Being a mom has taught me a LOT about a whole bunch of things, including how to be a better leader. My children look to me as an expert in life; an all knowing-being about the big and little things like why is the sky blue to where is their Polly Pocket. [Clearly, I do not have teenagers.] And in this expert role, I have found it much easier to reach the desired results [e.g., getting them dressed or well-fed] by providing leadership rather than allowing them to solely determine the path.
I see a lot of similarities between parenting and being an expert in skincare, hair care or massage therapy. While I'm not comparing your clients to little children, I am pointing out the similarity of the Expert-to-Learner role. You have the training, experience and background that you have developed over the months, years or even decades. Your clients do not. While some of them may be very savvy consumers, they very rarely understand the level of detailed knowledge that you carry about their hair, skin and body.
When it comes to recommending the best homecare regimen and health practices to help your clients reach their goals, it is important to lead them down the right path. Most of them WANT to be lead towards products and activities that help them look and feel better. That's why they came to you in the first place. While this may be easier for doctors and nurses in the medical spa world, or master hair stylists and estheticians -- it is often a challenge for spa practitioners to feel comfortable recommending products to clients. Yet, from a business standpoint -- this is the highest profit center and a wonderful long-term relationship builder with you client.
Some quotes on leadership that inspire me, and I hope inspire you:
If your actions inspire others to dream more, learn more, do more and become more, you are a leader. - John Quincy Adams
A leader takes people where they want to go. A great leader takes people where they don't necessarily want to go, but ought to be. - Rosalynn Carter
The real leader has no need to lead - he is content to point the way. - Henry Miller
If you think you can do a thing or that you cannot do a thing, in either case you are right. - Henry Ford
The price of greatness is responsibility. - Winston Churchill
and my personal favorite leader by example....
You must do the thing you think you cannot do. - Eleanor Roosevelt
If you do hesitate to lead your clients towards products and habits out of fear of rejection or being perceived as being too pushy --- take a moment to remind yourself that you are providing value to your client that they are looking for in scheduling an appointment with you.
As always -- Don't let me be the final word here. Do you agree? Disagree? What has been your experience with this in your business. Just add your comment below and discuss.
Good point Michelle. Isn't it funny how so often we (meaning the human race) project our own fears onto another person? And it is so easy to build a connection by breaking through those fears with a kind smile and gentle guidance.
Posted by: Heather Gallegos | June 07, 2007 at 08:16 PM
Your article is absolutely on the money Heather. As an esthetician I also find that my clients are not only begging to be led, they are often afraid to ask the questions they most want the answers to out of fear that they may look stupid. I can tell that sometimes they feel intimidated to have me looking at their skin so closely and fear that I'm going to judge them. Leading them in a gentle way and sometimes even setting them at ease with my own skin challenges is often helpful.
Posted by: Michelle | June 05, 2007 at 08:37 AM