August 4, 2025 • 25 mins
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Couture Conversations Podcast
Client Relations: Building Trust Beyond Treatments
Couture Med Spa
www.couturemedspa.com
Building genuine relationships sits at the heart of everything we do at Couture Med Spa. Regional Manager Raquel pulls back the curtain on how these connections transform both the client experience and our business success in this enlightening conversation.
When clients share their insecurities and appearance concerns, they're placing immense trust in our hands. Raquel reveals the thoughtful practices that ensure every person feels valued from their very first phone call. You'll discover why our staff keeps mirrors at the front desk (hint: you really can "hear" a smile through the phone) and the training techniques that help even shy team members forge meaningful connections with clients.
The podcast explores powerful relationship-building strategies that any business can implement. Learn about the simple yet effective practice of documenting personal details about clients to create continuity in relationships, making people feel remembered and valued on return visits. Raquel shares touching stories of long-term clients who've become like family – from those who track down staff members just to say goodbye before moving away to others who remember personal preferences and bring homemade treats as gifts.
Perhaps most revealing is how these relationships flow both ways. "I think clients don't realize they have just as much impact on us as we do on them," Raquel explains. This mutual appreciation creates an authentic environment where both staff and clients genuinely look forward to seeing each other.
Whether you're in the aesthetics industry or any customer-facing business, you'll take away Raquel's powerful guiding principle: "Take care of your team. Your team takes care of your clients. Your clients take care of your business." Discover how prioritizing genuine human connection in an increasingly transaction-focused world creates lasting relationships that benefit everyone involved.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:15):
Hello and welcome to Couture Conversations.
Today I am sitting down withRaquel.
She is our regional managerhere at Couture Med Spa.
Today, on our podcast, we'regoing to be talking about
something that is extremelymeaningful to us at Couture,
something that's kind of at theheart of everything that we do
and that is building meaningfulrelationships with our clients.
(00:36):
So at Couture it's not justabout treatments.
It's about creating connections, building trust and making sure
that every client that walksthrough that door feels valued
and heard and understood andcared for.
Um rocky is going to share herinsight on why it's such a big
focus for us and how it makesall the difference to the
(00:57):
experience that we provide toour clients.
Um, and how she kind of managesthe teams to, you know, build
those relationships with ourclients, with everyone that
walks in the door.
So welcome, rocky, thanks forjoining us.
So, yeah, what you know, whatwould you say is what do you
(01:17):
think that?
Building strong clientrelationships?
Why do you think that that's soimportant in the industry that
we're in, in the med schoolindustry?
Yeah, I think it's veryimportant because a lot of the
industry that we're in in themed school industry.
Speaker 2 (01:26):
Yeah, I think it's very important because a lot of
the clients that you know comein.
They're coming in becausesomething, they have
insecurities, something'sbothering them and nobody wants
to go to a place and be like, bevulnerable and be like, oh,
like, I'm really insecure aboutthese scars and them not feel
welcome and them you know thestaff not be welcoming and treat
them with respect.
So I think that makes thebiggest differences in the way
(01:51):
our team is with our clientele.
We treat them like family.
They know things about us.
We know things about them.
They know when we're gettingmarried, when we're going on
vacation and not to say thatwe're like that with every
client, but it's just creatingthat positive experience because
we they are investing in theirskin, they're investing in us,
(02:12):
they're, they're trusting uswith.
You know their, theirinsecurities, their you know
their problem areas.
They're trusting that.
You know we're going to offerthem these services.
So it's not just about theservice.
You know the actual treatmentsitself um, that make a
difference, because know thatalso plays a big role but also
in the way that they feel whenthey come in.
You know the welcomingenvironment, the positive
(02:34):
attitude, and it starts witheven, just like when they first
call into the phone.
You know, we always tell you,know our girls like smile when
you're talking on the phone.
Believe it or not, it makes aworld of a difference when
you're talking on the phone.
It, believe it or not, makes aworld of a difference on how you
sound on the other end.
Um, and clients can feel thatyou know you want to.
I've called places and they'relike suits, so dry, or like rude
, and they're like hello and I'mjust like you feel like they're
(02:57):
annoyed yeah you're annoyedthat I called you.
So I'm like, okay, maybe.
I'm like, okay, I'll thinkabout it.
Versus, I've called places andthey're like so welcoming and
nice and like, and I'm like, oh,okay, like I'm ready to come in
, like today, um, so I thinkit's important that you know
other.
Our um staff creates that sameenvironment for our clients
coming in, because it does makea big difference are there any?
Speaker 1 (03:20):
I don't know if I say techniques, but are there any
like certain things that youfeel, whether it was you know
now being regional manager orwhen you were in your position
as practice admin at one of ourlocations?
Is there anything personallythat you've implemented, with
like training with your teams,that you feel can be helpful,
kind of guiding our you know,our girls that work there into
(03:42):
how to build those relationshipswith those clients?
You?
Speaker 2 (03:45):
know our girls that work there into how to build
those relationships with thoseclients.
Yeah, I think you know weconstantly do trainings.
You know Ashley Gillen alwayscomes into town and you know we
do like professionalism trainingand phone training and you know
the girls know that like welisten to call caps, you know,
and we use them for trainingpurposes.
You know I'm not here to tellyou like, oh you, you know you
messed this, this, this up, but,um, even the other day I um, uh
(04:10):
, cassidy was telling me she waslike she's like, did you say
something?
Um to this person about callcast?
And I was like, oh, yeah, Ibrought up more her like how we
should smile.
She's like I've never, like shewas so happy on the phone I
thought she was like talking toher mom or something like she
and I was like, oh, like shetook the feedback, because it's
not feedback to make them feelbad or you know, but it's just
(04:31):
like, hey, like you don't notice, like even sometimes, like I'm
in the rush of, like the phonekeeps ringing.
I'm just like Couture Med Spathis is Raquel and I'm like you
know you're so fast you don'trealize how you're coming off to
the client um.
So I think you know just onehaving a good relationship with
your staff as well.
They're you know they're gonnalisten to you and you know how
you approach situations as well,but also, like just constantly
(04:52):
training them um onprofessionalism.
You know, letting them um hearlike we do trainings all the
time, where we're like, oh, here, like, watch this video, like
how does this make you feel?
And they're like, oh, thatmakes me feel uncomfortable and
I'm like, okay, how does thisone make you feel?
And they're like well, thatmakes me feel uncomfortable and
I'm like okay, how does this onemake you feel?
And they're like, oh, thatperson was, you know, nice, like
we just did a training and youknow the girls got to see like
two different videos on, one wasnice and one was not so nice
(05:13):
and I think sometimes seeingthat it really puts them into
perspective for them.
So I think that's one of thegreat things that like Couture
offers, like like is that we'reconstantly doing trainings.
We're constantly doing um teambuildings.
We're constantly like not justkeeping up with everything in
the aesthetics world, but alsoclean up with customer service
as well yeah, I think one thingthat I loved um in our okoye
(05:35):
location.
Speaker 1 (05:35):
I think a lot of the other locations do it too I've
seen um, but we in like um, solike when we're charting, we
used to give like a goal to allof our girls to find out one fun
fact about a client that theybrought back that day.
So it was cool to just kind ofsee the girls especially some of
the ones who are a little bitmore shy, um, to kind of open up
and talk to clients and thenyou know they put that little
(05:58):
fun fact in there.
So then the next time that thatclient came in, um, you know
they would remember or ask like,hey, so and so went on vacation
for this ask, you know.
Then they'd ask how it was andfollow up um.
So I do think, yeah, littlelittle things like that really
make it easy for maybe some ofthe girls who are not, as you
know, not as out there or not asvulnerable yet for talking to
(06:20):
clients, just having thoselittle tools for them to be.
Was it you that was talkingabout the um?
Speaker 2 (06:30):
putting the mirror in front of.
Yeah, so when I I never heardthat before, when I was the,
when I first started, I could goto the client coordinator.
Um, they used to say, like,keep a mirror at the front desk,
um, so that when you answer thephone and you like you can
smile because like somethinglike you, then you look at
yourself and do it especially melike I have rbf, so that I'm
like looking like smiling on thephone, because it does.
It does make a difference, youknow, even if, like, like, the
(06:51):
person's not standing in frontof you, you know it's just a
phone call, but they, you canhear the change of tone.
Um, so, yeah, that was, yeah,something.
Um, and, as told, it goes inthere, like if you ever struggle
with the, just because you'reat the protest.
I promise you look at yourselfand you're like, oh, I look mean
.
So you're like finally.
Speaker 1 (07:06):
That is so smart because you can I mean, you can
hear a smile through the phoneand you can also hear a nothing
there.
So, yeah, when you said thatthe other day, I was like I've
never heard of that.
But I think that's a really,really cute idea and, honestly,
I'm probably going to see myselfin the mirror and it's going to
make me laugh a little, so yeah, so how, how important is
(07:28):
listening when it comes tomanaging client relations.
Speaker 2 (07:35):
Oh, listening is everything, you know.
That's one of, like, the firstthings I learned when I first
became a manager was like atleast like listen, emphasize,
apologize, solve and then talkor something I forget what to
say, sorry, but um, listen isfirst, because when you have a,
usually by the time they get tome, the client's either like
it's usually they're reallyangry, like something like it's
(07:56):
escalated to the point you know.
So nobody wants to be like cutoff and like they're more likely
to listen to you if you listento them.
So like sometimes and sometimesthe problem is like it's not
really a problem, the clientjust wants to vent or, like you
know, something's reallyfrustrating, so like that's one
of the first things that you'relike, you're taught like is like
(08:16):
you just listen to them, youtell me how I can help you, and
they go on and on and theyramble and you get and then, but
you also get a lot of detailsfrom that.
So then you kind of know how tolike guide the situation, you
know how to um solve theirproblem and 99 of the time they
leave, they leave happy.
Because I was like I'm like,even for personal experience,
(08:37):
there's times where I've calledlike um, you know, like my phone
carrier, and I'm like why is mybill higher?
And they're just like cuttingme off and I'm just like, no,
but you're not likeunderstanding.
I'm like well, she would havelet me listen, tell you like all
the details.
I think it's really importantto listen to the client.
Um, I don't believe that theclient's always right, but I do
believe that everybody deservesa chance to give their their
(08:58):
side.
Um, because I'm not, my staff'snot perfect either.
You know there could have beenmiscommunication, things like
that.
So it's just important tolisten.
So you have the whole story andmost likely they're gonna.
You'll end up leaving happybecause you listen to what they
have to say yeah, honestly,that's, I feel, like 95 percent
of the time.
Speaker 1 (09:19):
The person just wants to they just want to be heard
they want to get their pointacross.
They want you to knoweverything that they want to
tell you and, yeah, just youallowing yourself to listen to
them is going to solve so manyof those problems.
Speaker 2 (09:32):
And that goes with everything in life.
I mean, even with you know, myteam, even you know, at home,
sometimes my daughter's justrambling on and on and I'm just
like it's really not that big ofan issue, but she just wants to
ramble and she wants to tell meeverything.
And I'm like the same thing,you know, with my team.
Sometimes they, you know, theytell me stuff and I'm just like,
okay, I was like this is aneasy fix, but to them it's a big
(09:52):
deal, so they want to get itout, and that's okay, like
that's why, that's why we'rehere for it and that's why
listening is so important um soyou just get all the all your
facts and let it out.
Speaker 1 (10:03):
So how do you keep your team aligned with your
vision for caring for ourclients?
Speaker 2 (10:09):
yeah, I think it all, like you know I had said before
, it was a leading by example.
You know um I, you know mymanagers, like you know they
usually, and usually they areable to handle the situation
before it even gets to me.
And there's always some timesit was like, but they, they know
how I would handle it.
(10:29):
You know I, you know we treatclients with respect.
You know we, you know we offerthe best customer service that
we can.
I was like there are someclients where, unfortunately,
like there's nothing that'sgoing to make them happy and at
that point, like my staff knowsthat like and this comes from
not just me, but even from, like, our CEOs like we believe that
sometimes clients are just not agood fit, like you know, you
(10:50):
know with couture.
So they know that it's okay tosometimes, you know, let a
client know like, unfortunately,like there's just not something
that I can.
I don't think we're ever gonnasee eye to eye or be on the same
page.
I just think it's just not agood fit for them.
And then you part ways amicablyand that's okay.
You know, in every part of life, like, not everybody's going to
(11:11):
be a perfect fit.
So I think, showing the teamthat as well makes them feel
valued and respected in theirown way, because nobody wants to
come to work and get yelled atall the time and, you know,
screamed out by clients and eventhough you know some friends
like we, understand theirfrustrations, we also want to
make sure the team's happy aswell.
(11:32):
So I I think it's a combinationof, you know, not only training
the staff but showing them thatthey also have support behind
everything as well.
Speaker 1 (11:39):
Yeah, and that kind of goes into what I was going to
talk to you about next or whatI was going to ask about next.
Like I feel like we do a reallygood job at Couture with how do
you feel like motivating yourstaff and connecting with your
staff and the things that we do,so like we do different, like
contests or differentcompetitions or different things
where like kind of gets ourstaff motivated, excited?
(12:02):
How do you feel like thattransfers from what we do with
our staff to then how they treatour clients and how they see
our clients?
Speaker 2 (12:09):
that flow.
I think, when your staff ishappy to come into work, when
they feel valued, when they feellike they're not just a number,
like they're excited to treattheir clients the same way, you
know, hey, like we're doingcontests, you know we're giving
away prizes, they feel likethey're they're they're you know
they have a purpose here, likethey're you know they're doing
(12:29):
something and they're beingrewarded for that, and that just
overall just makes the personjust have a better day, which
then leads to them treating ourclients you know correctly.
You know, um, I always toldthem like if you're not having a
good day, maybe you don't wantto be at their front desk, like
maybe you need to do somethingelse during the day to keep your
mind busy.
(12:50):
Because you're, maybe you'renot going to be the happiest
when people come in and like andthey know that.
Speaker 1 (12:54):
You know which is fair.
Speaker 2 (12:55):
Um, not everybody's not always expected to be
perfect, but I think, definitely, keeping that good work culture
and then being excited to comein every day, um, that's one of
the things that, like I, valuemost about stores.
Like when I used to work, likein retail, like these are like
big corporations that I've neverseen the ceo in my life, I
(13:17):
don't even know where he is,that I don't even know his name.
Um, and you're just a number.
You know they're there andthey're like oh, why did you
guys take goal or whatever?
And they send you an email andyou move on.
You know couture.
Like you know, our ceos are veryinvolved.
We see them all the time.
Um, our managers are veryinvolved, so it's it.
It all trickles down from thetop all the way down to our
client care coordinators and ourclients, for them to see that
and see that they're not just anumber, that they're valued,
(13:40):
because when they're happy,everybody's happy and the
clients are treated well and theclients see that.
You know, when we have peoplewho are like happy, and then a
client comes in and they're like, oh, are you having a rough day
today?
And like they noticed, you knowthey, oh, are you having a
rough day today and like theynoticed.
You know they notice whenyou're not having a good day and
they notice when you're reallyhappy and having a great day.
So I think it's reallyimportant, especially because we
(14:01):
see clients so often.
Speaker 1 (14:03):
Like they know us.
Speaker 2 (14:04):
Also, like we have clients who come in and they're
like I've had such a long week,they look forward to coming to
couture.
They're like, oh, I've beenlike the other day, um, I think
it was in lake mary.
I climbed through my facial andshe was like telling, um,
that's the tissue.
She's like, oh, I've beenwaiting all week to tell you
like the story.
And I was like she's like I'vehad such a long week, like I've
(14:26):
been waiting all week for myfacial just so I can talk to you
.
Like they look forward to that,which is like to me is like a
great feeling, like, okay, thesepeople like not only want to
come here for the services, butthey come here for us because
they enjoy the experience hereand they enjoy like that
connection that they have withthe staff as well yeah, I think
we do a really good job ofcreating that comfortable and
(14:46):
welcoming environment.
Speaker 1 (14:48):
Um, I know we've talked about before just how
many long-term clients thatwe've had, and I think that that
speaks volumes, for I'vewatched people become
grandparents and now their kid,their grandkid, is turning four
and just to see you know thatthey keep coming back because we
have built those those strongrelationships with them.
(15:10):
Um, I think another thing, um,and I'll kind of let you touch
point on some different thingsthat we do, but things that we
do not so much even just likethe clients coming in, but, um,
how we kind of let you touchpoint on some different things
that we do, but things that wedo not so much even just like
the clients coming in, but howwe kind of connect with our
clients with different things weoffer, like perfect events that
we do once a year.
They get to come hang out withus.
So what are some things thatyou would say Couture does that
you feel like clients really,really appreciate that they get
(15:31):
to come and kind of be a part ofit.
Besides, you know, just takingadvantage of the services that
we do yeah, I think our events,like you said, are big.
Speaker 2 (15:38):
So we do like every location does like one big event
a year which is like a bigparty, um, and we have clients
who like, and you know we offerspecials on different services,
but a lot of them, you know,will stay all night, you know
it's a night-long event and theyjust, you know, they enjoy the
music, the food.
Um, we also do like othersmaller events throughout the
year before we all will offerthem lunch or um, you know, um,
(16:02):
like snacks and drinks, like asthey're coming in for those
specials and services.
Um, so the clients appreciatethat you know they're like, oh,
not like it's a special day youknow, not only am I coming in
for treatment, I'm getting agood deal, but I'm also like I
get a snack in between, or likefood goes a long way.
Speaker 1 (16:18):
Okay, oh, they walk in and they see the food all set
up and they're set.
Speaker 2 (16:22):
We do.
We do giveaways, you know, allthe time, for skincare and
products and and the clientsvalue that because you know they
come in, they're spending theirmoney and you know.
And then they win somethinglike oh, oh, I won a raffle
basket.
They're like, oh, like, this isnice, you know?
Um, it's not like playing lotto.
And then you never win anythinglike you know, we like to give
(16:44):
back to our clients, we like tomake them.
You know.
We know that they're investingmoney in themselves and um
believing in what we do, so it'simportant for us to give back
um.
So I think doing you know allthese um little events and just
keeping up with them um reallyplays a big role for them do you
(17:05):
feel like so?
Speaker 1 (17:06):
I know you've been.
You know you were at a coupledifferent locations in different
positions and now, beingregional manager, you kind of go
in all the locations, um, howis it for you going into other
locations and maybe, um, seeingclients that you did have, that
you know bond with at thatlocation, and then you go back
there and they're still comingthere and you get to catch up
with them.
Like, what kind of experienceis that for you not getting to
(17:28):
see those day-to-day clients allthe time?
Speaker 2 (17:29):
now we're getting to catch up with them yeah, I
always get so excited and theyalways they're like.
They're like where have youbeen?
I'm like I've been.
I've been here this whole time.
I just go to all locations nowso I was like, I was like I was
just here last week, so youprobably weren't here.
When I was here, um, I had aclient who, um, this was when I
first started in Aledo, um, andshe was after I became the
(17:51):
general manager.
I still saw her in Aledo fromtime to time and she moved um
out of state and she called allthe spas to figure out where I
was on that day because shewanted to say goodbye and so
sweet for, like, if I ever seeher anywhere, like, I just love
(18:12):
that lady so much, like um, butI'm like, I'm like who like?
I'm like how crazy is that wemay touch an impact?
Somebody would like, is likewilling to drive like out of
their way to figure out where Iam, just to say goodbye because
she was leaving.
So it's just I, I always lovehaving those um experiences with
clients.
I love getting to meet all theclients, um my favorites.
(18:33):
When I go to a location.
They're like are you new?
I'm like no, I love when I geta location, they're like are you
new?
And I'm like, no, I love when Iget asked that question.
Speaker 1 (18:38):
They're like who's your?
New girlfriend I'm like oh,she's our regional manager.
And they're like oh, I'm notnew.
Speaker 2 (18:45):
Yeah, I'm like.
You guys are probably haven'tseen me when I've been around,
but I get that ask all the timeand then asking I know for the
other, like I've seen you a fewtimes.
I checked you in.
She said you know, I didn'tthink you'd know my name and I
was like I well, I do so andthat makes them feel special
(19:05):
like you, just something simpleas knowing their like name.
Before they even check in,they're like oh, you remembered
me, like you didn't just checkme in, put me down as another
client, you know, yeah, um, butyeah, it's definitely fun to go
to get to see, especially when Igo back to like ovito and
mcmurray, which is where I spentmost of my um time, and like
ovito has like my og clientsince I first started, um, and
(19:27):
you know there's clients that umin.
Uh, there's one client, um,sweet lily.
She's always bringing mangoesand I saw her the other day and
she was like, oh my gosh, Ididn't know you were here, I
didn't bring mangoes and I waslike I was like it's okay, she's
like I know, but I remember howmuch you used to love them.
I'm like, I'm like I can'tbelieve you remember that.
(19:49):
You know I haven't seen you ina while.
She was like let me know.
She was like let me know, here,text me next time you're here,
I'm gonna bring you mangoes.
So it's just so sweet to likejust see all the clients and
create all those connectionswith all the locations.
That's probably like myfavorite part of like being a
regional is like getting to goto all locations and meeting all
the staff and all the um, allthe teams and all the different
(20:10):
clients yeah, I think one thingthat clients maybe don't realize
is that they have an impact onus as well.
Speaker 1 (20:21):
So we obviously yes, we try and have an impact on
them, make them feel verywelcome, make them feel very
comfortable, but our clients dothe same for us.
There's so many clients that welook at the schedule and I get
excited that they're on myschedule.
I get so excited that I get tosee them that day, um, and I
want to hear their stories too,and I, I think it's really cool
(20:42):
that you know, I think a lot ofthem don't realize they have
just as much of an impact on us,um, as hopefully we do on them,
um, but I, I know, just fromknow, we get so many compliments
on not having to ask a namewhen they check in, because they
(21:02):
know who they are.
Or, as soon as they walk in,we're like, oh, how's so-and-so
doing, or whatever it may be.
I know that all of our teamsare doing that.
And it's not forced, it's.
We genuinely have an amazinggroup of clients at all of our
locations.
That I think it just makes iteffortless um, which is which is
(21:23):
really cool to see absolutelyyes yeah.
So if there's any advice thatyou could give I don't know if
it doesn't even have to beanother med spot, but any other,
you know any other business outthere like, what advice would
you give, as far as you know,uplifting your team and
educating them on on howimportant it is to build those
(21:46):
relationships with clients tomake your business?
Speaker 2 (21:49):
last, yeah, I think culture is among your teams is
what's going to really like leadyou to the next level.
Like I said, I was like we.
You know we see our CEOs allthe time and I know that some
businesses are just so big.
You know that that can't alwayshappen, but it's just investing
the time to be there and bepresent.
(22:10):
Um, like I think it's reallyimportant that, like I make it
out to like all locations atleast once a week, so like like
I don't want you to feel like Iforgot about you or I spent all
my time in one location or notthe other, because that matters
to them.
You know they want to feel likeokay, like hey, they're coming
in, they're proud of us, they're, you know, seeing, and we want
(22:30):
to build that positive cultureas well, with, like, different
contests and different, you knowactivities and, um, you know,
rewarding the team.
I think your team works so muchharder and they, when they feel
valued, you know they want tocome into work and they, they
want to do a good job.
You know other places whereI've worked like you don't feel
(22:52):
that way and you're just likeI'm, like I really sit in my car
and I'm like I'm like, okay, Ihave five minutes to go in.
I'm like I really sit in my carand I'm like I'm like, okay, I
have five minutes to go in.
I'm like walking like on thedot, like here I'm like it's
like 6 am and I'm like, oh, I'mhere, like I'm ready yeah I'm
like, it's like, it's likefamily.
Um, you know, we have thatrelationship with the clients
and the team has thatrelationship.
They always say you know, likeyour co-workers or your
(23:13):
co-workers are supposed to getalong, you're supposed to be
friends, but a lot of girls arefriends like you.
I see these girls more than Isee my family sometimes.
You know we spend 40 hours aweek together.
You know, you, creating that,that positive um, those positive
relationships, is reallyimportant.
So that would be like.
My biggest piece of advice islike, if you're starting a
business or you already have abusiness, like that's really
(23:35):
making money and, you know,growing and all that stuff is
not as important as creatingthat culture, because you want
that positive, because yourclients are going to see that
too.
You know they, they see, youknow when your staff is unhappy
or when they're happy, yeah, um.
So I think that's my biggestthing is that, which is why I
love couture is the positiveculture, um, and all the great
(23:56):
things that we offer, not onlyto our clients but to our team
as well yeah, you take care ofyour team.
Speaker 1 (24:00):
Your team's going to take care of your clients.
Your clients are going to takecare of your business.
So, absolutely, it definitelyplays a big impact.
Well, thank you, rocky, for allof your, your insight and your
words of wisdom, and definitelywhat you're doing with the teams
definitely shows, and I thinkit makes, a huge impact on our
clients, on the business itselfand, um, yeah, it's good, the
(24:24):
positivity is there and ourclients can tell.
So thank you for having me.
You're very welcome thanks forjoining us.
So if you enjoyed today'sepisode, please don't forget to
like and subscribe.
If you want to share withfamily and friends, um, but also
if you want to experience youknow what couture is, and come
be a part of our, our family,and come join us.
(24:45):
You can go to um any of ourconformance locations.
We do free consultations.
Come and see what it's about um.
You can visit us atcouturemedspotcom.
You can also find us on all ofour social media, so youtube,
instagram, tiktok, facebook, allthe things, all of it.
We're out there, um.
So yeah, stay, stay tuned, andwe look forward to seeing you
(25:05):
next time.
Hello and welcome to Couture Conversations.
Today I am sitting down withRaquel.
She is our regional managerhere at Couture Med Spa.
Today, on our podcast, we'regoing to be talking about
something that is extremelymeaningful to us at Couture,
something that's kind of at theheart of everything that we do
and that is building meaningfulrelationships with our clients.
(00:36):
So at Couture it's not justabout treatments.
It's about creating connections, building trust and making sure
that every client that walksthrough that door feels valued
and heard and understood andcared for.
Um rocky is going to share herinsight on why it's such a big
focus for us and how it makesall the difference to the
(00:57):
experience that we provide toour clients.
Um, and how she kind of managesthe teams to, you know, build
those relationships with ourclients, with everyone that
walks in the door.
So welcome, rocky, thanks forjoining us.
So, yeah, what you know, whatwould you say is what do you
(01:17):
think that?
Building strong clientrelationships?
Why do you think that that's soimportant in the industry that
we're in, in the med schoolindustry?
Yeah, I think it's veryimportant because a lot of the
industry that we're in in themed school industry.
Speaker 2 (01:26):
Yeah, I think it's very important because a lot of
the clients that you know comein.
They're coming in becausesomething, they have
insecurities, something'sbothering them and nobody wants
to go to a place and be like, bevulnerable and be like, oh,
like, I'm really insecure aboutthese scars and them not feel
welcome and them you know thestaff not be welcoming and treat
them with respect.
So I think that makes thebiggest differences in the way
(01:51):
our team is with our clientele.
We treat them like family.
They know things about us.
We know things about them.
They know when we're gettingmarried, when we're going on
vacation and not to say thatwe're like that with every
client, but it's just creatingthat positive experience because
we they are investing in theirskin, they're investing in us,
(02:12):
they're, they're trusting uswith.
You know their, theirinsecurities, their you know
their problem areas.
They're trusting that.
You know we're going to offerthem these services.
So it's not just about theservice.
You know the actual treatmentsitself um, that make a
difference, because know thatalso plays a big role but also
in the way that they feel whenthey come in.
You know the welcomingenvironment, the positive
(02:34):
attitude, and it starts witheven, just like when they first
call into the phone.
You know, we always tell you,know our girls like smile when
you're talking on the phone.
Believe it or not, it makes aworld of a difference when
you're talking on the phone.
It, believe it or not, makes aworld of a difference on how you
sound on the other end.
Um, and clients can feel thatyou know you want to.
I've called places and they'relike suits, so dry, or like rude
, and they're like hello and I'mjust like you feel like they're
(02:57):
annoyed yeah you're annoyedthat I called you.
So I'm like, okay, maybe.
I'm like, okay, I'll thinkabout it.
Versus, I've called places andthey're like so welcoming and
nice and like, and I'm like, oh,okay, like I'm ready to come in
, like today, um, so I thinkit's important that you know
other.
Our um staff creates that sameenvironment for our clients
coming in, because it does makea big difference are there any?
Speaker 1 (03:20):
I don't know if I say techniques, but are there any
like certain things that youfeel, whether it was you know
now being regional manager orwhen you were in your position
as practice admin at one of ourlocations?
Is there anything personallythat you've implemented, with
like training with your teams,that you feel can be helpful,
kind of guiding our you know,our girls that work there into
(03:42):
how to build those relationshipswith those clients?
You?
Speaker 2 (03:45):
know our girls that work there into how to build
those relationships with thoseclients.
Yeah, I think you know weconstantly do trainings.
You know Ashley Gillen alwayscomes into town and you know we
do like professionalism trainingand phone training and you know
the girls know that like welisten to call caps, you know,
and we use them for trainingpurposes.
You know I'm not here to tellyou like, oh you, you know you
messed this, this, this up, but,um, even the other day I um, uh
(04:10):
, cassidy was telling me she waslike she's like, did you say
something?
Um to this person about callcast?
And I was like, oh, yeah, Ibrought up more her like how we
should smile.
She's like I've never, like shewas so happy on the phone I
thought she was like talking toher mom or something like she
and I was like, oh, like shetook the feedback, because it's
not feedback to make them feelbad or you know, but it's just
(04:31):
like, hey, like you don't notice, like even sometimes, like I'm
in the rush of, like the phonekeeps ringing.
I'm just like Couture Med Spathis is Raquel and I'm like you
know you're so fast you don'trealize how you're coming off to
the client um.
So I think you know just onehaving a good relationship with
your staff as well.
They're you know they're gonnalisten to you and you know how
you approach situations as well,but also, like just constantly
(04:52):
training them um onprofessionalism.
You know, letting them um hearlike we do trainings all the
time, where we're like, oh, here, like, watch this video, like
how does this make you feel?
And they're like, oh, thatmakes me feel uncomfortable and
I'm like, okay, how does thisone make you feel?
And they're like well, thatmakes me feel uncomfortable and
I'm like okay, how does this onemake you feel?
And they're like, oh, thatperson was, you know, nice, like
we just did a training and youknow the girls got to see like
two different videos on, one wasnice and one was not so nice
(05:13):
and I think sometimes seeingthat it really puts them into
perspective for them.
So I think that's one of thegreat things that like Couture
offers, like like is that we'reconstantly doing trainings.
We're constantly doing um teambuildings.
We're constantly like not justkeeping up with everything in
the aesthetics world, but alsoclean up with customer service
as well yeah, I think one thingthat I loved um in our okoye
(05:35):
location.
Speaker 1 (05:35):
I think a lot of the other locations do it too I've
seen um, but we in like um, solike when we're charting, we
used to give like a goal to allof our girls to find out one fun
fact about a client that theybrought back that day.
So it was cool to just kind ofsee the girls especially some of
the ones who are a little bitmore shy, um, to kind of open up
and talk to clients and thenyou know they put that little
(05:58):
fun fact in there.
So then the next time that thatclient came in, um, you know
they would remember or ask like,hey, so and so went on vacation
for this ask, you know.
Then they'd ask how it was andfollow up um.
So I do think, yeah, littlelittle things like that really
make it easy for maybe some ofthe girls who are not, as you
know, not as out there or not asvulnerable yet for talking to
(06:20):
clients, just having thoselittle tools for them to be.
Was it you that was talkingabout the um?
Speaker 2 (06:30):
putting the mirror in front of.
Yeah, so when I I never heardthat before, when I was the,
when I first started, I could goto the client coordinator.
Um, they used to say, like,keep a mirror at the front desk,
um, so that when you answer thephone and you like you can
smile because like somethinglike you, then you look at
yourself and do it especially melike I have rbf, so that I'm
like looking like smiling on thephone, because it does.
It does make a difference, youknow, even if, like, like, the
(06:51):
person's not standing in frontof you, you know it's just a
phone call, but they, you canhear the change of tone.
Um, so, yeah, that was, yeah,something.
Um, and, as told, it goes inthere, like if you ever struggle
with the, just because you'reat the protest.
I promise you look at yourselfand you're like, oh, I look mean
.
So you're like finally.
Speaker 1 (07:06):
That is so smart because you can I mean, you can
hear a smile through the phoneand you can also hear a nothing
there.
So, yeah, when you said thatthe other day, I was like I've
never heard of that.
But I think that's a really,really cute idea and, honestly,
I'm probably going to see myselfin the mirror and it's going to
make me laugh a little, so yeah, so how, how important is
(07:28):
listening when it comes tomanaging client relations.
Speaker 2 (07:35):
Oh, listening is everything, you know.
That's one of, like, the firstthings I learned when I first
became a manager was like atleast like listen, emphasize,
apologize, solve and then talkor something I forget what to
say, sorry, but um, listen isfirst, because when you have a,
usually by the time they get tome, the client's either like
it's usually they're reallyangry, like something like it's
(07:56):
escalated to the point you know.
So nobody wants to be like cutoff and like they're more likely
to listen to you if you listento them.
So like sometimes and sometimesthe problem is like it's not
really a problem, the clientjust wants to vent or, like you
know, something's reallyfrustrating, so like that's one
of the first things that you'relike, you're taught like is like
(08:16):
you just listen to them, youtell me how I can help you, and
they go on and on and theyramble and you get and then, but
you also get a lot of detailsfrom that.
So then you kind of know how tolike guide the situation, you
know how to um solve theirproblem and 99 of the time they
leave, they leave happy.
Because I was like I'm like,even for personal experience,
(08:37):
there's times where I've calledlike um, you know, like my phone
carrier, and I'm like why is mybill higher?
And they're just like cuttingme off and I'm just like, no,
but you're not likeunderstanding.
I'm like well, she would havelet me listen, tell you like all
the details.
I think it's really importantto listen to the client.
Um, I don't believe that theclient's always right, but I do
believe that everybody deservesa chance to give their their
(08:58):
side.
Um, because I'm not, my staff'snot perfect either.
You know there could have beenmiscommunication, things like
that.
So it's just important tolisten.
So you have the whole story andmost likely they're gonna.
You'll end up leaving happybecause you listen to what they
have to say yeah, honestly,that's, I feel, like 95 percent
of the time.
Speaker 1 (09:19):
The person just wants to they just want to be heard
they want to get their pointacross.
They want you to knoweverything that they want to
tell you and, yeah, just youallowing yourself to listen to
them is going to solve so manyof those problems.
Speaker 2 (09:32):
And that goes with everything in life.
I mean, even with you know, myteam, even you know, at home,
sometimes my daughter's justrambling on and on and I'm just
like it's really not that big ofan issue, but she just wants to
ramble and she wants to tell meeverything.
And I'm like the same thing,you know, with my team.
Sometimes they, you know, theytell me stuff and I'm just like,
okay, I was like this is aneasy fix, but to them it's a big
(09:52):
deal, so they want to get itout, and that's okay, like
that's why, that's why we'rehere for it and that's why
listening is so important um soyou just get all the all your
facts and let it out.
Speaker 1 (10:03):
So how do you keep your team aligned with your
vision for caring for ourclients?
Speaker 2 (10:09):
yeah, I think it all, like you know I had said before
, it was a leading by example.
You know um I, you know mymanagers, like you know they
usually, and usually they areable to handle the situation
before it even gets to me.
And there's always some timesit was like, but they, they know
how I would handle it.
(10:29):
You know I, you know we treatclients with respect.
You know we, you know we offerthe best customer service that
we can.
I was like there are someclients where, unfortunately,
like there's nothing that'sgoing to make them happy and at
that point, like my staff knowsthat like and this comes from
not just me, but even from, like, our CEOs like we believe that
sometimes clients are just not agood fit, like you know, you
(10:50):
know with couture.
So they know that it's okay tosometimes, you know, let a
client know like, unfortunately,like there's just not something
that I can.
I don't think we're ever gonnasee eye to eye or be on the same
page.
I just think it's just not agood fit for them.
And then you part ways amicablyand that's okay.
You know, in every part of life, like, not everybody's going to
(11:11):
be a perfect fit.
So I think, showing the teamthat as well makes them feel
valued and respected in theirown way, because nobody wants to
come to work and get yelled atall the time and, you know,
screamed out by clients and eventhough you know some friends
like we, understand theirfrustrations, we also want to
make sure the team's happy aswell.
(11:32):
So I I think it's a combinationof, you know, not only training
the staff but showing them thatthey also have support behind
everything as well.
Speaker 1 (11:39):
Yeah, and that kind of goes into what I was going to
talk to you about next or whatI was going to ask about next.
Like I feel like we do a reallygood job at Couture with how do
you feel like motivating yourstaff and connecting with your
staff and the things that we do,so like we do different, like
contests or differentcompetitions or different things
where like kind of gets ourstaff motivated, excited?
(12:02):
How do you feel like thattransfers from what we do with
our staff to then how they treatour clients and how they see
our clients?
Speaker 2 (12:09):
that flow.
I think, when your staff ishappy to come into work, when
they feel valued, when they feellike they're not just a number,
like they're excited to treattheir clients the same way, you
know, hey, like we're doingcontests, you know we're giving
away prizes, they feel likethey're they're they're you know
they have a purpose here, likethey're you know they're doing
(12:29):
something and they're beingrewarded for that, and that just
overall just makes the personjust have a better day, which
then leads to them treating ourclients you know correctly.
You know, um, I always toldthem like if you're not having a
good day, maybe you don't wantto be at their front desk, like
maybe you need to do somethingelse during the day to keep your
mind busy.
(12:50):
Because you're, maybe you'renot going to be the happiest
when people come in and like andthey know that.
Speaker 1 (12:54):
You know which is fair.
Speaker 2 (12:55):
Um, not everybody's not always expected to be
perfect, but I think, definitely, keeping that good work culture
and then being excited to comein every day, um, that's one of
the things that, like I, valuemost about stores.
Like when I used to work, likein retail, like these are like
big corporations that I've neverseen the ceo in my life, I
(13:17):
don't even know where he is,that I don't even know his name.
Um, and you're just a number.
You know they're there andthey're like oh, why did you
guys take goal or whatever?
And they send you an email andyou move on.
You know couture.
Like you know, our ceos are veryinvolved.
We see them all the time.
Um, our managers are veryinvolved, so it's it.
It all trickles down from thetop all the way down to our
client care coordinators and ourclients, for them to see that
and see that they're not just anumber, that they're valued,
(13:40):
because when they're happy,everybody's happy and the
clients are treated well and theclients see that.
You know, when we have peoplewho are like happy, and then a
client comes in and they're like, oh, are you having a rough day
today?
And like they noticed, you knowthey, oh, are you having a
rough day today and like theynoticed.
You know they notice whenyou're not having a good day and
they notice when you're reallyhappy and having a great day.
So I think it's reallyimportant, especially because we
(14:01):
see clients so often.
Speaker 1 (14:03):
Like they know us.
Speaker 2 (14:04):
Also, like we have clients who come in and they're
like I've had such a long week,they look forward to coming to
couture.
They're like, oh, I've beenlike the other day, um, I think
it was in lake mary.
I climbed through my facial andshe was like telling, um,
that's the tissue.
She's like, oh, I've beenwaiting all week to tell you
like the story.
And I was like she's like I'vehad such a long week, like I've
(14:26):
been waiting all week for myfacial just so I can talk to you
.
Like they look forward to that,which is like to me is like a
great feeling, like, okay, thesepeople like not only want to
come here for the services, butthey come here for us because
they enjoy the experience hereand they enjoy like that
connection that they have withthe staff as well yeah, I think
we do a really good job ofcreating that comfortable and
(14:46):
welcoming environment.
Speaker 1 (14:48):
Um, I know we've talked about before just how
many long-term clients thatwe've had, and I think that that
speaks volumes, for I'vewatched people become
grandparents and now their kid,their grandkid, is turning four
and just to see you know thatthey keep coming back because we
have built those those strongrelationships with them.
(15:10):
Um, I think another thing, um,and I'll kind of let you touch
point on some different thingsthat we do, but things that we
do not so much even just likethe clients coming in, but, um,
how we kind of let you touchpoint on some different things
that we do, but things that wedo not so much even just like
the clients coming in, but howwe kind of connect with our
clients with different things weoffer, like perfect events that
we do once a year.
They get to come hang out withus.
So what are some things thatyou would say Couture does that
you feel like clients really,really appreciate that they get
(15:31):
to come and kind of be a part ofit.
Besides, you know, just takingadvantage of the services that
we do yeah, I think our events,like you said, are big.
Speaker 2 (15:38):
So we do like every location does like one big event
a year which is like a bigparty, um, and we have clients
who like, and you know we offerspecials on different services,
but a lot of them, you know,will stay all night, you know
it's a night-long event and theyjust, you know, they enjoy the
music, the food.
Um, we also do like othersmaller events throughout the
year before we all will offerthem lunch or um, you know, um,
(16:02):
like snacks and drinks, like asthey're coming in for those
specials and services.
Um, so the clients appreciatethat you know they're like, oh,
not like it's a special day youknow, not only am I coming in
for treatment, I'm getting agood deal, but I'm also like I
get a snack in between, or likefood goes a long way.
Speaker 1 (16:18):
Okay, oh, they walk in and they see the food all set
up and they're set.
Speaker 2 (16:22):
We do.
We do giveaways, you know, allthe time, for skincare and
products and and the clientsvalue that because you know they
come in, they're spending theirmoney and you know.
And then they win somethinglike oh, oh, I won a raffle
basket.
They're like, oh, like, this isnice, you know?
Um, it's not like playing lotto.
And then you never win anythinglike you know, we like to give
(16:44):
back to our clients, we like tomake them.
You know.
We know that they're investingmoney in themselves and um
believing in what we do, so it'simportant for us to give back
um.
So I think doing you know allthese um little events and just
keeping up with them um reallyplays a big role for them do you
(17:05):
feel like so?
Speaker 1 (17:06):
I know you've been.
You know you were at a coupledifferent locations in different
positions and now, beingregional manager, you kind of go
in all the locations, um, howis it for you going into other
locations and maybe, um, seeingclients that you did have, that
you know bond with at thatlocation, and then you go back
there and they're still comingthere and you get to catch up
with them.
Like, what kind of experienceis that for you not getting to
(17:28):
see those day-to-day clients allthe time?
Speaker 2 (17:29):
now we're getting to catch up with them yeah, I
always get so excited and theyalways they're like.
They're like where have youbeen?
I'm like I've been.
I've been here this whole time.
I just go to all locations nowso I was like, I was like I was
just here last week, so youprobably weren't here.
When I was here, um, I had aclient who, um, this was when I
first started in Aledo, um, andshe was after I became the
(17:51):
general manager.
I still saw her in Aledo fromtime to time and she moved um
out of state and she called allthe spas to figure out where I
was on that day because shewanted to say goodbye and so
sweet for, like, if I ever seeher anywhere, like, I just love
(18:12):
that lady so much, like um, butI'm like, I'm like who like?
I'm like how crazy is that wemay touch an impact?
Somebody would like, is likewilling to drive like out of
their way to figure out where Iam, just to say goodbye because
she was leaving.
So it's just I, I always lovehaving those um experiences with
clients.
I love getting to meet all theclients, um my favorites.
(18:33):
When I go to a location.
They're like are you new?
I'm like no, I love when I geta location, they're like are you
new?
And I'm like, no, I love when Iget asked that question.
Speaker 1 (18:38):
They're like who's your?
New girlfriend I'm like oh,she's our regional manager.
And they're like oh, I'm notnew.
Speaker 2 (18:45):
Yeah, I'm like.
You guys are probably haven'tseen me when I've been around,
but I get that ask all the timeand then asking I know for the
other, like I've seen you a fewtimes.
I checked you in.
She said you know, I didn'tthink you'd know my name and I
was like I well, I do so andthat makes them feel special
(19:05):
like you, just something simpleas knowing their like name.
Before they even check in,they're like oh, you remembered
me, like you didn't just checkme in, put me down as another
client, you know, yeah, um, butyeah, it's definitely fun to go
to get to see, especially when Igo back to like ovito and
mcmurray, which is where I spentmost of my um time, and like
ovito has like my og clientsince I first started, um, and
(19:27):
you know there's clients that umin.
Uh, there's one client, um,sweet lily.
She's always bringing mangoesand I saw her the other day and
she was like, oh my gosh, Ididn't know you were here, I
didn't bring mangoes and I waslike I was like it's okay, she's
like I know, but I remember howmuch you used to love them.
I'm like, I'm like I can'tbelieve you remember that.
(19:49):
You know I haven't seen you ina while.
She was like let me know.
She was like let me know, here,text me next time you're here,
I'm gonna bring you mangoes.
So it's just so sweet to likejust see all the clients and
create all those connectionswith all the locations.
That's probably like myfavorite part of like being a
regional is like getting to goto all locations and meeting all
the staff and all the um, allthe teams and all the different
(20:10):
clients yeah, I think one thingthat clients maybe don't realize
is that they have an impact onus as well.
Speaker 1 (20:21):
So we obviously yes, we try and have an impact on
them, make them feel verywelcome, make them feel very
comfortable, but our clients dothe same for us.
There's so many clients that welook at the schedule and I get
excited that they're on myschedule.
I get so excited that I get tosee them that day, um, and I
want to hear their stories too,and I, I think it's really cool
(20:42):
that you know, I think a lot ofthem don't realize they have
just as much of an impact on us,um, as hopefully we do on them,
um, but I, I know, just fromknow, we get so many compliments
on not having to ask a namewhen they check in, because they
(21:02):
know who they are.
Or, as soon as they walk in,we're like, oh, how's so-and-so
doing, or whatever it may be.
I know that all of our teamsare doing that.
And it's not forced, it's.
We genuinely have an amazinggroup of clients at all of our
locations.
That I think it just makes iteffortless um, which is which is
(21:23):
really cool to see absolutelyyes yeah.
So if there's any advice thatyou could give I don't know if
it doesn't even have to beanother med spot, but any other,
you know any other business outthere like, what advice would
you give, as far as you know,uplifting your team and
educating them on on howimportant it is to build those
(21:46):
relationships with clients tomake your business?
Speaker 2 (21:49):
last, yeah, I think culture is among your teams is
what's going to really like leadyou to the next level.
Like I said, I was like we.
You know we see our CEOs allthe time and I know that some
businesses are just so big.
You know that that can't alwayshappen, but it's just investing
the time to be there and bepresent.
(22:10):
Um, like I think it's reallyimportant that, like I make it
out to like all locations atleast once a week, so like like
I don't want you to feel like Iforgot about you or I spent all
my time in one location or notthe other, because that matters
to them.
You know they want to feel likeokay, like hey, they're coming
in, they're proud of us, they're, you know, seeing, and we want
(22:30):
to build that positive cultureas well, with, like, different
contests and different, you knowactivities and, um, you know,
rewarding the team.
I think your team works so muchharder and they, when they feel
valued, you know they want tocome into work and they, they
want to do a good job.
You know other places whereI've worked like you don't feel
(22:52):
that way and you're just likeI'm, like I really sit in my car
and I'm like I'm like, okay, Ihave five minutes to go in.
I'm like I really sit in my carand I'm like I'm like, okay, I
have five minutes to go in.
I'm like walking like on thedot, like here I'm like it's
like 6 am and I'm like, oh, I'mhere, like I'm ready yeah I'm
like, it's like, it's likefamily.
Um, you know, we have thatrelationship with the clients
and the team has thatrelationship.
They always say you know, likeyour co-workers or your
(23:13):
co-workers are supposed to getalong, you're supposed to be
friends, but a lot of girls arefriends like you.
I see these girls more than Isee my family sometimes.
You know we spend 40 hours aweek together.
You know, you, creating that,that positive um, those positive
relationships, is reallyimportant.
So that would be like.
My biggest piece of advice islike, if you're starting a
business or you already have abusiness, like that's really
(23:35):
making money and, you know,growing and all that stuff is
not as important as creatingthat culture, because you want
that positive, because yourclients are going to see that
too.
You know they, they see, youknow when your staff is unhappy
or when they're happy, yeah, um.
So I think that's my biggestthing is that, which is why I
love couture is the positiveculture, um, and all the great
(23:56):
things that we offer, not onlyto our clients but to our team
as well yeah, you take care ofyour team.
Speaker 1 (24:00):
Your team's going to take care of your clients.
Your clients are going to takecare of your business.
So, absolutely, it definitelyplays a big impact.
Well, thank you, rocky, for allof your, your insight and your
words of wisdom, and definitelywhat you're doing with the teams
definitely shows, and I thinkit makes, a huge impact on our
clients, on the business itselfand, um, yeah, it's good, the
(24:24):
positivity is there and ourclients can tell.
So thank you for having me.
You're very welcome thanks forjoining us.
So if you enjoyed today'sepisode, please don't forget to
like and subscribe.
If you want to share withfamily and friends, um, but also
if you want to experience youknow what couture is, and come
be a part of our, our family,and come join us.
(24:45):
You can go to um any of ourconformance locations.
We do free consultations.
Come and see what it's about um.
You can visit us atcouturemedspotcom.
You can also find us on all ofour social media, so youtube,
instagram, tiktok, facebook, allthe things, all of it.
We're out there, um.
So yeah, stay, stay tuned, andwe look forward to seeing you
(25:05):
next time.
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