Elise Scholes-Pilkington on nailing your consultation process

Polish up your professional image and nail your consultation process with help from Elise Scholes-Pilkington, Scratch Stars Awards Ultimate Natural Nail Specialist…  

I believe client consultation is paramount in how to maintain and gain a regular client base. It always begins with your phone manner; it helps to smile while talking to the clients and keeping a level of professionalism at all times. This may include using the clients name while talking to them and asking them questions to ascertain what treatment they wish or need to book.

Once that client enters your salon, I always put myself in their shoes. What would I want to see? I look for the details personally, things like a tidy desk after the previous client. Are you dressed professionally? This could be a branded t-shirt with smart trousers, or even more of a corporate look. It doesn’t always have to be a tunic that style doesn’t work for all of us, myself included. Also think about your personal presentation. Hair should ideally always be up and off the off the face for your own convenience and to limit face touching when working. I would also look for a cohesive brand look, as it is visually more pleasing. But, above all, I would want to see cleanliness! Sounds silly but when was the last time you wiped over your skirting boards? Do you keep your gel polish bottles clean?

When the client enters your workspace, make sure you are all set up no matter the treatment. It is important to have your record card and aftercare advice material ready. These can be purchased or you could even design your own. Personally, I prefer to talk through my record card with the client, as it is an opportunity to get to know their routines, likes and dislikes and hobbies. We can ascertain what may or may not suit their lifestyle and balance it with what they want. It helps to keep it more like an informal chat and maintain eye contact. Don’t forget that all important smile, too.

During consultation and treatment, a useful technique to use is ‘active listening’. It helps to build a rapport with your client. Some of these techniques include demonstrating genuine concern for their worries and doing your best to address them. Using non-verbal cues such as nodding, eye contact and leaning forward, using verbal affirmations, such as ‘I know’, ‘sure’, and ‘I understand’. Asking specific questions to help your own clarification on a subject. Sometimes even talking over similar situations with your client can show a high level of understanding and empathy, too.

The consultation should be done in some form for every single treatment. I use it at the beginning and just generally ask how they have been and any issues they have had over the previous couple of weeks. This can then be used to alter their treatment accordingly, for instance using and an extra layer of a builder gel for strength or including a further nail treatment, such as IBX.

At the end of the treatment I always let my client see that have taken their individual notes down on their own record card. These cards must be kept in a safe and secure location within a lockable box to adhere to GDPR.

As final touch, I suggest going through aftercare with the client. After all, it isn’t just our job to maintain their beautiful nails; they need to know that they have a responsibility towards themselves too. Make them aware of this fact and write down their own personal hints and tips along side the general aftercare adivce. It helps to educate your clients on their nail treatment. Some clients won’t really take it in – but some love to know all the little details and will respect you all the more as a true professional. And, isn’t this what we really want?