A client messages a salon: "I have sensitive skin and some redness on my cheeks. Which facial should I book?" Another asks, "Would a chemical peel be good for my acne scars?" A third wants to know whether she can have eyelash extensions while pregnant. Each wants a quick answer. Each needs more care than a quick answer can give.
Here are the common myths about suitability questions, and what salons should do instead.
Myth 1: describing a treatment is the same as recommending it
Describing what a treatment is designed for, such as "the hydrating facial is designed for dry skin", is general information. Telling a specific client that a treatment is right for them is a recommendation that depends on an assessment. Websites should do the first and leave the second to a consultation. Price and treatment information is covered in treatment price questions every salon receives.
Myth 2: skin questions are simple
Redness, sensitivity and breakouts can have many causes. Some treatments could make them worse. A salon cannot judge this from a message. Anything involving a skin condition should go to the salon team, and clients with ongoing conditions may need to speak to a doctor first.
Myth 3: pregnancy questions can be answered with a yes or no
Some treatments are not offered during pregnancy, and the salon's policy can be published. But whether a particular treatment is suitable for a particular pregnant client should be discussed with the salon team, and sometimes with the client's midwife or doctor.
Myth 4: a consultation is a barrier
Many salons worry that suggesting a consultation will lose the booking. In practice, a free, short consultation reassures clients, especially nervous ones, as described in new clients nervous about their first treatment.
Myth 5: an assistant should avoid these questions completely
An assistant can help, by sharing what each treatment is designed for and offering a consultation. What it must not do is recommend a treatment for an individual or comment on their skin or health. The general principle is covered in questions your assistant should refuse.
Example conversations
Client: I have sensitive skin with some redness. Which facial should I book? Assistant: The facials page describes each treatment, including one designed for sensitive skin. Because redness can have different causes, the salon recommends a short free consultation first, so the therapist can suggest the right option. Would you like to book one?
Client: Can I have eyelash extensions while pregnant? Assistant: The lashes page explains the salon's policy on treatments during pregnancy. For your own situation, it's best to speak to the team and check with your midwife. I'll pass your question on.
Comparing options helpfully
Clients often want to compare treatments. Clear comparison information, such as what each treatment is for, how long it takes and what it costs, helps them choose what to discuss at a consultation. Hotels use the same approach with room types, as described in room type comparison questions that stall bookings.
How SpideyChat handles it
SpideyChat for beauty salons shares your published treatment descriptions and passes suitability and health questions to the salon team. You can see handover on the demo.
Reviewing your treatment pages
Make sure each treatment page says what it is designed for, who it may not suit and that consultations are available. Plans are compared on the pricing page.