1. COMMUNICATING FOR SUCCESS
Copyright 2013 © SAP

2. COMMUNICATION
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 that it is satisfactorily understood.

3. COMMUNICATING
In the field of cosmetology, we are expected to interact constantly with clients by communicating effectively with them.
We must understand their desires, and must be able to explain to them when a particular service will or will not be best for them.
We must perform a client consultation with each and every client, to some extent, on each and every visit he or she makes to the salon.

4. BASIC PROCESSES Organizing your thoughts
Sending messages—well-articulated expressions
Receiving messages—reflective listening

5. INTERPRETING MESSAGES
Clarify.
Eliminate clutter and/or distractions.
Seek out specifics.
Give appropriate advice.
Restate and confirm.
Read all clues.
Address any remaining questions.

6. OBJECTIVITY IN COMMUNICATION
Handle client relationships tactfully and sensitively.
Do not allow yourself to become a marriage counselor, career guide, parental sounding board, or motivational coach.
Advise and service your clients in their beauty needs, nothing more.

7. THE CLIENT CONSULTATION
Styling books
Portfolio
Hair swatches
Client record card
Mirror

8. UNDERSTAND THE TOTAL LOOK CONCEPT
Fashion Style
Classic style
Dramatic
Lifestyle
Businesswoman
Stay–at-home mom

9. THE NAIL CONSULTATION Consult at the manicure table.
Ask how often she tends her nails.
Ask about prior experiences.
Ask what she prefers to use.
Learn about lifestyle.

10. SKIN CARE CONSULTATION
Is more in-depth than a nail consultation
Requires at least a half hour
May require a custom designed consultation card
Is conducted privately
Gathers history, such as medical conditions

11. THE CONSULTATION CARD
Fill out the Hold Harmless statement—a protective release statement.
Fill out the consultation card completely—this time together gives you an opportunity to build an excellent relationship with your client.

12. HOW TO USE THE CLIENT CONSULTATION CARD
Upon arrival at the salon, the client is greeted by the receptionist.
Consultation begins by having the client complete the consultation card.
You review the card.
You greet your client by name.
You escort client to consultation area.

13. THE CONSULTATION AREA Must be big enough Must be quiet
Must be properly equipped
Must be tidy and organized
Must ensure client comfort

14. THE CONSULTATION Review the consultation card.
Note how often she gets her hair cut.
Ask her about chemical services she uses.
Ask her how long she expects the cut or style to last.
Ask her how often she is willing to invest in her look.
Ask her to describe her hair characteristics.

15. LISTENING AND OBSERVATION SKILLS
Observe how client says what she says.
Help clarify what she wants to say.
Restate and confirm what she says.
Use aids—mirror, swatches, style books, etc.

16. RECORD YOUR FINDINGS Record formulations. Record products used.
Record timing of services.
Record client reactions.
Note hair condition after service.
Note anything relevant.
Date notes and file properly.

17. SHARPEN YOUR SKILLS Smile and be courteous.
Count to 10 before replying to difficult situations.
Be honest and ethical.
Do not jump to conclusions.

18. SPECIAL ISSUES IN COMMUNICATION
How you react to situations and how
you communicate in the face of
problems will greatly impact your
level of success in the beauty industry.

19. GREETING NEW CLIENTS Smile. Introduce yourself. Tour the salon.
Be yourself.

20. HANDLING TARDY CLIENTS
Know your salon’s policy.
Identify habitually late clients.
Notify your clients if you are running late.

21. HANDLING SCHEDULING MIX-UPS
Most of us experienced arriving for an appointment or being in the wrong place at the wrong time.
As a professional, you should never argue about who is correct, and you must always be polite and courteous.
Remember, in business, it is not always about being right; it is about preserving your relationship with your client.

22. HANDLING UNHAPPY CLIENTS
Determine why the client is unhappy.
If possible, change the result.
Never argue with a client.
Call on a supervisor or peer.
Defer to your manager.
Confer with your manager afterward.

23. COMMUNICATING WITH COWORKERS
Treat everyone with respect.
Remain objective.
Be honest and be sensitive.
Remain neutral.
Seek help from someone you respect.
Do not take things personally.
Keep your private life private.

24. COMMUNICATING WITH MANAGERS
Be a problem-solver.
Get your facts straight.
Be open and honest.
Do not gossip or complain about colleagues.
Check your attitude.
Be open to constructive criticism.

25. EMPLOYEE EVALUATIONS Approach evaluations positively.
Conduct a self-evaluation.
Share your self-evaluation with your manager.
Write down questions or thoughts.
Ask about promotions or pay increases.
Thank evaluators for their time, feedback, and guidance.

26. SUMMARY Communication is the key.
You will interact with all kinds of people daily.
It is essential that you send messages in such a way that they are properly understood by the intended receiver.
Communication is far more than verbal expressions.
Our overall appearance, facial expressions, body language, posture, and gestures make up 55% of the messages we deliver.