Salon Practices, Professionalism and Customer Service
Domain 9 tests professional conduct and customer service: appointments, confidentiality, complaints, boundaries, teamwork and reliable record keeping.
Professional standards
- Be punctual, clean, appropriately dressed and prepared; confirm treatment and consent before starting.
- Keep client information confidential; do not discuss clients on social media or in public. Follow GDPR and the Data Protection Act 2018.
- Use a booking system with clear cancellation and deposit policies; record arrivals, no-shows and payments accurately.
- Handle complaints by listening, acknowledging the concern, investigating facts, explaining options and recording the outcome; do not argue or admit liability.
- Maintain boundaries: no diagnosing, no promising medical results, no personal relationships that compromise care.
Customer service
Manage expectations, explain delays, adapt communication and refer clinical concerns appropriately. Teamwork and consistent handover protect continuity.
Worked example: A client reports redness and stinging the day after a wax. Reasoning: this may be a normal histamine reaction or irritation, but you must document, ask about aftercare and products, advise soothing and GP review if severe, and review your patch test and technique. Do not blame the client or promise it will not happen again.
Traps: discussing clients publicly; arguing with a complainant; recording opinions as fact; making medical claims; ignoring consent or cancellation policies.