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When personnel are left to decide which conversations are appropriate with customers, or whether they can touch customers on various parts of the body (custom spray-tanning sessions, etc.), there is no standard definition of appropriate behavior.
• Areas of the body that are off-limits for touching, and how to professionally manage situations involving minimal attire and physical contact near private areas of the body
• Defined policies regarding the level of nudity and undress allowed during services
• How to respond when a customer engages in inappropriate behavior during a service
This can start with your job posting, in which you can include your Code of Conduct and a statement about your zero tolerance for inappropriate behavior. Your hiring process should include:
• Behavioral-based interviewing techniques that require the applicant to tell you how they have handled situations in the past.
• Criminal background checks that include a multi-state criminal search, including an alias search and Social Security number trace; a National Sex Offender Registry search; and searches in counties of residence.
Many offenders search for jobs that offer them access to and privacy with their preferred type of victim. Over time, they begin to push the limits related to physical and emotional boundaries. Some offenders do not have deep-rooted plans to abuse, but they struggle with maintaining appropriate boundaries with certain customers. This might lead to an incident of inappropriate behavior or a false allegation about questionable behavior.
Empowering customers with policies further communicates your salon’s commitment to their protection. You may choose to include an abbreviated Code of Conduct within the waiver they sign, or at least have a copy available for their review. After a customer has received a treatment, solicit their feedback.
Your policies should include procedures for how to respond to violations or inappropriate behaviors, as well as how to respond to incidents or suspicion of abuse. The policies should make it clear that not only should personnel report actual incidents of abuse, but also behaviors that do not quite rise to that level.
If you provide services to minors, ensure your policies clarify any exceptions to general practices for these individuals, such as minimum age requirements. Also, determine whether parental waivers might be required. Policies should also include any additional precautions that staff should take with minors, whether different minimal clothing specifications exist, or whether services can be provided alone and behind closed doors.
Jenny is Vice President of Universal Insurance Programs, based in Phoenix, AZ. She works with new and existing salon owners to determine and provide insurance coverage for their unique business models. Contact Jenny with any questions regarding your insurance at 800.844.2101 x1480 or email jennyb@univins.com.
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