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A salon clients experience

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

mike vallance

The experience a client was put through how it had to be fixed:

An account of a salon clients experience:

As stylist we do have the power to make a difference. We are problem solvers, not problem creators.We have to make sure that we make and take the time to deliver a  full in-depth consultation. We have to make sure the clients is getting what she or he wants. Communication is so important.We have to be honest with ourselves about our own ability our own strengths and weaknesses

 

A client case study:

A salon client was growing out her hair but like so may women knew that part of this process was regular maintenance a trim.  Although the client in the picture only wanted a trim what she got was not what she expect for wanted. She knew that the shape  going to have  grow out to be able to get a new look and still keep the length she wanted.IMG_2119

Having booked an appointment at the salon a well known and much respected establishment the day arrived  at the salon she met her stylist. Explaining that she was growing out her hair and layers and only wanted trim. The young stylist went ahead and started cutting quite large amount seemed to be coming off up on completion the result was a re layered much to short cut  not what was wanted or expected all those months of patent growing lost through poor communication and lack of skill and experience.

The question being. What can this poor disillusioned client do leaving the salon trying to put on a brave face not wishing to make a fuss! This happens oh so often. Why?

Before I carry on.

I raise the question Consultation listening to the clients wants. Maybe doing what they request!  Is it that hard? We are in the service industry. We have a duty of care we have to respect clients wishes. We rely on recommendation. We build relationships. We want client retention. We want recommendation. We cannot afford to mess up. We cannot  afford to take on things we do not have the skills to deal with. For a Young inexperienced stylist working with these escapes can be really challenging. How to create shape and form without getting lost in moment trying to hard trying to blend things that cannot be blended.

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Back to the salon client.

Upon getting home and seeking advise from a friend. It was decided to call the salon and ask to speak to the manager. A call was put through to the receptionist who although helpful said the manager is out today but here is his home number! Odd thinks the client how often does this happen a lot? Personal numbers. The client rather loathed to call and bother manager at home but then thinking hey they gave me the number full of courage and still upset the call is made.

The Manager could not have been more helpful and concerned. Offering full refund instantly but also wanting an opportunity to right this wrong! Suggesting a different a very experienced stylist to try and sort this out. A new appointment booked this new stylist went out of his way to resolve the issues a re cut and change of style was the only way forward. But very attentive and professional and caring. The out come armed with a new look not planned but so much happier with some complimentary products she left much happier. The salon refunded. Re did and offered token of products. In these days of instant posting on the internet clients making a negative salon review we have to go out of our way to right a wrong. Clients should always give the salon an opportunity to make good. prior to posting a damaging review !

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They went out of their way to try and put right a wrong . The Out come  and the question is. Will she go back to the first stylist ever ? No never!  The second stylist and the salon yes!  A client served and saved. This is a fine example of customer service and great salon policy It should not have happened in the first place but it did but so more importantly they took responsibility and sort to resolve the issue.

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We can all learn a great deal from this example of addressing a situation taking control and putting the clients needs and interests first.

We have to learn to listen we have to offer solution stay and be creative remain current challenge ourselves and those around us.

 

Service. Consultation.Communication. skill.

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The young in experienced stylist learned a lesson that will stand them in good stead the rest of there professional career. Never get out of your depth with a paying client be professional and ask for help! keep training, updating skills ,practice on models not paying clients. A good reminder to all salon owners that we have to mentor and encourage new team members in the transition period from training to being skilled and having the confidence to deal with all situations.

The look created did look much better and it might be suggested it’s what was needed. I would agree 100%  For I was the manager I put it right. Sadly it was not what the client wanted originally. She did carry on being a salon client!

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The ‘Three R’s’ 
”Reputation. Recommendation. Retention”. 
It’s not built on that constant looking for new clients it’s looking after what you have! It’s investing in your self and your business and those around you.

Conclusion

This journey, this career, is wonderful – challenging, inspiring, and yes, hard work. w shave to ask ourselves the key reason of why we do what we why! The Why is at the heart of all choice and decisions we take and make.

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Leadership
Our industry is in constant change and is sometimes criticised. For lacking vision in some areas. However there is an ever growing body of professionals. That have a firm commitment to our industry, they have a passion for change, to raise standards through education and sharing. Leadership, education and team incentives.Will over time and with commitment give any individual that ability to do exceptional work and to be more creative.Leadership collaboration good management help create an amazing work environment for all concerned. So key for success for all concerned.
Conclusion
This journey. This career, is wonderful – Challenging. Inspiring and yes can and will be hard work. but the rewards are worth all the effort.
Thank you all for letting me share some thoughts with you today.These are inspirational, passionate, industry professionals.They have a vision. These are the people I want on my bus to learn from, share with, take a journey with. Get inspired. Connect with driven motivated industry professional. challenge your self. invest in ones /your self 

Are you driver or passenger !

 There are no guarantees in life and ones career and career choice is no different thing happen and its how we deal with them that defines us. Jobs change relationships come and go the one thing that remains after training is our skill both hands on creative and the ones we learn about people and communication about caring about being a team player. Constantly developing new skills staying current is so very important.

The salon and the S word now available in book and e book format for links to purchase and reviews Click here or on the image.

The Salon & the ‘S’ Word

 Written by Mike Vallance

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