The Importance of Using Consultation Forms
Among salon businesses, it’s a standard legal practice to use consultation forms. These are critical and basic requirements before any type of salon treatment or service can be rendered.
In most cases, clients filling out consultation forms may be considered a mere formality when they have no known allergies or health issues. However, there are also unfortunate rare occasions when a client reports a problem. Therefore, for the safety of each client and the integrity of the salon professional and the business itself, it’s important to comply with this simple requirement.
So, if you haven’t been using consultation forms religiously, you’ll realise their significance to your career or business once you’re done reading this comprehensive guide.
What are client consultations?
Just like the standard practice in doctor’s offices or clinics, consultations are now part and parcel of the professional beauty industry. Client consultations provide clients, beauty therapists and other salon professionals the opportunity to discuss what treatments are safe to achieve the results of a beauty therapy session.
Clients are asked to fill in consultation forms as a standard legal SOP. These forms show if a client has any allergies or if there are contraindications that could prevent a beauty therapist from applying a specific treatment. These forms are also a requirement for salon insurance.
Beauty therapists and other salon professionals that administer certain treatments need to organise and file all their client consultation cards in a safe place, under lock and key.
During the client consultation, make sure you gather the following information:
• Personal information, such as their name, age, date of birth, etc.
• Lifestyle, including dietary restrictions, exercise regimens, whether they drink or smoke, etc.
• Contraindications
• Medical history
• Treatment record
The consultation form needs to be duly signed by the client. You also need to review the form and use the time to ask questions or clarify items that are ambiguous or unclear.
The client consultation process
As a beauty therapist or salon professional, it's important for you to understand the wants and needs of your client concerning the treatment you are about to perform, whether it’s a massage or a facial.
A consultation form helps you plan a treatment, what products to use or not use, what areas to focus on, etc. It also helps you provide the appropriate aftercare advice based on what the client currently is and isn't doing, so you can recommend products designed to maximise the benefits of a treatment.
You need to pay extra attention to the contraindications section, as this would contain information about your client’s health condition. By knowing about these contraindications, you can avoid working on specific sections of the body, and know exactly what particular treatments or procedures are inadvisable to do. In fact, there may be instances when you may not need to administer a treatment at all.
Consultation forms also provide legal protection and should be considered part of your beauty insurance pack in case a client makes an insurance claim against one of your therapists, salon staff or your business. It’s the documentation you need to show that you’ve taken all the steps necessary for the treatment. It contains health information the client shared with you, and which you used as a basis to decide together on proceeding with a specific treatment.
For regular clients, always ask them to have a look at their existing consultation form and let you know if it needs updating. If you have both discussed the treatment and established that it is safe to proceed, you and your client can go to the treatment room or area so you can administer the treatment.
After the treatment, you can evaluate what you’ve done. Take down notes of any observations you made in the course of the treatment. You can then give your client the necessary aftercare instructions.
Verifying what specific treatments are covered with your insurance company
Since the list of beauty treatments that are covered can vary among insurers, you need to check exactly which ones you are covered for with your insurance company.
If you don’t do this, you might have to face the stress of finding out that you are not covered in case a client makes a claim against you.
The Importance of Using Consultation Forms
Among salon businesses, it’s a standard legal practice to use consultation forms. These are critical and basic requirements before any type of salon treatment or service can be rendered.
In most cases, clients filling out consultation forms may be considered a mere formality when they have no known allergies or health issues. However, there are also unfortunate rare occasions when a client reports a problem. Therefore, for the safety of each client and the integrity of the salon professional and the business itself, it’s important to comply with this simple requirement.
So, if you haven’t been using consultation forms religiously, you’ll realise their significance to your career or business once you’re done reading this comprehensive guide.
What are client consultations?
Just like the standard practice in doctor’s offices or clinics, consultations are now part and parcel of the professional beauty industry. Client consultations provide clients, beauty therapists and other salon professionals the opportunity to discuss what treatments are safe to achieve the results of a beauty therapy session.
Clients are asked to fill in consultation forms as a standard legal SOP. These forms show if a client has any allergies or if there are contraindications that could prevent a beauty therapist from applying a specific treatment. These forms are also a requirement for salon insurance.
Beauty therapists and other salon professionals that administer certain treatments need to organise and file all their client consultation cards in a safe place, under lock and key.
During the client consultation, make sure you gather the following information:
• Personal information, such as their name, age, date of birth, etc.
• Lifestyle, including dietary restrictions, exercise regimens, whether they drink or smoke, etc.
• Contraindications
• Medical history
• Treatment record
The consultation form needs to be duly signed by the client. You also need to review the form and use the time to ask questions or clarify items that are ambiguous or unclear.
The client consultation process
As a beauty therapist or salon professional, it's important for you to understand the wants and needs of your client concerning the treatment you are about to perform, whether it’s a massage or a facial.
A consultation form helps you plan a treatment, what products to use or not use, what areas to focus on, etc. It also helps you provide the appropriate aftercare advice based on what the client currently is and isn't doing, so you can recommend products designed to maximise the benefits of a treatment.
You need to pay extra attention to the contraindications section, as this would contain information about your client’s health condition. By knowing about these contraindications, you can avoid working on specific sections of the body, and know exactly what particular treatments or procedures are inadvisable to do. In fact, there may be instances when you may not need to administer a treatment at all.
Consultation forms also provide legal protection and should be considered part of your beauty insurance pack in case a client makes an insurance claim against one of your therapists, salon staff or your business. It’s the documentation you need to show that you’ve taken all the steps necessary for the treatment. It contains health information the client shared with you, and which you used as a basis to decide together on proceeding with a specific treatment.
For regular clients, always ask them to have a look at their existing consultation form and let you know if it needs updating. If you have both discussed the treatment and established that it is safe to proceed, you and your client can go to the treatment room or area so you can administer the treatment.
After the treatment, you can evaluate what you’ve done. Take down notes of any observations you made in the course of the treatment. You can then give your client the necessary aftercare instructions.
Verifying what specific treatments are covered with your insurance company
Since the list of beauty treatments that are covered can vary among insurers, you need to check exactly which ones you are covered for with your insurance company.
If you don’t do this, you might have to face the stress of finding out that you are not covered in case a client makes a claim against you.
What to do if a client complains
Sometimes, no matter how meticulous you are about certain details, some things still slip through the cracks. So, in the event that the unexpected happens and you receive a complaint, try to follow these steps:
1. Don’t panic and consider the client’s feelings.
Stay calm and listen to what the client has to say. If your employer or the salon owner asks you to let them handle the conversation, let them. Just remember to stay calm and be patient.
2. Listen carefully.
An angry or upset client needs to be heard. They need to vent and know that you are listening and are genuinely concerned about their plight.
Let them have their say. It’s better for them to be angry and emotional whilst giving you the opportunity to hear them out and offer a resolution. If you don’t listen, you might end up reading about their complaint on social media or through a bad review on Google or other review sites.
3. Offer a refund.
Your employer might offer this, or you can suggest it yourself after discussing it with your employer. This can help pacify an upset client. You could even offer them a discount on their next visit or a voucher they could use or give away.
4. Avoid uttering statements that cast doubt on their claim.
Even if it’s the first time you received a complaint about a treatment and you think you did everything right, don’t bother telling them. You’ll end up making your client feel like you’re accusing them of creating trouble.
5. Take down notes.
Maintain a record of your conversations, including emails and text messages. Get printouts of any emails and correspondence, and keep these filed away.
6. Offer a complimentary service.
Do not let your client leave with the complaint still unresolved. If they go still frustrated and furious, they could end up venting on social media or give you a terrible review. The time that your client is there is your opportunity to negotiate.
Offer to give them a complimentary treatment to be administered by a senior therapist of their choice. Or let your employer make an offer. When your client is calm and satisfied, they will leave the salon happy, and you just might keep their business.
7. Refer your problem to your insurance provider.
In case your client insists on making a claim, get in touch with your insurer who will be able to advise you on the next steps. Be honest and provide your insurer with all the details so they can advise you accordingly.
Keep calm and use those consultation forms
When you face an angry client, remember to take a deep breath, stay calm, apologise and be patient.
Most people understand mistakes can happen. It’s what you do after getting a complaint that matters.
Then, let this experience enrich you so you can move forward.
Be careful the next time around and use client consultation forms religiously and consider them part of your salon's risk management policy.
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