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

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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

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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.

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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

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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

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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

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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

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A Positive impression

• These are examples on how you can give a
  positive impression of yourself

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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

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Salon Image

• What things help create an image of a salon?
• Write down a couple of suggestions!

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Salon Image

• What makes your client form an opinion on the
  atmosphere of your salon?
• Write down a couple of suggestions!

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Appearance Behaviour

• A new clients 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

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Appearance Behaviour

• What are your salons dress code?
• Write down what you should and should not wear
  in the salon

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Code of Conduct

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

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Greeting Clients

• What is your salon policy on greeting clients?

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Greeting Clients

• What happens if everyone is busy and a client
  walks in the salon?

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Greeting Clients

• What reason might a client walk into your salon?

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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

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Identifying Your Clients 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.

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Identifying Your Clients 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

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Working Under Pressure

• At many times throughout a normal salon day, you
  will be under pressure from time to time.

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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

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Keeping Clients Informed Reassured

• Think of the whole treatment as being spilt into
  three sections, therefore your treatment has a

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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!!

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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.

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Responding Effectively To Client Behaviour

• Confused Signs are muddled, perplexed,
  bewildered, mixed up or mistaken
• Angry Feeling angry or showing anger.
  Extremely displeased

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Responding Effectively To Client Behaviour

• Can you name the opposite facial expressions?

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Responding Effectively To Client Behaviour

• Can you name the opposite facial expressions?

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Responding Effectively To Client Behaviour

• Dealing with Confused Clients
• What do you need to do or say in this situation?

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Responding Effectively To Client Behaviour

• Dealing with
• Angry Clients
• What do you need to do or say in this situation?

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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

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Responding To Clients Needs

• Question
• Why should you always respond to clients needs
  promptly?

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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

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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

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Responding Positively Promptly To Clients

• Negative reactions to questions will disappoint
  your client.
• Even if you do not think your clients
  suggestions for a re-style are suitable, respond
  in a positive way by suggestions a more
  appropriate style tactfully.

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Legislation to cover in smart screen

• Equal opportunities
• Disability Discrimination
• Data Protection Act
• Consumer Protection Act

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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.