Connect, Consult, Create, & Complete

What is the purpose of the connect service?

Establishes rapport and builds credibility with each client.

What are the benefits of obtaining client consent in the consult service?

Gaining consent helps the client feel in control Paraphrase to close the gap of what is said and what is meant Explain the cost of service, time frames, etc. Recommend based on technical knowledge, not personal preference Gain agreement before beginning the service Obtain parent/guardian consent to treat minors

What colors would you plan for salon/spa decor?

Gender-neutral colors for gowns and towels, so all clients feel comfortable.

What are some ways to establish rapport:

Greet the client, smile, and say "hello." Use your client's name Introduces yourself to your client Give the client helpful directions

What should you look for when visualizing the end result during the consult service?

Verify contraindications, visualize possibilities and analyze color and/or contour patterns, eye and face shapes, skin sensitivity

Ensure client comfort during the service by: checking room _________________ warming linens and towels _________ the service asking client if you are applying too much ________________ providing linens that are ____________ and ____________ to touch placing ___________ in areas that the client needs extra support creating an environment that stimulates the five ______________

temperature; before; pressure; clean and soft; bolsters; senses

What are the three strategies of the create essential?

1. SHOW - show the client what you're doing - products, devices, and how service is going. 2. TELL - tell the client what to expect during the treatment and how you've customized the service for them. 3. TREAT - treatment occurs when you are performing the service on the client and is part of the skin assessment system.

What are the four steps of the consult process?

1. Analyze the client's wants and needs 2. Visualize the end result 3. Organize the plan for follow-through 4. Obtain client consent

List three strategies you can use to review the client's overall service experience during the complete service?

1. Don't assume your client sees the results in the same way you do, if something small is bothering them, it might make a big difference if you knew about it and corrected it. 2. Briefly summarize the services you performed with emphasis on the positive changes and benefits. 3. Explain possible contra-actions that may occur after the service and instructions to follow in case they arise.

What is the purpose of a treatment record?

Allows you to recall the details of a client's previous visit and double-check the progress of the overall plan.

What is the purpose of the consult service?

Analyzes client wants and needs, visualizes the end result, organizes the plan for follow-through and obtains client consent.

What is a contraindication?

Any characteristic of the client that makes the use of a given service dangerous for the patient

What is on the consent/waiver category of the client intake form and what is the reasoning?

Approval for contact, consent for service, full disclosure of information Legal compliance, liability issues

How would you take advantage of the sense of smell?

Be aware of the small of products, the linen, and the aroma in the air.

What is on the health information category of the client intake form and what is the reasoning?

Current medical conditions, pregnancy, daily medications, surgeries, and allergies Contraindications, Service modifications

What is the purpose of a hair removal charting form and when would you use it?

It identifies contraindication, products used in hair removal services, hair growth pattern and outcome of hair removal service. You'd use it for waxing, sugaring, and brow shaping.

What is the purpose of a makeup design form and when would you use it?

It identifies contraindications, skin type, designs the needs (such as contouring and highlighting), and products to use during application

What is the purpose of a skin charting form and when would you use it?

It identifies contraindications, skin type, skin conditions, Fitzpatrick skin type, proper products, modalities, and protocols using a system designed to simplify results. You'd use it for facials, microdermabrasion, chemical exfoliation, and body treatments.

What is on the demographic information category of the client intake form and what is the reasoning?

Name, address, phone, email address, occupation, school, etc. Marketing

What refreshments would you offer in the spa/salon?

Offe something to drink upon arrival and during service, if appropriate.

In addition to communication skills, factors that communicate credibility with clients include:

Personality, Schedule/Time, Environment, Professional Appearance

____________________ is a technique for turning first-time clients into return clients.

Prebooking

What is the purpose of the create service?

Produces functional, predictable, and pleasing results.

What are the benefits of organizing the plan during the consult service?

Quick overview to present to the client Helps determine the service Helps provide consistent results Upselling becomes the natural choice

What is the purpose of the complete service?

Reviews the service experience and client satisfaction, offers product recommendations, expresses appreciation and provides follow-up.

What is on the skin history category of the client intake form and what is the reasoning?

Skin disease, past services and daily skin care Contraindications, service modifications, and home-care recommendations

What is on the lifestyle history category of the client intake form and what is the reasoning?

Sleep, diet, exercise, smoking, and hormone replacement therapy Service Modifications, home-care modifications, and identifying possible poor results

What type of music would your salon/spa play in the background?

Soft, slow music that'll enhance the relaxing experience

_____________ is the most personal of the 5 senses.

Touch

What are contra-actions?

Unwanted reaction: allergic reaction to a product Desirable reaction: increased blood flow leading to reddening of the face after a facial

A client has a right to ___________ the information you keep on them, ___________ inaccurate or incomplete information, _____________ their personal data or ask for it to be transferred elsewhere.

access; alter; remove

Client feedback is essential so you can provide the _____________ services possible.

best

During the complete service, be sure to complete the consultation record by noting:

changes in procedure or formula products used tools used, including settings special techniques used samples given follow-up communication promoted and time frame

Tips for offering a warm goodbye during the complete service:

complete the service within scheduled time, end the visit while walking your client to the door, engage with client.

Clients must sign the consent to:

confirm they agree to the treatment offered and have declared all their medical information for you to provide a safe treatment

Eye contact shows that you are __________ ______________.

giving attention

Listening ensures you gather correct ________________.

information

During the complete service you want to teach and converse with your client about:

recommended products, skin care regimen (AM/PM), post-service instructions, and the treatment plan