In the permanent makeup office: the subtleties of communication with the client

Victoria Lisitskaya, methodologist of the training center "Cosmotrade", winner of the championship "Permanent style of Ukraine", speaker of the scientific and practical conference on permanent makeup "Picturesque Beauty"

It is no secret to anyone that the permanent makeup market is very saturated with masters. If five years ago, customers themselves were looking for masters and the supply of this service did not exceed demand, today the situation is completely different. Almost every beauty salon has a working master. In addition to the fact that the number of masters has increased significantly, the average quality of the service provided has also become higher.

For example, 5-7 years ago, for every 10 permanent makeup masters, approximately one master had a high qualification. Now the industry, thanks to the abundance of various training events, has made a huge leap forward. A lot of conferences, master classes, online training, webinars are held. both paid and free. And only a very lazy master, with such an abundance of available information, does not seek to improve his skills.

There are a lot of good masters now - it's a fact! How to be competitive in this situation? The most important thing, of course, is professionalism in work. But, in addition to this, you must be a master, whom your client will definitely recommend to his friends and colleagues, relatives and acquaintances.

The main principle of communication with the client

It is very important to be able to communicate properly with the client. Even if the work is done perfectly, but you did not find a common language with the person, he will never recommend you and is unlikely to return. The most important principle of communication: never lead to conflict situations! Psychologists agree that if you have already entered into a conflict, then you are 100% lost, even if you are right. Let's see why this statement is true.

1 option. The client is in conflict. For example: the work was done poorly, the color was chosen unsuccessfully. A conflict can occur in one case: the client sees flaws, but the master categorically does not admit his mistake. This is the most unfortunate version of the conflict. You can get out of it only by offering to correct the situation (if possible) with the help of a correction. Or do a free deletion. In this case, it will be possible to soften the impression of the client about the unsuccessful procedure by the fact that you are a responsible master and always care about the result.

Option 2. In a conflict of rights, the master, the client is not right. Even if in a dispute with a person you manage to prove him wrong, he will still never come back and will not recommend you. Consequently, it is possible to emerge from the conflict as a winner, but at the same time losing the client forever. We are interested in his loyalty.

It will be much easier to avoid conflicts if you build communication with a person, taking into account his psychotype. We work in the service sector, our profession can be described as a “person-to-person” type. It is very important to be able to recognize the psychotype of the client and, depending on it, competently build a line of communication and your speech. This will help to significantly improve the quality of service.

Client types

Types of people can be divided according to the characteristics of their behavior: according to the way of perception and processing of information, lifestyle, motivation of behavior, etc. Each of us is individual, today we will consider psychotypes according to the characteristics of perception and processing of information.

The following psychotypes are distinguished:

• visual
• auditory
• kinesthetic
• discrete

visual

Visual clients prefer to receive information primarily through images. It is important for them to see the color, the shape. They perfectly remember what they once saw, but it is difficult for them to remember sound information. They follow fashion and it is important for them to be surrounded by beautiful interiors and objects. For them, the appearance of the master and his office is very important. For this type of clients, it is worth preparing catalogs with a choice of shades, colorful pictures. When communicating with them, try to use the words more often: “pay attention”, “look”, “see how beautiful it is”. Also, this psychotype likes to use gestures in communication. If you want to convey information more accurately, feel free to use gestures. When referring to the master, visuals often use the phrases: “I want to show you”, “how it will look”, “let's see”.

Audials

Audials receive basic information through sound. Listen carefully to what the speaker is saying. Pay attention to the timbre of the voice, intonation, volume. Audials love to listen to music, talk and ask different questions. In a conversation, the words most often used are: “listen”, “I heard you”, “tell me”. Such people listen attentively themselves and really do not like being interrupted - this can offend a person very much and push them to a conflict. Also, the master must correctly build his speech in order to explain the features of his service in an accessible way.

kinesthetics

The perception of information in this psychotype occurs with the help of touch: tactile sensations, smells, temperature. In communication, kinesthetics can often twist various objects in their hands, pull on a button, etc. For them, the general feeling of the specified service is very important: how comfortable was their stay in your office, whether the sensations are painful, how the master touches them (delicacy is very important here). To facilitate communication with them, you need to ask them questions: “how do you feel now?”, “Are you comfortable?”

Discrets

Such people perceive information well with the help of numbers, signs, logical arguments. In a conversation with this type of clients, everything is based on logic, their speech is specific, without lyrical digressions. Often use the words: "logically", "therefore". For them, the usefulness and functionality of the acquisition are important. In dealing with them, it is worth focusing on the result.

Learn to understand the psychology of customers! With the right communication and professional work, people will come back to you again and again, as they will be confident in your professionalism.