1. PREPARING AND PROVIDING SERVICE TO CLIENTS

2. Receive Clients
The first and most important task you have in a salon is the initial greeting of clients. This alone can influence the whole salon experience.
Welcoming the client. Attend to the client immediately. Even if it means excusing yourself from another.
Greet them with a smile and use their name if possible. Ask them a number questions to determine their needs such as :
What service would you like to have done today?
Are you having a colour, cut or beauty service?
Do you want to have any other service done today other than what you are already booked in for? i.e. beauty services
Check the appointment book, confirm the appointment time and which stylist will be doing their hair.
Retrieve clients records of previous visits or provide new clients with a new client card to collect relevant details.
Help client with belongings. E.g. safely hang up coats and other belongs.
Ask the client to take a seat and offer refreshments and reading materials.

3. Receive Clients Alerting other staff
Wait beside stylist until they are ready to speak with you (if they are with a client) excuse yourself to the stylist and the client. Let them know in a clear but not a loud voice that their next client (use clients name) has arrived and if they require you to prepare them for their service.
Lead the client to an area that is clean and tidy (never seat a client at a cutting station that is still dirty from the previous client).
If the stylist is running a little late immediately inform the client how long the stylist will be. Clients generally do not like being kept waiting any longer than 15 minutes. Offer alternatives if the client is not happy to wait. E.g. another time or another stylist to do their hair.
Rescheduling an appointment should be the last resort

4. Deliver Customer Service to Clients
Competition with other salons for business makes it very important to provide excellent customer service. Unhappy clients will take there business else where, as well as tell their friends about the bad service they received.
Positive Attitude
Your attitude towards the client throughout the service should remain positive, this includes paying attention to their needs and showing interest.
Attending to clients during visit
When clients are having services that require a processing time E.g. having their hair coloured. Confirm with them every 10 minutes whether they are comfortable or need anything. i.e. magazines, drink, etc.

5. Deliver Customer Service to Clients
Remembering the client
Clients feel important and valued if you remember something about what they discussed or mentioned during the last time they visited. It shows you were listening.
Concentrating on the client
The client is paying for your attention and should receive it. Don’t talk over the client or discuss personal information with work colleagues. Instead advise the client on their hair care needs.
Seeing the client out
Customer service does not finish until the client leaves the salon. Ensure the client is properly brushed down from loose hairs, return all their belongings, conduct point of sales procedures efficiently and offer the client another appointment for their next salon visit.

6. Scheduling a Client who has a Disability
Questions you would ask a client who has a disability when scheduling an appointment may include :
When would you like to make your appointment?
What would you like to have done?
With your disability is there any information you need from us regarding accessibility to the salon or salon fixtures like our basins etc.
When this client comes into the salon they should:
Not be treated any differently to any other client and provided with the same professional, friendly and courteous service.

7. Encouraging clients to have additional salon services
Possible comments that can be made to encourage clients have additional salon services may include: 
Have you ever had your eyelashes tinted, the benefits with them is that you don’t always have to wear eye makeup. I could do them for you right now while your colour is processing.
You said you have been at the beach a lot and I’ve noticed the ends of your hair are dry. Your hair would feel great if we do a treatment and you can have a relaxing scalp massage at the same
We have a special on today for half price brow waxing and lash tinting. You get 2 for the price of one. We can do that for you while you are waiting for your stylist.

8. Schedule Clients Using the appointment book
The appointment book or computer is essential for the smooth operation of a salon. Correct or incorrect entries will make or break a business.
Collecting the requested service information from the client has to be accurate and carefully considered when entering the information on to the book or computer.
Time allocation for each service and management of stylists time needs to be well planned. E.g. Allowing for colour processing time and then blow drying afterwards.

9. Schedule Clients
Client contact details must be collected and noted in case of cancellations, unforseen changes or for providing reminders to clients.
Even distribution of client allocation to each salon stylist ensures both client and stylist are being considered.
Casual clients should never be refused immediately. Find out the service they want and then speak with your manager or stylist who maybe able to allocate time to provide the service.
Encourage a client to re-book for future appointments by:
Ask the client if they would like to reschedule another appointment for 6-8 weeks time while they are at the Point of Sale .
Informing them that the appointment can be cancelled if they choose not to keep it.
Informing them that the salon is busy at particular times and that they may find it difficult to get an appointment when they would like it.
Providing them with a card with the next appointment date and time.

10. Client Complaints
When a customer has a genuine complaint, thank them for raising the matter with you. Treat them with genuine empathy, courtesy, patience, honesty and fairness.
Respond to the complaint quickly. Tell the customer how you will handle it
To show that you clearly understand their complaint:
familiarise yourself with any background information before you speak to them, check internal records, speak to staff and check how their version of events compares with the customer's
listen carefully and do not jump to conclusions, lay blame or become defensive
ask questions to clarify the situation
summarise back to the customer your understanding of the problem.
Once you take the complaint details, tell the customer what will happen next.
If possible, nominate one staff member to manage the complaint until it is resolved.
Adopt a solution-focused approach by actively involving the customer in this process. Ensure you take all promised action as promptly as possible.
When you find a solution, tell the customer and check they are happy with the resolution.

11. Requests for Refunds  
In the case of an unsatisfactory retail product purchase then the item is to be exchanged for an alternate product.
If there is not an alternate product available then the client is to receive a salon credit to the value of the original purchase price to be used in the salon as such time as the client desires.
If the refund situation cannot be rectified by the staff member than the manager/ supervisor will need to be informed.
Do not immediately give the client a cash refund unless advised by the manager/supervisor.
In the case of the client not being happy with a service, the problem is to be rectified immediately or credit offered to the client for future services.

12. Fill in Clients Card
The Client Card ( or sometimes referred to as Client Record Card) can be either be on paper/card or on a computer. It is one of the salons best method for making the client feel valued.
The client card is used for keeping all records of the services a client receives as well as products they have purchased or been recommended. This card can be used for future reference when conducting other services.
Information contained on the Client Card should include: contact details, hair characteristics, chemical formulas, service history, preferred stylist, retail purchases, previous service payments and future recommendations.
Information should be entered onto the card during the clients visit or immediately after the client has left the salon.

13. Prepare Clients
Questions you should you ask a senior before commencing a shampooing service on their client would include:  
What other services are being performed on the client today? i.e. colour, perm etc.
What shampoo would you like me to use?
Would you like me to use a conditioner?
Before shampooing a client they need to have a cape or gown placed over their clothes for protection from water or chemicals.
Place a towel around the clients shoulders and then another under the throat across the front.
Hair needs to be lifted at the nape to ensure all hair is out of the way and the neck can be lowered back to the basin to create a seal.
Checked with client for comfort, including seat height and angle and their neck is in the basin curve.
Obstructions like towels or clothing can cause the water to soak through and run down the clients neck and onto their clothing.

14. Prepare Hair for Shampoo
Shampooing is the most frequently performed tasks in the salon and hopefully the most pleasurable for the client.
A good shampoo sets the standard for the rest of the service.
A client wants to feel relaxed yet reassured that they are in good hands.
Before commencing the shampoo verify with the senior what service the client is having
Conduct a visual examination to ensure there are no scalp or hair conditions needing attention
Brushing the hair prior to a shampoo is advisable as it detangles the hair and stimulates the scalp.

15. Prepare Hair for Shampoo
The preparation stage is time for you to assess the hair.
During this stage:
Ask the client a few questions that may help you identify any hair and scalp conditions they may be experiencing such as : 
Have you noticed any itchiness, dryness or irritations with your scalp?
What type of shampoo are you using at home?
How often do you shampoo your hair?
Do you normally use a conditioner?
Have you used or had a scalp treatment in the past?
Determine the hair’s texture. How does it feel?
Assess the condition of the hair and scalp and determine whether it is dry, normal or oily or if there is psoriasis or any infectious scalp conditions such as ring worm, lice or scabies.
Decide on the correct shampoo and method suitable for the shampoo service. Do not shampoo if an infectious condition is identified!!!

16. When Identifying a Highly Infectious Hair and Scalp Condition
You should immediately stop the service you are providing on the infectious client
Explain to your senior hairdresser what you have identified.
Sensitively inform the client the reason why you cannot proceed with the service.
Recommend a suitable hair and scalp treatments or refer to a doctor
Disinfect with a high grade disinfectant all equipment and tools that have come into contact with the client E.g. combs, towels, gowns, basin, etc.
It is important to follow health and safety procedures to reduce the risk of spreading the infection to other clients and staff, as well as to provide a comprehensive service to your client to ensure they receive the best possible service.

17. What is Shampoo?
Shampoo is a detergent or surfactant. Designed to be gentle on the hair yet efficient enough to remove grime, dirt, oil and dead skin.
Shampoo is a wetting agent, which means is designed to assist water to penetrate through the dirt and with the emulsify action remove particles from the hair shaft. Water alone will not remove the dirt.
A good shampoo formula will remove the dirt from the hair shaft while at the same time deposit moisture and protein to the hair.
Shampoo is an alkaline (with a pH. level of approx ) which means it partly opens up the cuticle while a conditioner is an acid that will smooth and close the cuticle.

18. Shampooing Hair Correctly
Wet the hair and scalp very thoroughly with warm water.
The water temperature should be comfortable. Tepid (warm) water is the most comfortable for most clients
Having the water too hot or too cold will make the procedure unpleasant for the client
Run the water over the back of your hand or on your wrist to test.
Pour a small amount of shampoo into the palm of your hand
Shampooing Hair Correctly
Pay particular attention to the temples, the nape, behind the ears the facial hairline.
Massage with the pads of the fingertips, using a sliding and rotating movement all over the scalp.

19. Rinsing the Shampoo
A second shampoo is generally required unless the hair is already clean
Rinse the shampoo from the hair. There should be no traces left. Further chemical services can be affected if shampoo or conditioner is left on the hair

20. Conditioning Hair Correctly
After shampooing, place the conditioner in the palms, massaging the hands together to spread the conditioner.
Apply it to the areas of the hair that need to be treated - the ends and the top layer of the hair are often most damaged.
Smooth conditioner through the layers and apply a slow massage movement to soothe the client and distribute the product through the hair.
Rinse the conditioner out of the hair completely so that there are no traces remaining in the hair.
Gently comb through the hair.

21. Apply Treatment to the Hair and Scalp
The treatment can be applied with a tint brush and worked into the hair with the fingers apply away from the root area through to the ends.
Comb through.
Apply to the sections of the hair that require treatment
Be quick and thorough when applying a treatment.
Perform a scalp massage if treatment requires it and place under a heat accelerator ( as instructed).
Hair and scalp treatment are generally performed:  
To assist in treating a particular scalp or hair problem that the client is having with their hair E.g. split ends, itchy dry scalp etc.
When the client requests a treatment
At the beginning of the service while at the basin

22. Massage Techniques Effleurage
This is a light continuous movement applied in a slow and rhythmic manner over the skin. No pressure is employed. Over larges surfaces, the palm is used; over small surfaces, the fingertips are employed.
Position of Fingers for Stroking
Curve the fingers slightly, with just the cushions of the fingertips touching the skin. Do not use the ends of the fingertips for these massage movements. Since the tips of the fingers are pointier than the cushions, the Effleurage will be less smooth and your fingers are likely to scratch the client’s skin.
Position of the Palms for Stroking
Hold your whole hand loosely. Keep your wrist and fingers flexible, and curve your fingers to conform to the shape of the area being massaged
Petrissage
In this movement, the skin and flesh are grasped between the thumb and fingers. As the tissues are lifted from their underlying structures they are squeezed, rolled, or pinched with a light, firm pressure. This, movement exerts an invigorating effect on the part being treated.
Friction
This movement requires pressure on the skin while it is being moved over the underlying structures. The fingers or palms are employed in this movement.
Percussion or Tapotement Movement
This form of massage is the most stimulating. It should be used with care and discretion. In tapping the fingertips are brought down against the skin in a rapid succession.

23. Scalp Massage
A combination of massage techniques should be used while doing a scalp massage.
You should always check with the client whether the pressure being used is comfortable or that certain areas such as the scalp and neck are to sensitive to be massaged.

24. Towel Drying
Drape the towel over the head to collect excess water and avoid hair dripping on the client.
Wrap the towel securely around the head and return the client to their salon seat