Last week we discussed the Gift Card Client and the possibility of converting them. This week's article from Skin Care Lit focuses on another challenging (and often frustrating) client - the "I'll Think About It" individual and how to apply a new perspective when dealing with them.
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We all know them: the “I’ll think about it” or “maybe later” or “I’ll grab that next time” client that ultimately doesn’t follow through. You’ve given your all to provide an amazing experience and offered a thoughtful, personalized plan to address their skin concerns. And yet, your homecare and future treatment recommendations are met with what feels like excuses or a dismissive brush off.
We get it — it can be incredibly frustrating when you’ve really listened and worked to provide solutions that will directly address your client’s skin concerns to no avail. But the truth is, we probably can’t avoid this experience completely. We simply can’t always know the reasons someone doesn’t make a purchase, rebook an appointment, or commit to a skin health plan with us. And that’s okay.
That’s why in many cases we would simply advise you to remember, though we know how valuable your services are, professional skin care is elective, and we need to respect our clients’ autonomy and priorities. Further, your energy is better spent focusing on your clients that are ready and willing to invest in their skin — as well as up-leveling your knowledge, service and skill (like you’re doing by being part of this membership)! This is what will help you attract and hold onto your ideal clientele anyway.
Still, there is a small adjustment or change in perspective we can make to potentially gain a new kind of loyal client…
Instead of immediately writing off the “I’ll think about it” client as uninterested, think of them instead as a specific kind of decision maker. David H. Maister, author of The Trusted Advisor, says: “This is typically a client who is nervous about making judgements, much less commitments, on the spot. They are conservative, concerned about being wrong, and prefer to have time to think things through. There is nothing wrong with that. Plan on them being that way, and plan to make it easier for them.”
For all clients, but especially this type, we would suggest writing out your product recommendations and suggested treatment plan for them to take home. It’s also best practice to send a follow-up email that clearly outlines next steps and opens up a line of communication so they can easily reach you once they’ve had a chance to think things over.
While we can’t guarantee that every “I’ll think about it” client will come back to you, we can increase the likelihood that they will by understanding their decision-making process and being prepared to accommodate it!
Do you experience the "I'll think about it" client often? What are your tricks for dealing with it? (Hint: You might experience this more at certain times of the year, when "casual" or first-time clients come in to redeem their holiday gift cards!)