Implementing a skin allegy testing policy
Over the past 12 months, one of the most debated issues in the hair industry has been whether to perform a skin allergy test before applying colour.
Salons have a legal obligation under section 3 of the Health and Safety at Work Act to put client safety foremost and industry guidelines from the Cosmetics, Toiletery and Perfumery Association state that a skin allergy test should be carried out at least 48 hours before applying colour to clients' hair
However, having to turn away clients who want to book spontaneous appointments or those who say that they simply don't have time to take a test is an inevitable downside of a responsible policy.
Nergish Wadia-Austin, who provides management Management Training Seminars to L'Oréal's Prestige Account Customers, including Toni and Guy, Charles Worthington, Nicky Clarke and Trevor Sorbie, explains how you can best handle clients who object to skin allergy testing.
Be Prepared
It is always best to be proactive so I recommend that all customers are given the option of having a skin test during their visit as part of the consultation.
Explain that it will cut out the delay should they wish to have a colour on a whim at a future visit and it will solve any future problems.
A Team Effort
If that opportunity has been missed, a two-step approach is required to maintain customer loyalty while adopting a responsible policy.
- Salon managers have to be prepared with a rehearsed routine which has to be taught to all staff members, including reception staff.
- Stylists have to understand the long term benefit of making sure customers are tested.
Managers should have a training session explaining this to the team in advance of the policy being introduced.
The rehearsed routine could be written in conjunction with the stylists and printed up on the staffroom wall in order to ensure it is a standard salon message known and used by all.
It is important that they understand that there are benefits for both the salon and the client:
- Ensures longevity of colour customer - they would have to have another skin test at a different salon
- Safety and assurance of quality for the salon
- Customers will only experience a short inconvenience on one occasion (when the testing happens) that outweighs the risk of a possible reaction
- Customers will not be made to be skin allergy tested on every future visit.
Spreading The Word
When compiling your salon's skin allergy testing policy you should be sure to use positive language to convey your message.
Wording to include in your message should be:
- Offering a complimentary skin allergy testing service
- Time taken - just two minutes
- The benefits to the customer (as listed above).
Finally, make sure that your client record cards are maintained and regularly updated.
If your policy is consistent, well managed and well communicated you will limit any objections your clients may have. Rather than being seen as a negative use your policy to demonstrate your professionalism as a salon.
Do you test your clients? Perhaps you fear your testing policy is costing your clients? Join the skin testing debate on the My HJi forums.
Visit www.salonstandards.com to find out more about Nergish Wadia-Austin and the courses she teaches.
