Interactive exercise This exercise provides an opportunity to identify key skills and areas for improvement.
Here’s a visual reminder:
Figure 5
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.
Keep a Level Head
Yes No
Always Respect a Customer's Ideas and Suggestions
Keep a Dialogue Going
Confirm what a Client Wants
No rush No matter how much planning stylists put into their daily schedule, someone can always come along with an emergency situation, and the stylist may have to accommodate them. In these situations, as with others, stylists may be tempted to rush one client in order to help another. Stylists should try not to fall into this trap because it can become a difficult situation. Helpful tips To avoid rushing clients, stylists should remember the following: 1. When clients are rushed, they feel disrespected. 2. If a client feels a stylist is simply going through the motions and not really paying attention to their needs, it’s unlikely they’ll return the next time. 3. If a stylist is in a situation where they have to fit someone in unexpectedly, they should let that person know they will have to wait. They’re the ones who are upsetting the situation and it’s inappropriate to rush other clients on their behalf. 4. Take the time to explain the situation to clients as appropriate. If a client doesn’t need to know then you don’t have to say anything. Speak with a supervisor/owner about the situation and discuss the best way to accommodate the individual. There may be times when a client tries to engage a stylist in discussing another professional. They may not even be at that same salon. The best thing a stylist can do is simply say: “I’m sorry to hear that.” Nothing more. Sometimes even saying nothing is better. The stylist can nod and show she’s listening, About the clients Gossip is possibly the worst offense in the professional world. Irrespective of what happens with one client, stylists should never talk about any clients behind their backs. This is not only inappropriate and unprofessional, it’s highly disrespectful. It’s often tempting to discuss difficult or challenging customers. However, there is a distinct difference between discussing and gossiping. If a stylist has a challenging client, it’s perfectly natural for them to discuss the situation with a supervisor or owner. However, the stylist should not talk about this person to anyone
but one should never comment on another stylist, or another salon. The issue here is not only about professionalism but respect. Stylists may or may not serve at one salon during their entire career. If a stylist chooses to leave, for whatever reason, she might find herself at the very salon the client spoke about. Others will know very quickly if a stylist has indulged in the practice of undermining other professionals. Helpful tips Stylists should: 1. Try to look at their coworkers as their “work family.” Everyone will see each other a great deal and it’s important to develop healthy work relationships. 2. Set a high ethical standard for themselves in all professional dealings. This includes your interactions with clients, colleagues, supervisors, and owners. 3. Pursue fairness in all professional activities. As a result, stylists will gain a reputation for being fair and ethical, which is important both personally and professionally. 4. Reject any opportunity for advancement through deceit or manipulation. 5. Never engage in any tactics to lure a client away from someone else. 6. Don’t engage with others who choose to undermine. Stylists should let them know immediately that this isn’t something they will tolerate. 7. Stay focused on the positive and on future achievements. else but the supervisor/owner. Gossip is damaging and can truly harm someone’s life. Client feedback is one of the most important aspect of professional communications. As stated earlier, people need to know their ideas and suggestions are being heard. If necessary, people want to state their concerns as well. Providing clients with an opportunity to voice their ideas and suggestions is an issue of trust and respect. They will appreciate this in the long run.
Page 21
Book Code: ENC0824
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