I’m sure you have heard it. When you assume, you make an ass out of you and me.
The last time, a few weeks ago I was visiting with my folks, I brought my Infection Prevention manual to show my Mom and Dad. We can never make our parents too proud right?
Mom was going through the book and she asked me the question with this icky look on her face “how do people get feces between their toes”? The very first thought that went through my head was “really”? I just couldn’t imagine how anyone wouldn’t know that. Then I realized, people just don’t know the dangers that linger around them causing bacterial infections, feet sores, dry skin, cracked heels and more.
I explained it to her of course and then oh my… she thought her daughter was just so smart LOL
The conversation then continued into me asking are you and Daddy wiping between your toes when you shower?
This conversation went on for a good 10 minutes to where I explained to her the dangers of not keeping the area between their toes clean.
Mom’s 90 years old…..even she said “I guess you are never too old to learn”.
The reality is, when most of our clients come for pedicures, they want the pretty and they want the massage. They have absolutely no clue the importance of caring for their feet.
We know we have to be knowledgeable and we know knowledge gives us power. However, being able to effectively communicate that knowledge is just as important.
It’s scenarios like the one above which continue to make me realize, our Pedicurist are just not communicating enough and/or properly about the importance of our trade to the health of our clients feet.
Another recent incident occurred when I recruited two of my friends as models for my video session in recording a couple of different protocols for our new product sa’SHá. I have not done pedicures behind the chair consistently for years, and I knew both these friends of mine would be great models. Sadly, they frequent Salons for their pedicures and each one had just received a pedicure within 2 weeks of my video shoot. Yet, as you will soon see in my video, they made perfect models.
Our discussion almost turned into a debate over why the skin on their feet looked the way they did. I had to nip their excuses in the butt and simply ask “really? You are going to argue with me as to why the skin on your feet are dry?” You just received a pedicure. Do you like paying the money you pay only to have your feet look like they do, this soon afterwards?
Firstly, it’s obvious the Salon you are visiting is not using products which are effective. Second, why aren’t you maintaining your pedicure between visits? Oh the excuses. These are my friends mind you. They get good, effective products from me. Yet they admit, they don’t use it consistently and/or they run out and don’t ask for more. “I just don’t get it” I said. “When was the last time you brushed your teeth”? Oh, my friend said….that’s different.
Okay….yes, yes, yes…..the bitch in me came out and I literally said “you are saying that to ME”? I can tell you, my knowledge on the health of foot care is telling you NO….it is no different. In fact, go ahead and not brush your teeth. What is the absolute worse scenario? You stink, they turn yellow. Eventually yes, you could get infected and take an antibiotic and a lesson from your Dentist to brush your teeth. And, yes maybe…you could lose them.
Our feet carry us around for a lifetime. Talk with someone who has lost their feet and have the debate with them about how important it is to take care of them. Then, I calmed myself down, politely explained portal of entry, bacteria getting into the blood stream, gait and all other things just spewing out of my mouth out of anger. (In a funny kind of way). In the end I asked….do you care to continue this conversation?
The point is, she didn’t know about the points I shared. Although I don’t do their pedicures, I did for many years. That’s all I did. I wasn’t educated on educating my clients. We as pedicurist just took care of their feet for them…..every 4 weeks.
Times have changed. We must better and effectively communicate to our clients.
If you want your clients to stop going to sub standard salons. If you want your clients to use at home care. If you want your clients to be healthy and have happy feet….you must communicate with them and never, ever assume they understand the importance of taking care of the skin on their feet.
Communication is so important. Communication is key.
The obvious question then becomes “how do we effectively communicate”?
What I have learned over the years and actually from a book I’m currently reading is this. Communication is more about asking questions than it is about making statements.
If you can have a conversation with your clients effectively, you have truly learned how to communicate.
When asking questions and letting THEM answer, you will find they will understand better. They will grasp the point in a much more effective way and they will then be asking you your advice and what you recommend should be done to resolve whatever problem is needing to be resolved.
Remember, effective communication can not exist unless you have two(2) or more people. Therefore, asking questions is the only way to keep the line of communication open. Otherwise, the conversation just stops.
Ask them, tell me how your feet feel today?
Ask them, how are you liking the way the skin on your feet feel?
Ask them, tell me about what you do for at home care?
Ask them, tell me about the products you currently use? Do you like the feel, the fragrance, the results?
Ask them, tell me something you don’t like about your feet?
Ask them, tell me something you like about your feet?
Ask them, do you understand the importance of the skin on your feet. Go further if they say yes and ask them to tell you what the skin on their feet does?
Always keep the conversation open, not closed?
If communicating correctly, simple questions will lead into answers which might require another question.
A question you ask about at home care you may discover they have none. Of course, the next logical question is “why not”? You may find they haven’t found anything effective. Maybe what they have they don’t like the fragrance. Maybe they aren’t daily use people and would be best suited with a product which is effective only using 2X per week. Maybe they don’t like the feel of products on their hands.
At this point, you can guide them into a product which is fragrant free, effective with minimal usage and possible not even have to touch.
Asking the right question, guides you to the best recommendation.
The book I’m currently reading is my Trey Gowdy, Doesn’t Hurt to Ask! It’s amazing.
Asking “proper” questions is key. Using the power of questions to communicate, connect and persuade on issues that matter.
If the health of your clients feet is an issue which really matters…..learn how to effectively communicate the message