Category Archives: Published Articles

The Emotional Connection – Associated Skin Care Professionals

SkindeepCheck out my latest article The Emotional Connection page 25 in Associated Skin Care Professionals magazine Skin Deep. Here’s an excerpt:

Whether we recognize it or not, our Industry is an emotional “brand.” This is evident in our businesses and treatment rooms every day. Yet, we need to be intentional about building a successful business, staying safe in our professional relationships and communications, and managing the daily reality that our business is all about emotion — that, in fact, our entire profession revolves around the way our guest feels. How well we understand and use this phenomenon  will determine how well we build  the all-important emotional connections that can  drive our business success.

See you at the spa! Linda “Brow Boss” Ruberto


Skin Deep Magazine – Selling Without Pressure

Selling Without Pressure, my article for the July/August edition of Skin Deep Magazine, made the cover! The art of sales is a fascinating one. My audience and intent is to help educate the spa and salon owner, manager, or technician. Here is an excerpt:

“The spa is one of the few places where a person can escape and relax, away from today’s constant bombardment of advertising—a place where it’s all about the client’s needs and desires. Sales practices need to be handled in a way that feels compatible with the esthetician’s identity as a professional healing arts practitioner who considers and respects the customer.”

The ideas I present in this article are not limited to my industry however.  An inspiration for the piece was Sharon Drew Morgen, author of Selling With Integrity (Berkley Books, 1999), she teaches a system that uses helpful and facilitative communications in place of the traditional sales tendency to push, convince, persuade, and influence. The process of selling, in and of itself, is irrelevant. According to Morgen, effective communication is all about helping clients discover a solution so that they can organize their own buying decision.

The average consumer needs answers, choices, and results before she can comfortably accept a professional’s recommendations. She may decide not to buy, no matter what you do. But if she does buy, she will buy when she has reached a clear understanding that what you’re offering fits her needs. The only way to ascertain her readiness, or her need for your solution, is to ask questions.

The other day I was in a salon asking about a jewelry display piece. The clerk went off on a spiel of how awesome the jewelry line was  (which was probably true), but he completely missed a “relational moment” with a customer and went right into his sales-shtick. I was completely uninterested in the retail offering and just wanted to know about the display. Hmm, pretty sure I’ve done this to people too.

In the end, I know that customers aren’t just showing up so that I have the opportunity to sell. However tempting “my own agenda” is, I’ve come to believe that serving my guests – and understanding their needs and desires  is the one-and-only reason for being in business.

Feel free to contact me at if you have any questions or comments.

See you at the spa!