Client consultations are not only a legal requirement before treatment, but also an opportunity to discover what your client wants, along with possible contraindications, and achieve the perfect end result. Even regular clients need a consultation as hair, nails and skin condition can change over time. Read on to learn how to get the most from each consultation.
Questions
Ask questions and listen carefully to ensure you understand the client’s desires and requirements. Use open questions that require more than a yes or no answer. Give the client confidence that you are dedicated to giving them a fantastic service and make recommendations accordingly. Repeat key information back to the client. For example, showing them how much hair you will cut. Before you start working on the client, always check they have no more questions.
Analyse
Check over the area you will be performing the treatment on, such as hair, skin or nails. Tailor your ideas to their specific desire, concern or problem. Discuss findings with the client and, again, make recommendations.
Keep a Record
Recording information about each of your clients allows you to build a deeper understanding of their needs. Record information from consultations. Should their regular hairdresser or therapist be away, someone else can read their record to familiarise themselves with the client. Allergies, conditions and sensitivities must be noted. Keeping records up to date also allows you to identify other treatments or retail products that clients may be interested in.
Inspiration
Have hair or beauty magazines and pictures of your work available for the client to look through. Also, direct them to Instagram and Pinterest for further inspiration on current looks and trends. This may help clients who lack confidence or are unsure about the look they want. Use the client’s language, not industry jargon they may not understand.
Building Relationships
Consultations offer hair and beauty professionals a chance to develop a rapport with clients. Be positive and friendly from the start, putting the client at ease. Be aware of your body language, sit at their level, smile and avoid folding your arms. Get to know your clients - Every client is different; some will have very strong views of what they want, others will be looking for inspiration and suggestions. Some may prefer a questionnaire, other may prefer only face-to-face questions. Read their records to remind yourself of key information and previous treatments before the client returns for their next appointment.
Confidentiality
Be aware that the client has trusted you with private, often sensitive, information. Store carefully and adhere to the Data Protection Act.
Meet Clients Expectations
Clients will be seeking expert advice from a professional they can trust. Give them tailored ideas and tips to suit their skin tone, hair colour, condition, face shape etc. Manage their expectations. Ask them questions about their job, hobbies and family life. Would a high maintenance hairstyle fit in with your client’s lifestyle? Read their body language. Are they saying yes but shrugging their shoulders or seeming non-committal? Politely check and double check what they want. Also, discuss after care and retail products.
Opportunities to Upsell
Don’t be afraid to suggest additional services or ancillary products to clients during the consultation.If they are in for a manicure, you could discuss gel polish or nail art. If they are in for a cut and re-style, you could discuss colour options. If they decide upon your upsell, make sure they are aware of and happy about the cost.
Retail
Establish what your client’s concerns or problems are with, for example, their hair, skin or nails. Suggest retail products they might like that could help with after care.
Complaints
If your client returns to you unhappy after the treatment, the consultation form can provide a handy paper trail for you to check what was discussed and agreed, as well as any existing allergies or conditions. Read our blog on How To Deal With Client Complaints.
Pricing is probably one of the most talked-about issues when it comes to reopening post-lockdown. It’s so easy to feel anxious about how your clients might accept a price increase.
At Capital we consider ourselves partners in your business and that doesn’t stop at delivering you hair and beauty supplies. Helping you grow your business is high on our agenda, so for our latest instalment of our ‘Time to Improve’ series we’ve compiled a list of the 8 best ways to attract new clients to your salon or your freelance hair, nails or beauty business.
Anne Veck is one of those hairdressers who inspires stylists and colourists the world over. As well as being an award-winning hairdresser, Anne is always giving her time when it comes to industry showcases as well as working on clients at her two salons. Here she shares what a week in her shoes really looks like.
Freelance Focus, is a one stop resource for anyone working as a freelancer or thinking of going freelance in the hair & beauty industry, which includes a FREE downloadable guide filled with advice, useful insights, experiences and tips (from experienced freelancers) to help you understand the steps needed to make the right choices for you.
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Privacy Statement
This privacy policy sets out how Capital Hair and Beauty Ltd (CHB) uses and
protects any information that you provide when using the
capitalhairandbeauty.co.uk website or otherwise provide CHB with your
personal information.
CHB is committed to protecting your privacy. If we ask you to provide
certain information by which you can be identified when using the website,
you can be assured that it will only be used in accordance with this
privacy policy. We treat all your personal information as fully
confidential and do not pass your information on to third parties without
consent unless legally required to do so.
By providing us with your personal information, you agree and consent to
its transfer, processing, use and disclosure as outlined in this privacy
policy. This policy does not apply to data you place on any publicly
accessible page. For example, when you submit a product review.
CHB may change this policy by updating this page. You should check this
page from time to time to ensure you are happy with the changes. This
policy is effective from 21st May 2018.
What personal data will be processed?
When you shop on this site or in one of our stores, personal information such as your name, email
address, phone number, invoice/delivery addresses, type of business and, where applicable the IP address used
to connect your computer to the internet are collected by us. This data
enables us to process and fulfil your order or transaction. We also ask for your mobile
number, which helps us (and courier companies working on our behalf) to
contact you if there’s a problem with your order.
Other information we collect
We may collect technical information regarding the type of electronic
device used, such as the make and model, operating system, internet browser
and also which pages of the site are visited and for how long. This is
statistical data about our users' browsing behaviour and does not identify
you personally. Debit/credit card details are entered on secure pages
hosted by our payment service providers, whether this be Secure Trading or
PayPal, this data is stored securely on their servers, we do not have
access to this. Where card details are given for payment processing over the phone, we do not record or store these details.
We also use CCTV in our stores for the security of our employees and customers.
How will we process data?
Personal data collected is used in the processing and delivering of orders.
Names, email addresses, mobile numbers, postal addresses and business type
may also be used to send you marketing communications (if you have opted in
to receive them). You can opt out of these at any time by visiting ‘my
preferences’ in your online account.
Browsing behaviour data is collected and analysed to see how well our
website is performing on a variety of electronic devices and internet
browsers.
We also use this data for remarketing in conjunction with Google, which
allows us to display adverts to you on third party websites after you have
visited our website. To opt out of this please visit Google’s ad settings.
Who will process data?
Personal data is stored on secure servers, separate to the website server.
We may share this information with third party service providers employed
by us to perform functions on our behalf, such as courier companies
delivering orders, mailing companies sending postal mail, email service
providers sending emails and texts (SMS) and payment service providers
processing payments. PayPal transactions are subject to the PayPal privacy
policy.
We may also share certain data including email addresses (if you are opted
in to receive emails from us) with third party social media platforms in
order to show you targeted ads when you visit them. Third parties such as
Google use cookies to store browsing behaviour data, which enables us to
use their remarketing services. Please refer to our cookie policy for more
information.
Why are we processing data?
We require this information to provide you with a service (processing
orders), it also helps us to ensure that content on our sites is presented
in the best way for you and the electronic device used to access the
content. To send you information regarding our products or services (if
requested by you), protect you and us against fraud and to notify you about
changes to our service.
When will data be processed?
This data will be processed when your order is picked, packed and
dispatched by our distribution centre, or if you enter a competition or
free prize draw. It will also be used every time we send a marketing
communication, if you have opted in and the communication is deemed by us
to be relevant to you.
Any user specific browsing data will be retained for 26 months after you
last visited our site, after which time it will be deleted.
Unsubscribing from marketing communications
To unsubscribe from marketing communications please visit the ‘my account’
section of your online account and select ‘my details and preferences’. You
can then change your opt in preferences for email, text and post.
Alternatively simply click on the unsubscribe links that are sent out with
each email/text or get in contact with us.
Right to access your data
You have the right to request a copy of the data we hold about you, or to
have your data erased in certain circumstances. Please contact us if you’d
like to request this. Please note that depending on your interactions with
us, some data may need to be retained due to legal requirements.
This policy was last updated on 23rd May 2018
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