We were proud to host Anne Mwikali, an upcoming cosmetologist for an empowerment workshop at Mrembo on 6th November. She shared on her experience handling clients and positioning yourself for success in the beauty industry. Here are our favourite takeaways from the session:
A. Creating an encouraging workplace environment
- Teamwork is the key to enjoying your workplace（always assist your colleagues）.
- Do more than expected. Go out of your way to serve others.
- Share knowledge. The only way to learn more is to share more of what you already know and make others be willing to share what they know.
- Approach clients politely and with respect.
- Attend seminars/conferences on hairdressing in order network with peers and increase and/or improve your skillset.
- Be passionate about your work. Clients can tell. Maximise your growth potential by being self-driven. Volunteer in salons around your area to learn more and gain experience.
- Start small. Everything you learn along the way will be valuable for your career in the long-term.
Rapport is a relationship of accord, harmony, and affinity in regards to your clients. Where there’s rapport people feel loved, appreciated, wanted; and they want to be in that environment.
The building blocks of rapport:
- Understand yourself. You need to be aware of your strengths and weaknesses.
- Understand your client. Be observant, listen genuinely to your client and find out their history.
- Manage your relationship. You are the professional, act like it.
- Manage your service. Do as you’ve promised and when working work with excitement and energy. Understand what you are doing. Ensure you know what procedures you’re to perform and how they should be done. You can’t avoid mistakes, but make an effort to minimise them. Seek knowledge.
Barriers to rapport:
- Personality differences.
- Blame games and judgement.
- Cultural differences.
- Different goals and expectations.
- Service delivery problems.
Any of the above can stop you from being building rapport with your client. Be aware and work towards avoiding the barriers. The more professional you are, the less likely the chances of you failing to build rapport with your client.
C. Types of clients
- Cooperators – They love to make people happy. They are difficult clients. They accept everything you tell them which is why it is a challenge to work with them.
- Energizers – They are very outgoing and will try out new fashion styles. They have a problem when you do things the wrong way. They’re difficult to calm down once annoyed but good as friends.
- Analysers – They rarely speak out their minds. They are difficult to handle because they communicate via body language. Aa salon with an analyser will benefit from their knowledge. They always go by facts.
- Regulators – They are thinkers, very strict and need to be handled very quickly. Give them the service they want, they don’t like to discuss.
D. Understanding the service
- This begins by you welcoming the client and trying to establish rapport via greetings.
- It is followed by a general assessment, consultation and listening to the client’s request while asking relevant questions to determine their needs. Listen carefully to the answers and concerns of your client.
- Remember to have a general agreement on what should be done and share your plan with the client while encouraging their participation in the process/procedure.
- Delivery, this is equal to a partnership, the client has to follow your instructions. Manage your relationships and make sure you don’t give up on your client.
- Solve the problems slowly and professionally without involving other people. Remember that you’re in control.
- Manage the service by ensuring the service is carried out properly and at a suitable pace.
- Self-esteem is an individual’s subjective evaluation of their own worth. It is a contribution of many factors:
- Sincerity – when you’re sincere, you gain confidence in your abilities.
- Patience – this increases rapport with your client.
- Cleanliness – the cleaner you and your surroundings are, the higher your self-esteem.
- Background – how you grew up, where you live and other similar factors can either increase or decrease your self-esteem.
Being aware of these factors will help you be more professional in your approach towards your craft.
All in all, remain focussed and offer the best service to your clients if you would like to nurture your career towards success. Always work for tips because clients must pay for the service, but going out of your way will earn you the extra income, and most importantly, believe in yourself.