Communication & Questioning

It is important that a trained therapist within the beauty industry shows skills in handling clients which will enable the client to be relaxed and enjoy their treatment. The therapist should offer appropriate advice about the most suitable and beneficial treatment. The therapist must always be prepared to follow the client’s wishes and personal preferences providing they are not detrimental to the client’s skin etc. A calm but efficient manner will enable problems to be dealt with if they arise. Remember to be professional at all times!


Conversation with your client during treatment may be limited, but in general the amount depends on the client and you should follow their lead. Some clients prefer the stimulation of conversation while others prefer a quieter and more relaxed visit. It is important to be a good listener and to be very discreet. At all times client confidentiality must be respected. Remember during massage treatment the client will gain more benefit from a quiet period.


A satisfied client is the best possible advertisement for any salon.


Consultation techniques 


  • Questioning/verbal communication: Explain to the client you are going to ask some questions which will help you to decide on the best treatment plan for them, as well as assessing whether the client is suitable for the treatment and not contra-indicated in any way. The type of questions should be specific to the client’s skincare routine and their health.
  • Encourage the client to ask any questions at any time, try to fully involve the client in the decision making process.
  • If there is a contra-indication, explain this to the client, why treatment cannot go ahead and the need for them to seek medical advice.
  • Always explain what the treatment involves, how long it will take and if relevant what home care and aftercare is required. It is important to assess how much the client is willing to spend and then design a treatment programme around their budget.
  • Visually: you need to analyse the skin to determine its type and condition in order to formulate a treatment plan with the client. You can also use visual aids to help explain the treatment process etc.
  • Manually: touching the skin will enable you to decide if it is dry, dehydrated etc and on completion of treatment the client will be able to feel a difference in their skin type following treatment.
  • Written client records: if the client has had previous treatments in the salon always refer to their record cards. Remember to show the client the consultation card which will record their details and the record of their treatment which will be completed throughout the treatment. Explain that you will allow time at the end of the treatment session to discuss the products used in your facial and the products you will recommend for home care and that this document is confidential.
  • Body language: greet the client with a smile and warm sincere welcome. Use the client’s name which you should have from the appointment book. Show your client to a private area which should be quiet and relaxing.


Client questioning during consultation is vital to enable the therapist to carry out the treatment professionally. It ensures the client gets the correct advice and to link to retail sales.

The consultation is also a good time to let the client know what other treatments are available.

The client at the end of the consultation should fully understand what their treatment involves.


Skills to use when carrying out a consultation:

  • Observe client mannerisms
  • Use open rather than closed questions to gain more information
  • Sit at eye level
  • Talk to the client as an equal; never use too much technical jargon
  • Be sympathetic
  • Be sincere
  • Be honest and realistic about results



Always record information accurately on a record card and update it during each treatment. Remember to ensure you are following GDPR regulations. GDPR applies to all the personal data your beauty salon holds about people, both electronically on computers and on paper (for example, client health questionnaires). It is safest to assume that it covers personal information held in any format. In case you aren’t aware, GDPR stands for General Data Protection Regulation, which replaced the Data Protection Act of 1998.  The new regulations offer the “right to be forgotten,” meaning that clients or staff can request that you delete their information at any point; it also grants them the “right to access,” which equates to giving them the right to access what information you hold about them at any time. There are timescales in which breaches have to be reported and hefty fines where it is not being adhered to. Remember:

• If you hold data on any child under the age of 16, you will need consent from a parent or guardian to store their personal information.

• Ensure that you have a clear privacy notice.