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. 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.
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. 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. 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.
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Book Code: ENC0824
EliteLearning.com/ Cosmetology
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