7~Client Care (Salon Fundamentals - Nails; Chapter 7) PP

Stroke (A,A,A)

Over stimulation may harm client by dislodging plaque found in arteries; avoid massage unless cleared by a physician, use less heat and stimulation with water temperature and check for comfort.

Arthritis (A,A,A)

Painful movements and/or joint pain; use care when massaging and check for comfort.

Delivery Phase Goals

~Ensure Comfort ~Educate ~Explain ~Attain Results

5 Phases Of Service

~Greeting #1 ~Ask, Analyze, Assess #2 ~Agreement #3 ~Delivery #4 ~Completion #5

Client Release Statement (A,A,A)

Give you permission to service clients based on info provided on form and during consultation.

Allergen (A,A,A)

Substance or ingredients likely to cause an allergic reaction.

Word of Mouth (Completion)

The best form of advertising.

Ask, Analyze, Assess Phase #2

A guided conversation that invites clients to share expectations and reasons. Learn about client's skin and nail concerns. ~Offer professional advice.

Lifestyle Evaluation Third Part (A,A,A)

Allows clients to describe or offer information based on their home care regimen and daily routines and how they treat their hands and feet; helps determine best services as well as shape and length.

Hydroxy Acid Allergens (A,A,A)

Alpha and beta promote cell turnover and exfoliation and can cause irritation, redness and increased sensitivity.

Thank You Notes (Completion)

Another way to follow up after a first time client has a service and is sent within 72 hours. (Every Client's First Visit)

Personal Information; First Part (A,A,A)

Basic date necessary for good record keeping including clients full name, address, email and phone numbers.

Varicose Veins (A,A,A)

Bulging, prominent veins, increased risk of blood clot; avoid massage over it and use caution when massaging around it.

Professional Atmosphere (Greeting)

Can greatly influence a clients impression of you; every aspect of workspace is a representation.

Tone of Voice (Greeting)

Can turn a first time customer into a return client.

Steroids and Blood Thinners (A,A,A)

Cause the blood to thin

Medications (A,A,A)

Certain ones can give reason to avoid specific services, treatments or procedures.

Cosmetic Ingredient Allergens (A,A,A)

Colors and Fragrances are ingredients found or contained in products that commonly cause this. Common ingredients that can cause allergic reaction.

Touch (Greeting)

Considered the most personal of the five senses; can lower blood pressure, relieve stress, stimulate circulation and promote feelings of security.

Oral Antibiotics (A,A,A)

Create dryness, increase sensitivity and cause the blood to thin.

Medical History; Second Part (A,A,A)

Deals with personal health history. Provides important facts necessary to help determine what products, equipment to use and what services to offer.

First 3 Phases

Ensure Client Safety, Comfort and Satisfaction.

Greeting Phase #1

Establish rapport and build trust. ~Exchange Greeting ~Establishing Rapport ~Building Trust

Tell (Delivery)

Explain what to expect and what will be used including what steps and why so client understands.

Delivery Phase #4

Following the agreement you are ready to provide and recommend service, continue to build trust and confidence, goals are to ensure client comfort and explain what is taking place to educate clients and obtain results. ~Action ~Service Is Actually Performed

Chemotherapy and Radiation Treatment (A,A,A)

Heighten a clients sensitivity and may cause thinning of the skin.

Pregnancy (A,A,A)

Heightened skin sensitivity and stimulation of pressure points on the hands and feet may cause contractions; avoid massage use light effleurage movements and check for comfort.

Client Consultation Form (A,A,A)

Helps technician obtain information relating to the client and allows for good record keeping. Provided at the beginning of the 1st Visit.

Lifestyle Considerations (A,A,A)

Hobbies, occupation and at home nail care.

Rebooking (Completion)

Important part of the completion phase that helps ensure repeat business.

Soliciting Feedback (Completion)

In cases when client is noncommittal or indifferent when asked, use intuition and encourage free communication.

Environmental Allergens (A,A,A)

Increased sensitivity to some products and stimulation of the skin, can include pollen, mold, dander, saliva and food.

Skin Disease/Disorder (A,A,A)

Irritation such as redness or cracked/peeling skin and/or open sores; analyze client carefully, check for signs of redness, open sores, rash, irritation or infection and do not perform service in any of those characteristics are present.

Feature (Delivery)

Key ingredient in product, makes it effective.

Ask, Analyze, Assess

New Client fill out a Client Consultation form.

Eye Contact (Greeting)

Nonverbal gesture that conveys an impact message, doing this while talking or listening demonstrates confidence. Looking around during client consultation sends a clear signal that you are distracted or unsure of yourself.

Professional Evaluation Fourth Part (A,A,A)

Objectively review and evaluate the nails and skin. (you will fill out) ~Review Form ~Evaluate Nails and Skin

Heart Conditions/High Blood Pressure (A,A,A)

Over stimulation may raise blood pressure, light headedness; avoid massage unless cleared by physician, use less heat and stimulation and check for comfort.

Components of Client Consultation (A,A,A)

Personal information, medical history, lifestyle, professional evaluation and service record.

Follow Up (Completion)

Purpose is to check on condition of clients nails and skin, check on clients satisfaction with products purchased and build a good working relationship and rapport with clients. ~Guarantee Satisfaction.

Care Calls (Completion)

Purpose is to find out if a client was satisfied, how their skin and nails reacted, how products are working, if they have any questions and if there is anything that could have made it more enjoyable. (Every Client's First Visit)

Home Care Regimen and Retain Sales (Completion)

Recommend use of nail care products that are suited to clients needs; appropriate product selected based on consult and analysis and will be used during service to help client understand.

Benefit (Delivery)

Result ingredient delivers.

Edema (Swelling) (A,A,A)

Sign of another disease or disorder client may not know about, sign of injury; avoid massage unless cleared by physician.

Diabetes (A,A,A)

Slower rate of healing, increased risk of infection and decreased sensitivity in hands and feet; use extra care not to cause opening in skin, check temperature of heated items, get clearance from physician before performing service. (Requires Permission from a Physician before attempting service)

Respectful Greeting Techniques (Greeting)

Smile, direct eye-contact, extend hand for firm handshake, welcome them warmly.

Completion Phase #5

Soliciting feedback, recommending home care regimen and retain products; recommending the purchase of product, rebooking and expressing appreciation. ~Service Is Concluded ~Make Recommendations ~Rebook ~Client Express Opinion About Experience

Things to Look for (Professional Evaluation) (A,A,A)

Split nails, ridges in nails, discoloured nails, evidence of biting, dry, brittle nails, strong nails.

Fungal Infection (A,A,A)

Spreads easily, nail plate thickens, nail plate becomes discoloured and appears black to brown or beige to white, nail plate may loosen from nail bed; analyze carefully, check for thickening or loosening or nail plate and discolouration, do not perform service if any of those are present. (Should NOT Perform)

Recommend (Delivery)

Suggesting products that were used throughout the service for use at home, product features, benefits and uses have already been described, completes the 'selling' process.

Agreement Phase #3

Summarize and explain recommended services, state cost of service, future service and home care products, gain feedback on your suggestions and ensure that you and client are in agreement before beginning a service. ~Clarify Clients Expectations ~Desired Results

Key Guidelines of Client Education (Delivery)

Tell and recommend.

Agreement

The cost of the recommended service is usually discussed during _________ Phase?

Service Record Last Fifth Part (A,A,A)

To be filled out by technician and used as a reference at the time of EACH future appointment; each visit documented with date, products used and notes. (Ensuring consistency for the future visits)

Product Statement (Delivery)

What you tell your client about the feature benefit of a product is called a.... (Feature and benefit stated to client)

Delivery

Which phases would the steps and actions being taken during the service be explained?