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