Consultation & Good Aftercare

Consultation is a subject  that i get asked a lot about during training. It is more than a piece of paper produced to the client as he or she walks into your salon or workplace. It is what you make it. Build on it, use and abuse it.  Its a confidential record of the clients medical history and personal details. These details need to be looked after and stored safely. But its also so much more valuable than that to you as a salon owner or therapist.

This part of the treatment programme is a building block for you to listen to the clients needs. Let them talk to you about their wishes, hopes, outcomes. As they are talking through these write them down on the consultation in note form. We know of a consultation as a way of recording clients data and asking them to tell us about any allergies, medical history or previous experiences. It is so much more than this....

Whilst performing my initial treatment on my client, I am looking for a common talking ground, an interest a hobby or a past time we can discuss to make them feel at ease.

What I want to hear about is their background...are they married? Do they have children? If so how many? Boys or girls, names of the children...grandchildren....All these things I am recording whilst doing the treatment and will make a note on the consultation card after their visit to help me build a bit of background history to the client.
It also helps if you have additional staff that may well end up doing this client in the future. To ensure they can pick up this card, read the information to help them find common ground during the clients next visits. It will also ensure that he or she isn't getting asked the same questions continually. You want the client to feel like part of the salon and not just a number. Special attention to detail will make all the difference to the clients that step into your salon or workplace. 

How many times have we picked up a record card that hasn't been filled in with past treatments, colours of polishes used or retail products last purchased? Too many to mention I would say!

I know it is time consuming, and it does seem the last thing on your list to complete at the end of a busy day when you just want to go home. But they really are worth their weight in gold.

The consultation tells me a little story about my client, what they like purchasing, how often they treat themselves. Birthdays are a lovely one to record...sending a card, is a very personal touch and will mean a lot to your client. Recommending a friend is also a lovely idea. rewarding the person that has recommended the new customer with a voucher or a retail gift that you know will benefit them.

In my salon I record all my clients appointments down on their appointment card. If they fill up ten appointments, they receive a 10% discount on any treatment over £10. They get very protective about their appointments being recorded let me tell you! They generally save the discount to use on a bigger treatment or service that they may not have otherwise of had.

Using this idea also helps me because the clients are less likely to ask for a new appointment card each time they visit and therefore helps with my printing costs and the environment!

Consultation cards are also a means of recording important information that we can use with advertising. Such as email addresses, these are an easy way to keep your customers updated with offers and special events happening in the salon. Have a question in place to ask them. Would they wish to be informed of any offers or events taking place? If yes, how would they wish to be informed? Phone,ask if home number, work or mobile is best also email, or post? Would they like to receive the salons newsletter? All these things will help you generate a great report with your customers and keep your information kept up to date and fresh in the customers minds.

Of course, this can only work, if its kept updated and filled in continually. All details must be checked regularly with them to ensure addresses haven't changed or most importantly medical history is still the same.

Good client aftercare isn't always just about the initial treatment they receive. It is also about making them feel special. This really doesn't have to cost the business a lot of money or time. At the end of the day, without the customers....there would be no business right??

Listen to the customers needs, its about them and NOT you! They don't want to hear your life history....or your night out with the girls (unless they ask of course!). 

If my salons walls could speak......there would be a lot of stories to tell. But a lot of fun times, sad times and truly memorable times over the past 20 years I have been doing my job. I have learnt a lot about the power of listening and giving your time. More importantly, make that client feel a million dollars, like no other and like you have all the time in the world to share it with them.

Think next time when you ask your client to fill a consultation card in.....its the first chapter in the story book so far. Many more chapters will follow.

Until next time....look after yourselves and each other.

With love and sparkles

Caroline King x