How to get testimonials from powder brows clients?

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1. Background

This article draws from in-depth interviews with 62 experienced pigmentation artists, each with over four years in the industry. The artists selected for this research transitioned to pigmentation from various other fields, bringing diverse backgrounds and minimal prior experience in the beauty industry. Conducted mainly between 2020 and 2024, with several ongoing projects, the research centered on customer relations, marketing, and brand building. Most participating artists (51) were based in the European Union, with 7 in the UK and 4 in the US. Additionally, the observations from the article have been reviewed and commented on by two senior marketing specialists with higher education in behavioral psychology to give better insight into the underlying mechanics of the testimonial-asking process.

The primary aim of this article is to delve into the specific context and nuances of soliciting testimonials from clients following pigmentation procedures. It seeks to uncover the most effective strategies and behaviors, focusing on practical approaches that received widespread agreement among the participating artists. By analyzing their experiences and methods, the article aims to provide clear, actionable insights for pigmentation artists looking to enhance their client engagement and marketing efforts through client testimonials.

2. Effective approach

Different Skillset

Recognizing the distinct skill set required for acquiring customer testimonials is crucial, especially in powder brows. While exceptional pigmentation skills are vital, they aren't the only key to collecting client testimonials. The real secret lies in refining your communication approach. The blend of psychology and conversational skills becomes pivotal in the process of testimonial acquisition.

In this article, we explore the art of obtaining client testimonials to promote mutual contentment and satisfaction between the artist and the client. An important aspect we will cover is the psychological barriers artists might encounter in this process. Overcoming these hurdles is not just about asking for testimonials; it's about doing so in a comfortable and gratifying manner for both parties involved.

The Paradox of "Aggressive Waiting”

In sales and marketing, there's a concept known as “aggressive waiting” that often applies to the process of gathering client testimonials. But what does "aggressive waiting" actually entail? It describes a scenario where brow artists, instead of proactively asking for a testimonial, fall into a passive stance, hoping clients will voluntarily provide one. This approach is essentially procrastination disguised as patience. It represents a situation where artists miss optimal opportunities for feedback by letting the perfect moment to request a testimonial pass by instead of relying on the client to initiate feedback.

However, it's crucial to understand that merely hoping for the best is ineffective, particularly in business. This passive approach is seldom productive, especially in obtaining testimonials and referrals. If you find yourself in this " aggressive waiting cycle, " you must reconsider your tactics. Often, a simple and timely request can significantly boost your efforts in collecting testimonials.

Remember that your clients appreciate your work; sometimes, all it takes to gather their valuable feedback is a bit of initiative and the willingness to ask. So, instead of waiting for clients to come forward, seize the opportunity and actively engage with them to request testimonials. This proactive approach can make a substantial difference in how you collect and utilize client feedback for the growth and enhancement of your business. The paradox lies within the fact that “being too patient” actually leads to failure, and finding the courage to take action and be “aggressive” in the best sense compared to “non-action” is often vital.

3. Step-by-step tactics

The Timing

Identifying the perfect moment to ask for a testimonial is crucial, and in this context, timing can make all the difference. The ideal opportunity is when the client sees their new brows immediately after the procedure. Their emotions are most intense During this moment - joy, satisfaction, and excitement. This heightened emotional state makes them more inclined to share their positive experience.

Therefore, seasoned artists often strategically allocate five to ten minutes post-procedure to capitalize on this opportunity. This extra time is not just for wrapping up the session but also for engaging with the client, gauging their reaction, and requesting a testimonial. By doing so, artists can harness the client's immediate, genuine response, which often reflects the highest level of satisfaction.

Preparing the Client

Successfully obtaining a testimonial requires thoughtful preparation, beginning when the client first sees their new brows. A good starting point is to ask, “Do you like your new brows?” This straightforward question is designed to elicit a positive response, setting the tone for the conversation.

Once you receive that initial affirmative answer, it's time to delve deeper. Encourage your client to express their feelings more expansively by asking open-ended questions like, “That’s wonderful! What do you notice first about your new brows? What do you feel is the biggest difference? How do you think these brows change your face?” These questions are aimed not just at getting responses, but at guiding the client to articulate their positive experience in detail.

The next step, often challenging for many brow artists, is to practice active listening. After posing your question, remaining silent and giving the client space to answer is crucial. This means resisting the urge to fill the silence or lead the conversation further. By attentively listening to the client’s response, you create an opportunity to capture a genuine and detailed testimonial.

This approach of asking followed by listening is key in preparing the client to provide a testimonial. It’s about creating a comfortable environment where clients feel heard and valued, thereby encouraging them to share their positive experiences openly and enthusiastically. Remember, the quality of a testimonial often hinges on how well the artist can facilitate and then listen to the client’s feedback. Obviously, you can craft your questions that feel natural for you. The idea is to have an actual interest and demonstrate to the client that this is not just another “job well done” for you but that you are genuinely interested in the client's opinion regarding their new brows, especially what they like about those.

The Actual Question

Once you've engaged the client and they've expressed their satisfaction, the next phase in the testimonial-gathering process is to ask direct, decisive questions. These can include: "Would you be willing to recommend me to others?", "Do you think the work on your brows is good enough to recommend?", or "Do you feel this work is worth recommending?"

Most clients will likely respond affirmatively, whether as an instinctive reaction or out of politeness. Nevertheless, posing this question is vital as it sets the groundwork for the following action.

Taking Immediate Action

This stage is critical in securing the testimonial. Upon receiving the client's affirmation to recommend your services, express your gratitude and enthusiasm, and then encourage immediate action with a prompt like, "Excellent! Let’s do it right now!"

This step can be challenging for many artists as it involves the risk of immediate rejection or an uncomfortable situation. However, it's a pivotal move to shift away from polite assurances and passive waiting, often resulting in no actual feedback.

Encouraging immediate action can break the cycle of idle promises. This proactive approach requires confidence and a bit of boldness but is essential for transforming a client's verbal agreement into a tangible, useful testimonial. Remember, the success of this step largely depends on how you've built rapport with the client throughout the session. If they've had a positive experience, they're more likely to be receptive to this request and willing to provide a testimonial then and there. This approach helps ensure that the positive sentiments expressed by the client are captured authentically and promptly.

4. Psychological and Philosophical side

The Core Psychology of Breaking the Idle Pattern

As many experienced artists have observed, the key to obtaining testimonials lies in their readiness to disrupt the conventional patterns of interaction between the client and the service provider. In typical client-service provider relationships, such as those in the pigmentation industry, there's a cultural tendency to follow a set script of interactions. The service provider expresses interest, the client shows satisfaction, the service provider acknowledges the positive feedback, and the client promises to recommend the artist – these are the customary roles both parties often find themselves playing.

However, it's crucial to understand that merely acting out these roles is adhering to deeply ingrained cultural norms. This scripted behavior often leads to a cycle of polite but non-committal exchanges where real opportunities for testimonials are lost. On the other hand, artists who effectively gather testimonials do so by stepping out of these predefined roles. They're unafraid to break away from the traditional patterns of interaction.

Such artists understand that disrupting these typical behaviors is key to moving beyond surface-level pleasantries. They are willing to challenge the norm, pushing past the comfort zone of expected interactions. This might involve more direct questioning, a candid request for a testimonial, or even gently steering the conversation beyond the usual client gratitude to an actionable commitment.

The psychology behind successful testimonial acquisition is about recognizing and stepping beyond the cultural “script.” It's about transitioning from passive, role-driven interactions to active, purposeful engagement. This approach not only fosters more genuine and meaningful connections with clients but also significantly increases the likelihood of obtaining valuable testimonials that reflect the true quality and impact of the artist's work. Next, we shall explore the same phenomena from a more philosophical perspective to fully understand its essence.

Breaking the Cycle of “Das Man” Behavior

Understanding the psychological and philosophical underpinnings behind disrupting conventional behavior patterns is crucial. This concept, deeply rooted in psychology and philosophy, is exemplified in Martin Heidegger’s notion of "das Man" — a term that encapsulates social conformity.

Heidegger, a prominent German philosopher, introduced "das Man," which translates to "the They" or "the One." This concept refers to the social norms and expectations that shape our behavior, often leading us to conform to what is socially accepted instead of acting authentically or according to our desires.

In collecting testimonials after a pigmentation procedure, the "das Man" phenomenon manifests in the typical interactions between the artist and the client. Both parties often adhere to socially expected behaviors — like expressing satisfaction or promising future recommendations — without taking immediate, genuine action. This tendency is largely driven by a fear of deviating from conventional behavior or causing discomfort.

For artists to successfully gather testimonials, they need to overcome this social pressure and embrace a more direct, immediate approach. This requires challenging the influence of "das Man" by acting in a way that is true to their authentic selves and aligns with their business interests. To effectively collect testimonials, artists must be willing to engage in sincere, heartfelt communication, breaking free from mere social role-play.

The key to obtaining testimonials is the artist’s willingness to inquire if the client loves the results genuinely and, if so, to assertively request a public demonstration of this satisfaction. This request, however, must stem from sincere care and authenticity, not just from following a script based on social norms. By adopting this approach, artists enhance their ability to gather meaningful testimonials and contribute to building a strong, reputable presence in their field.

5. Practical Kind Confrontation

The Power of a Double Bind

One of the most effective techniques for obtaining testimonials is using a strategy known as a "double bind." This approach involves presenting the client with two appealing options, both leading to the desired outcome - a testimonial. For instance, you might ask, "Would you like to take a selfie here, or can I make a 10-second reel?" or "Would you prefer to write a quick Facebook review or make a selfie post with me?" or even "Would you like to create a fun TikTok reel or an Instagram post?" By offering these choices, the client feels a sense of control and involvement in decision-making.

Despite the apparent autonomy given to the client, a double bind subtly guides them towards providing a testimonial. On a deeper level, even if clients recognize that these options somewhat corner them, if they are genuinely happy with their new brows, they usually don't mind and are inclined to agree to one of the options. This method works particularly well because it's executed in a light-hearted, non-pressuring manner, making the client comfortable giving a testimonial.

Artists who are bold enough to employ this tactic often find it successful. It's a kind yet assertive way of asking for feedback, which helps gather testimonials and enhances the overall client experience. By using the double bind method, artists can effectively break through the hesitation barrier and encourage clients to actively promote their work, benefiting both the artist's portfolio and the client's satisfaction with their service.

An Important Observation About Double Binding

It's crucial to address a potential misconception regarding the double bind tactic. Some might view it as a manipulative technique akin to the strategies used to persuade children to choose one toothpaste over another to get them to brush their teeth. However, this comparison doesn't hold in the context of acquiring client testimonials.

The effectiveness of the double bind depends significantly on the approach previously discussed. If the artist has consistently demonstrated honesty, sincerity, and authenticity in their interactions, the client perceives the double bind not as manipulation but as an extension of this genuine relationship. In this context, an intelligent client recognizes that the double bind serves as a friendly nudge, guiding them to fulfill their part of the interaction here and now rather than deferring it indefinitely.

This perception is supported by numerous studies showing that clients often willingly accept this kind of "kind manipulation." They understand that the intent behind it is well-meaning and authentic, designed to help them keep their promise immediately rather than postponing it. In essence, the double bind is a tool that aligns the artist and the client on the same side, acknowledging a common human tendency to procrastinate. It's a strategic yet considerate way to facilitate immediate action, benefiting both parties involved.

Thus, when implemented with sincerity and in the spirit of mutual understanding, a double bind becomes a helpful solution to overcome human inertia. When used wisely and kindly, it enhances the client-artist relationship and contributes positively to the business's growth and client satisfaction.

6. The Power of Brutal Honesty

Earning Respect Through Candidness

One of the most effective strategies in building client respect is the practice of brutal honesty. Sometimes, a client might question the need for a testimonial with a straightforward inquiry like, "Why do you need it?" In such instances, artists find that an honest and direct response is the best approach. Many seasoned artists have found success and earned clients' respect by simply stating, "Because it's sales and marketing! This is how I get new clients!" This level of frankness is often more impactful than providing evasive or superficial reasons related to personal interest or self-improvement.

Breaking Barriers and Building Trust

Honesty is a cornerstone in forming and nurturing strong relationships, particularly in the beauty industry. When artists are forthright, it removes any sense of pretense or deception, breaking down barriers and fostering trust.

Psychologically, honesty cultivates authenticity, which in turn builds connection. Authentic individuals are perceived as trustworthy, dependable, and respectful - qualities that strengthen the bond between artist and client. Honesty not only makes the client feel valued but also respected. Additionally, honesty resonates with the psychological concept of "congruence," where an individual's internal feelings and thoughts are in harmony with their external actions. This consistency and reliability are traits that clients find appealing and reassuring.

In scenarios where artists explicitly explain their need for testimonials (such as explaining, “If you give the testimonial and other potential clients see it, they contact me, and I get new clients,”) they employ a straightforward, no-nonsense approach. This method, often called Occam’s razor in philosophy, suggests that the simplest explanation is usually the correct one. Therefore, in responding to such queries, there can never be "too much truth." Artists should avoid obscuring their intentions or overly embellishing their explanations. Being candid and clear is key to maintaining trust and respect in the client-artist relationship.

7. Reduction in Dissatisfaction

The Bonus of Asking for Testimonials

As discussed earlier, the approach to gathering testimonials has an often overlooked but significant benefit - it can greatly reduce client dissatisfaction in the long run. While this may initially seem counterintuitive, it is deeply rooted in the principles of social psychology, particularly regarding social pressure and personal responsibility.

The Power of Public Commitment

The concept of public commitment is a powerful psychological tool. According to the principle of "commitment and consistency," as detailed by psychologist Robert Cialdini in his book "Influence: The Psychology of Persuasion," people tend to stick to opinions or decisions they have publicly expressed. They do this to maintain a consistent image of their beliefs and attitudes.

When clients provide a testimonial immediately after receiving their new brows, they are effectively making a public commitment to their satisfaction with the service. This act of publicly endorsing and expressing contentment with their new look significantly reduces the likelihood of them expressing dissatisfaction later. The reason for this is twofold.

Avoidance of Cognitive Dissonance. Cognitive dissonance is the psychological discomfort experienced when holding conflicting thoughts or beliefs. If a client were to express dissatisfaction after publicly acknowledging their satisfaction, it would create cognitive dissonance. They are more likely to continue affirming their initial positive reaction to avoid this internal conflict.
Influence of Social Pressure. Publicly declaring satisfaction also involves a degree of social pressure. Once a client has made their positive opinion known to others, there's an implicit pressure to maintain that stance. Changing their opinion would risk being seen as inconsistent or indecisive, which most people naturally try to avoid.

In essence, giving a testimonial serves the purpose of marketing and establishing the artist’s reputation and plays a subtle psychological role in enhancing client satisfaction over time. By harnessing the principles of commitment, consistency, and social pressure, artists can create a more positive and enduring perception of their services in the minds of their clients.

8. Conclusions

As a pigmentation artist, understanding the psychology behind obtaining client testimonials is key to enhancing your business. The process starts with recognizing that the skill set for acquiring testimonials is distinct from your technical pigmentation skills. It involves refining your communication approach and understanding psychological barriers. Successful testimonial acquisition involves creating a comfortable and gratifying exchange for you and your client.

Avoid falling into the trap of "aggressive waiting," where you passively hope clients can offer testimonials. Instead, seize the moment right after the procedure when the client's emotions peak. Allocate extra time to engage with the client, asking open-ended questions and practicing active listening. This approach prepares the client and sets the stage for a genuine testimonial.

When it’s time to ask for a testimonial, ask the correct questions, listen actively, and finally use the “double bind” technique by offering two appealing choices that both lead to a testimonial. This tactic gives the client a sense of autonomy while subtly guiding them towards providing feedback. While some may view this as manipulative when done with sincerity, it's seen as a friendly and effective approach.

it is vital to understand that the psychology and philosophy behind successful testimonial acquisition in the brow pigmentation industry revolve around breaking conventional interaction patterns between “the client” and “the service provider.” This approach, rooted in the concept of "das Man," as introduced by Martin Heidegger, challenges the norm of conforming to socially expected roles and behaviors. Rather than adhering to the typical script of client satisfaction and non-committal feedback, successful artists engage in authentic and direct communication, stepping out of predefined roles to foster genuine engagement. This method leads to more meaningful connections with clients and significantly increases the chances of obtaining honest and valuable testimonials. By defying social norms and embracing an authentic approach, artists can effectively gather testimonials that reflect the true quality of their work and strengthen their professional reputation.

Successful artists who get testimonials embrace brutal honesty when clients question the need for testimonials. A straightforward response like, “It’s sales and marketing! Your testimonial helps me attract new clients,” can earn you respect and trust. This candor breaks down barriers, fostering a stronger connection between you and your clients.

Lastly, don't overlook the power of public commitment in reducing client dissatisfaction. When clients publicly express satisfaction, they're more likely to maintain that viewpoint, thanks to the principles of dedication and consistency. This approach not only aids in marketing but also enhances overall client satisfaction and loyalty.

Implementing these strategies will help you gather testimonials effectively, boosting your reputation and business success in the brow pigmentation industry.