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Hairdressing education and sales:


Welcome to B2MR BACK2MYROOTS!

http://www.back2myroots.co.uk/

Regular postings of fresh new topic’s.

                                       Sales or sharing?

A place to share thoughts review hair colour and products.

This topic is worthy of both discussion thought  and comment for it effects each and every one involved in the Hairdressing Industry.

Having Spent a number of years involved in Sales and education or is it? Education and sales: It’s so hard to know for one supports the other. [ chicken and egg what comes first] One side sales drives the education machine funding allowing technicians and educators into salons to share and demonstrate. On the other hand without the support of good education the sales go flat. Salons. Stylist lose interest, use products incorrectly getting bad results blaming the product! It is my view. That if you really trust and have belief in a product it will sell it self. If your educated a product how and why it works. If you have a passion for it, it’s easy to talk about it sells it self.

Why so much pressure on sales why fear education?

In salons many stylist hate education up dates. They look at educators as know it all’s They attempt to put then down show them up  in some cases resent them Why ?  FEAR!

Most salons change colour lines because of dissatisfaction with the product. If it does not perform well in reality the fault is with the stylist technician. But hey! It’s always easier to blame a product than take an honest look in the mirror! Tuff harsh words but true. I don’t know how many salons I’ve visited that so need education support but the staff the manager will not allow it. I also think that many sales representatives have very little respect for what a good passionate educator can do.product knowledge classes or in house training vents can make such a difference to a salon.

Why because they fear letting any one see that they don’t know everything! who does? The fact is Sales are Sales. Education is just educating. On how to correctly use and get the best out of the product that sharing knowledge giving support to the salon to the sales person to the staff this can only serve to improve. Standards. Skill. Knowledge. Why all the problems? Ego, Insecurity, Fear? or just an un-daunting need for control!  All things that are rife in society but for some reason really run rampant in the Hair beauty industry.

We have salon managers and owners who fear educating there staff to much. We have staff who hate to admit they have an issues or don’t understand. Will not admit that they want or need more education, skill and knowledge. We have professional Colour companies who market them selves with being professional. But flood the market with home colour kits. With little or no care for the effect on the high street salon The stylist trying to make a living build up a clientele not to mention the damage long term use can do from use of home colour.Building  passionate committed team that works together an want education is key to success.

Colour Companies that offer education to some to degree but maybe not fully transparent when it comes to formulation ! Maybe not totally honest about all the chemistry of any given product need to know bases! misleading. We have schools Colleges, Academy’s. All offering a level of training but! How qualified? How up to date are those trainers? How much do they really care? How skilled are they? How current are they? How they look! How professional are they/

We have young people coming into the industry with a false idea of how successful they can be. How much there is to learn. How long it takes to be a success. We have Stylist who reach a level of qualification and then sit back knowing everything knowing nothing? Why is this? so many skills to learn so many tools to understand?

We have all these different governing bodies have you ever tried contacting them to ask for a meeting or some information? good luck with that one. Am I out spoken? Well maybe but it’s done it’s said to create discussion, to open up debate, to see who really cares! Not to be politically correct.We have to raise question sot find answers.

I have over the years worked with  many like minded passionate industry professional and they are all of the mind that things could be better standards raised, knowledge shared. education improved so what can we do how can we make a difference?

How can we encourage an exchange of knowledge and information. disclosing of product information in an open transparent manner.  One with sales teams working with and supporting education. Stylist who constantly want to up-date. Teachers trainers. Who really care how to encourage the young stylist to have higher standards, skill, who pride themselves in levels of Service and consultation. This is possible by net working sharing reaching out. We have so many mediums available to us  this is such a huge multifaceted Industry. It’s exciting vibrant. It’s constantly growing, changing evolving, whilst at the same time standing still.

The Linked in professional hairdressing net working group is established in the hopes of attracting like minded people to join share and debate.

Many thanks Mike B2MR

My Blog and all links can be accessed via my web site.

http://www.back2myroots.co.uk/

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The hair salon: Honesty with clients relationships formed


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.

copy right pending

How do we respond to the issue’s and demands that face us in todays salon?

In todays economy? How do we get that edge? How can we compete and attract new business and indeed retain our existing client base? Should we discount? If so how? If yes why? Should a long term client expect special treatment? A deal?

It’s is my view that if we are doing our job properly we should not have to discount. What is properly?  Service. Attentiveness.Skill .Professional and honest advise. Knowledge.Creativity.Passion. If you go to the dentist every 6 months do they offer discount for their service? I think not.

We need to cherish our clients outstanding service consultation genuine caring.

For me as a stylist giving back would be working with community to help raise awareness on certain issues, Charity work fund raising. Making a difference improving things for many. Not just giving out the odd discount to make someone feel extra special!  Check out raising funds locally for cancer relief. Your local addiction centre. Maybe a children’s charity, Aids research, choose a cause that works for you and your staff support it as a team and as a business. When asked for a discount you can say ‘sorry rather than discount we support our given charity’

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.Why is this? Be honest time to look in the mirror ! have we let things in salon slide? Are we paying attention to our clients need wants expectations? Does the salon represent who your are what you do? Does it all come together to make a statement?

‘Welcome we are open for business how can we help you’ 

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 a very unique standard of service this can be the environment created the atmosphere furnishing image all key to this experience. This being said we must not detract from importance 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 the comfort level the service the overall  experience if the  package is not supported by honest caring hands on service from a knowledgeable 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.

Taking a journey together:
Discover what you can do for them how you can take a journey together to reach their 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 is 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. 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.

In some cases it’s all about the deal. If the deal is the expectation of discount maybe this is not who you want to work with. Making some one feel special and look great offering sound advise solving hair issues is the business we are in. If it takes a discount to make someone feel wanted and special. Then maybe they need to find a discount chain.For the chances are they will never be happy with their hair or the salon or stylist! 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.

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.

Time to leave  !!

Are you laughing yet of course this is not you! is it? 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. 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 and 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 skill.

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 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!!!

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.

Don’t take short cuts, keep clients waiting, you sacrifice your standards for a few extra £££ or $$$$. If you 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! Did I mention          

                                             More Service!!! 

It’s not. Discount to buy a relationship buy a client! Salon and business: Support help advise.

Mike B2MR

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.

 

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The hair salon staff relationships attitudes.


Salon atmosphere staff relationships. That creeping in of negativity. Staff competing with each other gossip unprofessional attitude general lack of mutual and self respect? How do we deal with this?

As I write this I am aware that it is not a topic that everyone wants to read about! I question if i should touch on it. But it’s real maybe not so much in the high end big city salons or some of the larger fashionable chains franchises [ not that they are exempt from issues i know that’s not the case]

What motivated this is those small towns and city salons.  The ones where the local college provides the next batch of new stylists all competing to succeed. It is driven by that need to address these social issues. That attitude of not sharing. “The toys in the sand box syndrome”. The cruelty that can be carried on through out ones working life  that of the school play ground bully pack mentality. It exists It’s cruel it’s harsh it’s unprofessional! Spiteful Gossip! delight as a fellow stylist makes a mistake something goes wrong.

Have you been? Are you ? Is you salon effected by this? It’s a issue in our industry that exists and seems to stay in house under the carpet. yet it can be and is so destructive to moral! standards! client retention! staff retention and just day to day attitudes.
There is and alway has been competition among stylists, on one hand encouraged as healthy by owners ,But left to it’s own devices and to run it’s own course un checked it can be that staff end up spending more time gossiping about one another instead of supporting each other.Some stylists enjoy in-fact take delight when another stylist screw’s up how sick is that. So much for support team work putting the salon and the client first. Negative feelings and action can occur between others.” I hate it” but if sadly  it’s part of human nature it should be dealt with in an adult manner .

Issues should be addressed dealt with and not allowed to fester. Maybe it’s should have more focus as an issue in the training they program on how to deal with co-workers and customers.
A recent article here in the Uk suggest that still not enough training is given to apprentices in the service industry with regard to communication and what true service really means.
I think working with others and relationships and learning how to respect one’s self and each other should be included
It can be a stressful job for some for any of us at times motivation seems to be on the back burner. ,If you want to be a hairstylist. You must love people and that includes your co-workers.
have a true understanding of what service industry really is .for me and many other industry professionals it’s passion drive motivation and challenges stepping out side of your comfort zone to explore all that this industry has to offer.

Mike B2MR

Quote Mr Steve Polinsky

One of my passions has always been to “teach” the motivating “keys” to helping people “wake up” and succeed out of their “box” . So many stylists are complacent and afraid to approach “strangers”. We are all human, as Mike says, and it takes only a tiny “shift” in our behavior to make a major difference in our careers. You need to “reach out” all the time. As a mentor of mine used to say:”Inch by inch is a cinch”. We’ve heard this before…but we need to have the courage to “start”. Successful stylists and business owners have a natural passion that motivates; an energy that attracts, and a sincere interest in people. These are the things we need to cultivate. Sharing great information and experience is one thing…getting people to use it, is another. I’m still working on the “magic” formula. Will keep you informed.

Thanks Steve

 
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Product choice knowledge decision


Welcome to BACK2MYROOTS B2MR regular postings of fresh new topic’s http://www.back2myroots.co.uk/

sharing product knowledge
teaching sharing

 

 

With more and more poor quality hair products being marketed in some case endorsed by celebrities how can we as stylists get clients back into the salon.

How can we convince the client that over the counter hair colour, straitening relaxers are not all they are marketed to be be it in quality or direction for application!

 

First and foremost Service, Consultation, educated sales, a book that i have been actively promoting that will really help and guide you is this fabulous refreshing little read.

http://www.doubleyoursalonsales.com/

I am hoping that it will be available in the Uk directly very soon i will advise when this happens.

As stylist we have to have the skill the knowledge the understanding of so many products and hair conditions.

Things that a box cannot advise on yes the consultation the advise the young person in the chemist or drug store cannot give, switching colour over processing condition. choice of colour.

Our mission is to actively communicate in an honest way the positive of salon service the quick fix short sighted results from applying over the counter colour or other products such as some of the much promoted Keratin Relaxing products I have written a great deal on this topic on my blog site and through my professional Liked in Group both can be accessed through my web Site.

http://www.back2myroots.co.uk/

The biggest damage done over time is over processing, colour retention fading issues, eventually issues with root colour to mid length and end colour.

down in the dumps
having a bad day?

We have to be able to explain why this happens how we can work with the client to restore condition moisture issues, how and why professional services are of high quality both of skill knowledge commitment and professionalism.

It is in our hands to be educated skilled honest and knowledgeable.

The keys to your success Service, Consultation, skill, Communication, work with a good distributor for quality products service and education up dates of products.

Take the time to look and understand the flood of products in the stores open the box read the directions look at the formulations.

 

http://www.hddirect.co.uk/

 

 

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