Previous Lesson

Communication

Your initial contact with a client will either be in person or via telephone or social media messaging.  Regardless of the means of communication it is vital that you tune into the visual and audible clues your potential client sends you.

This will include:

  • Body language
  • Tone of voice
  • Attitude
  • Eye contact
  • The way the client interacts with you

You will be able to determine if they sound indecisive, timid or nervous and if they are receptive to information.  They may need to ask lots of questions or may comfortable to take your advice and information.  This is a great time to give clear concise information regarding their enquiry about the enhancement.  You can also take their contact details here and add them to your mailing list to send out any information packs they need, documentation, price lists and promotional literature.

Offer the opportunity of a pre procedure consultation which is your chance to get to know your client and how best to meet their needs.  Most practitioners charge for a consultation but this is redeemable against the cost of the enhancement if the client goes ahead.  If the client is unsure about committing to a consultation offer them the opportunity to come down to the clinic to view your portfolio and meet you informally free of charge.

 

Customer needs:

The 4 basic needs of customers:

  •   The need to feel welcome –welcoming the customer acknowledges their presence and that you are happy to see them.  Let he know you will be with them shortly and use their name repeatedly in your first conversation, it allows you customer to feel valued within your day.
  • The need to be understood– Show understanding of your clients’ needs and fears.  Make good eye contact, listen carefully to their needs.  Focus your attention on your client and do not allow distractions or interruptions.  A client wants to feel like they have your undivided attention during the time they are with you.
  • The need for comfort– Comfort is one of every persons basic neds, make your client feel comfortable, be friendly professional and use empathy.  Make sure that your personal appearance encourages the correct image and that your area is always clean.  Ask the client if they are sitting comfortably and are warm enough before you begin the treatment.
  • The need to feel important– make sure the client feels important. People want a memorable experience and also to feel like they’re spending their hard earned income on quality products and services.

You must also be capable of assisting the client with a design choice based on bone structure, skin tone, facial balance and symmetry. When the client is unwilling to decide on her enhancement design have her look at your portfolio to help her understand the different designs and to see which she likes and doesn’t like.

Timing is everything, spend time talking to your client she will appreciate your patience and giving her time will most liking encourage her to commit to a procedure. Secure the appointment with a deposit.

Avoid confusing the client by offering alternative services and products, you can discuss further steps at the appointment, once the next service is completed and offer her loyalty discounts for further treatments if appropriate.

Educate the strong willed knowledgeable client, as she may be your best advocate and referral source.

Always be service minded.  Go out of your way to give pleasing services and results, these people are your clients… give the a WOW experience and they return and recommend you tenfold.

And think carefully about taking on a client with unrealistic expectations – these people are never pleased.

People will forget what you said

People will forget what you did

But people will never forget how you made them feel