Business protocol if there are problems

Business protocol if there are problems:

Let your client know how to reach you should she have any questions.  It is much simpler to deal with a late-night call from a client than to have a problem that might result because they did not know how to contact someone for help or support.

If the client does have a complaint with regard to the appearance of her procedure most of the time you will be able to make any necessary adjustments at the time of the control procedure.  In fact, what she thought might be a problem will most likely disappear during the healing process or turn out to be just right.

If it turns out that the client does have a valid complaint, there are a diversity of resolutions that can be considered.

Post procedure difficulties:

• Do not ignore complaints or concerns, always get back to the client immediately if they call or contact you
• If there were any problems or concerns during the procedure, call the client the nest day to see how she is.
• Operating a high standard of client care is vitally important, aim to call all clients within 4-7 days of any procedure
• Always give the client a contact number where they can contact you if they have any concerns
• If you think you have made a mistake, the first objective is to stay calm and not to express your concerns to the client
• If the client has concerns, be sympathetic and understanding, but do not accept liability
• Invite the client to return to the clinic in private surroundings, so that you can view the problem
• Listen to the client, give her the full opportunity to express her concerns
• If the procedure is less than 4 weeks ago and the client is concerned about colour and shape, counsel her to try to be patient until the control appointment. If she is concerned about anything else, set up an immediate appointment to see her
• Any time the client comes in to see you, you should take further photographs
• If there is any indication of an allergic reaction, it could be due to many things.  Firstly, question the client to see if she has done anything different to the norm.  Suggest that she stops using the balm and if the condition persists, she should contact you gain as well as seeking medical attention
• If the client is unhappy with the procedure results and demands a refund work with her.  You always want a satisfied customer, but you will have to determine if their issue has merit.  If so, it is best to refund them and advise the client of your policy regarding customer satisfaction.  It Is also best not to admit any liability but to always be pleasant and confirm you are refunding them out of goodwill in line with your policy
• If you get a letter from a solicitor, do not panic.  Send the letter wthl all of you file information including chart notes, medical history, consent forms and pictures to your insurance broker.  If you do not have insurance, you will need to hire a lawyer to deal with the situation
• There are some people in the world, who are simply unhappy no matter what you do and who use the legal system for financial gain from others unlawfully.  You must learn to trust your internal instincts, if you do not feel right about a client from early on, refuse the procedure
• If you have a problem situation that is unfamiliar and you do not feel confident to go ahead, its best to abstain and contact us for advice

Treatment planning and pricing:

Some practitioners charge a flat fee for eyebrow enhancements, Express My Brow is a bespoke service that meets this pricing structure perfectly. £150.00 per person is suggested, this is appointed to make them competitive.

Contractions and aftercare advice

One of the most important factors contributing to the success of the final healed result is post procedure home care.  It is your duty as a professional to inform your client of what is required of her to take care of the procedure both short and long term.

On completion of the procedure give the client an aftercare kit that include the relevant aftercare form and aftercare balm.

It is also good business practice to give the client a business card with a 24-hour contact telephone number in case of problems

An after-care form is attached – see Document 8

Control Procedure:

On completion of the initial procedure a control appointment should be scheduled. The time scale should be no sooner than four weeks allowing the skin time to completely heal and the true colour to show.

The purpose of the control appointment is to make any colour adjustments and pigment any areas that may have lightened due to shadow implantation.  As the practitioner becomes more skilled the amount of work required during control visits will become less