They Knew Everything... But Still Weren’t Selling?

Hello my lovely!!!

This week I had one of those "wait, what?" moments that really made me stop and think.

I was spending the day training a team of incredibly qualified therapists—I'm talking top-tier qualifications, years of experience, and product knowledge that could put a cosmetic chemist to shame. They knew every peptide, every pH level, every protocol. Honestly, it was impressive.

But here’s the curveball...
They were seriously struggling with retail.

And not just a little. I mean full-on, “I’m not able to get my client to say yes to the product recommendations” kind of struggle.

It hit me like a splash of cold water.
It’s not about qualifications.
It’s not about years in the industry.
And it’s definitely not about how well you know your ingredients.

What matters most—especially right now—is your ability to adapt.
To see the shift in what today’s client actually wants.
To create connection before you even reach for the cleanser.
To engage in a way that makes your client feel seen, heard, and guided.

We spent the session digging into this—and while I won’t give it all away here (because that would spoil the magic 😉), I’ll share the one big takeaway:

👉 The magic starts before the treatment does.

So here are 5 reasons why engaging with your client before the treatment is the key to keeping them forever (and getting them to say yes to your recommendations):

1. Trust is built before the touch.
   Clients don’t just want great skin—they want to feel like you get them.
2. It shifts you from “sales” to service.
   You're not pushing product; you're solving a problem they just told you they have.
3. It reveals their real goals.
   Most clients don’t come in saying “I want more hydration”—they say “I hate how tired I look.”
4. It creates a custom path forward.
   When the conversation starts early, they see you as their guide, not just their therapist.
5. They want to talk more than you think.
   You might be surprised how much your clients want to share—if you just give them the space. Sometimes, it’s not about saying more, but asking better. When you create the right moment, the conversation flows—and with it, trust, loyalty, and opportunity.

Now, did we crack the code in this session?
Did we flip the switch and change their approach entirely?
Let’s just say… something clicked. And it wasn’t what they expected. 😊

If you’re curious about what we did, how we tackled it, and the small shifts that created big changes—hit reply and say “Tell me!”
I’ll happily share more (just not all at once 😉).

P.S. If your team is struggling with retail despite being experienced, qualified, and caring—you're not alone. But you can change that. Let’s chat.

Lots of love!
Marisa