Section 5: Client Communication
5.1 The Role of Communication in Professional Practice
Technical skill alone does not create satisfied clients. The PMU technician must also master the art of professional communication, guiding clients through the consultation, procedure, and aftercare phases with clarity, confidence, and appropriate boundaries.
This section provides scripts and frameworks for common communication scenarios. These are not rigid templates but adaptable guides that maintain professional standards while allowing for individual expression.
Communication Principles
- Clarity over complexity: Use language clients understand; avoid unnecessary jargon
- Confidence without arrogance: Project expertise while remaining approachable
- Honesty without harshness: Deliver difficult information with compassion
- Boundaries without coldness: Maintain professional limits warmly
5.2 Initial Consultation Scripts
Opening the Consultation
"Welcome! I'm so glad you're here. Before we begin, I want you to know that this consultation is about understanding what you want and whether I can help you achieve it. There's no pressure to book today—my goal is to make sure we're the right fit for each other."
Gathering History
"I'd like to learn a bit about your brow history. Have you had any previous permanent makeup work? Any treatments like microblading, powder brows, or tattooing? It's important I know about any previous work so I can plan accordingly."
Discussing Expectations
"Tell me about the look you're hoping to achieve. Are there specific things you'd like to change about your brows? Any reference images you'd like to show me? Don't worry if you're not sure exactly what you want—that's what I'm here to help with."
Explaining the Process
"Let me walk you through what to expect. The procedure takes approximately [X] hours. You'll be comfortable throughout—we use a topical anaesthetic. Afterward, your brows will appear darker and bolder for about 7-10 days. Over the next 4-6 weeks, they'll soften and settle to their final appearance. Most clients need a touch-up at 6-8 weeks to perfect the result."
Addressing Concerns
"I understand this is a significant decision. Many clients feel nervous before their first procedure—that's completely normal. I want you to feel confident and informed. What questions do you have for me?"
5.3 In-Procedure Communication Scripts
Beginning the Procedure
"We're ready to begin. I'll check in with you throughout the procedure. If you need a break at any time, just let me know. The numbing will take about 20 minutes to take full effect, and I'll test the area before we start any work."
During Mapping
"I'm going to map your brows now. This is where we establish the shape and proportions. I'll show you the mapped design and we'll make any adjustments you'd like before I begin any permanent work. Nothing is final until you approve the design."
Starting Stroke Work
"I'm beginning the stroke work now. You may feel some pressure or a scratching sensation—this is normal. Let me know if you're uncomfortable and we can add more numbing. I'll work on one brow first, then match the other."
Progress Updates
"We're about halfway through. You're doing great. I'm going to let this side rest for a few minutes while I work on the other. Would you like to see the progress?"
Completion
"We're finished! Take a moment to look at your new brows. Remember, they will appear darker and more defined right now than they will once healed. Over the next few weeks, they'll soften by about 30-40%."
5.4 Post-Procedure Communication Scripts
Immediate Aftercare Instructions
"For the next 10 days, your aftercare routine is essential. I'm giving you written instructions, but let me walk you through the key points: Keep the area clean and dry. Apply the healing balm I've provided—a thin layer, twice daily. Avoid picking or scratching as the area heals. No swimming, saunas, or heavy exercise for 10 days. Sleep on your back if possible to avoid rubbing the area."
Setting Expectations for Healing
"Your brows will go through several phases over the next few weeks. Days 1-3: darker and more defined. Days 4-7: some flaking or scabbing—this is normal. Days 7-14: lighter, sometimes patchy as skin heals. Weeks 3-6: colour stabilises and true result emerges. Don't judge your final result until at least 6 weeks have passed."
Touch-Up Scheduling
"Your touch-up appointment is an important part of the process. It's included in your service and scheduled for [date] at approximately 6-8 weeks. This allows us to perfect any areas that need refinement and ensure even pigment retention. Please let me know at least 48 hours in advance if you need to reschedule."
5.5 Difficult Conversation Scripts
Managing Unrealistic Expectations
"I appreciate you sharing that reference image with me. I want to be honest with you— that particular look wouldn't be the best choice for your features because [specific reason]. However, I can achieve a similar effect that's specifically designed to complement your face. Let me show you what I have in mind."
Addressing Previous Poor Work
"I can see you've had previous work that you're not happy with. I want to be upfront: corrective work has limitations. Depending on the pigment and scarring present, I may be able to [specific possibilities]. Let me assess more closely and give you an honest evaluation of what's achievable."
Declining a Client
"I've given your situation careful thought, and I don't think I'm the right technician for what you need. [Specific reason, if appropriate]. I want to be honest with you rather than take on work I'm not confident I can execute to my standards. I can recommend a colleague who specialises in [relevant specialty] if you'd like."
Handling Dissatisfaction
"I hear that you're not happy with how things look right now. I understand that's frustrating. Before we make any decisions, I'd like to see the area in person and assess what's happening. Often, what looks concerning during healing resolves naturally. Can you come in for an assessment appointment?"
5.6 Professional Boundaries
Scope of Practice
The PMU technician provides cosmetic enhancement services. The following fall outside the scope of practice:
- Medical diagnosis or treatment recommendations
- Prescribing medications or medical interventions
- Treating medical skin conditions
- Psychological counselling or therapy
When to Refer
If a client presents with:
- Active skin conditions (eczema, psoriasis, infections) → Refer to dermatologist
- Signs of body dysmorphia or obsessive behaviour → Suggest counselling support
- Medical contraindications → Require physician clearance
- Severe dissatisfaction beyond reasonable adjustment → Offer refund, refer to colleague
Maintaining Professional Distance
Friendly rapport builds client relationships, but maintain professional boundaries:
- Keep personal life details minimal
- Avoid discussing other clients by name
- Redirect conversations that become too personal
- Maintain consistent policies for all clients
Documentation Standards
Professional communication includes thorough documentation:
- Consultation notes with client goals and concerns
- Signed consent forms and medical history
- Procedure notes including products used
- Before and after photographs
- Follow-up communication records
- Touch-up appointment notes
Documentation protects both technician and client. Maintain records for a minimum of 7 years, or as required by local regulations.