Archives for December 2019

What NOT to say-Part 2

Last week I wrote about what NOT to say. I wanted to follow up in this blog with
what NOT to say in regard to your client consultation.

This is an area of which many Technicians are intimidated by. I can certainly relate – in my prior years. However, as I become more educated and more confident in my approach, I understand if you follow a system, if you repeat the same steps always, and if you learn to communicate properly with your clients….your clients consultation can not only PYA, it can lead into a new revenue stream of income. Retail!

I have to give credit where credit is due. My knowledge that I’m about to share with you now, came from my daughter when she worked as a stylist at a Salon here in Florida. It was her early days of her career and the owner of the Salon she worked was very savvy when it came to selling retail.
I remember my daughter going on and on complaining about the push to sell retail and then being extremely excited when she “followed the system” and it worked.  In fact, she recently shared with me the very same situation at where she currently works.
For me, I firmly believe when we just take the time (as we should) to do a visual consultation on our clients, THAT step alone opens the door for us. You would be hard pressed to find someone who didn’t automatically justify why their feet are dry or cracked. This happens in every demo I do. It’s just crazy and it’s so easy.

To begin with, if you do NOT do a visual consultation on your client prior to placing them in the water….you are flat out wrong.  There are far too many risk for you and your clients these days.  We have got to take as many precautions as possible in order to protect ourselves from liability and your clients from infection.  Ladies and gentlemen.  We are living in a completely different world today.  The saying PYA has more meaning today than it did when I learned it 30+ years ago.  

Knowledge is power

What does a visual consultation do?  To begin with it instructs us as Technicians whether or not we should even be touching our clients feet.  Severe fissures and ragades must be managed differently than just basic dry or rough skin.  

2nd, I know I sound like a broken record, however….we are many times the 1st responders.  Looking at our clients skin AND their toenails for anything out of the ordinary is part of our job now.  NO, I am not suggesting you diagnose.  I am suggesting you be aware of what you see and refer your client to a medical professional if necessary.  

3rd, when looking at your clients feet, you aren’t just looking at what you can and can not do to them.  You should be processing in your own mind, what product you need to recommend to them for at home care.  

While performing your visual consultation, verbal consultation is just as important.  We know to ask the basic questions regarding health (I hope). Do you know what other questions need to be asked and the proper way to communicate those questions?

Listen to your clients

Let’s look at this one scenario…

Mrs. Smith…….”do you like your feet”?  NO, says Mrs. Smith

Or

Mrs. Smith…..”tell me something you like about your feet”.  I like how small they are she says.

Then

Mrs. Smith…. “Tell me something you don’t like about your feet”.  Well, I don’t like that they are dry, and cracked especially in the winter time.

The point here is you have started a conversation. 

Asking a closed ended question, leads the conversation no where. 

Let’s look at some do’s and don’ts of proper communication in our verbal consultation.

Don’t

  1. Ask a closed ended question-ask questions which will force your clients to tell you their story
  2. Let your client believe that all can be solved in 1 session.  If they are severely dry and cracked, it took more then one day for them to get that way,
  3. Wait for your client to ask what they need.  However, if you are communicating with them properly, they will want to know what you would suggest for their problem to be solved.
  4. Overwhelm them.  If they are cracked AND dry, manage one problem at a time.

Do

  • Ask what they are hoping to achieve today?  This is a very important question which I bet many of you don’t ask.  Do they want softer skin, or do they just want to relax and  care less about their skin at all?
  • Ask what their life style is.  How much time do they take in caring for the skin on their feet.  This question alone will help you determine which product might be best for them

If they are a daily maintenance person, a product for daily use is perfect.  However, if they are a “whenever person, a product which requires less application will work bets.

Remember…..we want them to use the products, we don’t just want to sell it to them.

  • How do they feel about the condition of their feet?  If they say I don’t care, it’s your job to share with them why they should care.

Maybe your client doesn’t even realize how their feet are.  Some clients have lived with dry skin their whole life….it just is.

It’s important to note in our discussion with our clients, to be gentle with our conversations. Don’t just say, “hey Mrs. Smith…..you’re feet are really dry”.  Ask?  “have you noticed you have a crack on your heel?”

You can then follow that up with your recommendation.

The art of communication is not your only gateway to selling products.

Product Knowledge allows you to demonstrate your brain power and leave no doubt or question behind the value of your own education.

Product knowledge also allows you the opportunity to explain professional products vs. store bought and/or professional services vs. home remedies.

If you are able to give them solutions to the problems you have identified in the consultation. You build credibility and you have a client for life.

If you skip this part, you can bet that when this client reads about ‘putting coconut oil on their skin daily, or Vicks vapor rub to cure fungus…..they will believe it.

and finally….

Great consultations are the best way to avoid salon complaints

Be careful of your words, for your words become your actions. Be careful of your actions, for your actions become your habits. Be careful of your habits, for your habits become your character. Be careful of your character, for your character becomes your destiny. — Chinese proverb, unknown author

CJ Murray, President

CJ Murray
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What NOT to say

With my passion for education, I have made a point to learn about proper communication.

I’m not talking about politics or religion, although that usually is the #1 lesson. I’m talking about words we say and how they are perceived by others.
It’s so interesting when you take an interest in something at how much of that something you now recognize. It’s always been around you, you just haven’t seen it.

It’s a bit like how I am constantly noticing UPS vehicles wherever I go. Regardless of what State I’m in. Since meeting my husband (who works for UPS), I can spot a UPS truck in any State on any road.

When you begin to slow down and pay attention to what you are saying, you realize some of the things you say can easily be taken a completely different way than what you mean’t.

Think before you speak

Let’s look at some common ones;

  • Have a nice day
  • I know how you feel
  • I think you should

Have a nice day is probably the saying I hear the most.  When it’s said to me, I chuckle with what my response might be….if I were to say It out loud.

Don’t tell me to what to do

When you think about it, that’s exactly what is happening.  You are telling someone to have a nice day.

The proper way to express this is: Hope you have a nice day!

 

I know how our feel… No you don’t.

No one knows more of how you feel than yourself.  We mean well when you give condolences and you are trying to empathize with someone.  However, what you are really doing is putting the attention back on you.  Now it’s YOU feeling a certain way.  You haven’t acknowledged the feelings of the other person.

I think you should is usually spoken by somewhat with a dominant personality.

However, there are many times when you think you may be showing empathy towards someone, you are really “telling them what to do”.

You may even think they want your advice….at least that’s how you answer.  When in reality, it really isn’t appropriate to give advice unless asked.

The reason I bring this up is because although communication is important at any time, it is hugely important when managing an Oncology care client in your Pedicure room.

Studying the area of Mind, Body and Spirt, is just as important as learning what and what not to do mechanically in the Pedicure room.  It is certainly the most emotional.

Being able to manage an Oncology care client emotionally in our Pedicure rooms is a learned art.  In fact, it’s an important segment in the OSS Oncology class.

What’s interesting about this segment of the OSS class, is the realization of how simple it is to re-word or re-phrase what we are saying.

However, what it did for me is help me realize the importance of proper communication skills.  Not just for Oncology Care…for every day use as well.

When I’m traveling I am very attentive.  I listen to people around me and I listen to Business conversations.  It is truly amazing, in a sad kind of way, how people really do not know how to communicate properly.

In fact, it happens in my own relationship.  My husband may have said something I took offense to.  It isn’t so much of what he’s saying it, but how.  And yes, I can certainly do the same thing to him.  I’m sure most of you can relate.

When I set my goal for Centre For Beauty for 2019, I wanted to move into the Medical part of Pedicure care.  I was fortunate enough to be directed by the Universe to study Oncology Care.  I had no idea how many horizons it would broaden for me.

I have learned so much and found a passion with was always there, but the tools I needed to bring it out, were not readily available….until now.

Regardless of what your goals are and whether you do or don’t educate yourself on Oncology care in the Pedicure room, you might want to think about what you are saying.  You might want to think about how you are saying what you want to say.

Make it a 2020 goal.  Practice the “pause” before you speak.  It truly does work wonders.

CJ Murray

CJ Murray
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