Where Care is not a Feature, it’s the Foundation at Skin Resq Perth

In an industry where client experience is everything, Skin ResQ has quietly carved out a space where care is not just a feature of the business. It is the foundation of it.

Founded in 2009 by Caryll Wiggers, the clinic has spent more than 15 years developing a reputation grounded in consistency, professionalism and results. What began as a small skin clinic in South Perth has steadily evolved into a trusted destination for those seeking not just skin treatments, but long-term support, education and a sense of connection.

Client care at Skin ResQ is not treated as a separate component of the business. It is integrated into the entire service journey. The clinic supports a diverse client base with personalised treatment plans, but a significant focus lies in addressing the skin concerns of peri-menopausal and menopausal women. Common concerns in this group include inflammation, pigmentation, hormonal breakouts and loss of elasticity. These clients are supported through tailored consultation, customised treatment pathways and an educational approach that helps them understand their skin and the options available.

Each new client begins with a skin consultation, during which individual concerns, goals and relevant medical or lifestyle factors are assessed. The consultation process is structured but flexible, with an emphasis on listening and guiding. First-time clients receive a welcome pack that includes gift vouchers for treatments, a mini fruit enzyme product to take home and a handwritten welcome note. This initial experience sets the tone for a relationship that extends beyond the appointment itself.

After a client’s visit, the clinic maintains contact through a follow-up email and a phone call the following day. These communications are therapist-led and designed to ensure that clients feel supported, informed and confident following their treatment. This step is part of the clinic’s standard protocol and is consistently delivered as part of their ongoing service model.

The clinic operates from a purpose-built space that was completed following a relocation and expansion. The new location includes four fully equipped treatment rooms and has been designed to maintain the same calm and inviting atmosphere clients have come to expect. Heated beds, a signature scent and seasonal teas are offered to create a consistent and welcoming environment. The reception and consultation areas have been structured for privacy, comfort and functionality.

Managing the relocation presented challenges. The team navigated the transition while continuing to run a busy clinic. Systems were refined to streamline scheduling and communication, and the team underwent training on new equipment and updated procedures. Throughout the process, Skin ResQ maintained its service standards and ensured a seamless transition for clients.

The clinic’s treatment menu includes a range of evidence-based services such as Tixel, IPL rejuvenation, Healite LED therapy, skin tightening, resurfacing peels, laser treatments, medifacials, clinical acne treatments, microdermabrasion, epi-dermal levelling and skin needling with Dermapen 4. These services are supported by detailed consultations, skin assessments and a strong focus on homecare planning. Clients are educated on how to support their results outside the clinic, and ongoing reviews are scheduled to adjust plans as needed.

Skin ResQ’s team is comprised of dermal therapists, laser technicians and skin specialists, each trained in both service delivery and client communication. Continuous professional development is prioritised through attendance at industry conferences, supplier-led education and regular internal training.

Internal culture is a central part of Skin ResQ’s success. The clinic runs three fully paid team retreat days annually. These days are structured around professional development, team alignment and value reinforcement. Each retreat offers space to review processes, provide feedback and reconnect as a team. The values upheld by the business, are discussed and applied actively, rather than simply displayed.

The retreat days form part of a broader focus on wellbeing and sustainable performance for staff. These initiatives help maintain consistency in service, reduce burnout and support long-term retention within the team. This directly impacts the client experience, ensuring a stable, cohesive environment where care is delivered with genuine focus.

The retreat days form part of a broader focus on wellbeing and sustainable performance for staff. These initiatives help maintain consistency in service, reduce burnout and support long-term retention within the team. This directly impacts the client experience, ensuring a stable, cohesive environment where care is delivered with genuine focus.

In addition to their in-clinic operations, Skin ResQ contributes to the wider community through local initiatives and charity support. In March the clinic hosted the She Thrives event. This special event was created to transform women’s approach to menopause and inspire their wellness and skin journey. With talks from Women’s Health Specialists, and strategies to help thrive through menopause and beyond, this initiative was run with the intent of giving back, rather than promoting the clinic, and aligned with Skin ResQ’s broader commitment to positive social impact.

Technology is incorporated into the business where it enhances client experience. iPads are used for consultations, digital notetaking and consent processes. This allows for efficient, clear documentation while maintaining a personal and therapist-led approach. The use of technology supports the clinic’s focus on individualised attention without removing the human element.

Skin ResQ’s operations are guided by structure and detail. From the timing of consultations to the language used in client communications, every step is delivered with intention and consistency. The layout of the treatment rooms, the follow-up process and the team’s shared standards all work together to create a seamless and reassuring experience.

To be named a finalist in the 2024 Australian Beauty Industry Awards for Best Customer Care reflects the business’s ability to deliver care not as a promise but as a standard. It is the result of years of refining systems, training staff, listening to client needs and showing up consistently. It is evident not only in how the clinic treats its clients, but in how it supports its team and contributes to its community.

Skin ResQ Perth has demonstrated that exceptional customer care is not reliant on a single gesture. It is built through thoughtful planning, clear intention and everyday action.

@skinresqperth