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

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

Beauty and brains? Yes…it is possible

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So, it happened again. Some poor soul made the common mistake that because they saw that I was rockin’ a great hairstyle and had some lipstick and eyeliner on that I must not be very bright. SURPRISE! Yes, it’s true, a woman can be attractive and be intelligent at the same time.

I know many people think, “oh, it’s just hair products, how hard can it be?”. As in any profession, product knowledge is key. In my store/salon, we have over 30 different hair care lines, so approximately 1000 products. Let us not forget the nail care and foot care products which equal out to approximately 200 products. Quite a bit of product knowledge to retain, don’t you think? Now, because this is a business there is payroll, accounting, staff meetings, inventory, orders, meeting with Sales Reps, keeping up with the latest trends and newest products, advertising to take care of and all the while servicing our customer’s and clientele with the best customer service we can provide.(Yes, it’s true….hairstylists and beauty professionals alike actually run a business….we are not playing beauty shop all day).

I know, you are reading this thinking “Hey! I thought this was a blog about salon tales”. Well my friends, everyone has a tale to tell and this tale is for all the salon owners, stylists and for professional business women everywhere or the stay at home mom who enjoys beauty products. Getting excited over hair extensions or squealing with delight over the newest polish collection does not lower your I.Q.. Wanting to have your hair done before you go to the grocery store doesn’t make you a bad mother. Taking pride in your appearance doesn’t make you vain. Stop worrying about what others will say. Sorry to break it to you – they are probably already talking about you so why not (in the words of Bonnie Raitt) – give ’em something to talk about.

Think of all the fun you will have when you get to take them all by surprise. Trust me…..it is glorious.

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

Goldilocks had a hard time finding the perfect chair too

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On this beautiful Sunday, I have been recalling many a tale. Tales of hair woes, mine and yours. Everyday I am immersed into a complete strangers pool of uncertainty. Uncertain if I am trustworthy to speak of their hair. “Does she know of what she speaks? She isn’t a hairdresser, she looks normal and her hair is nice but I have seen this before….hmm.”.  I know that is what these strangers are thinking and I am okay with that. I have broad shoulders (thank you Dad for the genetics). I am here to say, in most circumstances I do know what I am talking about, and when I don’t I find out.

On a daily basis I remind women that they have a voice and they are allowed to use it. I hear their tales of discontent, of fury at their stylist for their new found pixie cut when all they wanted was a trim. The first thing I ask is “did you explain you were not happy?”. The answer is always “No, I didn’t want to hurt my stylist’s feelings”. Lets stop right there. First- not fair to the stylist – he/she doesn’t know there is a problem. They will continue to do what you do not like because they think everything is great! Second- really? You said nothing? If we are able to tell our physician’s when we are not happy, tell our dentists we fear them worse then the plague, why are we unable to tell a stylist we are not happy with the service. The good ones won’t be offended, if anything they will be upset that they may have offended you.

That said, next time you sit in a chair, awaiting the new you, listen for the consultation. You should hear from the stylist;

– What are we doing today?

– How have you been?

– Any changes since I have seen you last? (An important question – stress/medication/illness can sometimes affect your hair during chemical services)

– How do you do your hair at home? What products do you prefer?

All of these are important, as are you and your hair. If you aren’t hearing these things, you may want to look for another chair.