The key to a successful business, is a steady clientele. Anyone can get a client to come in for the first time. It’s keeping the client that’s hard. So how successful are you?
Go through your client list and see what percent of your clientele actually comes back as a regular repeat client. They are the ones that build your business. If your clients are not coming back after that first initial visit, the #1 reason is that just, bottom line, they were not happy with what you did. And the #1 reason as to why is because too much was taken off their brows.
There are other reasons as well. The client felt
- she wasn’t listened to (she wanted tweezing, but got a brow wax instead) or
- she felt that it would be too difficult
- too expensive or
- too time consuming to make regular appointments to keep it up.
The only way to insure a happy client is to talk to them. The cornerstone of becoming successful at doing Brow Shapings is to listen to your clients. The Model Brow® Consultation literally guarantees that your client will come back. Why? You were able to give them exactly what they wanted, with excellent results and an assurance that they will be able to maintain their brows in between appointments if they want, with your help.
The Model Brow® Consultation
Step By Step
- Introduction
- The Story
- New Client vs. Return
1. Introduction
By far the Introduction is the most important part of meeting any new client. it puts them at ease, it gives them a professional image of you, and they walk into the service feeling like you know what you are doing. How do you do this?
The 2 Step Introduction:
Step 1. Shake Hands
Your handshake tells your client everything about you in 5 seconds. Are you nice? Friendly? Approachable? Easy to talk to? Is your handshake gentle yet firm? Or is it rough and hard? Remember that your handshake tells them how you are going to be working on them, so a firm yet gentle handshake will calm any fears.
What the handshake also does, is break the glass ceiling between you and your new client. Everyone has a comfort zone around them which extends as far out as one’s arm. Come closer than that without their permission and you’ll likely get an uncomfortable vibe from them. But shake hands first, and the invisible wall is broken.
HOMEWORK:
Try this with several of your clients and shake the hands of some, and not others. Now gage the feeling of the appointment and service with your client. Did you both feel comfortable and at ease? Or was it slightly awkward? Every time I feel a sense of uncomfortableness from the client, it is always because I forgot to shake her hand.
Step 2. The Story
Every client has a story, whether she thinks she does or not. I start every consultation with,
“So, tell me your eyebrow story!”
And everyone has one.
So what does the story tell me? Everything they liked and didn’t like about their past experiences.
NEW CLIENT CONSULTATION:
If this is a new client; these are the five questions you will ask her. And it only takes a few minutes.
1. What was your last eyebrow shaping? Tweeze? Waxing? Threading?
This tells you what the service was, and if she was happy or not with it.
2. How long ago was the last appointment?
This shows you how fast her eyebrows are or aren’t growing in that length of time.
3. Have you cleaned up or tweezed since your last appointment?
This tells you if she’s comfortable cleaning up or not, and if so, how much does she actually do? A lot? A little?
4. What are you looking for now?
Is she looking for just a clean up? A complete brow makeover? Is she trying to grow them in thicker? This tells you how much or how little of a change she is looking for.
5. Which do you prefer? Tweeze, wax or both?
This is the most important question you can ask your client. Because based on past experiences, they may not want waxing, even if it’s the best techniqiue for their brows. Always go by what the client requests, not by what you think would work best. If the client wants tweezing, and you insist on waxing because of her brow or hair type, she is not getting what she wants and probably will not come back, no matter how great the eyebrow looks when you’re done.
RETURN CLIENT:
Are they a return client? You need to ask them about their last appointment with you.
1. Get their feedback.
Were they happy with the service?
2. Do they want the same shape as last time?
If not, then what needs to be changed?
3. Are they growing their eyebrows in thicker?
Always ask. You never know.
4. Are there any adjustments that needs to be changed?
Do you need to adjust the arch? Take a little more off? Are areas that are needing to grow in, growing in?
TIP: As you are talking to your client at this point, sanitize your hands in front of her as you talk.