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Dr Tim Pearce
Dr. Tim firmly believes one of the keys to a successful aesthetics business is client satisfaction.
Which sounds obvious but mix it into an industry with so many unrealistic expectations and one that is surrounded by stigma and it becomes more complex than that.
Dr. Tim shares his 3 fundamental rules for every Botox and Dermal Filler patient to ensure client satisfaction.
1. A Post-Procedure Results Timeline
A results timeline could be the difference between a satisfied customer and a complaint.
Your clients are paying for a service and will have their own expectations on how long it will take for the desired effect.
For example, after a Botox procedure it can take up to 2 weeks for the muscles to fully relax and possibly longer for the skin to recover.
If you do not take the time to inform the client on this information, then they will not be happy with anything less than instant results.
2. Be realistic on complications and results
Your customer will feel more comfortable and confident in a procedure if they are well informed.
If they have the knowledge and you build a treatment plan together, as a clinician you won’t be under as much pressure and the client will be more likely to be satisfied with the result.
Tips for what you can say and do with your clients are;
- If the Botox is being used to treat a deep line, they may need a top up procedure or fillers to obtain the desired results.
- Always encourage your customers to ask questions prior to treatments, this will give them peace of mind.
- Before & After’s are a great way for you to keep your customers happy as they can see the results of their treatment.
And most importantly, don’t be afraid to talk about the risk of complications. Think that if a complication were to occur, your patient will feel much safer if you have spoke about it beforehand.
See Dr Tim’s article on how to communicate complications to clients:
https://www.skinvivatraining.com/2019/03/19/how-to-communicate-complications-to-clients/
3. Follow up, follow up, follow up
As a medical professional, you have a duty of care to your clients.
Post-treatment it is vital you make sure your client is happy with the treatment and no complications have occurred.
Some complications of Fillers or Botox can have a delayed reaction, meaning it is vital you follow up after the appointment.
To learn more about all the complications;
https://drtimpearce.com/courses/dermal-filler-complications/
https://drtimpearce.com/courses/botulinum-toxin-complications/
This follow up will allow you to do a well-being check on the client as well as making sure they are in good health and haven’t had a negative reaction.
You may wish to do this just over the phone or with a face-to-face consultation.
From the client’s point of view, it shows that you care about your patients after-care, this will help build trust with a client and build a positive business relationship with the client.
