1. Communicating for Success
Chapter 4
Communicating for Success
2016 Edition

2. Effective human relations and communication skills:
* builds lasting client relationships
* Accelerates professional growth
* Promotes a positive work environment

3. Practice Communication Skills
Understanding people is key to operating effectively in many industries:
* customer service
* communicate with a wide range of people
(supervisors, coworkers, clients, vendors)

4. Respond instead of reacting
Add: take deep breaths and do not take it personally
Believe in yourself
~ trust your judgment
~ uphold your values
~ stick to what you believe is right
~ strong sense of self-worth

5. ~ we were given two ears and one mouth for a reason
Talk less, listen more
~ we were given two ears and one mouth for a reason
Be attentive
~ each client is different
~ to calm down a difficult client, agree with them, then ask what you can do to make the service more satisfactory
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6. Take your own temperature
If you are tired or upset, your clients may be affected

7. The Golden Rules of Human Relations
Project a professional demeanor at all times
A smile is your best asset
Be aware of your body language
Listening is the best relationship builder
Speak clearly and loudly enough-don’t mumble
Use correct English

8. Importance of Effective Communication
Communication is the act of successfully sharing information between two people (or groups of people) so the information is understood.
Through words, voice inflection, facial expressions, body language, or visual tools (portfolios, pictures)
Communicating clearly-chances of pleasing client soar

9. Add:
* Communication is a two-way street
* Organize your own thoughts, so you can help others organize theirs
* Articulate means to express clearly

10. Meeting and Greeting New Clients
*Be polite
*Be friendly
*Be inviting
Remember clients are coming to you for services and paying for your expertise

11. Earn client’s trust and loyalty: Always have a positive attitude
Introduce yourself (shake hands)
Use client’s name
Take on tour of salon
Introduce client to other
service providers
***Be yourself!!! Just be who you are
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12. Client Intake Form
*Every new client
Also called:
*Client questionnaire
*Consultation card
*Health history card
Review Intake form on page 52-53

13. Discloses client’s:
Contact information, products used, hair, skin, nails needs, preferences, lifestyle, medications, medical issues, skin and scalp disorders, allergies.
Service record card:
document: allergies, services received, results, formulations, products used or purchased.
Update and note changes each client visit

14. Amount of information varies from salon to salon
Cosmetology schools-intake form may include a release statement
*client acknowledges service is provided by students
*protects school and students from legal action

15. Add:
Release Statement:
Salons-will not hold up in PA Court of Law
Schools- will hold up in PA Court of Law

16. How to Use
* Ask client to arrive 15 minutes prior to appointment (fill out card)
* Allow 5-15 minutes to perform consultation

17. Focus on…
Understanding the Total Look Concept
Remember that nails, skin, and hair are reflective of an entire lifestyle

18. Simple and sophisticated clothing Monochromatic colors
Classic style:
Simple and sophisticated clothing
Monochromatic colors
No bright patterns
Wants a simple, elegant, and
sophisticated look for nails,
makeup, and hair

19. Dramatic look:
Will choose nail designs, hairstyles, clothing, and accessories that
demand greater attention
Willing to try a variety of new
products and additional
services
Pg. 54 How to use the Client Intake
Form con’t:
Changes occur-record!!!!!

20. Conducting the Client Consultation
Communication that determines the clients needs
How to achieve desired results
* Most important part of any service
*As part of every service and salon visit

21. Preparing for the Client Consultation
Be prepared
* styling books or digital images
*show style options-lengths,
haircuts, haircolor
* portfolio-keep camera at station for before and after photos

22. Photos- allows you to explain why or why not a look can be achieved
Hair color swatches-
can be held to client’s face or integrated into their hair

23. ***Know that not every technique or color will work for everyone
***Explain why-color, skin type, desired maintenance, budget, or lifestyle factors
Discuss: salon pricing …”starts at”

24. Consultation Area
Conversation to client’s needs and make recommendations
Workspace-freshly cleaned and uncluttered
Be able to look in the mirror
Station-esthetically pleasing=
effective consultation

25. 10-Step Consultation Method
1. Review the intake form
* Make notes
*Record any formulas , products used
*Special techniques
*Goals

27. 2. Perform a needs assessment-wants and what they need
3. Determine and rate clients preferences-use
*rate scale 1-10
*probing questions
4. Analyze-thickness, texture, manageability, condition, growth patterns, unruly cowlicks, at-home products used

28. 5. Lifestyle- Read Bullets…
6. Show and tell
Add: Listen to what the client says and how he/she says it.
Note: Watch what the clients hands are doing

29. Make sure you understand what the client is saying, repeat what he/she says using specific terms:
*chin-length
*resting on shoulders, etc.
Point to where the hair will fall
FYI: when a client says to take off one-inch of hair, (or any specific amount), show them how much one inch is using the styling comb.

30. Listening and then repeating in your own. words is known as
* Listening and then repeating in your own words is known as Reflective Listening
*ask for confirmation to make certain you understand what the client wants or needs

31. 7. Make recommendations as part of the needs assessment
*ask if you may make recommendations
Consider:
* lifestyle- time and ability,
~business and casual looks
* hair type
* face shape
*Tactfully discuss any unreasonable expectations client expresses (hair type and personal needs)
*Suggest additional services

32. 8. Make color recommendations~
*glossing, color enrichment, highlights, lowlights
* ask if colored hair in past
If yes,
*last applied?
*colors hair at home?
*any color challenges
*subtle or dramatic change

33. Be aware, stylists use technical terms…
multidimensional highlighting, no- ammonia, semi-permanent tint, etc.
Confusing or misleading to clients
Use pictures/photos for clarity
caution: taking clients literally
Blonde to a stylist could mean platinum
Blonde to client could mean a few fine streaks
of medium blonde around the face
Add: Use layman’s terms

34. 9. Discuss upkeep and maintenance
* explain salon maintenance
* lifestyle limitations (blonde hair and chlorine)
* at-home maintenance
Add: cost of services

35. 10. Review the consultation
* take your time and be thorough
*get client’s confirmation (consent)
*conduct the service
Add:
* do not get to technical in your explanations

36. Concluding the Service
*if client is satisfied
- record results on service record card (do again and do differently)
Include:
-final results
- retail products
- date the notes
- file/enter into database

37. Do:
Activity page 58
Focus on page 58
Did you know? page 59

38. Handling Communication Barriers
* Your reactions to situations, and your ability to communicate in the face of challenges, are critical to being successful

39. Managing Tardiness
Tardy clients greatly affect the salon flow
Overly late or habitually late clients
cause problems
Sets back your appointment calendar
Makes stylists late for every
other service

40. Guidelines:
* Know and abide by the salon’s tardy or late policy
-15 minutes late/reschedule
* Take client if it will not jeopardize other appointments
- let your client know why you are taking her and advise client on late policy

41. ~schedule as last appointment of the day
Habitually late-
~schedule as last appointment of the day
~schedule 30 minutes later than you tell them…2:00 client-2:30 in schedule
If you are running late
- call clients
- offer to reschedule
- offer later time

42. FYI-do not write down/not in book
If client comes in
- approach client immediately
- tell them how long the wait will be
- APOLOGIZE
- give extra attention

43. Managing Scheduling Mix-ups
We are all human, and we
all make mistakes
#1 Remember to be polite/never argue about who is correct
*** If handled poorly/client may never come back

44. Read next paragraph: * Even if client is fuming - stay detached
- move conversation away from who is at fault and squarely in the direction of resolving the confusion
- make another appointment
Add:
your job is to handle your client relationships tactfully and sensitively

45. Resolving Unhappy Clients Problems
*** The way you and the salon handle this difficult situation will have lasting effects on you, the client, and the salon
Ultimate goal: Make client happy
Return for future services
(requesting you)

46. Guidelines: list 3 on the test
* Find out why the client is unhappy
* If possible, change what client dislikes- immediately
*If not possible see how soon you can fit them in to make the adjustment

47. * If you cannot change it
- honestly and tactfully explain why
- offer any options
* Never argue or force your opinion
*** Ask for help from a more experienced stylist or manager

48. Managing Differences
Working with different generations-basic rules
of professionalism should guide you
Older clients-do not like:
*gum-chewing
*slang (yeah instead of yes)
Like to hear: please and thank you
*topics of conversation professional
*addressed by Mr. or Mrs. Ask their preference
*Skin care: aging skin-talk about dryness and solutions to remedy

49. Younger clients:
Always maintain a professional demeanor
Avoid slang terms (different meaning across cultures)
Read Focus On: Talking Points

50. Getting Too Personal
Clients can have a hard time differentiating between a professional relationship and a personal one
Manage client relationships tactfully and sensitively, with professionalism and respect
Do not fill the role of:
Counselor, career guide, parental sounding board, motivational coach

51. Too far off topic-----use neutral subjects
Gossiping-----change the subject
Avoid discussing-----religion and politics
Always move conversation back to beauty

52. Guidelines for In-Salon Communication
Behaving in a professional manner is first step
It’s important to maintain boundaries
* The salon is your place of business
* Must be treated respectfully and carefully

53. Communicating with Co-workers
Treat everyone with respect
-whether you like them or not
Remain objective
-resist being pulled into spats and cliques
Be honest and be sensitive
-using unkind words is never a good idea
Remain neutral
-avoid taking sides in a dispute

54. Avoid gossip
-never resolves a problem
Seek help from someone you respect
-co-worker or manager
-ask for advise-really listen
Do not take things personally
-it does not always mean their behavior involves you
Keep your private life private
-never discuss personal life or relationships

55. Communicating With Managers
Focus On:
Communicating With Managers
* Has a vested interest in success of staff members
* The best thing-follow the rules and guidelines that are set

56. List 3 on test:
Be a problem solver
-possible solutions
-working in salon’s best interest
Get your facts straight
Be open and honest

57. Do not gossip or complain about colleagues
(portrays troublemaker)
-if you have tried everything, then go to manager
Be open to constructive criticism
-manager’s job: help you achieve professional goals
-evaluate your skills
-offer suggestions to improve and expand those skills

58. Communicating During An Employee Evaluation
Well run salons conduct frequent and thorough employee evaluations
Request copy of form
*rate yourself
*assess your progress and performance
Help you become a better stylist
Approach evaluation positively

59. * Before meeting - write down thoughts or questions - do not be shy
- ask when you can take on more services
- pay increase/promotion
* Show your self-evaluation
- tell her you are serious about your improvement and growth
At end of meeting, thank your manager for the feedback and guidance