It can be daunting when you first start out as brow specialist, worrying about “messing” up your clients’ brows. There will be a time where you may not meet the clients’ expectations and they may walk out unhappy with the brow service provided by you. With a few KEY points to follow including a thorough consultation you can avoid the disappointment!
- Communicate, Communicate and Communicate!
Communication is the key to every consultation; this is where you can establish your clients needs and expectations. By following a few do’s and don’ts during your consultation, you will be able to gather the information you need to put together the perfect treatment plan for your client.
Firstly, greet your client with a warm smile and introduce yourself, this will ease your client and feel more comfortable with you. Instruct the client where to sit and how to fill out the consultation form. Let the client know exactly what they are booked in for – this confirms the service you are about to perform. These things may sound obvious but never assume every client will know what to do.
Now begin to ask the RIGHT questions – Questions that are open ended questions, this allows you to get the information you need rather than just a “Yes” or “No“answer.
For Example – How dark do you like your brows tinted? This question will allow the client to explain how dark they usually go or what they don’t like about a tint. Or if they have ever had one!
- Listen to the client carefully.
Effective listening skills is the key to delivering the clients expectations of the service. This sounds obvious but too often the therapist is concerned about the next question to be asked and can miss out on crucial information.
You may think that the brows need trimming but your client has specified they don’t like their brows trimmed. It is important that your client feels they are being heard and listened to.
Listening to the client means they can direct you in what they like and what they don’t.
Confirm back what has been decided and get the clients agreement on what the result will be. This is done by signing the consultation form and treatment plan.
- Delivering the expectations of the treatment.
This is the time for you to shine and gain the client’s confidence in your professional and technical expertise.
Once the client has signed both the consultation form and treatment plan, assess the area you will be treating. Look at the brows carefully, show the client what you will be doing, hand the client a mirror so they can see what you are talking about. This is the time to point out any things that you notice about their brows. For example, there may be a gap in the left arch, or the right side sits higher than the left side. By pointing these out to the client before you begin can help avoid any disappointments or blame of messing their brows up. Explain that today you may not be able to make any changes to what you have pointed out but can enhance the brow by doing something else. Like fill in the brow by using a brow pencil/powder (This is your chance to up sell). Show the client how they can do this at home and that over time you can work on getting both brows to look the same.
Bottom line is if you notice something in their brows no matter how small it seems ALWAYS point it out. They may not have noticed it before but chances are once you have completed the service they are sure to notice and unfortunately blame you for “messing up their brows”.
- Getting the client to return
Once you have completed the service, now you need to get them to return back!
Look after the client, walk them out and ensure they are happy with everything you did today. Show them and explain how they can maintain the results achieved today. Let them know what they can do at home to keep those brows looking amazing in between appointments. Most of all explain the importance of keeping regular appointments so that you can continue to keep those brows looking great!
Book the client in before they leave by asking them “would like to keep the same time and day for 3 weeks time”? Rather than asking “would you like to rebook”? This will give them the opportunity to say “NO”.
By rebooking them in before leaving you have secured the client to return and develop a professional relationship with the client.
Remember once they leave take all the necessary notes about the treatment and add it the treatment plan so that you can follow up for their next appointment. Upload any before and after photos too.
Follow these tips and continue to work on your communication skills to get you confident with your consultations and treatments!