Consultation support session 3

• Hair and beauty
• Higher Education (non-degree)

Hair tests

Referring clients

Colleague support

Communication

Expectations

During consultation...

The consultation is a chance to find out clients expectations.

It is your chance to find out what your client wants.

It is important that you balance your clients expectations with the salons resources.

Prior planning

One way to do this is with prior planning. 

Booking clients in for consultations before the day of their appointment allows you to fully assess what they want done, if it is achievable, do you need to order additional resources, or does the salon not offer or not able to do the service requested.

Not achievable 

Sometimes a service is not achievable.

When do you think a service might not be achievable?

When might a service not be achievable?

Contra- Indications

Incompatibility with previous products and services

History of allergic reactions

Adverse hair, skin or scalp

Suspected infections and infestations

Medical advice

Factors 

Hair Growth patterns

Lifestyle

Hair Length

Head and Face shape

Body shape

Piercings

 

Referrals 

If the service cannot be done in your salon, you can refer the client to other salons or specialists

Referring to another salon

Always ensure if referring to another salon, that you know the salon is reputable and will be able to offer the service.

Referrals could include:

• Hair extensions
• Wig services
• Bridal hair 

Referring to specialists

In some cases, clients may need to be referred to specialists if you suspect medical diagnosis is required. This could include:

Pharmacists- If you suspect a client has headlice, referral to a pharmacist for treatment advice would be recommended

Trichologist- A client with adverse hair loss or unidentified scalp condition should visit a trichologist.

GP- A client with symptoms of an infection (viral, bacterial or fungal) should be referred to a GP for formal diagnosis and treatment.

REMEMBER: NEVER GIVE ADVICE ON WHAT YOU THINK IT MIGHT BE, YOU ARE NOT MEDICALLY TRAINED!!!!!! 

providing support to colleagues

How do you think you can provide support to your colleagues during consultation?

Problem analysis

Technical support 

product knowledge

Dealing with Analysis problems 

When dealing with analysis problems reported by your colleagues you need to make sure you have the following information:

Results of all hair and scalp tests carried out

Information on previous services and treatments- undertaken by client and the salon or another establishment

Thorough understanding of the hair and skin

Any Contra- indications

Dealing with Analysis problems 

You are looking for anything that could affect or influence your decisions in these areas:

Hair texture 

 Hair condition

Hair length 

 Hair colour

Hair growth patterns 

Hair problems

Hair shape 

 Infections and scalp

Hair density problems

Client Records

All information discussed at consultation must be recorded on the clients record card including:

Any contra indications

Tests completed and the results

Any referrals made

Products used (mix ratio and development time for chemical services)

Product recommendations

Answers to questions you have asked

Record cards

Record cards are you evidence of what was discussed, recommended, carried out at consultation and during the service.

Should a client sue, the information on the record card could be used as evidence to support you in court. Failure to complete, or record all information, could find you at fault.

REMEMBER, WITHOUT EVIDENCE, IT DIDN'T HAPPEN!!!!!!!

Good communication is key to an excellent consultation.

Good communication gives clients faith in their stylists and conveys goodwill. 

Poor communication leads to misunderstandings and unhappy clients

We communicate verbally and non verbally.

Which one is most important?

When talking, what do people notice the most?

What we say

How we say it

Our non verbal communication

What is verbal communication

Verbal communication

We use verbal communication every day in the hairdressing industry. It is a key part of our jobs!!

Its not just what we say, its HOW we say it. The tone of your voice can change the meaning of the words you say.

Questioning during consultation is a type of verbal communication

Questioning

We use different types of questioning techniques during the consultation process. 

The main types of questioning we use are:

1) open questions

2) closed questions

Explain what open and closed questions are

Do you blow dry your hair at home

• How do you style your hair at home?

Are you having a cut and blow dry today?

• How would you like your hair cut and blow dried today

Do you want mousse on your hair?

• What type of styling and finishing products do you use at home? 

Do you like your hair?

• What do you like and dislike about your hair at the moment?
• How do you feel about your hair?

Are we doing the same colour you normally have?

• How do you feel about your colour at the moment
•  Would you change anything about your colour from last time?

What is non verbal communication?

What you need to know