Be professional 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. Others may abuse 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
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. “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. 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.
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 available, and offer to 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:
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