handle communication barriers
asking a client to arrive earlier, or scheduling earlier for people who run late.
managing tardiness
regardless of whether you like someone, your colleagues are professionals who deserve respect
treat everyone with respect
a man was asked why he did not get angry when a driver cut him off. "why should I let someone else dictate my emotions?" he replied.
respond instead of reacting
perform a needs assessment. discover what the client wants and needs
assess
communication with a client that determines what the client's needs are and how to achieve the desired results
making a mistake and gone to appointment to discover you are at the wrong place at the wrong time
managing scheduling mix-ups
gossiping never resolves a problem, it only makes it worse. participating in gossip can be just as damaging to you as it is to the object of the gossip
aviod gossip
when you do, you trust your judgement, uphold your values, and stick to what you believe is right.
believe in yourself
whats your occupation? describe your personal style
aka client questionnaire
client intake form
if the problem cannot be fixed, honestly and tactfully explain why. the client may not be happy but will usually appreciate your honesty. sometimes you can offer other options that minimize the clients disappointment
resolving unhappy client problems
there may be times where you are persuaded to choose sides. avoid taking sides in a dispute
remain neutral
we were given two years and one mouth for a reason
talk less listen more
when was the last time you loved your nails
preferences
act of sharing information between two people so that the information is successfully understood
effective communication
older clients in particular, may not like gum chewing, slang or the use of yea instead of yes
managing differences
the work environment is never the place to discuss your personal life and relationships
keep your private life private
each client is different. some clients are clear about what they want, some are demanding, and still some are hesitant.
be attentive
review the consultation
repeat
listening to the client and then repeating, in your own words, what you think the client is telling you
reflective listening
manage client relationships tactfully and sensitively, with professionalism and respect
getting too personal
just because someone is behaving in a certain manner, and you just happened to be there, does not mean the behavior involves you.
do not take things personally
if you are tired or upset, your interactions with clients may be affected. an important part of succeeding in a service profession is taking care of your personal conflicts first so that you can take the best care of your clients
take your temperature
before giving any suggestions wait for them to give you permission to do so then base your recommendations.
recommend
the clients permanent progress record of services received, results, formulations, and products purchased or used
service record card