RSS

Tag Archives: retail

The salon reception. Front of house.


Back2myroots : A place to share thoughts and grow idea’s. B2MR.

 The Reception area. The hub of the salon. The retail centre:

We only get one chance to make a first impression both at the front reception or as being a stylists. but before that can interaction takes place the very first area that sets the scene is the reception. The design. the chairs, the reception has to look stunning professional welcoming.

The very first person who makes an impression is the receptionist. How much importance to you put on the key position. A position that takes so much skill to juggle. To organise. To solve problems. To be caring yet efficient.

They have to have a good phone manner. Amazing people skills patients. Good at selling with product knowledge. know how to mange an appointment book. Deal with the issues stylist have over booking keep good records balances the books. Deal with sales people. What is this worth to you to your business ?

The Image of the the salon, decor, cleanliness appeal. Just as important the appearance and the attitude of the receptionist.Their communication skills the service they offer all so very important for both salon success and client retention.They are the first and indeed last person a client has any interaction with in the salon. They have to make that experience that memory count. Make that client feel wanted and important using their skills to have the client re book that next appointment. Help them with and recommend retail products.

Does all of this happen in your salon? Do you listen to the receptionist about client and indeed staff issues?

The receptionist has a unique position in the salon she or he holds and controls power! Power of the booking they can make or break a stylist if they so chose. My advise to a stylist never upset your receptionist. Always accommodate them if there is an appointment issue or a late comer who needs help it will stand you in very good stead in the long run. They have to be committed and very trust worthy often the last to leave and in many cases open up.

They must be a team player and leader and have a great understanding of the dynamics that is the salon from working with a manger and or owner to communicating with clients and staff and innovator and collaborator. The one who keeps the machine that is the salon running smoothly. Does your receptionist have all these skills? How often do you think about the role they play? Are they well enough rewarded?

Service goes beyond just what we the stylists do offer and create. Service is what the whole salon offers from the moment a client becomes part of the salon. It does not stop after the service has been preformed it only stops when a client leaves never to return!!!

Listen to your receptionist when it comes to retail purchases. The amount of stock to carry, what product lines are selling well.What are clients asking for?  What clients might be saying about products or pricing.

All key information. Maybe even concerns that are being raised about staff members. Service ability. Those getting requested, those maybe being avoided. All need to know information.

Mike B2MR:

Above: To the right the chaos a receptionist over see’s!!

Advertisements
 

Tags: , , , , , ,

Hair salon- Customer service


Back2myroots: A place to share thoughts and grow idea’s. B2MR

Service as stylist salon owners managers. We know we are in the service industry but how much time  do we give to thinking about the service that we offer and give. Is it real service value for money? Do we go that extra mile to make that experience so very un forgettable?
Think on this A client becomes a client a soon as she or he enters your world, Not just once she or he is front of you or once you’ve finished your service! cool ha? Has this got you thinking a little?
Thinking more on service as a topic.Imagine your next client arrives flustered maybe a tad late. How you respond to this will set the tone for this encounter this time spent together.
Maybe they are running late due to an external force Irritation from a last meeting a business matter, personal issue. How do we respond to this? Make sure that your client leaves happier than when they came in! Don’t give them cause to carry their frustration over on to you. Don’t allow them to leave in the same mood as they came in with.
Imagine the customer that you have in front of your right now is the only person in the world-pay attention welcome them be present be in the moment. We only ever get one chance to make  a first impression.That first impression on the salon it look it’s image it’s identity so make it work.

The same can be said for the the look of the staff as a whole but also that first impression we as a professional project. That Image that says this is me who can i help you!

Great customer service is. A chance to be a proud representative of the salon but more importantly you represent your self as a true caring professional. A positive influence an expert in your field. No matter what service you are performing. From giving consultation advise to shampooing or technical work.
What ever part you play it’s all a part of the service it’s team work and collaboration Food for thought. The term ‘Can i help you’ can cause antagonism! Why?  Because  that’s what they are here for,your help. Especially If you deliver it with the wrong tone. Try. Out a phrase that works for you feels natural and genuine.
A simple ‘Good Morning or Afternoon’ followed by what i can do for you today. This opens the door for discussion. be ready to offer suggestion/ guidance if they hesitate. remember your the professional they have come to see. that smiled professional consultation.
Always remember that time spent with a client is about the experience you offer the interaction and not about the transaction! It’s not just about the money the fee /bill. It’s not about doing the service and charing it’s about the reassurance on money well spent an investment in oneself the feel good factor. We are skilled professional we get charge a fair rate for the service we offer and the looks we create that is why we go to work. When busy and working at a study pace know your day. Asking ‘Who’s next’ Can be very off putting! keep track of how your day is unfolding, know who is arriving , who needs help, control your day. Your are the Star in the play ‘That is the salon’ .Your clients and the interaction you have is just one scene in the play of today. Your assistance are part of the cast make sure you all know the role you have to play. To make it run smoothly.

Live in the moment with your client,each appointment is the only one that matters at the end of the day you can review the financial reward for a job well done.
Treat every client with respect,regardless of appearance or spending power. You never know who is in the cycles of influence for future recommendation. A satisfied client may not tell everyone on about you but they will recommend you and service you gave the experience you shared. You will get recommended when your name come up in the circles they move in.People’s paths always cross.
Remember that engaging with client’s always pays off in one way or another you never no when. Even if there way no sale  on that extra service or product you get to share you got to practice your pitch you have opened the door for next time .
Offer great experience great service and there will always be a next time.
For information on Salon Success and Karen David.com All the help and support they can offer you your staff and business go to. 
                                                    http://www.karendavidintl.com/
I will be soon offering easy access to all the material they have to offer directly form this site.
Mike B2MR
 

Tags: , , , , , , ,

In salon training education product updates.


Back2myroots : A place to share thoughts and grow idea’s. B2MR

The question asked is: What are the benefits of education up dates and product knowledge sessions to the salon? Are they worth while or a waste of time?

How much time and energy should be put into staff training skill up dates product knowledge certification?Do you as salon  stay on top of this? Do you staff support and attend up dates. Does for staff request them? How do you decide if training and product knowledge classes are of benefit.

First and foremost you have to lead by example: That being suggest or plant the idea you will always have an element of staff that have heard it all before and know everything or at least think they do! I would suggest that you encourage and give good reason why this things are useful. What points could you give to justify.

*Products constantly changing.

*Dangers of not using products correctly or understanding chemistry.

*Wastage in the salon,.

*Product knowledge with regard to retail sales.

*Up dating re fresher of skills and techniques.

*Team building good exercise.

*Show’s a client you care.

When are these best organised in the salon well of course you want to cause as little disruption as possible but sometime’s they can be better for a few hours on an arranged quiet morning. Again clients wanting to book can be advised that we are closed for a few hours that day for training up date. for the most part they like an understand this it show commitment and investment in training all good PR!

Evening work well if all the staff are on board. The same as model nights or staff hair nights staff get to do each others hair or as group you practice and share thoughts views techniques sharing team building.

What role can your distributor or the manufacturer play in this. The answer should be a key one many of the bigger colour companies will have a team of educators who work for them going to salons for product classes and colour education up dates. They should be free but some times it’s dependant on the volume of product you buy. It might also be dependant on whether you buy direct or use a distributor, either way you should get education support. Building a good relationship with a colour educator is a great idea as a source of future knowledge and someone to be able to ask questions if an issues arrises the same applies to the  relationship with your sales person or colour rep.

These up dates are really important because colour chemistry does change and we stylist can develop bad habits short cuts. From a salon point of view it show’s the manufacturer that you care about the products and are truly professionals in how you work and what you produce.

Maybe you have  staff member who is an educator for a company.This involves evening classes at external salons doing preparation before hair shows and can lead to platform work all great for salon profile. Maybe as a salon or team you want to get into some competition work again this is a great way to start bonding team building. Having these up dates can also lead to invites to colour launches and show’s or maybe attendance at manufacturer training academy to gain certification and qualification at certain level or for certain techniques [such as colour correction]

This type of training and skill update is great for salon profile and is also great on a CV for stylists.

Those staff member who have attended all this before remind them that so have you. remind them it’s about sharing and giving being a team player giving back to the younger members of staff sharing experience! yes play to that ‘EGO’ chances are they are the ones who really need to attend the up date.

All of these type of event encourage team communication. Creative thinking and who know’s maybe some collaboration either on a model or just in the salon in general.  Always a challenge but always so worth while. Never forget the trade show’s competitions even fashion event that are always on. An evening or day out at an industry related event.

Written as someone who was the colour company educator and platform artist.The guy who comes in and shares. Yes written from experience. and a passion to educate and help raise standards. Mike B2MR

 

Tags: , , , , , , , , ,

Salon products. Retail stock and sales


Back2myroots : A place to share thoughts and grow idea’s. B2MR

How do you as a salon owner decide what products to carry: What will you staff embrace believe in enough to use and sell?

*Is it the Brand?

*Is it the packaging?

*Is it smell?

*Is it cost?

As a retail product when marked up will it be profitability? Is it an all natural earth and environment saving product? How do you decide. Do you trust the sales Rep?

This is big business: you have to get it right on so many levels!

*How much can you mark it up?

*Will it sell? Does it have appeal?

*Do the staff like and support this product?

*Is the support education good?

How much stock do you have to carry? It’s so easy to get sucked in remember many product lines change packaging to re invent it and increase future sales. If you carry to much stock you may get left with old product! Carry only enough stock for a month at a time.Try to pay on 30 days and this way your don’t have money sitting on the shelf. Get staff involved, pay fair commission or incentive. Don’t mark up so much that it cannot sell. Stay on top of stock at all times do not let your friendly sales rep do the ordering for you!!!

Do you need some help with this issues or other matters relating to your business and how to make it a bigger success. Check out the links below for some really useful tools designed to help you get your business growing. OnLine support structured to work with you and support you as you work though the challenges of running and growing your business. Are you ready for a challenge? In order to be able to share these links with you for the past Month i have taken the challenge and worked through the material provided by salon success both audio and PDF books downloads.

It does take allocating some time. it’s not a quick fix Magic pill that does all the work for you. It encourages you. To look at what your doing, why and how, It discuses how to change things look at things and issues in a positive light. Very easy to follow and listen to highly recommended . If it was not would it be here? if you require more info drop me a note or leave me a question.

Mike B2MR

 

Tags: , , , , , , ,

Sales and selling in the Hair salon


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, sales and selling in the salon for it effects each and every one involved in the Hairdressing Industry. 

It’s also very topical at this time of year when retail sales in salon increase in the run up to Christmas. Many salons bring in extra retail stock and gift packs. From a client point of view some of these deals can be very good value. I think that offering these value packs to clients with out excessive mark up is a greta way of saying thank you for your custom.I worked in one salon  that gave free gift wrapped shampoo to every salon client as a thank you. A great idea.

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!

If a client comes to the salon for advise consultation maybe a new look is it selling to suggest a change of look style or colour or any chemical service? No of course not.

But the advise given has to come from a platform of sharing and not from the motivation a bigger bill at the end!  Consultation and back wash time are great places to talk about retail products and hair care.In some cases an assistant can advise you of conversation had team work!

The same applies when they us for recommendation of products for home care and maintenance.YOU we are profession. Clients come to us trusting. Our advise and our skill. To me it is only wrong if your advise is sales motivated you after commission rather than the clients best interests!

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.

So 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 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. 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.

I also think and in-fact the quotes attached below prove that our industry is full of dynamic passionate professionals and that our clients also care and want to be educated.  So 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.

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?

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?

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.

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.

professional passionate creative who freely share experience and views give clients honest advise and help work with them to attain the look and condition they are wanting  the service they are paying us for.

Mike B2MR

 

Tags: , , , , , ,

 
%d bloggers like this: