Chapter 7 Client Care

*Eye contact

Is a nonverbal gesture that conveys a impactful message. It says, "You have my undivided attention." Looking a person in the eyes when talking and listening also demonstrates personal confidence.

Essential part of nail care training

Learning to uncover a clients motive for requesting a specific service.

*Fungal infection recommendation/caution

• Analyze client carefully • Check for thickening of the nail plate, discoloration or loosening of the nail plate • Do not perform a service if any of these characteristics are present • Refer client to a physician

Two effective follow up procedures

• Care calls • Thank-you notes Recommended that follow up calls are made and notes are sent within 72 hours following a visit.

Words that describe a professional tone of voice and include the following:

• Confident • Calm • Respectful and non-judgmental

Greeting phase, you can win your clients respect by greeting them professionally and respectfully by:

• Offer a friendly smile • Make direct eye contact • Extend your hand and shake hands firmly • Welcome them warmly

*Diabetes characteristics

• Slower rate of healing • Increased risk of infection • Decrease sensitivity in hands and feet

*During the professional evaluation, you will observe the nail plate and note any of the following:

• Split nails • Ridges in the nails • Discolored nails • Evidence of nail biting • Dry, brittle nails • Strong nails

*Fungal infection characteristics

• Spread easily • Nail plate thickens • Nail plate becomes discolored and appears black to brown or beige to white • Nail plate may loose from the nail bed

*During the agreement phase:

• Summarize and explain the recommended service(s). • State the cost of today's service, future services and home care products. • Gain feedback from the client on your suggestions. • Ensure that you and the client are in agreement before beginning the service.

Remember, the purpose of your call is to find out:

• The client was satisfied with the experience; • How the client nails and skin reacted; • How the products are working; • If there any questions that he or she has; • if there is anything that could have made it a more enjoyable experience.

*Diabetes recommendation/caution

• Use extra care not to cause an opening in the skin • Check temperature of water, paraffin wax or other items that may use heat • Get permission from physician before performing a service

The five phases of services are as follows:

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

First three phases of service, which occur before the actual delivery:

1. Greeting- establish rapport 2. Ask, Analyze and assess- offer professional advice 3. Agreement- clarify expectations

*Consultation forms incorporate the five sections:

1. Personal information, which includes personal data. 2. Medical history, which includes the clients medical history. 3. Lifestyle, which includes daily activity to help determine the best service for the client. 4. Professional evaluation, which allows a technician to note and record professional observation. 5. Service record, which allows the technician to document specifics such as services received, products used and purchased, and to track changes or improvements in the clients nails.

Three primary reasons to follow up with client:

1. To check on the condition of the clients nails and skin following the service. This lets the technician know whether a client is satisfied with the service results and that there were no adverse reactions. 2. To check on the client satisfaction with any products purchased. Often the client will forget what a particular product may be for or when and how to use it. Follow-up calls provide the client with an opportunity to ask questions. 3. To build a good working relationship and rapport with your clients. This will open the lines of communication between you and your clients. They will feel more comfortable discussing their nail care needs and services with you..

The last two phases

4. Delivery- perform the service 5. Completion- confirm satisfaction, recommend and rebook

Follow-up or a Care call

A phone call-often referred to as a ___________ or a ___________ -is one of the most important personal ways.

Greeting

A polite and genuine _____________ is always appropriate.

Lifestyle evaluation

Allows clients to offer information based on their daily routines and how they treat their hands and feet. Knowing a clients lifestyle helps you, as a professional determine the best service for him or her.

*Re-booking or pre-booking

An important part of the completion phase is scheduling the clients next appointment, this helps to sure repeat business.

*The client consultation form

Are provided to the clients at the beginning of the first visit. It helps the technician obtain information relating to the client and allows for good record keeping.

Personal information

Ask for basic data necessary for good record keeping. This includes information such as the clients full name, address, phone numbers ( home, work and mobile, if applicable), Email address and how the client was referred.

Hobbies

Certain hobbies can be hard on hands, feet and nails. Knowing what your client does on a daily basis will help you to determine the best course of services to reach your clients goals and expectations.

Chemotherapy/radiation treatment

Chemotherapy or radiation treatment heighten a clients sensitivity and may cause thinning of the skin.

*Environmental allergens

Clients with allergies to pollen, mold, animal dander and saliva, food and other environmental substances often show increased sensitivity to some products and to stimulation of the skin. Some products may contain seaweed or algae, which could trigger an allergic reaction in someone who has an iodine or shellfish allergy.

*Medical history

Deals with the clients personal health and medical history. This section includes questions about allergies medication and recent surgeries.

Service record

Each visit should be documented with the date of the visit, specific products that were used, any notes and the technicians initials.

Educational process

Ensures that the clients are fully informed about the service and are aware of the importance of home care.

*A follow up call or note should be done for every?!

Every client who is new to you.

*Completion Phase

Final step of the clients visit. During this phase you are soliciting feedback, recommending a home care regimen and retail products, scheduling the clients next appointment and expressing appreciation as you say goodbye.

Follow-up

Following up with clients after service is necessary in order to help guarantee client satisfaction.

In person, impressions are

Form based on professional atmosphere, eye contact, touch and tone of voice.

Following up within 72 hours of a service

Invites clients to freely express dissatisfaction, and gives the technician the opportunity to learn how to improve.

*Touch

Is considered the most personal of the five senses. It can lower blood pressure, release stress, stimulate circulation and promote feelings of security and comfort.

Ask, Analyze and Assess Phase

Is more than a question- and-answer exchange between client and technician. It is a guided conversation that invite clients to share their expectations as well as the reason for requesting services.

Benefit

Is the result that the ingredient delivers to the nails or skin. Each time a product any product is applied to the clients nails or skin, tell him or her what you are using, why you are using it and what benefits to expect from its use.

Hair care regimen and retail sales

It is best to recommend that clients use nail care products that are suited to their particular needs. Properly teaching and clients about the products used during the service is the first step in recommended a home care regimen and establishing a strong retail sales business. When recommending product for home use, it is important to speak with knowledge and confidence.

*Is it easier to smile or frown?

It is easier to smile because it takes only 17 muscles to create a smile, but it takes 43 muscles to make a frown. So smile it's much easier and friendlier.

To achieve desired results with nail care services

It is often best to recommend that the client commits to a series of services, such as regular monthly pedicures.

The goal of client care

It's to help guarantee client satisfaction. There are five phases of services that help the nail technician achieve this goal, and each of the phases has a different objective in the service process.

Occupation

Knowing a clients occupation will help you to determine what the best choice of service is and also what shape and length the nail should be.

Medication and treatment

Knowing the type of medication at a client is taking is important to the results of professional services.

At home nail care

Knowing what products your clients use and what they do to their nails on a daily, weekly, or monthly basis can help you determine if they need a service that is fairly low maintenance or if they are willing to spend some time at home to maintain the services they receive. It will also help you to determine if they are willing to work with you to achieve their desired results

New client and repeat clients

New clients are necessity, but repeat clients ensure that appointment books are full from week to week and month to month.

*Word-of-mouth (referrals)

News that is spread by verbal communication, it is the best form of advertising in any customer service business.

Feature

Of a particular product is the key ingredient it contains that makes it effective.

In a professional settings, a firm and low-key tone of voice is

Preferred over a loud or high pitch voice.

In the U.S the most common greeting is to?

Shake hands firmly and make direct eye contact.

*Delivery phase

The goals of this phase are to ensure client comfort during the service; to educate the client and explain what is taking place; and to attain results that satisfy the clients needs and expectations.

Thank-you notes

The note does not need to be lengthy; a brief note addressing the same topics you would during a care call is all that is needed.

*Agreement phase

The technician summarizes and make sure that the client agrees on the recommended services. Using technical terms may intimidate clients and cause them to hesitate rather than move forward. The technician should try to use every day language and reassure clients that the service is safe, comfortable and effective.

Oral antibiotics

The use of oral antibiotics can create dryness, increase sensitivity and cause the blood to thin.

Steroids and blood thinners

The use of steroid medication and blood thinner medication can cause the blood to thin.

*Product statement

What you tell your client about the feature/benefit of a product.

*Can help guarantee repeat business

You can help guarantee repeat business by satisfying clients while they are in your care. By using the techniques discussed in this chapter, you can meet the needs of each client and deliver individual client satisfaction. Satisfied clients are likely to return and become regular clients. It is easier to retain a client than it is to find a new client. This is why client care is so important!