| Client Consultation |
|
Client ConsultationConsultation is the first part of any treatment provided in a beauty salon or spa and is essential for both the client and therapist. It may be carried out immediately before the treatment or an appointment can be made just for a consultation, so the client has time to discuss all the options with a therapist before booking any treatments. It is the opportunity to share information
For successful consultation it is important to develop the skill of 'active listening'. This is when you hear what people are really saying, allowing you then to influence, persuade and negotiate and avoid any misunderstanding. Active listening requires you to pay particular attention to your client without being distracted by things around you, use positive body language, nodding and smiling to show you are listening. Reflect on what the client is saying, clarify points and summarise occasionally during consultation.
The importance of consultation to the therapist is that it provides all the information required to plan the most appropriate treatment for each client. The therapist will ask for personal details such as contact information, lifestyle and their current beauty regime. Medical history will be discussed as this enables the therapist to recognise any contraindications that may prevent or restrict certain treatments. The client's own objectives for treatment are also noted and discussed. Any skin test that may be required for treatment can be carried out during the consultation and a record card is completed with all the relevant details and this will be updated at each subsequent appointment.
Details of clients' purchases should also be noted on their record card as this indicates the homecare advice that they have been given and also when new products will be required.
The consultation is important to the client as it provides them with the opportunity to ask any questions that may help in deciding which treatments are best for them, how much the treatments will cost how often they will need to attend and it also helps to initiate and promote a professional relationship with the therapist who is treating them.
The information recorded on a client's record card is completely confidential and must be stored in a secure place that is not accessed by any unauthorised person. The Data Protection Act 1998 lays down the legal guidelines that must be followed in protecting client information.
When the client returns for further treatments the record card should be made available to the therapist who will be treating them, as this will allow the therapist to see the client's treatment history at a glance. The therapist will then discuss the last treatment, if the client was happy with the results, what their objectives are now and if they want to make any changes or modifications to the current treatment plan.
Consultation tips Always greet your client warmly and by name. If it is the first time you have treated them introduce yourself. Make sure they are comfortable, provide them with a chair that has back support Make sure you have all the necessary records that need to be filled in during consultation Maintain eye contact and use open body language Use open questions beginning with the words, who, what, why, how, when, which and where? This helps you to learn as much as you can about your client as they can't answer with a simple yes or no. Closed questions may be used when a simple yes or no is required and probing questions when you need more information than the client is providing. Don't spend too long on the consultation just allow sufficient time to ensure all information is collected and given
|