November 26, 2024

Make it Personal – A Masterclass for FBS Clinic

Creating meaningful connections and unforgettable client experiences 

Last week, we had the honour of delivering a bespoke training session for For Better Skin Clinic, a leading private aesthetic clinic in Athens. The program, titled “Make It Personal,” focused on three crucial pillars: understanding the luxury customer, the art of personalisation, and fostering a cohesive, empowered team.

Each area was designed to elevate service excellence and ensure that every client interaction reflects the highest standards of luxury.

One of the standout components of the training was personalisation, a cornerstone of luxury service. In a field as intimate and trust-driven as aesthetic care, tailoring every aspect of the client experience makes all the difference.

 

How FBS Clinic Can Implement Personalisation

During the training, we explored practical ways to integrate personalisation into the clinic’s daily operations:

Customised Consultations

Engaging clients with detailed conversations that uncover their true goals and concerns.


Tailored Environment

Adjusting the clinic’s sensory elements—like lighting, scents, or refreshments—to match each client’s preferences.


Follow-Up Care

Offering personalised post-treatment care plans and check-ins to demonstrate ongoing commitment.

 

Client Profiles

Maintaining detailed records of preferences, previous treatments, and feedback to anticipate client needs on future visits.

 

Proactive Recommendations

Suggesting treatments or products based on the client’s unique skin needs and lifestyle, showing attentiveness and expertise.

The FBS Team in action with LEGO Serious Play

Why Personalisation Matters

Builds Trust and Loyalty

Clients seek aesthetic services not just for results but for reassurance and care. Personalisation demonstrates attentiveness and empathy, fostering trust that encourages clients to return and recommend the clinic to others. When a client feels their unique needs are truly understood and valued, the relationship shifts from transactional to transformational.

Enhances the Emotional Experience

Luxury isn’t just about flawless execution—it’s about how clients feel during their journey. Tailoring the sensory environment (e.g., calming music, aromatherapy, or even the tone of conversations) creates a relaxing, memorable experience that goes beyond the treatment itself.

Improves Treatment Outcomes

Personalisation allows clinicians to craft bespoke treatment plans that align with each client’s aesthetic goals, medical history, and lifestyle. This ensures not only satisfaction but also better results, as clients feel they are receiving care designed exclusively for them.

Differentiates the Clinic in a Competitive Market

With many options available, clients will gravitate toward clinics that make them feel special. Personalisation sets FBS Clinic apart by delivering an experience that competitors cannot replicate—one that caters to the individual rather than a generic service model.

Turns Customers into Advocates

A personalised approach creates emotional connections. Clients who feel cared for and understood are more likely to share their positive experiences with friends, family, and on social media, becoming loyal advocates for the clinic.

Dr Fotini Bageorgou - Owner of For Better Skin Clinic
In the luxury aesthetic world, making it personal is not just an option—it’s a necessity. By embedding personalisation into every touchpoint, For Better Skin Clinic reinforces its commitment to excellence, creating meaningful connections and unforgettable client experiences.