Welcome to BACK2MYROOTS B2MR:
Regular postings of fresh new topic’s.
A place to share thoughts post comments and idea’s on matters relating to hair colouring skill and techniques and anything industry related.
How do we respond to the issue’s and demands that face us in today’s salon? How do we get that edge? How can we compete and attract new business and indeed retain our existing client base? How many new clients come through our door only to leave never to be seen again? Maybe instead of constantly trying to attract new business we should concentrate on the business we have. It is a fact that over 25% of clients that visit a salon never return
Well we have been looking into the topic of Service that ultimate salon experience:
This by definition is a total package of pampering making our clients feel very special affording our clients a very unique standard of service. This can be the environment created. The atmosphere, furnishing, image all this key to the overall experience.
This being said we must not detract from the importance of education knowledge and communication all the tools required for the ultimate consultation, In so many cases the consultation is either very short rushed none caring uninformative?
It does not matter how much time energy and money are committed to the visual surroundings. The comfort level .The service. The overall experience if the package is not supported by honest caring hands on service from a knowledgeable caring stylist.
The consultation should be your time to shine but it’s also your time to connect with your client make them feel at ease discover the issues. The history of the their hair what brings them to you.
Discover what you can do for them. How you can take a journey together to reach there desired goals. Discuss condition, image, look find out what makes your client comfortable putting people at ease yet taking control comes with experience. Assure them that everything is possible it just takes time patients and a game plan.
I read one comment that suggested turn the conversation to what they client needs and wants! How can we do this if we do not take the time to discover who they are and what those needs and wants might be! We have to take the time to ask all the right questions and listen to the response, it’s not about us or what we think is needed it is up to us to discover unlock those inner needs. The skill is patients and asking the right questions. It is my experience that women do know what they want sometimes by finding out what they don’t want we get an idea of a direction to move toward. So the skills we need go far beyond those of just wanting to do hair. To truly succeed we need to be skilled and versed in so many fields communication public and human relations.
I also think that it’s very important to touch on the topic of boundaries we cannot please every client we cannot take the same journey with everyone. Sometimes after a consultation we just know that this is not going to be a fit have the courage to say you don’t think this will work trust me when I say you get more respect and it will not effect your business to have clear and defined boundaries.
It is not failure to not get involved it is failure to let your EGO say i can deal with this rather than admitting it’s not a fit and adviser maybe a different stylist or salon.
So Lets take a look into our make believe salon: Have that consultation together. This could be you the stylist or you the client!
It could be any where any town on any high street maybe as you read you will think hey that’s me that’s us.
I’m booked into a local salon having been recommended by a friend that the stylist here was very attentive very talented offered excellent service. I’m excited a new stylist a new vision a new look!
My friend had been on a Saturday and said the place was very busy another good indication or so we like to think .
I work Saturdays Tuesday is my day off My appointment booked i arrive a little before my appointment I hate being late.
It’s 10am as i enter the salon a young lady look up from the reception desk she is on the phone smiles and indicates i should take a seat.
It’s early i know but the places is empty! The receptionist look up having finished on the phone and says can I help you. I inform her who I am and that I have an appointment with [ stylist ] she looks at the book vague look on her face then says oh sorry she is not in today. I have booked you with [new stylist] not the one recommended, Oh that’s a shame I was recommended, oh they never work Tuesdays. Hum. So why was I not told this when I made the appointment? Instant unease. Two very young looking stylist appear from the back of the salon talking with each other as they get nearer to the reception I am introduced to one of them as your next client [ warning lights are going off]
This young person takes me to a chair stops chewing her gum long enough to introduce her self to me and say what are we doing for you today all the time talking to me in the mirror looking at her self. any of this familiar to you as stylist or client?
Time to leave !!
Are you laughing yet of course this is not you! is it? but trust me it happens all the time and then stylist wonder why they loose business and clients, Yes maybe a bit extreme but i have seen this situation many times.
So what should this experience for our client be this person who we want to build a relationship with this person the we hope will recommend us and the salon for the service and skill we provide and offer.
The Service. The consultation when linked, they are both key to success.
From the moment a client enters into a salon the experience begins those first impressions the look the feel of the place the atmosphere.
That first greeting that welcome normally receptionist or a salon staff member who job is to meet and greet. This is a hugely important role if given this role, don’t turn it down it’s a way to hone your people skills.
With new clients some salon will have a questionnaire this is great for both stylist and client it show the salon cares it puts the client at ease whilst waiting for her appointment maybe whilst having a coffee or tea.
From a stylist point of view it gives us back ground information so we can ask the right questions during our consultation without information how can we give sound advise.
Once this has been filled out as a stylist I think it’s important to come a meet your client introduce your self to the client you should already know your clients name this should be on your personal day agenda sheet.
[yes a list of clients for the day the service they are hoping for and weather they are new or return or recommend clients] I say hoping for because with out having a consultation all the facts how can we decide what is possible !! we cannot.
Trust me when I say. I have seen many stylist work out their days take /income before the day starts. I have worked with one stylist who would get into work look at the day sheet and get all the tubes of colour out for that day putting them aside, How could you possible know what a client wants in advance of them of talking with them. How boring ! well this stylist was really very boring personality of a dead fly!!!
So back to the plot
First impression count how you look and present your self says who you are its all about the image you project your dress hair makeup! That look that says this is me! what can i do for you?
We have introduced our self walked our client though to our work station this area is representative to who you are how you work , untidy dirty chaos does not work!
With the clip board on your lap sit next to your client eye level eye contact remember you have some information to hand so use it.
Not what are we doing today ! ‘How about’
I see from the information you have kindly filled you you had a hair cut 6 weeks ago how has that been working out for you. How manageable have you found it as it’s grown out. when that leads into what brings you here today how can i help all leading open ended questions.
This now leaves the door open for easy conversation you have relaxed your client you are starting to build trust.
Personal routine, products used, if chemical service has been carried out on the hair even if not being re done on this occasion it still needs to be touched on for future booking and for advice and comment
Never ever put a colour chart on a clients lap and say what colour do you want today it’s our job as professionals to advise on colour that can work and look stunning.
Having established History and indeed wish list we can move on the recommendations.
Style. Look. Length. Colour. Products. Styling tips maintenance be honest. I like to refer to a relationship as taking a journey together that with patients honesty open the doors to endless possibilities.
In closing having a fully booked day is what most stylist long for consistently busy, but consider when fully booked or over booked we lose clients ! why however good we are the standard of service drops
you took short cuts kept clients waiting, you sacrificed your standards for a few extra £££ or $$$$.
do this and you do more damage than good a dissatisfied client will go else where taking her friends with her! it’s Service, reliability, Service consultation, Service, skill oh and More Service!!!
Good luck if you need help advise guidance take a three week challenge.check out the site below
Soon to be available in the Uk this insightful easy read talks you through all you need to do to succeed
supported with useful down loads a really worth while investment in your self! or maybe for your salon team!!
http://www.back2myroots.co.uk/ If you need a little help advise a little one one time maybe you feel you would like your team to step things up need help i’m just a phone call or e-mail away.