Galderma Broadens Horizons on "Effective Service and Communication for Sustainable Growth" with Experts Sharing Techniques on Building Customer Experience at GAIN Business Forum

Pirapat Sriwattanawong, Pharm.D., Aesthetic Thailand Franchise Director at Galderma (Thailand) Ltd., stated, "While aesthetic clinic businesses are growing rapidly, the capabilities to provide excellent customer service and communicate effectively are key to creating good impressions, building trust, and fostering loyalty. Galderma believes that enhancing service and communication skills is pivotal to sustainable growth of our clinic partners. Therefore, we keep our series of 'GAIN Business Forum - Service Leads Sales' seminars and workshops running. This year's program centers on customer experience, sales, and integrated communication, featuring speakers such as Ruecha Rassameechote, M.D., a GAIN (Galderma Aesthetics Injector Network) Trainer; Panisa Assaneewuttikorn and Narisara Chiewpattanacharoen, customer service and customer experience strategists; and a team of strategists from TikTok as speakers to share great techniques at the event."

Creating First Impression with Holistic Consultation

Good consultation begins with an initial assessment of customers' problems and facial features without dominating their choice of treatments. The facial assessment should cover five aspects: 1) skin quality, including elasticity, smoothness, and hydration; 2) facial shape; 3) facial proportions based on 1:1:1 ratio of the upper face, mid face, and lower face; 4) facial symmetry between the left and right sides of the face; and 5) expression lines caused by facial expressions.

Beauty Planner Playbook: Trusted Partner for Successful Cross-Selling - Transforming Beauty Consultants into Professional Beauty Planners

• Adjust Attitude - Evolve into a consultant with both proactive and reactive mindsets, ready to advise and listen.
• Deeply Grasp Customers' Personas - Analyze their requirements to identify which of the three levels they belong to: 'need' basic aesthetics, 'want' more specific results, or 'demand' services that address their issues appropriately within their budget.
• Advise Using "Listen-Ask-Tell-Recommend" Approach - Beauty consultants should know their customers, products, and beauty trends, analyzing these elements to provide recommendations based on four factors: requirements, budget, feelings, and social trends.
• Communicate Professionally, Know How to Handle Rejections - Be prepared to handle objections by identifying customers' concerns such as lack of confidence in treatment results, cost, time, etc. to ensure spot-on advice that will rebuild confidence and lead to service decisions.
• Boost Sales through Cross-Selling - Use push and pull strategies: push away fears by listening to customers, understanding them, and providing advice at the right times; and pull the desire to purchase with plans that address their specific pain points.

GLOW Consultative Mastery - Elevating Communication Skills for Impressive Results at Every Step

• Perform Situational Analysis Using SWOT - Identify your own and others' strengths and weaknesses and look for opportunities and potential threats.
• Understanding of Customer Types In-Depth - Customers can be categorized into three main types: 'leaders' who want to be recognized in detail; 'artists' who value privacy, and 'VVIPs' who expect special attention.
• Build Customers' Loyalty - Use three techniques: 1) Cite expertise with data and figures to build confidence; 2) Offer diverse options; 3) Recommend suitable choices for individual customers complete with easy-to-understand explanations.
• Create Value for Services - Service value consists of two key aspects: Functional - building confidence in product properties, quality standards, and applications; Emotional - creating positive feelings toward the brand through premium experiences such as internationally recognized product standards and beautiful packaging design.
• Do Storytelling to Enable Cross-Selling and Up-Selling - Focus on communication that naturally relate products, trends, and services to customers' needs with sincerity and enhance customer experiences by suggesting additional aesthetic programs with appropriate results in mind.

The Beauty Service on TikTok - Building a Distinctive Brand and Driving Sales with TikTok

The world of beauty is no longer reserved for women today: it appeals to all, including men, LGBTQ+, and teenagers. Meanwhile, technology, social media, and beauty communities play increasingly important roles in inspiring and influencing consumer decisions. TikTok has become a platform that helps brands reach both specialized beauty enthusiasts and the broader group of consumers. Therefore, effective communication on TikTok is key. Clinics must understand their audience and align their content with the nature of this platform using the 3R Creative Framework:

• Recut - Make videos that fit TikTok's style: Do Less formal videos with clear, concise, and easy-to-understand information, plus the first frame that can capture viewers' attention within 1-2 seconds.
• Remix - Add trendy, creative appeals to make content enjoyable and resonate with TikTok culture: Attract attention through audio by using popular tracks, sounds that complement the content, or beauty-related ASMR audio, and use storytelling approach to make content engaging.
• Reimagine - Include creative and playful elements to content: Use TikTok's features, effects, or fun elements in the content.

"We believe that this seminar represents a valuable opportunity to demonstrate the strong collaboration between Galderma, our aesthetic clinic partners, physicians, and aesthetic consultants in applying knowledge to elevate the standards of aesthetic services and to drive sustainable growth together. As a leader in aesthetic innovation with over 45 years of experience, we continue to create positive impact for all stakeholders by providing multifaceted knowledge support to staff of our aesthetic clinic partners alongside our commitment to advancing dermatology for every skin story," Pirapat concluded.

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