Client care vrq assessment

As a mobile nail technician my procedures for encouraging the use of additional services and products are:- Via verbal communication to a new client upon discussion of booking an appointment. This may take place either in person or over the telephone. I will listen carefully to the client's request for a particular treatment and will ascertain what outcome they want from the treatment. I am then able to inform them of any additional treatment options I offer which would be of benefit to them.Via verbal communication to an new or existing client during the consultation process before he beginning of a treatment. For example if the client has booked a manicure treatment, having assessed their skin and nail type/condition, if their skin is dry I would take the opportunity to recommend a paraffin wax treatment to supplement the manicure and specifically target their dry skin. During the treatment, I would answer any questions the client may have and this may Include the recommendation of another service or a product that would be of benefit to them.As a rule I would not give advice during the treatment UNLESS the client asks I want them to feel relaxed and to enjoy the experience. Aftercare leaflets are given to each client which recommend products they are able to purchase from me, and each client is given a price list detailing all of the treatments I offer. When home based, my price list is on display under the glass top of the nail station. Promotional offers on seasonal treatments and/or products to encourage a client to try something new.When the treatment is completed I will ask the client if they would like to book another appointment and will take the opportunity to ask If they would like to try any of the additional treatments that they have shown an Interest In over the course of today's retirement. When explaining aftercare, and handing them an aftercare leaflet, I can advise them of any products they could purchase that will be beneficial to help maint ain the effect of the treatment they have had and improve on any condition they may have, such as dry skin.What promoting additional services means to the Therapist If self employed – an increase in income. If employed – an increase in income or commission. An increase in sales may lead to promotion. Positive appraisals and respect. Helps to keep therapist up-to-date with new treatments and products. May be given further training to broaden their knowledge. Helps to show to clients that you are experienced and knowledgeable, leading to an Increase In regular clients. Shows confidence What promoting additional services means to the client The client receives targeted advice for their particular needs.Makes the client aware of new treatments and/or treatments they have no prior knowledge of so they can make an informed decision as to what treatments they would like. Client will be able to maintain the benefit of their treatment for longer if they try new services recomme nded especially for them, and particularly if they purchase professional reduces to use at home in between salon visits. They will feel confident that they are getting the best care from their therapist. What promoting additional services means to the Salon – Increase in sales and therefore income.Gain new clients and an increase in loyal & regular clients. Keeps the salon up to date with new treatments and products. Keeps the salon competitive in an ever growing industry. Helps with stock control & rotation. If you have products not selling very well – a promotion on these may increase sales and help reduce stock. Why is it important to understand the features and benefits of your stock? Describe what is meant by the benefit of a product- The benefit of a product is what the product can do/achieve – for example the benefit of a hand cream is that is nourishes the skin.Products contain a variety of ingredients and different products will have certain features th at provide particular benefits, for example an exfoliated may contain alpha hydroxyl acids (Shahs) from fruit, the benefit of which is to exfoliate the skin and help the production of new skin cells. Understanding the features and benefits of the products that you stock enables you to use the most appropriate reduce for your particular client to ensure they are receiving the best treatment for them that will give them the best outcome.If you are knowledgeable about what your product features and benefits are you are best able to advise your client on products they could purchase that will benefit them, giving them the best service you can, along with helping you sell the product to increase your sales and therefore income. It is also important to understand the features of your stock, as particular products may be unsuitable for a particular client for example due to an allergy they may have.Explain the benefits of a service Manicure – A manicure improves the appearance of th e hands and nails, offering a beneficial treatment that can improve dry skin, weak or brittle nails and prevent damage to the nails and cuticles. Filing the free edge of the nail improves appearance and prevents splitting, peeling and breaking. Softening and removing excess cuticle keeps them tidy and healthy and prevents the formation of hang nails. Massage of the hand and lower arm increases circulation, aids the removal of excess fluid and toxins, relieves stress and promotes relaxation.Skin is exfoliated and rushed, feeling softer to the touch. For a client with weak, splitting or peeling nails a nail strengthener product could be used, and retailed to the client to continue using at home. A paraffin wax treatment complements a manicure, particularly for clients with dry skin. This warming treatment is also beneficial for someone with arthritis. Other treatments that could be offered are:- Hand Mask, this can also be used along with heated mittens. Warm oil treatment. Products y ou could retail to the client include:- Nail file, Cuticle Oil, Hand Cream, Nail Varnish color of their choiceHow would you recognize a client's interest and when would be the most appropriate time to talk about other services? I would recognize a client's interest by listening carefully to them, watching their body language and facial expressions (such as nodding in agreement, smiling) and by asking them questions to find out what they are looking for/wanting to achieve. A client may ask a lot of questions about a particular product or treatment and this would be a great time to advise them on other features & benefits of the product or services beneficial to them. They may moment on my skin or nails and I could inform them of treatments I use.If a client commented on the lovely smell and feel of a product during a treatment I could inform them that we sell that particular product so they could continue to use it at home. A client may spend some time reading through a particular se ction of the salon's brochure so I could ask if they had any questions about something they may like to try. A client may mention a holiday in the sun they have Just booked – a good opportunity to mention how lovely it is to have a pedicure to treat the feet before ongoing flip flops & sandals, along with a waxing treatment to be ‘beach ready'!The most appropriate times to talk about other services would be during the booking process when you are ascertaining what treatment the client would like – there is an opportunity here to give them a few different options. During the consultation before the start of the treatment, once you have established any particular problems the client may have, you could offer advice on other services that will be of benefit to them. During treatment there may be occasions where the client asks questions, which should be answered.They may also be keen to chat for example when their feet are soaking or when their hands or feet are in heated mittens or booties. (Although it would be inappropriate to discuss other services if the client is showing signs that they Just want to relax during times in the treatment such as during massage, soaking feet etc). Give a brief summary of what the following laws stand for: The Health and Safety at Work Act 1974 is the main legislation in the UK that provides the legal framework to ensure a safe working environment is provided for employers, employees and clients.Everyone has a duty to comply with the Act, including employers, employees and the self-employed. The Act places duties on the employer and the employee to promote high standards of health and safety in the workplace. Provide and maintain safe systems of work and safety equipment. Ensure the proper handling, storage, transportation and use of materials. Provide information, training and supervision. Provide a safe working environment. Have a written Health & Safety Policy and conduct written risk assessments. Look aft er the health and safety of there, for example clients.Some examples of employees duties under the Act are:- Take care of their own health and safety and that of others. Co-operate with their employers for example by complying with regulations to wear personal protective equipment (PEP) where necessary. To report any accidents, near misses and faulty equipment to the delegated Health and Safety Representative/Officer or Salon Manager The Consumer Protection Act 1987 protects the consumer by legislating that the products and services that consumers purchase must be safe and suitable for use I. E. Not defective.Products must be of merchantable quality and ‘fit for purpose'. There are strict measures for liability for damage caused by defective products. Government bodies are able to intervene to regulate the quality of products, and it makes giving misleading price information a criminal offence. The Trade Descriptions Act 1968 legislates that information provided by the manufac turer and retailer about products and services, must be accurate and must not be misleading. You should not make false or exaggerated claims about the benefits of a product or service to a consumer/client – to do so is illegal.Products and services should be ‘as described', be of satisfactory quality, and fit for purpose. The Sale of Goods Act 1979 and the Sale and Supply of Goods Act 1994 protect consumers when they buy, hire and return goods. These Acts legislate that goods must be:- Of good quality, as described, fit for purpose. The goods must also match any sample that a consumer is shown in-store. A consumer enters into a contract with a retailer when they purchase goods, and if those goods fail to meet the above standards then the consumer is entitled to a full refund or can make a claim under these Acts.The Supply of Goods and Services Act 1982 legislates to protect the consumer/client from the provision of a poor service or against bad workmanship. Under this A ct all services provided, for example a manicure, must be undertaken with reasonable care and skill and for a reasonable price and within a reasonable timescale. Treatment – Manicure. Possible links to suggest: Paraffin Wax Treatment Mask Treatment Hot Oil Treatment Exfoliation Hand Scrub Forearm waxing French Polish Finish Pedicure with matching or contrasting nail varnish color Natural Nail Overlay Nail Enhancements Purchase of cuticle oilPurchase of nail strengthener Purchase of nail varnish and/or backseat and/or topcoat Treatment – Pedicure. Possible links to suggest:- Leg and/or Toe Wax Manicure with matching or contrasting nail varnish color Nail Art Purchase of heel repair cream Treatment – Leg Wax. Possible links to suggest: Pedicure Waxing on other areas such as bikini, underarm Spray Tanning Purchase of exfoliating scrub Purchase of leg & foot cream Treatment – Facials. Possible links to suggest:- Eyebrow shape Eyebrow tint Eyebrow wax Lash tin t Lash extensions Make Up application or lesson Indian Head Massage Lip waxElectrolysis Purchase of eye cream Purchase of face creams/serums Purchase of make-up What is meant by the term ‘body language? Body language is non-verbal communication such as smiling, nodding, appropriate posture and personal space, eye contact. Treatments you would promote for each season:- Spring: Mother's Day Gift Vouchers . ‘Get ready for Summer' packages including Manicure & Pedicure, Facials, Waxing & Spray Tanning. Easter Nail Art with/without such as reflexology and Hopi ear candles. Exfoliation treatments such as micro determination, and body wrap treatments to ‘shed' your winter skin.Promotion of nail varnishes in spring colors – think of floral colors such as pink roses and yellow daffodils. Greens, lilacs and blues. Summer: Pre-holiday packages that include Leg, Bikini and Underarm Waxing along with eyebrow wax and tint and a pedicure. Bridal Package that includes brida l make up (trial and application on day), relaxing massage of choice and manicure with French polish. Spray Tanning Promotion such as 1/2 price matching file and polish on hands with every summer pedicure. Special offer on combinations of waxing.Promote pastel shades of nail varnish and make up and and/face creams that contain UP protection. Autumn: Target sun-damage repair with treatments such as facials, body wraps, exfoliation/micro determination. Spray tanning – ‘Keep your summer tan for longer' promotion. Halloween Nail Art. Bonfire Night Nail Art. Manicure treatments to promote nail growth ready for the Christmas party season. Promote autumn colors in nail varnish and make-up – oranges, reds, greens. Winter: Gift Vouchers for Christmas Presents. Christmas Party Packages – Manicures with Christmas nail art and Pedicures with Twinkle Toes.Body wraps and socials to keep skin hydrated during the cold winter months. Clients may not want wax treatments as regularly during winter due to covering up in warm clothes so a promotion of a buy one get one free/half price wax treatment e. G. Have a leg wax and get a bikini wax free or half price so you maintain your regular customers over the winter. Or a half price leg wax with a spray tan treatment. Promote the darker color nail varnishes such as black and blues and purples along with glitter finishes and anything that sparkles for the party season.How could you learn about new products or services for the salon? You can learn about new services or products for the salon in a variety of ways. It is good practice to continually refresh and update your skills by attending regular training courses and refresher courses which will keep you up to date with new techniques and products. Other ways are:- Subscribing to industry magazines and reading other literature for example from manufacturers, will keep you up-to-date on new products and services on the market.Researching new and other service s and products that via on-line research or via your wholesaler, other stores and manufacturers. Trialing the products yourself – use new products at home for a time to see the benefits for yourself. Receive other and new treatments to experience the treatment for yourself. Attend manufacturers sessions aimed at educating you on their products. Attend trade shows. Information sharing by all technicians within the salon. Ask questions/ shadow more experienced technicians. How will any new services benefit the salon?New services will benefit the salon by increasing the client base and therefore the salon's income. Existing clients will enjoy trying new treatments which they may then kook in regularly for. New clients wishing for these particular services will be attracted to the salon, and then may become a regular for that treatment and other treatments the salon offers. New services will mean the salon remains competitive in confident that the technicians in the salon are tra ined regularly to be able to provide the new services.The more services a salon can offer, the more the ability to adapt a treatment to suit a particular client. New services may bring a new range of products that that salon can promote for retail, increasing sales and income. Technicians will come multi-skilled and more knowledgeable, gaining client's confidence and helping to keep clients loyal to the salon. New services mean new training for the technicians which will keep them interested and enthused in their work, creating a positive working environment where the technicians feel valued.What are the main factors that might influence clients to use your products or services? Good Advertising and a good image. Positive word-of-mouth from existing clients. Convenient location. Technicians that are pleasant, professional, knowledgeable, with good presentation and personal hygiene. A clean and tidy salon. Competitive prices, loyalty schemes and promotions. A good range of services a nd products offered, that can be confidently tailored to the clients individual needs. Professional range of products.Client feels valued and looked after and has confidence in the technicians knowledge and abilities. How would you introduce a new service to a nervous client? The ‘hard sell' approach rarely works and could intimidate a nervous client. I would use clear verbal communication they can understand with no Jargon, together with encouraging body language and would be aware of the client's body language to indicate if they are interested or not, seem happy/comfortable or not, and I would ensure I am giving them enough personal space.Building a good rapport with a nervous client and demonstrating knowledge and confidence will help the client feel confident that they can trust my advice. Promotion of a new service should be timed appropriately. I would answer any questions the client has and let them sample the products that would be used, along with clearly explaining the features and benefits of the service, the length of time the service will take, the cost and the process involved. If they seem unsure – I would give them time to think it over and let them know they can call back anytime if they have any further queries.What factors must you take into account when selling a new service or product, especially if you cannot perform the treatment yourself? When selling a new service or product you must ensure you are complying with consumer legislation, for example the Sale and Supply of Goods Act 1994 and the Trade Descriptions Act 1968. You need to be well informed about the service and product – in particular you need determine if it is suitable for the particular client. If it is a high maintenance retirement – does the client have enough commitment and time to keep on top of it?You would need to know how long the treatment takes, what products are used – their features and benefits – and how much the treatme nt or product costs. You need to be aware of your client's body language – are they really interested in the sale or not? If you cannot perform the treatment yourself you will not be the best person to give the client advice as you may not be well informed about the treatment and the products used. The client may end up disappointed with the results which could lead to them making a complaint or not coming back to the salon.You could put the client at risk if you promoted a service or product you did not know enough about as it may be an inappropriate treatment for the client for example due to an allergy they may have. The client may sue for compensation and the salon may be held liable. You should find out what you need to know to answer a client's questions by asking a therapist who can perform the treatment and/or has received the product training. Or you could ask this therapist to speak to the client.If a client had reservations about a product or service I would clearl y and simply explain the features and infinite, using terminology they will understand. I would explain why this service or product would be advantageous for them. I would let the client try a sample of the product and answer any questions they have, demonstrating its usage. There may be some literature such as a brochure about the product/service that the client could read. I would not put pressure on the client, but allow them to take their time to decide. They may want to go away and think about it.If it is a treatment they are unsure about I would talk them through it step by step so they would know what to expect. The client may want to talk to a more experience therapist, or someone who has had the treatment/used the product. I would ask the clients questions to determine what they are unsure about. If they are concerned about the price of a product I would let them know how long it will last, or show them different size options. Giving appropriate and balanced information to clients is possible if you have good knowledge and experience with the treatments and products you use & sell.Keep up to date with training on existing and new products and services. Doing a thorough linen consultation, and asking the client questions for further information will mean you are best able to advise them on what is best for them, or alternatively what would NOT be ideal for them. Asking plenty of open questions which allows the client to give you more detailed answers will help you ascertain more about the client and their expectations. Noting the skin and nail type a client has will help you adapt any treatments for any particular problems they may have.You need to consider any financial restraints the client may have that might make a more ‘high maintenance' treatment unsuitable for them. They may or may not have the time or commitment needed to properly maintain some treatments, for example nail enhancements. Be honest with the client about their expectations à ¢â‚¬â€œ if what they want cannot be achieved you must tell them, and offer alternatives. The ‘hard sell' approach rarely works and the client will not appreciated feeling they are being pushed into a sale. Encouraged, to ask questions as a client becomes educated about a product or service by asking questions that are answered confidently and with knowledge by the therapist. If a client is educated about their treatment and the products they arches they are more likely to be happy with the service and effects of the treatment, and will be more likely to return to the salon for regular treatments. They will get more out of their treatment by keeping up with good homemade advice and by using products correctly.They are less likely to use products incorrectly therefore will put themselves at less risk of contra-actions following a treatment or use of a product. If the therapist questions the client, they will be best able to determine what treatment or product would be most benef icial for them, and be able to adapt treatments specifically for their needs. Better homemade advice can be given and the client will find the benefits of the treatment last longer and will feel valued as a client, and will feel confident in the skills and knowledge of the therapist.A client who asks questions, and is questioned by the therapist , is less likely to have unachievable expectations, but instead will know what benefits to realistically expect. Questioning the client gives you the opportunity to find out whether they have understood what you have said. Giving them time to ask you questions means they will not feel pressured, and you are more likely to build a rapport with the client. One question can lead to another, and you may get the opportunity to promote new services and products.Question 24, page 17 Ensure you have given the client all the necessary information about the product or treatment. They can still change their mind so stay positive with encouraging body l anguage and verbal communication. Ask the client if they would like to book their appointment now for the treatment, but do allow them time to make the final decision so they don't feel pressured – make sure they have your contact details if they prefer to call back at a later date to make the booking. If they are purchasing a product you can move the sale along by asking encouraging questions such as â€Å"Which size would you like to take today? , or â€Å"Would you like a bag for that? â€Å". Take payment from the client using the methods accepted by the salon Question 25, page 18 Some treatments are quite ‘high maintenance', for example acrylic nail enhancements. A client having acrylic nail enhancements needs to be made aware of the maintenance needed and therefore time to be committed to regular appointments for infill's and rebalanced. Once the client understands this – they can aka an informed decision on whether the enhancements are the right treatme nt for them.If a client makes a booking for a new and/or luxury treatment they have not had before it is important they understand how long the treatment will take – if they don't, they may end up running late for another appointment they have made which will spoil the treatment for them if they are feeling stressed about time. Clients also need to be made aware that it is important that they are not late for their treatment – it is unfair for the client booked in after them to have to be made to wait, and it may prevent this. This will lead to disappointment for this client.If a product the client would like to purchase is currently out of stock this could lead to disappointment – but if they are clearly informed when it will be available, and that you will track the order for them and contact them as soon as it is back in stock – you are more likely to keep them happy and keep them returning to the salon. Clear and effective communication with a client will prevent any misunderstandings and disappointment for the client. They may want to try a new treatment but it is only offered by a small number of therapists in the salon, meaning there is a longer dating list.Client's who are well informed are more likely to remain loyal to the salon. Theory Evidence Sheet 2 Question 1, page 19 Personal space is the area around a person that they perceive to be private, and if that area is intruded upon it makes them feel uncomfortable. The size of that area will be different to each individual and can be different depending on whom they are communicating with/close to e. G. Whether it is a friend or a stranger. Some people can feel very stressed and anxious when their personal space is invaded. They can feel threatened, upset or angry.Question 2, page 19 Feedback from clients on client care can be gained via the following methods:- In person via verbal communication – you or your Manager can ask your clients how they would rate the care they have received and whether any improvements could be made. Just be aware that a client could feel ‘put on the spot' when asked such questions in person and they may feel uncomfortable in giving an honest answer. Over the telephone – this could be done by the client's own therapist, the Salon Manager or another employee given the task to survey client's opinions on care.They ay be more honest with their answers than if asked in person. You would need to ensure you have up to date telephone numbers for your clients and this could be a costly and time consuming way to do a survey. By post or e-mail – using written communication. A short survey could be posted or e-mailed to clients. If done via post the clients answers could by anonymous therefore you may be more likely to get honest opinions. E-mail would be the cheaper option. The benefits of a written survey is that the client is less likely to feel pressured into completing it and can do it in their own tim e. You may though get a low response.Up to date client records would be essential to ensure you have up to date addresses and e-mail addresses. Via the Salon's website – clients could be encouraged to view the website and complete a short survey (anonymously if they wish). Clients may be more likely to complete a survey if they have an incentive such as a half price treatment or product. Any survey should be kept short and ask the most important questions first in case they do not get time to finish it. Feedback should show where you are doing well with client care and where there are areas of improvement needed. Training needs can be