How to resolve conflicts with clients in brow business

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1. Background

The content of this article is based on interviews with 56 pigmentation artists, all with at least three years of experience in the field. These research projects were conducted from 2020 to 2023, and many are ongoing. Of these artists, 47 are in EU countries, 6 in the UK, and 3 in the US. The research primarily focused on different aspects of customer relations and marketing. Observations from those interviews have also been analyzed by two therapists specializing in cognitive behavioral therapy techniques and practicing a wide range of quick intervention therapy styles.

This article mainly concentrates on resolving customer conflicts and offers practical advice to help artists, particularly those just starting, avoid extensive time and effort in resolving unnecessary conflicts.

2. States and underlying reasons for conflicts

Understanding the true cause of conflict

We're all familiar that not every day is equally good. Sometimes, we may find ourselves in a less-than-ideal mood due to personal challenges, be it family issues, relationship struggles, or simply the ebb and flow of our natural emotional cycles. Recognizing how these personal states can significantly impact our client interactions is crucial. When an artist engages with a client while feeling down, the likelihood of misunderstandings or conflicts increases.

The primary lesson here is straightforward yet profound. The way an artist perceives a client's behavior, actions, and words is deeply influenced by their emotional state, far more than many realize. Therefore, viewing all client interactions within a broader context is vital.

Conscious awareness of underlying emotions

For instance, an artist might unintentionally create a confrontational atmosphere if they are preoccupied or troubled by personal issues. This doesn't necessarily mean the artist is aware of this influence; the connection between their underlying emotions and the ensuing conflict often isn't consciously recognized. Many artists might misinterpret the situation, attributing the reason for any confrontation to the client's unreasonable behavior.

It's essential to acknowledge that artists often might not consciously detect these emotional influences. Therefore, understanding this dynamic is key to effectively managing and resolving conflicts. By recognizing how personal emotions can color perception, artists can approach potential conflicts with a clearer, more balanced perspective, leading to better resolution strategies and harmonious client relationships. Taking greater persional resposbibility for all client interaction, including conflicts is only possible when one sees those in the context of their own life and realizes that their mental state has a considerable effect on such situations, always.

3. Preparation as a key to conflict prevention

Taking time to prepare for client interactions can significantly reduce the likelihood of conflicts. Even when you're not in the best of moods, a little preparation can go a long way in ensuring smoother, more positive interactions. Here's how you can approach this.

Knowing Something vs. “Blank Slate” approach

Understanding who is coming for a brow treatment can be incredibly beneficial. It's far less likely that a conflict will arise if you have some background information about the person before your first face-to-face meeting. Some artists may resist this and want to have a “blank slate” approach, fearing they might develop prejudices about the client. However, our research shows no evidence that avoiding prior knowledge correlates with fewer conflicts or better customer relationships. On the contrary, artists who take a few minutes to learn something about their clients beforehand often report being able to better connect with them during the live interaction, thus reducing the chances of conflict.

Knowledge has a positive influence on behavior

When you know a bit about your client's preferences, personality, or past experiences with brow treatments, you can tailor your approach to better meet their expectations. This alignment helps create a more personalized and understanding atmosphere, which clients appreciate and respond to positively. Your preparation doesn't just help you understand the client better; it also allows you to set the right tone for the interaction. By being informed, you can approach the meeting with confidence and composure, which can help mitigate any negative emotions you might be experiencing.

The Power of "Feeling Like You Know Someone”

Social psychology suggests that we tend to have warmer interactions with people we feel we know something about. This isn't just theoretical; it has practical implications for your business. Approaching a client with an attitude of familiarity and warmth can make them feel more comfortable and positive, significantly reducing the chances that they'll respond negatively or critically during their appointment.

Finding something out about the client before treatment

From the practical point of view, many successful artists turn to simple and intuitive methods like using Google or checking social media profiles to find out something about the client. This can provide insights into their lives, interests, or even mutual connections. Understanding who they are can decrease the likelihood of misunderstandings and conflicts.

Discussing Your Research with the Client

Many younger artists wonder how to broach the subject of having researched a client beforehand. The most effective approach is often the most straightforward one: honesty. You can mention that you were curious about who was coming for the appointment and decided to look them up. This transparency can set a positive tone for the interaction. Discovering mutual friends or interests provides a natural and open way to connect and start a conversation, enhancing the client's experience and reducing the likelihood of conflict.

4. Presume Ignorance, Not Evil

Approach Misunderstandings with Compassion

A common observation among brow artists is that conflicts often stem from perceived ill intent. Feeling frustrated or defensive when a client seems difficult or demanding is natural. However, many artists find that these situations are usually due to a lack of understanding rather than deliberate malice.

Ignorance Over Malevolence

When faced with a challenging client, consider that they might lack knowledge or understanding of the process. This approach is often more accurate and can diffuse potential conflicts. People may not always openly admit their ignorance, leading to misunderstandings or unrealistic expectations.

Next time you're in a tense situation with a client, shift your mindset. Ask yourself questions like, "What does she not understand?" or "How can I make this clearer?" This change in perspective can guide you toward a more educational and empathetic approach. Remember, your clients can sense your emotions. Your facial expressions, body language, and tone of voice contribute to how your message is received. If you believe the client is acting out of malice, it's challenging to mask your negative reaction. However, approaching the situation with the assumption of ignorance allows you to maintain a calm, helpful demeanor.

An Example Scenario

Consider a client who expresses dissatisfaction with the shape or color of her brows. Instead of seeing her feedback as an attack, understand that she may be unfamiliar with the procedure and its outcomes. Rather than responding defensively, use this as an opportunity to educate her. Explain the process, what she can expect during healing, and how you plan to address her concerns. Doing so transforms a potential conflict into a constructive conversation, ultimately enhancing the client's trust and satisfaction.

5. Using alignment as a strategy

Start with Affirmation

In client interactions, especially during disagreements, the instinct might be to defend your position vigorously. However, experienced brow artists suggest a different approach: start with agreement. By initially responding with "Yes," you're not conceding or admitting fault; you're acknowledging the client's right to their perspective. This simple act of affirmation can significantly defuse tension.

Agreement Doesn't Mean Concession

Aligning with your client doesn't mean you agree with their assessment or criticism. It's about validating their feelings and perspectives. For example, instead of countering with "The shape is exactly as it should be," you might say, "Yes, I see why you might feel the shape is off based on your expectations." This approach respects the client's viewpoint and opens the door for a more constructive conversation. Once you've established this initial alignment, you're in a better position to guide the conversation. You can introduce new information, provide professional insight, and gently correct misconceptions. This shift from confrontation to collaboration can significantly enhance the outcome of the interaction.

Avoiding Personal Escalation

Conflicts often escalate not because of the initial issue but due to perceived personal slights. By agreeing with the client's right to their opinion, you avoid making the conflict a personal battle. This strategic alignment helps keep the conversation focused on the issue rather than becoming a contest of egos.

Thus, using the agreement as your first response effectively "shuts down" the conflict's potential escalation and takes the wind out of the sales of conflict. It removes the emotional charge and redirects the conversation towards resolution. This technique doesn't just help resolve the current issue; it also fosters a more positive, trusting relationship with your client.

6. Embracing the unknown

Recognizing the “Unique Background” of Every Client

For many clients, undergoing a Powder Brows, Hairstrokes, or Microblading procedure is significant. It's not just another appointment in their calendar; it could be the culmination of months of planning. As an artist, understanding this context is crucial. The moment of potential conflict isn't just about the brows; it's about the client's expectations, hopes, and perhaps even dreams.

Admitting the Unknown

As an artist, it is wise to acknowledge that there are aspects of the client's experience you might not fully understand. Maybe the client has been saving for this procedure for a long time, or perhaps they've had a previous bad experience that's heightening their anxiety. You humanize the interaction by admitting that there are things you might not know. You're not just an expert executing a procedure; you're a person who understands that this moment carries different weights for different people.

The best way to react

If you do not understand the situation fully (and most often you can’t) then when you, as an artist, respond with understanding and empathy, you often catch the client off guard positively. They expect resistance but are met with agreement and acknowledgment. This unexpected response can shift the dynamic, creating a sense of reciprocity. The client is more likely to respond in kind when feeling heard and respected. They're more open to discussion, understanding your perspective, and willing to collaborate on a solution.

The Influence of the Initial Reaction

How you respond in that first moment of potential conflict can set the tone for the future relationship with the client. A reaction of empathy and understanding can build a bridge, turning a moment of tension into an opportunity for connection. It's about more than just retaining a client; it's about building a lasting relationship based on mutual respect and understanding.

7. Understanding the Essence of Conflict

The Root of most Disagreements

Conflicts between a brow artist and a client are often less about the specifics of the service and more about both parties' emotional state and expectations. Recognize that your and your client's moods and circumstances can significantly influence interactions. A "bad day" for either of you can lead to heightened sensitivity and a greater propensity for conflict.

The Hidden Battle: Proving Importance

A psychological struggle for validation and recognition is at the core of many conflicts. When clients criticize your work, they're not just commenting on the brows but seeking acknowledgment of their concerns and feelings. Similarly, when you defend your work, you're protecting your professional reputation and asserting your value and expertise. This battle for importance, often subconscious, can escalate conflicts beyond the original issue.

Gaining Perspective: The "External Eye”

By cultivating an "external eye" – a way of stepping back and viewing the situation objectively – you can recognize when you're being drawn into a battle for importance. This awareness allows you to approach the situation more strategically, focusing on resolving the issue rather than getting caught up in proving your worth. It's about understanding the emotional undercurrents driving the conflict and addressing those alongside the specific concerns raised.

Embracing Empathy and Understanding

Navigating client conflicts successfully often comes down to empathy and understanding. Recognizing your clients' emotional needs and pressures can help you respond more effectively to their concerns. Instead of immediately jumping to defend your work, please take a moment to understand where they're coming from. This doesn't mean you have to agree with their criticism. Still, acknowledging their feelings and perspectives can create a more constructive dialogue and find a resolution that satisfies both parties.

Managing conflicts in the brow business is more about managing emotions and expectations than addressing specific technical concerns. By understanding the psychological dynamics at play and approaching each interaction with empathy and a strategic perspective, you can turn potential conflicts into opportunities for growth and stronger client relationships.

8. The Concept of the "Red Button”

The metaphor of nuclear war and the "red button" can be applied to the escalating conflict between you, the brow artist, and your client. Both parties possess the power to end the interaction disastrously. For the client, this means expressing dissatisfaction with the new brows, a right they retain regardless of the procedure's outcome. This dissatisfaction isn't always a reflection of your skill; it can be influenced by various factors, including aftercare, which is partly beyond your control.

Understanding this, you must approach client interactions with care. Escalating the conflict can lead to a "loss" even if you're technically in the right. The worst situations arise when clients don't communicate their dissatisfaction directly to you but instead to others, damaging your reputation.

Your "Red Button" as an Artist

As an artist, you also have a "red button" to stop the procedure. In extreme cases, you might return the booking fee and suggest the client seek services elsewhere. While this is always a last resort, it's better than proceeding with a procedure that might lead to dissatisfaction or error. However, this approach should be used sparingly as it doesn't resolve the conflict and can lead to time, energy, and potential revenue loss.

Avoiding Mutual Destruction: The Art of Diplomacy

True responsibility involves recognizing when you've failed to communicate or empathize with the client adequately. Most conflicts arise from a lack of understanding or care at critical moments. The real victory lies in avoiding the nuclear option altogether and finding a resolution where both parties feel respected and understood. You aim to create a situation where the client feels heard and satisfied while upholding your professional standards and integrity.

Finding the right balance between accommodating the client's needs and maintaining professional integrity. While there are lines you shouldn't cross to preserve your standards, understanding, and compromise are often possible. This approach requires empathy, professionalism, and a commitment to finding common ground. Adopting this mindset allows you to navigate potential conflicts gracefully and maintain a positive, professional relationship with your clients.

9. Conclusions

Understanding the Influence of Mental State

Acknowledging your mental state's significant impact on initiating conflicts with clients is crucial. The first step is to recognize that your emotional state often influences the perception and development of conflicts. By understanding this, you can take greater responsibility for your interactions and potentially prevent many conflicts.

Knowing the Client Can Prevent Conflicts

Gathering some knowledge about your client before the first meeting can significantly decrease the likelihood of conflicts. Empirical data from research indicates that this approach positively affects interactions. The "blank slate" approach, where you learn nothing about the client beforehand, hasn't shown a direct positive impact on reducing conflicts.

Be Open About Researching Your Client

Many seasoned artists successfully use basic internet searches and social media browsing to learn about clients before meeting them. This practice often uncovers mutual friends or interests, which can be a great conversation starter and help build rapport. Being open and honest about this practice with your client can set a positive and straightforward tone for your interaction.

Presume Ignorance, Not Malevolence

Approaching situations assuming the client may be uninformed rather than malicious typically yields better outcomes. Presuming ignorance over malevolence is often correct and leads to a more constructive approach to conflict resolution.

The Power of Alignment

Aligning with your client's right to their opinion, even if you disagree, is a powerful conflict resolution strategy. Acknowledging and normalizing their statements sets the stage for introducing new information and guiding them to a different perspective while avoiding confrontation.

Accepting the Unknown

Realize that you are unaware of many aspects of a client's life and circumstances. Accepting that you can't know everything allows you to approach interactions with empathy and understanding, often leading to more positive outcomes.

Understanding the Essence of Conflict

Recognizing that conflicts are often not about the specific issue but rather a struggle for personal significance can change how you approach and resolve them. Giving the client a sense of importance can be more effective than winning an argument.

Recognizing the Potential for Mutual Destruction

Both the client and the artist have the power to impact each other's experience and reputation significantly. Understanding this can encourage a more diplomatic approach to conflict resolution, aiming for constructive outcomes rather than engaging in potentially damaging confrontations.