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The Salon Experience

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mike vallance

The Salon Experience

Salon service. Client retention. Technical skills.

I have decided to share with you some of my thoughts on the hair industry for it has played such a huge part in my journey.The salon experience is what we do what we deliver constantly to every client very day! Or is it? Do you?

I hope you find it interesting and that evokes both thought and questions. It is my firm belief that in this day and age and in such competitive times the only way to increase and expand your client base is through referral and recommendation it is so important to retain both new and existing clients. This is achieved through excellence in service, communication and technical ability, Knowledge. This can only be done through High standards of Service, communication and consultation skills. Education, team work and effective leadership by those who are training new stylists.

Service and Communication:

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 let’s take a look into a salon!

One of the main reason for client loss from a salon is dissatisfaction from either the service or the final result. It is a fact that over 50% and in some cases as high as 80% of clients visiting a salon for the first time do not return! Why? That’s a huge loss of client’s and repeat business,taking short cuts and compromising one’s standards and professional ethics leads to client dissatisfaction. When a client leaves a salon unhappy! How much damage can they do to your reputation? When a client leaves happy they will recommend you to others.They will get stopped in the street. Potentially a happy client will recommend you to 5 friends who in turn have 5 friends. You are building your business on your communication skills. creativity. knowledge.The best way to build a loyal clientele is by being. Sympathetic to a clients needs, listening, professional consultation and by giving honest advise. Guess what an unhappy client can and will do? You got it – 5 friends will leave with them.

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We have to be on top of products new techniques. We cannot only trust in what the sales rep or Manufacturer tells us. These days we have to know and understand more than ever. The chemistry of our products the effects that they can have, how they will interact with other products. The client who wants to switch from home colour to professional. The Client. Who has put henna on her hair buts wants to switch to professional permanent colour! Could she? Should she? or He! Do you have the answer?

Having that edge offering that bit more!

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After building up a strong client base with strong client retention. Do you ever wonder why? Every five to six weeks you have a somewhat quiet week with not a lot booked? You start to ask yourself the question? What am I doing wrong? Am I losing my touch? Well let’s see.

We have all had one of these. That crazy Saturday could be any day you fitted all those extra clients in. You were on a role and had a huge money day. You call your boss and say. Guess what I did today. You leave work on cloud nine thinking that’s it. Every day could be like this. I really feel I have made it.

Now let’s just think about this Lets break it down. Was it really a success? You took short cuts. You compromised your clients who had services booked. You kept clients waiting. You rushed through things. Guess what – you lost clients. Instead of running the show you created chaos and did not give your regular clients your full attention and service. They go else where – and yes. They go with their 5 friends.By having a crazy busy day it cost you. Short term gain meant long term loss. The key is service, attention to detail, and making that client feel special.

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That 6 week Lull!

You will never get beyond having a 5 to 6 week lull until you look beyond the quick hit money-making day. Take care of the clients offering the highest standard of Service. Your takings your wages will follow.Sitting around does not look good for business nor does it inspire clients. If your not busy then get busy!

Consultation key time:

You need time for the consultation. This is your time to shine. The time that reassures your client that they are special That you are considerate and that you understand their needs and wants. Your client sees you are prepared to take that extra time to use your knowledge to make them feel comfortable and safe in a professional’s hands. It is this service that gets you talked about and recommended. It is this standard of exemplary service that leads to both client retention and recommendation . Those communication and consultation skills.

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This journey, this career, is wonderful – challenging, inspiring, and yes, hard work.

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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 and management help create an amazing work environment for all concerned. So key for success for all concerned.
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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.

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I also think that we need to always look at the Why. Ask the question Why are we in business whats it for? Or Why do we want to go into to business what is success? Why do I suggest this I think by asking and exploring the why we get to the motive behind why we want to be in business what is true success. Why the will also help us to understand our true values this in turn helps us to follow the path to the success we want  and desire. It will help us to surround ourselves with the right team those who share our values and vision.

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Remember. Salon success. Stylist success. Business success are all linked together it’s Team success. Its never about any destination only ever about a journey taking the right people on that journey makes it enjoyable maybe even fun!

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. 

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 The Salon & the ‘S’ Word

 Written by Mike Vallance

Essential for success: commitment, focus, drive, a willingness to make change keeping an open mind. planning. taking responsibility for ones choices making and taking hard decisions. Honesty and staying creatively challenged.

My web site is Back2myroots: B2MR feel free to check in

You can also find me here on LinkedIn on Twitter MikeB2MR and Facebook Back2myroots B2MR

 

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