Unit 6 communication Looking after clients Being caring and thoughtful with clients Client Operator Oh, you remembered I love What a lovely surprise! I know I can always trust you to No other salon has made me feel so special Please follow me to your favorite therapy room Are there any problems I could help with? I d love to understand more about I understand how hard/difficult that must be Thanks for bringing that to our attention! I m going to try and sort things out Let me think about how to best solve your problem When does your parking ticket run out? Would you like me to top up the meter? It s pouring! Please take one of the umbrellas at the reception Would you like me to book a taxi for you? Happy to help! Making your client comfortable Operator Thanks for coming in today / Thanks for being our client / Thank you, we really appreciate your visit Please follow me Please have a seat Are you comfortable? Here are some magazines for you, madam Would you like some coffee or tea? While you re waiting, would you like to have a look at this leaflet that has all the treatments available here? Let me show you before and after photos of our clients Can we interest you in today s special? 11 6.3 1. 2. 3. 4. 5. 6. 7. 8. 12 Ms Almond is training her team to help promote hospitality in her salon. Listen to her directions and answer the questions. How should you take care of clients to keep them faithful? How should you welcome clients in the salon? What can you say while helping your clients take off their coat? What might you offer your clients? How can you give your clients access to the salon s free Wi-Fi? How can you create a good relationship with your clients? How can you reward your clients to thank them for their loyalty? What can you do when your clients aren t satisfied with your services? PAIR WORK. Following these guidelines, play dialogues between operators and clients. 1. Client arrives an hour late and says she s terribly sorry for keeping beautician waiting Operator says not to worry but, in the meantime, she had to pass another 64 client She will be free within a quarter of an hour She invites client to have a seat and she offers something to drink and some magazines Client thanks