Midas-Module4

MODULE 4 THE BACKWASH & ETIQUETTE Angeline Hayden Founder Midas Customer Service Training www.midascustomerservicetraining.com

TABLE OF CONTENTS INTRODUCTION CHAPTER 1: AT THE BACKWASH CHAPTER 2: HEALTH AND SAFETY CHAPTER 3: OPPORTUNITY TO EDUCATE YOUR CLIENT CHAPTER 4: USING THE CLIENT’S NAME CHAPTER 5: ETIQUETTE AT THE BACKWASH

WE WILL COVER THE FOLLOWING POINTS OF LEARNING IN THIS MODULE - • The backwash • Health & Safety and comfort at the backwash • Opportunity to educate your client with retail products • Etiquette and manners at the backwash Now that we have completed Modules 1, 2 and 3, its time to get ‘Hands on’ with our clients. This module is in part a smaller module in the overall content of this whole programme and the clients journey through the salon, and is not just as important but actually due to the possible health & safety risks is MORE important. We will cover etiquette and manners at the backwash, Health & safety and opportunities to educate your clients with retail products. This important and sometimes overlooked part of the clients journey needs to be addressed, this will ensure stylists of all levels and trainees/apprentices understand the vulnerability of your client and the need to make them feel comfortable mentally and physically, we will also touch on health & safety as it is an important part of the whole process. 67% of customers report a bad customer experience as the reason for switching businesses. - Esteban Kolsky Esteban is the founder of ThinkJar, an advisory and research think-tank focussed on customer strategies.

CHAPTER 1: AT THE BACKWASH The backwash area is not just an area for apprentices and shampooist, as we all know this area can be manned by stylists too if there is not enough staff to assist. So we need to include all salon staff when discussing this often overlooked part of the clients journey. This is a time for your client to relax and take a moment out of their busy day, make sure the tone of your voice is pitched just right, so your voice is then calm, and pitched just right, lowering your voice slightly will help achieve this.

CHAPTER 2: HEALTH & SAFETY Health & Safety act 1974 Although the Health & safety act is aimed at Employers to protect the employees and others on their premises, it is a duty of care that all employees should ensure the areas they work are constantly kept free of hazards, such as water spills and items that may cause trips and slips. We must ensure a high level of health & safety here, and will go through certain levels of client care. Trips, spills and slips. This area is renowned for hazards, there may be water on the floor, perhaps a step or hairdryer and other electrical equipment wires to beware of to get to the back wash basins, always make sure your client is accompanied both towards the chair and once your client has finished having her hair washed and conditioned. When guiding your client to the stylists chair ensure there are no trailing wires or cables on the floor Never expect your client to know where they will be going, this is about care for the client and includes looking after your client the whole time they are in your care! Do remember a small and gentle touch on the elbow or shoulder will ensure you have contact with your client, they will feel ultimately looked after, it is going the extra mile!

HEALTH & SAFETY TOGETHER WITH COMFORT FOR THE CLIENT Making sure the neck area is comfortable and you have the correct neck comforters or your salon’s chosen implements in place before the client is in position. Towels are in place around the neck and shoulders to prevent your client getting wet! These will ensure comfort and shows a level of client care. Keep checking with your client that the following is perfect for them • Water temperature, is to your clients liking? Ask, this way you will get to know the correct temperature for your client. Washing hair in water that is too hot can open up the cuticles of the hair shaft, so can create more breakage, a few tips like this can be passed on to your client who will be ultimately impressed with your knowledge too! A cooler rinse can help close the cuticles and create a shinier hair appearance.

• Basin neck comforter is in place and comfortable. Some clients have upper back and neck issues, so ensure you have a basin neck comforter and it is in place correctly. You do not want an issue or complaint from the client accusing you of adding to their current problems which has happened before in a salon. (You will have asked in the consultation if the client has any health issues). The experience was avoidable and it turned out to be an expensive mistake made by the salon as they did not ensure the comforter was placed at all at the back wash, and the client ended up suing the salon for a potential stroke due to pressure on the neck area. Not a mistake to be repeated! You can read more about it here - https://images.app.goo.gl/opCR6U7Ja7r6qGx3A when you have reached the page, click on the image and it will take you to a report by one of the tabloid papers. This may be a one off, and the circumstances are quite unusual, but it could happen, this is to just make you aware of the very worst situation that could happen. • Ensure that the client is not getting wet, it helps to keep an eye open for this, many difference neck shapes and lengths are responsible for lack of correct positioning at the back wash, also keep splashes to a minimum, you do not want to ruin a perfectly applied make up base! • We always offer a relaxing head massage, but remember to ask! Not every client likes a head massage, and by asking you will ensure the client is completely happy. This is the ultimate in etiquette, treating your client as an individual!

CHAPTER 3: OPPORTUNITY TO EDUCATE YOUR CLIENT - CLIENT EDUCATION PRODUCES ENLIGHTENMENT Here at the back wash we have a fantastic opportunity to do business, talk about the products you are using, get to know the different ingredients, not all of them, just a few key ones will do. Clients like to know a little about what is being used on their hair. It will allow you to talk further to them about hair condition, colour saving shampoos, conditioners and masks that the salon has on retail. You could ask if they already use a particular shampoo or conditioner at home? Explain the benefits of your products. With more knowledge the client will be able to make a better judgement as to whether they need to purchase retail products from the

salon. Education is key, the client is being educated by you, you are not selling products, if you remember that you will feel more at ease when discussing the different types of product you are using. The more you talk about the products, the more you will become confident to educate the client, you will feel that you know in more depth certain details about the ingredients and what it can do for the type of hair your client has, if you remember then you will talk about them more often, thus getting more confident every time. CHAPTER 4: USING THE CLIENT’S NAME Ensure you know the clients name, especially if they are a new client. Ask if you can call them by their first name, never presume! Something like ... “Are you happy for me to call you Shelia?” “Or would you prefer Mrs Phillips?” Some clients do like to be called by their title! We had a client in the salon, actually called Mrs Phillips, and she made it perfectly clear that she preferred to be called ‘Mrs Phillips’ soon everyone knew her preference and we were all happy to do what she requested. So it is always best to check. Don’t forget to use their name, as we have suggested it is like a little bell, try it, you will see a marked difference to the attention from the client when you use their name. It is the next level of etiquette, manners maketh man!

CHAPTER 5: ETIQUETTE AT THE BACKWASH THE MIDAS WAY! “Politeness goes far, yet costs nothing.” - Samuel Smiles - Don’t talk about yourself at all, unless asked. Remember the clients life is far more important than yours, they do not want to know about your weekend, boyfriend/ husband/children if they do, then they will ask you. Far too many conversations in the salon revolve around the stylists or member of staff. We are not here to share our woes and intimate details of life, it is a misconception that the client wants or needs to know, so just do not share any of your personal details unless of course asked. Then, if you are asked, reply promptly and keep it short, then turn the conversation around and back to your client, this

way you can then feel that you have been polite. The client will then be more comfortable with how the conversation is going. Remember your voice tone, it should be a little lower than your usual voice, calm and slow, this is a relaxing area of the client’s journey through the salon, and you should represent all that is calm and serene! If you are washing the clients hair for a particular stylist lead the client back to the stylist, and mention what products you have been using and explain what you have recommended for the client to take home, remember it is all about education. If the client is new, you could say ‘it was lovely to meet you today’ and use their name, they will feel that genuine warmth of hearing their name and that you have also remembered it! The backwash is intimate engagement with a client at one of the most vulnerable times, ensure that you follow these simple steps and the experience will be a first class one for your client, you will feel that you have done your best and it will truly show that you have delivered your best. The client is now back in the chair with the stylist, and it’s time to move on the next module. I think you will find it very interesting and also very helpful! ABOVE ALL KEEP UP THE GREAT WORK!