**Student PRO Workbook** **PLEASE READ (Or click here to listen🔊) THE FOLLOWING INFORMATION:** **The information below may not be applicable to all PROS on the site, but your knowledge on it will be needed to continue. If you already know this information…good on you! You’re in the right place.** **CUSTOMER SERVICE:** Customer service is, unfortunately a dying concept… but we’re going to keep it ALIVE! The Hair and Makeup PRO STAFF enforces the idea of “the customer is always right”. Of course, there are times when this doesn’t really apply, but overall each customer needs to have a voice and feel cared for. We are here to serve our clients and serve them well. The easiest way to describe what great customer service should look like, is to imagine yourself as a customer at your favorite restaurant…how would you want to be treated? However you would want to be treated would generally be the character you should have when serving others. This is how you get good reviews, and repeat customers. **FIRST IMPRESSIONS:** If you’ve ever worked a bridal party it’s no secret, they can be exhausting. Weddings are a huge event and there can be a lot of stressful situations involved. One of the biggest stresses on the artist can be the need to make a first impression with each client you service. They don’t know you, or your abilities, so there’s a need to establish trust and likability. This means you must be “on” the entire time, and that can be exhausting. The answer is to stay peaceful, approach them confidently about your capabilities, and ask all sorts of questions so the focus is on them. Most people like talking about themselves, it makes them comfortable and will help them like you. Another very important way to make a great first impression, is how you do the “reveal”, or “first look”. It’s not always a good idea to work on your client in front of a mirror. If you do, it lessens the chance of the client being “wowed” by the final result and gives them the opportunity to make suggestions and judgements of your work along the way. This can be frustrating for both of you. When the client watches the process, it puts more pressure on you to perform, and takes away from the glory of the final reveal. Once you’re pleased with your results, turn them toward the mirror, assuming it has great lighting. Lighting is key! Harsh and overhead lighting can cast strange shadows, and at first glance they could feel hideous. That is not the look you’re going for, and not the first impression you can afford. First impressions are very difficult to overcome. Also, when you’re done, ask if there is anything, they might want different. Reassure them that you can do whatever they want. If the makeup is too much for them, suggest they take a few minutes to get used to the look, and come back a bit later if they still want something different. Most people simply aren’t used to change, so giving them time can solve most of their concerns. **TAKE CARE OF YOURSELF:** This is part of having good customer service. If you’re not happy, your clients are less likely to be happy too. People can sense when you’re overwhelmed or frustrated, so make your sanity a priority. Let’s say you have a large bridal party and the work is demanding and stressful. It’s worth the time to slip away and take a minute to yourself. Don’t wait to do this. Go to your car or find a restroom stall. Sit down, rest, breathe deep, eat, cry… whatever you need to do in order to be happy and peaceful for your client. This could save your reputation. **SANITATION:** Clients feel better knowing their artists and their tools are clean and sanitized. There are many little things you can do while working. - Keep your kit clean and organized. - Wash your hands between each service. Tell your client where to have a seat and that you are going to wash your hands and will be right back. Take any used combs or brushes that dry fast with you and wash them too. - Use a good Sanitizing Spray (we like Colloidal Silver). Spritz your brushes lightly, then wipe them clean with a paper towel or tissue after each spray down. Feel free to spray it on your hands anytime, in front of your client …even all over your kit if you want! - Never pick-up a dropped tool from the floor while working with a client. - Always use a new, comb, cosmetic sponge, cotton swab, or disposable applicator. Being clean and tidy is another form of professionalism. **BE EFFICIENT:** The time you have scheduled for your appointment is crucial to the rest of your client’s day. They trust that you know how long your services will take. The responsibility is yours to stay on the schedule and finish on time. There are little things you can do to make your work efficient to stay on task and on schedule. - Set up your makeup kit or your hair tools within reaching distance. Not all spread out and all over the place. - If your right-handed, keep them to your right. - Know where your things are. Always open you kit the same way with the same things on the left and right. Everything should have a specific place in your kit. You should technically be able to grab something from your kit with your eyes closed. This also helps you pack-up much quicker. - Limit distractions that stop you from working. Even if it’s your client. Sometimes other people like to chat with your client when you’re working on them. But if it’s causing you to take lots of little breaks, they add up! Don’t hesitate to tell them you will be giving your client specific instructions and you need their fullest attention. Especially when applying makeup, it could get messy, or even dangerous. Just be mindful that each extra step to your kit, or break to chat, can actually double your appointment time. People will appreciate that you’re punctual and in charge. They will especially appreciate it if they’re ready with time left over to spare. **KEEP YOUR PORTFOLIO CURRENT:** Always try to make a connection with the photographer affiliated with your event. Right down their information on our client sheet and follow up with them. If you can get professional portraits of either you working, or your work, add them to your portfolio as soon as possible. KNOWING OUR CUSTOMER POLICIES (Written for the client): **WE OFFER:** - Simple booking and cheaper options for hair styling and makeup application services. - The option for in-studio or on-site services. Each PRO can either come to you fully equipped or service your events hair styling and makeup application needs in their studio. The choice is yours at time of booking. - One price guide for all ‘PROS in the Making’ and ‘PROS’. Student PROS perform services for tips, portfolio pictures, and experience only. We keep it simple…no matter which PRO you choose; that level of tier’s prices are the same! **BOOKING REQUIREMENTS:** - For weddings a minimum of 2 services. For example, 2 hairstyles + 1 makeup = 3 services (Trial runs are not included in the wedding day minimum services required.) - For portraits a minimum of both hair and makeup, as you will see reflected in the price guide. - For commercial shoots a minimum of our half day charge to come onsite. **SUGGESTIONS:** - Not waxing your brows or receiving an “out of the ordinary” facial any closer than 5 days prior to the event. (For brow grooming we strongly suggest threading vs waxing, results are more natural). - Trial runs for weddings should be done within 2-6 weeks before your wedding if possible (Trial runs are a separate charge and they are not required but strongly suggested). Also, it’s fun to schedule your trial before another event such as engagement photos, bridal shower! - We also suggest that your face be well exfoliated weekly for the best makeup results. - That everyone has clean and dry hair for each styling (there is a $15 fee to blow dry wet hair) and please DO NOT flat iron your hair if you want curls. - That you provide inspiration pictures for your PRO If no pictures can be found don’t fret, we can still work with you. **PAYMENTS, PRICING AND RESERVATION:** Reserving a PRO for your date is easy: o Give us your event information. o Search available artists to find your favorite. o And make the reservation payment. o **Your artist will contact you directly within 24 hours!** Reservation payments are non-refundable after 24 hours of your reservation. At that time, you will receive by email your PRO’s contact information, if they haven’t contacted you already. We strongly suggest you don’t wait to book your PRO as it’s FIRST COME, FIRST SERVED. Reservations are not confirmed until payment is made. After reservation, your PRO will give you further instruction on paying your balance. The reservation payment will be applied to your final balance. The services our PROS offer are also explained further in our price guide. **AFTER CONFIRMING YOUR RESERVATION:** Each PRO is an independent contractor. Hair and Makeup PROS, LLC does not assume responsibility for the PRO you have booked through the site (see Terms of Service). Once you have made your selection and the reservation payment, all further responsibilities of services and payment is that of the PRO artist. **FINAL WORDS OR WISDOM:** Trust that you have chosen an excellent career. One that gives you freedom to make your own schedule and promise more money in less time. Times might get difficult, you may receive a negative review from time to time but stay hopeful and positive! This is how we grow.