Client Consultation, Communication, and Professional Conduct
The consultation is the service
Greet, listen, ask open-ended questions, analyze hair and scalp, discuss lifestyle and maintenance, identify contraindications, and agree on a realistic plan, price, and time before you touch the hair. Repeat the plan back to the client and document it: formula, timing, tools, products, and aftercare. For chemical services, get informed consent and record any refusal or known allergy.
Communication skills examiners look for
Active listening, paraphrasing, open body language, plain language instead of jargon, and cultural sensitivity. Explain what you are doing and why. Avoid promises ("this will look exactly like the photo"), medical advice, and diagnosing. Keep client information private - never discuss one client's hair, health, or personal life with another, and get permission before posting photos online.
Professional conduct
Punctuality, personal hygiene, clean station and tools, continuing education, respect for boundaries, and non-discrimination. Handle complaints calmly: listen, acknowledge, offer a solution, follow up. Document incidents such as an adverse reaction or a service refused for contraindication.
Worked example
A client brings a photo of platinum blonde and has level 3 brown hair. Rather than saying yes, explain the multi-session process, do a strand test, quote the price for each session, describe home care, and write it on the record card.
Rule of thumb
Consult, confirm, and document. If it is not on the record card, it did not happen - and in a dispute, the card is your evidence.