Client Care and Communications in The Salon

Client Care & Communications
A consultation is a one-to-one talk with your client. Here you will find out especially
important and confidential information that will help you to advise and give clients the
best treatment.
Always introduce yourself to your client.
The consultation is often carried out in the room in which you are working and should
be carried out before the client gets undressed in case there is any reason that they
cannot be treated.
There are three skills required as part of the consultation:

1. Observation - what can you observe about the client?
Are they nervous, extrovert, holding their body in such a way that might give
indications for treatments, poor posture etc?
2. Verbal Questioning – gain the information required.
3. Physical Examination – what can you physically see and feel on the client?
This third part is only carried out once you have assessed that, so far, the client is
suitable for treatment.
• Approximately 15 minutes should be allocated to carry out the initial consultation.

• Ideally you should be sitting face to face or next to your client to create an open
atmosphere.
• Avoid barriers such as a couch or a table coming between you.
• Holistic treatments treat the individual, taking into consideration general well-being,
i.e. health, emotional, physical and mental states.
• You need to explain carefully to the client why you are carrying out a consultation.
• Use open questions to tactfully encourage the client to give you information that
you need rather than interrogating them and asking lots of direct and often personal
questions.
• Use the record card as a prompt rather than a list to tick off.
Effective communication
Effective Communication is important to ensure:
• In order to recommend the correct treatment for the client

• To prevent contra actions
• To give longevity to the service
• To gain clients confidence
• To gain future client referrals
• To guarantee client is Satisfied with the treatment and no misunderstanding
occurs
• To prevent loss of business
Consultation Process
1. Analysing the client’s wants and needs
2. Visualising the end results
3. Organising the plan for treatment
4. Obtaining client consent
Looking at Step 1 in more depth

1. Analyse the client’s skin & health.
2. Check for any contraindications.
3. Ask about your client’s lifestyle, maintenance preferences and budget
considerations.
4. Analyse the treatment area
5. Analyse the client’s physical attributes, such as Face Shape & eye shape.
6. Discuss what our Client would like to with their Brow Shape and what they hope to
achieve for the result.
7. Look and listen for cues and clues of your client’s likes and dislikes
Ask open-ended questions to gain feedback:

• ‘Want’ questions – Uncover what clients want that they currently don’t have
• ‘Have’ questions – Uncover problems or challenges clients currently have
AGREE ON A PLAN FOR TREATMENT
1. Organise the information
2. Consider procedures, techniques, products and tools
3. Summarise the service
4. Organise the information you’ve gathered through discussion and observation
5. Consider which procedures, techniques, products and tools you will use
6. Summarise the service and/or services needed including the cost(s) to achieve
the desired result
7. A medical referral (when applicable) is an important legal and ethical principle:
8. Avoid naming specific contraindications, as you are not a medical professional
Obtain Client Consent & agree to help them feel in control:

1. Make professional recommendations (not personal)
2. Obtain parent or guardian consent if treating a minor
3. Help the clients see the link between results wanted and services needed
4. Help clients visualise results using pictures from various sources
5. Explain treatment in detail, clarify any questions and confirm costs involved
6. Use everyday language to ensure understanding
Record Keeping
Records must be maintained for several reasons:
1. They provide contact details in case you have to alter or cancel an appointment.
2. So that you can monitor the client’s progression.
3. To track any aftercare advice that you have given the client.
4. As a backup in case the client has an adverse reaction to a treatment.
5. Another therapist should be aware of what treatments and products the client has
had.
Client records can be stored electronically or filed manually and should be updated
at every visit.
If record cards are not updated and do not contain a history of services and dates,
you may find your insurance invalidated.
Records cards must be kept for three years, as medical claims can be made up for
up to that period. If a client is under 21 years of age, it is recommended that their
record card be kept until they are 21 years of age.
Client confidentiality must always be protected. If a salon holds computerised
records, they must register with the Data Protection Register.
If a salon only holds written records, this does not apply, but they must uphold
the principles of the Data Protection Act and comply with the following:
1. All info information must be accurate and necessary to the service or treatment to
be performed.
2. Individual client records must be available for the clients to view if requested.
3. All information must be stored securely by password protected computer file.
It is good practice to record the following information during a consultation:

1. Introduction
2. Patch Test results
3. Personal details
4. Contra-indications/Contra-actions
5. Reasons for treatment
6. Any reactions to previous treatments
7. Home routines/ Homecare advice
8. Sales
9. Next appointment/recommendations.
Any contra-indications and possible contra-actions must be identified and discussed

prior to the service. In the case of medical referral, the practitioner should keep a
copy of the GP’s letter with the client’s record card.
The consultation card must be signed and dated to prove that you have given the
correct advice, completed the required information, and agreed the service plan with
the client. Always allow the client the opportunity to question and clarify any points
before signing the record card. On the following pages are examples of consultation
forms which you can adapt to suit you.
Clear Advice & Recommendations
Giving your client clear advice and Recommendations is important because it is:
• Tailoring advice to client’s personal needs based upon consultation results in

longevity of the treatment results.
• Allows the treatment to suit the clients treatment needs
• Potential for continued and ongoing treatments
• Demonstrating professionalism
Personal Space
• Space between client and therapist is 60 cm
• Client should be Eye level when carrying out consultation
• Suitable location for consultation in a Private room or where the consultation
can't be overheard.
• Client’s comfort should be checked throughout the treatment.
• Always respect the client’s privacy in conversation and when changing.
Client Confidentiality
To follow client confidentiality in line with data protection legislation you need to:
• Keep Clients records Confidential and locked in a file cabinet or locked

computer.
• Only therapist that is doing the treatment should look at the treatment record.

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Client Care & Communications

Always introduce yourself to your client.

There are three skills required as part of the consultation:

2. Verbal Questioning – gain the information required.

• Approximately 15 minutes should be allocated to carry out the initial consultation.

• In order to recommend the correct treatment for the client

Looking at Step 1 in more depth

Ask open-ended questions to gain feedback:

Obtain Client Consent & agree to help them feel in control:

It is good practice to record the following information during a consultation:

Any contra-indications and possible contra-actions must be identified and discussed

• Tailoring advice to client’s personal needs based upon consultation results in

• Keep Clients records Confidential and locked in a file cabinet or locked

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