Most of us are aware that people who come into our facilities for skin care treatments for the very first time often feel defeated. If they have had treatments in the past and the results were less than helpful they are often wary of trying yet, another therapeutic approach. Coming in for a first visit highlights the problems they have had in the past. In many cases they left their previous specialist because of ineffectual and inadequate solutions that made them feel as if they had been taken advantage of.
There are many reasons why a new client or patient makes a shift and changes facialists. Reasons we must be mindful of. It is important for us to hear their thoughts about what prompted their departure from their previous skin care provider’s care. Even if we disagree, we must still be respectful of their feelings as they try to communicate to us what it is that they are searching for. There will be situations when what we hear will be nothing more than a perplexing array of details, some of which, will not only be confusing, but contradictory.
The best way to put a new client or patient to ease is make them the center of our attention. By acknowledging their perceptions, attitudes and values we demonstrate that we will not repeat the same incidents that drove them to us. Emotions are an important element of every new transaction between an aesthetic provider and a client / patient. We must become skilled in recognizing their potential value. By being responsive to a first time client / patient we eliminate much of the apprehension that accompanies his or her initial appointment with us.
To help first time clients / patients make a successful transition to our skin care centers we must be very attuned to their opinions about what did not work for them and encourage them to express these sentiments openly and honestly without hesitation, even if we disagree. Many clients and patients believe in the fallacy of the “perfect” provider and, of course, we know there is no such thing. There will always be occasions when there will be differences of some sort or another, but regardless of what we think, we must listen diligently, in a supportive and responsible manner, in such a way that we do not come across as judgmental.
First timers carry with them a lot of assumptions. If we want to keep new clients / patients we must assist them to voice their preferences from the beginning so we can gently guide them to make the right choices. Only in this way, can they ultimately, make the best decisions for themselves instead of, passively accepting whatever is done to them. When we are more considerate of their needs – they are more likely to be compliant despite the fact that they came from another provider who may have violated their wishes and made them distrustful.
Copyright ©2010 All right reserved – Victoria L. Rayner
More resources on the Subject:
Happy Client’s Newsletter
More Information for Keeping Your Clients / Patients Happy
Ten Sure-Fire Ways to Get Clients to Love You
Customer Service Tips