Chapter 3: Communicating for Success

1.  The Golden Rules of human relations are:

• Communicate from your heart; solve problems from your head.
• A smile is worth a million times more than a sneer.
• Be kind to others. Treat people in a way that allows them to maintain their dignity.
• Every action brings about a reaction.
• Learn to ask for help when you are overwhelmed.
• Show people you care by listening to them and trying to understand their point of view.
• Give compliments freely.  An encouraging word at the right moment brings out the best in people.
• Being right is different from acting righteous.
• Balance your service to others with personal time to renew your own mind, body, and spirit.
• Laugh often.
• Show patience with other people's flaws.
• Take time to evaluate your own attitude and actions.
• Make amends when you are wrong.
• Learn to forgive yourself and others.
• Be compassionate toward others, demonstrating your support in difficult times.
• Build shared goals; be a team player and partner to your clients.
• A simple thank-you goes a long way in showing your appreciation to clients and colleagues.
• Remember that listening is the best relationship builder.

2.  Communication is the act of successfully sharing information between two people, or groups of people, so that it is effectively understood.

3.  The ten elements of successful client consultation are:

1. Review- Review the intake form and develop rapport with you client.
2. Assess: Assess your client's goals and objectives.
3. Preference- Ask the client what products and services she has done and what she thinks of them. What is the reason for today's visit?
4. Analyze- Assess the client's skin type, texture, and any skin conditions.
5. Lifestyle- Ask your client about her career and lifestyle.
6. Show and tell- Review the various treatment options, and then use reflective listening to make sure you and the client both know what is going to happen.
7. Suggest- Narrow the treatment options based on lifestyle, skin type, skin conditions, and Fitzpatrick typing. Tactfully discuss any unreasonable expectations and suggest any other helpful services.
8. Sun exposure- give instructions regarding proper skin care with every client.  Make sure to advise clients who have exfoliating treatments to keep out of the sun.
9. Maintenance- Counsel every client on proper skin care, regular salon treatments, lifestyle limitations, and home maintenance.
10. Repeat- Reiterate everything that you have agreed upon.

5. Record things on the client's consultation for such as the client's reactions, anything you did and want to do again, and final results.

6.   To handle tardy clients make sure you know your salon's late policy.  If you can take the client, make sure you politely let them know that it is not acceptable to be late, but you can help them this time. If a client is habitually late, tell them an earlier time to come.

7.  To handle a scheduling mix-up make sure to be polite and don't argue about who is correct.Make another appointment for the client for as soon as possible.

8. To handle an unhappy client, first find out why the client is unhappy, then make an appointment to fix the problem as soon as possible.  If it is not possible to fix the problem, you may have to defer to the salon manager.

9. When communicating with Coworkers, it is important to remember:

• Treat everyone with respect
• Remain objective and neutral
• Be honest and sensitive
• Keep your private life private
• Do not take things personally

10.  When communicating with a Salon Manager, it is important to remember:

• Be a problem solver
• Get your facts straight
• Be open and honest
• Do not gossip or complain about coworkers
• Check your attitude
• Be open to constructive criticism