Ever tried to wing a cosmetic consultation?
It’s like showing up to a first date with spinach in your teeth — not exactly setting the tone for long-term commitment. 😬
So yes, preparation is essential.
Not just because it makes you look like you’ve got your act together (though that helps), but because it shapes the entire client experience. From establishing trust and setting realistic expectations to identifying any risks or potential red flags, consultations are the compass that guides your journey towards enhancing beauty responsibly.
This blog will explain exactly what an esthetician needs to do before, during, and after a consultation.
Let’s get straight to it!
Why proper consultation prep matters
A cosmetic consultation isn’t just a formality. It’s important for many reasons, such as:
📌Patient assessment: To tailor treatments to the client’s skin type
📌Informed decision-making: To empower clients with treatment information
📌Medical history review: Learn about any previous treatments the client has had
📌Safety precautions: To identify allergies, contraindications, or any potential red flags
📌Expectation management: To set realistic treatment expectations
📌Building trust: To establish rapport and trust with clients
📌Quality assurance: Explaining your high standards of care and safety
Overall, consultations are your moment to shine your brand and set the tone for a client’s entire journey with your clinic.
First impressions build trust
The reality is that clients prefer face-to-face consultations and decide quickly whether they’ll come back.
If the first time interaction feels rushed, disorganized, or salesy, they’ll walk away. But you’ve already won half the battle if it feels professional, calm, and focused on them.
All of it shapes the client experience, including:
- How you speak
- The questions you ask
- How you’ve set up the consultation room
It all matters. Clients who feel seen and heard are likelier to stick around.
Consultations reduce misunderstandings and risks
When clients know what to expect — and what not to expect — they’re less likely to be disappointed or complain later.
Imagine a client who expected zero downtime after having a chemical peel. They returned to work the next day red and peeling, feeling unhappy.
That’s why it’s important to set clear expectations and walk clients through every step before the treatment begins. You want to:
- Explain what the treatment entails
- Be honest about the possible side effects (peeling, reddness, or allergic reactions)
- Provide a consent form that outlines everything, and make sure it’s signed in advance
This way, they’re fully informed, and you’ll be legally covered. If you fail to communicate this clearly with clients, it can lead to serious consequences — a report says that communication failures contributed to patient injury in 43% of cases.
The better you explain, the smoother everything goes later.
What to do before the consultation
Whether you’re prepping for an in-person or a virtual visit, these steps ensure you’re ready to go the second your client arrives.
Send digital consent forms and consent paperwork
The last thing clients want to do when they come into your med spa is fill out forms in the waiting room. That’s why digital consent forms were invented — to save clients’ and healthcare professionals’ time and give them the information they need before the appointment.
With a tool like Pabau, you can automatically send consents, medical histories, treatment goals, and other forms when clients book.
Why it matters:
✨Clients feel like you’re organized and professional
✨You can prep properly (no surprises)
✨It’s way more efficient than printing and scanning
It’s one less thing to worry about on the day of the appointment.
Review client history and goals
Before the consultation, take 5-10 minutes to review their file. If it’s a returning client, look at past treatments, notes, and before/after photos.
If they’re new, go over their form responses and think about how you can tailor your questions.
For example, if a client expects unrealistic results from what they’ve written in the form, the consultation can help you set realistic expectations.
Prep the treatment room and software
When the client enters the treatment room, everything must be spotless and ready. That’s why it helps to have a quick pre-consultation checklist to make sure everything’s in place:
- A clean, sanitized space, and comfortable lighting
- EMR open with the client’s profile pulled up
- Consultation template
- Visual aids at hand, like before-and-after photos or treatment maps
A little preparation like this goes a long way in building trust and making the client feel confident in your care.
Best practices during the consultation
Consultations are also your time to be fully present.
You can even use dictation and AI tools to help you write treatment notes and summaries to fully concentrate on your client instead of taking notes manually. This way, your client would feel cared for and not rushed through the consultation.
Here are some steps to guide your consultation:
Ask open-ended questions to understand concerns
Avoid yes/no questions and really dig into the client’s needs, why they’re here, and what they’re hoping to achieve — their expectations.
Let’s look at some of the essential questions you should include:
- What has prompted you to seek treatment today❓
- Tell me what’s been bothering you or what you’d like to improve❓
- Have you had any previous skin treatment or surgeries, and what was your experience like❓
- Do you have any allergies or skin sensitivities❓
- Are you taking any medications or supplements❓
- Do you have a specific timeframe in mind for achieving your skincare goals❓
If you’re unsure what to ask, grab our free questionnaire template — it covers all the key consultation questions.
Aesthetic interest questionnaire
Template for download
⚠️Important: Listen to your clients patiently and don’t jump in with recommendations too fast. The more a client talks, the more you’ll understand their needs.
Use visuals and treatment planning tools
Visual aids like diagrams, treatment maps, and before-and-after photos can help manage clients’ expectations and explain complex ideas simply.
They also help clients see what’s possible, and highlight treatment progress more easily. Here’s an image example of how that can look:
With a tool like Pabau, you can capture client-specific before-and after photos, zoom in and out and track subtle aesthetic differences.
Confirm client goals and set realistic expectations
Ensure you and the client are on the same page before moving forward.
🎯Clarify what’s achievable in one session
🎯What might take multiple visits
🎯What kind of downtime or aftercare is involved
💡Tip: Reiterate their goals in your own words. “To recap, you’re looking to soften forehead lines before your wedding in two months. Based on that, I recommend…”
What to do after the consultation
The consultation might be over, but your job isn’t. Post-consultation steps help keep clients engaged, informed, and more likely to return.
Here’s what you can do to make clients feel cared for, even after they leave.
Send a personalized follow-up email or message
This could be a quick thank-you, a summary of what you discussed, or answers to any questions they asked. It shows that you care and didn’t just forget about them the second they left.
Choose a system with an automation feature that allows you to forget manual email blasts for routine communications. With this tool, you can set up automation for anything, for example:
📩Appointment reminder emails
📩Welcome emails
📩Pre-care instructions
For example, Pabau offers the option to set up templates and automate every type of client communication.
What’s also great about this is that you can create targeted lists to ensure your messages are sent to the right people at the right time.
Share pre-care or post-care instructions
Whether they’re going ahead with treatment now or later, sending digital pre- and postcare treatment plans is essential.
These can include dos and don’ts, what to expect after treatment, and when to follow up. If someone’s booked in for filler, send an email or text with advice like:
- Pre-care instructions: ‘Avoid alcohol, aspirin, and anti-inflammatory meds like ibuprofen for 24–48 hours beforehand, as they can increase bruising’
- Post-care instructions: ‘Avoid using retinoids or exfoliating products for at least 3–5 days before treatment’
Delivering this information digitally means clients can easily revisit it. Also, sending them this way allows you to automate and customize them per service, as each treatment requires specific pre- and post-care.
Make rebooking easy
Offer clients the opportunity to book the next appointment before they leave — or send them a link to book online at their convenience. The easier you make it, the more likely they’ll commit.
You can add a ‘Book your next appointment’ button with the customer’s ideal date/time pre-filled in your follow-up message.
Common mistakes to avoid during consultations
We’ve all had those days when we’re running behind, juggling clients, and just trying to get through the consult.
But, even with the best intentions, it’s easy to slip up, making clients feel ignored, rushed, and overwhelmed.
These are the common mistakes to watch out for during consults:
⚠️Relying only on verbal communication → Always document what was said and agreed, it protects you and helps with consistency later.
⚠️Not giving the client time to ask the right questions → Don’t rush through your script. Pause and ask, ‘Any questions so far?’ a few times throughout the consultation.
⚠️Skipping over pre-care/post-treatment guidance → Even if it seems obvious, clients may not know the basics. That’s why sending clear written pre- and post-care instructions is key. With Pabau, you can automate and tailor these for each service, so nothing gets missed.
⚠️Overloading clients with info or upsells → Address their top concern first and save other services for a later convo.
By staying mindful of these missteps, you’ll build trust, improve outcomes, and create a more relaxed experience for both you and your client.
Deliver smoother consultations with less admin stress
Consultations aren’t just paperwork and pleasantries.
They’re your chance to really connect with clients, build trust, and set things up right.
That’s why Pabau’s got your back. It’s an all-in-one practice management software that provides everything a med spa needs, prepping for cosmetic consultations too, with features designed to make consultations easier and more efficient, such as:
✅Clients can book a consultation online = fewer phone calls to deal with and flexibility to book 24/7
✅There’s an option to require consultations for new clients
✅Video consultations through Pabau’s video consultation platform
✅Automated appointment reminders through SMS or email so clients don’t forget a consultation, just as with any other appointment
✅Consultation forms for clients to complete before appointments
Ready to elevate your consultations and run your clinic like a pro?
👉 Explore Pabau pricing and see how it can make your day-to-day easier (and your clients even happier).
