Be clear and concise One issue that can cause a great deal of confusion and difficulty in the service industry is unclear communication. The truth is, stylists cannot write down everything they say to people, nor can they remember every word they say. Occasionally, a client might suggest that a stylist said or did something that they didn’t. This is why clarity in communications is so important. When in doubt, stylists should take an issue to their supervisor or salon owner to let them know about a situation. Here are some helpful tips for clarity and precision in professional communications. Helpful tips To deliver clear and precise communication, stylists should: 1. Say what they mean and mean what they say. They should never promise or offer something you cannot provide. This can lead to loss of business, or even the loss of a job. Stylists should always make sure they know exactly what they can offer a client, and what is clearly out of the scope of their abilities and experience. Stylists should be direct without being unpleasant. 2. Answer questions directly, rather than providing vague answers. If a client asks something, stylists should give the answer. If they don’t know, they should find someone who does. An honest response is preferable to pretending to know something. 3. Watch their body language. Remember how important body language is. A stylist’s voice may be saying one thing but if she’s rolling her eyes, she’s saying something completely different. Be consistent. 4. Avoid jargon. Again, this is unprofessional. Stylists should speak in professional terms and use proper language. Some final tips In closing this section, these additional tips and strategies will assist in individuals in their career as a salon professional. Make the client comfortable One way in which stylists can make clients comfortable is with their own style and behavior. This doesn’t imply stylists have to be a social butterfly. It does translate into a need to adjust communications according to each client’s needs. As stated before, not all clients want to chat, and not all clients will be easy to talk to. Stylists should take their cue from each client Listen. Pay attention. What is the client saying? Some people will be playful, some will be relaxed, some will be annoying, and so forth. Stylists should watch, listen, and respond accordingly. Where to start When using social media, stylists should adhere to certain guidelines (perhaps even rules). Stylists should create a separate Twitter and/or Facebook account for business use. It’s absolutely crucial to separate personal and professional use of social media. Now, here are some tips to help stylists use social media effectively: Helpful tips Stylists should: 1. Use a professional tone right from the start. Social media is not the place to use informal or personal language. 2. Post plenty of professional photographs. Stylists can hire a couple of models to showcase their abilities online. Stylists should ensure that they have the photographer’s permission to post their photographs online. 3. Write relevant posts that will engage customers. For example, winter is officially here-why not brighten things up with some highlights?
5. Avoid giving false compliments. People do want to hear nice things about themselves but not when they’re untrue. 6. Remember: The Medium is the Message . Always choose the right medium for a message. For example, if a stylist needs to communicate with a lot of clients they may want to use an e-flyer, e-newsletter, or post on social media. Social media is an excellent way to keep in touch with clients. 7. Avoid forcing communication on people. Earlier, this course mentioned that some people are shy, quiet, or simply tired. Not all clients will be chatty. If they have a book to read, stylists should let them do so. If clients appear to have nothing to say, then stylists should leave them be. Clarity is about respecting peoples’ boundaries. Interactive exercise Fill in the boxes below to focus on areas that require growth in communications skills. My greatest challenges with client communications are:
My strongest skills with client communications are:
Understand a client’s needs There is perhaps nothing as frustrating to a client as when they have to continually repeat themselves, or when they’ve asked for one thing but received something else. How does this happen? Poor communication. If stylists are unsure about what a client wants, they should ask again. It’s better to ask more questions than to give a client something they didn’t want. Again, stylists should take their cue from the client. Gain a client’s trust This usually happens over time. When stylists provide the first two, the third will follow.
BUILD A CLIENT BASE
4. Treat their Facebook page as a miniature website. When customers arrive on the stylist’s Facebook page, they should be able to find all of the information they may be looking for. Stylists can use the various Facebook tabs to show salon locations, services, photos and reviews. 5. Engage customers . Consider small giveaways, such as a new shampoo and conditioner. 6. Consider a customer contest. Find ways to make the Facebook page entertaining as well as informative. 7. Find fun and interesting quotes by famous stylists and designers. This will increase the entertainment factor. 8. Remember to personalize the Facebook page and include the benefits of their services to customers. 9. Share articles about their salon. Stylists should remember to promote both themselves and their salon. They should also gain a clear understanding of what the salon allows them to post.
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