Beauty, Business, communication, Hair Care, health and wellness, Uncategorized

Tales of truth…part 3

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I am sure you have heard of the “zombie apocalypse” ….well, I believe it has begun. There I was, talking with a customer, explaining to her how she was going to LOVE the Kpak Revitaluxe (you all know how much I love it) and I hear the door chime behind me. I excuse myself for a moment to greet the newest arrival, smile and say “good morning” to which I hear “ughk”. I kid you not. The woman I was helping gasped and looked at me with the “what the hell?!?” look in her eyes. I leaned over and whispered “it’s okay, welcome to my world.” to which she giggled and relaxed. I walked her up to the counter, looking over at the woman (zombie) and told her I would be right with her, to which I got the blank stare and a mumbled statement which I hoped didn’t translate to “I’m gonna eat your face”. My lovely lady paid for her purchase and looked a little worried, I told her I was fine and to enjoy her day, she left the store walking the long way around to the door. (you see, thanks to my glorious hubby, I have seen Zombieland, I am prepared, I know what to do.). Back to the tale at hand. I walked ever so cautiously to the woman and asked what she needed help with….she just looked at me. About 30 seconds went by and she finally said “I need peroxide”. Whew….speech… No need for shovels today.

It was a beautiful summer day in 2011, a day I will remember for as long as I live, or until dementia sets in (family trait). A women in her late 40’s or early 50’s came into the shop, dressed in a beautiful designer summer dress with the cutest sandals to match, clutching her Coach summer tote. I asked if she needed a hand finding anything, “just looking for the nail polish” she innocently responded. I showed her our collections and went to answer the phone. After my phone call I turn around to see this women sitting on the floor, tongue sticking out the corner of her mouth and putting nail polish on her toes. The first thing that sprang to mind was the childhood rhyme “I see London…I see France…I can see your underpants”. I kindly walked up to her and said “Oh honey, first, you can’t try on the polishes, second, we can see up your dress”. I still can’t bring myself to buy pink underwear…enough said.

Last but certainly not least… I know people are lonely and in this age of technology many people email or text, so there isn’t much human interaction. I love to help all the ladies and gents that come into the store to look beautiful and feel good about themselves. That being said, I don’t really need to know everything about them. I don’t need to know about your latest gynecological finding, don’t really need to see your fungal infection on your toe nail, don’t need to see the oozing bumps on your body, don’t need to be shown your body hair on places I didn’t know hair could grow. I will gladly look at your baby pictures, not their dirty diaper. I will be a shoulder if you have lost a loved one, don’t need to hear about the embalming process. Oh, and please…don’t flash me your bikini line asking me “what is this?” and don’t throw a flat iron.

Beauty, Business, communication, health and wellness, Uncategorized

Permission granted

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This tale is for all the women out there that are afraid of their voice. You know who you are. At some point we have all been her. You know the one…the one who keeps her opinions to herself , the one who doesn’t speak her mind, the one who goes along with everything out of fear of rocking the boat. The one who still speaks in a cutesy high pitched voice. The one who hates her hair cut so much she cries on her way home from the Salon but won’t tell her stylist because it might hurt their feelings or the stylist won’t like them anymore.  I know, we have heard all our lives, “be the good girl”, “just smile and be polite”, “boys don’t like girls who talk too much”, “the stylist knows best”. I have come to realize, all these lessons were taught to us out of fear. Our parents, teachers,mentors (take your pick) only knew fear, so that is what the majority of girls were taught, fear. Fear of what may happen if you speak your mind, fear of what may happen if you choose not to go with the flow, fear of being alone. As Maya Angelou says “when you know better, you do better”. Ladies, (and gents), it is time to “do better”.

Every day, I mean EVERYDAY, a woman will come into the shop or the salon, her eyes at the floor, mumbling a request. I make it my personal mission in life to raise these people up. I ask them what they need, what they are looking for and I always get the same response “I don’t know, what do you think?”. In turn I answer “I think you should have pink hair”…and then I give a gentle friendly giggle and tell her I want to help her feel better about her hair. I ask her what picture she has in her head of what she wants her hair to look like. 9 out of 10 women tell me they don’t like the style they have now, that their stylist doesn’t listen to them and that they hate the color of their hair. This is when I tell them “it is time to find your voice”. I reassure them, the world will not open up and swallow them whole if they speak their mind. That if they are able to yell at the girl at the drive thru for getting their coffee order wrong, I think they can talk to their stylist about what they want.

As women, we worry about what people are thinking about us or saying about us. It is time to stop worrying. As my Dad often says “worry is a debt that never comes due”. He’s right. People are going to talk no matter what, it’s what they do. Live the life you want, have the hair style and color you want, wear the clothes you like. Find your voice, embrace it, walk with your head held high, make eye contact. If you are still a little worried you are going to hurt someone’s feelings – get them a present – buy them “knitting for dummies” and tell them “here is your new hobby.”.

Beauty, Business, communication, Hair Care, Uncategorized

Tales of truth….part 2

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The sun was shining, a cool breeze was in the air, I was enjoying a moment of my life with my flavored coffee when I heard the chirp of the door chime. The customer makes a b – line to the front counter, I smile, greet her “good morning!” to which she replies “uh huh – sure it is.”  I bid adieu to my french vanilla daydream and focus on the moment at hand. “What can I help you with?” I ask (still smiling). “This P.O.S. flat iron stopped working! It’s not heating up! I couldn’t leave my house because of my hair!”. I look at the receipt, the date is under the year expiry of in store exchange, so I look up at her, smiling and tell her “no worries, the flat iron is still under warranty, please go choose a new one.”. This is where it gets good. You would think that service with a smile and getting a new product would be a good thing. Guess not. She was looking for a fight, and she was mad she wasn’t getting one. She proceeded to pout, tug at her hair, all the while exclaiming “Look at it! Look at my hair! What am I gonna do?”. Which I responded, smiling of course (that really drives ’em crazy) “You can choose a new one, a different model if you like, if there is a price difference you just pay the difference owing.”. Then the staring contest began. Ladies and gents – tell your friends…staring contests are meant for the schoolyard, they will not get you a better deal or a free product. Anyways, it is rude to stare. In the end, she stomped over to the shelf, chose her flat iron and refused to speak to me from there on out. Funny thing was – she thought she had one over on me – I was happy it was quiet.

From time to time, you may come into a store and the product you are looking for is out of stock. I know how irritating that is, I am a consumer too. A word of advice – unless you are under the age of five, you should not start to cry because the product is not there. Nor should you yell or stomp or pout. Ladies, please, I know how important hair spray is and I know how much we love our products and we all have our favorites – keep it together ok? At least once a week I have a women over the age of thirty pitching a fit over missing product. Even when I reassure her it is coming the next day and show them the order to prove it – tearfest 2012 ensues.

In my years in this biz, I have come to realize and am in total agreement with Tabatha Coffey – It’s not really about the hair. The anger, the pouts, the tears….always something else going on and the only power the client feels they have that day is being able to pick a fight with a salesperson. So for all you out there in customer service – try not to take it personally. For those of you that are the consumer – try be polite and mind your manners…and quit staring.

Beauty, Business, communication, Hair Care, Uncategorized

You can’t handle the truth

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Everyday, I am asked questions. Everyday, I try to answer them as honestly as I know how. I may be a manager but I am also a consumer. As a consumer, I want to know as much as I can about a purchase and I want the truth when I ask about my purchase. So, I assumed everyone would want all the information, the truth, an honest answer. My father always told me I hold my expectations of the average person too high…it took me 39 years to realize he is right. This past week has had many examples of people who, as Colonel Jessop stated, can’t handle the truth.

– A client had jet black hair and wanted to be blonde, that day. Not possible. We explained to keep her hair from breaking off or turning to wet sludge it would take a few processes,that because of the box dye she had used there was some color build up. We told her what products to use to repair the damage she had and to get her hair in better condition to begin the lightening process – even gave her some samples. After the pouting stopped, the angry tirade began….I was accused of not knowing what I was talking about and that I was somehow holding out information so that she couldn’t get what she wanted. (I really gotta get some business cards from a local shrink – cross promote our services).

– A client looking for toner. Again, I cannot stress enough, toner is not a magic liquid that comes in a magic bottle. It can be any color. It can process within seconds of being on your hair. If you are not careful it can make a blonde go orange, gold, purple or silver. Please, share this tidbit with all of your friends….toner is not a magic potion. If you are looking for toner in a container labelled “toner” – go to Staples. Otherwise – see your stylist.

– Our hair grows. Everyday. Some people’s faster than others. That is why you will get a different color of hair at your roots and hair line. It is called regrowth. No, hair color does not go into the scalp so your hair grows out that color. No, there is not a product that stops that. Even in death your hair grows.(yeah…I said it). If you don’t like the signs of regrowth, try high and low lights – that way your roots aren’t as noticeable.

– A client wanted volume in her hair but didn’t want to use product. I told her that to achieve the volume and the look she wanted, she would need a little bit of product and if she used a blow dryer it would help too. I was told that if I cared about the environment I wouldn’t use a hair dryer. She stormed out and got into her Hummer. (I kid you not).

– A mother came in with her daughter looking for hot pink hair dye. I explained that we don’t sell it, because the vibrant hair color dye is not allowed to be sold to the public. We don’t carry it because we are a retailer, not a wholesaler. Again, big surprise, I was yelled at…told I was unfair and that I made no sense and should not discriminate against the public. I gave her the toll free number of the company that supplies color to LICENSED stylists and told her she should call them. As she stormed out calling me stupid I thought about what a wonderful example she was setting for her daughter….and I swear I heard a banjo playing.

This week will be a fun filled week for my readers. I was told all my life to be honest and tell the truth, so this week that is exactly what you will get, the truth. So hold on my friends. Hold on.

Beauty, Business, communication, health and wellness, Uncategorized

Some things you can’t “un-see”…

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I am an inquisitive person. There isn’t much I don’t want to learn about or see. That being said, lets begin today’s tale, shall we?

In my years in the beauty biz I have had many questions posed to me… “What is the difference between Root Boost and Mousse?”, “What is a good conditioning treatment?”, “How do I get the brassy tones out of my blonde?”. Many times I have had women (and men) show me their receding hair line, or their hang nail and ask what to do about it. There are a few things I nor any other person except your physician should see. “Excuse me…can you help me” is what I hear. As I look up, I see something I will never un-see. I kid you not, there was a woman standing by the counter, showing me the red bumps on her bikini line (and she did not look like Christie Brinkley nor have the body of Jillian Michaels – yeah – I said it). “Do you have anything that would help with this?!” As I looked over my shoulder, praying to see a camera, I answered “uh…yes, I do. You can cover that up now.”. I kindly let her know that next time all she has to do is tell us she has red bumps from waxing, we know what she is talking about, we know what it looks like.

Another thing for the physician – if your scalp has bleeding, oozing scabs on it, please don’t show me. If you must tell me..alright ….but don’t show me…I am sure I can picture it in my head. I know I am in a Salon, I know I have masses of product to sell you – what you need in this situation is a physician, pharmacist, exorcist…take your pick.

Last but not least….Hands. I know we have nail biters (I was when I was a child – no judgments), I know some of you pick at your cuticles…don’t recommend it but hey…whatever floats your boat. Just so you know (feel free to share this tidbit of info. with the masses), when your nails or cuticles are bleeding – not a good idea to be touching all the product on the shelves or opening up said products.

I wonder what I will see today….

Business

You get what you give

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We all want good customer service. We all like when we get attention. We all want to be reassured that our purchase was a good one and we want to know and understand our newest purchase. I get it. I am a consumer, I have had good and bad customer service. Remember – I am a woman so I am sure you can imagine some of the customer service I have received at a car lot or an appliance store. No one likes to be treated like they are stupid. That being said, sales people do not like being treated like we are stupid. Nor do hair stylists, esthetician’s, sales reps, anyone. No one likes to be treated poorly. Plain and simple.

I know, right now you are thinking “The customer is always right!”. You know what, that is correct – the customer is always right – in their own mind. More times than not, people are given the wrong information, or read the instructions incorrectly because Hooked on Phonics didn’t work for them. (Yeah…I said it). Armed with said information they come strutting into the Salon, telling me what they need. Before I continue with this tale – let me give you a tidbit of information. There are two kinds of salespeople – sales professional and order taker. The sales professional will ask about your needs, your wants, question you ( Politely) about the information you have and help you make the right informed decision. The order taker stands there and does what ever you say, not caring what it is you need or if you understand what it is you are buying. Now, back to the tale….

The customer comes in, guns blazing, telling me what they need. “Get me the Moroccanoil Oil treatment!”. No “Hello”, no “Can you help me”, nothing but their misinformed, the customer is always right information. I am  a sales professional, I take pride in my work and my abilities and my vast product knowledge (again…yeah, I said it). So, as always, when a customer comes to me telling me they need a certain product, I ask them why they are looking for it. I ask to ensure they are getting what they need, not to insult their intelligence or lack there of. My favorite response to my inquiring question is “Uh, well, I READ it was good for my hair, and since you don’t have my hair I doubt you know how to help me..”. Okay, stop right there. First, that just doesn’t make any sense. Second, don’t do that. No matter what kind of day you are having, there is no excuse to be rude.Yes, there are many order takers out there, please do not paint us all with the same brush. Give me a minute and I promise you, you will be dazzled and leaving with the proper product. Which is exactly what happened. After I got her to stop ranting with my go to phrase “I only want to get you the proper product, so you will be happy with your hair” said customer finally told me why she wanted this product. She wanted to control her frizz. Guess what? Moroccanoil Oil treatment is not humidity resistant – hence frizz. Their Frizz control spray and their Hairspray are humidity resistant – hence no frizz.

Customer service goes both ways. Customer’s want to be treated with respect and kindness. Guess what, so do sales people. (I can’t speak for order takers). From time to time you may run into rudeness, or maybe you and the salesperson just don’t jive. Ask (POLITELY) for another sales person. Not happy with your stylist’s work or attitude, try to work it out. If you cannot, get a new stylist. Professional’s in any profession want to know where they can improve, the one’s that don’t want to know, you don’t want to know.

Be kind today. Take a breath before you speak to salesperson. I can only speak for myself – when a customer is being rude, yelling, throwing a flat iron… never mistake my civility for softness.

Beauty, Business, Fashion, Uncategorized

An escape from daily life

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Salon -n. -elegant room for receiving guests; room or establishment where a hairdresser or couturier receives clients. (Oxford Dictionary).  Today’s tale is a Salon tale, a tale about being received as a guest into an elegant room.

Yesterday I was invited to an open house at a local business. I knew some of the people that were going to be there, it was a sunny spring day and I heard they had jewelry, purses AND shoes. As I reached the door I could hear “When you wish upon a star” (liked this place already). As I crossed the threshold into the boutique, I couldn’t tell if I was in New York, Paris or London. I did a quick glance over my shoulder, to make sure I could still see my home town streets.  I was embraced by the elegance and beauty that surrounded me. One of a kind jewelry that is elegant enough for a night at the opera or to jazz up everyday wear. A price point that is comfortable for any pocketbook. OH –  and the boots and the shoes!!! Zeyzani – one of a kind embroidered boots and shoes, some of the most beautiful workmanship I have seen in a long time. http://www.zeyzani.com.

The boutique is Poppies on Brant Ave. (in Brantford, Ontario, Canada). The owner, Brooks Williams welcomed me in as if she was welcoming me into her home. Not only did she know her inventory, and gave me helpful hints on how to turn one piece of jewelry into many different looks, all the while smiling and being kind as kind could be. There were over 25 women in her store and Brooks made me feel like I was the only one there. If you are in need of that special something or want to lift your spirits, go to Poppies on Brant Ave. You will leave feeling like you have had a vacation away from your daily life, you will leave with a spring in your step and some beautiful treasures hand wrapped in a pretty bag – what more could a girl ask for?

Beauty, Business, communication, Hair Care

Protecting your investment

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Today’s tale is for clients, stylists and Salon owners alike…..read on.

“I need that stuff for my hair that my hair stylist used”. This is what I hear on a daily basis. As I silently sigh, I ask “do you remember the name of the product or the what the packaging looked like?” As always, I am looked at like I have just spoken a foreign language. Then,  more often than not, the customer turns into a valley girl from the 80’s, places her hand on her hip, flips back her hair and says “If I knew thaaaat, like why would I neeeed you.” Gotta love that. If the valley girl doesn’t show herself, I get to meet the 5 year old. You know the one. She starts to pout, turns in her one foot, begins to twist her hair around her finger and says “Oh, I don’t know….oh no…what am I gonna do?”. Now, I am more than willing to help anyone find the right product, I do so love a scavenger hunt. That being said, I am always amazed that the customer has come to me for their product, that their Stylist/Salon didn’t even attempt to sell them something. My reasons for amazement you ask?

1) Why wouldn’t they want to keep their client happy and loving their new look?

2) Why wouldn’t they want to protect the color they just applied?

3) Why wouldn’t they want to increase Salon sales and in turn be able to offer more to their clientele?

Got you thinkin’ didn’t I?

Ladies and gents, pay attention. When you are at the Salon, pay attention. Pay attention to what your stylist is using. Ask them what the product is, how to use it, what the name is. Write it down, or ask them to write it down for you. Come on, you just paid over $100.00 for your color service, I am sure they can take a minute to talk product and sell you something. (Or at least tell you where to get it.). Professional product is important. It gives you the look you had at the Salon at home. Professional product protects your investment. That’s right, your investment. Think about it. Most of us spend over $900.00 a year on hair color alone (when we go to the Salon- at home color from a box….a little less expensive but having to say a Hail Mary each time you use one is too much trouble if you ask me). When we spend $900.00 on anything else, we purchase a warranty. Think of professional hair care products as your warranty.

We ask our doctor for specifics, we go over our lawyer’s papers with a fine tooth comb, we make the poor souls who sell us cell phone plans promise us their first born if anything goes awry – I think we can ask our stylist “what’s that stuff your putting in my hair?”.

 

Beauty, Business, communication, Hair Care

Just looking…..

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Picture this scenario. The sun is shining. It is a beautiful day. A customer walks through the door. A sales girl greets the customer with a cheery “Good Morning!” (yes….it’s true, customer service does exist, it is not an urban legend). The sales girl is greeted back with “I’m looking”. My all time favorite response from customers, I especially love it when accompanied with the famous “talk to the hand” motion.

Believe it or not, there are sales people that want to help you. Yes, there are commission sales people that make you feel like you are a gazelle about to be pounced on by a lion, and sometimes you cannot find a person in a smock. That being said, you should not paint us all with the same brush. I, as well as many other sales people get paid if you buy or not. I really just want to help you find what you need, or even help you use what you have correctly. Would you like it if a salesperson assumed you were nasty because you have a black leather jacket since the last customer wearing a black leather jacket was less than kind? Didn’t think so. Sounds pretty stupid actually, don’t you think?

Here is a little check list for you all. Trust me, your shopping/salon experience with be most pleasurable for all parties involved.

– When greeted with a good morning/good afternoon, remember what your Mommy taught you – say good morning/good afternoon back

– Unless you were asked what your name is and your name is “I’m looking”  that phrase just doesn’t make sense as a response. Don’t feel like chatting, smile at the sales person and politely say (after greeting), “I would like to peek around and can I get you if I need you?” – See, how lovely is that. You get your way and the salesperson is treated as well as they are trying to treat you.

– Make eye contact when speaking to a salesperson/stylist. We are all human beings. Yes, we are service provider’s – we are not servants.

– Please do not walk up to the counter, interrupt our greeting, refuse eye contact and say “get me my hairspray”. That is rude, plain and simple.

– Please and Thank You. Two little phrases that mean so much.

– Do not throw the Flat Iron

* A little treasure tidbit for you – we are trained to watch for theft. When you refuse to make eye contact and try to manoeuvre like a ninja through the store, you ARE gonna get our attention – because you are lookin’ a little kooky.

So, lets recap. Say Hello, be polite, don’t throw the flat iron – or any product for that matter – including throwing your weight around.

 

Beauty, Business, Hair Care

My morning Coffey

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The following is a personal salon tale, it is about how I came to be that girl in the red coat. A few years ago, I found myself loathing my job. I had wandered off the beauty biz path and into another industry. I knew something was wrong when I found myself hoping the next phone call would be my daughter’s school stating she was sick, so I could go home for the day. I have always been known for my strong opinions, to tell it like it is. I am a firm believer in leading by example and not painting everyone with the same brush. That being said, my manager’s and I didn’t always see eye to eye.

I remember the day I came home, feeling like maybe it was me that was the problem. I was the only one speaking up and more or less being told to shut it. Working my butt off without a thank you while others texted and stood around looking busy and got a coffee “on the boss”.  After homework was checked and dishes were done I flopped into the couch, put on my best pout, turned on the television and there she was. Tabatha. Tabatha Coffey.  She wasn’t afraid to speak the truth, to lead by example, to show her integrity all while in the most awesome heels and great clothes. As I watched the first of many “Salon Takeovers” I felt the little flame ignite again. It was then and there I quietly promised myself somehow, someway I would get back to my beloved industry, I would return to the beauty biz, to my home away from home – and that I would meet Tabatha.

Now, remember, I am not a stylist nor an aesthetician.  In the past I had managed a Beauty Supply and Salon. I know, you are wondering how will she get back in the biz? Well, here’s how. I always kept in touch with my contacts from the biz, kept in contact with my old employer and stylists, kept up with all the newest products (thank you In Style ,Google and Tabatha.). I never stopped believing, as a child believes in the tooth fairy, that one day I would be back in the biz.

It happened. The powers that be, the universe, the Smurfs – take your pick – opened a door and I ran through it. My previous employer was selling her Beauty Supply/Salon. The new owner/head stylist and I met in passing one day as I went into the store to buy my hairspray. Long story short, the new owner offered me my old management position. I will be forever grateful to her. I was finally coming home. Oh yes, and I got to meet  Tabatha. Yes I did!!  I had bought her book – “It’s not really about the hair” and when I bought it I told my daughter I would meet her one day and she would sign my book. In 2011, Tabatha was at the ABA in Toronto and my new boss bought me a ticket to the show. I heard Tabatha speak, waited in line, and had my picture taken and book signed. I thanked her for inspiring me to get back in the biz, and she told me she loved the hue of my red coat.

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This past year I had the privilege of hearing her speak at the 2012 ABA in Toronto. Once again, she reinforced the fire in me and my belief in true customer service, professionalism, educating yourself and keeping your head in the game.

Tabatha Coffey is a true professional. She has poise, intelligence, creativity and above all else, balls. Yes ladies and gentlemen and feminists alike, I said it. Balls. She reminded me that it’s okay to have an educated opinion, to have pride in yourself and your work and not to care what people think. Tabatha helped me to be brave once more and to stop hiding my abilities.

Thank you Tabatha Coffey.

Yours truly, That girl in the red coat.