by Teryn Darling June 15, 2023
Getting permanent makeup is an exciting and transformative journey for your client to start. However, the client experience plays a crucial role in ensuring satisfaction and building long-term client-artist relationships.
1. Pre-Appointment Communication:
Clear communication is the foundation of a positive client experience. Think about their first point of contact, is it you, an assistant, or your front desk support? Whoever it may be, the first point of contact is extremely important. Whether it's through phone calls, emails, or social media, it's important to provide detailed information about the service, address any concerns, and set realistic expectations and boundaries. If you feel unsure of a client, now is the time to decide if you're willing to take them on. If you're not, simply tell them you're not the artist for them and cannot take them on as a client at this time. Prompt responses while remaining your authentic self will create a sense of trust and professionalism.
2. Consultation Process:
A thorough consultation is key to understanding the client's goals, preferences, and concerns. Taking the time to listen actively, ask relevant questions, and offer expert advice helps in creating a personalized PMU plan. Show them your before and afters, offer to do a pre-draw, and explain how you're choosing their color. Explaining the procedure, discussing potential outcomes, and showing visual references instills confidence and ensures the client feels heard and valued.
3. Managing Expectations:
Transparency and honesty are vital in managing client expectations. Clearly communicate the potential limitations and results of the PMU procedure, and provide realistic timelines for achieving the desired outcome. Inform them of the healing process; this will help eliminate brow shock! Managing expectations effectively reduces the likelihood of disappointment and ensures a more satisfying client experience.
4. Post-Care Instructions:
Providing comprehensive post-care instructions demonstrates your commitment to the client's well-being and the longevity of their PMU results. Clear guidelines on aftercare routines, products to avoid, and potential side effects equip clients with the necessary knowledge to care for their new PMU. In your aftercare kit, consider adding the products you recommend, or have them in your lobby for retail. Ensure you have a way for them to communicate with you and have their touch-up scheduled before they leave! They may not end up needing one, but if they do, you'll be prepared to have them in your schedule.
5. Building Long-Term Relationships:
A successful PMU experience goes beyond the initial appointment and even further past amazing work. Cultivating a relationship with clients fosters loyalty and encourages repeat business as well as referrals. Regular check-ins, personalized recommendations for other services, and exclusive offers can go a long way to make clients feel valued and appreciated. Building a strong connection also leads to positive word-of-mouth referrals!
Providing a seamless client experience is the start of a successful PMU business. By focusing on effective pre-appointment communication, managing expectations, and providing comprehensive post-care instructions, PMU artists can ensure client satisfaction, build trust, and nurture their long term client-artist relationships which will go miles towards establishing a thriving business in the PMU industry.
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