BellaOnline Forums Beauty and Self Beauty Basics Advice needed re upselling at the beauty salon!

Hi everyone,

I'd like your advice and opinions on this! I go to a beauty salon regularly and on my most recent visit earlier this week, I booked an eyebrow wax. The beauty therapist wasn't one of the girls I regularly go to, but she was on her own that day as the owner was recovering from surgery (it's a fairly small salon, and the other therapist just had a baby).

She said that if it was okay with me, she'd just tweeze my brows as she didn't think they needed waxing as there wasn't that much regrowth. I was a little surprised, but I said that was okay - I didn't mind as long as they were tidied up. She charged me the same price as an eyebrow wax - I was telling my sister about my visit and she didn't think she should have done that, as she didn't even use any wax! I should point out that I certainly didn't expect a freebie as I was paying for her time if nothing else, and like I said I didn't care so long as my brows were tidied up - I'm not sure what to think tbh.

What really annoyed me was this: she said my skin looked dehydrated. I'm sure it was, as I was thinking to myself that very morning that I'll have to start drinking more water (I'm chugging some down right now lol). The salon carries product lines, and she pointed out the (pricy) skincare kits, saying they'd be good for my skin. She started saying that she'd like me to come in for a facial, and gave me a salon booklet, where she marked with a pen the particular facial she'd like me to have!

I lost my job recently and I simply can't afford facials, it's all I can do to afford to keep up my waxing! And I must be honest, I know some people love facials but I've never wanted to have one. This will sound weird, but I don't like people touching my face - I don't mind getting waxed cos that's pretty quick! I don't like the thought of a magnifying lamp being shone on my face either - ay ay ay!

Maybe I should have just flat out said I can't afford it, but I don't think my financial situation is any of her business. The whole experience just made me uncomfortable! I don't want to stop going to that salon for several reasons at the same time, one being I have a good relationship with the other two therapists. The staff seem to work flexible/alternating hours, so I can't just avoid going when she's there - I have no way of knowing when this particular therapist will (or will not) be working.

It wasn't till later that I remembered I'd never asked her a single question about my skin! I can understand that as a beauty therapist, she probably can't help but notice the skin condition of clients, but like I said I didn't ask her about it.

Has anyone else experienced this, and how did you respond?

Don't take it personally.

A good portion of a salon's profits come from product sales. In most salons employees are encouraged to point out and try to sell you on the products that are offered there.

Also, the thereapists do make money based on the services they perform. So it is in their best interest to try and re-book a client for another service. Part of their training is in business, and it has been shown that re-booking right there and then is more likely to get them back into the salon on a regular basis than just waiting for them to call in.

She may need to work on her sales pitch a little so that it doesn't come off as sounding offensive, though.

Hi Lynn,
As a hairdresser,I can see the therapist's side of it. Selling products and services is how she makes a living. It would be insulting to you if she just assumed you couldn't afford anything more than the eyebrow arch.

I like to offer services that I know will be of benefit to my clients. Often it is something that they have never thought of or did not know they needed.

The esthetician I work with once looked at my skin and told me it was dehydrated. I was surprised because I usually use good products, but I realized that she knows what to look for and it is her job to let others know what their skin needs.

I trust my clients to decide whether they can afford the services I offer and I hope they know that their best interest is my goal.

It is unfortunate that you were uncomfortable. The therapist may have been more forcefull than she needed to be.

A good salon should follow all these suggestion and i am sure after using they can became a perfect salon and give superb service to customer.