How to deliver professional service?

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1. Background

This article gathered insights from interviews with 24 top-earning professional PMU (Permanent Makeup) artists. These artists have been active in the field for over two years and are among the elite 3.5% of students who have not only completed the course but continue to provide services. It's worth noting that about 80% of students who start training in this field are no longer active after 24 months. These artists account for approximately 19% of the industry's active professionals, yet they command over 80% of the local customer revenue in their respective regions. Many of those artists were located in the countries of the EU. However, two were from the UK and two from the US. There were no significant differences regarding the location regarding the content of the suggestions.

We focused our interviews on specific, practical, and actionable advice related to professionalism and delivering top-notch service. From these discussions, we've compiled the following recommendations. These are straightforward tips designed as a checklist, suitable for both newcomers and seasoned pros in the Powder Brows business.

2. Cleanliness - Go Above and Beyond

An attractive woman on the left, bottles on sterilizers, and a hand with a rubber glove holding one bottle on the right.

While it may seem elementary and obvious, it's crucial to shift your mindset from viewing your workspace as a "tattoo salon" or "art studio" to treating it like a "medical procedure treatment room." Some might argue that the regulations for Powder Brows are generally less stringent than other medical procedures, making such extreme cleanliness unnecessary. However, this is precisely the point to consider! Many experienced artists emphasize that going above and beyond the minimum cleanliness requirements has made their service more professional and elevated their own professional image. Below are some key points to consider.

Elevate Your Standards for Cleanliness

Maintain impeccable cleanliness in all areas visible to the client—every corner, surface, floor, wall, and restroom. Eliminate all stains and refurbish any worn-out surfaces. Take a walk from the entrance to your workstation and scrutinize everything that appears unprofessional, untidy, stained, or worn out. This also includes elements that may be outside your immediate sphere of control. Often, using the best and most robust cleaning agents to achieve a "medical-level clean" can make a significant difference. And remember, elevating your standards means maintaining this level of cleanliness consistently moving forward.

This principle extends to your personal appearance and choice of clothing as well. Aim to resemble a medical worker rather than an artist in your attire.

Declutter Your Workspace

Seasoned artists often emphasize the importance of having a minimalistic workspace. One of the quickest ways to appear less professional is to have clutter within the client's visual field. It doesn't matter where your workstation is located or how upscale your surroundings are; the key is to reduce the number of items lying around. Critically assess each item's necessity and consider what can be eliminated completely. In shared spaces with other artists, advocate for a decluttered environment. Store the items you do need in a way that keeps them out of sight. Use drawers and cabinets instead of open shelves. The less the client sees, the more professional your workspace will appear.

Prioritize Hygiene at Your Workstation

The principles of overall cleanliness are especially relevant to your immediate workstation. Start by disinfecting all surfaces used during the procedure, such as chairs, tables, lamps, and even the phone for taking photos. Place a disposable interlining sheet on the treatment bed and a disposable foil pad under the client's head for extra sanitation.

To minimize the risk of cross-contamination, wrap disposable film around commonly touched items like your lamp, chair, and the machine you'll use. Then, arrange all the tools and products you'll need for the procedure. This includes cartridges, nozzles, needles, pigments, anesthesia, crayons, and cosmetic sticks.

Finally, place an open, empty trash can near the treatment bed for easy disposal of used items. This meticulous preparation does more than facilitate a smooth procedure; it also builds client confidence and ensures a safer environment.

3. Standardized Consent and Contract

An organized tray and a clipboard are on the left, an an attractive woman is on the right.

One simple yet effective step to elevate your professionalism is to standardize the process, and an essential part of this is formalizing your relationship with the client through a contract. Contrary to what some artists believe, avoiding formal contracts doesn't make you more likable or change the legal aspects of your service. The procedure is already governed by local laws and regulations concerning service provision. Having these stipulations clearly defined in a contract often works to your advantage. Furthermore, asking the client to read and sign a consent form should be a consistent part of your service workflow; it enhances your professional image rather than detracts from it.

So, before initiating the pigmentation procedure, always present the client with a standardized contract form for them to read and sign. Allocate sufficient time to review the contract details with the client and address any questions or concerns they may have. Several seasoned artists emphasize that the goal is not to get the client's signature as quickly as possible. Instead, the aim is to guide the client through the document, encouraging them to ask questions and understand what they're signing, thus bolstering your professional image.

Discussing the Basics with the Client

While many artists might find it elementary to review aftercare guidelines and restrictions with clients, don't underestimate the importance of this step. Sure, you might have digital copies of aftercare recommendations and may even have sent them to the client beforehand. Yet, repeatedly discussing the same topics can become monotonous. Some artists admit they skip this part because they find it "painfully boring," relying instead on the client's assurance that they've read and understood the guidelines. This approach is not recommended.

Studies show that clients often don't fully read or comprehend the guidelines; they may nod in agreement to move things along. Therefore, merely obtaining a verbal confirmation is not enough. Taking the time to discuss these matters in person significantly reduces the likelihood of clients experiencing concerns during the healing phase, especially when unfamiliar processes begin to occur. So, regardless of the client's initial response, uphold your professionalism by thoroughly covering the basic risks, restrictions, and aftercare instructions.

4. Know your limits

Attractive woman on the left, traffic cones in the middle and a red flag on the right.

Navigating client demands can be a delicate matter that requires a balanced approach. Often, artists and clients come to the table with vastly different levels of expertise. With years of experience, the artist may understand all the intricate details of dermatology, aesthetics, and technique. On the other hand, the client may not even know the difference between Combo Brows, Hairstroke Technique, Powder Brows, Ombré Effect, and other nuanced details.

So, how do you balance what a client wants and what you know is professionally advisable? New artists sometimes err by leaning toward extremes: either adamantly refusing to meet the client's specific wishes, pointing out flaws in those desires, or agreeing to nearly everything, ultimately delivering a subpar result.

The mark of professionalism lies in the ability to find a middle ground. Listen attentively to what the client wants, educate them as much as their level of understanding allows, and then find a compromise. This compromise should align with what you're willing to do without compromising your professionalism. According to seasoned artists, this compromise often falls close to the minimum of their willingness to do, especially regarding factors like brow shape, color, mapping, placement, and arch height. Staying within the bounds of your professional limitations is essential for delivering an exceptional experience to the client.

Knowing When to Walk Away

In his book "The Art of the Deal," Donald Trump discusses the importance of being willing to walk away during negotiations. The essence of his message is that one's negotiating power is significantly enhanced by the ability to leave the table. According to Trump, if you aren't willing to walk away, the other party may sense your desperation or overcommitment, potentially weakening your bargaining position. Being willing to walk away gives you leverage and can often lead to better terms in the negotiation process. While all this sounds obvious, and regardless if you like Donald Trump, dislike him, or everything related to him does not make you raise eyebrows, there is a very important message. Namely, you are not really finding any compromises or even, in essence, negotiating with the client if you are not willing to refuse the procedure. When it comes to being professional, that is far more important than many artists think.

Experienced artists often underscore the importance of setting boundaries. In fact, many have refused to provide services at one point or another. Newcomers to the field may sometimes justify bending their professional boundaries by thinking they are "making an exception." Whether it's a client who won't sign a contract or someone with demands that go beyond professional standards, these are risky rationalizations. Phrases like "every client is different" or "flexibility is key" can sometimes serve as traps. A true professional has firm boundaries that they won't cross.

Sticking to your principles, even when difficult, shows professionalism. While you may face short-term losses - for example, a client might become upset if you refuse to proceed without a signed contract - these are usually offset by long-term gains. If word gets around that you stood your ground for professional reasons, it can actually boost your reputation.

Maintaining Professionalism When Discussing Other Artists

One area where professionalism can easily falter is when discussing the work of other artists, especially when a client is unhappy with their previous service. It might be tempting to agree with a client who is listing all the "errors" made by another artist, but doing so can undermine your professionalism.

It's important to remember that it's hard to gauge the extent to which any perceived mistakes are due to the artist's work or the client's aftercare. Additionally, if a client has seen multiple artists and remains dissatisfied, it's more likely that the issue lies with the client's expectations rather than the artists' skills. It's helpful to imagine that same client critiquing your work to another artist in the future.

So, what's the advice from experienced artists? Instead of joining in on criticism, they suggest adopting a neutral stance or even defending the other artist within professional bounds. Though you might briefly risk being seen as "unpopular" by the client, this approach builds long-term credibility. If there is a genuine issue with the brows or skin, focus on addressing that problem rather than critiquing the artist who performed the previous service. This is the essence of professionalism.

5. Conclusions

When it comes to enhancing your professionalism as a Powder Brows artist, the first key area is cleanliness and hygiene. Go above and beyond what's required. Make your workspace resemble a medical facility more than an art studio.

Keep your workspace clutter-free. Store non-essential items in cupboards and drawers, out of the client's sight. As for your tools, opt for disposable ones whenever possible and keep everything in pristine condition.

Standardize your procedures. Insist on having all clients sign a contract and be ready to decline service if they refuse. Make it a point to review the basic care guidelines and any restrictions, even if the client claims to know them already or you find it mundane.

Be willing to compromise with clients, but only within your professional boundaries. Always be prepared to refuse service if necessary while still being as flexible as possible within those limits. Avoid lecturing the client unless absolutely essential, which it usually isn't.

Lastly, maintain a professional stance when discussing other artists. If a client complains about prior services, opt to remain neutral or defend the other artist within professional boundaries. Remember, professionalism is key to long-term success.

How to deliver professional service?

"How to deliver the service more professionally? Whether you're new to the Powder Brows business or think you've mastered it, there's always room for growth in professionalism. This article offers valuable insights from experienced artists to help you elevate your practice."

1. Background

2. Cleanliness - Go Above and Beyond

Elevate Your Standards for Cleanliness

Declutter Your Workspace

Prioritize Hygiene at Your Workstation

3. Standardized Consent and Contract

Discussing the Basics with the Client

4. Know your limits

Knowing When to Walk Away

Maintaining Professionalism When Discussing Other Artists

5. Conclusions