you watch their face. Respond accordingly when it seems to be a problem. Communicate clearly if you are going to change something. Do not assume; always be willing to ask questions as this creates a clear line of communication between beauty professional and client. Clients will be more willing to talk openly with you about their needs if you are open with them. If there are add-on services, make sure you mention these to the customer before you use any tools and products that require extra payment outside of the regular service price. 9. Allow the customer to see the finished product . A well-lit area where a client can see their face, hands, skin, or feet will allow them to see what they will be presenting to the world. A clean hand mirror allows a close-up view of whatever service they have had done. Adjust anything the customer needs changed to suit their needs. If changes are not an immediate option, offer them an alternative. Changes can be minimized with a thorough and clear consultation. 10.Collect your payment . This can be a problem for newer beauty professionals. If you provide free services for family and friends, you should stop. You should go not into a family member’s place of business and expect a discount. Pay for the services you receive and get paid for the services you provide. This can be tricky if you are shy about collecting payment for your services. Practice saying your target price point aloud to yourself. Practice saying it with confidence. Practice swiping a credit card as you discuss what service you would like to add on to your customer’s visit next time. This is an often overlooked step in the process to becoming an in- demand stylist with high prices. Know how you sound. If you have given your all in the process, at this point the customer should be happy and ready to make another visit. Thank your client graciously for any tip they may give. Tipping is customary in the United States, but is not required. Some people do not tip. Some people tip excessively for good service. Treat every customer the same regardless of what they normally do or do not tip. 11.Book the next visit. Booking a future appointment will keep you busier than professionals that do not book in advance. You cannot expect all customers to book their appointments in advance, but they should always be prepared for you to ask. This is what keeps busy stylists busy. 12.Escort your client out and give them their coat, jacket, or umbrella from designated area . This is an act of hospitality. This matters even if we do not believe that it does. 13.After the appointment : Record the products used; the time for processing; the customer dislikes, likes, and allergies; and any information that will be pertinent to the client’s next visit. If possible, write down specifics and notes during non- contact processing time. If you have a bad habit of forgetting this step of service, schedule five to ten minutes after your service times to strictly record information. Whether you see the client again next week or next year, you will know what they do and do not like, and what they want for their beauty regimen. This will also make you stand out because you remembered them. ● Are you protecting the assets of the business by requiring release forms before beginning chemical and potentially dangerous services? ● Are you performing high quality consultations? Do you know what your clients want? Are you listening or just hearing? ● Are you giving careful and thorough services? ● Does your client get to evaluate your work before being asked to pay? ● Are you booking your client’s next appointment in advance? ● Do you escort your clients out of the service area and make sure they have all of their personal items before leaving the facility? ● Are all of the details about the service recorded?
can build an owner’s confidence in you. Owners do not trust employees that do not care about the longevity of the company. Not owning a business is not an excuse to overlook the importance of protecting the company assets. Some of today’s most popular beauty services come with a certain amount of risk. If clients are made aware of potential dangers, and sign to acknowledge that, you have protected the business from future issues that can arise from the normal and proper use of a beauty regimen or service. If you are self-employed, you have a business to protect. Well-written and easy to understand release forms are one way to protect your investment from discrepancies. 6. Escort the customer to the service or retail area . Do not expect them to know where things are in your facility. You are there nearly every day; they are not. Although, repeat customers may know exactly where to go for this service, it is still nice to be appreciated. The time spent escorting clients to work areas also allows time for a simple hello. Ask about their children or pets. This is information that can be briefly noted on their client profile card. If clients are not forthcoming with information about their personal lives, do not pry, and ask them solely about the services offered. Consistent record-keeping avoids missing out on opportunities. 7. Perform a thorough consultation . Ask the right questions, listen for the answers, evaluate possibilities, plan the service(s), and state aloud the plan of action to confirm. Look at the customer’s face and not at their back when finding out what they want. The mirror can show the person, but that is not the same as looking at someone and earning their trust while they tell you what they need. Some people like to discuss price at this point, but this is a personal choice if you are independently contracting. Higher priced stylists know that their base clientele expect higher prices and are prepared to pay. Although, price will come up at some point of the process, you do not want it to be the focus of the consultation. If a client has a limited budget and tells you so, then you should offer services in the client’s budget, but also try to meet the client’s needs. If you work for a corporate salon or are an employee, there likely is a set standard of what is expected during the consultation process. Customer satisfaction should always be the focus when you are seeking higher earnings. 8. Give exceptional service . Performing all services in the safest way possible is always high on the list of priorities. Use only high quality products, tools, and equipment and follow all state-mandated safety rules. Do not use dirty tools and implements on your customers. That is not only dangerous for the safety of your clients, but it will cause clients to lose trust in your performance and decision making. Massage, tension, temperature, and force can all determine the level of comfort for a client during the entire service. Gauge what you would be comfortable with and adjust it for customer needs. Ask your customer if they are comfortable with certain tools and services. Watch client facial expressions. You can almost always tell if someone is uncomfortable if Self-evaluation Now that we know the steps of customer service, let’s evaluate how you perform as a beauty professional. Think about your client records: ● Do you smile as every customer enters your facility? ● Is every person acknowledged by name or greeted and made to feel welcomed? This question refers even to vendors, delivery persons, or maintenance personnel, as these individuals can also lead to business if they are treated well. ● Are you hospitable? Do you escort elderly or infirmed customers with a patient and considerate hand?
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Book Code: ENC0824
EliteLearning.com/ Cosmetology
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