Welcome to BACK2MYROOTS B2MR:
Created as a source of advise education knowledge skill experience. A place to share thoughts post comments, idea’s, on all matters relating to hair colouring skill and techniques and anything industry related.
It has to be that balance that blend of exemplary Service. Experience. knowledge that point. When all that expertise come together,
Why do clients return to us time after time ? In some cases year after year. Why do they recommend you to family and friends? They want to share something that for them was very special. That thing you do every time your client returns to you. That interaction those personal things that define you. That you make you stand out as being unique, creative, talented,caring.
The way you are with your clients when they have an appointment with you. That special way you take time to listen and advise.Giving them that honest consultation. This is the time we take to.Make our client feel special for this time. For this appointment, our job, our goal is to make that client feel that they are treated and allowed to feel very special. You have an opportunity to do this to offer this unique experience to every client you have. Every day!
This can be quite demanding. Some might say draining so remember, it’s not about the number of clients you do in a day . It’s about the service your perform and standard of care and attentiveness. If you take care of these and you will be busy and booked every day constantly getting new recommendations,with very solid client retention and loyalty.
It really is that easy concentrate on. The service. The experience recommendation return business will automatically follow. Value your time and the standard of what you do and charge accordingly value for money is a great job well done with amazing service.
This only goes wrong when we get greedy and complacent. Over book leading to keeping clients waiting, taking short cuts, not repeating the same standard of service all the time.
It may sound boring but find the routine that works for you with your client that routine that works from the moment they enter the salon until they leave having re booked that next appointment.
My experience was that I would do the same number of people a day every day i would not fit clients in ever! This was always made clear in a first consultation of course clients will try and get you to fit them in they may say “But i’m special” remind them that all clients are they are a special! and all get the same special treatment . Then you can add. So you see you cannot have some more special than others you have to all be special together.
Remember this. If you fit a favored client in, then some time in your day some one gets short changed kept waiting? I also had a 15 min rule later than that and you would have to re-book why? Well after 15 minutes the next client will be kept waiting or the standard of what is being done will be compromised Once clients know and understand this you have created a level of respect. you will never lose clients over having boundaries and maintaining service.
For the record my business was fully booked weeks in advance I never advertised it was word of mouth only. My business was technical Colour or Colour correction I only ever did three appointment’s a day i only cut hair with razors so quite unique never evenings never week ends all my choice in my own effort to strike a work life balance, something important to me and quite challenging as i am by nature quite an obsessive person and can very easily forget that work life balance,
I was however also a platform artist and educator so had other commitments but always kept clients fully appraised of my away times and schedule for up come shows and training events.
Clients love like to tell friends they have a stylist who travels educates what it really shows is that you are involved in your profession.
I have been reading a book called Double you Salon success written by “Karen Lynch”. She compares the service we give. What we do with how the client might view the same experience.
After 35 years in this industry I still found it a good gentle reminder that. What we do. What we offer. How we present and perform our skills are for a client an overall package of the experience.
Interestingly this equates to 20% our skill knowledge 80% the Experience yes the service.
We are selling an experience offering the ultimate in Service part of this package is out skill and knowledge.
I would highly recommend this book if you are looking to turn a corner with your business your salon your staff would all benefit from this easy informative read.
Karen and David have a wealth of experience in the Hairdressing Industry and are constantly on the road doing presentations and seminar’s for more information on there philosophy and who they are take a look at their web site maybe join in post some thoughts view’s comments it’s called net working.
In closing remember this. There is nothing wrong with being in a service industry some may think they are above being servers that it some how degrades that it suggest menial. I say this comes from Ego.
We all like to be served having an experience. From when we go for dinner we remember that very special caring service, this is how we should be remembered this is what will keep us busy booked and clients returning over and over again.
It is also my belief that we should strive to have a balance between providing the” Ultimate Service” A pampering experience supported with skill and knowledge raising the bar on standards of training and education this can only serve to increase the whole experience. The overall standard thus improving business the work environment and most importantly the client experience
Ultimate Service: Supported with Knowledge, creativity, passion, skill