Always Lead With Honesty and Integrity: take an “area” off the table
The Low Down:
Research has shown that 90% of people buy from people they trust. Therefore, the name of the game is to build trust and rapport. Being honest with someone about each area that creates frustration for them will go a long way.
If you feel the client will get a great reduction on the stomach and love handles but doesn’t have the best tissue for an outer thigh treatment, tell them so. Explain the why behind your thoughts.
Of course the end decision rests with them, but they will be very impressed with you if you tell them not to treat an area, they will respect you and appreciate your honesty as most other businesses try to get the most money they can out of a prospect regardless if it’s appropriate.
Our Secret Sauce:
Be open and honest with each prospect, if they want to treat an area and for whatever reason you don’t feel it will get a good response or is not needed, tell the prospect.
What does it look like?
Jenna came in. She was pretty slender with two kids. As we started to talk it became clear she was ready and excited to do something for “herself” recently divorced after 15 years she felt like everything she had done was for others and now that both kids were out of the home and she was headed back into the “dating world” she wanted to look and feel her best.
Of course, I love these types of conversations, a motivated buyer who is ready to pull the trigger.
We assessed her body and she pointed out that her abs, love handles, inner thighs, arms, outer thighs and chin bother her.
Each area had great tissue for CoolSculpting and I knew she would get a good result. Her arms however had much less tissue then the other areas we mapped out.
When we got back to the room and went over before and after photos, before I told her the price I gave her my personal opinion on treating her arms.
The conversations went a little something like:
Bodify: “Every area we looked at is absolutely a candidate for CoolSculpting. I believe in being upfront with our clients because I want you to be happy with your results. I would never let you move forward with an area, if I didn’t feel it would get a reduction. That said, I think although your arms are good candidates for CoolSculpting, I want to point out that compared to the other areas we mapped out, they have a lot less tissue.
We have to remember we are removing 20-25% of what exists and your arms don’t have much fat.
I’m not in your body and the decision is yours alone, I just want to make sure we are on the same page with expectations so you feel great about the money you’ve invested and results you’ve gotten.”
Jenna: “Wow, I have to be honest and am shocked that you said this and really appreciate it. I’ve went to one other place and they never said anything like that, in fact they told me I should probably do multiple rounds on most of my areas. Thank you.”
Bodify: “For us the most important thing is our clients are happy and we deliver on our promise, you will see a nice reduction on the arms, it just won’t be as dramatic. I’m no surprised they suggested two rounds, they want to make more money. Of course if you want a second round, you are in your own body and that is up to you. However we’ve done close to 10,000 treatments and you do not need two rounds.
Let me show you photos of people who have done a second round that way you can see how much more tissue they started out with and why %40-50% reduction was wanted.
At some point you get a diminishing return since we are freezing a percentage of what exist.
In fact, last week I had to cut off a client because he just doesn’t have enough fat anymore and we didn’t’ feel the reduction would be worth the investment. He was bummed but appreciated our honesty and he would have gladly paid for a 4th round.”
Do you want to do everything or nix the arms?
Jenna: “What you said makes a lot of sense, especially after seeing photos of other arms you treated, mine aren’t very big. I think I’ll pass on those for now and am really glad you pointed that out. This is a big decision for me and I want to be happy with my results.”
Bodify: “Awesome that’s perfect, and remember CoolSculpting is non-invasive and has no downtime so if in several months when we are seeing amazing results on your other areas, we can always bring you in and do the arms! It’s not a decision you have to make today”
She ended up treating for $6,000. We will see if she decides to move forward with her arms at some point.
Always be willing to be open and honest with prospects. We’ve had people come in and discover within moments that money is no concern to them, yet we still give our honest opinion about which areas to treat and which to skip. It the right thing to do, it builds trust and rapport, it sets you apart from virtually every other business in every industry and it communicates that you care far more about getting clients a wonderful result than money.