How To: Esthetician Training ​

Supporting Client Results and Business Growth

A Pro-to-Pro Talk with Jessica Cooley

✨Intro:​
Retail doesn’t have to feel pushy or awkward. In our recent Pro-to-Pro Talk, licensed esthetician and Skin Wand Pro founder Jessica Cooley shared how her decades-long experience in retail management shaped her success in aesthetics. She broke down how retail can be seamlessly integrated into the client experience—not as a hard sell, but as a continuation of care. 💆‍♀️🧴

Here are the key takeaways from our conversation:

🧠 Treat Retail as Education, Not Sales​
Clients want solutions, not pitches. Jessica emphasized that recommending retail products should feel like an extension of your treatment—an opportunity to educate, not pressure. Focus on the top three benefits of a product as it applies to the client's:

• Concern (what they mention)
• Condition (what you observe)
• Bonus benefit (what will support long-term skin health)

🤝 Use Retail to Build Trust, Not Break It​
Clients can sense when they’re being "sold." By aligning product recommendations with client concerns and keeping suggestions minimal (she often started with just 3–4 items), Jessica maintained client trust and saw higher product engagement. This echoes our very first Pro-to-Pro Talk on Building Client Trust with Robin Lee, where we explored how trust is the foundation of long-term loyalty and results in both treatment and retail settings. By aligning product recommendations with client concerns and keeping suggestions minimal (she often started with just 3–4 items), Jessica maintained client trust and saw higher product engagement.

👃 Create a Sensory Retail Experience​
Jessica drew from her time managing stores like The Children's Place to highlight the power of sensory marketing. She created an experience in her treatment room using sight, scent, sound, and texture—designed to be inviting and memorable.

🔄 Keep Retail Fresh and Intentional​
Change displays every six weeks to keep things interesting and mimic retail merchandising cycles. Highlight slow movers at eye level, display one of each product to create scarcity, and rotate inventory to avoid visual fatigue.

🌿 Know Your Demographic​
Understand your client base’s lifestyle. Jessica tailored her product selection and seasonal promotions to her outdoor-loving 45–65 demographic. This helped her recommend relevant products and avoid offering treatments or items that didn’t align with their lifestyle (like peels in peak hiking season).

📚 Product Knowledge Builds Confidence​
Know three solid talking points for every product you carry. When you can clearly explain what a product does and why it fits the client’s routine, you shift from selling to solving.

💵 Retail Can Cover Overhead​
With consistent recommendations and strategic display, retail can cover significant business expenses. Jessica shared how her retail sales once paid for her front desk assistant, freeing her up to focus more on treatments.

🎯 Promotions Should Be Strategic, Not Random​
Rather than discounting services, Jessica promoted key products seasonally or paired a newer product with a slow mover for bundled savings. She maintained her margins while creating value for the client.

📅 Extend the Service with a Care Plan​
After an initial "observation facial," Jessica would create an 8–10 week plan including treatment and retail recommendations. Clients received a copy via email and in person, making retail feel purposeful and part of a long-term solution.

🛠️ Use Available Tools and Brand Resources​
Jessica reminded us that many brands offer promotional materials, content, and digital assets for estheticians. Don’t hesitate to ask your product reps for social graphics or seasonal deals—those assets can boost your retail strategy.

Final Thought 💡​
Retail doesn’t have to be a chore. When done with intention, education, and alignment with client needs, it becomes a powerful tool for both transformation and business growth.

🎥 Missed the live talk? Watch the replay here​