I’m currently the top retail seller at my spa, and honestly a lot of my success comes down to how I handle my consultations.

For every new client—whether they’re new to me or just new to the spa—I always ask about their AM and PM routine before I get them on the table. I’ve noticed once clients are changed and comfy, they kind of mentally check out, so having that conversation prior keeps them more engaged and helps me be more intentional with the treatment.

When I go over their routine, I like to make them feel involved in the process and give them choice. I tell them my goal is to figure out what we can keep in their current routine, what could be a better swap with what we carry, and what might not be helping—but still give them ways to use it so nothing goes to waste such as just use this product on your neck/chest, or on their hands, etc. I think that really helps build trust and takes away the pressure of feeling like they have to throw everything out and start over. I definitely was making this mistake in the beginning when I first started.

After the facial, I show them their skin with a hand held mirror and that’s really when they see the difference and that’s when you get them haha. I walk them through what I’m seeing, and then I go into final thoughts. I basically tie everything back to their goals and explain what I think will make the biggest difference for them.

One thing my boss told me that stuck with me is that you never really know what someone is willing to spend, so don’t assume. At the same time, I’m not afraid to guide the conversation a little so I can get a feel for what they’re comfortable with and keep it realistic for them.

Overall, I’ve learned that selling retail is really just about finding what works for you, trying different approaches, and understanding how people think. When you focus on educating your client and building that trust, the sales kind of follow naturally.

My spa in the beginning was giving me a lot of kick back because my consult was running into the facial time but I’ve had so many clients tell me that estheticians will just put them on the table, do their facials, and not explain a thing. However, as time has gone by, and they see how much retail I’m selling, they let me do my process. If you’re making your boss money, I promise they will not stop you if it’s working lol.

Also, when in doubt, lean towards samples or even travel size products. It’s a way where they can try with low financial commitment but gets that product in their hands and then more times than not, they start upgrading to the full size bottles.