The consultation sets the tone for every client journey, from building trust to creating lasting results. Two expert beauty business owners share their proven strategies for delivering consultations that truly connect
An effective client consultation is the foundation of every successful beauty treatment. It’s where trust is built, expectations are managed and long-term results begin to take shape.
For Rachel Stevens, owner of Skin Health Studio in Cambridgeshire and finalist for Mobile/Home-Based Business of the Year at the Professional Beauty Awards 2026, the consultation is the first step in building genuine connection.
She says, “It’s absolutely vital. The consultation is where every client’s journey begins. It’s the first time they feel truly heard about their treatment goals and concerns. That initial connection can make or break the client relationship.”
Beyond compliance and safety, Stevens explains that a strong consultation has tangible business benefits.
“A strong consultation builds trust which naturally leads to client retention, increased retail sales and repeat bookings. When clients feel understood, they stay loyal.”
Rosie Kefford, owner of Rosie’s Beauty Specialists in Suffolk and finalist for Therapist of the Year at the PB Awards, agrees that the consultation underpins every professional result: “A great consultation is the foundation of every successful treatment. It’s where trust is built, expectations are managed and results are achieved safely and professionally.”
Creating the right consultation process
A thoughtful, well-structured consultation process ensures both professionalism and personalisation.
At Skin Health Studio, Stevens begins building the relationship the moment a client books.
She explains, “I send a short message to introduce myself and let them know they’ll receive a consultation form to complete before their appointment. I always review their form in advance, that way when they arrive our time can be spent having a conversation rather than just reading paperwork.”
Similarly, Kefford believes the tone should be warm and genuine from the very first interaction.
“Every consultation begins with a warm, genuine welcome; either face to face or virtually. I want my clients to feel at ease the moment they make contact. This sets the tone for an open, honest conversation.”
Both therapists highlight the importance of using digital consultation forms to streamline the process.
Stevens uses a self-designed digital form that integrates medical history, lifestyle and skin goals: “This helps me tailor every treatment safely and effectively while making the in-person consultation feel more personal and relaxed.”
Kefford uses the Timely system, which she says combines consistency with conversation: “The digital form ensures compliance and consistency, while the personal interaction ensures true understanding.”
Asking the right questions
Open-ended, thoughtful questions allow therapists to uncover what truly matters to their clients.
Kefford shares, “I always ask open-ended questions that encourage clients to share more than surface-level answers. These kinds of questions uncover their real priorities, whether that’s confidence, comfort or visible results.”
For Stevens, understanding the client’s wellbeing is just as important as their skin type.
She says, “I always start by asking how they’ve been and how they’re feeling as our skin reflects so much of what’s going on internally. Understanding their stress levels, sleep and lifestyle helps me tailor the treatment more effectively.”
Building trust and managing expectations
A perfect consultation also requires honesty and empathy. Managing expectations from the start helps prevent disappointment and builds confidence in the therapist’s expertise.
Kefford emphasises education and transparency, explaining, “I’m very transparent from the start about what’s realistic and what will take time. I use visuals, before and after examples and simple explanations to show how the skin works and why a gradual approach delivers better results.”
Stevens echoes this sentiment, commenting, “I’m always honest and transparent with clients about the results we can achieve. Using skin analysis helps them fully understand how their skin is behaving and how it’s influenced by internal and external factors.”
Both agree that communication and trust are the cornerstones of effective consultation.
Personalising every consultation
No two clients are alike, and neither should their consultations be.
Stevens adapts her approach to suit new or returning clients, ensuring every session feels personal and professional.
“As clients return you naturally build a relationship but it’s still important to remain professional and have boundaries in place. I offer new clients consultation sessions they can book — it’s a great way to build their comfort by visiting the studio first.”
Kefford tailors her consultations by age, goals and comfort level: “A teenager with acne will need a different style of conversation than a mature client focusing on skin health. It’s all about reading the person in front of you and meeting them exactly where they are.”
Introducing retail and aftercare naturally
Selling should never feel forced, and both therapists agree that the consultation is the perfect place to educate rather than sell.
Stevens says, “I never separate treatments from home care. My conversations focus on a 360° approach of products, lifestyle and professional treatments.”
Kefford takes the same view, adding, “I never see retailing as selling – it’s part of the treatment. Clients appreciate honesty and clarity. If they sense that your recommendation is genuinely for their benefit, it never feels like a sales pitch.”
Aftercare is equally integral to the process.
“Aftercare is just as important as the treatment itself,” says Kefford. “I always make sure clients fully understand what to expect afterwards and that they can contact me if they have any concerns.”
Stevens positions aftercare as a partnership, explaining, “It’s positioning their journey as a partnership, making it clear that achieving their skin goals is a journey we take together.”
Continuous improvement and professional training
Both experts attribute their success to continuous learning and evolving their consultation processes.
Stevens draws on her Dermalogica training: “The training I received in client communication, skin analysis and retailing using the ‘why’ rather than just the ‘what’ completely shaped how I work. It’s made my consultations more meaningful and has definitely improved client trust, results and retention.”
Kefford also prioritises training and regular review, saying, “Myself and my team always ensure our consultations are consistent, professional and heart led. The impact has been huge – higher client retention, stronger relationships and far more effective results.”
Avoiding common consultation mistakes
Both therapists warn against rushing the process or treating it as a tick-box exercise.
“The biggest mistake is not truly listening to what the client wants,” says Stevens. “A thoughtful consultation is the foundation of personalised results, client trust, and ultimately a successful business.”
Kefford adds, “A consultation should never feel like a tick-box exercise. Clients want to feel heard, not just analysed. Slowing down and taking genuine interest will always lead to better results and happier clients.”
The lasting impact of a great consultation
Ultimately, the most successful consultations go beyond paperwork – they create transformation and emotional connection.
Stevens recalls helping a bride discover the root cause of her breakouts before her wedding: “Once we knew the cause, we could adapt her homecare and treatment plan and with the trigger removed, her skin completely transformed.”
For Kefford, one client’s microblading consultation was life changing.
“She had been living with alopecia and hadn’t had any brow hair for over 20 years. When she returned for her top-up six weeks later, she walked in glowing. That’s the power of a true consultation – it’s not just about creating brows; it’s about helping someone feel like themselves again.”
Key takeaway
The perfect client consultation isn’t just about data collection, it’s about listening, empathy and education. By combining digital systems with human warmth, therapists can elevate results, boost retention and build trust that lasts far beyond the treatment room.
