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WHAT’S INSIDE
Chapter 1: Communication Skills for Salon Professionals
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[2 CE hours] This course begins with communications. It is often said that good communication is the key to doing well in life and business. Several factors affect both direct and indirect communication. In this basic-level course, stylists will learn tips and
tricks to help them improve and maintain their communication skills with clients, coworkers, and management. Chapter 2: Establishing Gender Inclusivity in Hair Salons: Shaping the Future of the Beauty Industry 15 [1 CE hour] Suppose your salon is searching for ways to become more welcoming to people of diverse beliefs, backgrounds, and identities. In that case, this class can increase your appearance in today’s society. This course explores gender inclusivity in hair salons, examining its meaning, its importance, and how it may be incorporated into the hairstyling businesses. When taking this course, cosmetologists and barber stylists take giant steps toward symbolizing equal rights and creating spaces where clients may feel respected, included, and safe. Chapter 3: Eyelash Enhancements: From Prep to Post-Care 21 [1 CE hour] In this comprehensive course, you will learn how to safely and confidently apply eyelash enhancements while understanding the history and its evolution in modern beauty. Cosmetologists will gain vital knowledge of the essential equipment, supplies, and materials, along with proper preparation, cleansing, and sanitation techniques. By the end of the course, you’ll be able to perform professional eyelash applications, educate clients on home care, and ensure long-lasting, satisfying results. Chapter 4: Introduction to Oncology Esthetics 26 [1 CE hour] This course will help assist each student in understanding cancer in its simplest form. In addition to gaining an understanding of the fundamentals of Cancer, this course will also include the stages of Cancer, Cancer treatments and the side effects. The learner will also be able to recognize alternatives to help your client while he or she is undergoing cancer treatments and empower each student with the knowledge to perform informal skin cancer checks within the treatment room. Chapter 5: Skin Cancer Guide for Salon Professionals, 2nd Edition 34 [1 CE hour] This course will equip you with essential knowledge about skin cancer—including how to recognize the warning signs of precancerous lesions, the most common forms of skin cancer, and rare types that can appear. As a cosmetologist, you play a vital role in your clients’ overall health and wellness, and you are also in the position to observe areas of the client’s skin, scalp, and nails that they can’t or don’t easily see. This puts you in a position to easily spot suspicious, potentially dangerous changes early. The goal of this course is to help you confidently identify potential concerns and guide clients toward seeking proper medical care when necessary. Chapter 6: The Art of Microblading for Beginners 39 [1 CE hour] Discover the art of microblading in this comprehensive course. Delve into its history and evolution and master every step from consultation to execution. Learn the importance of aftercare for optimal results and explore training options to become a certified microblading artist. Uncover the benefits of providing microblading services to clients who want to enhance their looks to those seeking enhancement due to suffering from health challenges. Chapter 7: The Effects of Environmental Pollution on Skin 44 [1 CE hour] It is well known that pollution causes devastation to the environment, but pollution is also detrimental to our health, including the health of our skin. This course will help skin care experts stay informed and educate their clients about the harmful long-term effects of environmental pollution including blue light, skin aging, and skin cancer. Final Examination Answer Sheet 52
©2026: All Rights Reserved. Materials may not be reproduced without the expressed written permission or consent of Colibri Healthcare, LLC. The materials presented in this course are meant to provide the consumer with general information on the topics covered. The information provided was prepared by professionals with practical knowledge in the areas covered. It is not meant to provide medical, legal or professional services advice. Colibri Healthcare, LLC recommends that you consult a medical, legal or professional services expert licensed in your state. Colibri Healthcare, LLC has made all reasonable efforts to ensure that all content provided in this course is accurate and up to date at the time of printing, but does not represent or warrant that it will apply to your situation or circumstances and assumes no liability from reliance on these materials. i COSMETOLOGY CONTINUING EDUCATION Book Code: ENC0826
What are the requirements for license renewal? Licenses Expire Frequently Asked Questions
CE Hours Required
Mandatory Subjects
24 Must complete 8 hours of CE per year during the 3-year licensing period (All hours are allowed through home study)
Before October 1, every 3 years
None
How much will it cost? If you are only completing individual courses in this book, enter the code that corresponds to the course below online.
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2
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CNC02CS
Chapter 1: Communication Skills for Salon Professionals
Establishing Gender Inclusivity in Hair Salons: Shaping the Future of the Beauty Industry
1
$7.00
CNC01EG
Chapter 2:
1 1 1 1 1
$7.00 $7.00 $7.00 $7.00 $7.00
CNC01EE CNC01ES CNC01SC CNC01AM CNC01EP ENC0826
Chapter 3: Eyelash Enhancements: From Prep to Post-Care
Chapter 4: Introduction to Oncology Esthetics
Chapter 5: Skin Cancer Guide for Salon Professionals, 2nd Edition
Chapter 6: The Art of Microblading for Beginners
Chapter 7: The Effects of Environmental Pollution on Skin
Best Value - Save $32.01 - All 8 Hours
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How do I complete this course and receive my certificate of completion? See the following page for step-by-step instructions on how to complete and receive your certificate. Are you a North Carolina board-approved provider? Colibri Healthcare, LLC’s courses meet the standards for cosmetology continuing education activities in North Carolina. Are my hours reported to the North Carolina board? No. The board performs random audits at which time proof of continuing education must be provided. What information do I need to provide for course completion and certificate issuance? Please provide your license number on the test sheet to receive course credit. Your state may require additional information such as date of birth and/or last 4 of Social Security number; please provide these, if applicable. Is my information secure? Yes! We use SSL encryption, and we never share your information with third-parties. We are also rated A+ by the National Better Business Bureau. No problem, we have several options for you to choose from! Online at EliteLearning.com/Cosmetology you will see our robust FAQ section that answers many of your questions. Simply click FAQs at the top of the page, email us at office@elitelearning.com , or call us toll-free at 1-866-344-0970 , Monday - Friday 9:00 am - 6:00 pm and Saturday 10:00 am - 4:00 pm EST. What if I still have questions? What are your business hours?
Important information for licensees Always check your state’s board website to determine the number of hours required for renewal, mandatory topics (as these are subject to change), and the amount that may be completed through home study. Also, make sure that you notify the board of any changes of address. It is important that your most current address is on file. Disclosures Resolution of conflict of interest Colibri Healthcare, LLC implemented mechanisms prior to the planning and implementation of the continuing education activity, to identify and resolve conflicts of interest for all individuals in a position to control content of the course activity. Sponsorship/commercial support and non-endorsement It is the policy of Colibri Healthcare, LLC not to accept commercial support. Furthermore, commercial interests are prohibited from distributing or providing access to this activity to learners. Licensing board contact information: North Carolina Board of Cosmetic Art Examiners 121 Edinburgh South Drive, Suite 209 Cary, North Carolina 27511 Phone: (919) 736-6123 Fax: (919) 678-3012 Website: https://www.nccosmeticarts.com/
ii
Book Code: ENC0826
COSMETOLOGY CONTINUING EDUCATION
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ALL HOURS IN THIS CORRESPONDENCE BOOK $19.99 ENC0826 If you are only completing individual courses in this book, enter the code that corresponds to the course below online. Communication Skills for Salon Professionals 2 $10.00 CNC02CS Establishing Gender Inclusivity in Hair Salons: Shaping the Future of the Beauty Industry 1 $7.00 CNC01EG Eyelash Enhancements: From Prep to Post-Care 1 $7.00 CNC01EE Introduction to Oncology Esthetics 1 $7.00 CNC01ES Skin Cancer Guide for Salon Professionals, 2nd Edition 1 $7.00 CNC01SC The Art of Microblading for Beginners 1 $7.00 CNC01AM The Effects of Environmental Pollution on Skin 1 $7.00 CNC01EP 8
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iii
COSMETOLOGY CONTINUING EDUCATION
Book Code: ENC0826
Chapter 1: Communication Skills for Salon Professionals 2 CE Hours
Course overview This course begins with communications. It is often said that good communication is the key to doing well in life and business. Several factors affect both direct and indirect communication. In this basic-level course, stylists will Learning objectives After completing this course, the learner will be able to: Describe all the factors that can affect communication in the salon. Identify strategies to build a strong client base. Affecting communication There are several factors that can affect communication, including the presence of a disability, choice of communication channels, the atmosphere, lack of feedback, and the ability of the receiver to communicate. Another important factor is the relationship between those communicating- is it strained? Comfortable? All of these factors will affect the way you communicate and receive information. Figure 1: Factors that Affect Communication
learn tips and tricks to help them improve and maintain their communication skills with clients, coworkers, and management.
Discuss the importance of meeting client expectations. List some methods of establishing professional boundaries with clients.
WORKING WITH CUSTOMERS
7. Always gain people’s permission to use their personal email. 8. Gain clarity around a company’s communication expectations, as companies’ policies and procedures will vary. 9. When speaking with a client on the phone, stylists should always paraphrase the customer’s request in order to ensure they have heard them correctly. For instance, the stylist may ask, “I understand you want/ need a partial highlight” or “Am I correct in that you want/need to schedule a thirty minute massage?” Interactive exercise The following interactive exercise helps individuals to identify areas in which their communication skills are strong, and the areas that could use some extra effort:
I Need More Work in this Area
Statement
Yes No
I feel confident in my direct, in-person communications with my clients. I feel confident in my direct in-person communications with my colleagues. I feel confident in my direct in-person communications with supervisors and owners. I feel confident in my telephone skills. I feel confident in my ability to write professional emails. I feel confident in my ability to communicate with professionalism in all situations. I am unconcerned about my direct or indirect communications skills.
In a professional salon environment, stylists will communicate with a broad range of individuals, including clients, colleagues, supervisors, and salon owners. Individuals communicate with different types of people in different ways. A conversation with a client is going to be far less formal than one’s communication with a supervisor or a salon owner. There will also be far more indirect communication with some people, while other people merit regular and direct communications. So, how can a professional improve their communication skills? Helpful tips 1. Always keep an even, calm, and professional tone. 2. No matter what the situation, never engage in angry communications in public. 3. Never use email or the phone to vent on someone. 4. Remember that anything typed in emails can be used as legal communications in court. 5. Direct communications are always preferable— breakdowns or confusion can occur in indirect communications such as email or text messaging. 6. Keep phone conversations and emails with clients brief and to the point.
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Write professional emails One of the most common ways people miscommunicate today is by email or texting. The major issue here is that people often use these methods for brief communications, and so the assumption is that less is better. However, that isn’t necessarily so. Too much information can definitely annoy someone, but too little can cause huge confusion. Here are some good guidelines for communicating by email: Helpful tips 1. Always maintain email address confidentiality. Clients may consider the sharing of their email as a huge breach of trust. If a client trusts a professional with their email, the stylist should always keep it confidential and only use it as necessary. 2. Be sure to use a proper header in the Subject line. Don’t keep using the header “Re:” as this will cause unnecessary confusion. Communicate with respect The old saying, “honesty is the best policy” still holds true today. No relationship can thrive when anyone begins to insert dishonesty into communications. On the other hand, people sometimes feel that by giving an honest answer, they might hurt another person’s feelings. Salon professionals may face this issue, because they are dealing with the issue of aesthetics. People visit salons to enhance their appearance. By the very nature of the work, clients will ask salon professionals for an opinion about their appearance. So, how does someone create a balance between honesty and kindness? Helpful tips 1. Always use a professional tone. 2. Never talk over a client’s head in order to sound more professional. 3. When explaining a procedure or technique, ask the client if you are being clear. A salon professional can simply ask, “Does this make sense to you?” 4. Learn the conversation and communication styles of others. Some people are very chatty, others are quiet, and some are even shy. It takes practice, but stylists should learn to speak with people in ways that are comfortable for them. 5. Learn the art of observation. Over 70 percent of communication is non-verbal. Stylists can learn a great deal about people by observing them. Does a client look like they are worried, upset, joyful, excited, etc.? Are they wringing their hands? Do they appear anxious? Are they constantly checking their watch? Many aspects of a person’s behavior provide insights for the stylist. Stylists should take time to get to know their clients, and communication will flow from there.
3. Do keep emails brief. Get to the point quickly. However, don’t leave out any important information. 4. Read the email in full prior to sending it out. Ensure information is presented in a professional and respectful tone. 5. Don’t use email to try and resolve issues with a client, colleague, supervisor, or salon owner. If you have issues, set a time to meet in person. 6. Don’t use email to berate or bully someone, as this is actually illegal. 7. Don’t use emails to replace in-person communications. Sometimes it’s better to pick up the phone and have an actual conversation. People will appreciate the effort. 8. Don’t use professional or salon email to send personal emails. 9. Obtain permission from the salon owner or manager to create a client email list. The salon may have set policies and procedures for marketing and information sharing. 6. It is inevitable that people will complain. That is the nature of the service industry and unfortunately, it is unavoidable. However, the way a stylist handles a complaint will determine the future relationship. If a client needs to complain, stylists should provide them with a space and time to do so. LISTEN . Don’t interrupt. Let the client speak . If they know they are being heard, then the situation can be defused. When someone is upset, the primary issue is understanding the nature of the concern/complaint. Stylists should take time to understand the situation and then offer a solution. Don’t get upset or angry in return. Stylists should never raise their voice. Simply listen and try to offer a solution for a positive outcome. 7. At the close of any session or treatment, always thank the person for coming in, whether they’re a one-time client or a frequent customer. People want to be thanked for spending their hard-earned money. 8. Never engage in an argument with a client, even if they say something offensive. Stylists have the choice not to service them again. But, unless the client is abusive or cruel, it’s best to simply avoid responding to controversial statements or questions. If they ask, “What do you think?” Find a way to change the conversation, or simply say; “I really don’t know.” 9. Take the time to learn the salon’s policies and procedures on abusive clients. 10. Remember, when in doubt, simply stay silent, or shrug your shoulders, but do not engage in arguments or difficult discussions with clients.
Interactive exercise This exercise provides an opportunity to identify areas of strength and areas that need improvement.
I Need More Work in this Area
I have strong skills in the following areas:
Yes
No
Communicating comfortably with a broad range of clients. Communicating with clients from different cultural backgrounds. Communicating with clients who have been unhappy with my service. Communicating with clients with different perspectives and values than myself. Communicating with clients who have a history of making complaints.
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I Need More Work in this Area
I have strong skills in the following areas:
Yes
No
Communicating with clients who are unable to describe what they want. Communicating with clients who give mixed messages. Communicating with clients who have unrealistic expectations. Communicating with clients who are somewhat rude and disrespectful. Be professional
Others may abuse the information. Stylists should always keep personal and professional information separate. 2. Never offer a client personal advice. This can have disastrous consequences. No matter how difficult a client’s situation might be, the best thing for a stylist to say is; “I’m sorry to hear that,” or “I’m sorry you’re going through a difficult time.” That’s it. Stylists can listen. It’s the client’s choice if they share information, but stylists should not venture into a situation where they’re providing therapeutic advice. If a client directly asks for advice, stylists should politely let them know they’re not allowed to do so. They may not like the answer, but they’ll have to honor it. 3. Some clients will be chatty and annoying. There is no way to avoid this. In these situations, it’s best for a stylist to focus in on the task and simply get the work done in the best and quickest way possible. 4. Never speak about one client to another. This is unprofessional and inappropriate. 5. If a client begins “over-sharing,” the stylist should find a way to change the conversation. They can say something simple such as; “The last time you were here we talked about highlights. What do you think?” or “We have a wonderful new line of products that do this…” Make it relevant but professional. available, and offer to “fill in the blanks” for them. In other words, go the extra mile for the client. 5. Provide a time for the client to ask questions about their treatments. Stylists can open with this: “Are you getting everything you need from us? or “Is there anything else we can do for you?” 6. Accept when a client says “no” to a suggestion. It’s uncomfortable at best, but it is unprofessional for the stylist to pressure a client into doing something they don’t want to do. 7. Remember confidence is about attitude. People who are confident don’t need to brag or convince. They are clear on their abilities, and they feel comfortable in handling a wide range of situations. 8. Confidence emanates from great service. Stylists should always provide their best. People will appreciate this and return to the salon the next time they need service. This in turn instills more confidence in the stylist. 9. Always be ready. Demonstrate professionalism and confidence by having a clean, well-prepared workstation. This reflects on the stylist. 10. Always let the client know what they can and cannot do. Confidence isn’t about pretending, it’s about honesty. 11. Confidence is also about preparation. Stylists should ensure they are ready for each new client. It might help to keep a small journal on your regular clients: the products they like, the hair color they use, any concerns they have discussed before, specific needs they might have, etc. Clients always appreciate it when they know their stylist is ready to service them specifically.
The more important aspect of communications, whether it is in-person, on the phone, or by email, is to keep it professional. Because stylists service customers on a repetitive basis, they may naturally want to ask that client personal questions. However, the fact is, unless the client wants to share information with, it’s ultimately not the stylist’s business. A person’s life is private and confidential. It’s one thing to ask a client how they’re doing, but it’s quite another to ask for details of their personal life. The difference is, one is professional and appropriate and the other is unprofessional and inappropriate. It’s helpful to note here that some clients, for whatever reason, will choose to share details of their personal life. In these cases, it’s best to simply listen and not comment. The following list provides practical strategies for how stylists can remain professional in all areas of communication. Helpful tips Stylists should remember the following: 1. While some clients will choose to share personal details, don’t offer the same in return. This will ultimately discourage them from doing so. The problem with providing personal details is that some clients will take this to mean a personal relationship is developing. Be confidant The first piece of information to remember here is this: people visit professional stylists for their expertise. Clients will ask about the following types of information: Figure 2: Information that Clients Ask About
Appearance- related issues
Product lines
Style trends
Product use
Helpful tips When clients visit a salon professional for advice, the stylist should: 1. Accept that they have the expertise and provide the information required in a professional manner. Display confidence in their knowledge and experience. 2. Never go beyond what the customer asks for, such as, trying to sell them a wide range of products you know they don’t need. 3. Never pretend to know the answer to a client’s question if they don’t. Refer them to someone who can answer their question, or find the answer on their behalf. 4. Remember that sometimes a client’s question doesn’t have a simple or direct answer. The stylist should let them know this, provide the information that they have
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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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Respect There’s no doubt that stylists will feel more comfortable with some clients than others. Some clients will be easier to get along with, while other clients will be challenging to please.
Figure 3: Treating All Clients with Respect
Continue your education Continuing education is essentials for professionals in every field. Salon professionals are no exception. In continuing education, stylists have the opportunity to expand their knowledge of the industry, increase their skill-base, and further their career. Sounds like a pretty great deal! There are many ways for stylists to engage in continuing education. Before starting a continuing education journey, stylists should determine the kinds of skills they want/ need to gain. Seek out courses that will help them to acquire these skills- there are many options for continuing education, so choose wisely! Another option is attending workshops that can provide short-term training. These are Promote expertise The first rule of self-promotion is professionalism . This word appears multiple times in this course because it’s an essential component for stylists. When stylists engage people with a professional attitude, people will remember them in a positive context. The opposite is also true. People remember when someone mistreated them, or behaved in a disrespectful or unprofessional manner. The second rule is exposure . This is what self-promotion is all about. However, the ways in which stylists use exposure determines how people perceive them as a professional. The big three of business exposure are printed ads, web marketing, and word of mouth. Stylists need exposure to get clients. The salon owner is responsible for running ads and maintaining a website, but stylists should be familiar with what the ads are promising and how the website promotes their skills. Figure 4: The Big Three Areas of Exposure
excellent ways to meet others in the profession, network, and learn what other people are doing. These workshops often provide excellent ways to increase knowledge of a specific kind of skill that stylists use in daily work. Stylists can even check your local bookstore or surf the web for ideas. The field of cosmetology is advancing all the time, so it’s important to stay updated. But make sure not to simply take ideas from others. Stylists should let others know they’ve visited their website and that they appreciate their knowledge and expertise. This shows a level of respect that people appreciate. Stylists can generate their own word-of-mouth referrals. They can develop a one-minute description, such as: “Hi, I’m Sara, I'm a professional hairstylist with a specialty in cutting.” They can include something about their training, and then hand out their business card— something that stylists should carry all times. Stylists should not wait for the salon owner to send clients their way. They should take the initiative and take responsibility for their career. Loyalty is another key to marketing and self-promotion. Stylists must earn peoples’ trust and loyalty over time. They can achieve this by providing the best service possible. Find the best resources . They are everywhere today- in magazines, the library, on the internet, and through colleagues. Stylists can ask colleagues where they had their business cards made. They can ask other salon professionals about their marketing strategies and what worked for them. Once again, good communication is the key to success. Email is a wonderful modern communication tool. It can be a boon, or it can be a bust. There are rules to follow when emailing with clients. Stylists should remember the following tips when emailing clients. Helpful tips 1. First, gain the client’s permission to include them on the list. The best way to do this is to have a printed form that both parties sign. Stylists should then make one copy for the client and one copy for themselves. The form must be clear on how their email will be used, how often clients can expect emails, an assurance of confidentiality, and who else will be on the list (i.e. just clients). 2. Prepare a spreadsheet in Excel (or another similar software program) to keep track of the list and the dates they sent out any information to them.
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Book Code: ENC0826
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10. The best social media sites are: Facebook, Twitter, Instagram, Pinterest, and LinkedIn. 11. Why Instagram? Since the salon profession centers around beautification, it’s a natural match to show beautiful images. Stylists can recruit some friends to get into the act and pose after having their hair styled or colored. Sometimes a well-timed image is exactly what a potential customer needs to encourage them to come into a salon and use its services. 12. Why Facebook? Because everyone is on it! Stylists who are not probably should be. Stylists can check out what others are doing, as well as showcase their own talents and accomplishments. For instance, a stylist could announce that she attended a recent workshop on the latest coloring techniques. 13. Social media marketing takes patience. Without a viral video, the odds of a website or page achieving overnight success is highly unlikely. Instead of trying to become the master of all platforms, stylists should pick two that they can dedicate consistent time to and create content for. 6. Remember to thank clients when they do spend extra on additional products. This is their hard-earned money and they’ve (probably) used it based on the stylist’s recommendation. This is probably an obvious marketing and communication strategy. One way for stylists to promote their business is to have repeat customers. The best way to do this is to offer the customer something in return for their repeat business. If someone comes in every six weeks for a haircut, perhaps a stylist could offer that customer a slight discount. However, the stylist should verify this with the salon before making any such offer. The stylist should be clear with clients that they receive this discount because they’re coming in on a regular basis. Returning clients are the key to growing a business at a more rapid rate. If a stylist retains half of her new clients, then 0 percent of all that hard work and expense involved in gaining those new clients has been wasted. But what about the other half? The stylist is also losing lots of potential income, because customers are spending their money elsewhere. There can be many reasons why a client doesn’t return. Maybe they weren’t happy with the treatment they received, or perhaps they weren’t made to feel special by staff members during their time in the salon. Whatever the reason, stylists need to make sure that these clients give them a second chance. The stylist needs to prove that they work at right salon for them, and that means getting those new clients back through the salon doors. The next section of this course focuses on how to keep clients coming back.
3. Create a separate folder in their email account for this list. It must not be the stylist’s personal email . In the folder, stylists should keep copies of everything they’ve ever sent to clients by email. 4. Use the email list to offer incentives such as discounts, referral rewards, and other client bonuses. 5. Don’t inundate clients. One email a month is more than adequate. 6. Keep emails brief and to the point. It’s often best to offer information in bulleted or numbered lists rather than long paragraphs. 7. Discuss list management with other salon professionals. Just don’t share email addresses. 8. A small, professional website is the best way to connect with clients. In that way, stylists can simply send an email with a link to the website for the latest news and offers. 9. Research, research, research! Scour the Internet for ideas on how to develop an effective website for a salon professional, as well as ideas on email lists and e-newsletters. Planning ahead This is the most obvious time to provide clients with an opportunity to purchase products, or book appointments for additional treatments/services. When stylists are working, they have a captive audience (for the most part) and the time to chat with clients. However, as with all communication, stylists must be careful not to abuse the situation, or use it in ways that would be upset the client. Helpful tips When making recommendations, stylists should: 1. Never use the hard sell. People don’t like to be pushed or pressured into their purchases. 2. Specify exactly why they are recommending a specific product. Stylists could say, “Well, you have very curly hair, which I know you sometimes find difficult to manage. This new product “x” is good for you because it’s all natural and specifically created for managing curly hair.” 3. Make time for client responses and questions. This shouldn’t be a monologue, but a conversation. Stylists should remember to occasionally ask, “What do you think?” or “Are you looking for any additional products right now?” 4. Remember that no means no. This has been mentioned before, but it’s worth repeating. When a client says they can’t afford anything more right now, stylists should take them at their word. Stylists should never try to persuade clients to do something just to earn more money. 5. Always offer the most affordable options you can. People appreciate it when others try to help them save money. Special personal products are a luxury today and not everyone can afford them. Presentation In today’s world, people are dressing in increasingly informal styles. Stylists should verify their salon’s policies on how to dress for work. However, there’s something to be said for the “well-dressed professional.” This doesn’t mean stylists need to purchase thousands of dollars in professional business clothes. No one expects a stylist to wear a suit to the salon. However, a nice pair of pants with a well-tailored top gives clients better impression than sloppy jeans and an old t-shirt that doesn’t fit properly.
Here’s one example of a salon dress code:
The following is not allowed: poorly fitted clothes, tank tops, undershirts, mini-skirts, shorts, athletic shoes, casual flip-flops, long pants that drag on the ground, and sweatshirts including those with hoods. No midriffs or excessive cleavage.
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Book Code: ENC0826
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Here’s another dress code and personal appearance policy:
The easiest way for a stylist to accommodate daily dress is to buy two to three pairs of neutral colored dress pants. Blue, grey, black, or brown are the best choices. Stylists should also purchase several white, black, blue, or grey blouses to coordinate. In this way, stylists can switch them around and have several outfits to wear.
Black, white, or gray clothing only. Any shade of gray is acceptable. Colored accessories are acceptable and include shoes, scarves, earrings, bracelets, necklaces. Hair must be styled at all times (no one may work with any color or foils on their hair; your hair may not be wet). All pants must be properly hemmed, and may never drag on the floor. No sneakers or flip flops may be worn. Dress attire must be trendy, business casual. Rewards A reward system is one of the easiest ways for stylists to thank their clients. As with all initiatives, stylists need to clear this with their salon first. There are a number of parameters for a reward system. For one, you can reward customers who come in regularly for cuts, color, highlights, etc. Establishing a referral reward system is a great way to reward customers who refer friends and colleagues to your practice. You can also reward customers who leave generous tips, or first-time customers in order to encourage them to return. Now, the question is, what kinds of rewards are appropriate for clients? Discounts are one of the most appreciated of all rewards. For example, customers might receive a 20 percent discount on services if they refer a friend. You can offer discounts in person or online as coupons. Coming up with a reward system that includes the community is a great way to grow your business. For example, run contests through a Facebook page or personal website. Stylists might have a raffle, or a client referral contest. Stylists should encourage people to participate and have fun! Another great way to engage customers in a reward scheme is to have special anniversary appointments. Birthday specials are an excellent way to make clients feel appreciated, and like they matter to your salon. Offer clients free samples or discounts on services, or even go above and beyond and get a coffee and muffin from the local café. Another option is to set up a system so that after ever ten or so appointments, clients receive something as a thank- you. Lastly, stylists can do something extra to mark special events. If styling clients for a wedding, anniversary, or other special event, offer something for the big day. For example, stylists could offer a bride a blue ribbon or hairclip. Or it could be a lovely card to wish them all the best.
Clients want to be thanked! There is no other way to say this. While it’s true that stylists provide a professional service, people still want to be thanked for their patronage. Stylists should remember to find a way to thank all your clients on a regular basis. Helpful tips To show appreciation, stylists can: 1. Set up a thank-you system on their website or Facebook page. At the end of each day, stylists can post a thank you to those clients who came in. Stylists don’t need to mention people by name. A simple thank you is enough: “A big thanks to all my customers today. It’s always great to see you and I hope you appreciated our services today. We look forward to seeing you again soon. Have a great evening!” 2. Type up a list of tips for daily hair care and hand it out to clients after their treatment is complete. In this way, they don’t have to remember what said the stylist said, they have it in writing. 3. Set up an advice system on their a Facebook page or website. Remind clients they can check in regularly for hair care tips, nail tips, and other personal care information. Take the time to look into this. Find some good articles the clients can read, or the latest book they might want to purchase. 4. Thank clients and smile at the end of a service. Nothing pleases people more than an honest, kind smile. It says someone appreciate their time and their business. To increase client retention, give them a great reason to return. One of the best ways to do this is to communicate with a new client shortly after their first visit. Stylists need to let them know just how valuable they are to the salon. They need to feel like they are part of the salon family.
UNDERSTAND AND MEET CLIENT EXPECTATIONS
3. There is no such thing as “just doing a job.” A stylist’s job is their career. It is part of who they are in this world (but certainly not everything). The way a stylist performs their job helps to determine the kinds of loyalty they earn from clients/customers and the possibilities for advancement. 4. When stylists offer the best services they can within the scope of their abilities, they set themselves apart by being exceptional. Services a stylist provides helps them to differentiate themselves from others. 5. When stylists provide exceptional service, it means they go beyond what is expected of them. It is about surprising and delighting, customers. This opens the door for lifelong clients who often become referral sources.
One of the hallmarks of professionalism is that stylists provide only the services they are capable of offering. Services are divided up for a reason. They’re organized according to peoples’ skill sets. If someone is an expert colorist, then it’s likely they will focus on offering that specific service. If someone is an expert stylist, then they are better-suited to provide this service. So, how does a stylist meet client expectations at the same time as staying within their comfort zone, and within their scope of abilities? Helpful tips Stylists should: 1. Set up the boundaries or parameters of the work they will be doing when first hired by a salon. 2. Describe and prove through proper documentation their scope of abilities and professional training during hiring. These discussions provide a framework (or a foundation) for the work stylists will do and the services they will provide. That may change over time, but it may not.
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Book Code: ENC0826
EliteLearning.com/Cosmetology
Case study Maya has styled a particular client’s hair for over a year now. The client has always been pleased with Maya’s work, and so they continually return to her for services. Today they ask for something new. This is an opportunity for Maya to either convince them they should stick with the same style, or to surprise and delight them with something new. Which path should Maya choose? The first is a safer choice. After all, it has worked so far. However, this is a loyal customer. If Maya gives them something new, which is, after all, what they’ve asked for, she’ll take her services to the next level and challenge herself while bringing joy to her customer. In this way, Maya stays within her scope of services but provides her client with exceptionality. Listen People can be difficult. Some people will be argumentative. Stylists must remember that everyone wants to be heard. Everyone wants the opportunity to explain themselves, especially when it comes to receiving paid services. The key for stylists is to balance their own ideas, knowledge, and expertise with the needs, desires, and expectations of the clients/customers. Clients may challenge stylists in many ways. They may ask for services that the stylist doesn’t actually provide to see if they can “bundle” their services in order to save money. Clients may perpetually complain about the services the stylist provides (or for that matter, they may perpetually complain in general, no matter who provides them with services). And finally, they may ask for something that is either difficult or impossible to provide (for example, a woman who has extremely straight, thin hair wants it voluminous and curly). Clients won’t always be easy, but there are some guidelines that can help stylists to navigate those moments when they feel very challenged by a person 1. Contrary to a long-established saying, the client/ customer isn’t always right. A more accurate saying might be, “The client should always be listened to.” Once a stylist hears what the client has to say and the nature of their request(s), they can discuss the possibilities with them. The most important advice here is: “Keep a level head.” Be patient. Listen. Respond appropriately. 2. If the client is requesting something that cannot be accomplished, stylists should not simply say; “Well, that won’t work,” or “I can’t do that,” or “That wouldn’t suit you.” Some more appropriate responses are, “I think I understand what you’re asking for, but I’d like to make an alternative suggestion,” or “That’s a really interesting idea. I could see why you’d want that, but I have another idea.” Stylists should keep the dialogue going until you have consensus. 3. Never use the word “wrong.” People don’t want to hear they have a bad or wrong idea. Someone’s feelings could really get hurt. At the very least, it comes off as unprofessional. Stylists should always let people know they respect their ideas and suggestions . 4. Give in when appropriate. Even if a stylist feels 100 percent sure that a color or style is wrong for someone, it’s the customer’s right, in the end, to have it. Stylists may want to say something like, “Are you sure?” If they say they are, then move on. or situation. Helpful tips
5. Listen in a thoughtful way. Stylists should let a client know that they’re truly listening and not just acting like it. Body language makes a difference and so do facial expressions. Stylists can nod their head, and should always remember to smile as the customer speaks. In the end, stay cool, calm, and collected. Here’s a visual reminder: Figure 5
Interactive exercise This exercise provides an opportunity to identify key skills and areas for improvement.
I Need More Work in This Area
I have strong skills in the following areas: I am able to listen to a client’s ideas with comfort and ease. I am able to listen to a client’s ideas without forcing my own ideas on them. I am able to have an informed, comfortable dialogue with my clients. I am confident that I can avoid arguments with clients. I am confident in my ability to work with a client based on their ideas and suggestions. I am confident in my ability to keep a level head during a challenging discussion. I am confident in my ability to explain to a client the actual services I can provide.
Yes No
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Book Code: ENC0826
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