Offering the highest standard of salon consultancy, salon coaching and skills development

Salon service and The client.

Welcome to BACK2MYROOTS B2MR:

Salon service and The client.

A place to share thoughts post comments and idea’s on matters relating to hair colouring skill and techniques and anything industry related. Created as a source of advise education knowledge skill experience.

The hair salon:

Lets consider  the service we deliver to our clients as stylists and salon owners:

Hairdressing and the Service Industry:

My Blog is about Hairdressing. Products but also about the service Industry something we as stylists provide in some case the service we don’t offer! We forget! We get lazy.Complacent !!

Quite simply: After a bad experience to a highly recommended salon would you expect a client to return would she recommend, this place,this salon this experience? Maybe but it would not be in a positive way! Chances are you will lose a client and any potential of gaining new ones! satisfied clients recommend and build our business dissatisfied clients can and will bring out down!  Clients talk to each other they are often a close nit group of friends.

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The answer is a Big NO ! Can you see where we are going with this?

The Salon is no different to any other service related business. How many times are we on a role that busy day fully booked up and yet we keep fitting people in that busy day becomes an exceptional day! Or so we think. But was it? What service or attention to detail was compromised? Lets consider.

In these very competitive times offering exceptional ‘Service’ That totally special experience is key to having and more importantly retaining clients and indeed getting new recommendations. Consider this!

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That Busy day: A salon should be fun full of life. Interaction, friendly, inviting The problem with that busy day that big money earner it’s a short term view to success and reaching a consistent level of steady bookings. When we over book we often keep clients waiting. We compromise the standard of services we normally deliver we have compromised what we do and offer, in some cases we take short cuts, we have to seek the help of others, we might get an assistant to do a colour application that we normally do or that blow dry, we have all done this but it does not go unnoticed trust me your client does notice. They often feel short changed let down  {Having that policy of booking and sticking to it  gains respect sets boundaries}

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On reflection: Although it was a busy day a big earner it was chaos you fitted new clients in but at the end of the day how many did you loose? A happy client recommends an unhappy client does not! You will never reach a level steady busy days with good client retention when you take short cuts and over book money should not be the motivator! Concentrate on the client the busy days the higher salary will follow! Otherwise that busy salon will start to have down days empty seats, non returning clients, once accent leaves a salon they rarely return they do however take their friend with them.

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The Salon down the road  NOW thrives! Maybe with your now moved on Client and her friends! Should this happen to you it’s time to reflect on. What you are doing. How you are doing it and what your real goal is! We all have to sometimes take a look in that mirror and remind ourselves that no one is indispensable and that service and the client retention Recommendation are key to success.

This is partly Why I wrote “The salon and the S word” To encourage salon owners and stylist to think about “Service” To think about solutions to over booking, To understand their target market who they really want to cater for offer their services to, Selling sales retail all part of this equation, its not selling its recommending! Its servicing our clients.

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The Key to success is the time you take with that consultation it is important to note that a consultation should not be limited to new clients that little bit of time spent for that quick review with a returning clients puts then at ease makes them feel special.

This is your time to introduce your self to put your client at ease share thoughts ideas, educate them with your knowledge. Most Importantly be Honest!

In some cases this honesty could be a recommendation that a colour service at this time might not be a good idea but conditioning and working toward that service would.

Trust me this works! you have been honest explained why this may not be a good idea you are building trust,respect, A relationship! We are in the business of offering service, advise, solving problems, offering solutions. A tall order far removed from just standing behind a chair talking about yourself in a flaky none caring manner!IMG_8969

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As an example when we get hair like this, above slightly over processed looking dull. Condition refresh recommend products: Discuss realistic goals set out time frame book that important revisit all stuff we know all stuff we forget about!

 

When recommending services and products know what you can expect form the products you use the products you recommend. Stay current and up to date on the products you us win your salon.

I moved back to the Uk from Canada a number of years ago and still have contact and relationship with clients to this day. Why is this? No i’m not that special but I i did and do care, those clients ! They become friends it becomes a relationship its a journey we take! its  fun!

 

Things to think about! 

* Consider clients skin tone, eye colour, how they present themselves!

*Never put a shade chart on a clients lap and say! What colour would you like today!

*Never Compromise your standard.

*Have Boundaries.

* Honesty is best Policy.

* Take the time to listen, be educated, well informed, creative and skilled!

We should also consider seeking help using support material to maybe guide us forward. Maybe help us address some of the issues that we have allowed to get a little lacks. The service Communication. Consultation skills. We all from time to time need to take a step back and seek help and advise. Again do check out The salon and the S word its getting some great Reviews .

Product knowledge skill both hands on technical update continued training are essential to us all we have to stay challenged we have to embrace change. Are you doing enough? as a salon owner as a stylist.

Are you getting the most out of the product that use use and retail? If you not and its time for a change then take a look at whats new and exciting.

 

Final consideration.

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 that the clients need wants aspiration do not reflect a reality that is possible, 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. 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.

Gaining the skills and to communicate and deliver the perfect consultation is a skill it can be learned it can always be improved on at all levels in the salon. The consultation opens the door to increased selling both through up selling of chemical work or retail products for home maintenance this intern increase salon taking whilst building trust with your clients form your expertise and knowledge ! If you need help with this we can help you see below.

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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.  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!

Latest comment. Enjoying your book. A lot of thought has gone into this book and to be honest I wish that I had read it while operating a business.
The time and effort in explaining the target clientele was good as I feel that most people wouldn’t even think about it. Your subject with dealing with suppliers was very good. I wish that I had studied when working.
There were a lot of questions and points that I was not asking. My overall view of it is that it is well researched, and has good subjects and points. Currently I am on page 56. so lots to read yet!

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

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

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