G17 Give clients a Positive Impression of Yourself Your Organisation

1. G17 Give clients a Positive Impression of Yourself & Your Organisation Establish effective rapport with clients Respond appropriately to clients Communicate information to clients

2. What you need to do Always make sure your appearance is suitable for personal service Provide services to clients in the way in which you would expect to be handled and made to feel of value. Listen and respond to clients needs. Provide accurate, up-to-date information to clients.

3. What you need to learn How to communicate positively and effectively How to recognise the customers body language A variety of legal rights the clients have How to respond to customer needs The salons rules and procedures regarding communication The salons standards for timeliness in responding to client questions and requests for information To explain this unit will be assessed throughout the whole NVQ qualification, it will be assessed alongside other units: To explain this unit will be assessed throughout the whole NVQ qualification, it will be assessed alongside other units:

4. Introduction This unit is all about communicating with clients and giving a positive impression of yourself and your salon whenever you are dealing with a client. Tutor: To read through slide and explain the importance of giving a positive impression: It creates a positive atmosphere in the salon It enhances the salon reputation Will increase salon profit (by clients returning)Tutor: To read through slide and explain the importance of giving a positive impression: It creates a positive atmosphere in the salon It enhances the salon reputation Will increase salon profit (by clients returning)

5. Introduction Client satisfaction (or not!) depends on courtesy and care each client receives in the salon, and the impression communicated to them of: The salon itself (and the services and products it provides) The way the salon is run The salon staff in general The individual stylist who does the clients hair and the result achieved Tutor: To explain that it is everyone's responsibly to give a positive impression of their salon, from the receptionist, to the assistant, to the stylist. Everyone has a role to play and you must be consistent, you can’t afford to let the standards of your salon slip because your having a ‘off’ day! Tutor: To explain that it is everyone's responsibly to give a positive impression of their salon, from the receptionist, to the assistant, to the stylist. Everyone has a role to play and you must be consistent, you can’t afford to let the standards of your salon slip because your having a ‘off’ day!

6. Identifying Different Clients Moods You will need to be assessed on dealing with a variety of different clients: Clients who have different needs and expectation Clients who appear angry Clients who appear confused Tutor: Tutor:

7. Identifying Different Clients Moods You need to be able to deal with clients and situations at different times of the week for example: Very busy periods Quiet periods Periods when you are under pressure

8. What will you learn about? Appearance & behaviour Greeting Clients Valuing & respecting your clients Identifying your clients’ needs Working under pressure Keeping clients informed & reassured Responding effectively to client behaviour Can you draw yourself a mind map of how to give clients a positive impressionCan you draw yourself a mind map of how to give clients a positive impression

9. A Positive impression These are examples on how you can give a positive impression of yourself Tutor: Depending on the quality of the slide on screen, the tutor may have to draw this on the flip chart for learners Positive Impression to Clients: Clean, smart uniform Good body language Wear a smile Hair should reflect our fashion industry Good personal hygiene Friendly greeting Tutor: Depending on the quality of the slide on screen, the tutor may have to draw this on the flip chart for learners Positive Impression to Clients: Clean, smart uniform Good body language Wear a smile Hair should reflect our fashion industry Good personal hygiene Friendly greeting

10. The Salon Itself Why does someone decide to become a new client of one salon rather than another? They have to depend upon an impression or the image of the salon and the staff Tutor: Tutor:

11. Salon Image What things help create an image of a salon? Write down a couple of suggestions! Tutor: To read through slide Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think helps create an impression of their salon and then feedback to tutor The location of the salon – Is there car parking near by? Are there local shops that attract passing trade? The look of the shop front – Is the salon well lit? Is there good signs and clear lettering? The window display – Is it eye catching? Do people stop and look at your shop front? The view through the window of the inside of the salon and the staff – Are the team happy, smiling? Are they wearing a uniform? Do they look smart? Personal recommendations by another client – This is the best form of advertising – Word of mouth! Advertisements for the salon – Does your salon advertise anywhere? Newspapers? Local posters? Local shops? Is there loyalty cards? Tutor: To read through slide Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think helps create an impression of their salon and then feedback to tutor The location of the salon – Is there car parking near by? Are there local shops that attract passing trade? The look of the shop front – Is the salon well lit? Is there good signs and clear lettering? The window display – Is it eye catching? Do people stop and look at your shop front? The view through the window of the inside of the salon and the staff – Are the team happy, smiling? Are they wearing a uniform? Do they look smart? Personal recommendations by another client – This is the best form of advertising – Word of mouth! Advertisements for the salon – Does your salon advertise anywhere? Newspapers? Local posters? Local shops? Is there loyalty cards?

12. Salon Image What makes your client form an opinion on the atmosphere of your salon? Write down a couple of suggestions! Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think helps create an atmosphere in their salon and then feedback to tutor The appearance & attitude of the staff – Do they look happy? Do they look like they want to be there? The colour scheme – What image is the salon trying to achieve? Is it modern? Is it relaxed? Lighting – Is the salon well lit? Can people passing see the inside clearly? Is the outside of the salon lit up at night? Background music – What type of music / radio is playing in the salon? Who decides on the type and choice of music? Cleanliness and hygiene – Is the salon cleaned on a regular basis throughout the day? Is the reception and waiting areas checked regularly throughout the day? Have the coffee cups been washed thoroughly (no lipstick marks) Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think helps create an atmosphere in their salon and then feedback to tutor The appearance & attitude of the staff – Do they look happy? Do they look like they want to be there? The colour scheme – What image is the salon trying to achieve? Is it modern? Is it relaxed? Lighting – Is the salon well lit? Can people passing see the inside clearly? Is the outside of the salon lit up at night? Background music – What type of music / radio is playing in the salon? Who decides on the type and choice of music? Cleanliness and hygiene – Is the salon cleaned on a regular basis throughout the day? Is the reception and waiting areas checked regularly throughout the day? Have the coffee cups been washed thoroughly (no lipstick marks)

13. Appearance & Behaviour A new client’s first impression of you will be visual (how you look) Therefore it is really important for you to make the right impression by making every effort to look your best while you are at work. Remember the client will make a judgement of you and the salon within 4 seconds of walking through the door Tutor: To read through slide Tutor to ask learners “What can you do to give an instant positive impression?” Tutor to write learners suggestions down on the flip chart and make sure the below is included: SMILE ! Stand up when the client walks in Maintain good eye contact Use positive body language Be of a smart appearance Ensure personal hygiene is of a high standard Hands, nails, body, mouth clothes shoes hair jewellery posture (see pgs 42 and 43 Leo palladino ) LEARNERS TO WRITE DOWN ALL SUGGSETIONS IN THEIR NOTES However, it is not just how you look that will make an impression on your client. How you behave will have a massive influence on how your client views you as a person and will reflect on your salon. As a mature adult you will be expected to act sensibly and professionally at all times, so you don’t endanger anyone in the salon. This will also create the correct and positive image that your salon owner/manager will want you to help achieve.Tutor: To read through slide Tutor to ask learners “What can you do to give an instant positive impression?” Tutor to write learners suggestions down on the flip chart and make sure the below is included: SMILE ! Stand up when the client walks in Maintain good eye contact Use positive body language Be of a smart appearance Ensure personal hygiene is of a high standard Hands, nails, body, mouth clothes shoes hair jewellery posture (see pgs 42 and 43 Leo palladino ) LEARNERS TO WRITE DOWN ALL SUGGSETIONS IN THEIR NOTES However, it is not just how you look that will make an impression on your client. How you behave will have a massive influence on how your client views you as a person and will reflect on your salon. As a mature adult you will be expected to act sensibly and professionally at all times, so you don’t endanger anyone in the salon. This will also create the correct and positive image that your salon owner/manager will want you to help achieve.

14. Appearance & Behaviour What are your salons dress code? Write down what you should and should not wear in the salon Tutor: To ask learner is there: A dress colour code – Normally black and white, any other colours allowed? A uniform – A logo tee-shirt? Banned clothes etc - Are Jeans and trainers open toed shoes, piercings, tattoos on show, allowed in the salon? Tutor: To ask learner is there: A dress colour code – Normally black and white, any other colours allowed? A uniform – A logo tee-shirt? Banned clothes etc - Are Jeans and trainers open toed shoes, piercings, tattoos on show, allowed in the salon?

15. Code of Conduct Can you tell me about the salon Code of Conduct What is expected of your behaviour within the salon?

16. Greeting Clients What is your salon policy on greeting clients? Tutor: To ask learners to write down what their salon policy is on meeting and greeting clients: Do they need to do anything? Do they need to say anything? Tutor to ask learners to feedback their individual policies and to write down their suggestions or key points on flip chart they should have included some of the below (where applicable): SMILE ! Make eye contact Stand up Speak clearly and politely and use appropriate language Use open ended questions (when, what, who) to gain information from the client Hand shake (if appropriate) Use positive body language Tutor: To ask learners to write down what their salon policy is on meeting and greeting clients: Do they need to do anything? Do they need to say anything? Tutor to ask learners to feedback their individual policies and to write down their suggestions or key points on flip chart they should have included some of the below (where applicable): SMILE ! Make eye contact Stand up Speak clearly and politely and use appropriate language Use open ended questions (when, what, who) to gain information from the client Hand shake (if appropriate) Use positive body language

17. Greeting Clients What happens if everyone is busy and a client walks in the salon? Tutor: To ask learners what happens when a client walks into their salon and everyone is busy, do they: Option 1 – Everyone in the salon turns round and stares at the client Option 2- You make eye contact and look away Option 3 – You smile at them and say someone will be with them shortly. Of course option 3 is the best procedure, make eye contact and always smile when a client walks into your salon. Question - How many of you have walked into a clothes shop to buy something and be greeted by a rude sales assistant, what was your impression of the shop when you left?Tutor: To ask learners what happens when a client walks into their salon and everyone is busy, do they: Option 1 – Everyone in the salon turns round and stares at the client Option 2- You make eye contact and look away Option 3 – You smile at them and say someone will be with them shortly. Of course option 3 is the best procedure, make eye contact and always smile when a client walks into your salon. Question - How many of you have walked into a clothes shop to buy something and be greeted by a rude sales assistant, what was your impression of the shop when you left?

18. Greeting Clients What reason might a client walk into your salon? Tutor: To allow learners to pair up (or in small groups) and write down all the different reasons why clients would come into the salon Tutor to write down learners suggestions on the flip chart and make sure the below have been covered: To make an appointment Because they are booked in for a service To cancel an appointment To amend an appointment Price enquiry To buy retail products Tutor: To allow learners to pair up (or in small groups) and write down all the different reasons why clients would come into the salon Tutor to write down learners suggestions on the flip chart and make sure the below have been covered: To make an appointment Because they are booked in for a service To cancel an appointment To amend an appointment Price enquiry To buy retail products

19. The definition of Valuing & Respecting Your Clients Valuing – to hold a client in high esteem, to attach importance to a client Respecting – to hold a client in high esteem, to avoid harming, degrading, insulting, injuring or interrupting a client Tutor: To read through slide stress the importance of always respecting your clients and being professional at all times in a salon environment The way you communicate with your client must always be respectful. It is not appropriate to argue with your client in the salon, even if you do not agree with their beliefs or opinions. Remember your client is paying for a service, not to listen to your views or opinions (unless they are asked for). There are certain subjects should be avoided, such as: Religion Politics Tutor: To read through slide stress the importance of always respecting your clients and being professional at all times in a salon environment The way you communicate with your client must always be respectful. It is not appropriate to argue with your client in the salon, even if you do not agree with their beliefs or opinions. Remember your client is paying for a service, not to listen to your views or opinions (unless they are asked for). There are certain subjects should be avoided, such as: Religion Politics

20. Identifying Your Client’s Needs  In your last unit - G7 (Advise and Consult with Clients) you covered the importance of client consultation and making a detailed analysis of the hair and scalp. Tutor: To read through slide and ask the learners: “What type of things about the hair and scalp are you looking for during a consultation?” Tutor to write suggestions on flipchart and ask the learners to write the suggestions down (they should include the below) Hair & Scalp Disorders – Head Lice, Ringworm, Eczema, Impetigo, etc.. – Can you carry out the service? Hair Growth Patterns – Double Crown, Widow’s Peak, Cowlick and Nape Whorls Lifestyle – How does the client style their hair at home, do they have a busy lifestyle which may affect the haircut or colour? Hair Condition – Does the client have a home care routine? Do they need advise and guidance on products? Hair Texture & Density – Does the client have thick or fine hair, will this effect the technique or products used?Tutor: To read through slide and ask the learners: “What type of things about the hair and scalp are you looking for during a consultation?” Tutor to write suggestions on flipchart and ask the learners to write the suggestions down (they should include the below) Hair & Scalp Disorders – Head Lice, Ringworm, Eczema, Impetigo, etc.. – Can you carry out the service? Hair Growth Patterns – Double Crown, Widow’s Peak, Cowlick and Nape Whorls Lifestyle – How does the client style their hair at home, do they have a busy lifestyle which may affect the haircut or colour? Hair Condition – Does the client have a home care routine? Do they need advise and guidance on products? Hair Texture & Density – Does the client have thick or fine hair, will this effect the technique or products used?

21. Identifying Your Client’s Needs  You must also make sure you identify your clients needs and expectations so you are positive you know their requirements. This can only happen by effective communication Tutor: To read through slide to learners To ask learners how can you gain information from clients effectively? What type of questioning techniques should you use? Tutor to ask learners to write the following down in their notes pages– Tutor may want to use flip chart or to dictate to learners: Open-ended – What, Where, When, Why, How – These are used to draw information from a client as they have to give detailed information on what they want. Closed-ended – These are used either at the end or as a summery to check that the client has understood the information you have given them and to confirm understanding. This should be used when your client has been shampooed and has had time to think over the consultation and you should summarise and confirm understanding before carrying out the service. Tutor: To read through slide to learners To ask learners how can you gain information from clients effectively? What type of questioning techniques should you use? Tutor to ask learners to write the following down in their notes pages– Tutor may want to use flip chart or to dictate to learners: Open-ended – What, Where, When, Why, How – These are used to draw information from a client as they have to give detailed information on what they want. Closed-ended – These are used either at the end or as a summery to check that the client has understood the information you have given them and to confirm understanding. This should be used when your client has been shampooed and has had time to think over the consultation and you should summarise and confirm understanding before carrying out the service.

22. Working Under Pressure  At many times throughout a normal salon day, you will be under pressure from time to time. Tutor: To read through slide To ask learners – “When are the busy periods in a normal working day?” Learners to feedback to tutor, they normal include the following: Beginning of the day – Start of day jobs (cleaning, laundry, preparing for the days clients – looking for record cards, preparing foils) During the day – Shampooing, taking off colours, neutralising, reception, client care, maintaining housekeeping and trying to have a break! End of day – End of day jobs (cleaning), cashing up (if applicable) Tutor: To read through slide To ask learners – “When are the busy periods in a normal working day?” Learners to feedback to tutor, they normal include the following: Beginning of the day – Start of day jobs (cleaning, laundry, preparing for the days clients – looking for record cards, preparing foils) During the day – Shampooing, taking off colours, neutralising, reception, client care, maintaining housekeeping and trying to have a break! End of day – End of day jobs (cleaning), cashing up (if applicable)

23. Working Under Pressure  It is also important to be helpful and courteous to clients at all times, even when your under pressure a work. Remember always ask for help from another team member if you cannot cope Tutor: Tutor:

24. Keeping Clients Informed & Reassured Think of the whole treatment as being spilt into three sections, therefore your treatment has a: Tutor: It is important to communicate effectively with your clients throughout the treatment (cut, colour, perm, etc..) You need to explain: What you are doing Why you are doing it Some clients may need more reassurance than others as they may already have some previous knowledge of hairdressing treatments and will understand why you have used a particular product. Other clients may be totally confused by the whole process, so some explanation of what is happening during the treatment will be helpful. Remember to speak in a language that the client understands e.g.: not I am going to put a 6.54 on Tutor: It is important to communicate effectively with your clients throughout the treatment (cut, colour, perm, etc..) You need to explain: What you are doing Why you are doing it Some clients may need more reassurance than others as they may already have some previous knowledge of hairdressing treatments and will understand why you have used a particular product. Other clients may be totally confused by the whole process, so some explanation of what is happening during the treatment will be helpful. Remember to speak in a language that the client understands e.g.: not I am going to put a 6.54 on

25. Keeping Clients Informed & Reassured Remember: Hairdressers train for a long time to learn what they are doing and why need to do it, so do not assume the client also knows!! Tutor: To write the below out on the flip chart and ask the learners to copy down: Why should you never ‘Assume’ anything? Tutor: To write the below out on the flip chart and ask the learners to copy down: Why should you never ‘Assume’ anything?

26. Responding Effectively To Client Behaviour Many different clients will enter your salon. You will need to learn how to deal with all kinds of behaviour. Tutor: To read slide through To ask learners: “What different types of behaviours can clients show whilst in the salon?” Learners to offer suggestions and tutor to write them on a flip chart and ask learners to copy them down, they should include: Angry Confused Tutor: To read slide through To ask learners: “What different types of behaviours can clients show whilst in the salon?” Learners to offer suggestions and tutor to write them on a flip chart and ask learners to copy them down, they should include: Angry Confused

27. Responding Effectively To Client Behaviour Confused – Signs are muddled, perplexed, bewildered, mixed up or mistaken Angry – Feeling angry or showing anger. Extremely displeased Tutor: Tutor to write down the below on the flip chart and ask learners to copy list: There are different behaviours that clients can display: Tutor: Tutor to write down the below on the flip chart and ask learners to copy list: There are different behaviours that clients can display:

28. Responding Effectively To Client Behaviour Can you name the opposite facial expressions? Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think the facial expressions are saying and then feedback to tutor 1st Group (Top) Aggressive Anxious Bored 2nd Group (Bottom) Joyful Negative Optimistic Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think the facial expressions are saying and then feedback to tutor 1st Group (Top) Aggressive Anxious Bored 2nd Group (Bottom) Joyful Negative Optimistic

29. Responding Effectively To Client Behaviour Can you name the opposite facial expressions? Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think the facial expressions are saying and then feedback to tutor 1st Group (Top) Cautious Disbelieving Happy 2nd Group (Bottom) Relieved Sad Surprised Tutor: Learners can pair up (or small teams) and discuss for 5 minutes and write down some suggestions on what they think the facial expressions are saying and then feedback to tutor 1st Group (Top) Cautious Disbelieving Happy 2nd Group (Bottom) Relieved Sad Surprised

30. Responding Effectively To Client Behaviour Dealing with Confused Clients What do you need to do or say in this situation? Tutor: A lot of reassurance and explanation of what you are doing You need to take control and repeat decisions back to the client You need to have patience, understanding and remain calm throughout the consultation You need to avoid using technical or jargon when talking to the client (remember from earlier in this presentation, when talking about colour using words instead of numbers – ie. 8.3 = Light Golden Blonde or when cutting, avoid using words such as choppy or textured – use pictures to describe these looks) Tutor: A lot of reassurance and explanation of what you are doing You need to take control and repeat decisions back to the client You need to have patience, understanding and remain calm throughout the consultation You need to avoid using technical or jargon when talking to the client (remember from earlier in this presentation, when talking about colour using words instead of numbers – ie. 8.3 = Light Golden Blonde or when cutting, avoid using words such as choppy or textured – use pictures to describe these looks)

31. Responding Effectively To Client Behaviour Dealing with Angry Clients What do you need to do or say in this situation? Tutor: To read through slide To ask learners what they might do or say to angry clients Tutor to write the following down on flip chart: Will need to be handled carefully and tactfully Always keep your body language open and positive, don’t become agitated or angry yourself Speak in a calm slow manner Always seek advice from your salon manager or owner and clearly explain the situation to them Keep the client informed at all times on what is happening Tutor: To read through slide To ask learners what they might do or say to angry clients Tutor to write the following down on flip chart: Will need to be handled carefully and tactfully Always keep your body language open and positive, don’t become agitated or angry yourself Speak in a calm slow manner Always seek advice from your salon manager or owner and clearly explain the situation to them Keep the client informed at all times on what is happening

32. Respond Appropriately To Clients This means you should always be polite, assist when your clients need attention and respond promptly and positively to your clients’ questions Tutor: To read slide through To explain to learners the importance of always checking that you have fully understood your clients needs and the treatment expectations and allow them time to consider your explanations. If your clients do not fully understand, you should give further explanation to help clarify the situation, or this could result in unhappy or dissatisfied clientsTutor: To read slide through To explain to learners the importance of always checking that you have fully understood your clients needs and the treatment expectations and allow them time to consider your explanations. If your clients do not fully understand, you should give further explanation to help clarify the situation, or this could result in unhappy or dissatisfied clients

33. Responding To Clients’ Needs  Question: Why should you always respond to clients’ needs promptly? Tutor: To read through slide and ask learners for suggestions Tutor to explain: When a client indicates that they need attention, it is vital that you respond to the request immediately. Do not assume that the request is insignificant or unworthy of your time, as it may be a matter of urgency to avoid a potential accident For Example – A client may feel the perm lotion or colour burning her scalp, and if not treated immediately it could result in serious burns Tutor: To read through slide and ask learners for suggestions Tutor to explain: When a client indicates that they need attention, it is vital that you respond to the request immediately. Do not assume that the request is insignificant or unworthy of your time, as it may be a matter of urgency to avoid a potential accident For Example – A client may feel the perm lotion or colour burning her scalp, and if not treated immediately it could result in serious burns

34. Selecting Communication Techniques You will come across a wide range of different clients and it is essential to identify your clients’ needs and pitch your communication at the right level Tutor: To read through slide For example: A elderly client may not be very interested in which club or bar you visited recently, but a client of a similar age to yourself might be. To that elderly client you might bi the only person has seen or spoken to all week and they would welcome a conversation. However, a client who is having a relaxing scalp massage treatment will appreciate a quieter, less stimulating chat. A client who brings a book or newspaper in may not want to talk at all You must always look and listen to your clients needs and respond appropriately Tutor: To read through slide For example: A elderly client may not be very interested in which club or bar you visited recently, but a client of a similar age to yourself might be. To that elderly client you might bi the only person has seen or spoken to all week and they would welcome a conversation. However, a client who is having a relaxing scalp massage treatment will appreciate a quieter, less stimulating chat. A client who brings a book or newspaper in may not want to talk at all You must always look and listen to your clients needs and respond appropriately

35. Responding Positively & Promptly To Clients Very often clients will ask questions about the treatment they are having, and you need to be confident in your knowledge and understanding of the treatment to be able to answer the questions Tutor: To read through slide It is a good idea not to talk too technically about treatments to clients in case they misunderstand the information. Always allow your client enough time to consider the information given instead of getting the client to make a rushed decision. Experience shows that clients usually regret a hasty decision.Tutor: To read through slide It is a good idea not to talk too technically about treatments to clients in case they misunderstand the information. Always allow your client enough time to consider the information given instead of getting the client to make a rushed decision. Experience shows that clients usually regret a hasty decision.

36. Responding Positively & Promptly To Clients Negative reactions to questions will disappoint your client. Even if you do not think your client’s suggestions for a re-style are suitable, respond in a positive way by suggestions a more appropriate style tactfully. Tutor: To read through slide To ask learners do they like it when someone tells you ‘No!’ , when you are negotiating in a consultation always use a style book, as a visual aid to help come to a comprise and agreement Tutor: To read through slide To ask learners do they like it when someone tells you ‘No!’ , when you are negotiating in a consultation always use a style book, as a visual aid to help come to a comprise and agreement

37. Legislation to cover in smart screen Equal opportunities Disability Discrimination Data Protection Act Consumer Protection Act Make sure you revise these areasMake sure you revise these areas

38. Action and Assessment plan From completion of this power point you have an action plan of learning to complete and an assessment plan once you have completed the learning will be issued by your assessor to be able to achieve the unit.