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Managing client expectations on downtime

Downtime is not a side effect to be minimised in conversation. It is part of what the client is buying.

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Managing client expectations on downtime

There is a temptation to soften downtime at consultation because it feels like the thing standing between the client and a yes. It is the wrong instinct.

Why understating it costs you

A client who expects three days and gets seven does not conclude they healed slowly. They conclude something went wrong, and they tell people that.

Give the honest range

Crusting for five to seven days on the face, longer on the neck and body. Visible pinkness for a further two to three weeks, easily covered with makeup once crusts have shed.

Timing around events

Ask what is in their diary. A client with a wedding in four weeks should be booked after it, not before. Saying so costs you one appointment and earns you a client who trusts your judgement.

Put it in writing

Consent forms are legal documents, but an aftercare sheet given at consultation rather than on the day is a genuine expectation-setting tool.

Niall D

Written by

Niall D

Head of Clinical Training at PlasmaPen UK, specialising in advanced plasma techniques and practitioner development.

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