Technical proficiency is only a small part of professional success in the beauty industry, with an estimated 85 percent of job success stemming from soft skills. This highlights a growing need for training beyond practical techniques, focusing instead on client interaction and emotional intelligence. As Tania McGeorge, a massage therapist and educator with 21 years of experience, points out, human connection becomes increasingly valuable in an era of advancing AI and automation.
McGeorge stresses that attributes like attention, communication, and empathy are key to building client trust and fostering loyalty. However, many new professionals, particularly those aged 17 or 18 entering their first jobs, lack foundational training in modern professionalism. They may not have experience with phone etiquette or de-escalation techniques, areas that require direct coaching and modelling.
Key elements of modern professionalism identified by McGeorge include authentic communication, emotional intelligence, active listening, professional scripting for difficult situations, and leadership through empathy. She advocates for the power of pauses in conversation, suggesting that understanding what is *not* being said is as important as the spoken word. Effective client consultation begins with open-ended questions like “What’s going on today?” to gauge a client’s emotional and logistical state before delving into specific concerns.
McGeorge also shared strategies for handling price objections, moving away from rigid policy statements to explanations of value. Phrases such as, “I completely understand, that’s a fair question. Let me explain where the value comes from,” can shift the tone of a difficult conversation. Similarly, addressing miscommunication with “It sounds like there was a misunderstanding. Let’s clarify so we’re aligned,” promotes a collaborative resolution.
The COVID-19 pandemic significantly impacted the development of these communication skills for many professionals, reducing opportunities for in-person practice. Salons are now intentionally using scripts for tasks like initial phone calls and handling unfamiliar inquiries. Teaching new staff to say, “I’m new and I want to make sure I help you correctly. May I place you briefly on hold so I can confirm this for you?” can alleviate anxiety and ensure accuracy.
