Client care and communication Flashcards
Communicate and behave professionally
Respect personal space
Be organised
Flowing conversation
Open, nice body language
Speak clearly & politely, not too quiet or loud
Avoid swearwords and slang
Ask clients questions related to treatment
Reassure and check in w clients
Dress smartly, correct uniform, hair tied up
Smile, listen
Eye contact
Importance of positioning yourself and your client correctly
Avoid straining the body
Avoids back and neck strain injuries
Importance of using suitable products, tools, equipment and techniques to suit the client
Treatment is beneficial to the client and their needs
Incorrect choice of products and tools could risk reaction or injury
Proper positioning, reach all areas required otherwise treatment will suffer
Client satisfaction
Adapting treatment to suit client needs
Consultation process identifies possible contra indication and condition of nails and skin - you will then adapt treatment to suit this.
Dry skin - extra time on exfoliation and massage, specialised treatment eg warm oil, paraffin
Oily skin - using oil based products will make condition worse
Importance of completing the service to client satisfaction
Following treatment client should feel satisfied w treatment and outcome.
Unhappy clients will be less likely to return, spread word of bad treatment. Salon will suffer as a result.
Salon requirements for preparing yourself
Presentable - hair up, correct uniform, clean & sanitised hands.
Ensure you have the equipment needed and is clean and sanitised - must be done between every client to prevent cross contamination
Fresh clean towels laid for each client. First towel strait to a designated bag for wash.
Tools and products needed should be ready on a trolley next to you.
Make sure chairs are correct hight for both yourself & client.
Salon requirements for preparing the client
Ensure client is relaxed and comfortable
Comfortable setting in waiting areas & @ workstations
Locked, safe room for clients personal belongings.
Ask to remove any jewellery they’re wearing in areas you wish to work
Ensure you can reach all areas u will work on, at this point you can check for CI
Salon requirements for preparing your work area
Work area should be sanitised, clean and tidy - will reduce risks of cross infection
Ensure work area is safe to reduce the risk of potential accidents - free of clutter, electrical items plugged and switch on when needed, no trailing wires
Consultation technique: questioning
Ask client about jobs, hobbies, what products they use, how often they use them, any allergies?
Ask client what their desired outcome is
Asking q’s means we can suggest products and treatments that would be beneficial for them.
Listening, additionally a big part of q’s - pay attention to client & what they are asking
Consultation technique: Visual
Look over all areas you will be in contact with
Check for any CI’s what may prevent or restrict treatment eg nail & skin conditions, diseases & disorders
Then we can adapt treatment to care for or avoid the area
Always discuss finding with client, ensure they are fully informed
Consultation technique: Physical
Feel and touch of the clients nails and skin - dry, oily, normal, dehydrated?
Hot or cold to the touch?
By doing so we can determine the correct products
Consultation techniques: Written
Paper consultation forms - important and must be kept updated & somewhere to note findings, products and tools used
Any reactions to products must be noted
Detailed consultation sheets will ensure consistent and satisfactory treatments for the client.
Additionally if another tech was to perform the treatment; they can view the constitution and give the same treatment
Importance of a detailed skin and nail analysis
Helps determine treatment and tools suitable for their needs & identify any CI’s & possible restrictions or prevention
Look at condition of skin and nails as well as shape, length, cuticle condition and CI’s in the area
We can then select correct products and tools
Use of incorrect products & tools can course unwanted results and reactions = unhappy client who may not come
The more info the more personalised and suitable the treatment will be, and a happier client
Contraindications
These are identified during consultation, then evaluated to see if they if they prevent or restrict treatment
In the case of a restriction - adapt treatment to suit client and avoid risking making preexisting conditions worse
Contraindications that PREVENT treatment
Fungal & viral nail/skin conditions eg tinea ungium or paronychia
Severe eczema, psoriasis, dermatitis
Open wounds/abrasions covering most or majority of the treatment area
Onycholysis - severe separation
Warts/Verrucas
Severe bruising
Any unknown/unidentifiable conditions - tell client to not worry however seek medical advice
