Starting your career in esthetics can be both exciting and intimidating. One common concern among new estheticians is how to talk to clients—especially those from a different generation. Whether you are still in beauty school or starting your first job in the industry, mastering client conversations takes time and practice. But do not worry! It gets easier with experience.

Here are 10 practical tips to help you navigate conversations with clients, break the ice, and build lasting relationships.

esthetician explaining a treatment to a client

1. Start with a Friendly Greeting

A simple smile and a warm greeting can make a great first impression. Saying something like “Hi! How are you today?” helps to create a welcoming atmosphere. Clients want to feel comfortable with you, so even if you are nervous, try to lead with positivity. They are there to relax and enjoy the service, and they’re happy to see you! 

beauty school student in winnipeg greets a client

2. Ask Open-Ended Questions

When thinking about how to talk to your clients,  ask questions that invite conversation. Instead of yes or no questions, try asking open-ended ones such as “What interesting things happened at work this week?” or “How has your skin been doing?” This will encourage clients to share more about themselves and help the conversation flow naturally.

Talking to clients of different generations takes some practice, but finding common interests can bridge that gap. Food, travel, or skincare routines are universal topics. Clients may enjoy talking about their favourite Netflix shows, a book they are reading, or a new place they went to for dinner. When you find a topic both of you enjoy, the conversation becomes easier.

photofacial treatment on model

3. Talk About the Service & Offer Personalized Information

One of the most valuable things you can share during your time with a client is personalized information. By doing this, you are offering them something they know is truly beneficial. For example, a skin technician should explain each step of a facial to the client and why it’s important. Share what product you are using and how its ingredients benefit their skin.

Mention any observations you have about their skin’s condition. This is an opportunity to discuss how at-home practices and other services and products address their specific concerns and help them maintain healthy, radiant skin. 

Ask them what their skincare routine is and help them fill any gaps or adjust it for their unique skin. Talk about how to properly use and layer products at home for maximum benefits. Taking the time to educate your clients not only gives them a valuable gift but also provides a natural way to guide conversations, easing any concerns you may have about what to talk about.

I’m Not A Skin Technician. What can I talk about?

You can offer valuable information from your area of expertise or from the range of services and products your spa offers! Explain the growth cycle of lashes, why manicure gel is sensitive to household cleaning products, or the nature of hair follicles and waxing. Researching your area of expertise to be able to discuss it comfortably is well worth the effort.

Expand to Other Areas

However, learning about the other offerings of your business also allows you to give them valuable information.  For instance, take the time to learn about the various services and products your spa offers. If you are a nail technician working at a spa, challenge yourself to focus on one skin care service or product each month, and learn about it from coworkers, trying it, or online resources. Most skincare lines offer in-depth information about their products. You can also learn more about how advanced services work from spa blogs and other online resources. 

The Ongoing Benefits to You

Practice discussing services and products with your clients, letting them know that you are expanding your knowledge and sharing what you have learned. You don’t have to focus solely on how great it is; you can highlight other fun aspects, such as how it works. You may even discover that it addresses a need you didn’t realize they had. 

Not only does this create natural conversation topics and offer clients the gift of knowledge, but it also expands your expertise and makes you more valuable to your business, opening doors to new opportunities. Learning and sharing information is key to growing your career. 

 

facial training winnipeg

4. Listen 

 

It is tempting to fill silence with chatter not related to your expertise, especially when you are nervous. However, a key aspect of how to talk to your clients is active listening. Clients appreciate when you focus on what they are saying rather than just thinking about what to say next. Respond enthusiastically and ask follow-up questions. This makes them feel heard and valued. 

Maybe you know little or nothing about the topic they’re talking about. But guess what? We humans love talking about ourselves! Ask them to explain, and you’ll learn something while allowing them to express themselves more. Listening can also help you better get to know them and understand their preferences and needs. 

5. Adapt to Different Personalities

Not every client will want to chat during their service. Some prefer quiet time, while others love talking. Observe their body language and follow their lead. If someone seems more reserved, you can still be friendly without forcing the conversation. On the other hand, chatty clients may appreciate your engagement and enthusiasm.

6. Keep It Professional but Relatable

You may feel tempted to talk about your personal life, but always maintain a professional tone. It’s ok to share a little about yourself, but it’s typically a good rule of thumb to not overshare. Clients want to feel a connection, but they also expect professionalism. Relating to them through shared experiences such as skincare struggles or local events keeps the conversation light yet relevant.

Over time, the client-service provider relationship can feel more personal. Professionals such as hair stylists, masseuses, and estheticians create a comfortable environment where clients spend a good amount of time and feel safe to share their thoughts. Many professionals suggest to actively listen and focus on the client, ensuring they feel heard and valued.

student of the lash lift class in winnipeg

7. Practice Talking to Clients of Different Generations

When you are unsure of how to talk to your clients, especially those of a different generation, practice makes perfect. Baby Boomers, Millennials, and Gen Z all have different communication styles. While older clients may prefer formal conversation, younger clients might enjoy a more casual and social media-driven dialogue. With time, you will get better at adapting your communication to match your clients’ styles.

Manicure course in winnipeg. A student practices both nail care services and how to talk to clients

9. Stay Calm During Silence

 

Do not fear moments of silence. Sometimes, clients appreciate a break from conversation, especially during a relaxing service. You can even ask them beforehand if they’re interested in hearing about what you are doing (e.g. the steps of the facial) or if they need this opportunity to disconnect. Taking the time to ask about this preference makes clients feel uniquely valued.

Silence does not mean awkwardness. Focus on your work, and if you sense the client wants to talk, you can always ask how they are feeling or if they are comfortable.

skin care specialist apply facial mask

9. Follow Up on Their Experience

A great way to build rapport is by following up on the client’s last visit. Ask if they liked the product you recommended or how their skin, nails, or lashes have been since the last service. This not only shows that you remember them but also gives you a natural way to start the conversation during their next appointment.

"esthetician in a black smock talking to a client in a grey sweater"

10. Ending with Excellence

Before they leave, let them know how much you enjoyed working with them today and compliment their choice of service. Encourage them to book their next appointment for the best availability, ensuring they feel fully taken care of.

Assist them in selecting any products they may need or gracefully transition them to checkout. Mention that you’re looking forward to seeing them again soon, and keep any relevant notes (e.g. on their file or in your notes app) to make their future visits even more personalized.

Read More: Top 10 Client Retention Strategies for Long-Term Success

Instructor demonstrating brow threading service on female client

It is normal to feel awkward or unsure when you are just starting out in the esthetics field. However, with time, you will learn how to talk to your clients confidently. Whether you are chatting with someone your age or a different generation, focus on being friendly, professional, and attentive to their needs.

Learn more about your business and services, and share what you have learned. Keep practicing these tips, and client conversations will soon feel like second nature.

Read More: 5 Reasons Why Personal Branding Matters for Estheticians