chapter 4 Flashcards
Why should we study communicating for success?
communication is the basis of all long-lasting relationships with clients and coworkers, and it will help stylists to perfect the consultation process, it fosters a positive team environment, reduces potential workplace conflict, it can help stylists improve entail and service sales, it ensures that clients will enjoy their experience
what are some communication skills?
respond instead of reacting, believe in yourself, Talk less listen more, be attentive, take your temperature.
what does it mean to respond instead of react?
think before you speak, don’t react with an “eye for an eye”
why should you believe in yourself?
it makes you feel strong enough to handle almost any situation in a calm, helpful manner
what does it meant talk less, listen more?
listen to the words the client is telling you, because when you listen you are fully attentive to what others are saying
why should you be attentive?
listen to what the client wants, because sometimes they are clear about what they want, sometimes they are demanding, and some are hesitant
what does it mean to take your temperature?
if you are tired or upset, your interaction with clients can be affected. give yourself a second to gather yourself
what are the Golden rules of communication?
Project a professional demeanor at all times, always wear a smile, be aware of your body language, always remember that listening is the best relationship builder, speak clearly and loudly enough for people to hear, use correct English
what is effective communication?
the act of successfully sharing information between two people (or groups of people) so that the information is understood
how should you earn client’s trust and loyalty?
be consistent, by always having a positive attitude, always introduce yourself and use the clients name, introduce clients to people they may have interactions with while in the salon
what is a client intake form?
it discloses the client’s contact information, products they use, hair/nails/skincare need, preferences, and lifestyle, medications (oral and topical), any known medical issues or allergies
what is a service record?
the client’s permanent progress record software service received.
what is a client consultation?
the communication with a client that determines the client’s needs and how to achieve the desired results
how to prepare for a client consolation?
have a variety of styling books, or digital image that your clients can look through. Show a variety of style options including various lengths, haircuts, and haircolor. have a portfolio of your work on hand. a swatch book or swatch ring.
what is the 10-step consultation method?
- review the intake form. 2. perform a needs assessment. 3. determine and rate the client’s preferences. 4. analyze the client’s hair. 5. review the client’s lifestyle. 6. show and tell. 7. make recommendations as part of the needs assessment. 8. make color recommendations. 9. discuss upkeep and maintenance. 10. review the consultation.
what is a needs assessment?
it helps you discover what the client wants and needs
why should you analyze the client’s hair?
to assess the thickness, texture, manageability, and condition of the hair. you are also checking for lice, and previous color
what do you do when you review the client’s lifestyle?
ask the client questions about their lifestyle like: do you spend a great deal of time outdoors?, do you swim often? , what is your occupation?, what are your styling abilities?
what is the show and tell?
encourage the client to look through style books. listen how they describe what they want, listen then describe it back to the client
what should you do if your client is mire than 15 minutes late?
reschedule the appointment
what should you do if you’re running late?
tell the receptionist to call your clients and let them know
what should you do if there is a scheduling mix-up?
don’t start playing the blame game politely ask the client to reschedule, and stay detached
how to resolve unhappy clients?
find out specifically why they are unhappy, if possible change what they are unhappy about immediately , if it cannot be fixed explain why honestly and tactfully, never argue
how should you communicate with coworkers?
treat everyone with respect, remain objective, be honest and sensitive, remain neutral, avoid gossip, seek help from someone you respect, keep your private life private
