Professional Standards for Beauty and Hairdressing

Author: Zeng Lingfeng
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Publishing Date: 2004-01-01
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(2) Be patient and attentive to customers, never tire of answering questions. When customers choose hairstyles or makeup, provide expert advice and consider their needs from multiple angles. Even if some customers behave rudely, service staff must remain calm and handle the situation appropriately.
(3) Be warm, amicable, and polite. When serving customers, beauticians and hairdressers should pay attention to the art of language. Use Mandarin to greet customers, ensuring accuracy in language, a friendly tone, conciseness, and easy-to-understand, polite expressions. Strictly prohibit the use of vulgar, offensive, slang, or unprofessional language. Strictly prohibit sarcasm, ridicule, or hurtful words. Strictly prohibit frivolous, strange, or indifferent behavior, as well as uncivil gestures and actions.
(4) Treat all customers equally and fairly. When serving customers, do not judge them based on appearance to determine the quality of service. The level of service should not depend on whether the business is busy or slow or the size of the transaction. Adults, children, new and old customers, as well as local and non-local customers, should all be treated equally.
(5) Dedicate to learning professional skills and continuously improve technical proficiency. The beauty and hairdressing industry is a service-oriented field that provides services to consumers with a certain artistic touch. To perform well in this service, one must diligently study professional skills, learn aesthetic knowledge and styling art, and acquire scientific knowledge related to beauty and hairdressing. Continuously improve one's artistic cultivation. As times evolve, people's demand for life beautification also grows. New hairstyles, projects, technologies, and techniques will continue to emerge. Therefore, continuous learning and improvement are essential to enhance technical proficiency and design hairstyles and makeup that customers will appreciate.
(6) Be modest and conscientious, and abide by rules and regulations. Accept customers' supervision willingly, be open to their criticism, and remain humble in praise. Consciously abide by the company's rules and regulations and business discipline. Do not misuse company funds and fight against illegal activities such as corruption and theft. Do not skip work or abandon one's post. During service, maintain focus, behave gracefully, and present a dignified appearance. Avoid long conversations, chatting, or engaging in private activities. Be a good employee of the company.
(7) Strictly adhere to pricing policies, clearly label prices, and ensure quality matches the price. During the service process, do not hide fees, strictly prohibit overcharging, undercharging, or free services. Charge strictly according to the grade price list. For additional services, obtain customer consent. Strictly prohibit using deceptive tactics to add services and infringe on consumer rights. During service, follow standardized procedures, ensure quality and quantity, and ensure quality matches the price.
### Public Relations Tasks of Beauty and Hairdressing Enterprises
Public relations is a communication function that aims to optimize the public environment and establish an organizational image. It involves using various communication methods to influence public opinions, attitudes, and behaviors, gaining public understanding and support, and creating a favorable social environment for the organization's survival and development. China's beauty and hairdressing industry has rapidly developed with the continuous openness of society and economic prosperity. Establishing good public relations is crucial for the survival and development of enterprises in fierce competition. Although operating beauty and hairdressing salons is primarily for profit, as a part of society, they also bear the responsibility of serving society and the public's material and spiritual needs. Therefore, attention must be paid to maintaining a positive public image.
(1) Establish a Positive Corporate Image in the Public
Elegant decoration, a comfortable environment, complete facilities, and staff who exhibit civilized and polite behavior, standardized and thoughtful service, and exquisite skills will enhance the company's position in customers' minds. These are all signs of establishing a positive corporate image.
(2) Conduct Effective External Publicity and Communication
Hairdressing staff, in addition to providing excellent services, should also appropriately promote the company using various methods and means to expand external influence, increase visibility, and foster a sense of closeness among the public. This is also essential for establishing a positive corporate image. External publicity can be conducted through various media, while employee communication with customers relies on language and behavior.
1. The company's positive image and visibility can be enhanced by promoting its brand, services, and features through various media. Additionally, new technologies, creative ideas, and works can be introduced through press conferences, store anniversaries, and festive events to release new information and strengthen exchanges within the industry.
2. Language is the most fundamental and important tool for human communication. All interpersonal interactions require this tool. The beauty and hairdressing industry operates through direct face-to-face contact with customers. Hairdressing staff and customers communicate through language. Therefore, polite and warm language, as well as sincere attitudes, often earn customers' trust. Fully utilizing language communication to understand customers' psychological needs is the foundation for providing perfect services. Building a good relationship with customers and leaving a positive impression can increase customer visits and improve corporate benefits, all of which depend on the skilled use of language art.
3. In addition to language, text, and various media, human communication also involves body language and facial expressions. When interacting with customers, hairdressing staff should pay attention to their body language, especially facial expressions. Different facial expressions convey emotional information. By observing and capturing customers' facial emotions, it becomes easy to understand their psychological changes and satisfaction levels, thereby providing quality services.
(3) Gain Public Understanding and Support
Beauty and hairdressing are essential aspects of life, but not everyone understands or treats the industry or its work with the correct attitude. Analyzing the reasons, on one hand, is influenced by outdated concepts; on the other hand, there are some unethical behaviors in the industry, such as prioritizing big deals over small ones, judging people based on appearance, or charging unreasonable fees for certain services. Therefore, the overall quality of employees should be highly valued. To gain public understanding and support, employees must use their own image to influence and inspire the public.
### The Role and Importance of Language in Beauty and Hairdressing Services
Language is a special tool used by humans to express thoughts and emotions, serving as a bond and bridge between people. Language originates from the heart and is expressed through words. The sincerity of the heart is reflected in heartfelt words, while insincerity is reflected in lies. Any language expresses the speaker's thoughts and emotions, reflecting their thoughts, beauty, ugliness, goodness, and truth through various expressions. Therefore, language can directly reflect a person's thoughts, moral character, and educational and cultural attainment. While reflecting the speaker's thoughts and emotions, language also gives people various impressions, sometimes even deeply. Language is an art, and the same sentence can convey different meanings—negotiation, inquiry, request, friendliness, trust, anxiety, sarcasm, or arrogance—depending on the tone.
Hairdressing staff frequently interact with customers, spending a significant amount of time with them. The attitude of hairdressing staff is reflected not only in the quality of work but also in their communication with customers. The language of hairdressing staff is the most direct expression of service attitude. Customers primarily communicate with hairdressing staff through language. Therefore, the language of hairdressing staff is a crucial basis for customers to evaluate the service attitude of beauty and hairdressing enterprises. The service work of beauty and hairdressing places higher demands on language compared to other industries, determined by the characteristics of this service. As the saying goes, "A kind word warms the heart in winter, while harsh words chill in summer." Every word of a hairdressing staff member leaves an impression on customers and has certain consequences. Since language is an art, there is a need to learn, master, and apply it. Hairdressing staff must study this special form of art diligently, delve into it deeply, and refine it carefully, constantly practicing through work. In a sense, an excellent hairdressing staff member should also be an excellent master of language.
### Requirements for Polite and Courteous Language
Hairdressing staff frequently interact with customers through language, so the beauty of their language is crucial for improving service attitude and quality. Polite and courteous language is a summary of the beauty of language in the context of specific service work. The requirements for service staff's language are as follows:
(1) Civilized Language
Civilized language means speaking without vulgarity or derogatory words. Service staff must first eliminate coarse and unhealthy colloquialisms. When serving customers, use elegant and solemn colloquial language. Avoid sarcastic or mocking language and use positive terms, avoiding negative expressions.
(2) Warm and Amicable
When interacting with customers, hairdressing staff should speak warmly and politely, making the other party feel close. First, use accurate language; second, make the other party feel close. The speaker's demeanor and expression should match the language to make it warm, polite, vivid, and touching, avoiding insincerity.
(3) Simple and Natural
The language of hairdressing staff when serving customers should be simple and natural, avoiding stiffness or artificiality. The simplicity of language is reflected in its colloquial nature. Generally, avoid or minimize the use of professional or industry-specific terms to prevent customers from misunderstanding or not understanding. Second, strive for colloquialism, avoiding formulaic or written language.
(4) Sincere and Trustworthy
The mutual reliance between hairdressing staff and customers is based on mutual sincerity. This requires hairdressing staff to be honest and sincere in their conversations and genuine in their service attitude. Sincerity in language reflects the speaker's psychological state. Insincere language can be detected through tone, intonation, and even expression. A warm and polite tone will make customers feel close and sincere. Sincerity and trustworthiness in language also reflect how services are provided and how customer requests are addressed. Deception is shameful, and exaggeration or making excuses are unethical. For example, when introducing services to customers, be factual. Objectively and truthfully explain the services that can be provided, the quality and effects of the services, and the gaps between what can be offered and what customers request. Avoid arbitrary exaggeration, false advertising, or deliberately making things difficult for customers.
(5) Flexible and Rich
The richness of language also lies in its flexibility. When interacting with customers, the choice of words, mastery of intonation and pauses, should vary depending on the person and the situation. Communicate selectively based on customers' different ages, origins, or regions, and different levels, such as listening to customers' requests for hairstyles or beauty makeup. Hairdressing staff should strive to make their words pleasing to customers, the hairstyles they design, and the beauty services they provide satisfactory. Therefore, language must be flexible, clear in intent, and align with the customer's wishes, ensuring they leave happy and satisfied.
(6) Modest and Courteous
When interacting with customers through language, hairdressing staff should be modest, courteous, and make the other party feel easy to interact with. Hairdressing staff should pay special attention to the use of language, distinguishing between different audiences, varying expressions based on individuals, paying attention to the environment, and knowing the appropriate limits. Avoid pretentiousness or excessive use of words. Be sincere and respectful to customers, truly treating them with courtesy. The modesty of service language is also reflected in speech and tone. A rigid tone is unmodest, while a gentle tone is a sign of modesty and courtesy.