How to nail the first consultation with a new client?
written byŽaneta Mlčáková
In This Article
1. Start with the right questions (and don’t rush it)
Never assume what your client wants, always ask first!
Before you pick up your Brow Mapping Paste ↗ and a Brush ↗, take a moment to get to know the person sitting in your chair. Not just their brows - but them.
Because brows are personal. They frame someone’s face, their expressions, their confidence. And when you understand the person behind the brows, their lifestyle, their preferences, their comfort zone - you’ll always create a result that feels more aligned and more “them.”
Start with simple questions like:
“What do you usually do with your brows at home?”
“Do you like them more natural or more defined?”
“Have you had your brows done before?”
“Is there anything you don’t want?” (This one is GOLD.)
Sometimes the most important part isn’t what they want… it’s what they’re scared of.
And asking these questions early saves you from misunderstandings later.
Pro tip: If your client says “I want them natural,” always ask what natural means to her. Because what is natural for one person as fluffy and full, could be barely visible for someone else.
Don’t rely only on words, show visuals
Clients often think they can explain what they want… but most of the time, they can’t. And that’s totally normal.
That’s why it helps SO much if you have a few visuals ready during the consultation, such as:
- Color swatches (especially if you offer Liquid Dye ↗ or Brow Henna ↗ )
- Before & after photos of your own work
- A small Pinterest board with different brow styles
- Or even a quick “brow menu” on your phone with looks like: soft & natural / fluffy / defined / bold / laminated look
It also makes your consultation feel more premium and professional… and your client will feel way more confident before you even start the treatment.
Brow Henna ↗ Color Palette
2. Take a good look at their natural brows
After you’ve chatted a little and you know what your client is hoping for, it’s time to actually look at their brows properly.
Some clients come in with brows that have been shaped and tinted for years, or are even tattooed. Others sit in your chair with Virgin Brows - meaning they’ve never had a professional brow treatment before. (You can read more about how to work with virgin brows here ↗.)
And each of these brows needs a completely different approach.
You need to assess:
- Their natural hair color
- The undertone of the hair
- The skin tone
- Previous treatments
- And how the brows have been maintained over time
Only then can you really move forward with a clear plan.
1. Brows that have been maintained
When a client has been doing her brows regularly, you’re usually working with an existing shape. That can be helpful - but also tricky.
Don’t completely change everything in one session unless she asks for it. Small refinements feel safer. And always check if the current shape is something she actually likes - or something she just got used to.
2. Virgin Brows
Virgin brows are a different story.
There’s no fixed shape yet. No routine. No expectations based on previous treatments. This is actually beautiful because you get to build the foundation! The client trusts you with your expertise, take it as a compliment. You’re setting the standard for how her brows will look moving forward.
And if you want a deeper guide, we’ve written a full blog about working with Virgin Brows ↗.
3. Tattooed brows
Tattooed brows (PMU, microblading, old permanent makeup) require even more attention. You’re not only working with natural hair, you’re working with pigment underneath the skin.
What is the undertone of the pigment? Is it warm? Grey? Faded red?
In our Mixing Masterclass with Liquid Dye ↗, Alexandra shares specific tips on how to work with tattooed brows and how to softly cover or balance old PMU using the right mixes!
At the end of the day, every client sitting in your chair has a brow history. And when you take the time to understand that history instead of jumping straight into treatment, your results automatically become more intentional, more customized, and more professional.
Image source: @dluxaesthetics
3. Talk about Brow Shock before it happens
There’s something called a Brow Shock - and it’s more common than you think!
The Brow Shock happens when a client sees her brows right after the treatment and feels overwhelmed.. They look darker, fuller, or more defined than she’s used to, even if the result is beautiful and exactly what she asked for. But don't worry, it's not your mistake. It’s simply the adjustment to a new look!
The best way to handle it? Prepare her during the consultation. Let her know the color will soften, the shape will settle, and it takes a few days to get used to it.
If you want to understand brow shock better (and how to manage it professionally), read our full blog about brow shock here ↗
4. Be clear about the plan
Once you both feel aligned on the shape and color, don’t just jump straight into the treatment. Take a moment to explain what you’re about to do! This way, you can really calm your client's nervous system.
It doesn’t have to be long or technical. Just clear steps so your client know what exactly will happen. You can take them with you on your step by step journey, explaining the product, talking about the ingredients and technique. They will be engaged and remember your expertise!
Brow Lamination ↗ look by Stylish Beauty in Amsterdam. Her client wanted natural lift and definition.
5. Make them feel safe
At the end of the day, the first consultation isn’t only about shape, color, or technique. It’s about trust. And trust will make them come back!
New clients don’t know you yet, they don’t know if you’re the type of Brow Artist who listens, or the type who just does what you like. They don’t know if you’re going to go too dark, overpluck, change their face, or ignore what they asked for.
So your biggest goal in that first consultation is to make them feel safe.
That can be as simple as repeating back what they want, showing them the shape before you commit, or asking one last time: “Are you happy with this plan before we start?”
Little moments like that build so much confidence!
And honestly, clients remember how you made them feel more than they remember what exact shade you used.
If a client leaves your salon thinking, “She really listened to me,” you’ve already won. Because that’s what makes them come back. And that’s what makes them tell their friends.
A little extra: teach your clients how to prep before their appointment
One last thing that can make your first consultation (and the treatment itself) so much easier… is giving your client a little guidance before your first consultation!
Because the truth is: the better the brows arrive, the better the result will be.
So if you want to level up your client experience even more, start sharing a simple “pre-care” routine with new clients.
It also makes your clients feel supported before they even meet you. And that’s exactly the kind of detail that turns a first-time visitor into someone who trusts you long-term.
