, but equally my judgement doesn't mean anything anyway, I'm nobody. They are also confident that I will not pass on any information they tell me and what they say will go no further than the four walls we are in.
Just listen
Our job is to listen, we aren't there to pass judgement or make suggestions, we are there to listen. But when I say listen I mean truly listen, not just hear, there is a massive difference. Of course, if the client asks for help or advice, or what you would do given the situation, then you shouldn't ignore her; what I mean is don't just chip in your two pennyworths without being asked.
Sometimes people just want to offload and by doing so that makes the whole situation better for them; remember the old saying. a problem shared is a problem halved. Others may well want you to help them to find a solution to whatever concerns them. Read the situation and act accordingly. If they want to just keep talking, let them.
In any event, I always strongly recommend every beauty or hair professional keeps a directory of organisations and phone numbers that you can direct clients too. There are things that we can be a supportive and understanding ear for, but there are other things that are far beyond our remit and need more expert help. So having a list of ‘go to' numbers and websites is really important.
I have found having this information has been invaluable in supporting clients over the last 30+ years. Your support and care will still be invaluable alongside this, your listening ear, your encouragement and your kindness, but we must know our limitations and not overstep into a territory that isn't ours.
Don't shy away from this part of your job, don't be embarrassed or feel awkward. The elements of supporting and listening are just as important as waxing legs, painting nails and providing aftercare.
Provide a full service to your clients, demonstrate how interested you are in them, and as I constantly say to my daughter, always take the opportunity to show kindness because if you can help someone, why wouldn't you?
Compile a directory of organisations and charities so you can easily signpost clients to more specific, professional help should they confide in you. This could include:
- Local counselling and talking therapy services
- Charities that support those experiencing domestic violence
- LGBTQ organisations
- Mental health services
- Parental support such as baby loss care
- Suicide prevention helplines
- Grief counselling services
- Charities that support devastating medical diagnosis such as cancer support etc.
- Children's mental health services
- Support services for carers
- Debt relief and financial advice services
- Citizens Advice
- Housing services
Marie-Louise Coster is a Beauty Therapist, Session Nail Tech, Trainer, Business Consultant and owner of All About Mi Skin & Wellness Clinic and is celebrating 30 years in the beauty industry. All About Mi Training School is ABT-accredited.
