G21 Provide hairdressing consultation services

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®

Level 3

G21

Provide hairdressing

consultation services

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The Learning Support Unit

you have recently purchased

makes reference to Key/Core

Skill Opportunities. From

September 2010 Functional/

Essential Skills will be

introduced and Key/Core

Skills will be phased out.

Where reference is made to

Key/Core Skill Opportunities,

please be advised that the

same opportunities will

follow on for Functional/

Essential Skills.

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G21

Provide hairdressing consultation

services

What this unit is about

This unit is about providing a comprehensive

consultation and advisory service to clients. Included in the unit is providing support to colleagues when they are faced with analysis problems as is the ability to advise on alternative courses of action, especially referral to other specialists.

What the learner must know

To achieve success in the unit the learner needs to know and understand:

1. The salon and legal requirements 2. Services, products and pricing 3. Hair growth and characteristics 4. Hair and skin analysis

5. Communication

6. Information to give to the clients on hair maintenance and management

Number of hours required to teach the

content

To cover all the requirements for the knowledge and understanding for the whole unit it is recommended that it be taught over a period of

5 - 7 hours. Those with special learning requirements may need extra time/or support.

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Session 1

G21

Salon and legal requirements

Services, products and pricing

(Part 1)

Trainer requirements to teach this session

For this session you will need the following: • Handout G21.1.1 (2 pages)

• Activity G21.1.1 • Handout G21.1.2 • Handout G21.1.3 • Activity G21.1.3

• Activity G21.1.3 (Answer guide) • Handout G21.1.4 • Activity G21.1.4 • Handout G21.1.5 • Activity G21.1.6 (2 pages) • Activity G21.1.7 • Handout G21.1.7 (2 pages) • Activity G21.1.8 • Research G21.1 • Learner Check for Session 1

Trainer notes

The session will cover:

1.1 The responsibilities under the Data Protection legislation

1.2 The legal responsibilities under current consumer and retail legislation for describing the features and benefits of products and services

1.3 Salon procedures and manufacturers’ instructions in relation to conducting tests 1.4 Salon rules of confidentiality

1.5 The salon’s policy for referring clients to other salons

1.6 The services and products available for use in the salon

1.7 The pricing policy of the salon and payment policies, e.g. requirements for deposits and how to calculate the likely charge for

services

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Session 1

G21

Salon and legal requirements

Services, products and pricing

(Part 1)

1.1 The responsibilities under the Data Protection legislation

Some aspects of this area of learning are covered in other units. The information in this unit is more in depth and is relevant to providing hairdressing consultation services.

Explain to the learners that it is in everyone’s interest to understand the law in relation to the Data Protection Act.

Ask the learners if they have or know of a data protection policy in their own workplace.

The answer to this question will vary. Some learners may have taken NVQ/SVQ Level 2 and will have an understanding of the Data Protection Act. Some learners may be in salons that are very aware of their commitment to this legislation, where as others may have employers who lack knowledge about their responsibilities.

Ref: Handout G21.1.1

Outline the basic provision of the act and explain that the idea of the act is to protect:

• employees • customers • the business

Explain to learners that holders of client information must be able to justify why they hold the records and they have a legal obligation to protect information. The information on the records must not be seen to damage a person’s reputation.

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Explain that there are eight basic principles of the Data Protection Act. The principles are that personal information must be:

• fairly and lawfully processed • processed for specific purposes • adequate, relevant and not excessive

• accurate and where necessary, kept up-to-date • not kept longer than is necessary

• processed in line with the rights of the individual • kept secure

• not transferred to countries without adequate data protection legislation…

And all staff must follow the basic principles (not just the salon owner or employer).

Tell the learners that the principles also require that: • they have individuals’ consent to store data • they must not pass on information to others • information must be used for its original purpose • information must be protected from unauthorised

use

Explain to learners that the reason for the Act is to protect people from the possible results of inaccurate or out of date information being held on them – this can affect credit rating, medical treatments or employment opportunities. If the requirements of the Act are not adhered to, the individual may seek compensation through the courts for any damage suffered.

Remind learners that anyone can ask to see their record and it is the responsibility of the organisation to provide access to it but no one has the right to see the records relating to other people. Point out that this includes staff appraisals, disciplinary procedures and CVs as well as client record cards.

Explain to learners that anyone who is found not complying to the Data Protection Act would be in breach of the law and the Information Commissioner could take enforcement action against them. Point out that this action will ultimately affect the reputation and finances of the salon.

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Tell learners that they (or the salon owner or

employer) need to find out if they need to notify (or tell) the Commissioner about the details that the salon processes. Explain that not everyone has to notify, for example those who only process personal information for core business purposes such as the marketing for the salon, staff administration and accounting may not need to, therefore, the salon owner should check if they are exempt.

Misleading information

Tell the learners that it has come to the attention of the Information Commissioner that individuals are posing as collectors on behalf of the legal Data Protection Agency and are taking money from unsuspecting businesses. Some may even pose with identification cards and give out receipts.

There is no connection and people are advised to call the police or telephone their local Trading Standards Office.

Ref: Activity G21.1.1

Ask the learners to read the scenario and either

working individually, or as a group, or promote a group discussion about how the situation should have been handled. In addition, ask learners to state where the Data Protection Act was breached.

When looking at the answers the learners have provided or during the discussion point out the following:

• the Data Protection Act clearly states that personal information must not be given to third parties

• this applies, even if the third party is related • the receptionist should have ensured a checking

procedure when taking information to minimise the risk of mistakes

• did the salon seek Polly’s permission to store her personal information?

• the salon did not use Polly’s information for its original purpose (i.e. to send the voucher)

• there should be a contact number taken from the customer which they agree can be used at agreed times in case the receptionist needed to get in touch

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• the salon should not have shared the information with Ral. (The contract for the services was with the salon and not the visiting practitioner)

• Ral should not have shared the information with the other salon in which he worked

On another matter (and not related to the Data

Protection Act) ask the learners if they think that Bruce should have disclosed his wife’s address to Ral.

1.2 The legal responsibilities under current consumer and retail legislation for describing the features and benefits of products and services

Remind learners that clients have legal rights to

receive services and products that are of good quality. Use the handout to go over the main Acts related to consumer and retail legislation which include:

• the Consumer Protection Act • the Consumer Safety Act • the Prices Act • the Trades Description Act • the Resale Prices Act • the Sale and Supply of Goods Act

With the Sale and Supply of Goods Act in mind, tell learners that it is in their own interests to describe products and services accurately in order that the client can make informed decisions about proceeding with services.

In addition the learner must ensure that the client does not have expectations that cannot be fulfilled. This would result in the client being disappointed and the salon’s reputation being damaged.

Remind learners that a feature of a product or service is:

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That a benefit of a product or service is: • what the product or service achieves

1.3 Salon procedures and manufacturers’ instructions in relation to conducting tests

Ref: Handout G21.1.3 Activity G21.1.3

Activity G21.1.3 (answer guide) The learners may have already covered the tests within other technical units, or at NVQ/SVQ Level 2. Remind learners of the requirement to carry out all necessary tests prior to hairdressing services and treatments and to always follow manufacturers’ instructions when carrying out tests.

Use the handout to recap on the tests that are required, while at the same time ask learners to complete the ‘expected results’ column as a form of revision.

Confirm their results by using the answer guide.

1.4 Salon rules of confidentiality

Discuss confidentiality with learners.

Ask learners what confidentiality means to them.

Answers may include:

• the respect of other people’s privacy • keeping confidences that may have been told to • them by clients and colleagues • the privacy of information kept on client records Ref: Handout G21.1.4

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Explain to the learners that all salons have a

responsibility to maintain confidentiality of information relating to clients, colleagues and the salon business itself.

Say that in respect of privacy, the confidential information of the salon will relate to:

• staff - information may be kept on computerised systems in relation to pay, rates of commission, appraisal, disciplinaries and other private or personal details

• the financial status of the business – profit and loss, debtors and creditors, banking details

• the way the salon business is run – staff incentives, staff structure, marketing procedures, market

research, promotion plans etc.

• client confidentiality – treatment and service records, conversations, confidences etc.

• colleagues – personal details, friendships, relationships, confidences, conversations Stress that part of all staff training (for junior and senior) members of staff should relate to the

importance of keeping the confidences of the salon organisation.

Explain that all businesses have to be competitive to remain profitable. Part of the competitiveness is about staying ahead of other local salons. Therefore, the operational strategy the salon has for a successful business must remain confidential.

Tell learners that many years ago, an apprentice to a salon would sign ‘Indenture Papers’, which were a contract between the apprentice and their employer. A common clause within the Indentures was one that said, “the Apprentice must not tell his Master’s secrets”. Explain that this same philosophy should remain today.

Say that keeping the confidentiality of the business does not relate to keeping quiet about anything illegal that may be occurring within the salon. Illegal activities should be reported to the relevant people.

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Say that salons should have systems in place to ensure that client records are stored in a way that meets the requirements of the Data Protection Act. The storage of records relates both to those for clients as well as those for staff.

Learners will be aware that clients tell them

(sometimes) the most confidential things about their life, relationships, financial affairs and plans for the future. Stress that it vital to keep this information confidential. If the client knew that their hairdresser repeated their conversations, then the reputation of the hairdresser and the salon will be lost.

Ask learners of the consequences of failing to comply to the salon rules of confidentiality.

Answers should include:

• breaking the law (Data Protection Act) • loss of clients

• loss of business

• loss of salon reputation Ref: Activity G21.1.4

Ask learners to think about their own job roles and the occasions where they have to ensure confidentiality. For some, the job roles may only include keeping confidential information about clients. Whereas, other learners may be in senior positions within the salon and may include areas such as:

• financial information of the salon • operational strategy • marketing plans and promotions • market research • client analysis • staff procedures • grievance and disciplinary procedures • staff appraisal • staff pay and incentives • interviewing and staff selection procedures

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1.5 Your salon’s policy for referring clients to other salons

Explain to learners that the policies for referring clients to other salons will vary from salon to salon.

Say that while some salons offer a large selection of services, others do not.

Ask learners which services you may refer clients to other salons for.

Answers could include: • trichology • shaving and facial massage • traditional barbering • hair extensions • nail services • beauty treatments • holistic therapy services – reflexology and aromatherapy • Indian Head Massage or other head massage services • African Caribbean hair services and treatments • perming and straightening • hair braiding Learners should be made to recognise that having to refer clients to other salons means they are losing out on potential business.

Ask learners for ideas about how they can keep the services they cannot normally provide ‘in house’.

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Explain that they could ‘buy in’ the skills of experts in these areas. Many salons have spare rooms that can be rented out to visiting consultants. This allows the salon to capture the growing market opportunities without having to retrain and wait for existing staff to become competent in other disciplines.

In addition, point out to learners that some of the services require complete experts in a particular field. For example, trichology services.

Ask learners how they would make referrals.

Tell learners that while they may have to make

referrals for some treatments and services they cannot provide, they should still try to retain the client for the services and treatments they can provide.

Therefore, they should aim to make referrals bearing the following in mind:

• finding out about the background of the salon • knowing the referral salon’s reputation • through recommendations that have been made by others • by visiting the salon prior to making referrals to them • by making a reciprocal arrangement with the referral salon so that salon refers clients back to them that cannot be dealt with

Warn learners that they should not attempt to carry out treatments and services for which they are not competent or qualified. Point out that any treatment liability cover that they have will be null and void if the client made a claim for

compensation.

Ref: Research G21.1

Ask learners to pick a treatment or service that they cannot currently offer and identify a referral salon or clinic for their clients.

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Remind them that the idea is to still retain the client for the services that they can provide.

Ask learners to consider the following:

• how will they ensure that the client will receive the same standard of client care you can offer?

• how will they ensure that the referral salon can competently offer the services the client wishes? • what will the benefit for their own salon be if they

make referrals to another salon for their clients? • how will they check out the history and reputation of

the salon?

• how will they monitor the quality of the work of the referral salon?

The learners should be asked to identify the referral salon or clinic and write up their responses to the considerations above in the form of a short report.

Ask learners to complete the table to identify the services and products they currently offer and use in their own salons.

Then ask them to identify some services that they do not presently offer, but would like to offer in the near future. They should also be asked to state the products they would need to have to offer these services.

services

Learners should be aware that the pricing structures and policies of salons will vary from one business to another.

Deposits

Tell learners that there has always been debate about whether salons should take deposits from clients for treatments and services.

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Explain that some salons will take deposits for services, which require a great deal of time to be booked out for one client.

Say that if a client fails to arrive for a cut or blow dry, then, while it means that revenue is lost, the amount that is lost is small in comparison to that if a client failed to arrive for a hair extension service.

Explain to learners that to protect themselves, the salon needs to develop a policy or to have some form of written agreement about the way the deposit is paid and taken.

For example:

• should the deposit be returned if the client cannot make the appointment – in which case – how much notice should they give?

• would they pay back the deposit if they were able to fill the appointment time with another client?

• should the deposit be non returnable – even if they have managed to fill the appointment time with another client?

Ask learners to work in small groups to discuss the arrangements they have in their salons for taking deposits from clients.

Then, ask them to think of the advantages and disadvantages of taking the deposits.

Next, ask them to formulate a policy for taking client deposits – ask them to state:

• the treatments or services they would take deposits for their own salons

• if the deposit would be refundable

the circumstances for which the deposit would be returned

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For individual learners, talk to them about their salon policy, then, ask them to list the advantages and disadvantages of taking the deposits and formulate a policy statement for their salon. Discuss their findings with them.

Charges for services

Again state that the price structure for charges for services will vary from:

• one salon to another • one town to another

• one stylist within the salon to another stylist within the salon

• one area of the same town or city to another area of the same town or city

Ask learners what other reasons they can think of that will influence the pricing structure of the salon.

Answers could include: • the image of the salon • the quality of the work that is produced by the staff • the profile of the salon within the community • the standard of the staff that are employed by the salon

• the overheads of the salon • how well the staff are paid

• how much commission the staff can earn • the amount of clients that go to the salon • the time allowed for appointments

Expand on the influencing factors that relate to the pricing policies of salons.

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First explain that one of the main influencing factors are the direct costs to the salon or the staff.

The direct costs are:

• the staff involved in the treatment or service • the time allowed for the treatment or service • the cost of the products that will be used

Within this, learners must be aware that the cost of staff is not just the stylist that is carrying out the actual service or treatment, but also the costs for:

• the apprentice (who won’t directly contribute to the income of the salon, but will help the stylists by assisting them)

• the junior stylists (who may only bring in a small amount of income as they build up their clientele) • the receptionist (who won’t directly contribute to the

income of the salon, but will help the stylists by arranging carefully scheduled appointments) • the cleaner (who won’t directly contribute to the

income of the salon, but will help the stylists by cleaning up after them)

Then use the handout to expand on the indirect costs that must be considered when calculating the charges for salon services.

For example: • VAT • wages • materials • services • rent • equipment • cleaning • promotion • stationery • IT • insurance • interest on bank loans

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1.8 The duration of services in the salon

Reiterate that one of the major factors that must be considered when calculating the charges for salon services is the length of time the service or treatment takes to complete.

Explain that some salons may allow a stylist an hour or more to complete a haircut and that one of the features of the salon is that the client has a great deal of individual attention. Whereas, another salon may only allow the stylist 15 minutes to complete a haircut and then can, therefore, increase the amount of clients that come to the salon each day.

Ask learners to complete the activity by stating the time allowed to complete the services in their own salon and how much they charge clients for that service.

The duration of the service in this case means the length of time the learner has blocked out in the appointment book to complete the service. At the end of the activity, calculate which salon appears to charge the highest price for the services.

Point out that this calculation will be based purely on the cost of the service over the time allowed to complete it and that none of the other direct and indirect costs will be included in this calculation.

The calculation to use is:

Cost of service = £ per hour Duration

For individual learners, ask them to complete the activity alone and discuss their findings with them.

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Now use the Learner Check for

Session 1 to check the understanding of the learners.

Use research G21.1 to encourage independent learning.

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1. List at least five of the principles of the Data Protection Act.

2. Name at least three pieces of consumer legislation.

3. Name the Act that particularly relates to describing the features and benefits of products and services.

4. Name at least six tests that are carried out for hairdressing treatments or services.

1. Any five from:

• fairly and lawfully processed • processed for specific purposes • adequate, relevant and not excessive • accurate and where necessary, kept up-to-date • not kept longer than is

necessary

• processed in line with the rights of the individual • kept secure

• not transferred to countries without adequate data protection legislation 2. Any three from

• the Consumer Protection Act • the Consumer Safety Act • the Prices Act • the Trades Description Act • the Resale Prices Act • the Sale and Supply of Goods Act

3. Sale and Supply of Goods Act

4. Any six from • skin test • elasticity test • porosity test • strand test • incompatibility test • test cutting • development test curl • colour test

Salon and legal requirements

Services, products and pricing

(Part 1)

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Session 1

G21

Salon and legal requirements

Services, products and pricing

(Part 1)

Trainer Summary

1.1 The responsibilities under the Data Protection legislation Reiterate the eight principles of the Data Protection Act: • fairly and lawfully processed • processed for specific purposes • adequate, relevant and not excessive • accurate and where necessary, kept up-to-date • not kept longer than is necessary • processed in line with the rights of the individual • kept secure • not transferred to countries without adequate data protection legislation

And remind learners that all staff must follow the basic principles (not just the salon owner or employer).

1.2 The legal responsibilities under current

consumer and retail legislation for describing the features and benefits of products and services

Recap on the outlines of the consumer and retail legislation:

• the Consumer Protection Act • the Consumer Safety Act • the Prices Act

• the Trades Description Act • the Resale Prices Act

• the Sale and Supply of Goods Act

And remind learners that under the terms of the Sale and Supply of Goods Act it is in their own interests to describe features and benefits of products and services accurately.

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1.3. Salon procedures and manufacturers’ instructions in relation to conducting tests

Remind learners of the tests that must be carried out over a range of services and treatments.

1.4 Salon rules of confidentiality

Reiterate that the consequences of breaking the salon rules of confidentiality are:

• breaking the law (Data Protection Act) • loss of clients • loss of business • loss of salon reputation Remind learners of the results of the activity for this area of learning.

1.5 The salon’s policy for referring clients to other salons

Restate that salons sometimes have to refer clients to other salons or clinics to enable them to access services or treatments not offered by themselves.

Remind learners of the outcomes of the activity where they identified the services they offer and the products they use.

services

Remind learners of the advantages and disadvantages they identified when discussing the use of deposits for services and treatments.

Remind learners of the direct and indirect costs that must be considered when calculating charges for services.

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1.8 The duration of services in the salon

Recap on the outcomes of the activity where learners calculated the cost of the service over the time allowed to complete it.

Use research G21.1 Set a date for the completion of the research project.

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Session 1

G21

Salon and legal requirements

Services, products and pricing

(Part 1

Key/Core Skill Opportunities

There will be an opportunity to promote discussion when covering:

G21.1.1 Discussion about the breach of the Data Protection Act

G21.1.4 Discussion about rules of confidentiality

G21.1.7 Discussion about taking client deposits

There will be an opportunity to use numeracy skills when:

G21.1.8 Calculating the cost of salon services over the time allowed to complete them

There will be an opportunity to improve own learning when:

Research G21.1 Completing the research relating to client referrals Unit G21 Provide hairdressing