7.1 Brow enhancement process end to end

At the very beginning of this course, we introduced you to the brow enhancement process. Back then, it may not have made complete sense, but by now, you should understand the steps you need to take in each part of the process:

Client consultation

Aside from the initial booking, the client consultation process is the first real opportunity you will have to get to know your client and discuss their brow goals. It is also an opportunity to share your knowledge of the eyebrows, brow service options and the latest trends. When you have new clients visiting you for the first time, some of them may be a little nervous. By clearly explaining the process in a way that is easy to understand is important to put your clients at ease, but to also give them an understanding of why you do things a certain way. To make sure your clients don’t get confused, words like stratum corneum or Barbicide should be simplified to ‘top layer of your skin’ or ‘sanitising solution’.

Even if clients have had professional brow enhancements before, never assume that they have received a thorough education. Unfortunately, there are some dodgy brow artists in the industry that skip past the education side of things and jump straight into the service. There are even brow artists who skip the skin preparation steps entirely! Client consultation is also the best way to maximise revenue for your business. The overall brow look is dependent on your skill and the client’s skin condition, and current brow shape. If a client has skin or brow growth concerns, then you can help recommend tried and tested products that work.

Every client must fill out and sign the client consultation form. This is not only a great way to document the treatment requirements and to protect your business, but it will also help you to start building your database and marketing abilities for rebooking. Client consultation forms enable you to recognise any contra-indications that may prevent or restrict certain treatments or potential contra-actions. During your consultation, at a minimum, you will need to discuss:

• Your client’s brow goals
• Service and outcomes, and show client the products you will be using
• Treatment sequence
• Contraindications and contra-actions
• A patch test (if needed)
• Cost and timeframe
• Factors that may restrict treatment
• Aftercare requirements (specific advice for the brow services performed)

During the consultation, you will discuss any worries and concerns that the client has, and this is an excellent opportunity to work out which brow shape and brow colour will suit your client to make sure they leave feeling happy and confident with their treatment. Questions that are an absolute must during the consultation include:

1. So, is this brow for a special occasion?
2. What brow products and skincare products have you used before?
3. What have you liked or disliked about previous brow brands and services you have used?
4. Have you ever had an allergic reaction to cosmetics or hair dyes in the past?
5. Do you have any known allergies or skin sensitivities?

The more information you receive from your client during the consultation, the better the appointment will be. By you asking questions and sharing your knowledge, it will make you stand out from your competition in offering professional brow services, and it demonstrates that you have an interest in their results. This open exchange of information will build rapport and trust with your client, which will likely result in repeat business and referrals.

After every appointment, take detailed notes relating to the products you used and how the appointment went. This way, you don’t have to re-hash any skin concerns, and future appointments can focus on another flawless brow! So you don’t forget to discuss anything, use your client consultation form to guide you through the discussion. Once you have completed 10 or so consultations, you will know your ‘script’ off by heart!

For your convenience, here is a copy of the client consultation form we have developed that you can use:

You can use this form for your own business, and feel free to make amendments to include any of your specific requirements. Remember, your consultation form is also a legal document and forms part of the contract between you and your client. Ensure that you complete every section and get your client to sign and date it.

Managing client expectations and dealing with difficult clients

Another really important component of the consultation process is managing your client’s expectations. Seamless brow relies heavily on a person’s natural skin, and, as brow artists, we cannot create something out of nothing. As such, our job is to educate our clients, so they don’t have unrealistic expectations.

Sometimes, clients can come to us with unrealistic expectations because what they see being advertised can be heavily edited and filtered. Sadly, it’s actually brow artists and photographers that are to blame because when we fill our Instagram feeds and social media pages with only our very best brows and filtered images, we are actually fooling the everyday client into thinking they can have the same.

As you begin your career as a brow artist, you will soon realise that most people don’t want to see the reality; they want to see the fantasy. That fantasy is what drives them to visit us in the quest for amazing, sculpted brow looks – so if we promote the fantasy, then education is a must!

Provide the service

Once your client consultation is complete and the consultation form is signed, then you can then begin setting up your treatment field with the specific products you need for your service. When you are scheduling your appointments, always make sure that you leave enough time in between so that you can ensure your work area is cleaned, sanitised, and stocked before the next client arrives. Messy and disorganised workspaces will not leave a good impression!

Once your treatment field is ready, your client is in a comfortable position, and you are in a comfortable position, you are ready to get started. As a recap, for a client who wants a standard brow tint and wax, you will follow an order similar to this:

For a client who wants henna brows and wax, you will follow an order similar to this:

For a client who wants brow lamination and a tint, you will follow an order similar to this:

Throughout the appointment, it is important that your client stays still. If they begin to move around or fidget, take a short break. In addition to this, we strongly advise that you tell the client not to talk throughout the appointment. While you may want to get to know your client, a brow application is not like the hairdressers! Because you are so close to their eyes using blunt instruments, warm wax and chemical dyes, one accidental slip could cause a bit of damage.

Service completion tasks

Once you have carefully evaluated your brow enhancements and have completed any touch-ups, you can then reveal your masterpiece to your client! Always have a mirror on hand so that your client can carefully inspect their eyebrows and provide you with feedback. If your client is not happy with something, try your best to get it rectified quickly and with no fuss. However, if you have conducted a thorough consultation and then your client decides that the look they asked for is not actually what they wanted, you may need to book another appointment depending on your schedule.

Before a client leaves, you will want to stress the importance of aftercare, particularly for brow lamination. Strongly suggest they keep their brows dry because it would be terrible if they went curly or frizzy! For other brow services, demonstrate to your client how they can maintain their brows with a brow pencil or other brow products of your preference. This way, even during the time between appointments, your clients’ eyebrows will ‘slay all day!’.

The end of a service is an excellent opportunity for you to build rapport with your client, and you want to leave a lasting impression. During the service, you may have been quietly concentrating, so let your inner chatty Kathy out at the end of the appointment! This will leave your client with a good impression, and it will also give them an opportunity to ask any additional questions they may have.

Prior to your next client arriving, you will then need to:

• Clean service area and surfaces, non-disposable equipment and tools
• Restock equipment and products in preparation for the next treatment
• Safely dispose of general and contaminated waste to minimise negative environmental impacts

Sanitation is critical for keeping you and your clients safe, so don’t skip your cleaning tasks! Clients will always remember a dirty salon, and aside from brow fails or skin lift disasters, it can be a major factor for clients not coming back. Additionally, if you start getting poor online reviews that mention unhygienic practices, it will be difficult to attract new clients, and it may also lead to a health inspector visit!

Remember, to help prevent injuring yourself physically, make sure you do some light stretching throughout the day and keep checking your posture and body position. To maintain all other areas of health, make time for your self-care strategies and look after yourself. As a recap, your service completion tasks will include:

1. Evaluate service with client and record outcomes of the brow service on the client treatment plan or consultation form
2. Provide aftercare advice and recommend products (if required)
3. Clean treatment work area
4. Clean and disinfect equipment and according to manufacturer instructions.
5. Replenish products and stock in preparation for the next service
6. Dispose of general waste to minimise negative environmental impacts