Laser Services

Intro

This course walks laser techs through every step of the client interaction — from greeting to close — so you can successfully sell laser memberships. It covers the full process: how to talk to clients during their service, how to uncover their needs, how to educate them, and how to present the membership.

Greeting Your Client

Clients coming in for laser may be nervous and unsure what to expect. Your greeting sets the tone for the entire service and sale.

The Approach

Greet them warmly as soon as you see them in the lobby or hallway. Introduce yourself and use friendly, welcoming language — whatever feels natural to your personality. The key is making them feel comfortable before you bring them back to the treatment room.

Before heading to the room: Make sure the client has all their forms filled out ahead of time. Don't wait until you're in the treatment room to handle paperwork.

Hair Removal History

Start asking hair removal history questions as soon as you're in the treatment room — while the client is getting undressed, getting on the table, and while you're filling out the treatment log and taking photos of the areas you'll be lasering.

Three questions to ask:

1. What is your current method of hair removal? (shaving, waxing, sugaring, etc.)
2. When did you last do it? And how often do you typically use that method?
3. Have you ever used other methods? Specifically ask: have you ever waxed or sugared? Have you ever lasered this area before?

Why this matters

Understanding their full hair removal history helps you as the provider know what their previous experience has been — what benefits they got or didn't get from other methods. This sets you up to educate them and paint a picture of what they'll experience with laser going forward.

Don't forget to ask about consistency. Just like with wax and sugar memberships, whether someone was doing it monthly vs. randomly tells you a very different story about what results they actually achieved. By the end of these questions, you should have a well-rounded picture of every hair removal method the client has used.

How To Find The Why

After gathering hair removal history, you need to understand what brought this client in for laser specifically. Ask: "What made you decide to get laser hair removal?"

Listen carefully — some clients will give you a secondary need, not their real one. A secondary need tells you what pushed them to book, but not the actual problem they're hoping to solve or the benefit they want.

Examples of secondary needs (not the real why):

• "My friend told me about it"
• "My esthetician/waxer recommended it"
• "I saw the ad or promotion"
• "I've always wanted to give it a try"

None of these tell you a benefit they're looking for or a problem they currently have.

The follow-up question:

If you hear a secondary need, dig deeper by asking: "So why get laser hair removal today rather than [their current method]?" For example, if they told you they currently shave, ask: "So why get laser today rather than just shave?"

This should get you closer to their real need — the actual value they're hoping to get from the service.

Real Needs

After asking what made them try laser and digging deeper past any secondary needs, you should start hearing one of three real needs. Know what they sound like so you can recognize them.

Need 1: Maintenance & Time

The client is telling you their current method takes too much time or is too much upkeep. This sounds like: "I don't like how often I have to shave," or "My hair comes back too quickly when I shave or wax." They want a lower maintenance routine or less time spent on hair removal.

Need 2: Ingrowns

Many clients still get ingrowns even after switching from shaving to waxing or sugaring. Waxing reduces ingrowns but doesn't eliminate them for everyone. You might hear: "I'm still getting ingrowns when I wax/sugar." This is a clear pain point — and laser is the solution. When you hear a problem, that's great, because you have something to educate them on.

Need 3: Less Hair

This is the most generic answer — the client simply wants less hair. If you hear this, dig deeper because it often uncovers one of the first two needs.

How to dig deeper:

Ask "What makes you say that?" or "Tell me more." For example, if they say "I just want less hair," and you ask what makes them say that, they might reveal: "Shaving is too much maintenance" (Need 1) or "I'm still dealing with ingrowns" (Need 2).

But also recognize that wanting less hair is a valid need on its own — some clients simply have more hair than they'd like, it's bothersome, and they don't want to deal with any hair removal method as often.

Get The Details & Validate

As the client opens up about their needs, your job is to expand on the pain point and validate what they're saying — not rush to a solution.

Why this matters:

People buy in an emotional state, not a logical state. This isn't about being sleazy — it's about helping them actually feel the problem they've been living with so that when you offer a solution, they're in a mindset to genuinely consider it. It's easy to go through day-to-day life on autopilot. You need the client to stop and think about their pain during this service before you present laser as the answer.

Questions to expand the pain point:

• "How long have you been disliking [shaving/waxing/sugaring]?"
• "How often are you dealing with those ingrowns? Is it every week?"
• "How long have you been wanting thinner hair?"
• "How long have you been looking for a solution?"

You want them to feel that pain and get into a state where they want to solve it.

Validate as they talk.

Throw in phrases like:

• "Wow, I get that."
• "I've dealt with that myself before."
• "Sounds like this has been bothering you for a while."
• "Sounds like you've been looking for a better solution for a while."

Validate first, then educate. Don't rush into offering a solution.

Timing:

You should be about a quarter to halfway through the service at this point in the conversation. Take your time — there's no rush.

Before moving on: Ask if there's anything else they were hoping to get out of laser. Sometimes you focus on one big pain point, but the client may have more than one need. Uncover all of them before moving to education.

Understanding Clinical Endpoint

Before you can educate clients, you need to understand the science yourself. Here's the foundational knowledge every laser tech needs.

The Three Stages of Hair Growth

Hair grows in three stages: Anagen (growth), Catagen (transition), and Telogen (resting). Laser is most effective during the Anagen stage because that's the only stage where the hair is attached to the follicle. When attached, the heat from the laser has the highest likelihood of killing the follicle or miniaturizing the hair. During Catagen and Telogen, the hair is detached — so treatment is less effective.

Why Multiple Treatments Are Required

At any given time, only about 20–40% of hairs in an area are in the Anagen stage. So on day one, you're only effectively treating 20–40% of the hair. It takes 4–6 months for all the hairs in an area to cycle through all three stages and come back to Anagen so you can treat the same hairs again.

This means you need to treat for more than six months to get through all the hair — which is why the average is about 16 treatments to reach clinical endpoint. You need to treat the same hair follicles 2–3 times while they're in Anagen to reach true clinical endpoint for all the hairs in that area.

Your Role as the Tech

You determine how long each client needs to wait between treatments. Different areas cycle at different speeds — some areas will be ready to treat again sooner, some take longer. Understand that not all hairs are in the optimal stage on day one, and plan the treatment schedule accordingly.

Total Time from End of Anagen → Back to Anagen

For most body areas: approximately 4–6 months. But this varies:

Reaching Clinical Endpoint Example

This is a practical example of the hair growth cycle in action. Assume you're treating an area where about 20% of hairs are in Anagen at any given time.

Treatments 1–5: First pass (new growth)

Each session treats about 20% of hairs that are in Anagen. By treatment 5, you've effectively treated 100% of the hairs in that area once while they were in the correct growth stage.

Treatments 6–10: Second pass (retreating)

You cycle back through and retreat those same hairs a second time in Anagen. This reinforces the damage to the follicles from the first round.

Treatments 11–16: Third pass (clinical endpoint)

A third cycle through ensures you've thoroughly treated all the hairs multiple times during the correct stage of growth to reach true clinical endpoint.

After clinical endpoint: The client only needs to come in once or twice a year for touch-up services when they start to see regrowth.

How To Educate

Now that you understand the science, here's exactly how to explain it to the client. Don't get overly technical — no deep dives into Anagen, Catagen, Telogen. The client is experiencing laser for the first time while you're talking. Keep it focused on the why and get to the point.

Point 1: How laser works

"The way laser works is it uses heat to kill the hair follicle." Tie in how good of a candidate they are: "You're a great candidate for laser because you have dark hair and light skin. The color in the hair is what attracts the heat — that's why you're a good candidate."

Point 2: Why they need to keep coming back

"Not all of your hair today is going to be in the stage of growth to maximize our results. Only about 20–40% of it is at that stage right now. So I need you to keep coming back because next time we'll be treating a different group of hairs in the correct stage, and then another group the next time. We want to treat the hairs while they're in the right stage up to three times to reach clinical endpoint. It's going to take about 4–6 months to treat all the hairs once, and then we go through that two more times to reach true clinical endpoint — which is when we've killed or miniaturized as many hair follicles as possible."

Point 3: When to come back

"Come see me in X weeks so we can treat the next group of hairs."

Setting expectations on results

Be direct: laser does not mean 100% hair gone. Even the best candidate can expect up to 92% hair reduction. Tell them on day one so there are no surprises at the end. And make it clear that the 92% is contingent on consistency — coming in on schedule and not stopping and starting.

You're ready to move on from education when the client understands these three things:

1. If you stop between treatments, we're starting the process over
2. If you wait longer than the recommended timeframe, results will suffer
3. If you're not consistent, we won't get maximum reduction — up to 92%, but that drops if we're stopping and starting

Why We Educate

Education isn't just information — it's what makes the membership conversation work. Here's why each educational point matters.

Reason 1: Makes it personal

You can't personalize anything unless you know the client's personal reason for coming in. That's why finding their need comes first. When you deliver your educational points, tie it back to their specific need at the end. For example, after explaining consistency and clinical endpoint: "So if you come back to see me in X weeks and we continue treatment, we'll be able to get you maximum hair reduction so that you can [their personal need]" — less ingrowns, less maintenance, whatever they told you. The education may sound similar for every client, but the ending should be different every time because it's personal.

Reason 2: Sets expectations and builds trust

When you tell a client what to expect and then it happens, that builds trust. They think: "She said this would happen, and it did." That trust compounds — so when you later recommend additional treatments, adding areas, switching to sugaring after laser, or recommending a product, they already have rapport with you. Transparency through the entire process is what creates that.

Reason 3: Gets them in the right mindset for membership

By the time you explain the membership, you want the client already thinking: "Yes, I want to keep doing this because I understand it will solve my problem." The membership is just the vehicle that saves them money while doing something they already want to do. If they haven't had the education conversation first — if they don't understand why consistency solves their need — the membership pitch falls flat. Education first, membership second. They need to want to be consistent before you ever mention saving money with a membership.

Pre-Book

Finish education about halfway to three-quarters through the service. Use the remaining time to connect with your client and finish up. Then move into pre-booking — in a suite, this is when you're heading to the computer and the client is getting dressed. In a flagship, it's as you exit the room and walk to the lobby.

The pre-booking question:

"X weeks from today is [date]. Would you like a similar time as today's appointment?"

This assumes the pre-book rather than asking a yes/no question. Most clients will go with it. If they have an objection, they'll raise it.

Why pre-book before explaining membership:

If the client is already booked for their next appointment, there's even more incentive to get on a membership and save money on that next service. This helps with objection handling later.

Important — pause before completing the booking. Pull up Boulevard with their name, get to the point where you'd type in the service, and stop there. Don't complete the pre-book yet. This is where you explain the membership, because whether they get on a membership (and which type) determines which service you book them for.

Understanding The Membership

The laser membership is structured exactly like the existing Wax/Sugar membership so clients can easily understand it if they've been members before.

How it works:

• One-time startup fee: $250 or $450 (depends on membership type)
• Monthly payments on the 1st or 15th create a voucher in their account
• Voucher is used when they come in for their service
• Pause or cancel anytime
• Financing available through a partner firm for clients who qualify (set up on the day they sign up)

The 16-treatment cap:

The membership stops charging and accruing vouchers after 16 payments — matching the average number of treatments to reach clinical endpoint. Treatments start at every 4 weeks, then space out to 6–8 weeks as you progress, but the monthly charge continues until 16 vouchers are reached. If a client needs additional treatments beyond 16, they just come in and pay member price — no need to adjust the membership. They get member price for life, including yearly touch-ups.

Single Area Pricing

Areas are grouped by size: extra small (individual face areas like lip, cheeks, chin), small, medium, and large.

• Extra small and small area memberships: $250 startup
• Medium and large area memberships: $450 startup

The monthly charge varies by area size. For example, Brazilian (medium area) is $450 startup + $85/treatment. Non-member a la carte pricing is more expensive to incentivize membership — laser isn't a one-and-done service, so you want clients on a membership to reach clinical endpoint at a better price.

Combo Memberships

This is where it gets exciting. Clients with at least two medium-size areas qualify for combo pricing, and they get underarms for free. All combo memberships are $450 startup. Combos go from Pick 2 up to Pick 10 (for full body). Each bump up adds $45/treatment.

Key insight for pricing: Since each combo bump is $45 and a single small area membership is also $45, once a client has two medium areas, any additional medium or small area just bumps them to the next combo tier instead of needing a separate membership. One membership, one price, underarms free.

Membership Upgrades

• Client on extra small or small ($250 startup) upgrading to combo → charge the $200 startup upgrade difference in Boulevard, then cancel old membership and set up the new one
• Client already on medium, large, or combo ($450 startup) adding areas → no additional startup fee, just cancel old membership and set up the new tier

Membership Examples

Important: Always ask about other areas of interest during the service — it changes how you pitch the membership.

Explain The Membership

Keep this as simple and clear as possible. Confusion causes clients to say no. Before you start, you should already know from your conversation what areas they're interested in — this determines whether you present single area, combo, or both.

Use the trifold brochure.

In a suite, open it on the desk so both of you are looking down at it. In a flagship, come around the counter and stand next to the client. Point to pricing as you explain. This gives the client something to look at while processing, avoids awkward sustained eye contact, and lets you pause to gauge their reaction — look for nods, engagement, or glazed-over eyes.

Don't rush, but be concise. Pause between points and check that they're following.

Single Area Script:

Then present the combo (for most clients):

Even if the client is only getting one area today, if they've mentioned interest in any other areas, present the combo option. You don't need a firm yes or no on whether they want additional areas — just knowing they're interested is enough to present the options.

When to use single only vs. combo:

If the client is only interested in one area and doesn't qualify for combo pricing (they need at least two medium areas), use the single area script only. If they've expressed any interest in additional areas — even casually — present both options and let them decide.

Close The Sale

After explaining the membership, close with one of these approaches:

Approach 1: Assume the sale (recommended)

"Are you thinking the single area or combo membership would make more sense for you?"

This assumes they're getting a membership and just asks which one. It gives them an opening to ask questions or share hesitations so you can objection handle and guide them toward the right option.

Approach 2: Direct ask

"Would you like to set up the membership so we can get you the hair reduction results you're looking for?"

Either way, this is when the client will ask questions or voice hesitations — handle them from there.

Hand them the brochure. Whether or not they sign up, give them the trifold brochure you used during the explanation. They take it home. If they're on the fence, it gives them something to reference later.

Profile Notes

Once the client walks out the door, put notes in their profile. Two things matter:

1. Other areas of interest.

If they mentioned any interest in additional laser areas — even casually — note it. A client might decline a combo membership today but be open to upgrading later. Since upgrades are easy, you or another laser tech can follow up next visit and encourage them to add areas.

2. If they didn't sign up, note why.

What was their objection? How did you handle it? This sets you or the next laser tech up to customize the approach on future appointments and close the sale down the line.