g. What do clients expect from me? Professionalism, professionalism, professionalism. This can’t be stated enough times. When a stylist looks and acts like a professional, customers will appreciate it. They expect stylists to know their ‘stuff’; in other words, to be knowledgeable about the latest styles, products, and whether they are appropriate for an individual. They expect stylists to act personable, polite, respectful, and appropriate in all interactions . h. What makes clients want to come back? Clients will return if they get the best service possible. In today’s market, the consumer wants it all – great service and great prices. They want to know someone cares about their needs and will attend to them. They want to be treated nicely and with some respect for the fact they’re putting out their hard-earned money. It’s not possible to please everyone, but it’s important to try.
d. What is my role? A stylist’s role is to provide top-level professional services. Stylists are salon professionals, not a friend and not a therapist or counselor. It’s absolutely vital that stylists stick to the parameters of their professional role. e. What other services do clients use? One of the ways stylists can advise customers is by learning about the other services they use. It’s perfectly natural and appropriate to ask if they’re using other services at the salon. This may assist stylists in advising them on the kinds of products that may benefit them. f. What is a client’s economic status? This may, or may not be something stylists can determine. Sometimes a person will say that they have limited funds, while others let it be known that they’re able to purchase whatever they please. Either way, stylists should not pressure customers into anything. Stylists should let clients know what they think and what is available to them. But the client needs to make the choice.
SETTING PROFESSIONAL BOUNDARIES
make them feel uncomfortable. Stylists can make a list if needed, in order to ‘check in’ with themselves and deal appropriately with situations. 2. Check out the possibility of finding a mentor. They can help stylists find their ‘comfort zone’ so that they deal with challenging people and situations more comfortably. 3. Step away from a situation if it becomes too uncomfortable. Stylists can simply say that they need to get a glass of water or something logical so that you can break up the rhythm of the situation. 4. Allow people to know and learn their boundaries right from the start. For example, if some tries to discuss something that stylists know will be uncomfortable, they should find a way to stop the conversation. Stylists don’t have to let on that it’s making them uncomfortable, they can simply steer the conversation in another direction. Eventually, the client will learn that stylists don’t respond to those triggers. 2. If, at any time, the client asks directly for advice, stylists needs to set the boundaries. Stylists can say in a calm voice that they’re not able to advise them. This isn’t a stylist’s role and they don’t have the expertise to do so. If mantra client persists, a stylist can repeat the mantra; “I’m sorry but it’s not my role to advise you, and I’m not allowed to do so.” 3. If a client asks if they should see someone or go for professional help, stylists can again repeat the mantra above. Stylists should not allow clients to manipulate them into giving any kind of advice at any time. 4. Listen, just don’t respond. For example, if a client is going through a nasty divorce, stylists can listen to the story but shouldn’t respond in any way, or even let them know how they feel or what you think. That’s not the stylist’s role. 5. If a client tells says that their previous salon professional was helpful and offered advice, the stylist can say something like: “That was their choice to make. The rules at this salon are we don’t give any personal advice. I hope you can understand.” 6. If a client decides to leave because of this matter, it’s probably for the best. A client who wants to press for personal advice will likely become problematic. As stated above, one has to be very careful about what is said in a conversation with a client. Some clients will try to press stylists for advice. Some may try to manipulate their stylist into doing so. They might not even be aware that they are doing this. It is the stylist’s responsibility to remain clear and professional. The important thing is that they stay detached and neutral. Stylists should not take sides in any kind of dispute or situation.
When stylists meet with a client for the first time, they should establish how they plan to communicate and interact with that person. As mentioned previously in this course, some people will be easy and comfortable to chat with, while others will be shy or even hesitant to say much at all. There’s no reason to force the issue. However, it’s often challenging to establish and maintain professional boundaries. If stylists don’t do so right from the start, it will be very difficult to do so later. Stylists should use the first appointment to let the client know who they are and how they work. It’s absolutely vital for stylists to be aware of their triggers . These are the comments, situations, and types of people who can “set them off.” Helpful tips Stylists should consider the following tips when setting boundaries: 1. Take the time to learn personal triggers. Stylists should know what kinds of conversations bother them and what situations Why can’t we be friends The fact is this: clients are customers, not friends. It’s unfortunate that some clients and some professionals don’t seem to understand this, and they breach the professional boundaries. Some clients may be lonely or going through a difficult time; as such, they may seek to establish a friendship or a social relationship with a stylist. If a client does try to breach the boundaries, stylists can explain to them in a kind, understanding tone that they are not allowed to do so and that it’s a breach of salon rules and regulations. They may not like it, but they will have to respect it. It’s okay to be ‘somewhat’ personal, that is, easy going, nice to talk to, even friendly, but it’s absolutely essential that stylists do not cross certain boundaries. This may be one of the more difficult issues to deal with. As noted above, some clients will undoubtedly go through difficult times in their lives. Issues such as illness, divorce, death, family problems, and other challenges will be a part of their lives. But, as hard as it may be, it’s absolutely essential that stylists don’t offer clients any advice. There are both ethical and legal issues here. First, stylists are not trained therapists, psychologists or counselors. Therefore, even the smallest bit of (seemingly harmless) advice can rebound and harm the client. Second, from a legal perspective, stylists could get themselves into a lot of trouble. Helpful tips Stylists should consider the following with engaging with clients: 1. When a client discusses their personal problems or issues, remain absolutely quiet on the matter. Stylists should simply listen and go about the business of providing salon services.
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Book Code: ENC0824
EliteLearning.com/ Cosmetology
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