Holidays

Salons are like church for many people. They only go on high days and holly days. Now we have all seen our books become more full during this time of year. Clients we only see a handful of times a year dust off their mop tops and head to the salon. Why? cause apparently these folks like to look really good about once a quarter, or they have not been wowed enough to return on a consistent basis.

Believing the first one is the easier path, laying the blame at the client's feet is always preferable to looking hard we treat our clients. So what to do with these nomads of the style world? Write them off? Accept their bi-annual visit as the norm? Or maybe, just maybe try to flip a few of them into 4 to 6 week regulars.

Every client that comes to you was at one time new. They were looking for some one to make them feel and look amazing. Some one they could trust moving forward and never have to worry about the out come. You won them over....so why not some of these holiday part timers?

I find the greatest gift we can give any person is to leave them a little better than we found them. Stylists have that opportunity and the holidays tend to drive a few extra souls to the chair. So do not approach them as extra income. Take a second and treat them like gold. People tend to revisit pleasant situations, they want to relive good experiences. If you do that, you may have a client for life. With the economy being what it is, people are being some what more thrifty. So you may have to work harder to maintain the nomads of the salon world. Once that barrier is broken, trust, established, and they feel confident in not just your work, but how they will be treated, then spending the money becomes "worth every penny" and not a "gamble".

Merry Christmas

The Salon Guy Pittsburgh.

Mobile Me?

MOBILE ME?

It is being predicted by some, that the desk top PC is on it's last legs. It is on the same path as the VCR.

In fact, mobile web browsing is set to alter the way we search and use the internet.

What does it mean for salons and their owners? Mobile salon advertising has been particularly valuable for small and large salon owners to use as a tool to keep in touch with customers, share the news, promotion or simply as a means of appointment reminder, and here's the twist, unlike email and other forms of online advertising, mobile advertising works better at getting the message across. The reason? People are 70% more likely to read a targeted text message than an email containing the same information.

Sounds obvious, does not it? yet astonishingly only a small fraction of hairdressers and salon businesses use mobile advertising as a valuable means of increasing revenue, and decreasing annoying no-show ups and cancellations. 

Of course with tablets and smartphones, mobile advertising these days is more than text-marketing, it now means that your customers, or perspective customers are searching your salon online using their smartphone devises, which means 2 things,one: if you are not online, i.e. don't have salon website, your customers can't find you, and if two: if you do have a website, but it is not optimized for mobile users, you will be losing as many as 50% of perspective customers. 

Solution? salon owners,need to make sure that their beauty salon web sites are mobile friendly, and it is as easy as possible for shoppers to book an appointment, make a call or shop for hair products, whilst they are in line or browsing through multiple sites comparing different salon web sites for better prices and services. 

All above concludes that although Thanksgiving has passed, and you did what you did to attract more customers and sell more products and hair appointments, there is Christmas of course coming, and New Year celebrations, so you still have time to start using mobile advertising with targeting salon advertising and salon promotions. 

CLIENT EXPERIENCE 

Think of the greatest experience you had at a restaurant, now think of the worst, those two are pretty fresh  in your mind, correct?  Now name me the most mediocre experience you have ever had. A little harder, isn't it?

Here is why. People tend to remember things in a extreme fashion.  That means the best and the worst are always first. So while we are all told to strive to give the best customer centric service possible, and avoid being horrible, no one every discusses being mediocre.  When is the last time someone said to you, "Hey try not to be average."  Rarely said. Our goals and outcomes are measured in the same way. Best or worst. Well, I am here to tell you that being just "ok" can be the kiss of death. 

Our minds tend to focus on the best and brightest and the worst and most inept. We gloss over the mediocre simply because it does not leave a good or bad impression, in fact it leaves no impression.  Therefore it is never discussed, mentioned, or raved about. So how does one avoid being mediocre?  Easy!

1} Smile. There is no better ice breaker in the world then being greeted with a smile. People love to feel welcomed and cared for.

2} Use your client's name. Familiarity is an amazing tool, if a client feels like they know you, and you them, they will have less reservations about your ideas and suggestions. (Up selling)

3} Listen with your whole body. Affirm what they are saying with eye contact and head nods, make them know you care about what they are saying. Avoid looking around or up, even when behind the chair you can make eye contact with client's reflection in the mirror.

4} Dress the part! The goal is always look better than the client in your chair. You should be their appearance role model. Sound silly? When is the last time you let some one in stretch pants and a belted sweater cut your hair? 198----??? Part of your uniform is your personal style. Flaunt it, market yourself through it.

5} Do not be afraid to steer them away from a style disaster. All stylist get the picture toting client who wants to look like the person in said picture. However, there are many obstacles that prevent this from happening. Hair type, face shape, age, and the list goes on.....Be honest, but be polite.

6} Voice Candace: Ok this one is a little tricky. The way we speak to our friends should be different than how we speak to clients. The simple rule is we tend to speak quickly in social situations. Slow it down when talking to clients, every word should be clear and crisp. 

Inflection, we have heard "it is not what you say, but how you say it." Cherish those words. The tone and inflection of your words will convey a message, whether it is the intended one or not. Do not be mono tone, but also do not sound condescending. I am personally a fast talker, and at times, my mind and thoughts out run my mouth, it is a disaster when one cannot keep up with the other. 

Make sure your tone is appropriate to the situation. Varied voice cadence projects interest and keeps your client interested. If you sound excited about their look it will reassure them and make them excited.

7} Solve their problem.  I know I have said this before, but you most be the solution to all things hair related.

So make sure that you:

• Identify the problem in the consultation
• Agree on a solution
• Talk them through the service before you start
• Quote your price
• Let them know what you are doing throughout the service. Maintain their comfort level
• Show them what you are using and explain why
• Teach them how to replicate the style at home.

If you do these simple things it will help you give a memorable experience almost every time. Keep moving forward.

The Salon Guy Pittsburgh

The Salon Guy: Sell Products? Not Me I Am A Stylist Not A Salesma...

The Salon Guy: Sell Products? Not Me I Am A Stylist Not A Salesma...: Let us talk for a moment about hair care. Products to be exact. Retailing to your clients serves many purposes. For one it adds value ...

The Salon Guy: It Is The Client Stupid

The Salon Guy: It Is The Client Stupid: I have been in salons for almost 20 years. I have worked with every type of stylist you can imagine. The drama queen, the arrogant,...

There Comes The Time

      Not all stylists make it.  It is a cold fact, but a true one. The first 5 years can be torture, building a sustaining clientele takes time, effort, patience, and where you are hired. Effort is the one thing you have the most control over. Continuous effort when coupled with skill should equal a financially rewarding following.  

Bad days will happen. Difficult clients will happen. NO SHOWS WILL HAPPEN. It is your response to these situations that will decide how successful you will be. Do not treat your 10:00 badly because your 9:00 high-lite and cut blew you off, to be honest do not even mention it to your other clients. I have seen stylists loose clients by talking  ill of one to another, you never know who your clients know.  I have fielded complaints from one client hearing from another that their stylist was running them down. Stay positive. Always focus on the person in your chair.

Another mistake newer stylists make is treating their chair as a "job."  This is not your job, it is your career, and hopefully your passion. I can always tell the ones who perused styling as a career versus the ones who selected it as a easy job (sarcastic) . They are the ones with the fewest clients, the biggest mouths, and generally cause the most drama. Another mistake stylists, experienced and new make, is adding clients to their personal social media friend's list. Have 2 accounts, social media is your best friend and worst enemy. Keep your professional and social friend lists separate. The double edge of social media is simple, your client can rave about you too 500 people before they get home or bury you.

Where you apply. Do your homework, most salons have websites, reviews are easy to find online, and of course your professional connections are a good source. Salons with minimal new client traffic, no education, and have a reputation for poor working conditions need to be avoided. One thing you can do is call the owner, ask for a tour, and check everything out. The things you want to look for are, the environment, what is the decor style, how is everyone dressed, what do the front desk people look and act like. How does the owner or manager treat you, are they upbeat?  You want to work with someone who is a passionate as you are. There is nothing more draining than being stuck for 40 plus hours a week with negative people. I speak from experience.

But the one constant factor in all of this is you! Be your best, be humble, learn from those around you. Every one has something to teach, even its what "not" to do. Stylists sometimes let life happen to them, they feel they do not control their own destiny. We all do, set backs will happen. If they do that means there is something better for you to find. I firmly believe that any one who perfects their art and themselves will survive, then flourish.

Keep moving forward....

The Salon Guy Pittsburgh

Salons and Election Season

It is an election year. The air waves are flooded with political adds that range from ridiculous to down right untrue.  But in salon world what does that mean?  Given our artistic and generally accepting nature how much are we affected by donkeys and elephants? Well.....the economy does drive all commerce.  The amount of goods consumed create the need for more goods, more workers, more materials, more......

But we are a service industry you say.  So let us substitute goods consumed to frequency of visits. Now as discussed previously clients when left on their own visit a salon 4-6 times less a year. So toss in a weak economy and less disposable income, and well you see where this is going.  Now you are fighting winning a clients over and making their individual budget cuts. Pile on top of that the repetitive message from the media, commercials, and radio that we may be doomed economically.  The battle just got harder. So now that the problem, in very simplistic terms, has been identified how do we combat this?

There are many avenues a salon or stylist can take.  I will cover the one I feel will do the most long term good and ones that are not so good. Coupons, I am not a fan. I have always viewed stylists as artistic people, the passionate ones are dedicated and cherish their craft, therefore, why discount your art?  However, there are things you can do, without running the discount race.  I worked with one of most talented colorists in Pittsburgh, Rich.He has a magic touch with color, there is nothing he cannot formulate.  His clients pay top dollar to see him and do it willingly. But, he also smart, business smart, and most important he respects and empathizes with his clients financials. He will offer a small break on a color just to keep a client on schedule. This not only serves the clients needs it reinforces the personal relationship he has with them.  Why?  Because he tells them, he explains it, and the revenue is made up on referrals and volume of visits. It is your relationship with your client that carries you through sluggish economic times. They have to feel you are in this with them and are willing to work with them (with in reason) to keep them looking and feeling their best.

Now one to avoid. Over Charging!! There are stylists with slower books that charge over and above what they should. They do this to compensate for their lack of following. It is a lazy approach. If you only have 15 clients a week, build from them, if you turn those 15 into raving fans they will refer others. Another no-no, do not complain about how slow you are. Clients do not want to hear it, sorry just being honest. Telling a client you are slow sends the indirect message to them you may not be that good, it chips away at your reputation and where you have your chair. Keep your conversation on the client. Now more than ever they need to know they are spending their hard earned money wisely.

Now the one thing stylists have in their favor, styling is a needs based business at the core.Like a dentist or a doctor.  People have to get their hair cut. Otherwise it would a Crystal Gale kind of world. However, as we know the "need" clients are not as profitable as the "want" clients. Do not stop offering add on services, do not stop guiding them to looking their best. Do not let your frustrations spill out on the cutting floor.  But during these times, be on 100% of the time.

So really at the end of the day the one major truth still stands. It is the client. It is their needs, their wants, and their desires that a good stylists takes pride in exceeding. So take care of the client, stay in touch with ones that you have not seen in awhile, let them know you miss working on them.

Most importantly.....DO NOT GIVE UP!!!

You and You

  There are many variables in our lives. Things and situations we think we cannot control. Well outside of the weather, most things are well within our control.  For example, I was talking to a friend the other day who has had a string of bad relationships, to quote her "I just attract the wrong type of guys, I have the worst luck."  I simply replied that while that is sad, she does not attract them, she chooses them.  The one constant variable in every one of her relationships was her. She selected her partner, accepted their behavior, and her ego allowed her to believe she could change the person she was with.  People do not change for people, they can either choose to grow and improve or remain where they are.

So how does this mindset pertain to the salon world? Let us start with re-booking and client retention. The most common excuse, "My clients just will not re-book, they cannot, but they will be back." Clients and consumers will make every effort when they have been floored by a service and treatment the received during that service. People will revisit and make efforts to re-live an enjoyable experience. So why do some stylists have waiting lists and others are just waiting?  It is not the client.  It is the stylist. If a client is not treated with 100% a 100% of the time, they will simply find someone who will. The choice to make that effort is the stylist and stylist alone. I have heard a million times over the last 15 years, "She said she would call when she is ready." Hmmm, will she? Or was it a polite brush off?  A client left on his/her own will visit a salon 4-5 times less a year...Now if you have 50 clients on your book that do this every year you now have shorted yourself 250 appointments for the year, that's 250 people who will  not tip you, you will not make commission's on, or get referrals from.  To speak financially about it, if half  of that 250 are color clients, and you charge $55 for an all over color and are a 50% commission scale...you just lost $3437.35 in income (plus tips).

So how much control do you want to have? Your professional behavior will reflect your personal, and vice versa. Start with the mind set that everything in your life starts and ends with you. You are sum total of your decisions and reactions to situations. Now this is not to say that if you focus really really hard, and tell each client when you need to see them again, they all will magically re-book.  But much more will by asking then not asking. It can be frustrating. I am not saying it will be easy, but once you create the habit it will become a part of who you are.

In any situation be certain that you will benefit and that you can contribute. Because if you do not, you blame the circumstance or the other party. It all begins and ends with you. Personally I can look back on mistakes I have made and tell myself, yea that one is on me, I made bad choices. Not being perfect is ok, not striving and learning is not.

So learn, study, and give every client everything you have. There is too much competition not to. Your ability to listen and act accordingly will serve you well in life.  But remember it is a learned skill. Not many people are born with the ability to make correct decisions all the time. But if you focus and stay focused on this it will get easier.  Be the professional you are and be treated and treat people like the amazing human being you are or are becoming. Never settle.

The Salon Guy

No Compete Agreements

No compete contracts. They are more common place now than ever. To salon owners this an invaluable tool, they protect the time and money invested in new hires.  They stop a an ex employee from soliciting clients and going to work for a competitor near by.  I once worked for a large department store salon chain that lost $200 thousand in combined sales simply because 4 facialist walked on a manager and opened up their own place.....NEXT DOOR!  And yes they took their books with them.

I am fan of non competes, I have signed them and will again. I feel if you are going take a paycheck your dedication should follow.  I once took an entire year off because I was restricted to 26 air miles of any of my five locations. No worries I opened a gym with my brother.

Now, as an employee what should you expect when presented with a no-compete? Here are some basic guidelines:

1. You are allowed to have a third party read it before you sign. This can be a trusted family member or an attorney. You do not have to sign it the day it is given to you.
2. The employer is obligated to be able to explain to the break down of  "air and land" miles.
3. If they have an education clause that states you must remained employed for a certain time once trained. Ask for a break down of how much the training is worth and why.
4. Is it enforced across the board?   If an entire salon is on a Non-Compete and one person is allowed to work beyond the boundaries of that agreement, then every contract in that salon is now null and void.  Here is why,  contracts given uni-formally to a staff must be enforced in the same manner.  A salon cannot selectively enforce for one and not another.  That goes to bias. I spent 8 years with a company chasing down former employees trying to break their agreements, some worked there many years and others a few months. However, the company knew letting a small fish go meant bigger ones could follow. It seemed small and petty but it was correct legal thing to do.
5. What can you expect in return? How much education? How often? Will you be priority booked for a period? If so how long, and how is it tracked?  Remember this is your career and paid good money to get here, protect your future. Be polite, but do not be naive.

Do not fear the agreement. It is standard and most salons use them, they are means to protect business.  But, if a salon does not meet their end of deal ask for a meeting with your manager,and  if you do have a meeting, document who was there and what was said. You have rights, and you are a professional. Act and expect to be treated as such!

The Salon Guy

Salon Politcs

Salon politics are dicey. Depending on the size of your salon and the variety of services you offer will often dictate the size and amount of personalities you will encounter.  Smaller salons are harder in my experience simply because being in a confined area when you cannot tolerate 3 of the 5 people you work with is uncomfortable at best and annoying at worst.  Larger salons usually mean larger staffs and this increases the odds of making good work mates.

So what comes first, politics or salon culture? Typically one fuels the other. However, culture should always dominate politics. The personality types your salon houses also plays a major role.  With this in mind, there are four basic types of people in a salon.  

1. The know It All
2. The Timid
3. The Clique
4. The Over Achiever

Now while not a finite list these are the ones that we all can say..........Yep got those and there names are....

The Know It All:  These can be your best producers and  worst nightmare rolled into one.  The exude confidence and are usually very talented. They tend to talk down to other stylists and if some one has done it, they have done it better, and more often. They will interject themselves in situations they were not asked in, and can be quite domineering. The know it all will seek out a weaker talent, a weaker personality, they tend to surround themselves with people that do not threaten them or may outshine them.  They can be abbrassive and unempathetic.  Their concern is not the greater good of the team as a whole. In fact in their narrow mind the salon exists to feed their ego and provide a platform for them to display how superior they are to the rest.  They are the first ones to threaten to take their book and go elsewhere.

On the other end of the personality spectrum is the "The Timid".  These are you sweeter than sugar types, slow to be decisive , and have yet to gain the confidence in their craft or themselves to be as successful as they could be.  They need nurtured, reassured, and at times babied. They are quiet with clients, do not try to upsell services or retail.  They are so nice that they can be a doormat at times.  I prefer this to the know it all. These are good people who can be coached and are willing to work hard as pleasing people maintains the emotional comfort they seek. Timid stylists are not weak, they are uncertain. They need more attention and will be slow to try assertive behavior.  But when that light goes off, and their confidence meets their back bone, look out!  These personality types are more dedicated and yes may require more work upfront, but the pay off is long term.

The Clique. This by far is a threat when left unchecked. This grouping of stylists and desk folks or any combination when left unfettered can make any salon owners dream a turn into one bad situation after another. By far my least favorite.  They work as a group, they isolate anyone who is not up to their self prescribed standards. I have seen cliques run new hires from salons, target new management, and just reek havoc. No one person can overcome a clique. They are harder to discipline as they cover for one another.  They make it known, mess with one, and the rest will make you feel uncomfortable. If there is a desk person in this mix keep an eye on new client distribution. Have policies in place to that are clear and measurable. Make it known the only tolerable clique in your salon is your entire team. The goal of your team should be for the overall well being of the salon itself.  The more success each individual is, the greater the group will prosper. I am no saying do not allow relationships to grow among your team, just do not these groupings dominate your salon.

The Over Achiever.  My favorite.  This stylist lives, breathes, and dies for their client.  They are focused, disciplined, and will work well with those trying to get ahead. They want to help, so let them. Over Achievers are the stylist you love to work with, they have  a higher retention rate, are the first to sign up for class, and consistently have a large following.  If there is a new promotion, they are on it, a new product they promote it, a new service they learn it. They can be over zealous at times are often referred to as the favorite by clique types and know it alls. The difference between the over achiever and others is, this not their job but their career. It is more than means to pay bills, but a method of expressing their art. They believe in what they do, they take pride in serving their clients. To them above and beyond is every day and every client.

So these are the four basic categories I have encountered in the last 15 years. Politics in a salon environment is generally fueled by insecurity and notions of superiority and entitlement. Do not let your team dictate the atmosphere in your salon. However, talk with them, see what type of environment is best for all.   Touch base with them often, not always formally.  One of favorite things to do is randomly praises some one who had higher sales, improved their retention, or just got a rave review. Take a professional interest equally in all. Some will require more coaching, others just praise and thanks.  Learn your team's personality and make sure ever one knows what is and is not acceptable.

The Salon Guy

Sell Products? Not Me I Am A Stylist Not A Salesman!

Let us talk for a moment about hair care. Products to be exact. Retailing to your clients serves many purposes. For one it adds value to you as an expert, and it ensures your client has the tools to maintain their style at home.

So why do so many stylists fight selling to their clients. It is that nasty word. Selling! It brings to mine images of men in cheap suites selling wood paneled cars. So lets shift our focus. You are not selling you are educating your client and protecting your hard work.

"How do I bring this up?" you ask.  Easy, with one simple question will open the flood gates and have your client seeking your wisdom with out any effort from you. "What is the biggest problem you have styling your hair?"  Simple. What this one question does is gives the client the opportunity to tell you, their chosen scissor wielding savior a chance to flex your all knowing, all healing, words of wisdom. And to fix those seemingly unsolvable problems requires products. Hair dry? Moisture shampoo.  Frizz? Moroccan Oil.

Now, once a plan of product attack has been agreed upon. Teach them how to use it. Show them the amount, distribution, and where on the hair to place it.  Is it root to end or just the ends, or just the root.
I have saved many product returns by simply asking what they did not like then how much did they use at home.

Talk in systems to your client. Shampoos and conditioners are the foundation. With out a good foundation the rest is worthless cosmetic cover up. Like painting over paneling. Help them get their hair in shape. A system may be 3 products or more.

Never, ever, ever, ever, sell what they do not need. If a client walks out with a product and promise and its the wrong product that cannot deliver the promise...they may write off the whole product line and you as well.  

Be honest, be helpful. Serve and love your clients.

The Salon Guy

It Is The Client Stupid

I have been in salons for almost 20 years. I have worked with every type of stylist you can imagine. The drama queen, the arrogant, and the eager new comer who's enthusiasm out weights their ability.  The one that out shines them all?  The one who is client focused.


What is being client focused mean? It means the stylist hangs their ego up with their coat.  It means the fight you had with your honey before work, stays out of the salon.  It is so simple and yet so hard for so many. The simple fact is, without that client in your chair all of your skills mean nada.

So what is your role here?  How can you shift your mind set to one of serve-a-tude from attitude?  Easy, think of your client as some one who needs your help. After all they did choose you, they did make the decision to drive to your salon, take time out of their day, and sit in your chair. They are there cause they cannot do what you do. They are counting on you to decide  how they view themselves for the next 4-8 weeks.  Pressure? nah... you got this!

The greeting is most important thing. Smile, extend your hand, if it is a new client, take them early and show them around.  If they are seeing you the 100th time, ask them how they have been. Never head straight to the shampoo bowl, take them to your chair, make sure they are facing the mirror and ask....
"So what worked best with your last cut."  or  "Tell me the biggest problem you are having with your hair."
Always repeat what they say, get agreement on the service.  AND ALWAYS QUOTE YOUR PRICE!

The shampoo. Ok my favorite part of the service. Be good, be gentle, and make them feel amazing. Nuff said.

During the service discuss what you are using on them and why. Explain how you are cutting, listen for verbal ques on potential future services. Questions are your best friend. If they are responding to your questions you are not selling them, you are helping them.  There are no more smoke and mirrors in our business, teach them how to style their hair. After all it is your hard work they are walking around with. Make sure they treat with love and respect.

Actively listen. This is important. You have to try to actively listen to some one. Give them 110% of your attention and effort. Never let them out of the chair until you are sure they love their style and you!

Remember you are talented and that is awesome. But there are 30 stylists in a 10 mile radius who are just as good and may be $$$ cheaper and nicer. Your attitude must be serv-a tude. There is no shame in taking care of some ones needs. Especially when they can tell 300 friends on Facebook how awesome their "experience" was with you before they pull out of the parking lot.