Taneesa Williamson The little details that make a bigger difference than you may think.
When clients step into a clinic, they’re not just looking for treatments—they’re seeking an experience that leaves them feeling relaxed, rejuvenated, and valued. While treatments are the foundation, it’s often the small, overlooked details that shape their overall impression. Here are five things you may not realise are affecting your clients’ experience.
1. The sound of banging cupboards
Nothing disrupts a serene environment like the sharp sound of cupboard doors slamming shut. Whether it’s during a consultation or a treatment, the sudden noise can instantly pull your client out of a relaxed state. It’s easy to overlook, especially during busy hours, but incorporating soft-close hinges or simply being mindful of how cupboards are handled can go a long way in maintaining that calm, spa-like atmosphere.
2. Opening and closing product caps and lids
Another subtle disruption is the sound of product lids and caps being unscrewed and snapped back on. Clients may not consciously register this, but subconsciously, it breaks the flow of their experience. Consider swapping to quieter packaging, decanting products where possible, or better yet, opening products out of earshot. This simple act ensures that your clients remain in a state of undisturbed calm.
3. Music choice
We all know that music is important, but it’s the type of music that makes the difference. Background music should be calming, neutral, and at a low volume. Anything too upbeat or with lyrics can be distracting, and occasionally inappropriate. Curating playlists that complement the clinic’s aesthetic and treatment offerings can enhance the overall experience and keep clients in the right frame of mind.
Consider your reception area to be more upbeat, or match the days of the clinic, such as more bubbly for weekends, and calmer for evenings. For treatment rooms, opt for more of a softer feel with mellow beats and soothing music to calm your clients’ nervous systems during a relaxing facial.
4. Lighting
Lighting is crucial in creating the right atmosphere. Harsh, clinical lighting may be necessary for certain treatments, but in common areas or during relaxation-focused procedures, softer, warmer lighting creates a more inviting environment. Adjustable lighting allows you to shift between functional and ambient settings, ensuring that clients feel both cared for and comfortable.
5. Visible appointment schedules on the computer
While digital tools are essential for running a clinic efficiently, having client appointments or personal information displayed on a visible screen can unintentionally make clients feel self-conscious or rushed. When they notice their name, time slots, or the flow of appointments, they may worry about being a burden or that their treatment will be rushed. Be mindful of where you place screens, and consider minimising your tabs or turning them away from client visibility to maintain a discreet, stress-free atmosphere. Not only this, but you may also be leaving sensitive information about other clients on display.
By paying attention to these small but significant details, you can create an environment that enhances your clients’ overall experience. After all, true relaxation comes not just from the treatments you offer but from the care and thought you put into the entire journey.
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