Business

Psychological aspects of working with a client: magic words and gestures

Today, in the conditions of great competition in the market of aesthetic medicine, it is no longer enough to be a high-level professional who can handle the procedure of any complexity. In modern realities, it is necessary to provide good service at all stages of interaction with the client. It is important to win over the patient, show goodwill, inspire confidence in him and create an atmosphere for him in which he will feel as comfortable as possible. And, believe me, it's not only about a soft sofa, pleasant music and a smiling administrator. The main psychological aspects of working with a patient, exclusively for readers of estet-portal.com, were told by the famous plastic surgeon Brenton Koch (USA) as part of the IMCAS World Congress 2018.

About the magic phrase "because"

Studies have shown that the human brain perceives information after a complex union "because" as more reliable. Let's take this sentence as an example: "I advise you to use botulinum toxin on the forehead area, because in this way we can smooth out wrinkles and raise the eyebrow line."

I make an offer to the client, arguing its rationality and supporting it with gestures.

What do we get as a result? Body language, along with wordplay, allows the doctor to establish closer and more trusting contact with the client.

Body language: how to win over a patient

Gestures – a very important factor that affects the impression and the degree of trust of the patient. When communicating with a client, do not close your arms at the bottom and do not set up a barrier between you by crossing your arms over your chest. On the contrary, try to open your palms: in this way, in sign language, you will make it clear that you are friendly, want to help and you can be trusted.

Also note that the usual "okay" gesture (connecting the thumb and forefinger) works like magic: it inspires confidence in your words and makes it clear that you offer the client a really right solution.

Confidence in your voice, moderately active friendly gestures can endear you and your company even to a skeptical client. Therefore, these aspects of the psychological impact should not be ignored.

Do we need to thank the customer

If you use airline services or stay in good hotels, you will often hear gratitude in your address: “Thank you for coming today”, “Thank you for your trust”, “Thank you for choosing us. Is there anything I can help you with?".

This gratitude is literally in the air, creating a special atmosphere. When you are grateful, the client feels important, needed and desired. If a person feels that you appreciate him, he automatically responds to you in the same way. I'm sure gratitude – it is an integral element of good service, which helps to win the loyalty and love of the guest.

Summarizing the above, we recall that it is important to argue your point of view regarding the treatment plan to the patient, take into account body language in order to be able to win over the person to yourself. And do not forget about gratitude, because it really works wonders!
These simple psychological aspects of communication will help you to communicate effectively with the client and to be on top in the face of growing competition.