How to establish contact with a client: tips for a permanent makeup master

The first impression, if it is favorable, can be the beginning of a long successful relationship. Therefore, establishing contact with the client is considered the most important foundation on which the master will build all further cooperation with him. Are there any rules of competent contact with the client? Are there differences in approaches? Read in the material

Customer focus should be a top priority in permanent makeup as micropigmentation is part of the service industry. The client will trust the specialist and show constant loyalty not only when he is satisfied with the final result of the PM master’s work, but also when he assesses how well the master can communicate with the client, whether he understands his expectations and needs correctly.

The general impression of a person (according to psychologists) is established in the first 15 seconds of communication. In this short time, the master must demonstrate his level as a professional. But this is not enough. During this period of time, it is still important for a specialist to gain the trust of the client and establish personal contact with him.

Contact of the master and the client

What is the basis of the client's opinion of the PM during their first meeting? There are three factors that can affect a first impression:

• appearance of a specialist;
• as the specialist says;
• what the expert says.

The appearance of the master is the calling card of a specialist working in the beauty industry. For clients who come to a beauty salon or a PM office, the main criterion is the well-groomed appearance of the master: what condition are the makeup, hairstyle, manicure and how neat and appropriate is the master's clothes.

Poor service can do: unnecessarily short skirts or dresses with a deep neckline; an abundance of jewelry (both gold and jewelry); bright and sloppy makeup and untidy hair. By the way, the master’s very long nails can also repel some clients.

Verbal and non-verbal communication

Through oral communication, people receive only 7% of information, and 93% are perceived verbally, using body language. Only by observing the ethics of communication and knowing the basics of psychology, the master will be able to do his job with greater efficiency.

A friendly smile and eye contact with the client will help win the client's trust. During the first meeting, it is very important to introduce yourself, get the name of the client and then use it as often as possible when talking. In accordance with body language, posture and body movements should be "open" - it is not recommended to cross your arms and legs, as well as keeping your hands in your pockets. When talking while sitting at the table, it is better to turn the body towards the client. Psychologists recommend using an approach called the "mirror effect" to quickly establish contact and gain the client's trust. It consists in trying to “mirror” the client’s movements (body position, posture), or his manner of speech (for example, repeat the end of the phrase he said after the client). This will allow the client to relax and the atmosphere will become more comfortable.

It is important not only to be able to speak, but also to listen. The master needs to show interest in what the client says, ask additional and clarifying questions - this will make it clear to the client that you are sincerely interested, trying to understand the client’s request in detail and understand the situation. Do not interrupt the client or show that you are very busy and in a hurry.

In addition to the fact that the specialist is obliged to provide the client with comprehensive information about the upcoming procedure, he must be a polite and pleasant conversationalist. Try not only to attack the client with an abundance of questions, but also clarify the answers received so that the client understands that his wishes will be heard and taken into account during the PM.

Communication should not be interrupted during the consultation phase. During the procedure, the master must comment on all his actions, check with the client how he feels. If during the conversation you operate with professional terms that may not be familiar or understandable to the client, be sure to clarify what they mean. At the end of the procedure, clarify again: “Do you have any questions?”, “How did you endure the procedure in general?”. This will allow the client to be convinced that you really care about his feelings.

Do not criticize the client, discuss his personal life. Do not bring up religious and political views in the conversation.

Client needs

All clients who come to the PM procedure have one desire - that the result looks beautiful. Complicating the work of the master is the fact that not everyone can tell what exactly they want to do to achieve the desired result. Therefore, the main task of the PM master is to find out all the needs of the client.

It is better to ask the client open-ended questions that require detailed and detailed answers: “What makeup do you use in everyday life?” or “Which style do you prefer?”. Then move on to clarifying questions that will help you make a final decision regarding the procedure: “You want to add brightness to your lips, right?”, “Do you still prefer lips to look natural?”. As a result, the sketch should reflect all the details spoken by the client. At the same time, the master must remember that, for example, the contour of the lips drawn with a pencil should look the same as the future result of the PM, in order to enable the client to see the PM on his face before it is too late to correct anything. This will protect the master from conflicts, and the client from misunderstandings and disappointments.