ohio 8 hour esthetician package

Copyright 2008

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Ohio 8 Hour Esthetician Package

www.cosmetologycampus.comP: 1.866.861.1985E: [email protected]

Ohio 8 Hour Esthetician Package Package Description This course package provides the necessary eight (8) hours of continuing education for an Ohio esthetician holding an active license. Estheticians are permitted totake any course dealing with cosmetology services, which would include hair, nail, and skin care. The following courses are included: Building Your Career, Hair Color Made Simple, The Easy Way to Become Successful in the Beauty Industry, and Bloodborne Pathogens. Building Your Career Learning Objectives• Define your own vision and goals • Be prepared to make great business choices from the start • Increase your clientele through excellent customer service • Use retail products to improve retention and income • Develop a marketing and promotional plan to make you in demand

Hair Color Made Simple Learning Objectives

• Distinguish the three parts of hair • Understand different hair types and texture • Properly apply highlights and lowlights • Differentiate between the many applications of hair color • Provide good customer service The Easy Way to Become Successful in the Beauty Industry Learning Objectives • Select from career possibilities in the salon and spa industry • Understand the benefits and challenges of apprenticeship program • Write a good cover letter and interview successfully • Establish good work habits and a professional attitude • Boost your retail sales and generate self-promotion campaigns Bloodborne Pathogens Learning Objectives • List risks associated with occupational exposure to blood and other bodily fluids •Take precautions for occupational exposure to blood or other potentially infectious material • Define requirements for an occupational exposure control plan and methods of compliance • Identify requirements for hepatitis B vaccination, post-exposure evaluation, and follow-up • Train employees and keep accurate records of exposure control programs •Describe revisions to the bloodborne pathogen standard covering needlesticks and other and other sharps injuries

Ohio 8 Hour Esthetician Package –Table of Contents TOC 1

Table of Contents

BUILDING YOUR CAREER Introduction ............................................................................................................. BC 1 Learning Objectives.................................................................................................. BC 1 Key Terms ................................................................................................................ BC 1 Lesson 1: Entering the Cosmetology Industry ................................................... BC 3

Introduction to Cosmetology ......................................................................... BC 3 Roles of a Cosmetologist .............................................................................. BC 4 Defining Your Visions and Goals .................................................................. BC 6 Making the Right Choices ............................................................................. BC 8

Lesson 2: Establishing Your Business ............................................................. BC 12 Providing Great Customer Service ............................................................. BC 12 Recommending Retail Products ................................................................. BC 14 Developing a Marketing Plan ...................................................................... BC 17 Being Professional ...................................................................................... BC 19

HAIR COLOR MADE SIMPLE

Course Description ................................................................................................... HC 1 Learning Objectives.................................................................................................. HC 1 Key Terms ................................................................................................................ HC 1 Lesson 1: The Hair ................................................................................................ HC 3

Parts of the Hair ............................................................................................ HC 3 Healthy versus Damaged Hair ...................................................................... HC 3 Hair Types .................................................................................................... HC 6 Texture ......................................................................................................... HC 7 Curl Pattern .................................................................................................. HC 7 Color Theory ................................................................................................. HC 9 Types of Hair Color ..................................................................................... HC 16 Opaque versus Translucent ........................................................................ HC 19

Lesson 2: Methods of Application ..................................................................... HC 21 Introduction ................................................................................................. HC 21 All-Over Color ............................................................................................. HC 22 Highlights/Lowlights .................................................................................... HC 24 Fine Hair Type ............................................................................................ HC 29 Average Hair Type ...................................................................................... HC 30 Thick Hair Type .......................................................................................... HC 30 Straight Hair Type ....................................................................................... HC 31 Wavy/Curly Hair Type ................................................................................. HC 31


Lesson 3: Consultation & Customer Service .................................................... HC 33 Be Prepared for a Consultation .................................................................. HC 33 Listening ..................................................................................................... HC 34 Consultation ................................................................................................ HC 37 Recommending Retail ................................................................................ HC 39

Lesson 4: Checking Out ..................................................................................... HC 42 Closing the Sale ......................................................................................... HC 42 Appointments .............................................................................................. HC 43 Be a Professional ....................................................................................... HC 44 Continue Your Education ............................................................................ HC 45 Keep Up with Technology ........................................................................... HC 48

THE EASY WAY TO BECOME SUCCESSFUL IN THE BEAUTY INDUSTRY

Course Description .................................................................................................. EW 1 Learning Objectives................................................................................................. EW 1 Key Terms ............................................................................................................... EW 1 Lesson 1: Vision and Goals ................................................................................. EW 2

Creating Your Dream Life ............................................................................ EW 2 Visualizing Your Future ............................................................................... EW 2 Goals ........................................................................................................... EW 4

Lesson 2: Career Choices ................................................................................... EW 5 Introduction .................................................................................................. EW 5 Careers in the Salon and Spa Industry ........................................................ EW 5

Lesson 3: Apprenticeship Programs ................................................................ EW 14 Introduction ................................................................................................ EW 14 Make Apprenticeship Programs Work ....................................................... EW 14 Be on the Lookout ..................................................................................... EW 15

Lesson 4: Selecting an Employer ..................................................................... EW 18 Employment and Personal Needs ............................................................. EW 18 Pay Structure ............................................................................................. EW 20 Education .................................................................................................. EW 20 Clients ....................................................................................................... EW 20 Gathering Information ................................................................................ EW 21 Application for Employment ....................................................................... EW 23

Lesson 5: Interview Techniques ....................................................................... EW 25 References ................................................................................................ EW 25 Resume ..................................................................................................... EW 28 Cover Letter ............................................................................................... EW 30 Practice ..................................................................................................... EW 32 Clothing ..................................................................................................... EW 32 Greeting ..................................................................................................... EW 32


Eye Contact ............................................................................................... EW 32 Posture ...................................................................................................... EW 32 Verbal Information ..................................................................................... EW 32 Questions .................................................................................................. EW 33 Call for Interview ........................................................................................ EW 33 Thank You ................................................................................................. EW 34

Lesson 6: Success Tips ..................................................................................... EW 35 Introduction ................................................................................................ EW 35 Receptionist Role ...................................................................................... EW 35 Shampoo Tech .......................................................................................... EW 36 Blow Dry Tech ........................................................................................... EW 36 Cleaning .................................................................................................... EW 37 Day One .................................................................................................... EW 38 Weekly ....................................................................................................... EW 39 Monthly ...................................................................................................... EW 40 Quarterly .................................................................................................... EW 41 Yearly ........................................................................................................ EW 41 Develop Good Habits ................................................................................ EW 42

Lesson 7: Customer Service ............................................................................. EW 44 Introduction ................................................................................................ EW 44 Telephone ................................................................................................. EW 45 Greeting ..................................................................................................... EW 45 Consultation ............................................................................................... EW 46 Service ...................................................................................................... EW 47 Check Out .................................................................................................. EW 49

Lesson 8: Client Records .................................................................................. EW 51 Know What to Record ................................................................................ EW 51 Types of Files ............................................................................................ EW 52 Update Records ......................................................................................... EW 52

Lesson 9: Listening ............................................................................................ EW 53 Introduction ................................................................................................ EW 53 Characteristics of Listening ....................................................................... EW 53 What Kind of Listening Do You Do? .......................................................... EW 53 Reasons Why We Do Not Always Listen Effectively .................................. EW 54 Three Types of Listening ........................................................................... EW 54 Skills to Become a Good Listener .............................................................. EW 55

Lesson 10: Increase Your Income .................................................................... EW 57 Creative Ways to Make $$$ ....................................................................... EW 57

Lesson 11: Recommending Retail .................................................................... EW 60 What is Retail? .......................................................................................... EW 60 Why Recommend Retail? .......................................................................... EW 60 Benefits of Retailing ................................................................................... EW 60 Retail Benefits Clients, Too ....................................................................... EW 61 The Secret to Selling Retail ....................................................................... EW 61 Set Goals, Track and Reward .................................................................... EW 63 Product Knowledge ................................................................................... EW 63


Lesson 12: Marketing and Self-Promotion ....................................................... EW 66 Introduction ................................................................................................ EW 66 How to Start ............................................................................................... EW 67 Image ........................................................................................................ EW 67 Phone Number .......................................................................................... EW 67 Printed Materials ........................................................................................ EW 67 Business Cards ......................................................................................... EW 67 Postcards .................................................................................................. EW 68 Newsletters ................................................................................................ EW 68 Web Page .................................................................................................. EW 68 Advertising ................................................................................................. EW 68 Media and Public Relations (PR) ............................................................... EW 69 Beware ...................................................................................................... EW 70 Goals, Tracking and Adjustments .............................................................. EW 71 Walk-in Clients ........................................................................................... EW 71 Get Business Yourself ............................................................................... EW 71 Sphere of Influence ................................................................................... EW 71 Referrals .................................................................................................... EW 74

Lesson 13: Being Professional ......................................................................... EW 77 Look Professional ...................................................................................... EW 77 Be On Time ............................................................................................... EW 78 Make “Appropriate” Conversation .............................................................. EW 78 Get Involved in the Community .................................................................. EW 78 Continue Your Education ........................................................................... EW 78 Keep Up With Technology ......................................................................... EW 82 Knowledge is Power .................................................................................. EW 82 You Can Create Your Dream Life! ............................................................. EW 83

BLOODBORNE PATHOGENS – OSHA 1910 SUBPART Z Course Description ................................................................................................... BP 1 Learning Objectives.................................................................................................. BP 1 Key Terms ................................................................................................................ BP 1 Lesson 1: Introduction to Bloodborne Pathogens .............................................. BP 3

Background and History ................................................................................ BP 3 Risks of Occupational Exposure .................................................................... BP 4 Precautions and Preventative Measures ....................................................... BP 5

Lesson 2: Control and Compliance ...................................................................... BP 7 Exposure Control Plan Requirements ........................................................... BP 7 Methods of Compliance ................................................................................. BP 8

Lesson 3: Understanding Hepatitis B ................................................................. BP 11 Risk Factors ................................................................................................. BP 11 Transmission Prevention Strategies ............................................................ BP 11 Employer Requirements and Services Provided ......................................... BP 14


Lesson 4: Communication and Training ............................................................ BP 17 Warning Employees of Hazards .................................................................. BP 17 Training Requirements ................................................................................ BP 17 Recordkeeping Requirements ..................................................................... BP 18

Lesson 5: Revisions and Additions to OSHA Standards .................................. BP 20 The Needlestick Safety and Prevention Act ................................................ BP 20 Bloodborne Pathogen Standards ................................................................. BP 20 OSHA’s Revisions to 1910.1030 ................................................................. BP 21

Ohio 8 Hour Esthetician Package – Building Your Career BC 1

Building Your Career Course Description Cosmetology is a service industry that provides a great outlet for one’s creativity; however, the success of beauty professionals, whether they are the hottest editorial hairstylists or first-year trainees, depends on their ability to service their clients well, thoroughly and with a smile. This course is designed to give you an overview of the cosmetology industry as well as teaching you some of the tricks of the trade. While introducing the fundamental theory and practices of the cosmetology profession, the course unfurls a whole lot more true insider knowledge. Emphasis is placed on professional practices and safety. Learning Objectives

• Define your own vision and goals • Be prepared to make great business choices from the start • Increase your clientele through excellent customer service • Use retail products to improve retention and income • Develop a marketing and promotional plan to make you in demand

Key Terms Cosmetology – The study or art of cosmetics and their use; the cosmetic treatment of the skin, hair, and nails. Electrologist – A person who removes hair, warts, moles and birthmarks by means of an electric current applied to the body with a needle-shaped electrode. Esthetician – A person versed in the theory of beauty and artistic expression and who is skilled in giving facials, manicures, pedicures, and other beauty treatments. Facial – A treatment for the face, usually consisting of a massage and the application of cosmetic creams. Goal – The purpose toward which an endeavor is directed. Nail Technician – A person who performs manicures and pedicures; cleans and buffs nails, trims cuticles, and paints with nail polish.


Permanent makeup – Also called cosmetic tattooing, it is the placement of pigment just beneath the epidermis of the skin for aesthetic reasons. Vision – Competence in discernment or perception; intelligent foresight.


Lesson 1: ENTERING THE COSMETOLOGY

INDUSTRY This lesson focuses on the following topics:

Introduction to Cosmetology Roles of a Cosmetologist Defining Your Visions and Goals Making the Right Choices

Introduction to Cosmetology

Cosmetologists care for people's hair, skin, and nails. They are in the business of making people look good and feel good about themselves. As busy consumers increasingly seek to pamper themselves, the job outlook for this profession is improving dramatically. However, the demand for qualified cosmetologists far outweighs the number available to fill job slots. Cosmetology: A “Feel Good” Business Whether you work for someone else or for yourself, the first step is always to take ownership of the business and get in control of your future in the industry. There’s a very thin line between starting a successful career and falling flat on your face with the first step you take. This is especially true for a service industry like cosmetology. If you know how to provide your services while maintaining a cheerful demeanor, you are sure to thrive in this industry. The beauty industry has evolved a great deal over the last few decades and is in its full boom these days. It seems that every day a new spa or salon is opening in towns and cities across the United States. Thanks to beauty magazines like Style and People, more and more people are becoming aware of how they can improve their appearance and look good. Each season these magazines tout new hairstyles, update makeup styles and new skin-care techniques corresponding with the beauty whims of Hollywood celebrities, who are adored – and sometimes imitated – by people all over the nation. Evidence that the beauty industry is experiencing success is everywhere. There was a time when professional hairstyling, manicures, and facials were affordable only for the rich and the elite. Now almost everyone can afford to pamper themselves. These days, more and more women have started working outside their homes, and have realized how important it is to look well groomed and stylish in the corporate world. There has also been an increase in the


demand for spas as stressed out women seek to get away from their full-time jobs and families and enjoy relaxing massages, facials, and special services. Over the last decade, men have also started spending time and money on personal care services in increasing numbers. A survey in 1999 revealed that about twenty-five percent of clients visiting spas were men. More recently, men just don’t think of these salons and spas as mere "beauty shops”. They have learned to appreciate the importance of personal care as well. These days, a great uproar has been created about the development of many new products that promise to stop or even reverse aging. This has radically increased demand for facials, peels, and other skin procedures. Hair colorists revitalize graying hair, electrologists remove unwanted hair and make-up artists help clients retain their youthful looks. The aging of the "Baby Boomers" translates into more business. Due to the increasing demand, salons can be found almost everywhere. No matter where you live, in a big city, or suburb, you can almost certainly find a salon within a few miles of your home. These days, you can find salons in department stores, shopping malls, hotels, hospitals and retirement communities. Some cosmetologists even offer in-home services to clients who cannot travel to their salons. Those working in the television, theater, or film industry set up their stalls backstage or in the wings and are always ready to touch up a celebrity's makeup or hairstyle. Many cosmetologists are also required in the fashion industry to style hair and apply makeup on models for photo shoots or live fashion shows. Nowadays, cosmetologists can also be found working in funeral homes. Cosmetologists must take pride in their ability to transform the ordinary into the extraordinary and to watch their clients' moods and attitudes change. The delight and appreciation of a satisfied client is one of the most rewarding aspects of this job.

Roles of a Cosmetologist The dictionary definition of cosmetologist is “an expert in the use of cosmetics;” however, in real life a cosmetologist is involved in so much more than that. Essentially, a cosmetologist is a beauty professional who is licensed to perform services for the public. These services range from styling hair to providing massage therapy and manicures.


The table given below gives an overview of the roles of a cosmetologist:

Role Description of Tasks

Hairdresser/Hair Stylist Cuts, shampoos, conditions, colors, perms, straightens, and styles a client’s hair. Hair coloring has become very popular in the last few years; on the other hand, perms have decreased in popularity over the past years.

Nail Technician Performs manicures and pedicures; cleans and buffs nails, trims cuticles, and paints with nail polish. Some nail techs also know how to apply air brushed images and jewels on to their clients' manicures or pedicures.

Electrologist Performs electrolysis, which is permanent hair removal using an electrical current. This service can either be performed at a salon or at a medical facility.

Esthetician Provides a wide range of skin care services including hair removal, waxing, facials, and procedures designed to combat the effects of aging.

Make-up Artist Applies make-up that is either temporary (cosmetics) or permanent (such as tattooed eyeliner). Make-up artists who work with cosmetics may work in salons, department stores, theaters, or perform house calls.

Massage Therapist

Some of the types of massage a therapist may practice include Swedish, shiatsu, sports, reflexology, lymphatic drainage, Reiki, aromatherapy, rehabilitative, craniosacral, or polarity. Massage therapists can work in salons, spas, health clubs, cruise ships, hospitals, or private practice.

School Instructor Develops objectives for a classroom, makes lesson plans, gives presentations, develops test questions, and, most important, helps students become successful beauty professionals.

Salon Manager Coordinates all of the day-to-day activities and events that keep the salon running smoothly.

In some states, the cosmetology license permits you to perform nail care, skin care, and make-up services as well as hairdressing. In other states, separate licensing procedures have been established for nail technicians and for estheticians. Electrologists, massage therapists and permanent make-up artists almost always have to have separate licenses.


Defining Your Vision and Goals Vision Before starting your career, you must have a clear vision of what you want to achieve. Successful entrepreneurs and intrapreneurs are those who can visualize how their future will unfold. They have a clear picture in their mind of what direction they want their company to take and they always have a plan to take their business from conception to realization. We all want to be rich and successful. But all this is possible only if you can clearly visualize yourself being successful and have a strong desire to make it happen. Note: In short, a vision is an idealistic outlook of what you can become. Successful people have certain personal traits that distinguish them from others. They are consistent, passionate and possess the desire, determination, confidence, and high self-esteem that are required to be successful. Everyone makes mistakes; we are all human, after all. However, successful people don’t let themselves become discouraged by failures; instead they learn from their mistakes and turn their bad experiences into learning tools. The most notable trait of successful people is that they keep pressing toward the future without getting dragged down by failures. Deep down, everyone possesses these qualities, but we all have to polish them until we shine at what we do. With the required vision, determination and hard work coupled with a little bit of luck, you can get your life on the road to success. Your can be as creative and passionate about your dream as you want; after all, it belongs to you. Always remember to dream from your heart and do not let anything discourage you. When creating a vision for the future, you must be truly passionate and have strong desires about the direction you are going. Own the idea of what you want to achieve in the future. So, what is your vision? Plan it, work it, live it! Goals Nothing happens overnight. People who want to take short cuts in life almost never get anywhere. In order to achieve your vision, you will need to start off by taking one step at a time leading you to achieving your grand vision. These smaller steps or intermittent objectives are called goals.


A goal is an expected result toward which you direct your effort. Therefore, a goal is something toward which you are willing to expend hard work and effort in order to achieve. The amount and intensity of effort exerted is dependent on you as an individual and how important the goal is to you. There are three key elements of a goal. These are:

• An accomplishment to be achieved.

• A quantifiable outcome.

• A specific date and time to accomplish the goal. Therefore, a goal is a specific, measurable accomplishment to be achieved within a specific time frame. The benefits of setting goals are not hidden or ambiguous. Goals establish direction for your life and help identify results. If no goal exists, you cannot exactly measure your progress. Goals also challenge you to grow and step out of your comfort zone. Setting goals also improves your self-image; it improves you today and makes you feel better for tomorrow. Goals give you confidence as vagueness and doubts are replaced by focus and concentration. Goal setting forces you to be specific. Goal setting is the first positive and obvious step to success. One quality that distinguishes successful people from others is that they are intensely goal-oriented. They know exactly what they want and they are single-mindedly focused on achieving it, every single day. Your goal-setting ability is a primary skill that ensures success. Goals allow you to think positively and release ideas and energy for goal attainment. If you ask any successful person what he or she thinks about most of the time, most of the time you will receive the answer that they think about what they want, and how to get it. On the other hand, unsuccessful people think and talk about what they don't want most of the time. They are usually busy blaming others for their problems and worries, instead of focusing on achieving what they really want. But successful people always know how to steer their conversations and thoughts to the topics that are tied with their desired goals. Note: Goals have a time line which has to be followed to achieve success; many dreams never get beyond mere visions. However, a goal is a strategic plan to get to the end result. It is good practice to make a game plan everyday and have your goals in writing. Writing down your goals makes them more definite and concrete. If you feel


overwhelmed, you can break down your tasks into small units, and assign a deadline for each sub-task. While working toward your goal, it is very important to keep track of your results. Tracking helps you maintain focus as it shows all goals that are completed and it shows whether your efforts are paying off or not. Another important thing to remember is that you must set realistic and achievable deadlines for your goals. Also, identify specific rewards for those achievements. You must not get discouraged and give up if you occasionally miss a deadline; just track back, review your goal and readjust your deadline. The rewards that you tie with your goals don’t have to be too ostentatious. Studies show that the level of satisfaction lasts the same amount of time for both large rewards and small rewards. So it is better to reward yourself more frequently with smaller prizes. Stay focused and within a budget. Some incentives for achieving your goals include going for window shopping, taking some time off to relax or going for a picnic. The time you spend enjoying your rewards will not only relax your mind and body but also help you generate more ideas about your business. Note: A good way to ensure that your efforts are focused towards your goals is to tie your goals with specific rewards. Of course success does not come overnight or even within a few days or months. It is important to give yourself at least three years to see significant results. The essential thing to remember is to keep a positive outlook, make adjustments to the game plan when necessary, and stay on the course.

Making the Right Choices Making the right business choice is the next thing in line that needs to be worked out after you have determined your goals. A wide variety of opportunities are present in this industry where you can bring out your best through your creative side. You can choose to become a stylist, barber, nail technician, esthetician, make-up artist, massage therapist, educator, freelancer, distributor, sales person for a product manufacturer, receptionist, coordinator or a manager. However, these positions are but a few to begin with. This is the first step towards deciding which field to specialize in. The next step is to decide on the location of your workplace. Nowadays, salons or barbershops are required at different places like medical offices, resorts, cruise ships, movie sets, product manufacturing companies, beauty wholesalers, or at schools.


It is essential to determine your work hours in advance, so that both your social life and your work life can be managed easily. This is why it is beneficial to decide if you want to work full time or part time. Work hours also establish a profit figure for your business. A simple rule applies here. “The more effort you put in, the better result you achieve”. Thus, the more hours of hard work you put in, the more profits you will reap. It does not matter whether it is your own business or whether you are employed with someone else; you have to decide on the work hours. Besides this, you also need to give deep thought to your future and what lies ahead of you if you obtain this position. You must think about the following elements when deciding about a particular position:

• The days you want to work.

• The number of hours you want to work.

• The type of job you require.

• The compensation you would like to have.

• The jobs that you cannot accept. However, these are not all the aspects that need to be figured out. Your personal factors should also be considered. It is beneficial to figure out which place of employment to begin your work with. An organization where there is opportunity for personal growth should be your main focus in order for you to get maximum exposure in that field. In order to become employed by such an organization you should be well prepared in advance for any questions that the employer might put forward. Therefore, it is very important to know all about the company. Knowing about the competitors in the business gives an insight to the trend setters in this industry and also a way to decide on the target market that needs to be reached in order to become successful in the vicinity as well as in the far flung areas. Information can always be obtained from different sources such as the internet, magazines, classified ads, newspapers, TV commercials, from radio ads and so on. Besides this, you can also get first hand information by visiting the company you want to work for as a customer to see the quality of customer service they are providing. This gives you an insight into what flaws or good points the company has and how the company can further improve on customer services. This way, during an interview it becomes easier for you to give your feedback and innovative ideas. As a result, it becomes a plus point for you to get into such a good organization. You can find out about the pay structure and benefits by talking to the current


employees. You can also find out about their experiences with the employer and if there are any opportunities for growth. You may also want to find out about the client distribution, who gets them and how. The next step is preparing for the interview. In order to get an interview appointment, you should call up the manager and request a meeting. Since you are the one initiating the interview process, you must be prepared to interview the next day. You must not go for the interview without a résumé. A résumé is a synopsis of your skills, experience and educational background. Your résumé should be brief and should not be more than one-page long. To make your résumé more appealing, you can highlight key areas such as titles, accomplishments, training and education. Your references should be attached to the back of the résumé. Don’t forget to give your references a heads up on the calls they might receive from potential employers. Before you go for the interview, find out what your prospective employer may ask you and practice answering those interview questions. You can ask a friend or a colleague to assess your interview skills and give you pointers on how you can improve. Ask them to pay particular attention to your delivery, eye contact, posture, nervous gestures, fidgeting and level of confidence. Some common interview questions include:

• Tell me about yourself. • What do you see yourself doing five years from now? Ten years from

now? • What are your long-range career objectives? • Why did you choose this career? • How well do you work with people? • How would a friend describe you? • What would your last boss say about your work performance? • Why should I hire you? • What makes you qualified for this position? • What do you think it takes to be successful in a company like ours? • In what ways do you think you can make a contribution to our company? • What’s the most recent book you’ve read? • What two or three accomplishments have given you the most satisfaction?

Why? • Describe the most rewarding experience of your career thus far.


• Why did you decide to seek a position in this company? • What can you tell us about our company? • What do you know about our competitors? • What two or three things are most important to you in your job?

In an interview, your attire plays a supporting role. Your attire reflects how seriously you take the interview process and how well you understand the nature of the industry. In the cosmetology industry, customer contact and the image presented to the customer is critical. Therefore, in this industry, your prospective employer may judge your attire more critically. Your attire should be appropriate and well-fitting; make sure to dress smartly but conservatively. Note: Remember, when dressing up for an interview, less is more! Once you arrive at the location of the interview start with a smile and eye contact. Shake hands when meeting the interviewer. The company is looking for candidates who have strong skills, who are prepared, confident, positive, attentive, interested and can fit into the work culture. Your interview starts when you step into the employer’s office. Make sure to smile and keep a friendly demeanor. After the interviewer is finished with his or her questions, make sure you ask questions about the company, the environment, pay and when you will be required to join the company, if hired. Before leaving, thank the interviewer for taking time out of their busy schedule to meet you. It would reflect well on your part if you send a follow-up letter to thank the company for the opportunity to interview. Also you can add anything that you forgot to mention during the interview.

This concludes Lesson 1.


Lesson 2: ESTABLISHING YOUR BUSINESS This lesson focuses on the following topics:

Providing Great Customer Service Recommending Retail Products Developing a Marketing Plan Being Professional

Providing Great Customer Service Cosmetology welcomes people from all walks of life, giving them a chance to grow confidence, enhance beauty and care more about themselves resulting in an overall good feeling. In going beyond asking whether or not a particular thing is beautiful to asking what all beautiful things have in common, this industry has flourished with standards based on providing intricate services in the simplest ways. Having worked on vision and goals and how to make great business choices from the start, let us now discuss how you can increase your income through excellent customer service. Caring about your customers goes hand in hand with immediate appreciation. Giving a new look does not only mean you do your job for what you are paid for, it means doing your job in a way that changes the way a person feels from the time the customer steps in to when he or she steps out. Make each customer feel as important as a celebrity; you should treat customers like they are special; make them feel important so that they know they are being taken care of. An important thing is to get the attention of a potential client with excellent customer service from the very first contact. While on telephone calls with clients, it is important to be warm and energetic. You should be highly informative as well as patient and courteous while talking to your clients. When a customer walks in, the first thing to do is look him or her in the eye with a smile. Your contact begins from the moment you greet the customer with a ‘hello’. However, it is not enough just to say ‘hello,’ ask the customer how they are doing, offer a drink or a magazine and a comfortable place to sit and try to reveal what is on their mind during the visit. Observing a client is very important. The way a client dresses tells you a lot about the moods of the clients. Learn to observe the obvious: skin, hair and nails


and remember to maintain eye contact as the customer, during a consultation, wishes to be understood as if his or her problem or desire is not theirs but yours. You should always be attentive and encourage clients to speak without interruptions of any nature. That means you must not look elsewhere, and you must avoid phone calls during a session. Once the customer has told you everything they wish to let across, you must summarize what you think should be re-confirmed. Understanding what your client wants from you is extremely important as it shows how deeply you have analyzed what was said during the consultation and re-confirming authenticates your interest in fulfilling the client’s desire. Communication always paves a way to a better and much-understood experience; therefore, you must always summarize what you identify from a conversation with a client. The art of dealing with a customer is all that it takes to make the contact an opportunity to last a lifetime. Offering opinions at the right time always enables your client to open up in a much better way and it can certainly be used as a tool for a continued discussion. Also, offering opinions serves to make your client feel just how important he or she is for you. While advising the client, it is imperative to show the product line and the set of services you offer or suggest for their use. Each product should be explained by revealing its features and what its use will bring about. Not only will this service impress your customer, it will help to achieve customer satisfaction. Consultation enables you to market your services in a wider way. After fully understanding your customer and wanting to give them the best service, you could always suggest what possible options he or she might have available because the next step towards providing a quality service is chalking out the plan of action. Before reaching the end of a consultation, you must process what there is to be taken care of. It is highly likely that the client will go through the set of services offered and just stick to his or her initial request; but once the client leaves satisfied, there is no doubt that he or she will return for more services as a result of knowing what else is offered. If your client opts for a hair-cut, he or she is still entitled to experience the up-grade services at your salon. What could be better than to let the customer build their opinion from a true salon experience than from just talk or brochures? You must know that once you have achieved making your customer happy, he or she is bound to return and that business will develop through existing customers as their satisfaction paves a way to easy referrals. Offer your clients free eye-brow shaping while introducing treatments or services that are not too expensive and a matter of five to ten minutes at maximum. Remember, charging the customer is your right but you only earn that right when you have the customer just where you want as a result of an unmatched quality


of service. Repeatedly tell yourself, there are a million and one places where your clients could get what they are there for and that you will not leave a stone unturned for that bit of extra effort you need to put into all of your gestures to make it a rich experience for the client. Remember, your service, not the bill, should surprise the customer. But to get the customer into the salon, you have to give in. Since there are no traffic jams on that extra mile of service, going beyond what is expected is where you should be placing yourself. Your business will grow in volume only if you know how to channel the services to the client. Assess yourself before letting your customer assess you on a scale of five from ‘Very Satisfied’, ‘Satisfied’, ‘Neutral’, ‘Dissatisfied’ to ‘Very Dissatisfied’ and asses the reason behind the evaluation. Surprisingly, behind an assessment of ‘Very Satisfied’ is always the extra effort you put in to serve your clients with a level of care beyond their expectations. You should not hesitate in providing a sample of your services. A free touch-up, a short scalp massage, a soothing foot massage, face steam, shampooing or a manicure, any service associated with your name is sure to bring not just the customer but his or her friends and family into the salon. How? It’s simple, since you are a service provider, you should know the extent to which you have been able to achieve customer satisfaction; have a short survey form filled in by the customer. The form should sufficiently cover the necessary details and contact information and of course an email address since the electronic media is widely used and is by far the cheapest medium of reaching out to your customers. Such a form should cover all the information you require in your salon’s database or personal records. E-mail a thank-you note to your clients. Send them all the information you can on any special deals, special services or discount packages. The best way to get a steady hold of your customer is through pre-booking their next appointment with you. Never ask your client about pre-booking, just let them know when it is important for them to return for a quick re-fix or an overall make-over. Let your customers know that their return is important to them and that your availability is limited. Reminder calls always help in keeping pre-booked appointments. Just when you know your customer is ready to take off, offer a few product samples that you might have used on your client and hand over the names of products you have used on a separate sheet of paper. Guide your client to the checkout desk, ask again if you can do anything for them and thank your client for their visit. You will notice your customers will thank you for providing such a high quality service experience.

Recommending Retail Products If you are a beautician, it is obvious that if you’re selling beauty products apart from grooming individuals, you will increase your profit. Clients like to learn about


good products that would suite them and improve their appearance. For instance, if a young woman with below shoulder length frizzy hair walks in and asks for a hairstyle defined as “steps”, after giving the young lady the hair cut, you can show her which products to use to get rid of the frizziness and make her hair appear silky and smooth. In this case, you will introduce your client to a brand of shampoo that controls frizzy hair, and to a serum. When you apply the serum to your client’s hair, after blow drying her newly cut hair, she will be able to see how wonderfully silky and smooth her hair becomes. Naturally, she will be eager to use the product again, and have access to it at home. At this point you should hand over the serum bottle to your client and let her read the instructions, smell the product, see what the bottle looks like and what brand it is. After this, you can offer your client a bottle, and give her a small discount on the product. At the back of the bottle, you can place a sticker with your name on it, the name of your salon and your telephone number. This will help her remember which place she bought the product from, and she’ll remember to buy a bottle from you on her next visit. You will come across all sorts of clients, women and men with dandruff, dry hair, rough and brittle hair, acne prone skin, oily skin, dry skin, weak nails, etc. You must closely observe each client’s hair, nails and skin. Prior to stocking products at your salon, you must study which products are the most popular in the market and have the highest sales. Second, you must try out the products on yourself or your friends and family. For example, if your sister has greasy and dandruff-prone hair, you can give her a collection of anti-dandruff shampoos. You must then ask her to use the products one by one and tell you which products she found to be the most effective. If you are testing hair dyes, you can try them out on your own hair or on a friend’s hair. Since young people are very fond of highlights and low lights these days, it should not be too hard to find eager volunteers. For instance, you can put a sign outside your salon that says “Free highlights and lowlights. First come, first serve basis. First five people get the treatment free”. This will allow you to not only try out different brands and see which one produces the best results, but it also allows you to practice using the product. If you have an acquaintance with brittle nails, offer them a free nail treatment. If you are trying to compare four different nail strengthening products, apply a different product on the nails of each hand and foot, make a note of which brand you applied to the left hand and which brand you applied to the right hand or foot. This will make it very easy to compare results. If you don’t want to try out the product on yourself, then try it out on your spouse or your girlfriend or boyfriend. If you are afraid that an error while applying or selecting the product will produce disastrous results, use discretion when offering a free treatment.


On a more serious note, if, for instance, you are trying out a skin product or any other product with an element of risk involved, please exercise caution because you can be sued in case of any sort of damage to a person’s appearance via their skin, hair or nails. Read the instructions on each product very carefully and make a note of the products that may contain chemicals that clients may be allergic to. Certain people suffer severe allergies to certain brands of hair dyes. You must carry out an allergy test for each client, and at its conclusion you must tell them which brands will suite them and which they must avoid at all costs. Different brands and information related to them must be readily available at your salon. Set up an area where you display the products on your shelves. Produce a catalogue of all the products available, the benefits of each product and the hair or skin type each product suites the best. When dealing with skin products, you should make an appointment with a known dermatologist and ask him or her about which products would be most effective. For instance, some research shows that dandruff is linked to acne; so if an individual can control the dandruff, his or her acne should also decrease, since both acne and dandruff are caused by seborrhea or excessive production of oil by the oil glands. If a person with greasy and dandruff prone hair and acne walks into your salon, you must wash their hair with a good anti-dandruff shampoo, giving them a free trial. Recommend specific brands to your client. Offer to apply an oil absorbing facial mask for free and recommend soaps and other over the counter treatments for acne prone skin. Request the companies whose brands you are using to give you free samples so that you can recommend their products to your clients. Even if this is not possible, offer discounts for the product on a first visit. Basically, you must gently convince your client to try out the product you are recommending to him or her. After booking your client’s next appointment, take the client to the retail area and show him or her how to locate the products you have recommended. It would be a good idea to create a recommendation sheet for each client that shows all the products used to achieve the final outcome. Give a copy of this sheet to the client at the end of the visit. The recommendation sheet will help the client remember which products were used during their visit. The other copy that you keep with yourself will help you remember which products you used on the client in question, and which products drew a favorable response from the client. Also, you can create highlights and lowlights of different shades using different products on wigs. You can place these wigs on plaster heads in your display area. Another alternative would be to have a computer in your salon, which has special software which shows clients how they will look with different hair colors


and hair styles. Another effective way of advertising new accessories is to wear current selections of accessories. This is one method of displaying available merchandise. In addition, use the tools that are carried in the establishment and explain their use to your clients.

Developing a Marketing Plan The marketing plan plays an instrumental part in directing and coordinating the market effort. A good marketing plan is vital to the success of any business. You're in business to serve your customers’ needs. You will not succeed if you don't know who your customers are, how to reach them and, most importantly, what will convince them to buy your services or products. Effective marketing, planning and promotion starts with gathering information about the industry. You can collect information by researching the Internet, visiting your local library, talking to customers, and studying the advertising of your competitors. After you have formulated a set of goals and objectives that you wish to achieve, you must have a road map to work from. Your marketing plan serves as a road map and helps identify how to get where you want to go. A marketing plan also helps you to maintain perspective and stay on the right course. Your marketing plan must be written down but it must also remain dynamic. The marketing plan may have to be changed occasionally as external factors change. The main thing you want to achieve through your marketing and advertising efforts is to establish customer loyalty. Most employees are not involved in any promotional activities and usually expect the salon or spa to build the business. However, in order to get more customers and retain them, each employee must put in some effort and focus on generating business themselves. Word-of-mouth advertising and good public relations are the best ways of promoting your business. Clients can be obtained from your own circle of friends or acquaintances. In this industry, most people like to go to places which their friends, family or acquaintances recommend. You can start by making a list of everyone you know from family members and friends to your drycleaners and teachers. You can then work on creating a database by gathering as much information as possible like addresses, phone numbers, and e-mails. A surprisingly large amount of information can also be found on the Internet. Now you are ready to start calling your contacts and advertising your salon. Don’t


forget to prepare a short script of what you will say to them so you come across as a confident person. You can also tell your contacts about the range of services you provide and how they can get complimentary services for free. You can follow up the phone call by sending out a piece of direct mail with detailed information about your salon’s location, timings and services provided. You may also include your business cards and a map to your salon with easy-to-understand directions. You should send a piece of direct mail every six weeks for at least 2 years. If you start providing any new services or products, you should announce it in your mailings. Also, include information about any promotional services you are willing to offer, like free seasonal makeovers or manicures. Note: A good strategy to promote your salon would be to include a gift certificate offering a complimentary service with your mailings. After a client’s first visit, don’t forget to send a thank you note to the client and also to the referring client. You competitors could provide you great referrals. Sometimes people move, or change careers and they refer their clients to others. If you maintain good relations with your competition, they will refer their clients to you. Another way to increase your business is to build a consistent and high quality marketing campaign through detailed planning. A focused image is very important for promoting your business. Select an image for your business, for example, color expert, clean medical esthetician, photography make-up artist, or fashionable makeover specialist. Then develop a logo for all your marketing materials that matches your image. It is very important for you to make the customers feel that they have direct access to you at all times. Therefore you should check your voice mail and email several times a day to ensure exceptional customer service. If your budget allows it, you can also advertise your salon in local newspapers and magazines. However, such methods of advertising are a very expensive way to generate new business. A better alternative would be to send a feature story to the local media once a month highlighting your services and the accomplishments of your employees. Remember, the key to any successful business is to stay focused, positive, consistent, and professional in all your marketing efforts. To see how your efforts are paying off, you must track the results of all your marketing and promotional pieces.


Being Professional Since research has shown that less than 5% of the population is interested in experimenting with radical hair styles, makeup and clothes, this means that the vast majority of your clientele will fall into the conservative slot. Research also shows that people assume that your personal appearance will reflect upon the work you do. Clients will be turned off by a sloppily dressed hair stylist who really needs to use deodorant or has splashes of his/her lunch on his/her clothes. Less than 5% of the population likes to experiment with radical hair styles and colors! The majority of your clients will be hesitant in handing themselves over to a beautician with a fiery red Mohawk, black lipstick, raccoon style eye makeup and tattoos. Let’s say, out of three hundred clients who walk into your saloon, only two or a maximum three will be impressed with your highly original style. You may start attracting a few members of the motorcycle gangs, but keeping in mind that you are not a tattooist, and keeping in mind that you will have a highly limited clientele, your profit making capacity will fall drastically. In fact, if you know what segment of the population you want to target, for example, if you want to target the elite and the well-to-do professionals, study how they dress and try and dress in a manner similar to theirs. In short, in order to ensure that you are a big hit with the majority of the people who will come to your salon, bathe regularly, wear clean, ironed and stylish clothes, apply light makeup and avoid loud colors and accessories. Make sure that you have a stylish and neat hairdo that suits you. Also, ensure that your hands and nails are clean and smell nice. Manicure your nails. Appear to be thoroughly groomed so that your clients can trust you to do the same for them. You will make a favorable impression on your clients by behaving in a sophisticated and polished way. Your manner of conversation should be gentle and polite. Display good manners. Be punctual and avoid chewing gum or making any other rude noises. On the other hand, don’t over-do it and end up looking fake with an affected manner. Your salon should be well-kept, clean and orderly at all times. Use pleasant air fresheners, and have cleansing products close at hand. The second thing that you must keep in mind is that many customers go to salons not only for treatments, but also because they get to bond with and talk to other people, including their stylist. So you have to try and be a good conversationalist. You must gauge if your client is the quiet or talkative type, is an extrovert or an introvert, etc. Try to increase your knowledge about current events; participate in charity


events, and in community services. Gauge what each client’s interests are and engage them in conversation about it. You must keep abreast with the current trends and information in your industry. Talk about the latest trends and products; this will not only awaken the client’s interest in beauty products, but will also give them the impression, and mind you, the correct impression, that you are very well informed and a master in your field. You knowledge will increase your client’s confidence in you and your abilities. Make an effort to educate yourself. Read the latest articles on health and beauty. Do some research; either subscribe to good health and beauty magazines, or borrow some from the local library. Learn how to use different types of computer software that are used by salons and spas. This will give your salon a more high-tech and sophisticated look. It would also allow clients to see themselves in different hairstyles and make-up. This will not only prove to be an exciting experience, it will also enable clients to be more comfortable in experimenting with their looks and deciding what would look best on them. It will also make it much easier for you to satisfy your clients, as they will select the looks that they like the best. You can take a class at a community college for training in how to use various types of software used in salons. When you take classes and attend public events, you introduce yourself to a large number of people. You get to make many new friends, and people who like you and your looks may want to try out your salon. It is a way of advertising and selling yourself. From the profit you make, invest a small amount in buying new products, or a few objects, such as cushions, to beautify your salon or make it more comfortable. Keep some books and magazines in the salon, so clients can read while they wait for their turn. You can even add a coffee machine. Once your business is more established, you can also sign a contract with a good food company, and add a vending machine from which clients can get juices, soft drinks, low fat snacks, or sandwiches. When we come to the business side of your profession, there are a few things you must be very particular and consistent about. Keep a daily record of your profits and expenses, think of ways in which you can boost profits and cut expenses without compromising on quality. Keep your daily receipts in an envelope in a safe place. It will save time when taxes need to be prepared. You can seek the advice of a consultant or a person experienced in financial matters. Speak to other hair stylists as well. This will give you an idea of what your paycheck should be, so that you know what you are striving to achieve. After following this dollop of advice, allow yourself three years to see life-changing results. Don’t gasp in shock or groan and moan at the length of time this may take. Be positive and optimistic. After all, you have chosen this


profession and were brave enough to rise up to the challenge. Keep your end goal in mind, set daily profit targets, and visualize on a daily basis that your business is blooming and blossoming into the most popular salon in the city. Creative visualization is known to work wonders. It boosts your creative side and kicks the right hemisphere of the brain into action. Plus, you will develop great confidence in your abilities and know how artistically gifted, creative and skillful you can be. You are an exceptionally talented individual who will, by the grace of your efforts, make it BIG. Be consistent with marketing and promotional pieces and always prepare them in advance. Give yourself sufficient time to see results, and you most certainly will succeed! This concludes Lesson 2. You have completed Building Your Career and can now begin Hair Color Made Simple. Ten of the 40 final exam questions will come from this course content.

Ohio 8 Hour Esthetician Package – Hair Color Made Simple HC 1

Hair Color Made Simple Course Description Today, almost everyone has his or her hair colored. From the wealthy to the middle class to the very poor, hair coloring is available to anyone who wants it. Some want to look younger by covering gray while others want to restore the hair color they had as children. Then there are those who add color to make a bold and shocking statement. A splash of color here or there adds depth and dimension, and it can make the hair shine. As professionals in the beauty industry, we want to maintain integrity, produce long-lasting color, and stay current with the latest trends. Regardless of how many years you’ve had a professional license, every day is a learning experience. The time to become a great colorist is now. Professional hair coloring is the fastest growing service in the salon or spa industry today. Jump on board to make more money from this easy to learn service. Let’s begin the journey to understanding how to color hair.

Learning Objectives After completing Hair Color Made Simple, you will be able to:

• Distinguish the three parts of hair • Understand different hair types and textures • Properly apply highlights and lowlights • Differentiate between the many applications of hair color • Provide good customer service

Key Terms Baliage – The application of color using small brush strokes directly on selected pieces of hair. Color Wheel – A circular diagram in which primary and complementary colors are arranged. Complementary Colors – Color tones that neutralize each other. Cortex – The middle section of the hair where hair color is held. Cuticle – The outside part of the hair. Density – The amount of hairs that are in each square inch on the head of a customer. Developer – The oxidizing agent that is used to give lift to the hair or give it color.


Highlights – A color treatment that consists of coloring small pieces of a customer’s hair lighter for a desired multidimensional effect. Lowlights – A color treatment that consists of coloring small pieces of a customer’s hair darker which often adds depth. Medulla – The core part of the hair. Primary Colors – The three colors of red, blue and yellow that cannot be created by mixing other colors are the basic colors for all possible color combinations. Retail – Anything that is sold from the salon or spa. Secondary Colors – The colors green, violet, and orange that are created when primary colors are mixed together. Semi-permanent Hair Color – A deposit only color that enhances or darkens the natural shade of color. Texture – How the hair feels to the touch.


Lesson 1: THE HAIR This lesson focuses on the following topics:

Parts of the Hair Healthy versus Damaged Hair Hair Types Texture Curl Pattern Color Theory Types of Hair Color Opaque versus Translucent

Parts of the Hair

First, knowing about hair will make it easier to learn about hair color. Looking at one strand of hair and taking a cross section of the hair illustrates the various layers of the hair. Notice how healthy hair cuticles lay smoothly against the hair shaft. There are three main parts of the hair:

1. Cuticle – This is the outside of the hair. It looks like small shingles lying against the hair shaft. The scales on the cuticles are not visible but they determine shine, health, and the ability for the hair to become tangled. 2. Cortex – The middle section is called the cortex. This is where hair color is held. When hair is opened, the color penetrates inside the hair to the cortex. 3. Medulla – This is the core of the hair.

Healthy Versus Damaged Hair Definitions Healthy Hair – In healthy hair, the cuticle lays smooth. Because light is reflected off the cuticle layer, healthy hair will appear silky and shiny. Damaged Hair – In damaged hair, the cuticle will stand up. The hair will appear rough, breakable, dry, and just plain fried. Overly processed hair also tangles more easily because the cuticles from one strand hook to the cuticles on the strand next to it.


Chemically colored, permed, or straightened hair appears more damaged unless proper conditioning treatments have been given. Damaged hair can be caused from the following: • Excessive heat styling • Pool chemicals • Ocean water • Obsessive brushing • Shampooing with harsh chemicals Here is an example of damaged hair. Notice how the cuticles stand out from the hair shaft or are missing. A dull, flat appearance combined with breakage equals disaster.

Beware of Damaged Hair Take careful consideration when coloring damaged hair, as more damage will result from the coloring process.

• If darkening, damaged hair or ends will grab the base color and go very dark, usually to an undesired shade.

• If lightening severely damaged hair, the hair will melt. It will either fall off at the shampoo bowl or feel slimy when wet and extremely brittle when dry.

Damaged hair will also break if touched. In this instance, the stylist should recommend professional conditioning treatments instead of coloring the client. Be smart and be conservative. It is not worth the money if the client has badly damaged hair because it will cost you more in the end with time spent correcting, breaking the hair, and then hiring a lawyer. When it’s fried and dyed, lay it to the side, and go on to a different customer. The following are steps a professional colorist can use to maintain the health of color-treated hair:

• Extensive Consultation • Correct Formulation • Proper Application of Color


• Awareness of Processing Time • Use of Shampoo for Color Treated Hair • Deep Conditioning Treatments • Recommendations for Retail Products

Conditioning The salon professional should follow a chemical service with a conditioning treatment. Use either or both of the following:

Protein Treatment This is great to fill in the damaged parts of the hair and strengthen the hair shaft. Protein should only be used once a month or every six weeks because too much protein will make the hair so strong it will become brittle and break. Moisture Treatment Moisture treatments help improve the condition of the hair and also retain the color. Moisture treatments can be used often and should be sold as an at home retail product.

Retailing The final step professional colorists use to keep hair healthy is recommending products for retail. Shampoos and conditioners from salons protect color treated hair better for the following reasons:

• They use less harsh chemicals than their grocery store counterparts.

• Salon conditioners contain the proper moisture levels to hydrate parched hair.

• Professional styling aids and tools help the hair look beautiful and shiny. Remove Build-up Hair coated with film from heavy conditioners, excess color, or hairspray will look duller than healthy hair. Remove the build-up with the following steps:

• Shampoo with a detoxifying or cleansing treatment.

• Deep-treat the hair with a moisture-based conditioner.

• Always cleanse and condition hair that has been styled with a pomade-based product prior to coloring. The pomade will leave a wax coating on the hair that color cannot penetrate.

• This is very important to remember when coloring men’s hair.

Maintain the integrity of the hair through proper application of chemicals and deep-conditioning treatments.


Hair Types General Information When deciding to apply hair color on anyone’s hair, it is best to analyze the hair type during the consultation. Determining the density, texture, and curl pattern will make a huge difference when deciding what to use for hair color and application. Density To determine the density of the hair, evaluate the hair and look at how many hairs are in each square inch on the head. Hair could be:

• Thin

• Average

• Thick

Thick sections are usually around the back of the head, while the frame of the face usually has thin strands. Remember that each individual could have a combination of different densities. Some individuals have lots of fine hair so their hair has average to thick density, and some people have coarse hair, but the density is thin.

Thin Hair A great way to determine the density of the hair is to pull it back into a ponytail. In this photograph, the density is thin.

Average Hair

This is an example of a client with average density. Remember, density is how many hairs are in each square inch on the head.


Thick Hair

The density in this photograph is thick. She has many hairs per square inch, so when combined into a ponytail, it is very thick.

Texture General Information Texture is how the hair feels to the touch. Texture can be categorized as:

• Fine

• Medium

• Coarse The best way to know the texture of each client is to feel the hair. Fine – This is an example of fine hair texture. When feeling fine hair, it will almost feel like nothing. Medium – Medium hair will feel normal to the touch, and it will have consistency to each strand. Coarse – Coarse hair will feel thick and sometimes rough. This hair type takes the longest to process because it is most resistant.

Curl Pattern General Information The curl pattern is developed by how the hair grows out of the follicle.

• Straight hair grows out of a round follicle. • Wavy hair grows out of an oval follicle. • Curly hair grows out of an almost flat follicle.

The amount of curl in the hair is the curl pattern or lack thereof. The amount of curl is measured in millimeters between each of the waves. Curl pattern can be changed slightly through chemical processes such as a perm or a chemical relaxer.


Hair Follicles

Straight

Wavy

Curly

The images shown above are what the inside of a hair follicle looks like when peering straight down into the follicle. A more circular follicle causes the hair to grow straighter. A more flattened the follicle causes the hair to grow curlier.

Straight

Straight hair is the result of a lack of curl pattern, and the hair follicle is round.

Wavy

The amount of curl in this client is considered wavy. As long as there is any form of a natural bend the hair is considered wavy.


Curly

This client has lots of curl, and is referred to as having curly hair. The closer the bend of the wave to the next bend the curlier the hair appears. Always determine the density, texture, and curl pattern prior to coloring the hair.

Color Theory

General Information Now it is time to learn the basics of hair color. By taking the time to really learn color theory, any color line can be used with complete confidence. All hair color is based on the color wheel and once color theory is mastered, any color line can be used with great results. Any color can be created that is designed from the color wheel, which is also useful when trying to correct a problem. When all three primary colors are present in equal proportions a neutral color is created. Color tones that neutralize each other are known as complementary colors. Primary Colors All hair color, both natural and artificial is derived from red, yellow, and blue. These are called the primary colors. Blue is the coolest tone, while red and yellow make up warm tones. Secondary Colors When primary colors are mixed together, secondary colors are created. Secondary colors are green, violet, and orange. This gives us more choices when it comes to color.


Color Wheel All colors in the rainbow are represented in the color wheel: red, orange, yellow, green, blue, and violet. Analyze each color pigment and become familiar with the color wheel that is provided on the next several pages.

This is important to know during the formulation process or in correcting color.

• For example, a client’s hair is processed too gold, and it needs to be neutralized. Apply a violet-based color in a similar level to neutralize the excess gold tones.

The color directly across the color wheel is the color that neutralizes or cancels that color out. For example: RED neutralizes GREEN ORANGE neutralizes BLUE YELLOW neutralizes VIOLET And the reverse is true as well. For example: GREEN neutralizes RED BLUE neutralizes ORANGE VIOLET neutralizes YELLOW


Hair Levels Hair is broken into levels to determine the color of the hair. The darkest hair color starts with level 1 and the lightest hair color is level 10. To determine the hair level:

• Look at the hair from the scalp to the ends.

• Often, an individual’s hair may have two to three different levels.

• Treat each section of the hair as separate to achieve a balanced result, and to prevent being overwhelmed.

• Then, select the desired level. The Level Chart below shows the level change. It is important to determine the beginning or natural level.

10 Lightest Blonde

9 Very Light Blonde

8

Light Blonde

7

Medium Blonde

6 Dark Blonde

5 Lightest Brown

4

Light Brown

3

Medium Brown

2 Dark Brown

1 Black


Natural Remaining Pigment All hair color levels have natural remaining pigments that influence the way the hair will process color. It is very important to know the natural remaining pigment to determine whether to enhance or neutralize.

LEVEL DESCRIPTION NATURAL REMAINING

PIGMENT NEUTRALIZING

PIGMENT

10 Lightest Blonde Pale Yellow Violet

9 Very Light Blonde Yellow Violet

8 Light Blonde Yellow/Orange Blue/Violet

7 Medium Blonde Orange Blue

6 Dark Blonde Red/Orange Blue/Green

5 Lightest Brown Red Green

4 Light Brown Red Green

3 Medium Brown Red Green

2 Dark Brown Red Green

1 Black Red Green


Developer Developer is the oxidizing agent that is used to give lift to the hair or give it color. Each manufacture of hair color has their own system of how long and what volume of developer to use. But, in most cases, this chart gives a good example of how developer works.

LEVELS OF LIFT VOLUME NEEDED PROCESSING TIME

4 40 45 Minutes

3 30 40 Minutes

2 20 30 Minutes

1 10 20 Minutes

Types There are two types of developers:

1. Cream: This will give color a thick consistency.

2. Liquid: This will cause color to be a bit runnier. Some people prefer to use a liquid developer because the color spreads further.

Example of a Bleach Retouch A liquid developer is fantastic to use for a bleach retouch. Using a bottle to apply, squirt a thin line of bleach on the hair near the scalp. Flip the next section of the hair up, and use the pressure of the next section to force the bleach to spread on the roots. Gray Hair Gray hair is a common and almost universal sign of aging. Many men and women want to appear younger and seek color treatment to hide their loss of color. When treating gray hair, always note the percentage of gray in the hair, whether it is 25%, 50%, 75%, or 100% gray. Gray hair consists of non-pigmented hair (the salt) and pigmented hair (the pepper).

• If more white hair is obvious, the hair is usually more than 50% gray.

• If the pigmented hair is more noticeable, then the hair is less than 50% gray.


For the most sufficient, uniform gray coverage, select a color as the exact same level as the pigmented hair. The higher the percentage of gray, the more neutral tones need to be added to the formula. Gold tones cover gray at a level 8 and deeper. However, blue tones are not recommended alone for gray coverage. Unless, the little old blue-haired lady likes this! Gray hair is covered best with 20 volume developers. To treat gray hair that is resistant:

• Pre-treat the hair with equal parts level 6 Gold plus 20 volume developer.

• Blot the formula off after 20 minutes, and then apply the regular color formula.

• To save time there are some drops called Gray Magic that help stubborn gray hair to accept color better.

Check the drops out at the beauty supply store. Lowlights Lowlights process better with a lower level developer such as 10 volume or 5 volume. The lower level the developer used the darker the lowlights, because color is deposited into the hair with little lifting. Note: 5 volumes can be made with equal parts 10 volume and water or equal parts 10 volume and 0 volume. Speed Color There is a new product on the market for colorists called a “color accelerator” that can be found at most beauty supply stores. There are different kinds that are available that will process color in about 10 minutes under the dryer no matter what color line or developer used. It offers many advantages:

• A colorist can remain with one client during the entire color and styling process.

• The client will appreciate not having to wait while the colorist is squeezing in another customer.

• Saves time.

• Makes the colorist more money.

• Keeps the client returning for quick services. Remember to always do a test strand, so the correct results can be achieved. Swatches All color companies provide swatches of hair color. It is important to ask what the natural level was prior to coloring the swatches. The sample may be colored on a level 3, level 6, or white hair. This will make a huge difference on how the swatch will look. In most cases, but not all, the swatches are colored on a level 6 Dark Blonde shade.


Think of taking a paintbrush and painting on a white sheet of paper. The color will appear bright and vibrant. Now think of taking the same paintbrush, and painting on a black sheet of paper. The color will be dark with a splash of tint. Knowing the level of the base shade will determine the outcome of hair color. Formulation Okay, so now you know about color theory. Many still have questions on what level of color to use on natural or color treated hair. Remember, each color line is slightly different. It is always best to ask the manufacturer for specifics on how to color hair. Provided is a Formulation Chart to help in selecting the correct level to use to obtain the desired hair color. For example, a client with a natural level 6 desires to be a level 9. Look under the Natural Level until you find 6. Then below the Desired Level find number 9. Place your finger on the box where the two numbers cross and it is 10+. The color should be a level 10 using 40 volume developer.

Formulation Chart

Desired Level

Natural Level 1 2 3 4 5 6 7 8 9 10

10 1* 2* 3* 4* 5* 6* 7* 8 9 10

9 1* 2* 3* 4* 5* 6* 7 8 9 10

8 1* 2* 3* 4* 5* 6* 7 8 10 10+

7 1* 2* 3* 4* 5* 6 7 8 10+ 12++

6 1* 2* 3* 4* 5 6 8 10 10+ 12++

5 1* 2* 3* 4 5 7 9 10 10+ 12++

4 1 2 3 4 6 8 10 10+ 12++ X

3 1 2 3 5 7 9 10+ X X X

2 1 2 4 6 8 10+ X X X X

1 1 3 5 7 9 10+ X X X X * Fill the hair with the desired shade’s Natural Remaining Pigment prior to color

application + 40 volume developer recommended ++ Double 40 volume developer recommended X Hair must be pre-lightened to achieve this


By taking the time to really learn color theory, any color line can be used with complete confidence.

Types of Hair Color General Information There are four types of hair color available. They are permanent, demi-permanent, semi-permanent, and temporaries. Each has a specific function on the hair. To go further in-depth on the study of the four types of hair color, let’s break down each category starting with the most coverage first. Using Permanent Hair color that is permanent is just what it says it is – a permanent stain on the hair. It is mixed using 10, 20, 30, and 40 volume developers containing peroxide. Some color lines require the use of double 40 volume when mixing high lift blondes. Permanent color can:

• Lighten hair

• Darken hair

• Subtly enhance hair

• Dramatically change natural color Once the color is applied, the hair is processed and shampooed out. This is the best coverage for gray hair, as it will cover 100% of the gray. The coverage will last until it grows off the head or until the color is changed. A root line will then occur with permanent color. Duration The time of how long the color will last also depends on the amount of damage already on the hair. The more damage the stronger the color will grab, release, and fade.

• Think of a sponge. It is full of holes and it soaks up water quickly and fills up. When you pick up the sponge and press the edges, water comes out quickly. On hair, the damage looks like tiny holes, so the color falls into the tiny holes and fills it up.

Brushing, washing, and styling make the color release from the damaged hair quickly. Conditioning the hair, coloring the ends with a demi-permanent color or semi-permanent color will help control the dulling of color.


Avoiding Fade Permanent color will fade gradually over time; the brightness will dull and the depth will lighten. Color enhancing shampoos or shampoo for color safe hair is recommended. To prevent color slippage, have the client:

• Use cooler water.

• Avoid the sun.

• Avoid tanning beds. Wrapping the hair up is okay

• Avoid hair getting in chlorine.

• Avoid hair getting in salt water. The salt water acts as a scouring pad and ruffs up the cuticle

then color releases from the inside of the hair shaft.

• Use conditioners that will help close down the cuticles on the hair shaft and reduce the color from fading.

With Damaged Hair Sometimes permanent color does not stick well to very damaged hair. This is because the hair has been over colored. When coloring the damaged hair with permanent color:

• Only the new growth should be colored.

• Then match color mid-shaft to the ends of the hair during the last 5 minutes of processing.

• If it is necessary to color very damaged ends, remember that it will grab color very intensely and a lighter shade should be selected.

• If the very damaged ends do not accept color at all, try using protein treatments everyday for three days prior to color application.

Key Points Key points to remember about permanent color:

• Covers gray 100% • Lightens hair • Darkens hair • Changes hair • Can achieve subtle or dramatic color changes • Contains peroxide • Doesn’t wash out • Root line shows


Using Semi-Permanent Dye This type of dye only enhances the natural shade or darkens, but semi-permanent never lightens the hair. It is mixed with a special developer that does not contain peroxide. Semi-permanent color is a deposit only color. It will last several shampoos. Recommended For

• Someone who is unsure of committing to the routine of constant retouches. The line of demarcation will not be present with semi-permanent hair color because it does not change the natural color. It only subtly enhances the color.

• On the ends as a refresher during the regular permanent color application. This will keep the ends looking fresh and shiny without over-processing the hair.

• Someone who is seeking gray blending—because the color slowly washes out from the hair and it allows the gray to gradually show again.

• Someone who wants to add body and texture to virgin hair without changing the natural color—because it will only last up to 12 shampoos.

• As a shine enhancer or as a sealant over a permanent color. Not Recommended For

• Someone who has more than 50% gray Key Points to Remember About Semi-Permanent Color

• Blends or covers gray

• Subtly enhances color

• Darkens color

• Doesn’t change natural color

• Contains no peroxide

• Washes out in about 12 shampoos

• Shows no root line Using Temporary Dye Temporary color will only last on the hair up to one shampoo. They are used to darken the hair and often to add bright, fun colors. A variety of products contain temporary color:

• Rinses


• Color mousses

• Spray on colors

• Hair mascara

• Color enhancing shampoos and conditioners

Temporary colors can be used to mask gray hair through a spray, rinse, or wax form. Spray-on colors that are temporary are fun to use for fantasy styles that an individual knows are not realistic or appropriate to have permanently. By using a stencil on the hair, vivid colors can be sprayed in various patterns and designs on the hair. Note: Be careful not to put temporary color on overly bleached hair, as it may stain the hair shaft for a few days. Key Points to Remember About Temporary Color

• Masks gray hair

• Subtly or richly enhances color

• Darkens color

• Doesn’t change natural color

• Contains no peroxide

• Washes out in 1 shampoo

• Shows no root line

Opaque versus Translucent General Information The terms “translucent” and “opaque” describe how much coverage and pigment in the hair is going to be reflected by light. By knowing the difference between the two, the beauty professional can make a better decision when selecting what category of color to use. Color lines tend to place their colors in one of two categories:

1. Opaque 2. Translucent

Opaque This describes color that is full coverage and full of pigment. Opaque color is used to completely cover hair.


• Think of a piece of paper. Place it in front of a dark object. The dark object should almost be completely covered and hidden from view. So the only thing visible is the piece of paper.

• It is best used on gray hair to make a full deposit on the missing pigment.

• It is also used to make dramatic changes to the hair. Translucent This describes color that allows light to pass through it and then reflects the glow. It is almost sheer. Translucent color is layered on the hair to give shine and light refraction.

• Think of a piece of colored plastic wrap wrapping around a dark object. The dark object can still be seen behind the plastic wrap but the tone is different. Multiple layers of translucent color can be added to give a more dimensional look.

• It is best used to give a hint of color or as a glaze to the hair. Toners are usually translucent colors.

• It can be used on gray hair as a light glaze to add subtle sheer color to the non-pigmented hair. It will eventually rinse out, and the original color will show through.

Note: The different types of hair colors were created for various reasons. Learn the reasons and then use them to make beautiful color.



Lesson 2: Methods of Application This lesson focuses on the following topics:

Introduction All-Over Color Highlights/Lowlights Fine Hair Type Average Hair Type Thick Hair Type Straight Hair Type Wavy/Curly Hair Type

Introduction

General Information There are many methods to applying color. Various applications include all-over color, highlights, and painting. Let’s look closely at each application method that is used in today’s salons. Different techniques on applying color have developed throughout the years, but one thing remains the same; always doing a test strand. This will determine the best outcome for the client, and identify if the customer is allergic to the product. Reasons Why People Color Their Hair

• Adds shine

• Covers gray

• Lightens or darkens natural color

• Gives more depth

• Provides more youthful appearance

• Gives texture

• Makes a bold statement

• Enhances natural hair

• Adds brightness

• Disguises identity


All-Over Color

Why Use All-Over Color? This is a solid look of color that is even from scalp to the ends. This technique may be used to:

• Enhance the natural color by going lighter or darker.

• Cover gray. When used alone, it can seem a bit flat unless a gloss or glaze is used over the top for added dimension. If a few highlights are added the effect is more natural-looking. When used as a retouch, only the new growth should be covered to prevent ends from becoming damaged and eventually not holding color. Techniques Here is a list of techniques for the all-over color application:

• Virgin retouch

• Retouch

• Break the base

• Toner Virgin Application Step 1 When virgin hair is being lightened, apply the color ½ inch away from the scalp area, as seen in this photo. However, if the hair is being matched or darkened, apply the formula from roots to ends.

Virgin Application Step 2 When the hair at the scalp is almost the desired level, apply a fresh batch of color on the scalp area. Process the color the full amount of time.


Break the Base Often referred to as “taking the edge off the roots", break the base is a great up-sale to highlighted clients in the following way:

• A color is selected that is two shades lighter than the natural color.

• The color is applied to the scalp.

• The color is processed between one to five minutes.

• The hair is shampooed and conditioned. It is important to make sure not to overlap onto freshly colored hair. Break the base is a great way to make extra money in the salon because it is a quick service that gives a beautiful blended effect to the fresh highlights while taking the edge off the root area. Plus, breaking the base will extend the life of the color by hiding the roots longer. Quickly apply color on the roots, and process for one to five minutes. Before Here is a client with highlights and lowlights. Her hair is pretty, but her roots stand out too much. After After breaking the base, the roots do not have as much edge to them and the color blends nicely with the highlights. Toner is applied all over to the hair after hair coloring or as a glaze to enhance the natural color. After the toner is massaged into the hair and processed, the hair is rinsed and shampooed.


Here are some important facts about toner:

• It can be applied to damp or dry hair.

• The more water that is left in the hair, the more diluted the toner will become.

• The development time varies dependent upon the desired results.

• Toners will last in the hair about 4 to 6 weeks.

• Toners in clear can be used to give shine and texture to any type of hair.

Applying Color with a Bottle When applying toner or break the base:

1. Use a bottle to apply color. 2. Use quick push/pull movements with the bottle near the scalp area. 3. Then, take hands and massage the color through all the hair. 4.

Highlights/Lowlights

General Information Highlights and lowlights offer more choices in application methods. Lowlights consist of coloring small pieces of hair darker. Highlights are used to create natural looking multi-dimensional hair color that can be bold or subtle. Look at the different mediums that can be used to create highlights and lowlights:

• Cap

• Foil

• Paper

Cap Pulling the hair through a cap was the first method associated with highlights or “frosting” and “tipping.” A plastic or latex cap is placed on the head and secured. A crochet needle is poked in the cap and small strands of hair are pulled out. Once the hair is pulled through, color or bleach is then applied all over the cap and processed. The cap is left on while the color is rinsed and shampooed. Then the cap is removed once the desired color is achieved and the entire head is shampooed. Some Disadvantages When Using Cap Highlighting

• Cap highlighting is less structured and the results often vary because it is difficult to have any kind of order to the highlight.

• Hair that is pulled through the cap may be coming from the sides when it is meant to come from the top.


• May result in over processing the ends of the hair, because of applying the color from the roots to the ends over and over.

• This application is not recommended on long hair because tangling will occur. Cap Step 1 After securing the cap snugly, take the needle on an angle and puncture a small hole. Capture a small amount of hair with the hook. Cap Step 2 Pull the hair through the tiny hole. Once all the highlights have been pulled through the cap, lightly comb the hair, and apply the color. For retouches, only apply the color at the new growth. Foil Highlighting the hair using foil is the most popular way to color the hair. Foil acts as a barrier to other hair and prevents color from touching other hair strands. Some advantages to using foil:

• It is a great heat conductor for color, so the process goes fast.

• It can be used for retouching new growth or for pulling color to the ends.

• Lowlights using the foil method look very natural and dimensional.

• Any length of hair can be foiled.

• Multiple colors can be used at once giving dramatically different results. When using foil, make sure to do the following:

• Keep the foils secure in the hair.

• Check the foils prior to rinsing the color.

• Use very little product to prevent bleeding of color along the new growth.

• Use different colored foil to differentiate between the various colors placed on the foil.

This will make it much easier to know what foils contain the highlights or the lowlights.

Step 1 – Take a small slice of the hair. The larger the slice, the further away from

the scalp the foil can be placed. Too large of a slice will make the hair look as though it still has roots.

Step 2 – Weave the end of the comb through the hair to pick up small sections of

the hair.


Step 3 – Bend a piece of foil over the comb, with the flap going away from you and towards the client.

Step 4 – Secure the foil under the section that was woven. Be sure it is forced to the

scalp, and held tightly in place. Step 5 – Paint color on with a brush close to the scalp. Remember to leave a little

space between the scalp and the start of the color, because color heats up and expands. This will keep the color from seeping out of the foils.

Step 6 – Bend the foil up to the scalp area. Step 7 – Look under the folded foil to see the flap. Position the comb at the scalp

line and bend the foil back over the comb. This will make the foil secure and not slip.

. Step 8 – Place comb on the outside of the edge of the woven hair, and bend the foil

towards the center. Step 9 – Repeat Step 8 on the other side. Step 10 – With good foil placement, hair will be colored in a consistent fashion

without slippage or bleeding. Paper Some prefer using paper for highlights. The process is very similar to foil. Once again, selected pieces of hair are placed on the paper side of the paper—the other side is wax. This will make the color stick better to the paper. The hair is processed naturally or with heat, and then the paper is removed prior to shampooing. Some advantages to using paper:

• Results are more accurate and even.

• Great to use on any length of hair.

• The white color displays a clean backdrop to the processed hair. This is better for determining the correct color result.

Note: Remember, the more color used the heavier, the product becomes on the paper and causes slipping and bleeding of color on the hair. Paper Step 1 – Take a small section of the hair, and weave out the desired amount of hair. Paper Step 2 – Place hair on the papery side of the paper so that the color will stick better to the paper. The wax side should be facing down against the other hair.


Paper Step 3 – Apply color onto the hair and paper. Use less color to prevent the paper from becoming too heavy with the product. Paper Step 4 – Bend the paper up towards the scalp and press lightly on the color. The color will secure the paper in place. Painting Painting is the most creative way to enhance color in the hair. It refers to when free hand strokes of color are applied to the hair in an abstract arrangement. It can be applied with the following:

• Brush

• Tissue

• Sponge

• Airbrush

• Any other creative device Techniques using painting include the following:

• Baliage

• Shoeshine

• Stenciling Baliage This is defined as the application of color using small brush strokes directly on selected pieces of the customer’s hair. Baliage is great for retouching and for highlighting men’s hair because color can be specifically placed exactly where it needs to go. When using this technique, the salon professional should use a color that is a shade or two lighter than the original formula. The process of baliage:

• The hair is clipped up and the process begins at the scalp and painted down.

• The next section of the hair is dropped down lightly over the baliaged pieces.

• When too much color is used then the effect turns muddy or over colored. Baliage Step 1 – Clip off a section of the hair to reveal the area to be colored. Brush

hair smooth. Baliage Step 2 – Load the brush with lightener, hold the hair firm, and quickly stroke

the hair with the color brush.


Baliage Step 3 – Look at the placement of the painted piece to determine where to place the next baliaged piece.

Baliage Step 4 – Drop the next section lightly on top of the previous section and

repeat. Shoeshine Another method of coloring the hair is called the shoeshine and is similar to buffing. Place color on a sheet of paper or foil, and then lightly buff the hair with the sheet. Color hits on the high spots of the hair and deposits a fun and natural sheen of color. This technique looks best on clients with shorter hair:

• That want some brightness.

• Because it will prevent the “tiger-stripped look “ that short hair gets when it is highlighted.

Shoeshine Step 1 – This client has a modified Mohawk, and wishes to have a splash of color here and there. Take a piece of foil and paint the desired color onto the foil. Shoeshine Step 2 – Buff the tips of the hair with the color using the foil. This is a fun, creative way to add tips of color to short hair without a huge commitment to color. Plus, it is a great way to earn extra money from men clients. Stenciling This is a fun and creative way to add temporary coloring to hair. Various colors can be used to create any kind of design. Always apply stenciling onto clean, dry hair with one hand and use the other hand to spray colored spray from either an airbrush machine or a temporary hair color spray can onto the stencil. Then, remove and wipe the stencil clean. Different types of stencils that can be used:

• Pre-made

• Hand made

• Patterned wire

• Chicken wire


• Lace

• Free hand

• Sponges

• Any other creative device To add some sparkle, dip damp sponges in extra fine glitter and place quickly on the hair. This will leave a light dusting of shine in the desired locations.

Stenciling Step 1 – Start with clean, styled hair. Have the client select the pattern and color.

Stenciling Step 2 – Place stencil or any type of design on top of the hair and

hold it very still. Stenciling Step 3 – Spray on temporary color onto the patter, being careful

not to overspray the section. Stenciling Step 4 – Carefully, remove the stencil and allow the temporary

color to dry. Stenciling Step 5 – Once hair is dry, have the client shake their head to

separate the temporary color or leave it as seen in Step 4. Trying new techniques will show clients that you stay current on the latest trends. They will respect you more as a true professional.

Fine Hair Type All-over color Fine hair individuals love to have color in their hair because it gives more volume. Remember to select a shade that is going to enhance the thickness of the hair. Darker shades give more depth. Beware:

• Fine hair processes at a much faster rate and has a tendency to absorb color. • Fine is more sensitive to high volume peroxide, thus causing breakage. • Avoid using bleach or ultra-lifting blondes because this may cause breakage,

too. Highlights/Lowlights Fine hair people like to see various shades in their hair. Adding highlights or lowlights will enhance the final result of multi-dimensional hair color. Placement of the foil is critical for fine, thin hair. Be sure to leave lots of space between each foil to keep the highlights looking like highlights rather than an all over color. Highlights are


great to use alone on fine hair. This will add a volume, and the breakage is usually kept to a minimum. Baliage Most fine hair people already have breakage, meaning the top section of the hair is often shorter than the hair underneath. The baliage method of gives a uniform appearance to the hair. This also works best for men with the beginning of male pattern baldness. Note: Remember to use less color and streaking on fine, thin hair.

Average Hair Type All Over Color A client with an average density of hair can do almost anything when it comes to color. These are our ideal customers. All over color can be applied as normal, as well as formulating remains consistent based on the amount of pigment inside the hair. Highlights/Lowlights Multidimensional color can be done easily by placing the foils in a creative manner. Remember that the hair closest to the face is finer than anywhere else on the head. Take this in consideration when placing high-lift blondes or bleach near the frame of the face, damage may occur. Baliage Fun, creative color can be done with baliage. Formulate a thicker consistency but with a higher volume developer, this will give more control to the product while giving better lifting action. Once again, remember the rule that the hair around the frame of the face is finer. Remember to formulate and apply with caution in this area.

Thick Hair Type

All Over Color Be prepared to mix and use lots of color on a client with thick hair. No matter how moisturized the hair may feel, thick hair absorbs the color that is applied. Many times someone with thick hair has coarse hair texture and more resistant to the color process. Thick, coarse hair will also take a much longer processing time. Highlights/Lowlights Highlights and lowlights can easily be done on thick hair. Remember that fine weaves have a tendency to get lost in the hair, so consider using a thicker weave or slice. Because thick hair can become unmanageable during the foil highlighting process, stick with doing partial or mini-highlights to cover the surface layers of the head.


Baliage Doing baliage on a client with thick hair may achieve a more creative and dimensional result. Thick, coarse hair has a tendency to carry more pigment in the hair, so a higher volume of developer may be needed to achieve a lighter result. Thicker hair can handle damage easier, yet still refrain from over processing this hair type.

Straight Hair Type

All Over Color Naturally straight hair reflects light more brightly because the cuticle layer of the hair lays down smooth, so straight hair appears shinier. Chemically processed hair can have multiple levels of shine based on how well the cuticle closed down after a chemical treatment. Any part of the hair where the cuticle does not lay down does not reflect light and appears rough. Think of a roof that has been in a windstorm and a few shingles are lifted up. Things to remember about applying all over color:

• Any residue hair color or overuse of hair product that coats the outside of the cuticle layer of the hair prevents light from reflecting brightly.

• It is important to rinse color completely from the hair, use cooler water, and to not over process the hair.

• Putting a toner or a gloss treatment over the selected hair color will give more shine and natural appearance.

Highlights/Lowlights Thinner highlights are recommended for straight hair to give a truly, natural look. By placing small thin weaves, hair looks more blended. If an all over color is done during highlights, light reflects off the highlights and prevents the dull, matte look that may happen during single process color. Baliage Baliage looks great on straight hair. Each streak can be seen exactly where they are placed. Keep the color or bleach thick to avoid bleeding onto the surrounding hair. Watch carefully during the processing time to make sure the baliage pieces do not melt and slide all over the other hair.

Wavy/Curly Hair Type All Over Color Light reflects off the highest point on wavy hair. Also, when hair bends, the cuticles lift up. This causes light not to reflect on the points of the bend in the wave. Curly or


wavy hair usually looks duller than straight hair because of this way that the light reflects off the bends on the hair shaft. Remember:

• As curly or wavy hair is colored, the hair will still look drier and duller. Select a color that will enhance shine gold reflects the light better than

other colors and something with moisturizer.

• Bleach is not a good choice for super curly hair, since it is very fine and will break easily.

• Be sure to follow with a gloss or shine enhancing toner, and then provide a deep conditioning treatment.

Highlights Highlights on wavy hair should be done in a medium weave, whereas highlights on curly hair should be done on a thick weave pattern. The reason for doing a medium to thick weaves on wavy to curly hair is because of how the light hits the waves and reflects the color. Thin weaves in curly hair makes the highlights disappear. However, when curly hair has thick or chunky weaves then the eye can see the individual highlights. Baliage Prior to doing a baliage service on the client, straighten the hair, because the success of the application will improve. Once again remember to make the color or bleach thick enough to prevent melting into the surrounding hair. It is best to avoid doing a baliage service on someone with extremely tight curls as the streaks may blend away into the mass of curls. Straight Hair On straight hair, closely weave the hair in each section. Less space in-between the weaves work best to give a more natural look to straight hair. Wavy Hair On wavy hair, weave the hair with a heavier weave pattern for each slice. This will allow the highlights to appear more visible in wavy hair. Curly Hair After straightening the hair, take chunky weaves from each slice. Once the hair is dried curly, the highlights will look very natural, and will not become lost as they would if the weaves were too small.



Lesson 3: CONSULTATION & CUSTOMER SERVICE This lesson is focuses on the following topics:

Be Prepared for a Consultation Listening Consultation Recommending Retail

Be Prepared for a Consultation General Information Coloring a client’s hair calls for a thorough consultation. A pleasant experience for the client begins with clear communication between the colorist and the customer. Do the best to be professional. Professionalism will help the client to have more confidence in a colorist who knows what he or she is doing. Fashion Attitudes Observe the client’s fashion attitudes.

• If the customer is professional, consider more neutral or natural colors.

• If the client is edgy, consider more creative colors. Every client wants to hear a colorist’s opinion on what shades would look the best. Keep in mind the client’s lifestyle when making suggestions. Change is hard for some people, so keep the suggestions conservative. At a later time, add a new color or change the base shade. By continuously making updates to clients, it will keep them looking current and wanting to return for the latest look. Evaluate Natural Features Evaluate the client’s natural hair color, skin tone, and eye color. Take the time to really look at the client’s features. It can help in determining the best color tones to use.

• What is the client’s natural level?

• What tone is the client’s natural hair?

• What is the natural remaining pigment to this hair level?

• What is the color tone of the client’s eyes?

• Are there streaks of warm tones or cool in the client’s eyes? This a great way to determine highlight shades. If the client has blue eyes, then the color formula should be cool toned. If the client has green eyes, then the color could be cool, warm, or neutral. This is because blue cool and yellow warm make green. Brown eyes can be warm or cool toned. Just look closely at the specific color.


Lighting View the client in the natural light. Many times salons or spas are equipped with poor lighting for color. Different types of lighting give different reflections:

• Overhead lights may be florescent which will give a blue tinged reflection.

• Incandescent lighting, usually light bulbs, will give a reddish appearance.

• Tungsten lighting will give a golden appearance.

• A cloudy day will give a bluish appearance.

• Natural daylight will give the best and truest tone of white or a standard color.

• Now there are white lights available to replace all the lighting in the salon. Also consider the paint color in the consultation room. The best wall color is white that prevents color from reflecting onto the client’s skin tone, hair, and eyes. It is okay to take the client to a different part of the salon or spa for formulation. Take a small hand mirror and point out the difference to the client, so they understand you are an expert on color. By performing this simple step a client will turn into a repeat customer, because they want to go to the most knowledgeable colorist in town. Sample Photos Pictures can take the guessing out of incorrect usage of color vocabulary. Many times a client will say she does not want any red in her hair. However, the photograph actually shows gold tones rather than red. Here, a picture makes a huge difference in what color will be applied.

Listening It is important to listen to the client because their thoughts and comments are very important to getting the desired shade. We have so many things on our mind that we may not hear what the client has said. Probably not, but it is not our fault. Listening is a skill that can be learned, but may have never been taught. Well, isn’t it about time to learn about listening? Research

• We spend more time listening than any other communication activity.

• Even immediately after hearing a message, we forget about 50% of what we just heard.

• At any given time, only about 20% of a speaker’s audience is actually paying attention and only about 12% are engaged in true active listening.

Differences between Listening and Hearing

• Listening is very active, while hearing is very passive.

• Listening is a learned ability, hearing is a reaction.


Types of Listening Pseudo Listening – Fake listening, pretending to listen when you really are

not. Selective Listening – Tuning in to those parts of the message you are

particularly interested in but missing other things. Silent Arguing – Finding flaws in what the speaker is saying and arguing

about them in your mind. Premature Replying – Listener jumps to conclusion and readies a reply

without listening to the full statement. Sidetracking – Speaker mentions some experience and you begin to recall a

past experience triggered by the statement. Ambushing – Listening with bias to the speaker’s message so you can use

his/her words against him/her. Reasons Why We Do Not Always Listen Effectively

Preoccupation – We have more important things on our minds. Rapid Thought – Your brain is capable of understanding speech at up to 600

words per minute but the average speaker only speaks at 100 to 150 words per minute, so your brain has all of this spare time to use for other things.

Lack of Skills – Listening is learned but most people have never had any

formal training in how to listen effectively Speaking Seems to Have More Obvious Advantages – If you are

speaking, you can impress others, show your expertise, control the conversation, etc.

External Noise – Others talking, office machines, TV, radio, etc. Physiological Noise – Deafness, speech impediments, fatigue, etc. Psychological Noise – Anger, depression, etc.

Three Types of Listening

1. Informational – The object is to get the information that the speaker has and to get it as thoroughly and accurately as possible. They have it and you need it!


Example: Classroom, training classes at work, coordinating schedules, client home care routine Skills to develop to become a good listener:

• Listen more and talk less.

• Listen for key ideas.

• Take notes, outline the speaker’s message.

• Be opportunistic: find something in the message you can use to your benefit, even if it’s boring.

• Ask questions.

• Paraphrase

• Get rid of distractions.

• Use a formal, upright posture. 2. Evaluative – We do this when we are listening to information so that we can

use it to make a decision that something is good or bad. Example: Deciding what type of treatment and product fits the client’s need. Skills to develop to become a better listener:

• Examine the credibility of the person giving the information Example: Are they educated on the subject; are they ethical; are they biased?

• Examine the information/evidence Example: Ask when it was done, by whom, and under what conditions. What were the variables? Does it apply to my decision?

• Recognize and differentiate between logical appeal and emotional appeal Example: Logic appeals to reason, logic, good sense. Emotion appeals to self-concept, specifically the presenting yourself and your heartstrings.

3. Listening to Help – This is the type of listening we do when people come to

us with their problems. Example: Hair not working correctly, unpleasant experience in the salon, product questions Skills to develop to become a good listener:

• Advising: Giving the other person a course of action to take, telling them what to do to solve their problem.


• Analyzing: Helping them answer the question “why” so they can look at reasons why the behavior might have occurred.

• Judging: Evaluating the speaker and their situation.

Consultation

General Information After analyzing the hair and listening to the client, it is time to make recommendations to the customer about color and retail products. Make the client feel special and understand what will be taking place. Here are some suggestions for having a great consultation:

• Sitting and making eye contact with the client shows that there is special attention given rather than looking at a reflection in a mirror.

• Ask them to describe what they like and dislike about their hair, skin, or nails. Then ask them how it makes them feel. Ask them about their expectations from the visit.

• Listen and observe everything. • Gather magazines and select styles both that they like and dislike, and to

ensure more predictable results. • Repeat back to them what they say they want. This is important to make sure

that the service about to be performed is approved by the customer and will minimize any re-work or disappointment.

• Recommend products that will be used during their visit. Get the products out on the station. Even putting the products into their hands will make the experience different from other places.

Other Services Up-sell other services at this time. Offer conditioning treatments to compliment a color service. Let the client know that the treatment will help seal in the color, making it last longer. The up-charge is $20 to $60 for this service. Be upfront about all charges before any services begin. It is very important to surprise the client with excellent customer service, not the bill! Tell the client the game plan. By letting them know every step, they will feel more comfortable knowing what to expect. Offering these additional services can add $10 to $100 per ticket instantly. You can add $15,000 to $25,000 per year to your income just by asking. And, your clients will thank you for it. Follow the example below:

“First, we will have you change into a smock. Be sure and remove your blouse so that I won’t get color on it. Come back to this station and I will


meet you here. I will mix up color right now. After we apply the color, you will process for 10 minutes, and then we will shampoo you. We will shape your hair, blow-dry it and I will teach you how to style it using the products I recommended.”

Personal Attention

• If they are receiving a hair service, guide the client to the changing room to put on a smock. Let them know to return to the station after they are finished. Many times a client is unsure if the stylist is going to guide them back, and wanders the salon.

• If possible, get them something to drink or a magazine. • Be prepared with all the items you need to perform the service. • Remember to have the temperature of the room set a little warmer than

normal, because your client is sitting or lying idle and they will get cold. Client Card Have the client fill out a client card for marketing and self-promotion reasons. Be sure to record the following pieces of information:

• Full name

• Address

• All phone numbers

• E-mail

• Birthday

• Job

• Children

• Vacations List all formulations as well as any information about the client as a reference guide. So that when they return, a conversation will be easy and the client will be impressed with your great memory. Make a copy of the client record on a home computer, and keep a hard copy in a safe place away from the salon. Update the records as often as needed. Treat every client like they are the most important celebrity. The job here is to give the best customer service. The greatest thing about customer service is that it does not cost a penny.


Recommending Retail General Information Recommending retail is a great way to increase income and help the clients maintain their fresh color at home. By presenting products in a professional manner, everyone will feel comfortable and more open to the option of purchasing retail. What Is Retail? Retail is defined as anything that is sold from the salon or spa. It can include accessories, and tools. Shampoo, conditioner, sculpting gels, facial products, make-up, nail polish, body lotions, and creams are all considered retail products. Accessories include items such as jewelry, purses, candles, and other trinket-type items. Even gift certificates are considered retail. Curling irons, blow dryers, flat irons, combs, and brushes, are all considered tools not retail. Keep the commission by completing the sale. Extra money is always nice. Economics of Retailing All commission salons expect a percentage of retail sales from each employee. Usually these types of salons expect you to sell retail products about 20% of your total service dollars. The more retail you sell, the higher the commission check. Productive sales in the retail area can generate extra income for both the individual and the salon that can be used for:

• Rent

• Additional education

• Bonuses

• Shows

• In-house education

• Parties Make your work environment better through retail sales. Product companies want to help increase your commission by providing free products to sales people for use on clients and for personal use. A few high-end product companies even track retail sales and offer free trips to major cities for continuing education. Note: Remember to use your additional income to invest in yourself, your business, as well as reward yourself. Retail Benefits Clients Professional retail products directly benefit your clients for two main reasons:


1. The products are made with the best possible ingredients.

Regular products found in many supermarkets and stores have harsh ingredients that strip the hair, skin, or nails of their natural oils and color. After spending a small fortune to look good after a service, it would be a waste to lose the look because of a cheap product.

2. The second benefit for clients is professional products are concentrated for longer use. Suggest to the client that it is better to use small amounts of product because of its high level of concentration. Sometimes adding more water will make the product move easier and reduce the amount of waste. The high level of concentration does make the product more expensive, but one bottle will last two to three times longer. So it’s a much better buy for the money.

The Secret to Selling Retail

Some stylists have mastered the art of sales, while others still search for the secret. Increasing your retail sales takes three simple steps. 1. Researching Products

• Learn each product in every line

• Know how the active ingredients work

• Know who should use it

• Learn when and how to use each product

• Review accessories that are offered

2. Using Products

• Try products at home

• Work with tools daily

• Wear current selections of accessories

• Know how products can be used

• Experiment for alternate uses

3. Recommending Products

• At the beginning of the consultation, sit down and look at your client in the face.

• Touch hair, skin or nails, for which the service will be performed.


• Determine the best style and explain steps to achieve the look.

• Review current products client uses at home.

• Ask your client what they want their products to do.

• Set out all products that will be used for entire length of service.

• Throughout their visit, teach the customer about the following: o The active ingredient in the product. o What the product will accomplish. o How to use the product.

• Take the client to the retail area and show him or her where each product is located, making him/her feel comfortable for future shopping.

• Set all products at the front desk.

• Tell the client that these are all the products used to achieve the desired look.

• Hand the client samples. o Samples are a great way to build business. o If the manufacturer doesn’t offer samples, make your own

using small containers with labels.

• Write down all products used on the client on a recommendation card, as well as the next appointment.

o Clients will find value in the personalized card, and it reduces the chance of being thrown away.

o The card acts as a reminder of the next appointment, products, and most importantly, you!

• Put a sticker with your name and number on the back of every product sold as well as the samples.

o This reminds the client repeatedly where he or she got the product and how much you cared in selecting it.



Lesson 4: CHECKING OUT This lesson focuses on the following topics:

Closing the Sale Appointments Be a Professional Continue Your Education Keep Up with Technology

Closing the Sale General Information It is time for the client to leave the salon. If the level of customer service was at 100%, the client will feel like a celebrity and want anything else offered. This is the time to conclude the retail sale and set up the next appointment. This is also a time to display extra care and high quality customer service because this is when the customer will decide if he or she will return again. Products Gather all the products used for that day and place them on the front desk. Talk the client through each one and how it was used. Tell the client that there are three must-have products and pull them off the shelf. Whether they purchase retail, be sure to always give a client a sample packet if it is available. Samples of products offer many advantages to both the customer and the salon professional:

• Samples are great to travel with.

• Samples allow the client to figure out which product is best for their hair type.

• When a customer takes home a sample, it is very likely that they will purchase it on their next visit.

Finally, introduce the client to the receptionist who will be closing the sale. Give the client a business card with the future appointment and a few extra cards. Explain that the extra cards are for friends or family who need a colorist and referrals are a big part of business in the salon. Most importantly, shake hands and tell them how much you’ve enjoyed working with them and how much you’re looking forward to seeing them again.


Appointments Booking Next Appointment The most important factor in retaining clients is booking their next appointment.

• Tell, don’t ask, them when. Let them know that you book up in advance and the chances of getting in next time at the last minute are very slim. Start out by saying: five weeks or six weeks, Tuesday or Wednesday, morning or evening, 6 or 7 p.m., highlights and a haircut.

• Some clients will say they do not have their schedule in front of them and are not sure of the dates. Let them know that it is safer to schedule anyway, and they can always call back if it doesn’t work.

• Move the time closer than further out because you would rather see your client ten to twelve times a year instead of eight. Increasing the amount of visits can generate an extra $10,000 to $20,000 per year.

Confirm Appointments Call to confirm the appointment the day before. Do this yourself. The more customer contact, the more connection with better customer service and more likely they will be able to remember you. Follow the checklist on what to say when confirming an appointment.

• “Hi, this is *Your name* from *Salon name*” • “Calling to remind *name of client* of their appointment” • “For tomorrow, *date and time*” • “If you have any questions please call *number*”

Extra Attention Clients who experience excellent customer service walk away with an uplifted feeling. The client will feel special and rejuvenated and will look forward to returning to the business. Just a little extra attention at no extra cost will build a huge clientele and put lots of money into your bank. Good customer service is key to building a large clientele. Treat every client like a celebrity and they’ll keep coming back to you


Be a Professional Look Professional If you are in the style business, you have to look like it. Your personal appearance, style, and hygiene all make a statement about you. That statement has to be that they can trust you to make them look and feel great. And if you don’t look the part, you can’t make that statement. It is critical that you know your clientele. If 90% of the people walking in the door are the edgiest style people in town, then your personal style should be edgy, too. But the truth is that less than 5% of the population dress or wear their hair similar to what you see at hair shows. That means 95% of the population are a little more conservative. Take a real look at your clientele. Are they business casual or do they have an alternative style? Either way, dress similar to the types of clients you wish to have as your main clientele base. Yes, you are in the fashion business and your own style needs to reflect current fashion but your clients want to do business with someone they can relate to. When you look good, you feel good. Be On Time Having a reputation of always being late is not very flattering and it is disrespectful of other people’s valuable time. You can’t depend on the staff to announce when your client arrives, because they get busy and might forget. It is your job to be ready for the client’s arrival. If you are running late:

• Call ahead to let the client know you’re running late. This way the customer can stay at work longer and won’t get upset wasting time sitting in the salon.

• If the client has already arrived, politely let them know if you’re running behind.

• Offer them a drink or try to find someone in the salon to keep them occupied. Make “Appropriate” Conversation Topics of conversation with clients should be focused on them. Find out what the customer is interested in and make sure you know enough about it to ask intelligent questions. Talk about happenings in your community and the world. Remember to avoid the topic of politics and religion. Keep the conversation focused on the client since it’s their best subject! More than just you and your client can hear conversations. Steer clear of inappropriate conversations, like sex, drugs, drinking and wild activities. Talk about


services you perform or other services available in your salon or spa. Discuss retail or tools that will help them achieve the best results. Get Involved in the Community Get involved in something you enjoy. Whether you like to work out, play sports or participate in church activities, stay involved on a regular basis. This is an excellent source of potential clients. Partake in several different clubs or community groups, because more variety increases exposure to additional people. Use these activities and events to promote yourself and your work:

• Talk positively about your job, and let everyone know that you are in the business of beauty and wellness.

• Truly care about others and their needs.

• When they ask for your opinion on what would be best for them, answer, “Let’s look at my schedule and find a time for you to come in for a consultation. I want to give you the best possible suggestion, and I need to be in an environment that supports that.”

• Always carry business cards for these occasions.

Continue Your Education Importance Regardless of the number of years in the industry, everyone should receive some form of continuing education. Although most states do not require additional education past licensing, keeping up with the most current trends and techniques is necessary to develop a successful career. There are endless opportunities to find educational opportunities locally, nationally, or internationally. Gather Knowledge from within Your Salon Several salons offer some sort of in-house education. Whether it’s for a structured apprentice program or weekly meetings with education for the entire salon, talented individuals are available on a daily basis to share ideas or instruction. Learning at least one thing from every member in the salon can improve skills and understanding.

• Ask for a copy of the salon education calendar.

• Shadow every person in the salon, then imitate the best qualities and use the information you learned.

• Practice on mannequins during down time.

• Watch videos of current trends.


• Ask questions.

Distributor Companies / Beauty Supplies Local distributors or beauty supply stores will inform salons of upcoming educational classes on color and products that correspond with items that are for sale. Usually the classes are small and taught by local beauty professionals from that state, which is better for more individualized instruction.

• Pick up class schedules at beauty supply stores.

• Sign up and prepay for the class.

• Ask questions at appropriate times.

• Look for specials for class discounts or product discounts when buying or attending specific classes.

Product Companies Large product companies have two ways of providing education. 1. In Salon Education. Product companies provide in-salon education through

sales representatives or educators. They will come to the salon and provide information about products and usage. This private interaction between small groups is wonderful to obtain answers and to gather more detailed information. Having master classes in the salon that is taught by someone from the outside will have better results. Almost always, these classes are very structured and are better received. Volunteers or mannequins are used to show the transformations. Samples or free products are usually given to those who attend the class.

• Request a class through the salon manager or owner.

• Keep a pen and paper handy to take notes.

• Ask questions.

• Read the information packets provided.

• Let others volunteer to receive the new services offered in the class; instead use the time to pay attention and learn.

2. By Hosting Local Education. These usually take place at a hotel or conference

center. The classes are large and seating is limited. They are always oversold, so arrive early for best seating. The class is for demonstration purposes and typically offers no question and answer opportunity. The level of instruction is high because the companies will spend a lot of money on well-known educators, production equipment, and a location that allows for a beautiful presentation. The classes are great for inspiration.

• Look for fliers around the salon that identify the next class.

• Call product companies directly for their schedule.


• Check the Internet for class locations.

• Sign up early for best pricing ticket prices increase as the date gets closer.

• Arrive early for the best seating.

• Bring water and a snack classes are usually all day.

• Have pen and paper for note taking.

• It is okay to stay after to ask questions to instructors. Beauty Shows Beauty Shows offer a wealth of information and motivation for everyone. Using shows as a form of reward is beneficial in two ways.

1. Attending a show is very motivating and a way to recharge. Learning new information is inspiring to the creative senses. A chain reaction occurs when something new is introduced. Imagination explodes as the new teachings spark additional ideas.

2. Exposure to other salons, personalities and products is a huge reward. All too often, people go through life in a small bubble. They do not venture out to gain the wealth of knowledge or try something new. Opportunities are endless when we look at the whole world as a stepping-stone to the next level.

It is important to attend shows with an open mind. Listen and watch the successful presenters. Look for qualities of leadership, professionalism, and confidence. Take what was learned from the industry leaders and mimic those positive traits. Seek out the newest products and tools. Buy them and try them. Experience new techniques. Talk to people from various backgrounds in the industry, and seek to develop a creative style from exposure to various educators and different products. Why stagnate in the small pond when swimming in the ocean is a whole new level of excitement and knowledge?

• Look in trade magazines for the next show.

• Search the internet for detailed information about shows.

• Ask distributors about large educational shows.

• Talk to other stylists about which show they recommend.

• Order show ticket, airline ticket, rental car and hotel on the same day. Discounts are offered to most group events at hotels and airlines. Get information about participating accommodations from the show or conference sponsors.

• Look at the show schedule and pick classes ahead of time.

• Allow for free time to shop vendors at the show.


• It is okay to attend the show in a group, but break away at some point to gain new experiences and learn at your own pace.

• People-watch at the show. Who looks successful? What are they wearing? Think about how the show attendees and the platform artists compare and differ in their clothes, confidence and clientele they serve.

Take to the show:

• Pen and paper

• Water

• Snacks

• Money

• Comfortable clothes and shoes

• License and photo ID

• Business cards

Keep Up With Technology Types of Technology Computer Learn how the computer at the salon works. If you are not familiar with computers, take a class at a community college or training. And while you are there, try to get a few clients from your fellow students. PDA Learn how to use a Personal Digital Assistant, commonly referred to as a PDA. This is a great place to keep your appointments and client information. Digital Camera Purchase a digital camera because it is great to use for before-and-after photos and when brides come in for a practice run prior to their wedding. You can instantly show the bride what the selected style will look like from every angle. This comes in handy when booked with several brides. Staying current with technology keeps you on the cutting edge. Knowledge Is Power Knowing what your paycheck should be will keep you from losing money from poor accounting on the salon’s part. Keep up with all the income you have earned by recording the information daily.


On the Expenses worksheet, record all your expenses. Keep the receipts in an envelope in a safe place. It will save you time and energy when taxes need to be prepared. You Can Create Your Dream Life! Beauty industry professionals are exposed to hair color from the beginning of Beauty School. Some have more extensive lessons and theory classes on hair color than some. Others pick up the art from watching color specialists in their salon or spa. Finally, advanced education at trade shows, manufacturer classes, and in salon training offers more knowledge on the basics of hair color. After learning how to do hair color correctly, take the time to experiment and try the new techniques. This will keep the current trends and techniques fresh. Most of all, practicing won’t go in one ear and out the other. You can build a great career if you take the suggestions in this book and run with them. You will have to be patient, because success does take time. Honestly, give yourself three years to see life-changing results. Since achieving your full vision doesn’t normally happen overnight, you will need to take baby steps to take you from your current situation towards your goal. Stay confident in your abilities, act like a professional and be consistent. You have chosen a great industry, where income potential is unlimited. I believe you can do anything you are passionate about. The time to start a successful career is now. Good luck and may all your dreams come true! This concludes Lesson 4. You have completed Hair Color Made Simple and can now begin The Easy Way to Become Successful in the Beauty Industry. Ten of the 40 final exam questions will come from this course content.

Ohio 8 Hour Esthetician Package – The Easy Way to Become Successful in the Beauty Industry EW 1

The Easy Way to Become Successful In the Beauty Industry

Course Description Whether you work for someone else or for yourself, learn to get in control of your future and your career in the beauty industry. Define what you want, when you want it, and learn how to get it. This course is ideal for anyone just starting out in the beauty industry and for anyone needing some inspiration. It is like having your own personal cheerleader motivating you to achieve anything you set your mind to. Learning Objectives

• Select from career possibilities in the salon and spa industry • Understand the benefits and challenges of apprenticeship program • Write a good cover letter and interview successfully • Establish good work habits and a professional attitude • Boost your retail sales and generate self-promotion campaigns

Key Terms Community – Group of people who live or work in the same area Consultation – Discussion with a client to determine what service the client has

come in for. Distributor – One who sells products and supplies to different salons. Educator – Teaching about products and services. Freelancer – A self-employed person working o(r available to work) for a number

of employers. A freelancer is usually hired for a limited period. Funeral Homes – Place where funeral preparation of make-up and hair is done. Referrals – Recommendation, appointment Resort – Vacation place PR – Public Relations Walk-In Clients – Clients without appointments; many are not loyal to one salon

or spa.


Lesson 1: VISION AND GOALS This lesson focuses on the following topics:

Creating Your Dream Life Visualizing Your Future Goals

Creating Your Dream Life

Think about someone you know who is living his or her dream life. How did they get there? We might assume from their great lifestyle that things were easy; their success happened quickly; or they were lucky. Talk to anyone who has achieved success, and you will hear stories of sacrifices, hard work, and continuous focus to become successful. Successful people have common personal traits that include consistency, passion, desire, determination, confidence, high self-esteem and the desire to take risks. We all have the potential for these traits deep down inside us. Any one of us can follow the road to success and live our dream life. So where do you start on your road to success? Start with a plan. Define up front what you want. For some, success is to accomplish personal goals and to reach new heights. For others, success is living a balanced lifestyle in their professional, financial, emotional, spiritual, physical, and social life. The good news is that high levels of success can be achieved by anyone, regardless of race, education, or level in society. However, only those with a plan for the future succeed! Noteworthy: Achieving your dream life starts with a plan.

Visualizing Your Future What is your mental picture of the future? Do you see yourself having lots of clients, money, a balanced lifestyle and recognition? All of these can be yours if you visualize yourself taking steps to create your dream life. Decide to make it happen now. It is important to have a vision for the future so you know where you want to go in life. A vision is an idealistic plan of what you want to become. What is the mental picture of your future? Think about your future in different time frames. How do you picture your life in:


• Six Months?

• One Year?

• Five Years?

• Ten Years?

If you could design your life, what would it look like? Be as creative and passionate about your future as you want. The dream of the future belongs to you and involves only your ideas. Dreaming is one thing you can own instantly. It is fun and it is free. Dig deep into your heart, feel the passion of where you want to go in life, and answer these questions:

1. What is really important to me about my career? 2. What most excites me? 3. If I could design my life exactly how I choose to live it, what would my life

look like? 4. What is motivating me to achieve success? 5. How can I live a balanced lifestyle?

Make sure you are visualizing your future for the right reasons. Happiness comes from within, not from others. Think about your future and what it means to you. Imagine it is ten years from now and you are looking back on your life. Would you regret not doing something more with your life? Did you spend your time focusing on everyone but yourself? Start focusing on yourself today! Own the idea of what your future will bring to you. Aim your vision high enough, because you have all the qualities to achieve great things. For once in your life, think about yourself. Now, what do you want? What is your overall vision? And how is this important to you? Think about this vision as it relates to the various aspects of your life:

• Professionally

• Financially

• Spiritually

• Physically

• Socially On a separate sheet of paper, write out your vision as if you already have everything you want created in your life. Write in the present tense. Your vision


will become more real for you, when you imagine as if you have already achieved it. For example you might write: “I’m a [hair stylist, nail tech, massage therapist] working on a cruise ship. I’m traveling around the Caribbean Islands, touring many exotic places. I enjoy great hours five days a week with two days off to tour an island or relax on the ship. I’m working with fun guests. I love my boss and co-workers. I’m earning a great base salary, plus retail commissions and tips. My rent and meals are free. I’m saving a bundle of money while having fun. Every week is a new port and a new adventure.” When writing your vision, be specific. More details increase the likelihood of your plan being executed, rather than just staying a daydream. Notice the person in the previous example has a very specific niche: working on a cruise ship. Having focused their goal to a specific niche, this person has a target to aim for. When you narrow down all your choices to one that most excites you, you can suddenly see the direction you can take to make your dream life happen now.

Goals Since achieving your full vision does not normally happen overnight, you will need to take baby steps from your current situation towards your grand vision. To do this, you will need to break down your grand vision into a set of clearly defined “mini visions” or goals. Goals follow a timeline for achievement. They have a beginning and an end. Give yourself deadlines for your goals. Note: A goal without a deadline is just a daydream. It is important to understand the exact steps that are required to achieve your goals and then to list realistic completion dates for each of your goals. If you occasionally miss a deadline, that’s okay. Just take a step back, review your goal, and re-adjust your deadline. Then, as quickly as you can, take action again. Through persistence, you will build momentum toward achieving your vision. Use a to-do list everyday to complete the required steps to achieve your daily and weekly goals. Then for long-term goals, write out a new plan of action every six months. The advantage of having visions and goals is that it will set you apart from everyone else. Why be ordinary when you can be extraordinary!



Lesson 2: CAREER CHOICES This lesson focuses on the following topics:

Introduction Careers in the Salon and Spa Industry

Introduction Now that you have a clear vision of the life you want to create, let us look at all the different types of career choices available in the salon and spa industry. A career can be selected depending on the lifestyle you want or by the skills you have. When choosing employment, determine whether to work full time or part time, income requirements, and benefits needed. Also, look into where the clientele is generated, maintained, and moved. Obtain further information about each occupation by contacting local companies in your area. In order to work in the salon and spa industry, special skills, licenses, or certifications are required for each individual occupation. The following scenes list the requirements for each position. It is important to check with individual state boards for the amount of hours needed for licensing, test dates, and test locations. If transferring from state to state, check on re-licensing. Some states will give credit for years of experience in addition to credit for school hours clocked from other states. Noteworthy: In the Salon and Spa and Industry, you have many choices to build a successful career.

Careers in the Salon and Spa Industry Stylist A stylist is licensed by the state to do hair, nails, make-up, and skin care. Example: Texas requires 1,500 hours (about 9 months full time) of training to become a licensed stylist. Nail Tech A nail tech is licensed by the state to do nails. Example: Texas requires 600 hours (about 3 months full time) of training to become a licensed nail tech.


Facial Specialist A facial specialist is licensed by the state for skin care only. He or she can receive special training on medical industry procedures. Example: Texas requires 600 hours (about 3 months full time) of training to become a licensed facial specialist. Make-up Artist A make-up artist is licensed by the state under stylist or facial specialist, or freelance certified. Barber A barber is someone whose occupation is to cut any type of hair, give shaves and cut beards. A barber is licensed by the state. Example: Texas requires 1,500 hours (about 9 months) of training to become a licensed barber. Massage Therapist A massage therapist is licensed or certified by the state in different massage techniques. However, not all states regulate massage therapists. Freelance A freelance is licensed or certified usually for hair and make-up. He or she must be self-sufficient and self-motivated. Educator An educator needs to show the national license, whereas a manufacturer needs a state license only. A school instructor requires an advanced license, usually 18 weeks of training or only 7 weeks of training after 2 years of work experience. Sales Distributors and manufacturers do not require a license, but it is preferred. Sales experience is usually required. Receptionist A receptionist is an administrative support position. The work is usually performed in a waiting area such as a lobby or front office of an organization or business. The title "receptionist" is attributed to the person who is specifically employed by an organization to greet any visitors or clients. A receptionist does not require a license, but he or she must be able to multi-task efficiently.


Coordinator A license may or may not be required by a coordinator, depending on the position. However, organizational skills are a must. Manager A manager may or may not require a license, depending on the position. However, management training or experience is a plus. Housekeeping Housekeeping is the maintenance of a clean environment, usually in a house, but it also applies to industrial, commercial, and institutional settings. A housekeeper requires no license. Shampoo Tech A shampoo tech is licensed by the state as a shampoo assistant only. As you can see, you have many job choices in the salon and spa industry. And with each of these professions, you’ll find that there are many places where you can work or set up your business. The following scenes break down each of these job markets to help you find the one that’s right for you. Note: The hours pay, and benefits listed are typical for each industry, but there will always be exceptions. Salon, Spa & Barber Shop In most commission salons, a non-compete agreement is signed upon hiring. The non-compete range is usually 5 miles from a salon or 1 year from leaving a salon/spa. Remember, you have more choices than just full service salons. Specialty salons serving kids are new. Chain salons, family owned, individual suite, open concept salons, nail studios, tanning salons, and skin care spas are just a few more types of specialty salons. What: Full service/specialty

Who Stylist, barber, nail tech, makeup artist, esthetician, assistant, educator, massage therapist, receptionist, manager, coordinator, shampoo tech, and housekeeping

Required: License, possible independent license required

Hours: Tuesday – Saturday, some open on Monday Tues – Thurs 9 a.m. – 9 p.m. Friday – Saturday 9 a.m. – 4 p.m.

Pay: Commission or lease depending on level. Minimum wage to $50k, upper level $100k - $200k


Benefits: No benefits. Insurance, taxes, and retirement are the individual’s responsibility. Bonus paid on products sold.

Clients: Walk-ins, referrals, salon clients

Notes:

In most commission salons, a non-compete agreement is signed upon hiring. The non-compete range is usually 5 miles from salon or 1 year upon leaving the salon/spa. Remember you have more choices than just full service salons. Specialty salons serving kids are new. Chain salons, family owned, individual suite, open concept salons, nail studios, tanning salons, and skin care spas are just a few types of salons.

Medical Industry When leaving a practice, a two-week notice is required. Taking patients to a new location may cause legal action. Get in writing the procedure about ownership of clients. Make-up application is a new service that doctors are providing to patients. After plastic surgery, make-up artists can show how to camouflage bruises or give the patient tips on applying makeup to achieve the best results on a new “look”. Make-up artists in doctors’ offices are a new untapped source of business. Check it out! What: Doctor’s office, usually dermatology or family practice

Who Medical esthetician, makeup artist

Required: License, advanced training by physician or manufacturer

Hours: Monday– Friday, 8 a.m. – 5 p.m. Some offices have one evening clinic per week

Pay: Hourly or salary, average $15 - $25 per hour

Benefits: Depending on office – full time employees receive health insurance, vacation, sick leave, and some retirement plans

Clients: Walk-ins, referrals, patients

Notes:

When leaving a practice, a two-week notice is required. Taking patients to a new location may cause legal action. Get in writing the procedure about ownership of clients. Makeup application is a new service that doctors are providing to patients. After plastic surgery, makeup artists can show you how to camouflage bruises or give the patient tips on applying makeup to achieve the best results on a new “look.” Makeup artists in doctors’ offices are a new untapped source of business. Check it out!


Resort Resorts are not a great place to build a strong clientele because most are traveling hotel guests. However, tips are higher because most hotels add a 17% service charge to the total.

What: Hotel salon and/or spa, in-room services in luxury hotels

Who Massage therapist, stylist, nail tech, estheticians, makeup artists, manager, and receptionist

Required: License

Hours: Sunday – Sunday. Typical salon and spa hours, 24 hour on call for in-room services

Pay: Commission, sliding scale

Benefits: No benefits. Most resort salons/spas are individually owned, so typical benefits of insurance, vacations, and retirement plans are not available. Possible benefits may include discounted rates to hotel and resorts within chain.

Clients: Hotel guests, residents in community

Notes: Not a great place to build a solid clientele because most are traveling hotel guests. However, tips are higher because most hotels add a 17% service charge to the total.

Cruise Ship To work on a ship, one must have patience and teamwork skills. Cruise ships are normally the size of a football field with about 3,000 people on board. It is not a vacation. Remember, this is a job, yet free time can be exciting because of the travel experience. What: Salon and spa on cruise ship

Who Stylist, nail tech, esthetician, massage therapist, and makeup artist

Required: License, 3 – 6 weeks of training in customer service and service techniques prior to first cruise

Hours: Set schedule. 1½ days off for every 7 days on ship. Cruises last from three days to four months

Pay: Commission or tip based salary


Benefits: Because most ships use an outsource vendor to hire for the salon/spa positions, insurance and retirement are not offered. However, the best part of working on a cruise is that the housing and food are paid for by the ship.

Clients: Passengers have only one choice of salon/spa on the ship. Salon is busy when not in port.

Notes: To work on a ship, one must have patience and teamwork skills. The boat is the size of a football field with about 3,000 people on board. It is not a vacation. Remember this is a job. Yet, free time can be exciting because of the travel experience.

Freelance A freelancer must be a self-starter. Freelancing is great for flexible schedules and job variety.

What: Video, film, photography, fashion, corporate shows, special effects, and character artistry

Who Hair and makeup artist

Required: Licensed/certified training program in entertainment industry

Hours: Long hours here, usually 12-hour days depending if non-union or union. Some jobs require non-union contractors to complete a project in three long days versus a week.

Pay: Day rate. Negotiable. Depends on skills, experience, and location. Range from $500 - $1200 per day. Can go up to $5,000 per day. If represented by agency, an agency fee is deducted from total.

Benefits: As an independent contractor, all insurance, taxes, and retirement are individual’s responsibility.

Clients: The clients or jobs come from production companies, modeling agencies, referrals, and photographers. Clients will be provided if represented by an agent.

Notes: Must be a self-starter, great for flexible schedules.


Product Manufacturer For a product manufacturer, great benefits and harder work equals more potential income.

What: Outside sales of specific products to salons, supplies or distributors

Who Salesperson

Required: No license required; however 60% are licensed

Hours: Monday – Friday, normally Tuesday – Friday when salons are open

Pay: Salary, around $30k - $35k, up to $75k+ for top salesperson

Benefits: 401K, half of medical insurance, car allowance depending on obtained goals, and vacation

Clients: Leads on salons, beauty supplies, existing salons, stylists

Notes: Great benefits, harder work equal more potential income

Educator Educators teach about products and services to students, stylists and salons.

What: Teaching about products or services (color, haircuts, etc.) for manufacturer, beauty school instructor, salon education team

Who Those wishing to teach

Required: Licensed, advanced training required and provided by manufacturer, additional license required to instruct in beauty schools

Hours:

Show Educator – typically Sunday, Monday, all day at major industry shows, traveling required. Manufacturer Educator – Monday – Friday, scheduled in advance (about 2 hours per class) and some traveling time Beauty School Instructor – Tuesday – Saturday, 8 a.m. – 6 p.m., high school instructor hours determined by school Education Team – instruction during salon meeting, once a week to once a month.


Pay:

Show Educator – anywhere from $500 to $3,000 per show Manufacturer Educator – $75 to $200 per class, corporate educators make up to $7,000 per seminar, or salary Beauty School Instructor – average $20k to $50k, director of education $50k+, depends on size of school and location Education Team – negotiations on commission paid, free trips or tickets to education classes are typical payments

Benefits:

Show Educator – free education and builds resume Manufacturer Educator – Extensive knowledge and education provided by manufacturer at no cost. Considered an independent contractor, therefore no benefits provided. Beauty School Instructor – Some schools provide insurance and retirement. Independent School Districts provide the best benefits and hours. Education Team – Lots of free education and experience, benefits only from salons that offer them

Clients: Students, salons, stylists

Notes:

Distributors call on educators from manufacturers to instruct at their location, and they prefer to call on someone that is in their territory. Get on the call list. Furthermore, since many educators already have a large clientele, several choose to work in the salon or spa a few days a week.

Television Stations Television stations can be contacted for the make-up and hair of news anchors

What: Hair and makeup artist for news anchors

Who Freelance hair and makeup artist

Required: Licensed and trained in makeup and hair for film/video

Hours: Early morning to late evening, Monday - Friday

Pay: Varies due to contract, usually day rate applies

Benefits: Get to work on local stars, build portfolio, independent contractor equals no retirement, vacation, or insurance

Clients: News anchors, TV stations


Notes: Most stations require their anchors to do their own makeup and hair. Some stations have a professional give tips to the anchors. Contact these stations and promote yourself to an untapped source of business.

Funeral Homes Most funeral homes have a full time staff that prepares the body, hair, and make-up.

What: Funeral preparation of makeup and hair

Who Stylists

Required: Licensed

Hours: Preparations must be done immediately, hours and days vary

Pay: $30 per style

Benefits: None

Clients: Individual families, funeral homes

Notes: Most funeral homes have a full-time staff that prepares the body, hair, and makeup. Some have a list of stylists willing to be on call. Rarely, a family desires a particular stylist to style the hair.

Quick Tip: Choose the career that fits the life style you want.



Lesson 3: APPRENTICESHIP PROGRAMS This lesson focuses on the following topics:

Introduction Make Apprenticeship Programs Work Be on the Lookout!

Introduction

Apprenticeship programs or working as an assistant are great for anyone new or returning to the business. A well-structured program can offer many benefits. Apprenticeship programs are a cross between theoretical learning and actual practice. In other words, techniques are taught in a classroom setting and then applied in real time in a salon on clients. This will build confidence and skills at the same time. Those who complete the program or training are more loyal to the company. The devotees to a company will have longer tenure, make higher wages, and move up the organizational ladder faster. Many people working as an apprentice or assistant do not use the experience to their full potential. Here are some ways to make a program work, things to beware of, and how to evaluate your progress.

Make Apprenticeship Programs Work

Watch and Learn from Every Person in the Salon From the front desk, to stylists, to other assistants, observe every movement and conversation with clients and use of supplies, products, and any other areas. Become the most skilled person in the salon by learning one thing from each person. Practice Makes Perfect Practicing dialogue in addition to techniques and skills will make for a better career in the long run. Practice with products to see the effects on hair and skin. Obtain several mannequins with which to practice. Call friends to come in after hours to practice on them at discounted rates. Question Everything Ask the client’s opinion on your performance. They will offer suggestions on what to do to improve on customer service or technical service. Ask stylists, the front desk, managers, and other assistants questions about everything. Become the


“who, what, when, where, and how” person. The apprenticeship program is the time to ask questions and get answers. Begin Selling Sell products and add-on services. This will give you practice on selling techniques. Learn from using dialogue on other people’s clients for what works to sell. Be sure to ask permission from the person who is working with assistants before up-selling. Usually, they will appreciate someone helping them make more money. Plus, when working with assistants, more time is available for added services. Pre-book Next Appointment Scheduling a next appointment keeps clients coming back. If the senior stylist does not do this, begin the pre-booking process for them. They will appreciate it! Repetition will turn into a habit. This is a great habit to begin in this industry.

Be on the Lookout! Hands Need To Be Protected Keep a good moisturizing lotion to put on hands in between clients. Having hands in water for long periods of time will cause cracking and bleeding. It is very painful. Keep an eye out for products that cause skin allergies. Also, beware of chemical burns from perms and color. Remember to wear gloves. Try to find a business that is willing to educate rather than exploit. Salons that expect assistants to do all the dirty work rather than having structured lessons are the wrong places to work. Doing nothing but shampoos is not why this business was chosen. Check into the assistant program. There should be:

• A written lesson plan or manual.

• Scheduled in-house artistic classes.

• A timeline set for progress reports.

• Reasonable pay Work Only for Assigned People Many times, stylists run behind and need help to catch up. They approach assistants who are idle and tell them to apply color or prepare the next client. Some are more sensitive to the assistants and offer money up front for help. This is a great way to make extra money and learn from another source. However, if the assistant is busy helping too many people, the person who has been assigned the assistant will become upset. They might be angry that they have paid the assistant, and others are taking advantage of their person and they’re never available. Or they may become upset that the assistant has thrown


their timing off for the day through neglecting clients for other stylists’ clients. Be aware of these expectations before beginning your first day of work as an assistant. Compensation Matters When involved in the apprenticeship program, the pay may be low but the value is high. A great program will offer valuable information, skills, and dialogue for use in the future. Learning this at a school will cost a small fortune. Working experience is best. The law requires any employer to pay minimum wage, regardless of type of work. Some salons persuade assistants to sign Independent Contractor Agreements. These are fine if a guarantee of minimum wage is built into the contract. Ask if it is possible to take clients or models after the scheduled hours. See if a commission can be earned on these services. Even if the salon says no to a commission, tips will be offered, and the practice is worth more than what could have been earned. Just the experience of convincing a friend or family member to have a service will teach self-promotion. Review of Progress The salon must review all assistants’ work on a monthly basis. Tests may be given to evaluate the level of progression. During the review, it is the time to present yourself as confident, skilled, and knowledgeable. Presentation is the key to success; or rather, pretending is the key. Have confidence in yourself and others will, too. Stylists who have assistants must do a weekly review. Since paperless is the way to go, and most people in this industry do not like to write reports, ask the lead stylist to verbally review the past week’s performance. Have them go over the good and the bad. What needs work? What areas are you performing well? What’s the lesson plan for next week?

Get into the habit from the first week of having verbal reviews. It will give a clear sense of direction and build confidence in the assistant and the senior stylist. Plus, the senior stylist will notice the most proficient areas, and might refer business in the future to the assistant. Daily self-evaluation will establish the most resourceful tool. Record in a journal each day’s performance. Remember to record the following:

• How many clients did I make contact with?

• Was there a situation that was handled today? (client, stylist, salon)

• How was it handled; and what was the outcome?

• How would I handle it myself in the future?


• How many clients did I work on after hours?

• What services did I perform?

• What could I have done to improve on these services?

• How much retail product did I sell?

• How many add-on services did I sell?

• How many clients pre-booked their next appointment?

• What skills did I practice today?

• What did I learn new today?



Lesson 4: SELECTING AN EMPLOYER

This lesson focuses on the following topics:

• Employment and Personal Needs

• Pay Structure

• Education

• Clients

• Gathering Information

• Application for Employment

Employment and Personal Needs When seeking employment, it is important to do research to find the perfect match to your personal needs. Prior to finding a place to work, determine your needs and wants. Search deep inside and look at all aspects by considering family, kids, school, and commuting. Be honest about desires as well as requirements. Take into consideration days, hours, location, and any other specific information prior to interviewing. Answer these questions to clarify the needs and wants prior to looking for a job:

• What days do I want to work? (Weekends, standard Tuesday through Saturday, weekdays, split days off)

• How many hours do I want to work? (Full-time, part-time, 4-day schedule at 10 hours per day, etc.)

• Am I willing to work overtime?

• What is the farthest distance from home I am willing to travel?

• Have I tried to drive the commute during the projected hours of employment? (Think about traffic. How long does it take in the morning, night, and on weekends?)

• Do I have reliable transportation?

• What type of job do I want to do?

• What type of job do I not want to do?

• What if the perfect place of employment has an undesired position? (For example: Want stylist position but hired to do all waxing.) Do I take it or find the desired position elsewhere?

• What are my needs as far as income?


• What is the least amount of money I need to earn per week?

• Are there other sources of income while I am building clientele? (family, friends, spouse)

• What type of education does the salon provide? (In-house, structured, none)

• How are the clients distributed? If you want to build a great career, you have to work in a great place. It takes time and research to find a place of employment that is going to benefit your needs. Explore and make inquiries about different employers. Taking the time to become educated on the potential employer is very beneficial for many reasons. First, impressing the employer with company information during the interview will leave a lasting impression. Second, learning about various places to work up front will eliminate bad choices of employment. Third, knowing about the competition will help in developing a stronger advantage over other applicants. When looking for a place of employment, regardless if it is a salon, barbershop, doctor’s office, resort, or other location, do homework about it prior to interviewing. In the following tips, replace the word “salon” with “desired type of location.” Take a look at the following tips to help choose the best place to work. Location 1. Is The Salon Located In A Residential Neighborhood? Look for the amount of homes and apartments. People in homes are typically more stable and move less. Losing a client due to a move across town should be considered when selecting a salon. 2. Is The Salon Located In Or Near Corporate Offices? Executive clients have more money to spend, and require more upkeep. 3. Is The Salon In A Visible Location? If you are unable to find or see the salon, then clients will not either. The more visible the location, the more exposure there is to potential new clients. 4. Is This The Kind Of Spa Or Salon You Want To Spend Your Time? Observe the culture to see how comfortable it is or how well you would fit in.


Pay Structure

What is Hourly? An hourly salon pays by a set dollar amount for every hour worked whether clients are serviced or not. Usually all supplies are provided. What is Salary? Salary is paid each week regardless of how many hours are worked or number of clients served. Supplies are provided. What is a Commission Salon? A commission salon takes a percentage of all money that is generated. A sliding scale is based on dollar amount earned, experience, and negotiation. Taxes and supplies are supplied by the salon. Those who are right out of beauty school and stylists who recently relocated benefit from a steady flow of clients. What is a Lease Salon? In a lease salon, a set dollar amount is charged per week to the stylist. All money is kept and handled by individual stylists. A lease salon works best when clientele is already established. No supplies are provided, so anyone participating in a lease salon should expect to supply their own.

Education

In-house Training Commission salons want quality trained staff and supreme customer service, so they will likely provide training at the salon. Training varies from weekly to monthly to quarterly. Staff members or the salon owner provides training. The optimum training comes from a guest educator brought into the salon. Continuing education is completely up to the individual. Hair shows, videos, and hands-on training at an outside location are a few options. Some salons will provide tickets to such events as incentives to sell products or increase production. When applying at a salon, ask what education is provided and expected. Some states now require continuing education hours.

Clients The Clientele Look at the clients who patronize the salon. Are these the kind of people you want as your clients? Can you provide the level of service the clients expect? Do you enjoy creating the kinds of styles the clients will expect?


Look at the Cost of Services Is this the price range you feel comfortable with? Remember to think about the pay structure. Can you make money working in this salon with these prices? Client Distribution Who gets clients and why? Commission salons sometimes give all new clients to new stylists. Other salons fill the senior stylist books first and any remaining clients go to new stylists. The receptionist is responsible for booking clients. Check out the Customer Service Provided by the Salon Visit the salon as a client. Experience what a client would experience in the salon. This will help determine the comfort level within each location studied.

Gathering Information The Internet provides a limited source of information for salons, because salons tend to be slow to have extended their technology to include a Web page. Classified Ads Classified ads are usually for salons with minimal exposure. A great salon does not need to advertise for openings because salons typically have a steady flow of applicants. Call Distributors A salesperson must visit salons within a certain territory and can give a valuable history of salon culture, ownership, and reputation for each location. They can make great references. Current Employees Current employees are the best source of information. Are they happy? What areas would they improve? What is the best part of working at the salon? Call the Salon and Ask People Call the salon and question a receptionist about requirements. The best time to call is 2 p.m. to 4 p.m., because they will have more time to answer questions during off-peak hours.

Ask people where they go for services. A happy client will share why they feel that salon is the best in the area. Book an Appointment and Look at Marketing Materials Book an appointment and experience it yourself. Ask as many questions as possible. Try not to mention that you are scouting the location for work. This makes some people nervous.


Look at marketing materials. Does the salon advertise? Is it in a newspaper, on TV, or radio? Is the advertising professional? What type of clients would the salon attract?


Application for Employment When applying for a job, everyone must fill out a job application. Be sure to have all information necessary to complete the form. Fill out the application as complete as possible. Being prepared will help you feel confident and look more inviting to future employers. To have a successful pre-employment experience, bring the following items to the job interview:

• A working pen

• Social Security number

• Phone contact information

• Address of former jobs

• Dates of all former jobs

• Supervisors names

• Address of schools attended

• Dates of schools attended

• Reference list

• Resume Remember to focus on correct spelling, grammar, and punctuation. Write legibly and clearly. Practice on the sample application for employment. Quick Tip: Having all your information for the job application will show you are organized and professional. While each business will have different paperwork required, the basics of an employment application do not change. You will be asked to provide personal information, including address, social security number, and home phone number. Occasionally you will be asked if you have a referral to the salon. Having a referral is a good thing as it can act as a stamp of approval for you as a possible employee.


Lesson 5: INTERVIEW TECHNIQUES This lesson focuses on the following topics:

• References

• Resume

• Cover letter

• Practice

• Clothing

• Greeting

• Eye contact

• Posture

• Verbal Information

• Questions

• Call for interview

• Thank You

References Prior to interviewing, there are a few steps that need to be taken to increase your chances of getting hired. First, gather references from about three to five sources. Each source must be a quality person. Think about former employers, teachers, family friends, etc. Notify the people you have chosen as references and get their permission to use them as a reference. Let them know that the potential employer might be calling. Ask the source to write a letter of recommendation. Provide a rough draft copy of a reference letter as a sample. If at all possible, have them put the letter on their company letterhead. Give them a deadline of one to two weeks to complete the letter. It is better to ask five people for references because some may be too busy to complete the letter within the deadline.

After collecting the letters, make copies of each and save the originals in a file at home. Each time you apply for a job, staple the reference letters to the back of your resume. This shows the employer that you go the extra step, while making your resume stand out.


Resume

A resume is one neatly-typed page that is about you. This is your time to brag about your titles, accomplishments, training, and education. A resume is brief and to the point. Do your research at the library or on the internet for different styles of resumes, or for ideas on content. There are companies that specialize in resume writing, but they can be quite expensive. After completing the resume, have at least one other person look it over and make suggestions to make it pop! Here are a few areas that need to be covered in the resume. Remember to list every item with the most recent information listed first, within each section:

• Accomplishments

• Skills and Qualifications

• Employment / Experience

• Education

• Your Contact Information, telephone number & e-mail Quick Tip: The interview is your time to shine. Be confident and smile.


Cover Letter

A cover letter must always accompany any resume. It is a way to introduce yourself and talk about the position you are seeking. It is a formal letter that opens the door to the interview. When employers are looking for the right candidate, they are overwhelmed with many resumes. Once again, if you follow these steps you will stand out above the others.

Here are the areas that need to be covered in a cover letter:

• Which job are you applying for? (The company may have multiple openings.)

• Why did you want to apply for a job at that company?

• What research did you do to know this was the right company for you?

• What do you have to offer? What skills and qualities do you have to offer this company?

• How can you apply your past experiences to help this company?

• What are you willing to share with this company if hired?

• Why are you the best candidate for this job?

• Contact information.

• Thank you for time and consideration.


Sample Cover Letter


Practice The next step to a successful interview is to practice with a friend. Role-play the scenario of the interview several times to feel confident. Practice all elements of the interview, and have your friend point out mistakes as well as the good parts. Show clothing examples of what you are thinking about wearing. Follow these pointers for both your practice and interview.

Clothing Dress appropriately for the interview and fit the image of the prospective company. Wear better clothing than you normally would; dressing sharp is an interview advantage. The correct image and presentation leaves an impression on the mind of the interviewer. You are in the business to make others look and feel good, so do the same for yourself.

Greeting Shake hands with the interviewer. Be careful of the pressure; too much is uncomfortable, too little pressure feels similar to shaking hands with a rag doll. If your palms have a tendency to feel wet, use powder or keep a tissue in your pocket to remove the moisture.

Eye Contact Smile and make eye contact. Concentrate on focusing on the person with whom you are speaking. Looking away gives the impression you are unsure or you are lying. Have the person who is helping you with your interviewing techniques mention to you every time your eyes roll or look away.

Posture When a person walks into a room with their head held high and their shoulders back, this immediately gives the illusion of confidence. Whether you are walking into the room or sitting for the interview, pay close attention to your posture. Watch out for nervous giveaways such as fidgeting during the interview.

Verbal Information Remove “uh” from your vocabulary. Never answer any question with “I don’t know” or “Never thought about that before.” Practice so you know what you’re going to say. Answer directly, provide details, and elaborate. Volunteer information that you feel is important to make you stand out.


Questions Prepare a list of common interview questions. Answer them fully and provide as much detail as possible. Practice out loud at least three times what you plan to say. At the end of the interview prepare a few questions about the company or position. Make sure to get specific details, because who gets to decide where you work? YOU do, if you do it right! Answer these sample interview questions. Then find a friend to ask these same questions, and answer them verbally.

• Tell me about yourself.

• Why do you want to work here?

• What could you contribute to this company?

• Where do you see yourself in 5 years?

• What is your greatest strength?

• How would your friends describe you?

• When would you be able to start?

• How would you address the issue of a client complaint?

• Do you work best on a team or on your own?

• How do you plan to build a clientele?

Call for Interview Be prepared to interview the next day. Sometimes employers choose to do interviews when the business is closed. Furthermore, group interviews are normal for large companies and may only happen once a month.

Arrive fifteen minutes early to the interview. Never take a friend or family member to an interview. If someone drove you to the interview, have the driver wait in the car until your interview is over.

Interview Let the receptionist know you are ready and have a seat. Relax -- you are well prepared if you followed all the recommendations provided in the practice section. Remember, you don’t have to take the first job that is offered -- take the best job that is offered.


The company is looking for candidates who are prepared, confident, positive, attentive, interested, have strong skills, and can fit into the work environment. This is your time to shine. Be confident and smile. At the end of the interview, shake hands and thank them for their time. Make sure they have your cover letter, resume, and reference letters. Let them know the best number to reach you is listed on the resume and application. Have a graceful exit. This is the last thing they will remember about you.

Thank You Send a thank you note to the interviewer as soon as you get home. Handwrite what you would like to say on a nice card and hand address the envelope.



Lesson 6: SUCCESS TIPS This lesson focuses on the following topics:

• Introduction

• Receptionist Role

• Shampoo Tech

• Blow Dry Tech

• Cleaning

• Day One

• Weekly

• Monthly

• Quarterly

• Yearly

• Develop Good Habits

Introduction During the interview process, formulate all expectations before beginning the first day on the job. This will help define all roles for the job title. Sometimes new employees are expected to perform tasks that are unpleasant. But here are a few ways to turn these tasks into new learning experiences.

Receptionist Role Filling in as a receptionist has wonderful advantages. Use this time to explore and learn how to handle multi-tasking. Keep a pen and pencil handy to write down things if memory is a problem. Acting as the receptionist will expand many skills. There are some great benefits to working the front desk. For example, you can:

• Get a chance to learn the computer.

• Build clientele (book all new clients who call in for yourself).

• Learn opening and closing procedures. Because one day you may have so many clients wanting your time that you will have to extend personal hours to satisfy everybody.


• Learn how to multi-task.

• Experience how clients treat the receptionist (usually very disrespectfully).

• Become patient with clients.

• Learn professional phone skills.

• Learn to up-sell extra services.

• Make friends with other stylists when the job is done correctly.

• Practice selling retail and pre-booking next appointments.

Shampoo Tech Shampooing for busy stylists can have its advantages. Just remember to have lotion for dry cracked hands, as water and chemicals can make dry, irritated skin. Use the time as a shampoo assistant wisely, for example: 1. Learn the art of an invigorating shampoo and a stress-relieving conditioner. 2. Demonstrate abilities to sell products (shampoo, conditioner, etc). For example, ask the stylist first what shampoo to use on that client. If they are not specific, then make a wise choice. When shampooing a high lift blonde, a color additive shampoo is not recommended, because freshly-colored hair is porous and will soak in the shampoo’s base color. And, color theory taught us yellow + blue = green. Be smart about selections. Study product knowledge. 3. Learn to up-sell waxing and deep conditioning treatments that take only 5 to 10 minutes. (Prior to this, ask the stylist if it is okay on their time schedule to offer these services. Ask if an up-sale is accepted and if the additional service dollars could be applied to the final bill and distributed to your weekly totals.)

Blow Dry Tech Blow-drying and styling a client is a fun and rewarding opportunity to up-sell services, promote products, instruct clients, and to practice new styling techniques; use this wonderful time as a way to learn what works and what does not. Offer advice on how to use a blow dryer, round brush, or curling iron to each and every client, including those who seem to have knowledge on styling. Don’t be surprised when the clients comment that they love learning how to use a round brush. Understand that as beauty professionals we have undergone extensive training, whereas the client has not. Styling is not as simple to the untrained or inexperienced. Teach as a professional in small, detailed examples. Have the client hold styling tools and feel the correct positioning.


Up-sell other services such as deep conditioners, tanning, waxing, etc. Once again, ask the lead stylist, to whom the client belongs, if there is time for added services. Don’t be afraid to ask if the additional income can be dispersed to the one who up-sold the service prior to making the up-sale. Sell products by talking to clients about what is used to make the finished style. It is great practice to dialogue with all clients on how to make a sale. A simple way to increase income is through retail sales. Also, explore new products and how they react to different hair types, humidity levels, and styling tools. Using other people’s clients to practice new styling techniques is a great way to experiment and have a creative outlet. Before styling begins, ask the client if they would like to try a new look. Talk about the plan of action with the customer to gain approval. Sometimes there’s resistance; they may have a special meeting, running late, or the stylist who cut the hair has a specific way they would like the style to look. Assure them that it’s okay to keep what they already have and look very beautiful in their chosen style. However, suggest on the next visit to be open to a new style with no change to the cut or color. Be sure to give the client a card, and let them know that special requests for blow-dry styles are available.

Cleaning

All too often, the new employee or apprentice is asked to pick up the salon, do laundry, dust shelves, and sweep hair. Whether you’re just starting out or a seasoned salon owner, it has to be done so make the most of it.

• Dusting shelves gives time to read and learn about all the products. It can be a time of discovering new products or styling aids.

• Picking up around the salon gives a feeling of salon ownership and pride. Keep the salon clean as if a favorite celebrity, loved one, or parent was just about to visit.

• Sweeping hair is a way to learn from other stylists’ good habits as well as avoid their bad habits. This is a great way to learn successful dialogue. By speaking less and listening more, one can learn a whole wealth of information.

Doing the laundry is an excellent time to relax. Folding towels and hanging smocks are great activities to give the mind a rest. Being in a relaxed state will spark creative ideas. It is also a time to express appreciation for those who do this job every day. The duties that require the least skills are usually the most unpleasant and hardest jobs, so try and make a point to thank the janitorial staff for their hard work.


Day One On the first day at any job, unfamiliar territory can be a bit intimidating. Never fear - everyone survived the first day of each school year, right? So survival in the work environment is possible too. Keeping busy will make the day go by faster, and goals will be achieved sooner. Have an action plan of things to be accomplished every day. The place of employment might have a schedule of things to do; however, some salons expect an employee to sit and wait for clients. It is better to go in prepared. Begin with this checklist of things to complete the first day:

Tour the Salon

• Learn the location of your new station.

• Learn the location of capes, smocks, towels, color and dirty towel area.

• Learn to make coffee and serve drinks.

• Learn the computer software to book appointments and ring up products through a qualified employee.

• Find the location for all magazines and hair books.

• Determine where the paging system works (break room, station, entire salon, etc.).

• Record your schedule in the computer along with prices.

Remember Names

• Have someone help make a seating chart of all employees’ names.

• If assisting, remember clients’ names.

• Ask the manager/owner to assign a buddy to go to for questions. Organize Station

• Deep clean the station.

• Put away all supplies.

• Make a list of all supplies needed.

• Order business cards through the salon manager or owner.

• Leave station clear with the exception of business cards in a holder.

• Put all personal photos away (from this point forward your work station is all about the clients).

• Post your license in a designated area.


• Put a floor mat around the station.

• Locate and collect a key for extra cabinet space. Learn Products

• Gather manuals to read about all salon products.

• Chart products using the Product Knowledge section in this course.

• Write information on note cards and play a memory game with them.

• Read the backs of bottles.

• Select products for your station with permission from the manager or owner.

• Talk to other stylists about their favorite products (this is a great introduction to start talking to new co-workers).

Gather Information Try gathering the following information:

• Salon rules and regulations

• Copies of contracts

• Rules on opening and closing the salon

• Lunch time and break rules

Weekly Each week do the following:

• Watch training videos.

• Study fashion magazines for current trends.

• Buy hair magazines to review.

• Update client records in the computer and print them out.

• Make a Sphere of Influence list (you will learn more about this in a later lesson).

• Write thank you notes for referrals.

• Write birthday greetings to clients.

• Prepare postcards for next mailings.

• Read self-help and business-building books.


• Review and record goals (score card, game plan).

• Set new goals for each week.

• File receipts for expenses.

• Order supplies.

• Select a “product of the week” to display.

• Concentrate on one up-sale service for the week.

• Develop a weekly customer service goal.

• Restock business cards.

• Pre-book appointments.

• Call and confirm appointments the day before service.

• Review paycheck for correctness.

• Weekly review (for assistants).

• Clean all supplies.

Monthly Once a month do the following:

• Review monthly goals.

• Reward yourself for completing all goals.

• Collect your commission check for retail and review.

• Mail postcards to clients.

• Create and mail a newsletter.

• Write articles for newspaper or magazines.

• Get an evaluation of progress from the salon.

• List numbers of new requests, total clients, and dollars earned.

• Check bank records and send money to investments/retirement account.

• Send notes to lost clients.

• Restock station supplies.

• Update client profiles for postcards that were returned.


Quarterly One time per quarter, follow this list:

• Review first quarter totals.

• Make notes on number of referrals, clients, and services.

• Find problem areas and solve.

• Review quarterly retail sales.

• Have a contest for referrals from clients to boost sales.

• Have client appreciation day. Offer something of value to client that has little or no cost to the salon. For example, pick one day to do conditioning treatments only on clients for no charge. Use this day to generate more retail sales and increased bookings by setting up future conditioning treatments or other recommended services. Many times large product companies will sponsor the event by providing the product, a support person to do the services, and samples or product information kits. Involve the entire salon by hosting a Client Appreciation Night where the salon as a whole will perform mini services on clients. Small stations will offer a variety of services from scalp treatments, conditioners, mini manicures, make-up touch-ups, chair massages, sample spray tan on one arm, and a woods lamp station to look at skin damage. Invite all product companies to participate. Provide wine and cheese to top off the event. Be sure to check out all applicable alcohol policies prior to serving wine. Have the Client Appreciation Night as a way to raise money for a local charity. Contact the charity prior to event to have representatives on site to answer questions. Ask for donations of $25 at the door. Call local newspapers and TV station for coverage on the event.

Take professional photos during the event. This is great for newsletters, Web sites, and/or press kits.

Yearly The end of the year is the best time to reevaluate and take an assessment of success and situations that could use improvement. Follow these guidelines:

• Review all quarterly totals and develop year-end totals.

• Check accomplished goals to determine success rate.


• Reap your rewards.

• Set new goals for the following year.

• Set a reward schedule for next year’s completed goals.

Develop Good Habits When starting a job in the beauty industry, be prepared to develop good habits from the start. All too often, employees fall into a similar routine around the world: sitting in a break room, going behind the front desk, or hanging out in the reception area. These locations around the salon should be avoided so bad habits do not form. They are energy drains and inflict negativity on even the most positive person. The people who avoid these locations will develop the best work ethic and make more money. Begin with a good routine and enjoy a happier work environment. Let’s look at why these areas must be avoided. Break Room The break room is a place where negative talk and negative moods can start. Many times this is the favorite place for disgruntled employees to hide. It is a place far away from the salon manager or owner. They can spread their infectious, negative, “poor-me” attitude to everyone. These people never last in any industry, because they do not know how to earn a living. They expect that it is someone else’s responsibility to make them busy. They just sit and wait for clients to come in. The theory “Build it and they will come” is only true if the location is great, marketing is consistent, excellent customer service is provided, and referrals are plentiful. Building a clientele takes time. Usually it takes a good three years to build a solid base clientele, and knowing that it is going to take more than hanging out in a break room to build a clientele is a huge advantage. Stay away from negative influences in the break room. The break room has developed a bad reputation. This is unfortunate because this room should be a happy place. Formulating color for a client, sitting and eating lunch after a busy day, gathering needed supplies to service a client are all positive and productive activities. The harder one works at building a clientele, the luckier one gets!

• Use break room to eat in, mix color, and gather supplies only.

• Use the station as a place to do work.

Front Desk This is the most hectic location in the salon. Clients checking in, clients checking out, phones ringing, booking appointments, inventory, payroll, answering questions -- no wonder there are mistakes in the appointment books. The


receptionists are hired to multi-task every minute of the day. More distractions equal more mistakes. Become sympathetic of their situation. When going on break, ask if they would like something to drink or if they need any help. Remember, this person can make or break your appointment book.

• The front desk is for receptionist only.

• Be friendly with receptionist -- they will book friends first.

• Check schedules from a different computer. If another is not available, ask the receptionist (when they are not busy) to check the schedule. This should be done no more than once an hour.

Reception Area Clients want to enter a relaxing place to unwind before the scheduled appointments. Open seating, cleanliness, and calmness are qualities of a good reception area. Gathering on the front couch, acting silly, and eating in front of clients should never be done anywhere in the salon, especially the first place the client sees. It is hardly relaxing or professional for the client. Image is everything for a salon. Build the reputation of the salon as one that is friendly, fun, and professional from the first impression. Help keep the reception area clean and organized. Also, having a greeter is a great idea for the reception area. The greeter can announce when clients arrive, take the clients on a salon tour, get them a drink, and answer questions about retail. Help provide an environment in the reception area that is best for the client:

• Keep the reception area clean.

• Make sure the reception area is stocked with magazines.

• Only approach reception area if you are designated greeter, selecting retail, or receiving a client.

Quick Tip: The harder you work at building a clientele, the more profitable your business becomes over time.



Lesson 7: CUSTOMER SERVICE This lesson focuses on the following topics:

Introduction Telephone Greeting Consultation Service Check Out

Introduction

The most important part of building a large clientele is customer service. Clients love to feel like they are special and cared about. Think of a celebrity going out for dinner; the restaurant immediately greets the celebrity with a smile, finds the perfect table, hovers close by to be at their beck and call, may offer a dessert on the house, and graciously thanks the celebrity for coming in. Why does the restaurant want to give this extra special treatment to the famous hungry person? Because the celebrity could mention the experience they had was fun, great, or delicious, and no amount of advertising is better than that. Would not we all like to be treated as if we were a celebrity? We would feel special, more important, and it would put us in a great mood. Look at your clients. They are celebrities. Clients wear our designs - whether it is a hairstyle, color, skin treatment, or nails - which we created especially for them. We are in a better situation than a clothing designer, because our fashions are not hung back in the closet. The client wears our design every day on their head, skin, or face. Your clients are special because they are advertising your work everyday. The best form of advertising is word of mouth! Capturing a client with the best service can propel an average-skilled person far ahead of even a more experienced professional. By no means does a person have to have the best skills to make a lot of money, but excellent customer service will bring the client back every time. Remember, a client pays for an experience rather than a service most of the time. They are paying to feel special about themselves.


Telephone From the first contact, the customer is judging the service. It is either good or bad there is no in between. A kind voice on the other end of the line makes a newcomer feel welcomed. Pretend that it is a close friend on the phone. Be genuine, informative, and professional on the phone at all times. Provide as much additional information as possible to outshine the competition. Mention special training, the position in the salon (education director, lead colorist, designer, etc.), prices, and description of service. What sounds more inviting? “A haircut and blow-dry is $65,” or “in this service package, we offer a complimentary consultation, a relaxing scalp massage, a cleansing shampoo, followed by a deep penetrating conditioner, personalized haircut, and style with instruction. The cost is $65.” Patience is very important when talking on the phone with clients. Smile when you’re on the phone. When an unhappy customer calls, first identify the situation, empathize, solve the problem quickly, apologize, and thank them. Make the client feel like the world revolves around them.

Greeting How many times has a store recognized a patron when they walk in the door? “Hi, welcome to XYZ. Please, let me know if I may assist you,” is an example of how employees let clients know they are not invisible. No matter whose client has walked into the salon, a simple greeting sets a comfort level with customers. If a client is scheduled at 3 p.m. for a service, drift to the reception area to see if they have checked in. Relying on others for exceptional service is not always possible because of distractions. Waiting for an announcement in the break room is not customer service. What if the client arrived early and the receptionist forgot to announce him or her? What if the client never checked in? What if so many people were in line that they haven’t made it far enough to let the receptionist know they arrived? And what if the announcement wasn’t heard because of a current client still in the chair? Always check for yourself. And, if running behind, always tell the customer how many minutes it will be. Be honest; gaining trust upfront is very important. Think about a celebrity. How would they be treated? Offer a simple hello, a drink, or magazine of styles. Show them where to change clothes, give a tour of the salon, etc. A client is paying for the entire experience rather than just a service most of the time.


Consultation Do a consultation with every client on every visit, even if the client is there every week. Observe their hair, skin, and nails. Look at their clothing, mood, and eyes. Ask questions about their lifestyle, and any changes in their lifestyle from their last visit. For example, are they a stay-at-home mom or a high-powered executive? Are they making any career changes that would affect their style? Are they conservative or high styled? Low upkeep or high maintenance? Then listen to what the client is saying. Sitting and making eye contact with the client shows that there is special attention given rather than looking at a reflection in a mirror. Ask them to describe what they like and dislike about their hair, skin, or nails. Then ask them how it makes them feel. Ask them about their expectations from the visit. Listen and observe everything. Ask the client what they like about their hair, what they do not like, and how they style their hair after a shower. Gather magazines and select styles that they like and styles they dislike, ensuring more predictable results. Repeat back to them what they say they want. This is important to make sure that the service about to be performed is approved by the customer and will minimize any re-work or disappointment. Recommend products that will be used during their visit. Get the products out on the station. Even putting the products into their hands will make the experience different from other places. Up-sell other services at this time. Offer conditioning treatments to compliment a color service. Let the client know that the treatment will help seal in the color, making it last longer. Up-charge $20 to $60 for this service. Let the client know that you offer eyebrow shaping and coloring at an additional charge. If you are in skin care, suggest a peel or mask to maximize the facial benefit at an extra fee. Massage therapists: ask your clients if they would like to have an aromatherapy massage for added relaxation for a small fee. Even nail techs can up-charge by asking if the client would like an extra 5 minutes of massage for an additional $5. Be up front about all charges before any services begin. Surprise the client with excellent customer service, not the bill! Offering these additional services can add $10 to $100 per ticket instantly. You do the math! You can add $15,000 to $25,000 per year to your income just by asking. And, your clients will thank you for it. Tell the client the game plan. By letting them know every step, they will feel more comfortable knowing what to expect.


Example:“First, we will have you change into a smock. Be sure and remove your blouse so that I won’t get color on it. Come back to this station and I will meet you here. I will mix up color right now. After we apply the color, you will process for 10 minutes, and then we will shampoo you. We will shape your hair, blow-dry it, and I will teach you how to style it using the products I recommended.” If they are receiving a hair service, guide the client to the changing room to put on a smock. Let them know to return to the station after they are finished. Many times, a client is unsure if the stylist is going to guide them back, and the client wanders the salon. Get them something to drink or a magazine. If they are receiving a facial, manicure, pedicure, or massage, show the client to the treatment area. Let the customer know what to change into, where to wait, and when you will return. Be prepared with all the items you need to perform the service. Remember to have the temperature of the room set a little warmer than normal, because your client will be sitting or lying idle and they may get cold. You would rather have your client relax and enjoy your service rather than thinking about the uncomfortable temperature. Have the client fill out a client card. Be sure to get full name, address, all phone numbers, e-mail, and birthday. This important information is for marketing and self-promotion. List all formulations, as well as any information about the client as a reference guide -- list their kids, job, vacations, etc. So when they return, a conversation will be easy and the client will be impressed with your great memory. Make a copy of the client record on a home computer, and keep a hard copy in a safe place away from the salon. Update the records weekly. Treat every client like they are the most important celebrity. The job here is to give the best customer service. The greatest thing about customer service is that it does not cost us a penny.

Service Learn the skills to become great. An average cut, color, facial, massage, etc., will seem extra good if one can project a little more confidence and focus. Make it a challenge to give extra details to every service. Use added customer service techniques to show you care about the customer. You’ll get great results from repeat business. Give the best scalp massage during the shampoo and conditioning process. Take the time to learn how to give a relaxing, deep massage of the scalp and neck. Begin with the shampoo. Scrub with invigorating intensity in a set pattern. Watch out that the head does not bang against the shampoo bowl. Then do a


deep, slow massage with the conditioner. Remember to slowly rub the neck. Go very slow. Think about how much nicer it is to be slowly caressed than a quick, short comb-through with fingers. A shampoo and conditioner should take about ten to fifteen minutes. Even if running behind, do not skip out on this important part of the service. The client should be commenting on how wonderful they feel. Make sure every client makes a positive comment about how relaxed and good they feel.

During any type of massage, facial, manicure, or pedicure, put extra effort into the massage aspect. Most people are looking for a good rub from someone who is “into it.” Other added customer service techniques include:

• 2-minute scalp massage prior to shampoo with essential oils.

• Hand facial

• Make-up touch-up

• Demonstrating techniques, show how to blow-dry.

• Shoulder rub Tell the client that when the blow dry is finished, the style will be personalized. This is when a stylist goes back and checks how the cut lays, fixes mistakes, sees that it’s balanced, and finishes any texturizing that is needed. Talk the client through the right products to be used on their hair and how to use them. Teach them how to hold the brush or blow dryer. All of these extras are something that many other stylists are not doing. So do the extras and clients will be very impressed. Most likely the client will return, and even tell others about their unbelievable experience. When a treatment is almost complete, mention you are going back to the area that needs more work. Massage longer, moisturize more. It doesn’t matter. Make the client feel this is something that was personalized just for them. What NOT to do during client services:

• Talk about yourself.

• Look like the party never ended from last weekend.

• Act like a know-it-all or show uncertainty about what to do.

• Have a dirty station, brushes, etc.

• Take any calls during service or have visitors just hanging out.


• Carry conversations with other stylists that the client cannot follow.

• Discuss sex, politics, religion, drinking, boyfriends, or family life.

• Complain

• Smell of cigarettes, alcohol, strong perfume or have bad breath/body odor.

• Act silly or immature. Replace negatives with positives:

• Talk only about the client.

• Look professional and well groomed.

• Show confidence with kindness.

• Clean station, brushes, etc.

• Have messages taken by the receptionist -- tell friends/family not to call or visit.

• Keep the conversation going with the client or hand them a magazine.

• Discuss products, hair, vacations, movies, work, kids, etc.

• Be upbeat and positive.

• Keep a supply of breath mints (do not chew gum … this industry already has that reputation), deodorant, toothbrush/toothpaste, and light perfume or light cologne.

• Working adults are mature, professional, and grown up.

Check Out It is time for the client to leave the salon. If the level of customer service was at 100%, the client will feel like a celebrity and want anything else offered. This is the time to conclude the retail sale and set up the next appointment. Gather all the products used for that day and place on the front desk. Talk the client through each one and how it was used. Tell the client that there are three must-have products and pull them off the shelf. Place on the receptionist counter. Whether they purchase retail or not, be sure to always give a client a sample packet if the product company offers this perk. Tell them the samples are great to travel with or to experience the product best for their hair type. When they take home a sample, it is likely they will purchase it on their next visit. The most important secret to retaining your clients is booking their next appointment. Don’t ask them if they want to pre-book, tell them when. Let them


know that you book up in advance and the chances of getting in next time at the last minute are very slim. Start out by saying: five weeks or six weeks, Tuesday or Wednesday, morning or evening, 6 or 7 p.m., highlights and a haircut style. Some clients will say they do not have their schedule in front of them and are not sure of the dates. Let them know that it is safer to schedule their appointment anyway, and they can always call back if it doesn’t work. Move the time closer than further out because you would rather see your client ten to twelve times a year instead of eight. Increasing the number of visits can generate an extra $10,000 to $20,000 per year. Finally, make sure the receptionist is going to handle ringing out the sale. Introduce the client to the receptionist who will be closing the sale. Give the client a business card with the future appointment and a few extra cards. Explain that the extra cards are for friends or family who need a stylist, colorist, etc. And, tell the client that referrals are a big part of how business is done in the salon. Most importantly, shake hands and tell them how much you’ve enjoyed working with them, and how much you’re looking forward to seeing them next time. Before the next visit, call to confirm the appointments the day before. Do this yourself. The more customer contact, the more connection with better customer service and more likely they will be able to remember you. Follow the checklist on what to say when confirming an appointment.

“Hi, this is (Your name) from (Salon name) calling to remind (name of client) of their appointment for tomorrow, Tuesday, April 23rd at 5 p.m. If you have any questions please call (555) 111-1111.”

Clients who experience excellent customer service will walk away with an uplifted feeling. Their day seems brighter and more fun. The client will feel special and rejuvenated and will look forward to returning to the business. Just a little extra attention at no extra cost will build a huge clientele and put lots of money into your bank. Quick Tip: Good customer service is a key to building a large clientele. Treat everyone like a celebrity, and they will keep coming back to you.



Lesson 8: CLIENT RECORDS This lesson focuses on the following topics:

Know What to Record Types of Files Update Records

Know What to Record

Keeping extensive records is very important for any business. Clients are the key to your financial future. Providing them with consistent service, color, and quality will make clients return more often and send referrals.

Here is how to keep great client records. Client information to Record

• First and last name

• Address

• City, state, zip

• Home phone

• Work phone

• Cell phone

• E-mail

• Occupation

• Birthday month

• Chemical formulas

• Products used or samples given.

• Extra information to remember client (names of kids, spouse, pets, friends or topics of conversation from last visit).

The birthday month information will be used to send birthday cards or discount coupons to those that come in on their birthday. Address and e-mail information will be used for marketing. And, knowing the products that were used will help in future retail sales. In addition, after seeing several clients it is hard to remember who’s who. Use the extra information column as a cheat sheet to write down information about the customer that will spark your memory. This will impress clients with your great, consistent memory.


Types of Files There are two types of files:

• Paper

• Electronic Paper tracking is nice so you will always have a hard copy. It does take up space, though. Be sure to put the information in a secure and safe place. Another benefit of a paper file is it makes for a great visual reference. Some people are very visual and need to see things on paper in order to gain comprehension. If possible, try to use the most modern technology like a hand-held computer known as a Personal Digital Assistant (PDA). PDA’s are so effective in keeping client records. Many stores offer classes on how to use these devices. Some PDA’s have the capability to store photos, so take before-and-after photos of clients and present a slide show to customers while they wait. It’s also fun to scan photos of magazine clippings they bring with them of haircuts into the client records file. When he or she returns, just show the digital image and ask if this is still the desired look. Clients will be impressed with your modern record keeping. Be sure and purchase a backup card (different from an expansion card) so that no information will be lost. Remember to back-up to home or office computer daily.

Update Records Update records twice a year. Clients move, change phone numbers, or jobs frequently in today’s marketplace. Keep clients on an “A” list and a “B” list.

• “A” list - clients who keep regular appointments, refer new business.

• “B” list - clients who stopped coming to salon, those who visit another stylist or another salon.

By directly marketing to “A” clients, you stand a greater chance of receiving more new clients and more frequent visits. Marketing to “B” clients for one year after last appointment could re-generate the business once again. They may find that the grass is not greener on the other side. If after two years the “B” clients have not returned, remove them from the client records. Quick Tip: Clients are a key to your financial future. Keeping extensive client records will help you better serve your clientele.



Lesson 9: LISTENING This lesson focuses on the following topics:

Introduction Characteristics of Listening What Kind of Listening Do You Do? Reasons Why We Do Not Always Listen Effectively Three Types of Listening

Introduction

Research has found that:

• We spend more time listening than any other communication activity (reading, writing, or speaking).

• Even immediately after hearing a message, we forget about 50% of what we just heard.

• At any given time, only about 20% of a speaker’s audience is actually paying attention and only about 12% are engaged in true active listening.

Characteristics of Listening

The following are the characteristics of listening:

• Listening and hearing are not the same thing

• Listening is very active while hearing is passive

• Listening is a learned ability

What Kind of Listening Do You Do?

Pseudo Listening Sometimes you pretend to listen when you really are not. This type of listening is called “pseudo listening.” There could be different reasons behind it; for example, you do not like the topic, etc. Selective Listening Selective listening involves tuning in to those parts of the message you are particularly interested in but missing other things.


Silent Arguing Silent arguing refers to finding flaws in what the speaker is saying and arguing about them in your mind. Premature Replying Premature replying happens when the listener jumps to conclusion and readies a reply without listening to the full statement. Sidetracking Sidetracking happens when the speaker mentions some experience and you begin to recall a past experience triggered by the statement. Ambushing Ambushing is when you are listening with bias to the speaker’s message so you can use his words against him.

Reasons Why We Do Not Always Listen Effectively Preoccupation Sometimes we do not listen effectively because we have more important things preoccupying our minds. Rapid Thought Your brain is capable of understanding speech at up to 600 words per minute but the average speaker only speaks at 100 to 150 words per minute, so your brain has all this spare time to use for other things. Lack of Skills Listening is learned but most people have never had any formal training in how to listen effectively. Speaking Advantages Speaking seems to have more obvious advantages. If you are speaking, you can impress others, show your expertise, control the conversation, etc. External Noise Sometimes external noise -- for example, others talking, office machines, TV, radio, etc. does not let us listen effectively.

Three Types of Listening Informational The object of informational listening is to get the information that the speaker has and to get it as thoroughly and accurately as possible. They have it and you need


it! For example: Classroom, training classes at work, coordinating schedules, client home care routine. Evaluative We practice evaluative listening when we are listening to information so that we can use it to make a decision that something is good or bad. For example: deciding what type of haircut/facial/nail shape/massage that fits the client’s need; determining the type of product for the client.

Listening to Help This is the type of listening we do when people come to us with their problems. This type of listening is also called empathic or empathetic listening; for example, a customer comes with a complaint about their hair, nails or skin not working correctly, an unpleasant experience in the salon, product questions, etc.

Skills to Become a Good Listener

In order to become a good listener you need to develop the following skills: Informational Listening

• Listen more and talk less.

• Listen for key ideas.

• Take notes, outline the speaker’s message.

• Be opportunistic -- find something in the message you can use to your benefit, even if it’s boring.

• Ask questions.

• Paraphrase

• Get rid of distractions.

• Use a formal, upright posture.

Evaluative Listening

• Examine the credibility of the person giving the information: are they educated on the subject; can you trust them; are they ethical; are they biased?


• Examine the information or evidence -- ask when it was done, by whom, and under what conditions. What were the variables? Does it apply to my decision?

• Be able to recognize and differentiate between logical appeal and emotional appeal. Logic appeals to reason or good sense, and emotion appeals to self-concept, specifically the presenting self, and your heart-strings.



Lesson 10: INCREASE YOUR INCOME This lesson focuses on the following topic:

Creative Ways to Make $$$

Creative Ways to Make $$$ Want more money? Besides reducing expenses, increase income through creative ways. Adding more hours, increasing add-on services, retailing and many more creative ideas will increase income. Take an assessment of the daily appointment book. How Many Hours Are Booked With Services? In an eight hour workday, one hour is taken away for lunch and 30 minutes for breaks. That only leaves 6.5 hours for work. Time that is not scheduled with appointments must be used for marketing and public relations. Free time is also the time to experiment and explore education. Always be proactive. In other words, get busy. The harder you work the luckier you get! When Will A Walk-In Occur? No one knows when a walk-in will come in, so be sure to be there during scheduled hours. What Hours Are The Most Heavily Booked? The most heavily booked time will vary depending on type of client. Use this information to market open hours that are hard to book. Look for clients who have more flexible hours to fill less desirable times. When Does The Salon Have Fewer Employees Working? Take your lunch at a different time than everyone else. Just in case a walk-in comes in, your chances of getting that walk-in greatly increase if no one else is available. Would Extending The Hours Be Beneficial To The Working Client? When starting to build a clientele, determine what type of client you most desire. Professionals, college students, or executives are just a few types of clients. Look at their needs. People who work might prefer early morning, lunchtime, or late evening appointments. Stay-at-home moms prefer appointments during school hours that don’t interfere with their carpool duties. Students can only come during the weekend, when classes are out, and when there are fewer


school activities. Some people have church and cannot book Wednesday evenings.

Pick one day a week to extend hours. This means early morning and late at night. See what happens when these times fill first, because no one else is offering these beneficial times. How Many Services Are Booked? Look at how many services are booked. Increase the number of bookings and income through add-on services. Add a quick service at the time when you are with a client. Plant the seed when scheduling the appointment. Ask if they would like to have a lip wax, deep conditioner, or hair color in addition to the current service. Sometimes by just suggesting a service, the client will think about it before they come in for their appointment and will want to have it by the time they get there. What Types Of Services Are Most Requested? Look at your services; are they all the same? Or is there variety? What types of services are most preferred on the appointment book? Usually services that are high dollar items are most desired to have on the appointment book. Work on scheduling more expensive services. Are The Services Competitively Priced? Have competitive pricing with other salons in the general area. Compare training, location, and atmosphere to determine pricing best suited for your area. Over-pricing may reduce the number of clients. Yet, higher-pricing increases a more stable clientele, and less work is needed to produce the same amount as someone charging less. How Much Time Is Spent On Each Type Of Service? Establish standards that set how long it should take for each service. Those who tend to work slowly must increase speed in order to produce effectively. Allowing one hour for a service only generates six services in one day. But reducing the time to forty-five minutes will increase the number of services a day to eight. More production means more money in the pocket. Are The Clients New, Referral Or Repeat? The main goal when increasing income is to maintain and increase your clientele. Generating new clients through marketing is necessary to build a business. Referrals are the best source of new clients. Less money is spent on referrals; they are usually obtained just by asking. Repeat clients are the base of all businesses. This demonstrates that customers are coming back, which is an excellent sign. When they are happy, they will send others, but only if you ask.


Was The Client Pre-Booked For Their Next Appointment? How many times has the phrase “pre-book” been used? Well, it has been mentioned for a reason. Locking in a client for a next appointment will increase future income. Clients will plan ahead and might even mention to others about the time scheduled for their personal services. They are less likely to cancel if they are confirmed the day before their appointment. Even if the last haircut wasn’t the best, they will give another try if they are pre-booked. Finally, pre-booking will increase the number of visits. If pre-booked for every six weeks, the client will stay on schedule. When left up to the client, they might extend the service eight to nine weeks, thus reducing the amount of income generated in one year with this particular client. Even try to move the appointment closer. For example, a client who comes in every six weeks could possibly come in every five weeks. It is all in the way you present it. Did The Client Purchase Retail? Studies have shown that clients who purchase retail products are more likely to return to that salon. Plus, retail sales will increase income through bonuses and commissions. Quick Tip: To increase income: Add more hours, increase add-ons services, and sell retail.



Lesson 11: RECOMMENDING RETAIL This lesson focuses on the following topics:

What is Retail? Why Recommend Retail? Benefits of Retailing Retail Benefits Clients, Too The Secret to Selling Retail Set Goals, Track and Reward Product Knowledge

What is Retail? Retail is anything that is sold from the salon or spa. It can include products, accessories, and tools. Shampoo, conditioner, sculpting gels, facial products, make-up, nail polish, body lotions, and creams are all considered retail products. Accessories include items such as jewelry, purses, candles, and other trinket-type items. Curling irons, blow dryers, flat irons, combs, and brushes, are all considered tools. Even gift certificates are considered retail.

Why Recommend Retail? Recommend retail to improve retention and income. Studies show that retail sales make a difference in repeating customer visits. Clients who purchase retail from their service provider are more likely to return than those who do not purchase retail. It is also very likely that within 48 hours of a salon or spa visit, the client is going to purchase retail. Quick Tip: Keep the commission by completing the sale.

Benefits of Retailing

All commission salons expect a percentage of retail sales from each employee. Usually these types of salons expect retail products to account for about 20% of your total service dollars. The more retail you sell, the higher the commission check. Some salons offer contests to boost retail sales. This is an easy way to earn a trip, extra cash, additional education, or other types of rewards.


In lease situations, one month of selling retail can help offset one week or more worth of rent. As an independent, the added income can also be used for additional continuing education outside of the salon. Salons have found that productive sales in the retail area can generate extra income that can be used for bonuses, shows, in-house education, parties, and other incentives. Quick Tip: Make your environment better through retail sales. Product companies want to help increase your commission by providing free products to salespeople for use on clients and for personal use. A few high-end product companies even track retail sales and offer free trips to major cities for continuing education. Remember to use your additional income to invest in yourself, your business, as well as reward yourself.

Retail Benefits Clients, Too

Professional retail products benefit your clients, because the products are made with the best possible ingredients. Regular products found at many supermarkets and stores have harsh ingredients that strip the hair, skin, or nails of their natural oils and color. After spending a small fortune to look good after your service, it would be a waste to lose the look because of a cheap product. Recommending retail that will protect the hair, skin, and nails in between visits will greatly benefit the client. The second benefit for clients is professional products are concentrated for longer use. Suggest to the client that it is better to use small amounts of product because of its high level of concentration. Sometimes, adding more water will make the product move easier and reduce the amount of waste. The high level of concentration does make the product more expensive. However, one bottle will last two to three times longer, so it’s a much better buy for the money.

The Secret to Selling Retail Some stylists have mastered the art of sales, while others search for the secret. Increasing your retail sales takes three simple steps. 1. Researching Products

• Learn each product in every line.

• Know how the active ingredients work.

• Know who should use it.


• Learn when and how to use each product.

• Become familiar with special features of tools, such as curling irons, dryers, flat irons, etc.

• Review accessories that are offered. 2. Using Products

• Try products at home.

• Work with tools daily.

• Wear current selections of accessories.

• Know how products can be used.

• Experiment for alternate uses. 3. Recommending Products

• At the beginning of the consultation, sit down and look your client in the face.

• Touch hair, skin or nails, for which the service will be performed.

• Determine the best style and explain steps to achieve the look.

• Review current products the client uses at home.

• Ask your client what they want their products to do.

• Set out all products that will be used for the entire length of service.

• Throughout their visit, teach the customer about: The active ingredient in the product. What the product will accomplish. How to use the product.

• Have the client touch and smell each product to enhance the experience.

• Take the client to the retail area and show him or her where each product is located. This will make them feel comfortable for future shopping.

• Set all products on the front desk.

• Tell the client that these are all the products used to achieve the desired look.

• Have the client make a choice. Would they like to take home all the products or just the top 3 to 4 “must have” products?


• Hand the client samples. Samples are a great way to build business. If the manufacturer doesn’t offer samples, make your own using small containers with labels.

• Write down all products used on the client on a recommendation card, as well as the next appointment. Clients will find value in the personalized card, and it reduces the chance of being thrown away. The card acts as a reminder of the next appointment, products, and most importantly, YOU!

• Put a sticker with your name and number on the back of every product sold as well as the samples. This reminds the client repeatedly where he or she got the product, who recommended it, and how much you cared in selecting it.

Set Goals, Track and Reward

On the score card from Section 1, set monthly goals for the dollar amount in retail sales. It is important for you to write it down, because a goal without a deadline is just a daydream. Be realistic in the expectations so you won’t feel overwhelmed. Track your results daily on the score card. At the end of the month calculate the total dollar amount in retail sales. This will give you a good idea of what the commission check should be, as well as what adjustments need to be made to the original goal. Create a specific plan to reward yourself when goals are met. Use commission checks to buy new tools or clothes for work. Take advantage of continuing education classes outside the salon or spa with the extra income. Also, save some of the money to go towards your personal reward. Quick Tip: Use your retail commission checks for your professional improvement.

Product Knowledge Knowing everything about each product carried within the salon is important. Clients want the staff to recommend products that will work best on them and meet their specific goals. Your customers are paying for your expertise and they want your advice. Don’t be afraid to give it. You’re doing them a favor. Lining up the products makes a powerful connection in their mind … they need you to know what to use. Gather Information

• Manufacturers provide product info packets and education manuals.

• Distributors also provide some information on products carried.


• Attend in-salon product knowledge classes.

• Read the back of bottles.

• The internet provides information on manufacturer web pages.

• Other staff members are willing to share what works and what does not work.

• Hair shows are a great source for information about products. Learn About Ingredients Study the ingredients in all products. Recognize active or special ingredients manufacturers add to products. They are sometimes listed on the front of the bottle. An understanding of what is in the products will help determine the best product for each individual client. Above and beyond, clients like to know more about the products and ingredients used on their body. Impressing a client with extensive knowledge will give customers more confidence and motivation to return again for more information. Product Information Chart Learn what is available for sale. Know each product line inside and out. Make a chart of all the products, list who should use it, when to use, and how the active ingredients work. By charting all the shampoos, creams, moisturizers, etc., product knowledge is simple to learn. Writing, reading, and speaking (informing clients) are the optimum learning strategies. Use the chart as a guide in making product knowledge simple. Games To increase the retention of information about products, use games as a fun educational tool. When writing the information to develop the game, really study the information. In no time, you will be an expert on products. Write on the front of each note card the name of the product. On the back of the note card write: • How to use this product?

• What type of clients to use this product on?

• Active ingredient and uses. Divide up into two teams. Starting with team #1, have one host read off the name the product, How, Who or Ingredient. Give one person a chance to answer without help from the teammates. If they get it right, they get a point. Alternate between each team, and keep track of the points. Play the game with a five-minute timer. The team with the most correct answers within five minutes wins!


Product Knowledge List Below you’ll find a sample of a Product Knowledge List. This is a great way to keep up with all the different products and their applications.



Lesson 12: MARKETING AND SELF-PROMOTION This lesson focuses on the following topics:

Introduction How to Start Image Phone Number Printed Materials Business Cards Postcards Newsletters Web Page Advertising Media and Public Relations (PR) Beware Goals, Tracking and Adjustments Walk-in Clients Get Business Yourself Sphere of Influence Referrals

Introduction

When starting new in the business or in a new location, generating clientele is the key to a successful career. But marketing and promotion takes planning and persistence. With the proper steps, anyone can have an effective and high quality marketing campaign. Combining self-promotion with effective marketing is necessary to make more money. Many people in the industry will frown on self-promotion. Why? They feel threatened that all the clients will go to the person asking for referrals. Or, they are afraid that the quality of the campaign will not be of highest standards associated to the salon or spa. Some may be jealous that they didn’t create the idea first. Stick with your marketing and self-promotion -- in three years, you will be better off than those who were envious of your plan.


How to Start Start with a budget of a few hundred dollars or 10% of your income, whichever is higher. Take into consideration printing, postage, and time to produce. Consistency is a key to making a marketing campaign work. Repeatedly sending a message will eventually make the recipient get the message you are trying to communicate. You will gain brand recognition within your marketplace as the person to go to.

Image

Determine the image you want to project. Pick a style like trendy, classy, color expert, master stylist, make-up artist, young and fun. Make sure all your marketing projects the same image.

Phone Number Acquire your own business phone number. That way your clients will always know how to find you. Get a phone number and stick to it. If you move locations in the future, all advertising will not go to waste, because you protected yourself from losing clients. Put the number on every piece of marketing material. And remember, all business lines get listed in the Yellow Pages at no extra charge, so make sure you’re in the right section.

Printed Materials

Some salons offer camera-ready artwork you can use. If they don’t, find a printing company who is willing to help set up layout on business cards, postcards, stationary, stickers, and logo. A graphic artist is the best bet for a large budget. Printing all materials at one time will reduce cost.

Business Cards Always carry professional-looking cards and have plenty at work.

a. Write down the clients’ next appointment on the back of your business card. Clients will keep the card in their wallet and will have it handy to hand out when referring clients.

b. Always hand clients two cards and say that the extra card is for anyone they refer.

c. Put magnets on back of business cards and hand to clients. The customer will feel like it is something of value and will keep it.


Postcards It’s easier to pre-print one month of postcard mailings:

• Mail to current clients every six weeks. Mention specials, promotions, new services, makeover reminders, and holidays during these mailings.

• Mail to nearby neighborhoods or surrounding businesses. Mail out once a month; mention prices, hours, map, specials, and new services during these mailings.

• Use for gift certificates. Always put an expiration date of three months from issue.

• Each month, mail postcards as birthday cards.

• Use as thank you cards for all referrals and send weekly.

Newsletters Reduce cost by sending it by e-mail:

• Mail monthly.

• Include information about new products, simple hair styling instructions, new services, sale items, and personal information about self such as training, years in industry, latest classes attended, or awards or achievements in business. Always relate everything to the salon or spa industry.

• Request referrals.

Web Page Hire a Web designer to set up and maintain a Web site. Select a name that is easy to spell or use your personal name.

Advertising Advertising is expensive and only works if you can do it consistently for at least three years. Consistently repeating marketing is the only way for successful advertising. Local newspapers, magazines, and local cable ads are ways to generate new business. Look for yearly deals where a spot is purchased for one year at a reduced rate. Have a professional design your advertising piece for print and TV. Keep quality high because high-quality clients are the ones attracted to this type of advertising.


The larger the advertisement, the more noticeable it is. To generate more customers, buy large ad space. You will still get recognition if you go with an outstanding small ad, but business card size is too small. Your ad will get more attention if it looks clean or uses a picture of a person, because everyone is drawn to look at people in ads. Use less writing and more space to make for an attractive and eye-pleasing piece. Try a black background with white lettering for a more dramatic look. Color ads will also draw more attention.

Media and Public Relations (PR) You can get great print and sometimes TV exposure if you send feature stories to your local media once a month. This is the way to build awareness within the local, national, and industry community. Free publicity is available for all unique stories! What kind of stories? If there’s a new kind of product or a new style people want to know about, write a little story. If you’re working with an interesting client, doing free services for a charity, or styling for an up and coming music act, they’ll want to know that, too. Find out who the style editors are and send them press kits, story ideas, and even articles. They love to get these and may start to look to you as the go-to person for style advice. Look on the Internet for specifics on how to write a press release or submit a story. You’ll be surprised how often you can get noticed. Once a month send a feature story to local media, regional magazines, and television talk shows with a photo. Submit all PR in a media kit format. Use PR after a story prints or airs and create a location in the salon for a Brag Board. This houses all media exposure in a nicely framed gallery. After exposure on print and video, you may mention this in your marketing pieces. Such as, “As seen in….” or “Local debut on.…”


Beware The following advertising methods have not been as successful as others: Phonebook Most people today call information for a number. Many never open a phonebook to look at ads. Coupon Mailings Junk mail forms of advertising, in small ad-like magazines, are usually thrown away without even a look. This form of advertising can cheapen the overall feeling of the salon. Unless the salon wants to be known for discounted services, this is not effective. The clients that are gained by coupons are always looking to save money and will complain about the cost from now on. To make this work, offer a discount only to new clients, for one particular service, and repeat the ad every week for over a year. Ambush This is when a salon professional seeks out people in malls or outside the salon and offers services. It’s not attractive to chase any person, including a potential customer. The person approached feels trapped or embarrassed that they were targeted. It is also very unprofessional.


Goals, Tracking and Adjustments Set goals for all marketing pieces as well as deadlines to complete each project. On a monthly calendar, write down all marketing goals and projects. This will help you stay accountable. Track the number of clients received from each form of advertising. When receiving phone calls, determine what marketing piece they are calling from. For example, is the call from the TV ad, newspaper article, direct mail piece to neighborhood, or a referral from a regular client? Give your marketing at least one year before making any adjustments. Continue with marketing efforts for at least three years to see results. Stay at it, because it’s necessary to help you make money in the future.

Walk-in Clients Walk-in clientele are typically salon jumpers. They don’t have ties to any salon. However, some jumpers do not want to stay with one salon, and no matter what you do, next time they will walk in somewhere else. Some walk-ins are just new to the neighborhood and may be looking for a permanent salon. They can make great clients if you can show them something different, like customer service.

Get Business Yourself

Here’s the problem -- most employees of a salon or spa expect the shop to bring them clients to build their business, so they sit and wait long hours for the next walk-in clients. But if you want a great clientele and a great career, you know you won’t get it reading magazines! To build a clientele and your career, you have to take the responsibility of getting the business yourself.

Sphere of Influence Sit down and make a list of everyone you know … family, friends, neighbors, people from school, church, the gym, anywhere. Make a list of people you do business with. If you get your clothes cleaned by the neighborhood dry cleaners, why shouldn’t they get their hair done by you? List your doctor, your minister, your dentist, or your mechanic. It doesn’t matter whom, as long as you have personal contact with them. Make a List Think of everyone you know, do business with, or have contact with. The people on the list can help you by having services themselves or referring others. Build strong relationships with these individuals to generate more business. People tend to do business with someone they know versus someone they don’t.


Use the following ideas to help generate a list of your potential clients:

• Family

• Friends

• School

• Neighborhood

• Church

• Gym

• Restaurants

• Shopping

• Dealerships/Mechanics

• Drycleaners

• Groups/Activities/Sports

• Doctor/Dentist

• Former Co-workers

• Special Organizations/Clubs

• Other Create a Database Gather all addresses, phone numbers, and e-mails of all of the people on your list and enter them into a computer database. If you don’t have a computer yet, you can use note cards until you get one. This will be the start of the clientele list. Add to the list each week. Make labels for mailing from the list or start an e-mail database. Furthermore, additional information can be found on the Internet using search engines. Make a Contact Call every person on your sphere of influence. Prepare a script of what you are going to say to feel confident. Schedule complimentary treatments over the next two weeks. Remind them of the traditional cost of the complimentary services, so they know they are getting a great deal.


Within 24 hours after each phone call, send out a direct mail piece that announces your location, hours, and pricing. Put in a couple of business cards, a magnet business card for the refrigerator, and a map to the salon. Each time you send a mailing, you can announce new services, new products, suggest seasonal makeover, offer specials, ask for referrals, or send birthday greetings.


When you get a new customer, always send a thank you note and tell them how much you enjoyed working with them. If someone referred them, send that person a note, too. Stay close to your sphere of influence through personal contact. Call on the phone, send direct mail, newsletters, e-mail, have lunch together, or throw a party to everyone on the list. Remember … out of sight out of mind. Take action now! Consistency Set a schedule for direct mail, and continue sending direct mail pieces to your sphere of influence every six weeks for up to two years. Set a schedule for thank you cards. Keeping up with this on a weekly basis is the best way to handle it. The key to making it work is consistency. Customer Service The hardest part is getting new clients. The easiest part is keeping them with your great customer service and skills. Have a caring attitude about the client, communicate effectively, and be consistent. This will develop loyalty.

Referrals Nothing builds success like referrals. It is easier and cheaper to build your career through referrals than any other form of advertising. Every client that comes through your door has their own sphere of influence that you can tap into to grow your business. Each client has friends, family, or co-workers who could and should be your future customers. Your job is to get those referrals. Another source of referrals is crossover clients from other’s services where you work. Make friends with people who perform services different from yours. For example, mix services between nail techs and stylists, or estheticians and massage therapists. Offer services to them and their families free of charge. Put small signs on each other’s station describing the crossover services. And, send gift certificates to all their clients. Your own competition can be an excellent source of referrals. Make friends with people who provide the same services as you. Occasionally, they will ask you to take over a client they don’t have time for. They may decide to stop performing a service, and sometimes they my change careers or take time off. Then they will offer you their entire clientele. Here are the three principles of referrals: Educate Each time contact is made with a client, reinforce the notion that you are in the salon industry; that you are very good at what you do; you have the knowledge to share; and that you really prefer to do business on a referral basis.


Use the following types of dialogue to help educate the client that you know your business.

Business Talk “I love what I do. I don’t even call it a job, because it’s so fun.” “I’ve been in the business a very long time, and I’ll continue to stay in it.” “I continue with my education each month, even though it’s not required in my industry.” “I always stay up on the current trends through research and education.”

Work Talk “I am the salon Education/Artistic Director.” “I am booked about four to six weeks in advance.” “I have trained at ________, specializing in ____________.”

Knowledge Talk “I’m going to show you how to recreate this look for when you get home.” “To achieve this look, do ___________.” “This product is best for you because ____________.”

Ask for Help Ask clients to contact you if they or someone they know needs a stylist, esthetician, nail tech, or massage therapist. Practice scripts and dialogue for best results.

Referral Talk “If you know of anyone who is looking for a new stylist, please call me with their name and number or have them call me.” “Who does your wife’s/husband’s/kids’/co-worker’s hair? Let’s set up an appointment for them.” “I’ve had so many new referrals this week. I love new clients. Lately, many of my clients have been transferred out of state. Can you think of anyone who could use my services?”


Reward Have a system in place that will immediately reward the act of referring a client to you. Always show your appreciation for this new business.

• When you take the referral call, call and thank them for the referral.

• When you do business with the new referral, have the new referral mention a polite thanks to the referring source.

• When the transaction is complete, send a thank you note for the new referral.

Sometimes, a contest will boost new referrals. Reward clients for their good behavior. Here are some ideas for a referral contest:

• Free services for the new referral.

• Free products for the referral.

• Gift certificates for movies, dinner, or shopping malls.



Lesson 13: BEING PROFESSIONAL This lesson focuses on the following topics:

Look Professional Be On Time Make “Appropriate” Conversation Get Involved in the Community Continue Your Education Keep Up With Technology Knowledge is Power You Can Create Your Dream Life!

Look Professional If you are in the style business, you have to look like it. Your personal appearance, style, and hygiene all make a statement about you. That statement has to be that they can trust you to make them look and feel great. And if you don’t look the part, you can’t make that statement. It is critical that you know your clientele. If 90% of the people walking in the door are the edgiest style people in town, then your personal style should be edgy, too. But the truth is that less than 5% of the population dress or wear their hair similar to what you see at hair shows. That means 95% of the population are a little more conservative. Take a real look at your clientele. Are they business casual or are they part of an alternative underground? Either way, you better look the way the clients want you to look. Dress similar to the types of clients you wish to have as your main clientele base. Yes, you are in the fashion business and your own style needs to reflect current fashion. But your clothes, hair, make-up, and jewelry should always be tasteful, because your clients want to do business with someone they can relate to. Quick Tip: When you look good, you feel good.

Be On Time Having a reputation of always being late is not very flattering, and it is disrespectful of other people’s valuable time. Check the reception area often to see if your client has arrived. You can’t depend on the staff to announce when your client arrives, because they get busy and might forget. It is your job to be ready for the client’s arrival. And if you’re running late, try to call ahead to let the


client know you’re running late. This way, the customer can stay at work longer and won’t get upset wasting time sitting in the salon. If the client has already arrived, politely let them know if you’re running behind. Offer them a drink or try to find someone in the salon to keep them occupied; for example, find the esthetician to discuss the new skin care line, or find the massage therapist to do a hand or shoulder rub to promote their services. This way the client will feel as if they are receiving excellent customer service, and they will accept the fact you are running behind a little easier. Quick Tip: Act professionally by being on time.

Make “Appropriate” Conversation Topics of conversation with clients should be focused on them. Find out what the customer is interested in and make sure you know enough about it to ask intelligent questions. Talk about happenings in your community and the world. Read the local newspaper every day to get ideas for conversation. Remember to avoid the topic of politics and religion. Keep the conversation focused on the client. It’s their best subject! More than just you and your client can hear conversations. Steer clear of inappropriate conversations, like sex, drugs, drinking, and wild activities. Talk about services you perform or other services available in your salon or spa. Discuss retail or tools that will help them achieve the best results. Quick Tip: Conversation should be light, fresh, and easy.

Get Involved in the Community Get involved in something you enjoy. Whether you like to work out, play sports, or participate in church activities, stay involved on a regular basis. This is an excellent source of potential clients. Partake in several different clubs or community groups, because the more variety increases exposure to additional people. Talk positively about your job, and let everyone know that you are in the business of beauty and wellness. Truly care about others and their needs. When they ask for your opinion on what would be best for them, answer, “Let’s look at my schedule and find a time for you to come in for a consultation. I want to give you the best possible suggestion, and I need to be in an environment that supports that.” Always carry business cards for those moments.

Continue Your Education

Regardless of the number of years in the industry, everyone should receive some form of continuing education. Although most states do not require additional


education past licensing, keeping up with the most current trends and techniques is required to develop a successful career. There is an endless opportunity to find education locally, nationally, or internationally. Some salons provide weekly meetings with in-house education. Many distributors or beauty supply companies offer classes on a monthly basis for anyone with a license. Most product companies are willing to come to a location and provide salon support both in-house or in major markets. Conferences or shows provide education for all levels and interests throughout the country, as well as internationally. In addition, advanced training centers throughout the world make international exposure available to everyone.

Gather Knowledge from Within Your Salon Several salons offer some sort of in-house education. Whether it’s for a structured apprentice program or weekly meetings with education for the entire salon, talented individuals are available on a daily basis to share ideas or instruction. Take advantage of free education. Tips and recommendations from stylists at all levels will increase current knowledge. Learning at least one thing from every member in the salon can improve skills and understanding:

• Ask for a copy of the salon education calendar.

• Shadow every person in the salon, then imitate the best qualities and use the information you learned.

• Practice on mannequins during down time.

• Watch videos of current trends.

• Ask questions. Distributor Companies / Beauty Supplies Local distributors or beauty supply stores will inform salons of upcoming educational classes on color, products, and techniques that correspond with items that are for sale at their store. Usually, the classes are small and taught by local beauty professionals from that state. Small classes are better for more individualized instruction. These classes cover education on color lines with formulation, new styling tools and their use, or fun products that create new styles. Sign up early, because they do fill quickly.

• Pick up class schedules at beauty supply stores.

• Sign up and prepay for the class.

• Ask questions at appropriate times.


• Look for specials for class discounts or product discounts when buying or attending specific classes.

Product Companies Large product companies have two ways of providing education. First, product companies provide in-salon education through sales representatives or educators. They will come to the salon and provide information about products and usage. This private interaction between small groups is wonderful to obtain answers and to gather more detailed information. Having master classes in the salon that are taught by someone from the outside will have better results. Almost always, these classes are very structured and are better received. Volunteers or mannequins are used to show the transformations. Samples or free products are usually given to those who attend the class.

• Request a class through the salon manager or owner.

• Keep a pen and paper handy to take notes.

• Ask questions.

• Read information packets provided.

• Let others volunteer to receive the new services offered in the class. Instead, use the time to pay attention and learn.

The second way large product companies provide education is by hosting local education. These usually take place at a hotel or conference center. The classes are large and seating is limited. They are always oversold, so arrive early for best seating. The class is for demonstration purposes and typically offers no question and answer opportunity. The level of instruction is high because the companies will spend a lot of money on well-known educators, production equipment, and a location that allows for a beautiful presentation. The classes are great for inspiration.

• Look for fliers around the salon that identify the next class.

• Call product companies directly for their schedule.

• Check Internet for class locations.

• Sign up early for best pricing -- ticket prices increase as the date gets closer.

• Arrive early for the best seating.

• Bring water and a snack -- classes are usually all day.

• Have pen and paper for note-taking.

• It is okay to stay after to ask questions to instructors.


Beauty Shows Beauty shows offer a wealth of information and motivation for everyone from students and employees, to employers, and even instructors. Using shows as a form of reward is beneficial in two ways. First, attending a show is very motivating and a way to recharge. Learning new information is inspiring to the creative senses. A chain reaction occurs when something new is introduced. Imagination explodes as the new teachings spark additional ideas. Excitement is vital to the learning experience. Second, exposure to other salons, personalities, and products is a huge reward. All too often, people go through life in a small bubble. They do not venture out to gain the wealth of knowledge or try something new. There are people everywhere that have never even ventured out of their home city, state, or country. Opportunities are endless when we look at the whole world as a stepping stone to the next level. Attend shows with an open mind. Listen and watch the successful presenters. Look for qualities of leadership, professionalism, and confidence. Take what was learned from the industry leaders and mimic those positive traits. Seek out the newest products and tools. Buy them and try them. Experience new techniques. Talk to people from various backgrounds in the industry, and seek to develop a creative style from exposure to various educators and different products. Why stagnate in the small pond when swimming in the ocean is a whole new level of excitement and knowledge?

• Look in trade magazines for the next show.

• Search the Internet for detailed information about shows.

• Ask distributors about large educational shows.

• Talk to other stylists about which shows they recommend.

• Order your show ticket, airline ticket, rental car, and hotel on the same day. Discounts are offered to most group events at hotels and airlines. Get information about participating accommodations from the show or conference sponsors.

• Look at the show schedule and pick classes ahead of time.

• Allow for free time to shop vendors at the show.

• Take pen and paper.

• Take water, snacks, and money.

• It is okay to attend the show in a group, but break away at some point to gain new experiences and learn at your own pace.


• People-watch at the show. Who looks successful? What are they wearing? Think about how the show attendees and the platform artists compare and differ in their clothes, confidence, and clientele they serve.

• Remember to take your license, business card, and a photo ID.

• Wear comfortable clothes and shoes.

Keep Up With Technology

Learn how the computer at the salon or spa works. If you are not familiar with computers, take a class at a community college or training. And while you are there, make sure you get a few clients from your fellow students. Learn how to use a Personal Digital Assistant, commonly referred to as a PDA. This is a great place to keep your appointments and client information. To keep from losing any information from technical difficulties, purchase a back-up card -- this is different from a memory card. Memory cards only give your device more memory and store no information. Back-up cards will store all your information on a chip about the size of a postage stamp. Back-up your information to the computer and back-up card every day. Purchase a digital camera and keep it at the salon/spa. It is great to use for before-and-after photos. It is also extremely valuable to use when brides come in for a practice run prior to their wedding. Take photos of every angle of the style. You can instantly show the bride what the selected style will look like in a portrait. It is easy to make changes during the practice day. This will show her that you care, and it will make a difference in her mind knowing she selected the right person for her special day. Having the photos from the practice day comes in handy for the portrait day and wedding day. You might be booked with several brides, and the photo will act as a reminder of what this bride has selected.

Knowledge Is Power Knowing what your paycheck should be will keep you from losing money from poor accounting on the salon’s part. Keep up with all the income you have earned by recording the information daily. On the Expenses worksheet, record all your expenses. Keep the receipts in an envelope in a safe place. It will save you time and energy when taxes need to be prepared.


You Can Create Your Dream Life! You can build a great career if you take the suggestions in this course and run with them. You will have to be patient, because success does take time. Honestly, give yourself three years to see life-changing results. Since achieving your full vision doesn’t normally happen overnight, you will need to take baby steps to take you from your current situation towards your goal. Stay confident in your abilities, act like a professional, and be consistent. You have chosen a great industry, where income potential is unlimited. You can do anything you are passionate about. The time to start a successful career is now. Good luck, and may all your dreams come true! This concludes Lesson 13. You have completed The Easy Way to Become Successful in the Beauty Industry and can now begin Bloodborne Pathogens. Ten of the 40 final exam questions will come from this course content.

Ohio 8 Hour Esthetician Package – Bloodborne Pathogens – OSHA 1910 Subpart Z BP 1

BLOODBORNE PATHOGENS – OSHA 1910 SUBPART Z

Course Description

This course covers the requirements of OSHA’s Bloodborne pathogen regulation 29 CFR 1910.1030. The goal of this course is to educate students about the dangers associated with occupational exposure to blood and OPIM (Other Potentially Infectious Material) and some precautions that can be taken to avoid an unfortunate occurrence of worker exposure to potentially infectious materials.

In addition, this course also covers OSHA’s revisions to 1910.1030 Occupational Exposure to Bloodborne Pathogens; Needlestick and Other Sharps Injuries; Final Rule published on January 18, 2001 and which took effect on April 18, 2001. Compliance with regulatory revisions will help reduce worker risk to potential exposure from bloodborne diseases.

Learning Objectives

• List risks associated with occupational exposure to blood and other bodily fluids • Take precautions for occupational exposure to blood or other potentially

infectious material • Define requirements for an occupational exposure control plan and methods of

compliance • Identify requirements for hepatitis B vaccination, post-exposure evaluation, and

follow-up • Train employees and keep accurate records of exposure control programs • Describe revisions to the bloodborne pathogen standard covering needlesticks

and other sharps injuries Key Terms

Blood – human blood, human blood components, and products made from human blood.

Bloodborne Pathogens – pathogenic microorganisms that are present in human blood and can cause disease in humans. These pathogens include, but are not limited to, hepatitis B virus (HBV) and human immunodeficiency virus (HIV).

Engineering Controls – controls (e.g., sharps disposal containers, self-sheathing needles) that isolate or remove the bloodborne pathogens hazard from the workplace.


Exposure Incident – a specific eye, mouth, other mucous membrane, non-intact skin, or parenteral contact with blood or other potentially infectious materials that results from the performance of an employee's duties.

HBV – hepatitis B virus.

HIV – human immunodeficiency virus.

Occupational Exposure – reasonably anticipated skin, eye, mucous membrane, or parenteral contact with blood or other potentially infectious materials that may result from the performance of an employee's duties.

Other Potentially Infectious Materials – human body fluids such as semen; vaginal secretions; cerebrospinal fluid; synovial fluid; pleural fluid; pericardial fluid; peritoneal fluid; amniotic fluid; saliva in dental procedures; any body fluid that is visibly contaminated with blood; all body fluids in situations where it is difficult or impossible to differentiate between body fluids; any unfixed tissue or organ (other than intact skin) from a human, living or dead; HIV-containing cell or tissue cultures and organ cultures; HIV or HBV-containing culture medium or other solutions; and blood, organs, or other tissues from experimental animals infected with HIV or HBV.

Parenteral – piercing mucous membranes or the skin barrier through such events as needlesticks, human bites, cuts, and abrasions.

Personal Protective Equipment – is specialized clothing or equipment worn by an employee for protection against a hazard. General work clothes (e.g., uniforms, pants, shirts, or blouses) not intended to function as protection against a hazard are not considered to be personal protective equipment.

Universal Precautions – is an approach to infection control. According to the concept of Universal Precautions, all human blood and certain human body fluids are treated as if known to be infectious for HIV, HBV, and other bloodborne pathogens.

Work Practice Controls – controls that reduce the likelihood of exposure by altering the manner in which a task is performed (e.g., prohibiting recapping of needles by a two-handed technique).


Lesson 1: INTRODUCTION TO BLOODBORNE PATHOGENS This lesson focuses on the following topics:

• Background and history

• Risks of occupational exposure

• Precautions and preventative measures

Background and History

Blood and other potentially infectious materials (OPIM) have long been recognized as a potential threat to the health of employees who are exposed to these materials by percutaneous contact (penetration of the skin). Injuries from contaminated needles and other sharps have been associated with an increased risk of disease from more than 20 infectious agents.

The primary agents of concern in current occupational settings are the human immunodeficiency virus (HIV), hepatitis B virus (HBV), and hepatitis C virus (HCV).

In September 1986, OSHA was petitioned by various unions representing healthcare employees to develop an emergency temporary standard to protect employees from occupational exposure to bloodborne diseases. The agency decided to pursue the development of a Section 6(b) standard and published a proposed rule on May 30, 1989.

The agency also concluded that the risk of contracting the hepatitis B virus (HBV) and human immunodeficiency virus (HIV) among members of various occupations within the healthcare sector required an immediate response and therefore issued OSHA Instruction CPL 2-2.44, January 19, 1988. That instruction was superseded by CPL 2-2.44A, August 15, 1988; subsequently, CPL 2-2.44B was issued February 27, 1990 and another, the most current compliance directive, CPL 2-2.69, was issued November 27, 2001.

To reduce the health risk to workers whose duties involve exposure to blood or other potentially infectious materials, OSHA promulgated the Bloodborne Pathogens (BBP) standard (29 CFR 1910.1030) on December 6, 1991 (56 FR 64004). The provisions of the standard were based on the Agency's determination that a combination of engineering and work practice controls, personal protective equipment, training, medical surveillance, hepatitis B vaccination, signs and labels, and other requirements would minimize the risk of disease transmission. The Bloodborne Pathogen Standard was revised in 2001 to reflect language in the Needlestick Safety and Prevention Act of


November 6, 2000.The revised standard took effect April 18, 2001, but was not enforced until July 18, 2001.

Risks of Occupational Exposure

Bloodborne pathogens include but are not limited to:

• HBV, which causes hepatitis B • HIV, which causes acquired immunodeficiency syndrome (AIDS) • HCV, which causes hepatitis C • Human T-lymphotrophic virus Type 1 • Pathogens causing: malaria, syphilis, babesiosis, brucellosis, leptospirosis,

arboviral infections, relapsing fever, Creutzfeldt-Jakob disease, and viral hemorrhagic fever.

Exposures occur in a variety of ways including through needlesticks or cuts from other sharp instruments contaminated with an infected person’s blood or through eye, nose, mouth, or broken skin contact with a person's blood.

Important factors that may determine the overall risk for occupational transmission of a bloodborne pathogen include the type and number of blood contacts that an employee has.

Most exposures do not result in infection. Following a specific exposure, the risk of infection may vary with factors such as:

The pathogen involved

The type of exposure

The amount of blood/OPIM involved in the exposure

The amount of virus in the person's blood/OPIM at the time of exposure

The employer must have an exposure control plan in place for reporting exposures in order to quickly evaluate the risk of infection, inform employees about treatments available to help prevent infection, monitor employees for side effects of treatments, and to determine if infection occurs. This may involve testing employee's blood and that of the source person and offering appropriate post exposure treatment.

It is important to know the risks of infection for the various types of bloodborne pathogens to which you may be exposed.


HBV

Workers who have received hepatitis B vaccine and have developed immunity to the virus are at virtually no risk for infection. For an unvaccinated person, the risk from a single needlestick or a cut exposure to HBV-infected blood ranges from 6-30% and depends on the hepatitis B e antigen (HBeAg) status of the source individual. Individuals who are both hepatitis B surface antigen (HBsAg) positive and HBeAg positive have more virus in their blood and are more likely to transmit HBV.

HCV

Based on limited studies, the risk for infection after a needlestick or cut exposure to HCV-infected blood is approximately 1.8%. The risk following a blood splash is unknown, but is believed to be very small; however, HCV infection from such an exposure has been reported.

HIV

The average risk of HIV infection after a needlestick or cut exposure to HlV-infected blood is 0.3% (i.e., three-tenths of one percent, or about 1 in 300). Stated another way, 99.7% of needlestick/cut exposures do not lead to HIV infection.

Precautions and Preventative Measures

Many needlesticks and other cuts can be prevented by:

• Using safer techniques (e.g., not recapping needles two-handed)

• Disposing of used needles in appropriate sharps disposal containers

• Using medical devices with safety features designed to prevent injuries

Many exposures to the eyes, nose, mouth, or skin can be prevented by using appropriate barriers (e.g., fluid-resistant gloves, eye and face protection, and gowns) when contact with blood/OPIM is expected.

Vaccinations and Treatment

Hepatitis B vaccine has been available since 1982 to prevent HBV infection. All workers who have a reasonable chance of exposure to blood or body fluids should receive hepatitis B vaccine. Vaccination ideally should occur during the health-care worker’s training period. Workers can be tested 1-2 months after the vaccine series to make sure that vaccination has provided immunity to HBV infection.


There is no vaccine against hepatitis C, and no treatment after an exposure that will prevent infection. Immune globulin is not recommended. For these reasons, following recommended infection control practices is imperative.

There is no vaccine against HIV. However, results from a small number of studies suggest that the use of zidovudine (and other drugs) after certain occupational exposures, may reduce the chance of HIV transmission.

Post exposure treatment is not recommended for all occupational exposures to HIV because most exposures do not lead to HIV infection and because the drugs used to prevent infection may have serious side effects. Taking these drugs for exposures that pose a lower risk for infection may not be worth the risk of the side effects. Employees should discuss the risks and side effects with a health-care provider before starting post exposure treatment for HIV.

If the source individual cannot be identified or tested, decisions regarding follow-up should be based on the exposure risk and whether the source is likely to be a person who is infected with a bloodborne pathogen. Follow-up testing should be available to all workers who are concerned about possible infection through occupational exposure.

Treatment for bloodborne pathogen exposure should normally begin as soon as possible. For HBV exposure, treatment should begin as soon as possible, within 24 hours and no later than seven days. For HIV exposure, treatment should begin within hours.



Lesson 2: CONTROL AND COMPLIANCE This lesson focuses on the following topics:

• Exposure control plan requirements

• Methods of compliance

Exposure Control Plan Requirements

All employers with employee(s) who have occupational exposure to, or potential occupational exposure to bloodborne pathogens are required to establish a written Exposure Control Plan designed to minimize or eliminate employee exposure.

Written Exposure Control Plans must contain the following elements:

1. An exposure determination

• A list of all job classifications in which all employees in those job classifications have occupational exposure

• A list of job classifications in which some employees have occupational exposure

• A list of all tasks and procedures ( or groups of closely related tasks and procedures) in which occupational exposure may occur when they are performed by employees in the listed job classifications

2. Methods of compliance

3. HIV and HBV research laboratories and production facilities (if applicable)

4. Hepatitis B vaccination and post-exposure evaluation and follow-up

5. Communication of hazards to employees

6. Recordkeeping

7. Procedures for evaluating circumstances surrounding exposure incidents

The plan is to be made available for employees to review.

The plan must be reviewed at least annually, and updated as necessary to reflect new or modified tasks and procedures affecting occupational exposure, and to reflect new or revised employee positions having occupational exposure to bloodborne pathogens.

The plan must be available to OSHA upon request for examination and/or copying.


Methods of Compliance

The first principle of methods of compliance is that universal precautions shall be observed to prevent contact with blood or other potentially infectious materials. If differentiation between body fluid types is difficult or impossible, all body fluids shall be considered potentially infectious materials.

Engineering Controls

Engineering controls must be used to eliminate or minimize employee exposure. Where occupational exposure remains after the institution of these controls, personal protective equipment shall also be used.

Any engineering controls used must be regularly maintained to ensure their effectiveness. In addition, handwashing facilities, or some other effective way for employees to disinfect their hands, must be readily accessible. It is the employer’s responsibility to ensure that employees wash as soon as possible after they remove their gloves and personal protective equipment. Employers must also ensure facilities for the flushing of mucous membranes, eyes, face, and the body after any contact with blood or other potentially infectious material(s).

If contaminated needles or sharps must be recapped, bent, or removed, a one-handed technique or mechanical device must be used.

As soon as possible after use sharps must be disposed of in a proper container, the container must be:

• Puncture resistant and closable

• Labeled with the biological hazard placard or red colored

• Leak proof on the bottoms and sides

• Be constructed and placed to prevent employees, patients, and visitors from reaching into the container.

Eating, drinking, smoking, applying cosmetics or lip balm, and handling contact lenses are prohibited in work areas where there is a reasonable likelihood of occupational exposure to bloodborne pathogens. Refrigerators used to store blood or other potentially infectious material shall not be used for food or beverages, and shall be so labeled.

When there is the possibility of occupational exposure to bloodborne pathogens, the employer shall provide, at no cost to the employee, appropriate personal protective equipment such as, but not limited to:


Fluid resistant gloves and gowns Fluid resistant laboratory coats Face shields or masks and eye protection Resuscitation bags Pocket masks, or other ventilation devices

Personal protective equipment will be considered "appropriate" only if it does not permit blood or other potentially infectious materials to pass through to, or reach, the employee's work clothes, street clothes, undergarments, skin, eyes, mouth, or other mucous membranes under normal conditions of use and for the duration of time which the protective equipment will be used.

If an employee exposure does occur the employee should immediately:

• Wash the skin with soap and water and flush mucous membranes with water.

• Evaluate the exposure source and determine the risk of infection.

• Seek medical evaluation per the facility's written bloodborne pathogen program

The employer shall ensure that the employee uses appropriate personal protective equipment unless the employer shows that the employee temporarily and briefly declined to use personal protective equipment when, under rare and extraordinary circumstances, it was the employee's professional judgment that in the specific instance its use would have prevented the delivery of health care or public safety services or would have posed an increased hazard to the safety of the worker or co-worker. When the employee makes this judgment, the circumstances shall be investigated and documented in order to determine whether changes can be instituted to prevent such occurrences in the future.

Accessibility

The employer shall ensure that appropriate personal protective equipment in the appropriate sizes is readily accessible at the worksite or is issued to employees. Hypoallergenic gloves, glove liners, powderless gloves, non-latex, or other similar alternatives shall be readily accessible to those employees who are allergic to the gloves normally provided.


The employer must pay for any cleaning, or disposal of PPE, and shall repair or replace PPE as needed.

Proper gloves must be worn whenever contact with potentially infectious material is anticipated. Disposable (single use) gloves such as surgical or examination gloves, must be replaced as soon as practical when contaminated or as soon as feasible if they are torn, punctured, or when their ability to function as a barrier is compromised. Utility gloves can be disinfected for reuse as long as they maintain their integrity.

If a garment(s) is penetrated by blood or other potentially infectious materials, the garment(s) shall be removed immediately or as soon as feasible. All personal protective equipment shall be removed prior to leaving the work area, and placed in an appropriately designated area or container for storage, washing, decontamination or disposal.

Good housekeeping requires that employers ensure the worksite is maintained in a clean and sanitary condition. All equipment and environmental and working surfaces shall be cleaned and decontaminated after contact with blood or other potentially infectious materials. Broken glassware which may be contaminated must be cleaned up using mechanical means, such as a brush and dustpan, tongs, or forceps.

During use, containers for contaminated sharps must be easily accessible, maintained upright, and not overfilled. Before being moved, sharps containers must be closed and labeled. If the sharps container is leaking, it must be placed in a leak proof secondary container.

Contaminated laundry must be handled as little as possible with a minimum of agitation, and be placed and transported in bags or containers which are labeled or color-coded. The employer must ensure that employees who have contact with contaminated laundry wear protective gloves and other appropriate personal protective equipment.



Lesson 3: UNDERSTANDING HEPATITIS B This lesson focuses on the following topics:

• Risk factors

• Transmission prevention strategies

• Employer requirements and services provided

Risk Factors

Although the potential for HBV transmission in the workplace setting is greater than for HIV, the modes of transmission for these two viruses are similar. Both have been transmitted in occupational settings by percutaneous inoculation or contact with an open wound, nonintact (e.g., chapped, abraded, weeping, or dermatitis) skin, or mucous membranes, to blood, blood-contaminated body fluids, or concentrated virus.

Blood is the single most important source of HIV and HBV in the workplace setting. Protection measures against HIV and HBV for workers should focus primarily on preventing these types of exposures to blood as well as the establishment of an HBV vaccination program and delivery system. Persons who contract HBV are at risk of developing chronic liver disease (chronic active hepatitis, cirrhosis, and primary liver cancer), and are infectious to others.

The risk of hepatitis B infection following a parenteral (i.e., needle stick or cut) exposure to blood is directly proportional to the probability that the blood contains hepatitis B surface antigen (HBsAg), the immunity status of the recipient, and on the efficiency of transmission.

The probability of the source of the blood being HBsAg positive ranges from 1 to 3 per thousand in the general population to 5%-15% in groups at high risk for HBV infection, such as immigrants from areas of high endemicity (China and Southeast Asia, sub-Saharan Africa, most Pacific islands, and the Amazon Basin); clients in institutions for the mentally retarded; intravenous drug users; homosexually active males; and household (sexual and non-sexual) contacts with HBV carriers

Transmission Prevention Strategies

Universal precautions, engineering controls and personal protective equipment all are effective measures for reducing the exposure risk to employees.

In the hospital and other health-care settings, "universal precautions" should be followed when workers are exposed to blood, certain other body fluids (amniotic fluid,


pericardial fluid, peritoneal fluid, pleural fluid, synovial fluid, cerebrospinal fluid, semen, and vaginal secretions), or any body fluid (including saliva during dental procedures) visibly contaminated with blood.

Emergency medical and public-safety workers are at higher risk for contracting HBV. This group includes fire-service personnel, emergency medical technicians, paramedics, and law-enforcement and correctional-facility personnel.

Available vaccines stimulate active immunity against HBV infection and provide over 90% protection against hepatitis B for 7 or more years following vaccination.

Hepatitis B vaccines also are 70%-88% effective when given within 1 week after HBV exposure.

• Use of hepatitis B vaccine is strongly endorsed by the medical, scientific and public health communities as a safe and effective way to prevent hepatitis B disease and possible death.

• Hepatitis B vaccines have been shown to be very safe when given to infants, children and adults.

• There is no confirmed evidence that indicates that hepatitis B vaccine can cause chronic illnesses.

You may have hepatitis B (and be spreading the disease) and not know it; sometimes a person with HBV infection has no symptoms at all. Only a blood test can tell for sure.

If you have symptoms

• Your eyes or skin may turn yellow

• You may lose your appetite

• You may have nausea. Vomiting, fever, stomach or joint pain

• You may feel extremely tired and not be able to work for weeks or months

In addition to universal precautions, the following accepted measures would help reduce employee risk to contracting bloodborne diseases.

1. After they are used, disposable syringes and needles, scalpel blades, and other sharp items should be placed in puncture-resistant containers for disposal; the puncture-resistant containers should be located as close as practical to the use area.

2. Hands and other skin surfaces should be washed immediately and thoroughly if contaminated with: blood, other body fluids to which universal precautions apply,


or potentially contaminated articles. Hands should always be washed after gloves are removed, even if the gloves appear to be intact.

3. All spills of blood and OPIMs should be promptly cleaned up using an EPA-approved germicide or a 1:100 solution of household bleach in the following manner while wearing gloves. Visible material should first be removed with disposable towels or other appropriate means that will ensure against direct contact with blood. The germicidal solution should be carefully poured onto the surface where the spill has occurred, and left for 20 minutes (or whatever the manufacturer's instructions state). After the contact time, the germicidal should be washed off with clean water and then the area should be scrubbed with a liquid soap, and rinsed. Gloves should be worn throughout this activity and if splashing is anticipated, protective eyewear should be worn along with an impervious gown or apron which provides an effective barrier to splashes.

4. Although soiled linen may be contaminated with pathogenic microorganisms, the risk of actual disease transmission is low. All soiled linen should be handled as little as possible and with minimum agitation, and bagged at the location where it was used. Linen soiled with blood should be placed and transported in labeled bags that prevent leakage. Normal laundry cycles should be used according to the washer and detergent manufacturers' recommendations. Personnel involved with the handling and sorting of contaminated laundry should wear protective equipment such as gloves, gowns, masks, and eye protection.

5. Protective work clothing contaminated with blood or other body fluids to which universal precautions apply should be placed and transported in labeled bags or containers that prevent leakage. Personnel involved in the bagging, transport, and laundering of contaminated clothing should wear gloves.

Infectious waste shall be handled as a regulated waste, and as such, shall be stored, transported and disposed of according to current and applicable local, state, and federal regulations.

These precautions are employed in the context of an overall exposure control program. An effective program will also include:

1) Classification of work activity 2) Development of standard operating procedures, 3) Provision for training and education, 4) Development of procedures to ensure and monitor compliance 5) Workplace redesign.


Employer Requirements and Services Provided

Employers must make available the hepatitis B vaccine and vaccination series to all employees who have occupational exposure to bloodborne pathogens, and post-exposure evaluation and follow-up, to all employees who have had an exposure incident.

In addition, the employer must ensure all medical evaluations and procedures, including the hepatitis B vaccine and vaccination series and post-exposure evaluation, follow-up, and prophylaxis, are:

• Made available at no cost to the employee

• Made available to the employee at a reasonable time and place

• Performed by/under the supervision of a licensed physician or by/under the supervision of another licensed healthcare professional

• Provided according to recommendations of the U.S. Public Health Service that are current at the time these evaluations and procedures take place.

Current recommendations of the U.S. public health service can be obtained through the Centers for Disease Control (CDC) or online at www.cdc.gov

Hepatitis B vaccination must be made available after the employee has received the training, and within ten working days of initial assignment to all employees who have occupational exposure unless:

• The employee has previously received the complete hepatitis B vaccination series

• Antibody testing has revealed that the employee is immune

• The vaccine is contraindicated for medical reasons.

If the employee initially declines hepatitis B vaccination but at a later date, while still covered under the standard, decides to accept the vaccination, the employer shall make available hepatitis B vaccination at that time. Employees who decline to accept hepatitis B vaccination offered by the employer MUST sign the following statement.

I understand that due to my occupational exposure to blood or other potentially infectious materials I may be at risk of acquiring hepatitis B virus (HBV) infection. I have been given the opportunity to be vaccinated with hepatitis B vaccine, at no charge to myself. However, I decline hepatitis B vaccination at this time. I understand that by declining this vaccine, I continue to be at risk of acquiring


hepatitis B, a serious disease. If in the future I continue to have occupational exposure to blood or other potentially infectious materials and I want to be vaccinated with hepatitis B vaccine, I can receive the vaccination series at no charge to me (Mandatory Appendix A of 1910.1030).

Following a report of an exposure incident, the employer shall make immediately available to the exposed employee a confidential medical evaluation and follow-up, including at least the following elements:

• Documentation of the route(s) of exposure, and the circumstances under which

the exposure incident occurred

• Identification and documentation of the source individual, unless the employer

can establish that identification is infeasible or prohibited by state or local law

• Collection and consent (from both the source and employee) for the testing of

their blood for HBV and HIV serological status

• Counseling

• Evaluation of reported illnesses

The employer also has to ensure that the healthcare professional evaluating an employee after an exposure incident is provided the following information:

• A copy of the OSHA bloodborne pathogen standard

• A description of the exposed employee's duties as they related to the exposure incident

• Documentation of the route(s) of exposure and circumstances under which exposure occurred

• Results of the source individual's blood testing, if available

• All medical records relevant to the appropriate treatment of the employee, including vaccination status, which are the employer's responsibility to maintain.

The employer also has to obtain and provide the employee with a copy of the evaluating healthcare professional's written opinion within 15 days of the completion of the evaluation.


• The healthcare professional's written opinion for Hepatitis B vaccination must be limited to whether Hepatitis B vaccination is indicated for an employee, and if the employee has received the vaccination.

The written opinion must be limited to the following information:

• That the employee has been informed of the results of the evaluation

• That the employee has been told about any medical conditions resulting from exposure to blood or other potentially infectious materials which require further evaluation or treatment.

All other findings or diagnoses must remain confidential and must not be included in the written report.

The source individual's blood must be tested as soon as feasible and after consent is obtained in order to determine HBV and HIV infectivity. If consent is not obtained, the employer must establish that legally required consent cannot be obtained. When the source individual's consent is not required by law, the source individual's blood, if available, must be tested and the results documented.

When the source individual is already known to be infected with HBV or HIV, testing for the source individual's known HBV or HIV status need not be repeated.

Results of the source individual's testing must be made available to the exposed employee, and the employee must be informed of applicable laws and regulations concerning disclosure of the identity and infectious status of the source individual.



Lesson 4: COMMUNICATION AND TRAINING This lesson focuses on the following topics:

• Warning employees of hazards

• Training requirements

• Recordkeeping requirements

Warning Employees of Hazards

Biological and blood related hazards to employees are primarily communicated through labels, tags and placards affixed to containers of blood or other potentially infectious material, and contaminated articles or equipment. That is the visual element of communication of hazards to employees. Proper employee training will provide the necessary knowledge and skills needed to enable employees to fully protect themselves.

Warning labels help employees easily and quickly identify bloodborne exposure risk when handling containers or equipment. They should be of the fluorescent orange, orange-red, or predominantly so, with lettering and symbols in contrasting colors and the bloodborne placard symbol displayed with the legend ‘Biohazard’.

Warning labels should be affixed to containers and bags of regulated waste, refrigerators and freezers containing blood or other potentially infectious materials; and other containers used to store, transport or ship blood or other potentially infectious materials. OSHA allows the substitution of a solid red bag or container for labels, if necessary.

Labels should be placed directly on, or as close to the container or equipment as feasible, by any method that will prevent it’s loss or unintentional removal.

Individual containers of blood or other potentially infectious materials that are placed in a labeled container during storage, transport, shipment or disposal are exempted from the labeling requirement.

Training Requirements

Employers shall ensure that all employees with occupational exposure participate in a training program which must be provided at no cost to the employee and during working hours. Training must be provided at the time of initial assignment, and at least annually thereafter. Training must be appropriate for the student’s level of education, literacy, and language.


The person conducting the training has to be knowledgeable in the elements contained in the training program as it relates to the specific workplace where the training is being held.

Training must include at least the following:

• Accessible copy of the Bloodborne text, and an explanation of it’s content;

• A general explanation of bloodborne diseases and their symptoms

• An explanation of the Employer’s control plan, and how to obtain a copy

• An explanation of how to recognize tasks that that may involve exposure to blood and other potentially infectious materials

• An explanation of the use and limitations of methods that will prevent or reduce exposure, including engineering controls, work practices, personal protective equipment, and the signs and symbols used to indicate biohazards

• Information on the types, proper use, location, removal, handling, decontamination and disposal of personal protective equipment, and how to select the proper personal protective equipment

• Information on the hepatitis B vaccine, including information on its efficacy, safety, method of administration, the benefits of being vaccinated, and that the vaccine and vaccination will be offered free of charge

• Information on the appropriate actions to take and persons to contact in an emergency, and the procedure to follow if an exposure incident occurs, including the method of reporting the incident

• Information on the post-exposure evaluation and follow-up that the employer is required to provide for the employee following an exposure incident

• An opportunity to ask the trainer any questions

Recordkeeping Requirements

The employer is required to establish and maintain an accurate record for each employee with occupational exposure, in accordance with 29 CFR 1910.1020, ‘Access to employee exposure and medical records’, which includes requirements for employee medical record retention (the duration of employment plus 30 years), written authorizations, access to employee records, and employee information.

The required record must include:

• The name and social security number of the employee


• A copy of the employee's hepatitis B vaccination status including the dates of all the hepatitis B vaccinations and any medical records relative to the employee's ability to receive the hepatitis B vaccination

• A copy of all results of examinations, medical testing, and follow-up procedures

• The employer's copy of the healthcare professional's written opinion

• A copy of the information provided to the healthcare professional

The employee medical records must be kept confidential, and not disclosed or reported without the employee's express written consent.

Employee medical records required by OSHA shall be provided upon request for examination and copying to the subject employee, to anyone having written consent of the subject employee, and to OSHA.

Training records must include the following information:

• The dates of the training sessions

• The contents or a summary of the training sessions

• The names and qualifications of persons conducting the training and

• The names and job titles of all persons attending the training sessions.

Training records must be maintained for at least 3 years from the date on which the training occurred. Records must be made available to OSHA upon request for examination and/or copying.

Training records must be provided upon request for examination and copying to employees, and to employee representatives.

If the employer ceases to do business and there is no successor employer to receive and retain the records for the prescribed period, the employer must notify the Director, at least three months prior to their disposal and transmit them to the Director, if required by the Director to do so, within that three month period.



Lesson 5: REVISIONS AND ADDITIONS TO OSHA STANDARDS

This lesson focuses on the following topics:

• The needlestick safety and prevention act

• Bloodborne pathogen standards

• OSHA’s revisions to 1910.1030

The Needlestick Safety and Prevention Act

The Needlestick Safety and Prevention Act (the Act) (Pub. L. 106-430) was signed into law on November 6, 2000. Because occupational exposure to bloodborne pathogens from accidental sharps injuries in healthcare and other occupational settings continues to be a serious problem, Congress felt that a modification to OSHA's Bloodborne Pathogens Standard (29 CFR 1910.1030) was appropriate to set forth in greater detail (and make more specific) OSHA's requirement for employers to identify, evaluate, and implement safer medical devices.

OSHA revised the standard in response to an identified need to provide safer needle devices as they become available, and to involve frontline employees in evaluating and choosing the devices. The updated standard also requires employers to maintain a log of injuries from contaminated sharps.

Bloodborne Pathogen Standards

Changes in the bloodborne pathogens standard are intended to reduce needlesticks among healthcare workers and others who handle medical sharps.

Specifically, the revised OSHA bloodborne pathogens standard obligates employers to consider safer needle devices when they conduct their annual review of their exposure control plan. Safer sharps are considered appropriate engineering controls, the best strategy for worker protection.

Involving frontline employees in selecting safer devices will help ensure that workers who are using the equipment have the opportunity for input into purchasing decisions. The new needlestick log will help both employees and employers track all needlesticks to help identify problem areas or operations. The updated standard also includes provisions designed to maintain the privacy of employees who have experienced needlesticks.


Nearly 10 years have passed since the bloodborne pathogen standard was published. Since the bloodborne pathogen standard has been publishedn, many different medical devices have been developed to reduce the risk of needlesticks and other sharps injuries. These devices replace sharps with non-needle devices or incorporate safety features designed to reduce injury. Despite these advances in technology, needlesticks and other sharps injuries continue to be of concern due to the high frequency of their occurrence and the severity of the health effects.

The Centers for Disease Control and Prevention estimate that healthcare workers sustain nearly 600,000 percutaneous injuries annually involving contaminated sharps. In response to both the continued concern over such exposures and the technological developments which can increase employee protection, Congress passed the Needlestick Safety and Prevention Act directing OSHA to revise the bloodborne pathogens standard to establish in greater detail requirements that employers identify and make use of effective and safer medical devices. That revision was published on Jan. 18, 2001, and became effective April 18, 2001.

The revision to OSHA's bloodborne pathogens standard added new requirements for employers, including additions to the exposure control plan and keeping a sharps injury log. It does not impose new requirements for employers to protect workers from sharps injuries; the original standard already required employers to adopt engineering and work practice controls that would eliminate or minimize employee exposure from hazards associated with bloodborne pathogens.

The revision does, however, specify in greater detail the engineering controls, such as safer medical devices, which must be used to reduce or eliminate worker exposure.

OSHA’s Revisions to 1910.1030

Section 1910.1030 is amended as follows:

Section (b) revised definition for engineering controls:

Engineering controls: means controls (e.g., sharps disposal containers, self-sheathing needles, safer medical devices, such as sharps with engineered sharps injury protections and needleless systems) that isolate or remove the bloodborne pathogens hazard from the workplace.

Section (b) new definitions added:

Needleless systems: means a device that does not use needles for:

(1) The collection of bodily fluids or withdrawal of body fluids after initial venous or arterial access is established;


(2) The administration of medication or fluids; or

(3) Any other procedure involving the potential for occupational exposure to bloodborne pathogens due to percutaneous injuries from contaminated sharps.

Sharps with engineered sharps injury protections: means a nonneedle sharp or a needle device used for withdrawing body fluids, accessing a vein or artery, or administering medications or other fluids, with a built-in safety feature or mechanism that effectively reduces the risk of an exposure incident.

Paragraph (c)(1)(iv) is revised to read as:

(c)(1)(iv) The Exposure Control Plan shall be reviewed and updated at least annually and whenever necessary to reflect new or modified tasks and procedures which affect occupational exposure and to reflect new or revised employee positions with occupational exposure. The review and update of such plans shall also:

(A) Reflect changes in technology that eliminate or reduce exposure to bloodborne pathogens; and

(B) Document annually consideration and implementation of appropriate commercially available and effective safer medical devices designed to eliminate or minimize occupational exposure.

Paragraph (c)(1)(v) is redesignated paragraph (c)(1)(vi), and a new paragraph (c)(1)(v) is added to read:

(c)(1)(v) An employer who is required to establish an Exposure Control Plan shall solicit input from non-managerial employees responsible for direct patient care who are potentially exposed to injuries from contaminated sharps in the identification, evaluation, and selection of effective engineering and work practice controls and shall document the solicitation in the Exposure Control Plan.

A new paragraph (h)(5) is added to read as the following:

(h)(5) Sharps injury log.(i)

The employer shall establish and maintain a sharps injury log for the recording of percutaneous injuries from contaminated sharps. The information in the sharps injury log shall be recorded and maintained in such manner as to protect the confidentiality of the injured employee. The sharps injury log shall contain, at a minimum:


(i)(A) The type and brand of device involved in the incident,

(i)(B) The department or work area where the exposure incident occurred, and

(i)(C) An explanation of how the incident occurred.

(h)(5) Sharps injury log.(ii)

The requirement to establish and maintain a sharps injury log shall apply to any employer who is required to maintain a log of occupational injuries and illnesses under 29 CFR 1904.

(h)(5) Sharps injury log.(iii)

The sharps injury log shall be maintained for the period required by 29 CFR 1904.6.

This concludes Lesson 5. You have completed Bloodborne Pathogens. Ten of the 40 final exam questions will come from this course content.

You have now completed the course package and must return to the online course to take the final exam of 40 questions.

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