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Hairdressing- Customer service

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

Hairdressing

Customer Service

Freelance and mobile stylists

The hair salon customer service or service delivered by mobile an freelance stylists:
Salon Service: Mobile service The experience we as stylist or salon owners, managers deliver to our clients.We know we are in the service industry. How much real time do we spend thinking about the service that we offer and give. Is what we deliver real service value for money? Do we go that extra mile to make that experience so very unforgettable for our clients be it the first visit or the fifty first visit.
Think on this. A Women. A Man  a member of the public  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 on this is the start of re thinking service re thinking success. This is true in the salon this is true if your visiting their home! its starts with the greeting The consultation and that all important shampoo and head massage ! Yes the Shampoo time is always remembered.
Click on images for links to other topic’s and information on product 

 

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.
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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! That first impression includes how the salon looks how your work station is presented.

You are marketing your self and the salon. As a freelance or mobile stylist how you present your self how you turn up being prepared represents who you are what you offer. You are both the product and your brand [ click for sample on chapter on branding From The salon and the S word]
Alterego itlay porduct lines

 

Great customer service is essential in the salon or in the freelance world its what we do. A chance to be a proud representative of the salon a chance to represent your self  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.

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 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.
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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.
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 be in salon ownership or being a freelance or mobile stylist 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. Remember. Salon success. Stylist success. Business success are all linked together it’s Team success in individual 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“In writing this book Mike Vallance, focuses upon all the essential ‘S’ words that underpin our salon procedures and creates the ‘benchmark’ for excellence in our global hair industry”.The ‘S’ Word topics:  Service – The word that everyone talks about and is fundamental to everything we do. We know what bad service is, but how do you measure good service? What do our customers want, what do they expect? What are your standards like, could you improve?Sales & selling – If you can sell; you are likely to do well if you cannot, you won’t go far. Who are our customers, where do they come from? How do we identify our own target market and capitalize on the relationship? Do you know the principles of merchandising and want to set-up your own retail ‘one-stop-shop’?

Suppliers – Your purchases affect your profits, so the less you spend, the more you earn. How do you maximize the relationship with your supplier? How do you achieve better deals and discounts with your suppliers? How do you compete against the big shops and stores?

Staff – As an employer, the people that work with you, should work for you; but how often do they seem to be doing their ‘own thing’? Are you getting the best from them, could they be more efficient, effective and productive?

Find the answers to these questions and many more and make your future a huge success.

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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.

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.
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? OrWhy 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!

Now available my first Book ‘The salon and the ‘S’ word Available Now Click here for details 

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Alterego Italy salon exclusive professional Hair colour and salon products / client retail a very exciting range of products designed for those with a mind for quality  passion and creativity.

 

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

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Sweet Squared Ltd
1 Clayton Wood Bank,
Leeds,
LS16 6QZW: sweetsquared.com | lovecolorproof.comT: 0333 000 7000 | M: 0739 141 5809E: adam.howse@sweetsquared.com

Mike B2MR

 

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