Having a career in the beauty business can be very rewarding. You help people feel more confident about the way they look and it is really fulfilling when a customer leaves your permanent makeup salon with a smile. You will get to meet and know different people every day. Some of them may even become your friends.
However, working with people is definitely not easy and you will come across difficult clients and awkward situations that can be very stressful and keep you sleepless at night. Some of them can have a bad influence on your business, so it is important to know how to deal with them professionally and avoid any major arguments.
Here are the most common situations PMU artists find themselves in and we are giving you some useful tips on how to deal with them.
The client is not satisfied
You were completely committed to explaining the whole process and informed the client what to expect during and after the treatment. You did the pre-draw properly and the client agreed to the shape and style. You are satisfied with your work. But somehow, when the job is done, the client says that that’s not what they wanted. The brows are too thick. They are too dark.
What you need to do is to warn your customer in advance what to expect after the treatment. The brows will look too dark and maybe swollen. Some of them may experience a shock due to a big transformation. They need some time to get used to their new look. It is important to tell them to be patient, not to panic and not to ask for correction immediately. If they don’t like their brows after a month, the touch-up appointment is there to fix all the imperfections. The color will fade during the healing period. Your clients need to know that you are here for them and you understand what they are going through.
However, you need to be careful because there are numerous cases where people claim they are unsatisfied even though they had agreed to the pre-draw. They might ask for a refund, and that is where you need to stick to your policies and be confident about your work. All the clients need to sign a consent form prior to the treatment which clearly states that they agreed to let you perform the treatment.
The client has problems during the healing
The client left your salon head over heels with their new brows. However, when the brows started the recovery process, some scabbing occurred and there is no pigment at all! It looks like the treatment has failed. The brows look patchy and uneven.
Your clients need to know that these things are quite normal. After the initial treatment, it is important to give your customer clear aftercare instructions to follow. The best option is to print the aftercare rules on a card and include it in your aftercare kit so that they don’t forget because they might be a little bit smitten after the treatment. They need to know how important it is not to pick the scabs and not to wear makeup until the peeling period is over.
The client threatened to leave a bad review
Picky clients are something you need to learn to recognize as soon as you start working. Some of the red flags include too many messages, too many questions about your professionalism, coming to the appointment anxious and frightened, and trying to negotiate the price. Some of them even go as far as to threaten to leave a bad review if they are unsatisfied. As a beginner, you are probably afraid that bad reviews can harm your business.
This dissatisfaction usually comes from a brow shock, so in order to avoid this, you need to prepare them for what is coming. If you feel a bad vibe from the client, it is better to send them somewhere else.
If the client is angry and attacks you, take some time to calm down and don’t take it personally. Be confident in your work. The best way to communicate with demanding clients is to show them you understand how they feel, apologize and not defend yourself. It is better to try to figure out what you can do together to fix the problem. For example, if the client is complaining about the look of their brows immediately after the treatment, tell them to be patient and wait. Remind them of the aftercare and that the final results will be visible after the touch-up.
The client is too demanding
Some clients are just too complicated. They come to the treatment and even after you go through consultation and explain everything in detail, they still meddle all the time and tell you how to do your job. They hold the mirror and check the progress constantly, and you can obviously tell they don’t trust you. You get nervous and can’t wait to finish the treatment. This leaves you emotionally drained, and too tired for the next client. It may affect your work through that day.
This is why consultations are important. You always have to get to know the clients a little bit before you start microblading their brows. This is especially important for beginners in the PMU industry. It is better to spend some time on the consultation with a new client and the mock-up consultation. If you are getting bad vibes from the client, maybe it is best to politely reject providing a service.
The client wants something you can’t do
Some clients can be adamant about their wishes, even though you know that there is a problem there. For example, a client has extremely oily skin and wants microblading, but you know they will not get separate strokes, that the pigment will run and that they will fade too quickly. Even the most experienced microblading artists have difficulties with microblading oily skin and this can be especially hard if you are a beginner. So you recommend some other treatment, such as powder brows, but they refuse.
Calmly explain all the reasons for your recommendation and tell the client that the healed results will not look as they wish them to. If the customer still insists on microblading, tell them that you cannot perform it.
The client is negotiating the price
The potential client asks for the price and claims that you are too expensive and “the other place charges much less.”
Under no circumstances should you lower your price! Be confident about how much you charge and politely explain that you won’t change your prices and that they can go to that other place. If the person still decides to book an appointment, be careful about how they behave – prepare yourself mentally that they may not be the easiest client to work with.
The client wants you to fix someone else’s work
When you first start out you get so excited and want to take every client, even the ones that are kind of out of your scope of practice. A client asks you to correct someone else’s work and you are thinking of accepting it because you need customers.
Correcting someone else’s work requires a lot of experience, especially if the work is botched. It is advisable for beginners to work on virgin brows only. The best option is to ask for a picture and see if you actually can do something about that. If the job is too botched, recommend a removal.
Also, treat them as new clients and charge the full price. Explain that the touch up price applies to your existing clients only. Make sure this is clear before you start working, otherwise the client may complain.
Late or frequent cancelations
The client cancels explaining that it is due to an emergency, asking for another appointment. The problem is, when they cancel immediately before the appointment, it is too late for you to make another booking. Another problem is clients who cancel quite often and move their appointment when it suits them. This is a waste of your time.
Require a deposit when booking. Clearly state that it is a non-refundable and non-transferable booking fee. If the client cancels too late and you don’t have enough time to book someone else, take the deposit.
If you deal with multiple no-shows from a client and it just stresses you out, it is time to politely reject that client by saying that due to your history of multiple no-shows, you are not willing to make another booking. An even better option is to require full, non-refundable payment in advance. This will likely make them show up on time.
Other people in the room
The client shows up with a friend or a relative and wants them to keep them company while you are doing your job. This is usually a person that will monitor your work and make comments.
No, just no. Nobody is allowed in the room, only you and your client. The friend can wait outside. Another person in the room will affect your focus. Explain that this is the policy of your salon and don’t make exceptions.
Dealing with difficult clients is a part of a job and every new situation will make you smarter and grow. The key is to be confident and stick to your policies.