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The “Key” to sales

There is a word that seems to invoke fear in many Salon owners and stylists alike. The word is retail. Now, before you hide under the covers, I am here to tell you to have no fear. Retail is your friend. Retailing product in your Salon increases profits, helps to ease the financial drain of your overhead and most importantly, keeps your clients hair in the beautiful state it was in at their last appointment and in tip top shape until they see you again. Saryna Key is a line that can do all of the above.

 

Yes, there are many oils in the market. It seems all brands have jumped on the oil bandwagon, so many Salons and stylists think “What’s the point of carrying this line when there are so many others out there?”, “I don’t know how to sell it.” or my all time favorite “Oh, my client’s won’t buy that.”. Well, I am here to help you understand why you should have Saryna Key as a brand in your Salon and how to sell it. Once you educate yourself, you can educate your client. Once a client understands the value of the product, most will not even blink at the cost. Plain and simple.

 

In my experience, many times we get caught up in the ingredients of a product, which I admit are important, to the stylist. The client…not so much. Our clients need to know how to use the product, how much, how often and in what order. So, I am here to tell you how I sold Saryna Key to our clients and our customers. You’re welcome.

Every woman I spoke to asked me the same question. “What’s the difference between all these oils?”. (This is where educating yourself about Saryna Key and its competitors comes in handy.). Before I would answer, I would ask them the following questions;

          What is the issue you are having with your hair?

          Have you colored your hair at home?

          Are you currently using drug store or professional products on your hair?

          Does your hair fall limp easily?

          Do you battle with your curl and frizz?

Asking these questions allows you to diagnose your client’s hair situation and give her the proper product. Once the question(s) had been answered, this is how I introduced Saryna Key;

Saryna Key is as an oil that repairs and restores your hair. Saryna Key is one of the only lines that has created separate oils in separate lines for each hair types, unlike other lines that have only one oil, and as we know, not all hair types are the same. 

  SarynaKey Damage Repair Oil SarynaKey Curl Line - That Girl in the Red Coat SarynaKey ColorIMG_20150112_140505

Then I would introduce the value of Saryna Key;

 It offers a better price point for their products. For instance, their 500ml Shampoo is the same price as the competitor’s 250ml bottle of Shampoo. I would introduce them to the Saryna Key selection, starting with the Damage line, then moving on to the Volume line, the Color line and finally the Curl line. I would wait for them to say “What about those?” and then would introduce their Dandruff Shampoo and the Neutralizing Pigment Shampoo (or purple shampoo if you prefer).

Then I would have a 2-3 minute consultation on how and when to use the products. I would explain how many times per week or month the treatment should be used. I would show them in my hand the amount of oil that would be needed. I would show them in my hair, (or theirs if they preferred) how to apply the oil and distribute it properly throughout their hair. I would show them how to mist the shine spray – how far to hold it away from their hair for even shine distribution. For our curly haired Beauties I would explain the importance of proper product application and drying time to avoid frizz and unruly curls.

…and that’s it. It really is that simple. Once the value of the product was presented and the time was taken to explain not only how the product works, but how to work with the product, another bottle (or two) of Saryna Key left the shelf.

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Tales of Truth – the final edition

Well, here it is. The final edition of That Girl in the Red Coat’s Tales of Truth. I thought I had heard, seen and smelled (yes … smelled) it all. Over the past weeks, I have been proved wrong. With the full moon, a heat wave and news of the shop’s closure, it has been an interesting 2 weeks around the shop and I must say, I know for sure there is a higher power, because yours truly has been able to hold her tongue and keep it professional. So, gather ’round ladies and gents, boys and girls, for it is time for Tales of Truth.

  •  A woman came in looking for hard wax to do her own Brazilian wax at home…I guess she is really getting into representing the host of the summer Olympics. Anyway, as I showed her our selection, she asked me if instead of using a spatula to apply the wax, could she just use her fingers, like the last time. I asked her “The last time? I thought you said this was your first time?”. “Oh, it is. The place I go to, the girl says using her fingers was easier.”. I took a breath, swallowed the little bit of puke that came up and asked her if “her girl” wore gloves. “No. She just applied the wax, ripped, then put her finger back in the wax and did it again”. …..*THAT GIRL IN THE RED COAT tip – if your “wax girl” is using her fingers and double dipping with you, she is with everyone else. If you do not see gloves and a spatula….RUN!!!

 

  • Since the shop is closing, we have our products on sale. The signs say Everything on Sale. A woman came in and asked “Is everything on sale?”. “Yes, everything.”. She tilted her head to the side and said “So everything right? I’m not gonna get up to the counter and then you’ll pull the rug out from under me and charged me full pop on some things?”. I told her “That’s correct. Everything. No rug being pulled out.”. “Well, I’m gonna add up my total on my phone and it better match yours!”. …they matched.

 

  • A woman asked if she could return a product she bought a month ago and then buy it back with the new discount.

 

  • I was asked “Since you are closing, does this mean you won’t be open anymore?” …I am still trying to figure that one out.

 

  • A woman started to spray every hairspray she picked up. I let her know they weren’t testers. “What’s it matter? You’re closing anyways!”.

 

  • A woman came in for her hairspray. I let her know that unfortunately we had sold out of it and the owner was not ordering any more product. I shit you not, she leaned on the counter, turned her head to the side, spoke out of the side of her mouth and said “Listen, you order me 12. Sneak an order in. No one has to know. I’m good for it.”. …okay there Fredo.

 

  • We open at 9:30 a.m.. At 9:45 a.m. I hear the chirp of the Salon door and with it a shriek of “NO!!!!!!!” – so loud one of my stylist’s shut off her dryer and walked away from her client to see what the shouting was about. “You can’t close! You can’t! Where will I go now? You have ruined my whole day!!!!”. …and good morning to you as well.

 

  • “You’re not closing.” a woman said as she came in the shop. I told her the owner had decided to close. “No she didn’t. You’re not closing!”. It took 5 minutes to convince a woman that the shop was in fact closing.

 

  • A woman came up to the counter with her product and told me “I have a bone to pick with you! I was in last month and you said nothing about closing. You let me buy product at full price! I am not impressed!”. I let her know I understood her disappointment since I didn’t know a month ago either. …she stopped talking after that.

 

  • “Well, aren’t you just the most annoying thing today!” – what a woman said to me when she saw the shop is closing.

 

  • A woman came in, stared at me, stomped her feet, pouted then sat in the chair by the front door for 5 minutes staring at me without saying a word. (I know it was 5 minutes, because I timed it). When she finally stood she looked at me and said I was being unfair for closing the shop. I let her know the owner had decided to close and before I could explain why she told me “If you cared, you would have made her stay open. This is horrible. Now I have to drive further for my products!” …took every ounce of restraint to not say “time to get off your cross, someone needs the wood”

 

  • “Well, aren’t you shit out of luck. All you can do is this and now the shop is closing.” …just another gem bestowed on yours truly. …you would be happy to know I didn’t hold my tongue on this one and assured the woman that I was not just a girl standing in a shop.

 

  • As I rang through a women’s purchase, I told her the total and as she gave me the cash, she smirked and said “Shop’s closing huh. No job for you!”. …I know of the soup Nazi, guess she is the job Nazi.

 

  • “Where am I going to get my shampoo now?!” – something I hear at least 20 times a day. When I let them know they can check the local Salon’s “Can’t you call around to all the Salon’s for me?”….sometimes, there are no words.

Last but not least, the woman who flashed me her red bump riddled bikini line came in and said “Sorry to see you’re closing! Who’s gonna help me now? Who am I gonna show my issues to?!?”. …I…shit…you…not.

 

Tales of Truth

 

 

 

1

What are you going to do?

The shop is closing. The signs are on the windows. The stock is marked down to clear. Customers and clients are walking in with surprise, wondering what is happening. Shelves are clearing and being removed from the sales floor, so I can see why people may feel worry or concern. “Where will I get my products?”, “What the hell?!”, “Why is this happening?!” are many of the questions asked, usually with a pout, sometimes with a shout. Yes, a shout – those are always a good time. After I explain that the owner has decided to close I get the all too popular question “What are you going to do?”… a question posed to yours truly at least 30 times a day for the past 14 days. Before I get a chance to answer, more often than not, I hear “Guess you’re out of job huh?”, “All you can do is this, so now what are you going to do?” or my all time favorite “Wow. Sure wouldn’t want to be you right now.”.

I get it. For most, their workplace closing it’s doors would be devastating. It’s a scary thing, the unknown. Household budgets are affected, vacations put on hold, major purchases moved to the back burner once more. Good thing for me that I choose to see it as an invitation to a party that I have always wanted to attend. Funny thing – when I explain this to the women I speak with, many of them say “Oh, I see. You don’t have to work.”. Hmmm. Interesting. To be clear, I do need to work, to contribute to my home and my family. Most importantly, to contribute to myself. Since the news of the shop’s closure, I have found the last piece of my confidence that was hiding on me – a sneaky little sucker that kept eluding me. I am once again thinking outside the box, a place I am most comfortable. I have faced fears and have done things I thought I never could do. Like what you ask? Driving to Toronto. Yes. I was afraid of driving into Toronto. I admit it. I feel no shame. Guess what? I slayed that dragon last week. As my hubby told me “You didn’t just drive to Toronto, you drove into the heart of the dragon!”. Thanks to my trusty Nav. system, the support of my loved ones and choosing to listen to the “you can!” instead of the “you can’t!” record playing in my mind, I did it. …and am going to do it again, and again and again.

For those of you reading my tale today that may be in the same boat as yours truly, or facing a major life change and are standing at the crossroads, I am here to tell you that no matter what, everything will be fine. Sooner or later, it all works out. Do what it is you have always wanted to do. Do the work. Be consistent. Be present. Do what you have to do until you get to do what you want to do. I am also here to tell you to stop listening to the negative nellies out there. Refuse to let their nasty remarks enter into your mind, let them roll off your back. Let their fears be their own, do not let their fears become yours. What people say to you says more about them than it does about you. Plain and simple.

For those familiar with my tales, you know that I know that I am not “just” a girl standing in a shop. I am not “just” the manager. I am not “just” anything. Neither are you. Remember that. …and this gem from Mr. Anthony Robbins,

 

 

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Suitable replacement?

Sigh.

 

It happened, again. I lost a fabulous rep. She was lovely. She came every 2 weeks. She emailed me the sales flyers before they went to print so I could preplan monthly specials. She sent complimentary products to use in the Salon. She sent products specifically to me to use, knowing that since I do most of the selling, the more product I use, the more I know and in turn, the more I sell. She sent us complimentary retail bags. She shared her knowledge and her stories. Not only did we have a great professional relationship, over the years we became friends. I received a call over 3 weeks ago from the company that she was no longer with the company and that a “suitable replacement” would be visiting me soon. Lets just say, there are some big boots to fill and by first impressions, my hopes have faded a tad.

10 days ago, the replacement rep. – lets call her the R.R. came by the shop, mid afternoon on a Friday. No call to see what day or time works for me. No appointment made. No email of introduction. Not even a tweet. She introduced herself, I the same, exchanged pleasantries and such. I let her know that my old rep. had a standing biweekly Friday at 10 appointment. I asked if that worked for her. She said yes. We decided on a date for our first official appointment, shook hands and said our goodbyes. Fast forward a week. Yours Truly had the order ready. Special customer orders had been added. Clients and customers had been assured an order was being placed that day and by Tuesday afternoon at the latest, as long as the product was in the warehouse, their beloved product would be in their hands. …or so I thought. Yep. You guessed it. Yours Truly was stood up…and you all know how much that thrills me. 10 a.m. came and went. No call. No email. No text. No fax. No tweet. No Facebook message. No Instagram. Not even a snap. Nada. Nothing. Not a word until this morning after I emailed my order and was told that Friday’s don’t work.

I have said it before and will continue to do so. We are in the business of Beauty. The business. When a rep. doesn’t show up for my order that means that my inventory gets too low or worse, my shelves are empty which in turn hurts my reputation and our revenue. Listen, I have been a rep. on the road. I know that you are told that “color accounts are key”. That they are your money maker. I have some news for you. So are retail accounts. When serviced properly and the value of your retail brands explained, retail can increase your commissions just as much as color can. Something many reps and companies seem to forget, or put on the back burner. I can’t help but wonder if I was a color account, would I have been dismissed so easily? Over the years I have brought over $250000.00 – $350000.00 of retail revenue to our shop…you’d think that everyone would want a piece of that pie. It seems not.

A little bit of advice, for reps. and companies alike – your small accounts could become big accounts, if you show up. Plain and simple.

 

 

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…the last to know

Today’s tale is meant for Sales Reps., Sales Managers and distributors alike. Our industry, I believe, is one of the best to be in. There is always something new around the corner. New coloring techniques. New cutting techniques. Our workplace always smells great. We change peoples lives. We improve their self image and in turn their self esteem. It’s exciting and it’s fun. …and it is a business. Something, I am sorry to say, as of late, many are tending to forget.

Over the past 5 months I have been on the receiving end of many an unreturned call, email and text. I have had to find out through my own investigative skills that products have been discontinued, that products are on back order and that certain companies no longer had a rep. for my area. I have even had to hear about a brand promotion from a Rep. that is a competitor of the brand that is running the promotion. I have not been too impressed, to say the least.

I am fortunate enough that our Salon/shop carries over 25 professional hair care lines, so I am able to suggest another product. I am also very fortunate that our shop has been around for over 15 years and our clients/customers trust me and my suggestions. I do not think other Salon’s are as lucky. In fact, I know they are not because I hear about it everyday. Trust me, when a woman isn’t getting the straight goods, she will let everyone from the mailman to the newspaper delivery boy know about it.

Stylists are in the service industry. We are in the business of serving the client and the customer –  catch phrases I hear all the time. Yes, this is true, for Stylists, Salon Managers and Salon Owners. It is also true for Sales Reps., Sales Managers and distributors. To be clear, I have a few Sales Reps. that go above and beyond their call of duty. They keep their appointments, they call when anything changes from products to our appointment time. They offer retail bags and samples, free of charge so I can in turn give them to our clients and customers. They have become my friend and someone I hold in high esteem. I also deal with some distributors that are on top of their game and are in contact with me when it is needed. Unfortunately, they are the rarity when they should be the norm. So, being me, I have compiled a little how to or reminder list, think of it as a job aid.

  • In the age of facebook, twitter, email and text, there is no reason, whatsoever that a Salon can’t be notified that there is not a rep. for their area. All Salons should be notified, not just the big accounts. PSSSTTT…the little accounts could have become big accounts if you had kept in contact and showed up more often.
  • When an email is sent, respond to it. If you don’t have an answer, then politely admit it and let the person know you will be in touch as soon as you have an answer.
  • If you can text a picture of a cat driving a toy car, you can text that you are running behind and may be late for your scheduled appointment. *Again, I cannot stress this enough – do this for all accounts, not just the big ones. I have personally had a $500.00 order waiting for a rep. who didn’t show up or return my texts (well, she did, 3 days later and made the mistake of telling me was “sorry” but she had landed a big account and was too busy to get to my shop – her exact words), so I gave it to her competitor – because she did return my text and showed up to see me, even when I didn’t have an order.
  • Stylists, Salon Managers and Salon Owners are customers too. I can only speak for myself, I do not like when someone thinks for me. Never assume we do or do not want a product or product line in our Salon. Show it to us, leave a sample if possible, explain it’s value and let us decide. *That Girl in the Red Coat tip – explain the retail value of your products, not just the backbar/station use. …clients love the way they look in the chair, they also want to love the way they look at home and retailing products is the key to opening that door.
  • When a product is discontinued, let us know. Write it on the invoice with the order shipment, it’s that simple. Hoping I will get the point and will stop ordering a product after 10 tries to order it is not the way to do business. Many times that product is a special customer order and now I have egg on my face, a disappointed customer, and a lost sale. *While they were waiting for that product, if I had known it was discontinued, I could have introduced them to something comparable.
  • When an order is placed, please confirm you received it. I emailed an order because the sleuth in me discovered I no longer had a Rep.. It wasn’t until I sent another email forwarding my first email that I got a response that the order had been shipped and again, the product ordered was in demand and I had a list of women waiting for my call to let them know I once again had it in stock.

I didn’t like waiting for the phone to ring when I was 16, I really don’t like it now. …and in business, no one likes to be the last to know.

 

ThatGirlx3

 

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Tales of Truth – the 22nd Edition

So here we are. It’s Monday and those familiar with my blog know that Monday’s are my usually meant for my Monday Motivator – a review of a FAB! product to help you have a good hair day every Monday and everyday. Well Beauties, this Monday is going to be different. I usually come in contact with the “Full Mooners” the week leading up to the full moon. This past month, the days leading up to the full moon were calm and collected and I thought that I had been given a reprieve…well doesn’t the universe have a sense of humor. It wasn’t until after the peak our lunar pal that all hell broke loose. So gather ’round Ladies and Gents, boys and girls, for it is time for That Girl in the Red Coat’s Tales of Truth…the 22nd Edition…sigh.

A woman comes in to the shop with a list looking for “that gel” she likes. I ask her if she remembers the name brand of the gel she likes, to which she says “No. I don’t remember. That’s your job.”. I take the high road and apologize that I don’t remember all of my customers (over 2000, by the way) favorites. She sighs so I ask her if she had it written down on the list she brought with her. She looked at me and told me “I was nosey and shouldn’t be looking at other peoples things”.

A woman came into the shop, put her list on the counter, shoved it in my direction and said “I need all these products. Get them for me and I am in kind of a hurry.”. Last time I checked the Golden Arches weren’t above my head.

A woman came in with a list, I guess April was list month, asking if I sold Joico Firm Gel. I showed her our display and got one of the shelf for her. She held it in her hand and looked at me and asked “Why did you get me this?”. “I thought that’s what you asked for when you came in” I answered. She scowled at me and said “Why would I ask for a gel that I don’t want? I only asked if you sold it so I would be sure not to buy it!”. ….I dared not ask if she had the gel she wanted written on her list…don’t want to be “nosey”.

As I was giving back a woman her change from her purchase, she looked back at our Salon, watching the girls applying color to their clients and said “hmmm, so you guys do color huh?”. “The girls in the Salon do, yes. Would you like to make an appointment?” to which she said “So, you don’t do color?”. I let her know I manage the shop and take care of the retail/customer service aspect of the Salon to which she said “So, how do you explain that your hair is colored?”. …there are no words people, no words.

A woman came in looking to color her hair at home. She had dark roots and wanted to match up her blonde and didn’t want to spend money at the Salon. I let her know that color is a science, especially blonde and it would be best to go to her Salon. “Listen, I took science in high school and made my husband watch you tube video’s on how to make your hair blonde so how hard could it be?”. …I wonder if there was a prenup.

“I need a hairspray that has a smell my husband would like.” The woman couldn’t understand how I couldn’t know what that was.

A woman came in looking for emery boards and as I was walking her over to our selection, she asked if there were any testers she could use, because she really didn’t need one, she just wanted to get rid of the snag in her nail.

A woman came into the shop and as I was saying “Good Morning!”, I was told “I’m just looking”. After a few minutes I made eye contact with her and smiled at her. “I told you I was just looking!” then she stormed out.

A woman came in looking for wax for at home hair removal. I asked her what she would be needing the wax for. “Ummm, to get rid of my hair”, to which I answered “Yes. I need to know what hair on which part of your body, because some waxes are better than others for lets say, Brazilians, if that is what you are going to do”. It was at this point she actually lifted her leg up and pointed to her vagina and said “you mean rip out the hair down there?”. Yes, rip out the hair down there, exactly…thank god she was wearing pants. I know way too much about other women’s vagina’s in my town.

 

That Girl in the Red Coat

 

 

 

 

 

 

2

Man in the Mirror

In the age of equality, I feel I must write about this today. Today’s tale is for those who want to like their reflection. For those who want to turn heads. For those who want a compliment on their appearance. For those who feel insecure about the changes in their skin, their hair and their bodies. For those who are trying to find the person they once knew, who don’t recognize that person looking back at them in the mirror. Today’s tale is for all the Gents. Yes, for the Gents.

As of late I have realized two things. First, all gents want to look good. Second, when a gent wants to look good, more often than not, he is teased or cursed for it. …and this needs to stop.

I met a man last week that was concerned about his hairline. He was so embarrassed by it, he wouldn’t remove his hat. I let him know that no one else was in the shop, that he didn’t have to take off his hat, he just had to lift the front a little so I could see his hairline, then I would know what products would be best for him. As he raised his cap, his eyes went directly to the floor. I thanked him, I looked at his hairline and told him to remove his hat, since there was nothing to be worried about. He looked at me and said “…but my wife told me last night that my hairline was receding and I should just shave my head.”. It was then that I got out my Nioxin manual and showed him pictures of receding hair lines and hair loss and asked him “Do you look like that?”. He smirked and said “No.”. I explained that yes, maybe his hair line was finer than it used to be, then I told him so was mine and lifted up my bangs to show him. Finally, consistent eye contact! After a few minutes, we decided an updated cut may be the answer and applying some product in his hair to keep it in place. I told him my secret “Getting my hair to look like this…it’s all smoke and mirrors my friend. Smoke and mirrors!” to which he laughed, then thanked me for my time and my courtesy and for not making him feel silly or vain.

I am about to tell you something so that you will know, and someday your children will know…men want to like their reflection, for themselves. Men feel just as insecure as women about aging. Men want their spouses/partners to find them sexy and attractive and worry that they don’t measure up – no pun intended – get your mind out of the gutter. Men know that their hair line is changing, they do not need it pointed out. Think about it ladies…what would happen if a man pointed out your ever so slightly saggy neck. If you are going to tell a man to “just shave your head” because he is beginning to thin a tad, you better be ready for him to say “just get botox” when a line is spotted.  Those familiar with my blog know I have written of this before, see link below;

https://thatgirlintheredcoat.com/2012/11/02/receding-hairlines-and-muffin-tops/

…and from time to time, I will continue to write about this for making fun of anyone or belittling anyone who is trying to improve themselves is unkind and ugly. Plain and simple. If you want to be treated as an equal, be careful how you treat others, for you get what you give.

ThatGirlx3