Transcript Slide 1

Effective human relations and communication:
* builds lasting client relationships
* Accelerates professional growth
* prevents misunderstandings
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Why Study…
• Communicating effectively-basis for all longlasting relationships
• Build strong relationships based on trust,
clarity, and loyalty
• Verbalize your thoughts and ideas
• Close-knit salon environment-needs effective
ways to communicate
• Ensures that clients will enjoy their experience
with you
• Effectively express ideas in a professional
manner
Human Relations
Understanding people is key to operating
effectively in many professions:
* customer service
* interactions with a wide range of
people
* understand the motives and
needs of others to do your job
professionally
• By treating others with respect, you
create an environment in which clients
and staff develop confidence in you
• Mutual respect-follows naturally
• We feel pride when we use our abilities to
help others
• Fundamental factor: human relations involves
a persons sense of security
-happy, calm, and confident or
Insecure-worried, anxious, and overwhelmed
• Will encounter people and situations that
are difficult to handle
• Some people create conflict
-they are feeling insecure or they would
not be acting that way
Learn to make the best of any situation…
• Respond instead of reacting
Add: take deep breaths and do not
take it personally
• Believe in yourself
~ trust your judgment
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~ uphold your values
~ stick to what you believe is right
~ strong sense of self-worth
• Talk less, listen more
~ we were given two ears and
one mouth for a reason
• Be attentive
~ each client is different
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~ to calm down a difficult client,
agree with them, then ask what
you can do to make the service
more satisfactory
•Take your own temperature
•If you are tired or upset, your clients
may be affected
* Human relations can be rewarding or
demoralizing
* Depends on your willingness to give
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The Golden Rules of Human Relations
• Communicate from your heart;
problem solve from your head
• A smile is worth a million
• It’s easy to make an enemy; it is harder to
keep a friend
• Ask for help instead of reacting
• Show people you care by listening
• Compliment people
• Do something for yourself
• Laugh often
• Show patience with other people’s flaws
• Build shared goals; be a team player and a
partner to your clients
• Listening is the best relationship builder
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Communication Basics
Add: (write very small)
Communication is the act or instance of
transmitting information in the form of
symbols, gestures, or behaviors, in
order to express an idea or concept so it
is understood
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Add:
* Communication is a two-way street
* Organize your own thoughts, so you
can help others organize theirs
* Articulate means to express clearly
Meeting and Greeting New Clients
*Be polite
*Be friendly
*Be inviting
Remember clients are coming to you for
services and paying with hard earned money
• Approach client with a smile
• Introduce yourself
(shake hands)
• Take on tour of salon
• Introduce client to other
service providers
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• Be yourself!!!
Just be who you are
Intake Form
*Client questionnaire
*Consultation card
*Every new client
Review Intake form on page 50-51
Add:
Release Statement:
Salons-will not hold up in PA Court of Law
Schools- will hold up in PA Court of Law
How to Use
* Ask client to arrive 15 minutes prior to
appointment (fill out card)
* Allow 5-15 minutes to perform consultation
Client Consultation/Needs Assessment
* Verbal communication determines the
clients needs
* Most important part of any service
*As part of every service and salon visit
Add: client’s lifestyle=commitment to
certain styles and grooming needs
Focus on…
Understanding the
Total Look Concept
• Remember that
nails, skin, and hair
are reflective of an
entire lifestyle
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Classic style:
• Simple and sophisticated clothing
• Monochromatic colors
• No bright patterns
• Wants a simple, elegant, and
sophisticated look for nails,
makeup, and hair
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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
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Preparing for the Client Consultation/Needs
Assessment
Be prepared
* styling books
* hair color swatches
* portfolio-keep camera at station for
before and after photos
* photos of work you performed on
others
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x=237&vpy=250&hovh=230&hovw=160
• Photosallows you to explain why or why
not a look can be achieved
http://www.thehairstyler.com/
• Hair color swatchescan be held to client’s face or integrated
into their hair
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md=imvns&tbm=isch&tbo=u&source=univ&sa=X&ei=y3tTuXSHIX30gHhu7mJDw&sqi=2&ved=0CFMQsAQ
• 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”
Consultation Area
* Presentation counts for a lot
* Make sure client is comfortable
* Conversation to her needs and preferences
* Work area-freshly cleaned and uncluttered
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* Read intake form carefully
* Make notes
• Record any formulas , product
suggestions, special techniques
• Goals you are working toward
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nt%20Consultation.html
10-Step Consultation Method
1.Review intake form
2.Assess client’s current style
3.Preferences-likes most and least about her
current style
4.Analyze-thickness, texture, manageability,
condition, growth patterns, unruly
cowlicks, at-home products used. Make notes
5.Lifestyle
Read bullets
6. Show and tell
Add: Listen to what the client says and how
he/she says it.
* Use layman’s terms
Note: Watch what the clients
hands are doing
• 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.
* 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
7. Suggest options-ask if you may make
some recommendations
* lifestyle needs for time and ability,
business and casual looks
* hair type
* face shape
• Tactfully discuss any unreasonable
expectations client has
• Never hesitate to suggest additional services
8. Color
unless client says no
* make color recommendations
glossing, color enrichment,
highlights, lowlights
* ask if colored hair in past
*colors hair at home?
*any color challenges
*subtle or dramatic change
Be aware, stylists use technical terms…
multidimensional highlighting, noammonia, 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
9. Discuss upkeep and maintenance
* explain salon maintenance
* lifestyle limitations (blonde hair and
chlorine)
* home maintenance
Add: ***cost of services
10. Review the consultation
* take your time and be thorough
*get client’s confirmation (consent)
Add:
* do not get to technical in your
explanations
*ask if she is ready to start the service
Concluding the Service
*if client is satisfied
- make notes on card (do again
and do not repeats
-final results
- retail products
- date the notes
- file
Do:
Activity page 55
Focus on
page 56
Did you know? page 57
Special Issues in Communicating
* Your reactions to situations, and your
ability to communicate in the face of
problems, are critical to being
successful
Handling Tardy Clients
* Tardy clients are a fact of life
•Overly late or habitually late clients
cause problems
•Sets back your appointment calendar
•Makes you late for every other service
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 even though she was late
* Habitually late-schedule 30 minutes later
than you tell them…2:00 client-2:30 in
schedule
* If you are running late
- call clients
- offer different time
- offer to reschedule
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/labspace.open.ac.uk/mod/oucontent/view.php%3Fid%3D425963%26section%3D1.9&docid=bAXxIHslRWWiZM&imgurl=http://labspace.open.a
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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
Handling Scheduling Mix-ups
•We are all human, and we
all make mistakes
#1 Remember to be polite/never argue about
who is correct
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ql=1&gs_sm=c&gs_upl=28134l32424l0l38049l25l14l0l1l1l4l241l1532l5.6.1l13l0&fp=1&biw=1024&bih=596&bav=on.2,or.r_gc.r_pw.,cf.osb&cad=b
*** If handled poorly/client may never come
back
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bnid=tOArCdWILLdn1M:&imgrefurl=http://labspace.open.ac.uk/blocks/formats/logrequest.php%3Furl%
3D%252Fmod%252Foucontent%252Fview.php%253Fid%253D425810%2526amp%253Bprintable%25
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e/90/contract.jpg&w=359&h=209&ei=EpqtToPFG6rc0QGXoJyUDw&zoom=1&iact=rc&dur=259&sig=11
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y=35
Read next paragraph
Add:
your job is to handle your client
relationships tactfully and sensitively
* Even if client is fuming
- stay disengaged
- move conversation away from
who is at fault and
squarely in the direction
of resolving the confusion
- make another appointment
Handling Unhappy Clients
*** 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 enough to
pay for services and return
(requesting you)
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d.com/photos/uncategorized/2007/08/08/istock_000002571083small.jpg&w=800&h=1200&ei=lJutTtLHDonn0QGTyKm5Dw&zoom=1&iact=rc&dur=423&sig=115570578519706265263&page=1&tbnh=113&tbnw=76&start=0&ndsp=18&ved=1t:429,r:5,s:0&tx=52&ty=
53
Guidelines: list 3 on the test
* Find out why the client is unhappy
* If possible, change what she dislikesimmediately
*If not possible see how soon you can fit her in
to make the adjustment
* 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
* If unable to satisfy, ask manager ‘s advice on
how to proceed
* Confer with manager after
Handling 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
Younger clients:
*may not use proper etiquette
*will keep up with latest celebrity styles
*you should do the same
• Always maintain a professional demeanor
Getting Too Personal
* Handle client relationships tactfully and
sensitively, with professionalism and
respect
*Do not fill the role of:
Counselor
Career guide
Parental sounding board
Motivational coach
•Too far off topic-----use neutral subjects
•Gossiping-----change the subject
•Avoid discussing-----religion and politics
•Always move conversation back to beauty
•Read Focus on:
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
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 getting drawn into conflicts
• Seek help from someone you respect
-manager or more experienced
practitioner
• Do not take things personally
-it does not always man their behavior involves
you
•Keep your private life private
-never discuss personal life or
relationships
Communicating With Managers
* Has a vested interest in your success
* The best thing-understand the decisions and
rules whether you like them or not
List 3 on test:
• Be a problem solver
-possible solutions
-working in salon’s best interest
• Get your facts straight
• Be open and honest
• Do not gossip or complain about colleagues
(portrays troublemaker)
-if you have tried everything, then go to
manager
• Check your attitude
-salon can be fun and friendly
-can be stressful
• Be open to constructive criticism
- manager’s job is to help you achieve
your professional goals
- they evaluate your skills and offer
suggestions
- keep open mind/no personally
Communicating During An Employee Evaluation
• Well run salons conduct frequent and
thorough employee evaluations
• Ask about it/request copy of form
*rate yourself
*assess your progress and performance
•help you become a better stylist
• Approach evaluation positively
* 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