Going to a new studio or getting a new service can be intimidating for some clients. A personal service can make clients feel pretty vulnerable as they have to lay down with their eyes shut throughout the whole service. Having a good bedside manner will help put your client at ease so they can enjoy their service with you.

APPEARANCE AND ATTITUDE

A client’s first impression of you will usually determine their confidence in you. You want to dress professionally and appropriately – regardless of whether you’re working from a home or commercial studio. Have a positive and pleasant demeanour to make the client feel safe and welcome in your studio.

ATMOSPHERE

Whether you’re working from a home or commercial studio, you should always maintain a clinically clean space. Your studio should be clean and sanitary at all times. You want your client to feel like they’re in a professional studio, not a basement operation.

Create an atmosphere that is soothing and helps clients relax. Select relaxing background music or something that your client may prefer. You may use a room fragrance to create an ambience.

CLIENT CONSENT

Have clients fill out a history/waiver form before servicing them! Your waiver history/waiver form should include important information such as client contact information, health history and should outline all your business policies. If you want to take client photos for promotional purposes, ensure to include it in your waiver form and obtain consent before taking and using pictures.

KNOW YOUR CLIENT

Start a conversation with your client! Get to know them, determine their expectations and discuss any concerns they may have. If they have had a brow lamination done somewhere else before, ask them what they liked and disliked about them – this gives you insight into their expectations and allows you to tell them what makes your services different. Having a conversation with your client allows them to voice any questions or concerns – once those are addressed, they’ll feel more at ease. Ensure to make notes under their history form so you can refer back to it when needed.

IT’S ALL ABOUT THE CLIENT

You need to give your client your undivided attention during their appointment! That means no texting or calls. You want your client to feel confident that you’re giving your 100% during their time with you.

First impressions are important! You’ll want to know how you did and what your client thought of their appointment. This lets your client be transparent with you and let you know anything they may not have liked during their service. When receiving feedback from your client, it gives you the opportunity to rectify the issue(s) and get a second chance. If you don’t open a line of communication with an unhappy client, they’ll often go elsewhere without saying anything. Following up with a client after their first appointment with you can increase your client retention and provide critical feedback on improving your client experience.

You’ll want to follow up 24-48 hours after their appointment via a call, text or email. Some scheduling platforms, such as Schedulicity, offer an automated client follow-up/thank-you message as part of their online booking platform.

FOLLOW UP 24-48 HOURS AFTER THE APPOINTMENT

Start with thanking your client for trusting in you for their service. You want them to know that you’re grateful and you care to create a long-lasting business relationship with them.

Be proactive! Remind your client of the proper aftercare to ensure that they get the most out of the beautiful results from their service. In addition, advise them of what to expect as the lift grows out and when to rebook their next service to maintain their results.

You’ll want to ask the client how they’re liking the results and if they enjoyed their experience with you. If you receive negative feedback – ensure to acknowledge it! Assess the issue and determine what you can do to rectify it. It shows your client that you care about their experience and are willing to go the extra mile to ensure that they’re happy.

Although negative feedback can be discouraging, it’s important to remember that feedback is a gift. You’ll be able to use your client’s feedback to improve your business, which will make your business better than ever! There is always room for improvement, regardless of how long you’ve been in business!

REBOOKING REMINDER 1-2 WEEKS AFTER APPOINTMENT

Clients should re-do their brows every 6-8 weeks, depending on how quickly their hair grows. If your client hasn’t rebooked yet, follow up with them to ensure that they remember!