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Start free trialNew Client Consultation Flow
627 words · ~3 min read
Purpose
Standardize the new client consultation experience to maximize conversion, build trust, and set the foundation for long-term retention.
Prerequisites
Treatment room clean and prepared
Skin imaging system calibrated
Before/after photo library accessible
Product samples available
Consultation form printed or digital
Beverage station stocked
Step-by-Step Procedure
Phase 1: Pre-Arrival (5 minutes before scheduled time)
Review intake form (if submitted online)
Pull relevant before/after photos for anticipated concerns
Prepare product samples for likely recommendations
Set room temperature to 72-74°F
Play ambient music at low volume
Phase 2: Greeting & Hospitality (0-5 minutes)
Stand and greet client by name within 10 seconds of arrival
Offer water, herbal tea, or sparkling water
Escort to consultation area (not treatment room)
Confirm appointment purpose: "I see you are here to address [concern]. Is that right?"
Allow 2 minutes for client to settle and sip beverage
Phase 3: Discovery & History (5-15 minutes)
Ask the 8 discovery questions (see Script 2.2)
Document responses in client file
Note emotional weight and urgency signals
Identify any contraindications (pregnancy, medications, allergies)
Ask: "On a scale of 1-10, how urgent is this for you?"
Phase 4: Skin Analysis (15-25 minutes)
Explain imaging process: "This camera sees beneath the surface"
Capture baseline images (front, left, right)
Analyze and explain findings using the diagnostic framework
Connect findings to client's stated concerns
Present relevant before/after comparisons
Phase 5: Treatment Design & Presentation (25-40 minutes)
Present the three-tier recommendation (Essential, Premium, Elite)
Explain the science behind each treatment component
Show timeline and expected results at each stage
Present investment using value-first framing
Offer payment options
Phase 6: Objection Handling & Close (40-50 minutes)
Listen to any objections completely
Apply the appropriate objection handler from Script Library
If client is ready: proceed to booking and payment
If client needs time: provide take-home materials and schedule follow-up call
Document all objections and responses in client file
Phase 7: Next Steps & Departure (50-60 minutes)
If booked: provide pre-treatment instructions and confirmation
If not booked: schedule follow-up contact within 48 hours
Offer a take-home sample as a gift
Walk client to reception
Thank them sincerely for their time and trust
Quality Standards
Conversion target: 65%+ for new consultations
Average consultation duration: 45-60 minutes
Follow-up required for all non-converters within 48 hours
Every client file must include: concerns, goals, urgency score, objections, outcome
Common Mistakes
| Mistake | Solution |
|---|---|
| Rushing the discovery phase | Schedule 60 minutes minimum; do not book back-to-back |
| Presenting price before value | Build value first; price comes after transformation evidence |
| Using generic before/afters | Use photos matched to skin type, age, and concern |
| Forgetting to ask for the booking | Always end with a specific scheduling question |
| Not documenting objections | Every objection is market intelligence; record everything |
Audit Checklist
[ ] Beverage offered within 30 seconds
[ ] All 8 discovery questions asked
[ ] Skin imaging completed
[ ] Before/afters shown
[ ] Three tiers presented
[ ] Price presented after value
[ ] Payment options offered
[ ] Specific next step scheduled
[ ] Sample provided
[ ] Follow-up documented
Review Schedule
Weekly: Review conversion rates by aesthetician
Monthly: Analyze common objections and update handlers
Quarterly: Update before/after library and product knowledge