By Dr Tim Pearce, MBChB BSc (Hons) MRCGP
It’s extremely common in your early days of aesthetics to feel frustrated by clients who come back complaining they still have lines after two weeks.
There are two ways to decrease the rate of dissatisfaction- but we are assuming your technical knowhow is good enough to get a good result on the average client, so this article should help you improve satisfaction without changing your injection pattern or Botox dosage.
Increase the patient’s confidence in you
The first thing to think about is what your non-verbal communication is telling your client? If you are unsure of yourself, it’s very hard to hide that. Tone of voice, posture, eye-contact, fidgeting, fumbling all subtly undermines the client’s confidence in the result. The client may not ever verbalise (even to themselves) that you ‘looked unsure’ but they will have much more doubt and scepticism of results than a patient who had full unconscious trust in their clinician. Doubt in something as subjective as aesthetics, can sometimes undermine a technically good result.
This scenario is not your fault- everyone was a beginner once. However, being aware of the unconscious signals you give earlier can help you present a more confident exterior earlier, which will soon match the inside.
Other non-verbal factors that increase a client’s confidence in you include your dress, your environment and how they heard about you, but your interaction is the most important.
Give the patient more information
You must spend time educating your client about the likely result at different stages post procedure. The most important point to hammer home is that lines only start to fade once the force of the muscle stops creating them, so in your initial consultation, don’t promise they will see the full result at 2 weeks. They will see a difference, they may even see a perfect result, but the effect of muscle relaxation lasts 4 months, and only starts fully after 7-14 days post procedure.
If your client is in their 20s or 30s, or with well looked after skin in 40s and 50s, the lines might totally disappear in 14 days, but for many people the big gains happen after 6-8 weeks or so.
Explain to your client what’s happening- you will be amazed how misunderstood Botox is. Develop succinct sound bites that get the message across quickly.
“Botox gets rid of lines by relaxing the muscle underneath, and allowing the skin to recover naturally.”
“Botox simply allows your skin to bounce back once we remove effect of muscles that cause the lines, and muscles take 2 weeks to fully respond to Botox”
Most people intuitively understand that this sort of process will take time. The question they should ask themselves at the two week point is not “why are there still lines?” but “is there still muscle activity that I don’t need, still creating lines?”
The answer to this question is what dictates whether or not additional Botox will help, but I hope the rest of this information increases your client’s satisfaction regardless.
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