Report on client care


Market research information has been reviewed from two chief beginnings:

  1. Secondary Data- i.e. Diaries, publications and cyberspace beginnings.
  2. Primary Research- information for this research were obtained from the studies that have been undertaken in a Barnfield College Hairdressing and Beauty Salons every bit good as in the Reception Area in November and December 2009 and were handed out to the clients before and after the interventions. Three groups were formed to fix the questionnaires on the undermentioned three topics:
  • Reception.
  • After intervention.
  • New Product Development in Male Grooming and Anti-Ageing Treatments and Products.



“ Front desk operation can do or interrupt the salon concern ” ( Barham, 1991, p.21 ) . The function of salon receptionist is important as the receptionist embodies the full salon, its forces and their professional accomplishments. The chief mission of the receptionist is a smooth running of the beauty salon ( Barham, 1999 ) .

The response country of any endeavor such as a hotel, a hair tonic salon, a beauty therapy salon, a suite of offices, even a infirmary can be considered as the first personal point of contact with the organisation. One dictionary definition of response is “ the receiving or welcoming of individuals as visitants officially or ceremonially ” . In the context of concern, nevertheless, response demands to be slightly more than merely being gracious to clients, replying questions or booking assignments. Ideally, response regulates and controls entree to the following phase in a process. The hair tonic or beauty therapy secret agent will transport out the practical work but the service begins and ends in the response ( Masters, 1988 ) .

About all adult females appreciate the luxury of personal attending in a pleasant ambiance. And the first point of contact either personally or by telephone will be receptionist therefore the response to an initial question and the image presented at the clip must be of the highest degree or the assignment may non be booked. The reply to the question must convert the possible client that she can moderately anticipate to acquire the service she wants, and the image presented must be one of efficiency and enthusiasm.

If the question is by telephone, so the whole image will be an aural one. Therefore, tone of voice, mode of speech production and lucidity of information are paramount. The decision of the conversation is besides of import and should bespeak that the question and the subsequent engagement are welcome and appreciated.

Enquiry and/or reserve in individual at response besides involves tone of voice, mode of speech production and lucidity of information, but because it is besides ocular it poses other jobs which include the visual aspect and demeanor of the receptionist and the image presented by other members of staff who may be in response at that clip, together with vitamin D & A ; eacute ; cor, tidiness and comfort of the response room and eventually that undefinable thing known as societal ambiance.

When any client or possible client enters reception she should have immediate attending or at least acknowledgment of her presence. A client should ne’er wait in response for her assignment a minute longer than is utterly necessary and when this is inevitable she should be made every bit comfy as possible and kept informed of the place. A client ‘s advancement through the assorted procedures in the salon should be comfy and supported by an apparent desire on the member of staff for her well-being and satisfaction. Each client should experience that her personal usage is valued and that she is a important portion of the salon concern life. The client does non merely purchase a beauty intervention but a complete service which must be to the full fulfilling to that client. And even when the service is satisfactorily completed and the client is delighted with the consequence, all is non yet over because she still has to go through one time more through response and going must be merely as carefully managed as reaching. Service must go on until the minute the client makes her issue through the door which has been thoughtfully opened for her by the receptionist. The receptionist should cognize precisely what has been done for the client and should supply a suited comment of blessing with the consequence. After all, if the client has merely spent rather a spot of money on a service intended to better her visual aspect she will appreciate the effects being noticed ( Masters, 1988 ) .

Therefore, to summarize the above, an ideal beauty salon response should do the client ‘s presence in the waiting country as comfy and gratifying as possible because the salon will ne’er acquire a 2nd opportunity to do a first feeling. This includes holding adequate up-to-date beauty and manner related magazines for both adult females and work forces, playing a comforting and light music and if the client is to pass a spot of a clip in a waiting room so offering a refreshment or a cup of herbal tea to do the client ‘s stay at that place every bit pleasant as possible. Or instead, if the sofa is pleasant and relaxing, clients may remain to loosen up after intervention or arrive early and enjoy flicking through a calendered magazine with some refreshment. Another highly of import point is clients ‘ confidentiality which must be maintained at all times and receptionist is responsible for any information non to be copied or passed on in any signifier to anyone, in individual or over the phone ( Barham, 1992 ) .

When the informations were analysed harmonizing to 27 questionnaires taken in Barnfield College Hairdressing Salon and Spa Reception country, it was found that the bulk of clients who have visited the college salon were overall satisfied with the waiting country and response in general: 26 people were welcomed and the same sum of people found receptionist friendly and enlightening. The bulk of clients found the telephone booking service excellent and said that the telephone was answered quickly ( 17 and 14 severally ) . Although 13 people did non reply the inquiry if they had to wait for their assignment, 9 people confirmed that they did non wait at all and merely little group said that they had to wait from 1-2 proceedingss up to 5 proceedingss ( 2 and 1 people severally ) .

There are no hot drinks and/or refreshments offered in the Barnfield salon waiting sector therefore we decided to happen out whether clients were prepared to pay for their drinks and would utilize a tea and java wage machine if there was one and discovered that 9 clients responded positively, 1 individual said “ possibly ” and another client suggested holding herbal options. However, 14 clients said that they would non pay for their drinks and 2 people ignored the inquiry.

Despite the fact that 21 people described the environment in the response country as “ first-class ” and merely 6 people found it “ mean ” , 8 people thought that there is a room for betterment in the response service ( 1 client ) and the waiting country ( 7 clients ) and suggested that there could be some high chairs available, every bit good as engagement installations could be improved and 2 people complained about the heat in the response and said that it is manner excessively cold in the waiting country at this clip of the twelvemonth.

Furthermore, 14 of Barnfield clients confirmed that there was some reading stuff of their liking but 9 clients differ with that and said that there was non anything to read or they did non like the offered reading affair. When asked about the payment options 12 people would prefer paying by hard currency, 10 would be more comfy with paying by card and merely 3 clients were happy with both options.

Further analysis of clients ‘ remarks revealed that people do love coming to Barnfield for interventions and complement on monetary values and professionalism, friendliness and helpfulness of the receptionists, although a few clients suggested that there could be some elusive music playing in the response country, some more reading stuff like up-to-date hairdos magazines and mentioned the assignments ‘ engagement options, i.e. opportunity to book a few Sessionss at one time when purchasing a set of interventions or booking at the response desk in general, because it feels rushed as waiting line signifiers really rapidly when merely one receptionist is present. In add-on to this several people complained about the response and waiting country being peculiarly cold.


After intervention safeguards are every bit of import as the intervention itself. The client must take attention of his or her organic structure after the intervention and follow any aftercare advice given by the healer at all times in order to acquire the most from their investing…

There is specific aftercare advice for each beauty intervention. Some of them aim at protracting the consequence of the intervention as in some instances, i.e. massage, client is advised to rest to allow the blood circulation to return to normal. It is besides recommended for the client to rest for a few hours when she gets place, and avoid heavy repasts. As the client ‘s circulation continues to return to normal, it is necessary to imbibe plentifulness of still mineral H2O to replace the fluids lost. The healer can besides discourse with the client suited place attention to complement the massage. This might include advice on healthy feeding and exercising, including specific exercisings that might be necessary to relieve any postural jobs. Furthermore, healer might offer advice on bath and/or tegument merchandises or massage techniques that could be used at place and farther benefit the client.

As with the electro-epilation intervention, the tegument will be predisposed to infection because of the heat and tissue devastation hence it is highly of import to maintain the country clean to avoid infection and to forestall marking. Clients are advised to utilize the recommended soothing lotion, avoid picking or rubbing the tegument, do non expose the country to ultraviolet visible radiation and shield it with sun-protecting factor, do non tweak or wax the country mediate interventions and maintain the country clean and fresh.

Majority of electrical facial interventions will necessitate clients to forbear from using any makeup or facial picks instantly after intervention for the period of up to 48 hours because the tegument needs to be able to “ take a breath ” . The negative effects on the tegument of intoxicant, smoke and UV radiation should be discussed with the client. The imbibing of natural uncarbonated H2O should be encouraged following intervention to assist take toxins, and the benefits of a healthy diet should besides be discussed. Besides simple facial exercisings should be recommended to the client. These will go on to tauten the facial musculuss and escalate the firming effects of the interventions. Clients should be offered retail decorative skin-care readyings to keep and heighten the effects achieved.

The similar aftercare programme is advised for clients after the lymphatic drainage interventions: to increase unstable consumption to assist the lymphatic cleaning consequence. Besides recommend the client an effectual intervention program uniting diet and exercising appropriate to client ‘s demands. Retail merchandises support the effectivity of the intervention ( Nordmann, Appleyard and Linforth, 2001 ) .

Therefore to set it all in a nutshell, it is necessary to supply clients with aftercare advice and explain that it is highly indispensable that they become to the full cognizant and understand what should be done by themselves both before and after intervention in the involvement of their personal wellness, safety and wellbeing.

There were 7 clients questioned at Barnfield salon and watering place between the age of 25 and 60+ about their interventions and aftercare, and it was found that all seven clients were escorted in and endorse out by their healers. Besides bulk of clients rated their audience, privateness, hygiene, environment, healer cognition, intervention and aftercare experience as “ first-class ” . More than half of respondents left their remarks and expressed their satisfaction with interventions being extremely effectual, gratifying, efficient, speedy, lovely and loosen uping, and appreciated the healers ‘ professionalism. And merely one client complained about the music and found it non really loosen uping.


Male Preparing

Modern work forces are merely as ( or at least about ) as concerned with their visual aspect as adult females. And healthy tegument is a important portion of looking great. For work forces, tegument attention is a mere reconsideration. Beyond the universe of shaving their faces, it is rare for a adult male to give clip to his tegument. But these yearss, skin attention is no longer merely a adult female ‘s concern. We are in the twenty-first century, and the force per unit area is on for adult male to take attention of himself. Work forces are progressively cognizant and concerned about the wellness of their tegument. More work forces than of all time are interested in taking attention of their tegument, and guaranting that they sustain their vernal expressions for every bit long as possible.

Man ‘s booming desire for beautiful tegument is an 8 billion dollar industry. So why are work forces get downing to catch up with adult females ‘s involvement in beauty merchandises? Most significantly, everyone wants to continue vernal tegument for every bit long as possible. Along with imbibing plentifulness of H2O and eating a healthy diet, humidifying and fostering the tegument is the best manner to turn old gracefully.

As we grow older, the elastin and collagen, which are the connective tissues that give clamber its soundness and snap, get down to vanish. Appropriate tegument attention is indispensable to maintain this procedure at bay for every bit long as possible.

More and more work forces are responding to the man-made chemicals used by many high street trade names of male training merchandises. Therefore they are turning to natural preparations free from unneeded man-made ingredients, which will be absorbed by the organic structure. Switch overing to organic nutrient in order to avoid consuming toxins is a popular pick. Peoples are besides going cognizant that what is put on the tegument will ever do its manner into the blood watercourse. That means that if skin attention merchandises are full of chemicals, they will finally be fluxing through the organic structure. Since the tegument can be a contemplation of what is traveling on in the organic structure, the chemicals may one time once more show up on the tegument. It besides means that the liver has to work harder to treat them. Organic, chemical free moisturiser means no toxins for the organic structure to cover with, and finally, healthier tegument. About 80 per centum of work forces say shaving irritates their tegument. Razor burn is really frequently “ merchandise ” burn. Many of the merchandises that are designed for work forces are ill formulated and incorporate far excessively many annoying ingredients. Shaving with a razor abrades the tegument sufficiency to do mayhem, but so work forces typically splash an aftershave lotion with annoying ingredients over that broken tegument. Think of sprinkling chemicals on a cut or scratch on your organic structure.

Most natural merchandises are soft and will non worsen the tegument, even if there is scratch. Other natural merchandises that work forces are taking to utilize are soaps and shower gels. Aluminum and parabens have been linked to malignant neoplastic disease and other wellness ailments ( Bruno walters, 2008 ) .

Even in what is frequently touted as the best work forces ‘s tegument attention expression available you will happen ingredients that have the possible to do serious injury to you. As the old ages have progressed, the scientific universe has discovered that many of the most normally used ingredients in tegument attention merchandises are toxic to the human organic structure. The inquiry is why these companies are still allowed to utilize these ingredients. Stairss have been taken by both the European Union and the U.S. Food and Drug Administration to censor these ingredients from usage in cosmetics merchandises. The European Union has so far been the lone regulation organic structure to accomplish this end. The U.S. FDA is still tied up in an on-going tribunal conflict with the cosmetics industry, and presently it appears that the cosmetics industry is winning. There are companies within the industry that are focused on supplying their clients with a safe and efficient merchandise, and that are non merely out to increase their net incomes by utilizing low cost chemical ingredients. The best work forces ‘s tegument attention merchandises will consist of all natural ingredients. These include plant-based oils, proteins, enzymes, and infusions that are carefully chosen for their effectivity ( Rosenbaum, 2009 ) .

Those yearss are gone when a adult male come ining a beauty salon was unacceptable or considered being deadly to his maleness. These yearss the mean male can easy roll inside a good salon to acquire himself some serious sweetening in expressions. History shows that in ancient yearss, work forces would do usage of kohl to line their eyes. Now once more, it is reasonably much in the manner, absolutely acceptable and rather common if a adult male goes to a beauty salon or parlor and gets his thorax waxed and eyebrows done. Otherwise, the primary thing that people nowadays notice is the face, and the image is all that affairs. So in the present universe, doing the best of your expressions and looking neat has become extremely of import for work forces ( Conway, 2009 ) .

An scrutiny of the informations collected in the Barnfield College Salon and Spa revealed that despite the fact that more than a half of respondents aged 16-60 are cognizant of Male Grooming merchandises ( 9 out of 12 questioned ) they still do non experience really comfy sing the beauty salons and would be better off with more work forces around. Further analysis of the survey revealed that most work forces would pass in norm & A ; lb ; 10 on male training merchandises or interventions ( 6 respondents would pass & A ; lb ; 0-10, and 5 are prepared to pass & A ; lb ; 10-20 ) , and would come to a beauty salon for sweat room / steam interventions ( 10 clients ) , Swedish massage ( 4 clients ) , seventh cranial nerves ( 3 clients ) and assorted watering place interventions ( 3 clients ) . None of the male respondents showed involvement in coming to the beauty parlor for waxing or manicure / pedicure interventions.


Aging is a procedure that starts when we are born – we get older every twenty-four hours! Aging is a procedure ; it has a beginning, in-between and an terminal. And the chief focal point is that huge in-between – portion of life when we begin to see and experience some of the inevitable diminutions that occur with age… but where we can still do picks about how good we will populate in our ain hereafters.

We can non halt the procedure – except when we die – nor can we alter the procedure and travel backwards.

What we can make is decelerate down the procedure by doing rational determinations about what we do and make non do- and those picks can besides assist us look better. Ultimately, the life we live is ever about the picks we make!

Intelligent people can take to be good informed, read information and labels and so do informed picks. With facts in manus one can inquire: “ Is it an intelligent pick for me to utilize this merchandise or service? ”

That is really different than merely presuming or trusting “ this will change by reversal or halt my aging procedure. ”

But happening the right information is non ever easy. Cosmetic companies, pharmaceutical companies and exercising equipment shapers outspend and out-advertise any formats where you might happen intelligent information ( Dorman, 2009 ) .

Paradoxically, it is normally the most expensive tegument attention merchandises that are the least effectual.

Obviously, there are some quality merchandises out at that place that will do your tegument drum sander, more beaming and younger looking. The difficultly is in cognizing beforehand which skin attention merchandises genuinely work.

It is possible to come across a good tegument attention merchandise that can make all of the things that it should, like whiten age musca volitanss and even out pigmentation, all at a sensible monetary value. There are literally 1000 ‘s of merchandises to take from, but without the right information, it can be hard to happen 1 that truly produces consequences, leting old ages of aging and furrows to vanish from your face and organic structure.

We will pass tremendous sums of our difficult earned money if we believe that we can look more vernal and beautiful. The decorative companies know. The fictile sawboness know. Peoples are chumps for merchandises that are supposed to better our visual aspect.

That is why there are so many different tegument attention merchandises on the market today. The current tegument attention market is a multi-billion dollar industry.

There is so much demand for effective anti-aging tegument attention merchandises, that makers are invariably deluging the market place with new merchandises to capitalise on this demand.

Many of these merchandises are produced indiscriminately and heedlessly, put into fancy high-end bottles and pushed onto the market. Alternatively of puting clip and money to bring forth a quality, proven skin attention merchandise, most makers will prefer to pass their money on selling and merchandise visual aspect.

They can paint a compelling image with the right bottle, a few full page magazine advertizements and a high-profile famous person indorsement who more than probably has ne’er tried the merchandises they are backing.

And we all know that selling is Very Expensive! So that is really why a bantam tubing can be 100s of dollars or more. Not because what ‘s interior is expensive, but because of all the other things the company decided to pass money on are expensive.

There will ne’er be a deficit of people willing to pay top dollar for the latest tegument attention merchandise in a fancy bottle, whether it works or non. The truth is that most people will non take the clip to analyze specific merchandises and ingredients to assist them understand which ingredients work and which ingredients can really harm their tegument!

Ingredients that can damage the tegument are:

  • Mineral oil ( may be listed as liquid paraffin, paraffin wax or petroleum jelly on the label of the merchandise )
  • Dioxane
  • Aromas
  • Parabens ( may be listed on the label as propyl, butyl, methyl or ethyl paraben )
  • Alcohols ( can be listed as ethyl intoxicant, methyl alcohol, ethyl alcohol, SD intoxicant, benzyl intoxicant and isopropyl intoxicant )

There are new, good researched compounds that can change by reversal and forestall the harm caused by Sun, air pollution and other factors. Foods for the tegument that destroy free groups. There are alone merchandises that your pores will absorb and utilize to bring forth new collagen and elastin. When you use skin attention merchandises that contain these ingredients, your tegument will get down to look younger, healthier and more beaming. When you are taking a tegument attention merchandise, it is critical that you do non purchase one that is strictly decorative in nature. There are plentifulness of skin picks that will make full in the lines while they are on, temporarily giving the visual aspect of nicer tegument, but every bit shortly as you wash them off, world returns.

In order for a tegument attention merchandise to be genuinely effectual, it must incorporate ingredients that nourish, raising and trip your organic structure ‘s ability to mend itself. If you want to forestall or cut down furrows, you want something that increases production of collagen, elastin and new tegument cells. If you do this, you will really change by reversal the ripening of your tegument.

But some makers of expensive merchandises try to misdirect the populace by including some truly good active ingredients. The job is that they do non incorporate plenty of the active ingredients to be effectual. They contain merely a little sum so that they can lawfully name the ingredient on their label. The best ingredients are expensive, and every bit mentioned before, most makers spend the bulk of their money on selling.

So, it is non adequate to look for the ingredients mentioned below, they must be high up on the list of ingredients. Therefore we must look for the highest concentration that we can happen.

The ingredients to look out for:

  • Synergy TK
  • Phytessence Wakame
  • CoQ10
  • Nano-Lipobelle H-EQ10

In decision, there must be a common-sense attack in our life to halting and change by reversaling the aging procedure: remain out of the Sun and, when you can non, utilize a sunscreen merchandise with a high SPF evaluation. Eat right and augment your diet with day-to-day vitamins. Use high quality skin attention merchandises that both moisturize and change by reversal the symptoms associated with acquiring old. Implementing these cardinal suggestions will take to better feeling and looking you, so you can halt ripening and get down life ( Daniels, 2009 ) .

On the footing of the study that has been conducted in Barnfield College it can be concluded that the bulk of respondents ( 15 people ) admitted non utilizing the ant-aging merchandises and merely 4 people said that they use it on a regular basis. But in malice of that 8 respondents said that they spend up to & A ; lb ; 15 on anti-ageing merchandises and 2 clients spend between & A ; lb ; 15 and & A ; lb ; 30. When asked about the favorite trade names of cosmetics and/or skin care there was no winning trade name and clients mentioned assorted makes such as Olay, L’Oreal ( 3 people each ) , Nivea ( 2 people ) , Revlon and No7 ( 1 client each ) . Then we asked our clients whether they would be interested in a top scope anti-aging skin care trade name like Dermalogica if we were to present one, and the bulk replied “ no ” ( 18 people ) and merely 4 people said “ yes ” . To sum up, clients said that they do non utilize anti-ageing merchandises because they do non work or because they merely do non hold clip for it.


The findings based on studies taken at Barnfield College Spa and Hairdressing Salon indicate that people sing Barnfield are overall satisfied with the manner it is working. Clients in general are enormously pleased with receptionists and the ambiance in the response and waiting country but suggested that there is room for few betterments in the waiting country and engagement installations.

Despite the fact that “ more work forces are going large Spenders in the tegument attention market and the demand for specific work forces ‘s salon interventions and related attention merchandises is one of the fastest turning countries within the beauty industry ” ( Hiscock, Stoddart and Connor, 2004, p.209 ) , the survey revealed that male clients are still enormously conservative about the interventions they come or would come for and the sum of money they are prepared to pass. Possibly, work forces would be more experimental with other interventions designed for them and offered by salons and watering place be at that place more information available, e.g. brochures, cusps or booklets in responses or waiting countries. The same could be said about the male training merchandises, and although the bulk of work forces respondents confirmed that they are familiar with the scope of skin care merchandises available for them, it looks like work forces need more account about the importance of work forces skincare everyday. Work force should be cognizant that merchandises designed for them “ have been developed to reflect the fact that the tegument is more immune, but conversely may besides be more vulnerable, through disregard, abuse or entire deficiency of protective merchandises such as moisturizes and Sun blocks ” ( Hiscock, Stoddart and Connor, 2004, p.209 )

On the footing of the consequences of anti-ageing questionnaires, it can be concluded that people are still non to the full cognizant of anti-ageing merchandises and non yet ready to pass on top branded skin care merchandises merely claiming that they have no clip for it or make non believe they work. Therefore, there should be more articles or other relevant information on anti-ageing taking chiefly at younger people with the chief message: “ Prevention is better than remedy! ” and encouraging clients to look after their tegument every bit early as possible, instead than waiting until marks of ageing hold begun to look and explicating that anti-ageing interventions can non turn back old ages of hapless tegument attention and disregard, nor can it halt the aging procedure. Some interventions can significantly heighten the tegument ‘s visual aspect, but non on a long-run footing or without uninterrupted interventions ( Hiscock, Stoddart and Connor, 2004 ) .


In the visible radiation of the above decisions it is recommended that the College could supply more up-to-date magazines related to beauty and hairdos including enlightening and educating stuff on skin care merchandises and interventions, particularly the 1s available in Barnfield.

Besides a figure of other actions could be undertaken in order to seek to do the clients ‘ waiting experience more pleasant and comfy.

First, there could be some soft music and high chairs in the waiting country and, in spite the fact that this has cost deductions, both receptionists and clients would profit from this. Second, cost deductions will be incurred for suiting a refreshments and/or hot drinks peddling machine, which may be vastly utile during both cold and hot seasons, particularly holding in head that a few clients complained about the waiting country being excessively cold and, even more significantly some interventions can non be performed if the client is excessively hot or excessively cold.

Theoretically, the improvement of Barnfield College Salon and Spa public presentation can be assumed as a logical result if all the steps are taken by its directors.


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