Posted by Nadia Burgess on January 3, 2017
Customer experience begins as soon as your client walks through your door. With this in mind, it’s vital for you to give them the very best experience. Not only will that give them the confidence that you’re a true professional but it will also give them plenty of ammo to spread the word amongst their friends and family, helping to build your brand awareness.
The experience starts from the first contact
Whether it’s a phone call, face to face meeting or a message via social media, keeping a professional yet friendly tone throughout your communications should be at the forefront of your mind. You want to remain personable so your client can approach you with any questions or concerns they have, but at the same time it’s key not to lose a professional touch. After all, you are performing an invasive procedure, so you should show clients that you are knowledgeable and they are in safe hands with you.
Explain the procedure clearly
As difficult as it may be, try to avoid jargon and technical talk when explaining the procedure to your client and any potential clients. This will keep the individual informed and manage their expectations of will be achieved during the treatment. During the consultation, you should also ignite two-way conversations and ask lots of open questions so you can decide on the perfect brow shape, lip colour or eyeliner treatment whilst making your client feel comfortable.
Give the client confidence
It goes without saying that your treatment room should be extremely clean and free from clutter, so we advise you to block out some time each day to give your space a thorough deep clean. When thinking about cleanliness, it’s a nice touch to show the client the brand-new needles when you get them out of the packaging so there is no doubt in their mind that you are using fresh needles for their treatment. Likewise, at the end of the treatment dispose of the needles straight away too.
Create the right atmosphere
Think about other factors too; have a variety of music on hand that can be tailored to the clients’ preferences to help them to relax. The last thing you want to do is unnerve a client, especially if it’s their first procedure, so make sure there are no distractions. Switch your phone off and ensure that there will be no one coming into your room during the treatment, your client needs to feel that they are your number 1 priority at all times. The less contact you have with other people or objects the smaller the chance of any cross-contamination risks too. Try not to talk about your personal life with a client too much, the appointment should be all about them and make them feel special.
A parting gift
After going through the aftercare instructions, why not give your client, old or new, a little parting gift? A branded gift bag containing their aftercare balm, instructions, your business card and a handwritten thank you note is a very nice touch which we have seen be highly effective with numerous artists. If you want to go the extra mile, you could even include some individually wrapped sweet treats, a makeup item or a mini set of toiletries. It won’t cost you much in comparison to the cost of the treatment so making a special effort will help you stand out and be remembered for all the right reasons. Plus, they are likely to share the photo on social media, giving you free increased exposure.
What do you like to do to give your clients the best experience? We’d love you to share your tips and tell us about the amazing things that you do so we can all learn from one another.