Communication & Questioning

It is important that a trained therapist within the beauty industry shows skills in handling clients which will enable the client to be relaxed and enjoy their treatment. The therapist should offer appropriate advice about the most suitable and beneficial treatment. The therapist must always be prepared to follow the client’s wishes and personal preferences providing they are not detrimental to the client’s skin etc. A calm but efficient manner will enable problems to be dealt with if they arise. Remember to be professional at all times!

Conversation with your client during treatment may be limited, but in general the amount depends on the client and you should follow their lead. Some clients prefer the stimulation of conversation while others prefer a quieter and more relaxed visit. It is important to be a good listener and to be very discreet. At all times client confidentiality must be respected. Remember during massage treatment the client will gain more benefit from a quiet period.

A satisfied client is the best possible advertisement for any salon.

Client questioning during consultation is vital to enable the therapist to carry out the treatment professionally. It ensures the client gets the correct advice and to link to retail sales.

The consultation is also a good time to let the client know what other treatments are available.

The client at the end of the consultation should fully understand what their treatment involves.


Always record information accurately on a record card and update it during each treatment. Remember to ensure you are following GDPR regulations. GDPR applies to all the personal data your beauty salon holds about people, both electronically on computers and on paper (for example, client health questionnaires). It is safest to assume that it covers personal information held in any format. In case you aren’t aware, GDPR stands for General Data Protection Regulation, which replaced the Data Protection Act of 1998.  The new regulations offer the “right to be forgotten,” meaning that clients or staff can request that you delete their information at any point; it also grants them the “right to access,” which equates to giving them the right to access what information you hold about them at any time. There are timescales in which breaches have to be reported and hefty fines where it is not being adhered to. Remember:

• If you hold data on any child under the age of 16, you will need consent from a parent or guardian to store their personal information.

• Ensure that you have a clear privacy notice.