Posts Tagged ‘clients’
Losing a Salon Client to a Co-worker
by CurlStylist on Friday, October 21st, 2011
Every hair dresser probably knows how awful it feels to lose their client to a co-worker. The agony in wondering what you did wrong can greatly affect your self-confidence, and you may even start to doubt yourself when styling a loyal client’s hair who has no intention of leaving you for someone else in your salon.
“What is she doing that I didn’t do?” is a question you may be asking yourself. But don’t worry, this situation does happen, and even though it may seem like an embarrassment to you, you can learn from the situation and turn it into a good experience.
Find Out Why
First off, you want to know what happened, right? Why did she choose my co-worker over me? There may be a few different answers to that question. You can start off by talking to your co-worker to discover why she chose to go to her instead of you. Does your co-worker style hair differently? Maybe her cuts are more modern. Maybe she specializes in curly or wavy hair. Maybe she can straighten out curly hair with an excellent blowout.
Any of these differences may be very important to your client’s needs. Every staff member is valuable to the salon for their different talents, and that’s a good thing! You want the salon you work for to be diverse to accommodate the needs of each individual.
If your client chooses another stylist at your salon because of her specific needs, something you may not specialize in, don’t fret. You have your own talents. Use them, market them and always make sure each client has a great experience, even if that means sending them off to a stylist that is better suited for them.
Addressing the client herself is not a good idea in this particular situation. She is still a loyal customer of the salon and that is important. Your number one priority as an employee is to make sure your salon doesn’t lose business. If you address the client personally, she may feel embarrassed and stop going to the salon altogether. Trust me, you do not want this to happen.
This will only cause problems with you and your boss and with your co-worker, and no one likes to work in a hostile environment. Tension between co-workers affects everyone in the salon, from clients to the staff, and that’s bad for business.
When addressing you co-worker about the situation, be sure to do so in a private setting, keep calm and be professional. Have an open mind. After all, it may not even be your fault. If you co-worker is professional, she will never make you feel bad about the situation.
Shrug it off
Don’t worry so much! Everybody is different, and different people like different things. Maybe you can learn something from this. If a co-worker has a great technique for curly hair, you can always ask her for pointers. Don’t ever think you already know everything; none of us do! All of us could use a little room for improvement.
Losing a client to a co-worker isn’t a big deal if it only happens once or twice. It’s when it keeps happening to you that there is a major problem. If that’s the case, do what you have to do to fix the problem, and fix it fast, because ultimately you are the one who will lose.
Make Curly Hair Men Your Clients
by Ivan Zoot/The Clipper Guy on Friday, October 14th, 2011
Guys make up roughly half the population of the world. On top of that, approximately half of them have textured or curly hair. Curly hair men face the same styling challenges as women, and there are plenty of opportunities for the hair cutters out there who are willing to help them.
Here are my top five tips for positioning yourself as an asset to curly haired guys. Help them manage their curls and they will help you to become a highly successful curly hair cutter.
1. Consult with pictures
If a picture is worth 1,000 words with any client, it can be worth a few more with the guys. Different looks and lengths may be tough for guys to imagine. Using a style book and updated men images will help to paint clear images of the end result you have in mind.
2. Use simple language
To a guy, volume is a knob on a radio, not hair fullness. Texture is the feel of the fabric on their jacket, not the way their hair feels. Hair business lingo is a foreign language to guys. Use simple terms and “guy talk.” Talk texture using the word “curliness.” Body and volume can be described as “fullness.” Styling glaze, no matter how fancy and New-Agey it is, is just hair gel to a guy. Don’t dumb it down, but keep it simple.
3. Take them shorter
Less hair is easier to manage than more hair. Short hair cuts are fast to style and easy to work with. The added bonus for you is that curly hair men are a quick cut in your chair and then back again before you know it. Wavy to curly hair that is cut down below the wave will fall in beautifully. Kinky curly hair can be a monster for many guys to manage at longer lengths.
4. Get hands on with take-home hair care product
You must do more than recommend take home hair care product at the front of the shop. Get product out of the bottle, into their hands and onto their hair at the chair. Show them how much to use and how to use it. Do their hair for them so they can see how you do it. Have them do it for you so you can confirm that they are on the same page. Send them home trained and stocked.
5. Rebook commandingly
Tell them. Do not ask them. If it is a four week hair cut, explain the need to be back in four weeks and assist them at the desk in booking their next appointment before they leave. Where you lead, they will follow. The responsibility is on you to take the lead.
The common theme in all of these is all about taking control of the salon visit and experience. Curly hair men will appreciate the direction and clear guidance. You will enjoy their loyal patronage.
Salon Sanitizing Tips for Customer Loyalty
by Ivan Zoot/The Clipper Guy on Friday, July 22nd, 2011
Salon sanitation is not a fun and sexy topic, but the reality is that selling sanitation—in a big way!—can build (and save) more clients than learning the next big trend haircut.
For best results when selling sanitation, you need to use good sanitation principles and practices to grow your business.
Get Caught Sanitizing
Sanitizing should happen in plain view of your clients. Disposable razor blades should be changed at the beginning of each service after the client is seated. Remember, if I did not see you change the blade, you did not change the blade.
Even if all tools are cleaned before the client sits down, a fast shot of spray sanitizer on a clipper blade sends a powerful message. Spraying scissors before you start a cut will be noticed.
Pulling a nasty hairball off of a round brush in front of a client sends the wrong message.
Clean Every Client
Every client should walk up to your chair and see a chair that looks like the chair the first client saw at the beginning of the day. Reset your tools. Sweep the floor. Check the mirror. Each client should feel like the first and only client of the day.
Don’t Top Off
When the liquid in your wet sanitizer is no longer bright blue, and the hairball at the bottom is the size of a hamster, it’s time to dump it out and start over.
Do not just top it off with water. Adding water alters the strength and effectiveness of the mix. The lighter blue color screams of this.
When a tool is dropped on the floor, leave it there. Grab another comb. Have more combs on hand so you can do this. Kick it out of the way so no one slips and falls. Do NOT pick it up, wipe it off and keep cutting.
Sanitizers need time to work. If you pick up the comb from the floor then your hands are no longer clean either. Clients notice these things. They may not comment on them, just as they may not come back.
Make Sanitation Easy
Spray can products like Andis Cool Care 5oinONE clipper spray are easy to use. The easier they are to use the more likely they will actually be used. Stock all the necessary cleaning products in a convenient place so they can be easily accessed by anyone as needed.
Move the broom. If the broom is way in the back of the shop and it takes too much time to go get it, use it and put it back, move the broom to a more convenient location. Do NOT just skip it and sweep every few clients (more on sweeping next blog post).
Good sanitizing practices build businesses and customer loyalty. Word will spread - diseases will not – and that is a win-win for everyone.
Client Hair Coloring Tips From Brig Van Osten
by CurlStylist on Thursday, July 14th, 2011
“Shear Genius” winner Brig Van Osten uses Pravana colors to achieve stunning results.
Hey there, my curly loving and cutting friends!
In case you missed out on Brig Van Osten’s live Facebook chat hosted by Pravana, we’ve provided you with some of the Q&A highlights.
Straight from the “Sheer Genius” to you, Brig provides quick client management and hair coloring tips.
Question: I have a client with Level 5 all over and chunky platinum highlights. She now wants to totally switch to JLo’s new Soft Sandy Blonde. What do you suggest?
Brig: I suggest you use Pure Light Power Lightener with 10 volume on her nat level 6. Leave your level 9panels out. Lift to level 9. Wash & dry.
Q: On personal style—do you ever worry that your own personal style will deter a client? I am in a pretty conservative area, and while I’m classic, I’m still kind of bold and worry about getting in to a salon and finding that a problem.
Brig: A great way to get around that is to create something cool using a clip in hairpiece that can be clipped out when you client goes to the day job. I never worry about what someone else will think of how I choose to look. I want to attract those who “get” me. I’m an artist and it reflects in my appearance. If I had to wear all black to a job, I wouldn’t work there.
Q: Have you ever listed with an agent? I’m near Nashville & I would love to get some on-shoot work and was thinking of contracting agents once licensed.
Brig: If you want to do freelance work, an agent is almost always necessary. Negotiating money for yourself is also challenging. Agents are fabulous.
Q: Brig, how do you get your clients to try a little “fun” color when they are timid about it?
Brig: I start each consultation by asking: “What do you like and dislike about your hair? If you are in the color room formulating and find yourself unclear, you didn’t talk enough with the client. Go back & ask more questions. Review pictures. I keep crazy records on each client. Consistency is key to a successful career as a stylist.
Q: I recently had a big problem with “sun-in.” Brig, how do you deal with this nightmare? Are there any recommended steps on getting this color correction under control?
Brig: Sun-In-EEEEEKKKK. Test strand & always darken, never lighten. Proceed with caution and under promise results. I remind clients that tell me, “My hair is strong and can handle it,” that I don’t want to see them on Judge Judy with me. Sun-In, Henna, crap from the all-natural market – BEWARE. Test strand. That has saved me many times. Offer a hair rehab program at your salon—great way to bring in clients with wrecked hair & make plans to nurse it back to health.
Q: Brig, I saw an awesome timeline of your career somewhere, but I can’t remember where it was.
Brig: I got my start at the cheapest school & hustled education after that. I also assisted and learned a ton of “what not to do” from a lazy stylist.
For more information concerning this chat with Brig Van Osten and the products he recommends, visit Pravana’s website.
Are You a Curl Expert? Have Your Clients Tell Us About You, and You Could Win!
by CurlStylist on Wednesday, December 15th, 2010
Ready to capitalize on all of those reviews you’ve been begging for from your loyal curly clients? NaturallyCurly is launching a Salute To Stylists program to begin on December 15 and run until February 15, and one lucky stylist will win the Grand Prize trip to New York for a 3-Day Deva Curlaboration—a prestigious training course from the famed DevaConcepts salon in Manhattan and will be declared the 2011 NaturallyCurly National Curl Expert. In addition, the grand prize winner will also receive one year of free advertising on NaturallyCurly and a one year subscription to Modern Salon.
It’s easy; curly clients will have two months to add rave reviews, which will then be totaled. In addition to the grand prize winner, a stylist from each of seven U.S. (And one from Ontario, Canada) geographical areas will be declared a 2011 NaturallyCurly Regional Curl Expert and will receive three months of free advertising on NaturallyCurly, a one year subscription to Modern Salon, as well as collateral materials to proclaim themselves a Curl Expert—a definite way to get more curly business! Also, one of the clients who entered a review will win a cut and style from the winning regional stylist, courtesy of NaturallyCurly.
Spread the word now—you have limited time to rack up those reviews! Need help? Email us for “Review Me” cards!
Also check our assets download page to get goodies to help you get more reviews!
Our Seven Regions
One stylist from each of these U.S. regions will be declared a NaturallyCurly Regional Curl Expert.
The Most Important Client is the One in Your Chair
by Ivan Zoot/The Clipper Guy on Monday, December 6th, 2010
Ivan Zoot is the director of education and customer engagement for the Andis Company and the founder of Zoot! Hair professional hair care products. Ivan identifies, recruits, trains and manages Andis’ team of professional beauty industry educators. Ivan continues to be a featured presenter at industry shows and events, sharing his unique blend of information, education and enthusiasm for clipper cutting and the entire professional beauty industry. Ivan’s background includes experiences ranging from salon ownership to achieving 3 Guinness World Haircutting records.
How many clients do you have? Tens? Hundreds? Thousands? We get wrapped up in measuring our business this way.
I would challenge you that whatever number you offer up is likely wrong, unless you offered up the number one. If you are reading this blog I hope you are not in the middle of a haircut. The only client we really have is the one in our chair right now.
I am sure we all agree that we do not own the clients. We are given the honor and privilege of serving them. That is customer service basics. They also do not belong to the salon. They are free to come and go and spend and choose as they wish.
Frequently we are lucky. They choose to come back. Yes, our efforts add up to more than luck. When you consider all the marketing messages, friendly referrals and impulse opportunities, it is a bit of a miracle any clients ever come back.
We work through an unwritten contract. When a client sits in our chair we have agreed to provide a service and they have agreed to pay for it when it is done. How many of us take the money up front? Have you ever asked to see the cash before you pick up a pair of scissors? It sounds silly to even suggest it. Therefore today’s haircut is a foregone conclusion. It is really done and paid for before we begin. So what is really the purpose of today’s haircut?
I will take the position that the purpose of today’s service experience is really an exercise to earn the next visit. That is the one we are working for. Today’s is done. Each visit is linked to the next. Today you might deliver a great haircut, but if the client does not allow you to cut the next one, this hair cut can really be seen as a failure.
I think we understand this concept better when the client is new to us. We work hard to earn that second and third visit. We know how to do it. The bigger challenge is to maintain that perspective beyond the first few visits.
Because, really, every visit is a first visit. If we do not treat it as a first visit, the client will likely treat it as a last one.
My wish for you is that you may have nothing but first-time clients in the coming year.
How to Handle Very Tricky Clients
by Trash Talk with Anna Craig on Monday, October 25th, 2010
Hair has been Anna Craig’s passion since she was 12 years old, this has always been her path in life. In 2001 she went to school in Tempe, AZ, at the Carsten Aveda Institute. After doing hair for about 5 years, she realized that precision haircuts were her specialty, after years of thinking that color was her calling. After doing hair in Arizona for several years, she took the plunge and moved to Texas, and her career took off. She soon opened her own salon, Trashy Roots Salon & Spa. There she became a Certified Deva Stylist, specializing in Curly Girl haircuts. She is also an Artistic Educator for Pravana, which gives her the opportunity to go out to different salons in the area and educate them on new products and techniques. She is also very involved in her community; holding annual cut-a-thons, participating in benefit hair shows, and helping with local beauty schools.
“Making clients happy”— does that mean that you have just made “a deal with the devil”?
Do you ever just have that client who you bend over backwards for? That one client that you feel like you can never make happy? When Client Jane Doe walks in the salon, you just dread her appointment and she is always Miss Negativity. How do you deal with this type of client? Do you just avoid her and tell the front desk not to book her appointments with you? Do you rush through the entire appointment with her, getting her out of your chair as fast as possible? How do you handle this situation? How do you handle this type of client without them taking you down with them?
I once had a client who started coming to me because her previous stylist had been fired. So when I started her hair for the first time, she was already peeved because she said “I hate training new stylists.” So we never quite started out on a good note, but then every time I did her hair she would tell me “maybe next time you’ll get it right.” She would always give the receptionists a hard time and she would never rebook, but then she’d call up at the last minute demanding to get in and insisting she had somewhere important to go to so they should squeeze her in. When I moved salons I didn’t give her my forwarding information, but she managed to get it out of the front desk, mainly because no one else wanted to do her hair. Sound familiar?
This is a hard situation to handle. You have to be direct with this client and kill them with kindness. But then sometimes it seems like no matter how nice or how accommodating you are they don’t treat you any better. There are two options for these types of clients: refer them to another stylist or fire them.
Suggest that they might want to go to a different stylist in your shop—maybe it’s just a clash between personalities and a firmer stylist can handle them differently. A client that just drives you crazy can be totally awesome for someone else. Some stylists are more direct and blunt about the situation.
If none of that works, just FIRE the client. Is it really worth your pain and suffering every time they walk in the door? No. If a client doesn’t have respect for you as a professional, then she should move on to someone else. This isn’t easy to do but in the end you will be happy and so will your front desk staff.
Cashing In on Client Feedback
by Megan Dorcey on Tuesday, July 6th, 2010
One key to building your business is taking the good with the bad and knowing how it can help your business. One way to get honest responses is by taking your clients’ feedback (even those pesky negative comments) and making it work for you through comment cards.
Comment cards may seem like an old-school feedback method, but they are still very effective. Some clients may feel uneasy about filling out the cards in the salon, thinking their opinions may not be confidential. A good way to promote honest feedback is by offering a comment card already stamped and addressed and letting the client fill it out at home, where she can be totally comfortable.
Many salons rely on this form of communication to better their practices. The most current trend in customer satisfaction has been the online review. Many websites offer reviews on anything from restaurants, to groomers, to salons. Our sister site, NaturallyCurly.com, is the first and only site that focuses only on the needs of curly clients and their honest opinions of their stylists. The site’s salon/stylist finder helps clients find the right stylist and offers the most honest opinions you can find, from real people.
Teddy Romero, an educator at Avenue Five Institute in Austin, says that he reads reviews out loud so that the students can all hear what the public thinks. This is a great way to keep yourself motivated, knowing that each person who sits in your chair will be reviewing you somewhere. Word of mouth is something that stylists will always heavily rely on.
NaturallyCurly.com also helps curl experts promote their services by offering advertising next to the reviews section. This shows potential clients that you are proud of your reviews and truly care about curly clients (to learn more email Megan Dorcey). Any way you look at it, knowing how your client perceives you is going to pay off big time, either through comment cards or online reviews.
Re-Book Your Client With Celeb-Worthy Hair Accessories!
by Megan Dorcey on Monday, June 21st, 2010
The mercury is rising and we all know what that means: less is more in the clothing department. Coping with the heat can take a client’s wardrobe choices and cut it in half. So what should you suggest to add some glitz and glam without adding unwanted layers and heavy jewelery? Hair accessories.
The days of stick straight hair are long gone. Everyone from that gorgeous model on the runway, to your favorite celebrity, to the girl next door is sporting something pretty in her wavy ‘do. Sparkly brooch-inspired clips, glitzy headbands, and simple up-do tools are popping up all over the hair scene.
This is a very quick and simple way to offer an option to your client and they will be so happy with her style that she won’t hesitate to re-book her next appointment before walking out the door. Simply suggest she bring her favorite hair accessory along to her cut or color and offer to style it in a fun way that they may not have thought of. This will only take a few extra minutes and ensure a returning client. If your client doesn’t have a favorite accessory, stock up on a few trendy and inexpensive pieces that she can take home. Making your client feel special when she walks out the door will mean the world to her, and don’t worry-she will tell her friends how much fun they had with you!
Is your client hesitant to add an accessory? Try a summer-friend celeb craze such as the messy braid or face-framing braids that are a simple way to transform their look.
Need some hair accessory inspiration? Pictured are a couple of my favorites that work perfect in waves, curls, kinks, and coils.
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