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

Do you want a sale or a customer?

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Customer service. A term that we all know, a term we have all heard, a term we have all been taught. Unfortunately, as of late, a term many are not utilizing to their full potential, if at all.

It happened again today. I had a customer come into the shop and when I asked her “can I help you find what you are looking for?” it was met with a scowl and a snap of “I’ll let you know. Can’t I just look around?”. I have heard this many times and just let it roll off my back, nine out of ten times it has nothing to do with my question. After a few minutes I said “Just so you know, if you can’t find what you are looking for, many companies changed their packaging this year. Let me know if you need some help.”. She was quite happy with what I had told her. You see, she was looking for a KMS product and her stylist said it was discontinued. It wasn’t discontinued, the packaging changed and they renamed the product – KMS Flat Out anti humidity seal is now KMS HairStay anti humidity seal. She was over the moon with excitement. We got to talking about product and she ended up apologizing for her response to my greeting, telling me “I’m not used to getting service and dealing with someone who knows what they are talking about.”. I thanked her and told her not to worry about it, I know just how she feels.

You see, I am not only the manager of our retail/salon, I am also a customer. I am a customer of our distributors and manufacturers and I know how frustrating it can be when you are not being listened to or given the proper information about the product you have purchased. In my opinion (you know I have to give it), in business, it all comes down to customer service. The better the customer service the more business you will receive. Personally, when we need a product at our shop, the owner and I tend to buy from the company that offers us the best customer service and support. Back to the tale at hand.

After speaking with my customer about her hair, I found out that it was over processed at her last appointment at her salon and she wasn’t happy at all. So I gave her a few samples of the Kpak Revitaluxe treatment to try and let her know that it would help her hair look and feel better and would help repair some of the damage. I asked her what she wanted her hair to look like. I asked her what products she used at home. I asked if she liked to blow dry or air dry her hair. She laughed and said I asked more questions than her stylist. I told her that was my job, to help her find what she needed so she could do her hair and like the results. I asked a few questions and showed honest interest in her and ended up selling three products and she left smiling and hopeful, and with our Salon price list.

Take the time with your customers. Customer service isn’t just about making the sale. It is about building a relationship with your customer/client. If you build a relationship and trust, not only will you have a sale, you will have a customer.

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

No, I don’t want to tend the rabbits

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Ahhh, that all too familiar chirp of the door chime of my shop. A woman comes in and I ask her if I can give her a hand finding what she needs. She tells me “I am looking for a good conditioning treatment.”. So, I show her the Joico Kpak Revitaluxe. I admit that it is one of my favorites and tell her that everyone that has tried a sample has come back to buy it and I offer her a free sample. After explaining how it restores the porosity of the hair, she asks me “So, are you a stylist?”. “No, I am the manager and I have…” this is when I am spoken over with the all too familiar “Hmmppt…well if you are not a stylist, how can you know anything?” What I want to say is “well…hooked on phonics done worked for me and I done taught meself to read!”. Alas, that doesn’t happen. What happens is I smile, take a breath and explain that I have been in the beauty biz for over 10 years and in customer service for over 20 years. I explain that I have been to every product knowledge class and that I run the store, so I make sure I know everything about what I sell. She still looks at me like I am Forrest Gump or seems to wait for me to start talking about “tending the rabbits”.

Yes, it’s true. I am not a stylist. I am not an aesthetician. I am not a university graduate. What I am is intelligent, articulate, kind and one hell of a sales person and manager. Yeah, I said it. Muhammad Ali said it best “It ain’t braggin’ if you can back it up”, and I can back it up. Don’t get me wrong. I am  a firm believer of furthering one’s education. Some times life gets in the way and some of us aren’t able to go to college or university. That doesn’t mean that we are any less intelligent or capable as our post secondary peers. That being said, I also believe in educating yourself, about yourself. Finding out who you are and what you like, not what everyone expects you to be or what you “should” be and what you are supposed to like.

People tend to judge quickly. Yes, I am a girl standing in a shop, that does not mean I have always been a girl standing in a shop. Also, I have chosen to be where I am today. Yes, its true. Believe it or not…some of us actually enjoy what we do for  a living. Shocking, I know. I have had many experiences, corporately trained and such…a tale for another time.

You cannot teach passion, you either have it or you don’t. If you have passion for what you do as I do, you will become an expert because you will soak up all the knowledge and facts you can like a sponge. You will be excited and in turn make others excited. I have yet to hear of a course anywhere that can teach that.

I may not be a hair stylist,  but I can still teach you a thing or two.

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

What are you so scared of?

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Today’s tale is for all the stylists out there. Not a stylist? You may continue reading, you may even end up telling your stylist about this blog. It could help her be a better stylist and help you and her other clients like their hair for more than two days after the appointment.

You see, most Salon’s do not put any energy or focus into their retail. Retail meaning selling the products that they use during their services, be it a pomade or a flat iron. Everyday, and I mean everyday I have women coming into our shop saying the exact same thing… “I just had my hair done a few days ago and it looked great but now look at it!!! I don’t know what she (meaning the stylist) used and I can’t do my hair.”. So, this is wear my rendition of 20 questions begins. “What shape was the bottle she used?”. “What color was the bottle?”. “Did it foam up or did it look creamy?”. You get the point.

Something I cannot wrap my head around is this. A stylist has no problem telling their client that their service will cost $185.00 but they cannot muster up the courage to ask the client if she would like to purchase the mousse that was just put into her hair for $10.95. Seriously?!? It’s a win win. The client will be able to achieve the look you have just given them and the time in between each visit, your client will be happy with her hair and in turn with you, her stylist.

I have compiled a little list for all you stylists out there of what a client sitting in your chair should never hear. I mean NEVER.

– when your client asks “What’s that your using?” DO NOT answer “Oh, just some free stuff from my rep.”. Tell her what it is, tell her how to use it, offer to her that she can buy some on her way out.

– after finishing your color service and your client asks “What shampoo should I use?” DO NOT say “Oh, just pick something up at the drugstore”. – Are you crazy? Anything but professional shampoo could fade her color and make her hair look dull and lifeless – and guess what? When that happens she isn’t going to blame the shampoo – she’s gonna blame you.

– when your client asks about flat irons DO NOT answer her with “Oh…these are for professionals only” – come on…it’s not brain surgery…if you can iron a shirt, you can use a flat iron. Besides, it sounds a little rude and kind of belittles your client.

– if your client is currently using a professional hair care line that you do not carry, do not tell her “Oh, that line is crap!”. Now you have not only made yourself look stupid, you have insulted your client. Instead, compliment her choice and offer something similar that you carry. If you are not familiar with the line she uses, keep your mouth shut and after she leaves hop on Google and educate yourself.

If you decide to sell retail (which you should), sell the client the proper product, not the one with the highest commission or profit margin. Greedy will get you nowhere FAST. Think about it, would you like to be sold something that isn’t what you need just so the salesman gets a spiff? (Spiffs are when product has a higher commission put on it because the product needs to be sold).

All the manufacturer’s from A-G to Sebastian offer free product knowledge training for all salon employee’s. They offer awesome promo’s for your stylists and your customers. I have had many of the companies give me free product for a gift basket that my shop either puts in a monthly draw or offers as a donation for local charities.

In recent years the shampoos, conditioners and styling products at the drug stores and department stores have increased their prices and quite honestly, when they are not on sale, they are only $1.00 – $3.00 less than professional salon products. I believe our clients and customers deserve to have a good hair day everyday.

What about you?

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

Bringing Joico to the masses

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Joico. A name I am sure you have heard before. If you are a child of the 80’s you definitely know Joico’s product  Ice Mist…the reason for all the mile high bangs in every school year book from ’85 – ’89. Fast forward twenty years and Joico is still going strong and JoiFix Firm (Ice Mist’s new name for the new century) is still holding up hair everywhere.

Joico is an awesome product line, plain and simple. It offers something for everyone and for every hair type. You have thick/coarse hair? Joico Silk Result for thick hair is your answer. Is your hair limp and lifeless? Joico BodyLuxe is your new best friend. Dry/damaged hair? Meet Joico KPAK. You are a vegan and only use vegan products? Joico Structure is right up your alley. Joico color codes their lines so it is easy to find your favorite…great for those who tend to be a tad OCD.

I could go on and on raving about Joico and all it’s products. Instead, I have compiled a list of the Joico favorites that fly off my shelves. I must admit, some of them are my favorites as well. What can I say? I was a child of the 80’s.

Joico JoiWhip mousse – an alcohol free mousse that offers awesome volume and great hold. A little goes a long way. Dispense an amount about the size of a small kitchen egg – seriously that’s all you need…a personal favorite of mine for over twenty years. Yes, I said twenty.

Joico KPAK – the entire KPAK collection is terrific and is formulated to strengthen the weakest of strands. Imagine your hair as a puzzle with pieces missing. The KPAK products are those missing pieces. It actually helps to rebuild your hair…and it smells terrific. (gold bottles)

Joico KPAK Revitaluxe – I cannot stress this enough…MIRACULOUS!!!! The newest addition to the KPAK family. This conditioning treatment restores the hair’s porosity, adds moisture, strengthens in between each use and makes your hair feel like it did in your youth. Every customer/client I have given a sample to comes back to buy it. It is that good.

Joico BodyLuxe – a line for fine hair to add volume. I have had women come back and hug me after buying this shampoo. Enough said. (green bottles)

Joico Moisture Recovery – a line for dry hair and is light enough for fine hair and strong enough for thicker hair. (blue bottles)

Joico Daily Care Treatment Shampoo – this baby helps maintain a healthy scalp. Quite nice if you tend to be oily and some clients have found it helped with dandruff. (grey bottles)

Joico Silk Result Iron Smoother – Joico’s answer to a flat iron spray. Lightweight and not at all sticky. Adds shine and protects your hair from the heat of the flat iron. (copper bottles)

Joico Joimist Medium Hairspray – a workable hairspray that doesn’t get sticky and won’t weigh down your hair and is Humidity Resistant!

Joico ICE Spiker – a styling glue – awesome for faux hawks and mohawks. Pair this with JoiFix Firm and your hair will withstand a hurricane.

I could go on and on, however I am a mother and a wife and Glee starts tonight. One more thing I will add is this little known fact about Joico…Joico is committed to the environment. Check out their website Joico.com and you will see the Wind Project, the Carbon Offset Program and their Eco Packaging Plan. An awesome company with awesome products, plain and simple.

 

 

 

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

Forgive me Gloria…

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To be clear, I am all for “girl power” and am a firm believer in equality. I am grateful to all the women who burned their bras and for their swollen feet and blisters for the marches they marched in so I can vote and have a library card without my daddy’s signature on it. (yes, up until the 1950’s in Canada a woman could not have a library card unless it had a man’s signature on it…my mother remembers my great grandmother taking her to the library the day women were allowed to have their own library card).This being said, as of late I am not seeing much equality out there. The lack of equality is not for the ladies…but for the gents. That’s right. I said it, for the gents.

Every time, I mean every time a gent comes in for product, the second he leaves some woman makes a snide remark, or pokes fun at him. “Isn’t that cute? He wants to do his hair.”. “Hmmppt…who is he trying to impress?”. “He must be gay.”. Yes, although it is 2012, people still have their head so far up their ass they cannot see daylight.

At least a couple of times a week gentlemen come into the shop for hair product. Sometimes they know exactly what they want…so many gents out there love KMS HairPlay Molding Paste and American Crew Fibre. Sometimes they come in looking for advice. Yes ladies, believe it or not, the gents like to look good too…and not just for us ladies…for themselves as well. Sometimes my male clients are feeling a little insecure because they are going through a divorce and haven’t changed their style in 10 years and just don’t know what to do. Some men come in because some jerk at the office made fun of their gray hair and now they think they have to dye it. On one occasion, a young man had just come out of closet and was celebrating his new cut and wanted the right product for his new style.

As women, we want equality. We want to be treated the same as men. So, if this is the case why is it that we as women can have anxiety but men cannot? Why is it that we as women can show fear but men cannot? Why is it as women we can take time and effort in our appearance for our own pleasure but when a man brushes his hair and teeth it is assumed he is “after something?”.

What astonishes me about this back woods mentality is this…if a man said a woman must be a slut if she does her hair and makeup…well, no one would stand for that. So why is it acceptable for a woman to call a man “vain and a womanizer” because he likes his hair to look good? Equality goes both ways ladies.

Want to be seen as an equal? Treat people as you want to be treated. You want respect? You gotta give it.

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

If you don’t wanna play…get off the field

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Today’s tale is for our beloved clients/customers. Most clients/customers are too afraid to speak up because, well, the stylist is holding the scissors. So, I will speak for them. This tale is also being told in hopes that stylists and salon owners everywhere may learn something. Don’t make me get Tabatha after you.

It happened again. I know, how many times am I going to begin my tale with those words? A question that haunts me daily. Another ghostly mental question I pose to myself daily is this “why do stylists do that to their clients?”. Everyday, I mean EVERYDAY, I have a customer wander into the shop either scowling, pouting, weeping or staring at the ground refusing to make eye contact. What is the reason for these emotions and actions you ask? Poor client consultations and poor client/customer service. Plain and simple. These ladies and gents (yes…you pout too…the jig is up boys) have just left their Salon of choice without any explanation of what was just done to their hair and no idea of how to keep the new look or any information about which products will help them keeping their new do looking as it does at that moment.

Stylists! Your client is paying for a service. They are also your advertising. Guess what? If you don’t help them by giving them the proper products and teach them how to style their hair at home, they will go home and end up hating their hair and will blame you. Yes, you. They may return to you someday, but believe you me, they will have told everyone from the bank teller to the bag boy at the grocery store about how much they hate their hair and how it was your fault because of the cut/color you gave them. Trust me, I know of what I speak…I hear it from them everyday. When you buy a new cell phone, you expect the sales person to teach you all you need to know about that phone because you are paying for a product and a service. I think your clients deserve the same courtesy you expect, don’t you?

It is time to stop being lazy. Yeah, I said it, LAZY. Seriously, that is the reason why your clients are coming to my shop for hair advice.(well, and that I am pretty awesome if I do say so myself). If it takes 2 minutes or 20, I will take the time to listen and answer their questions. Sometimes they leave without a purchase, but they leave informed and feel like someone out there cares about them and how they look. Every stylist out there knows the right thing to do. They know they should have a consultation before each service, even if it is a client that they have had for 10 years. They know they should explain what products they are using and why and explain why professional salon products are better for their clients hair. It isn’t being done, I guess it is too much work…for them. These are usually the same stylists that complain they are having no shows and an empty chair.

We all want to be treated with courtesy and respect. We all want to look our best. None of us want to be left alone feeling stupid. None of us want to hate our hair. Stylists and Salon owners alike, take the extra few minutes and listen to your clients, take the extra few minutes and ask them if they need helpful hints on how to do their hair at home. Take a few minutes and ask them what products they have at home and if they don’t have the right products, show them which products are best and explain how to use them.

You never know, that client that you just rushed out the door with the new pixie cut and no product may be on the other side of the cell phone counter.

 

 

 

Beauty, Business, communication, entertainment, Hair Care, Uncategorized

Out of the mouths of….babes?!

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Yes, I am forty years old and yes, I am working all weekend. My PTG (part time girl) is going away for a weekend of fun before school begins so here  I am. In honour of my weekend of retail bliss and salon escapades I thought I would share some of the life changing comments I receive on a daily basis and the questions I never tire of answering. Seriously, I wish I was making this stuff up.

– “If I use a Nail Strengthener, how strong will my nails get? Like could I use them to nail a picture on the wall?”

– “Why does the OPI Shatter nail Polish make your polish look like it is shattered?”

– “Do you work here?” (I am standing behind the counter ringing through a sale on the computer)

– “Are you wheelchair accessible? Your sign says Walk In’s welcome.” (give it a minute….we have a Salon….there you go).

– “I thought for sure the hair color would stop my regrowth coming in gray” ( Yep – grown women actually think that hair color seeps into the scalp so when their hair grows the new hair grows out the color the had applied…sigh…)

– “I have errands to run, will the hairspray can blow up in my trunk?”

– “I want more volume in my hair but I don’t like using products or a blow dryer.”

– “I only use vegan and environmentally friendly products, I care for our children’s future” – then gets into her Hummer wearing leather boots and a fur coat.

“Why can’t I return this shampoo? It was crap!” – the bottle is a 1/4 full. I guess it took weeks worth of use to realize this.

– the door chimes and before I can say hello the purse clunks down on the counter and the demand of “get me 1 Sebastian Shaper Plus and a KMS Molding Paste.” – hmmmm….I don’t see the golden arches and you are not in a car and I am not at a window, so guess what….

– “Can you watch him while I look around?” – child covered in snot and what I can only hope is chocolate ice cream.

– “Well….like …don’t you like know everything?” – after asking me the difference between mousse and root lift.

– “Oh…my…gawd! Like…can you like ….geet like ova youself? Like ….I seriously doubt…for sure …that I could actuaaallly go blonde!” – a conversation I hear between two girls at least once a week.

– “Are you open?!?!” The door is locked, the lights are off, the “open” sign is off…a woman is pulling on the door and banging on the window.

Enjoy your weekend everyone, I am damn sure I will have some doozies for you on Monday.

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

The Emily Post of retail.

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Call me old fashioned, but I still believe in manners. Don’t get me wrong, I love a rude limerick and have been known to curse like a drunken sailor (when I am stone cold sober). I am talking about good ol’ please and thank you, keeping your composure in public – not throwing a temper tantrum because the store is out of strawberry flavoured lipgloss, your favorite hairspray has been discontinued or the debit machine is down and GASP.. you have to use… cash. I have compiled a little list of what not to do in public. If you do any of the following in public, you will look like an ass, plain and simple. Feel free to share with your friends and co workers, I don’t mind. In fact, I urge you to share. Please and Thank you.

– when you enter a store and the sales person  says “Hello”, say “Hello” back. Do not respond with “just looking”…how would you like it if when you said “Hello” we responded with “why are you talking to me?”.

– when the debit machine is down, please do not yell at the sales person or swear at us. We did not see you coming and made a call to our carrier and demanded they cut our service just so you can’t purchase the nail file you are in so desperate need of.

– when you ask a salesperson a question, please let us answer you. Please do not speak over us. We cannot help you if you do not listen. Remember in kindergarten…you listen…I listen…we take turns talking.

– when we ask if you need help, please respond with words…not with the wave of your hands like we are a fly trying to land on your lunch. In my industry, many products revamp their lines every year or so and change the packaging. So when I ask if you need help after you have wandered aimlessly for 10 minutes after waving your hand at me, 9 out of 10 times you need my help.

– not all salespeople are on commission. You can get back up now – a shocker, I know. Yes, there are actually salespeople that are willing to help you, no strings attached.

– unless there is a major emergency, stay off your phone. Also, when I am answering your questions, please don’t start texting your friend about the hot guy that just walked by. Yes, he was hot, but I am the one helping you have great hair so you can actually catch his attention.

– my shop along with many others do not have a playland. We are not paid to be the babysitter/nanny/ au pere, take your pick. Please watch your children. Thinking it’s cute that they open all the nail polishes and try the colors on their toes is about as cute as bringing a muddy puppy over to someone’s house to see their new white carpet.

– never, ever throw a flat iron. I know it’s upsetting that it wasn’t comfortable to hold or that you are frustrated that the manufacturer changed their return policy or that it doesn’t match your new bathroom decor…still no reason to throw an appliance at someone. Ever.

– yelling in public is a no no. Don’t do it. I mean honestly, think about what you look like when you are yelling over a can of hairspray. Yelling over injustice and over human trafficking = good. Yelling over hairspray and the funny smell it has = bad.

– when you are late for an appointment, do not yell at the stylist that now you are running late and the appointment is taking too long. Remember – you were the one who was late.

– if you don’t feel like talking, just pleasantly return our greeting and try saying “I am just going to look around, if I need you can I get you?”. See…how lovely is that, you get what you want and not a rude word was uttered.

Really, it is so simple. Smile when someone smiles at you, say “hello” when someone says “hello”, say please and thank you, say “you’re welcome” when someone offers you a “thank you”. Do not yell in public. Unless you are under the age of 5, do not throw a temper tantrum. Do not throw the flat iron.

biz card pic

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

AG…it’s Canadian eh?

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Looking for professional hair products? Looking for hair care products that contain no salt, no parabens, no paba, no gluten, and are cruelty free? Look no further – AG Hair is your answer. That’s right, their products are free of all salt, parabens, paba, gluten and they love bunnies. They also love empowering women – AG’s Women Leading Change Foundation – builds schools in Africa so women and girls can get an education. AG Hair is a Canadian company and they have been making all their products themselves in Vancouver, Canada since 1989. Many of their products are alcohol free, humidity resistant and offer thermal protection.

Here is a list of the AG products that are well loved in my shop and are in high demand…

fast food – A cream based leave on conditioner. Heavy duty yet light enough for the finest of hair. Smells SOOOOO good.

spray varnish – A shine spray that is oil & alcohol free (seriously…it is). Adds glorious shine without weighing down your style.

foam – A foam to liquid mousse that is terrific for the finest of hair to medium textured hair. Gives maximum volume with minimum weight, increase shine, fights frizz and adds thermal protection.

bigwigg – A root boost. Alcohol free and no flaking.

recoil – One of my fav’s…I know you have read about it before…A lovely curl activating cream that is crunch free and humidity resistant. It smells like the beach.

details – A defining cream that helps get your curls under control. Alcohol free and moisturizing plus adds shine.

spray gel – AG’s answer to  a thermal setting spray. Doesn’t flake and doesn’t leave a sticky residue on your curling iron.

styling jel – This baby can do anything with your hair – slick it back,blow it out, set or sculpt it. Alcohol free, adds shine and doesn’t flake.

hard jel –  An extra firm hold gel. Awesome gel for slicked back looks. Humidity resistant, alcohol free and doesn’t flake.

ultradynamics – An extra-firm hold hairspray. Fast drying, flake free and humidity resistant…headin’ to New Orleans? This baby is your new best friend.

AG offers an awesome array of shampoo’s and conditioner’s for all hair types. All your bases are covered – from volume to moisture to smooth, AG has got you covered. Your hair will look great, feel wonderful and smell awesome. You will be saving bunnies and empowering women…what’s not to love?

 

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

Proceed with caution…

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It was a quiet morning in the shop. The sun was shining, you could hear the hum of the hair dryers in the Salon and the lively chit chat of our stylist and her client, the air conditioning was keeping me cool and I was catching up on the payroll and inventory. I hear the familiar chirp of the Salon door and before I have a chance to stand up and say hello, the customer is at the front desk “I need you to get me color, toner and the applicator.”. (here we go…). Before I venture further into this tale, let me explain something for those who have not been in my shop. We do sell color. Wella ColorCharm. It is the only professional color line that is allowed to be retailed to the public. We carry it because our competitor’s carry it, and also in case stylist’s need color and either the wholesaler is closed or their license has expired and still do hair from home. In my shop we do not teach people how to do their own color, we do not even advise how to begin. Now, back to today’s tale.

I stand up from the desk and ask her exactly what does she mean and proceed to tell her that toner isn’t just one bottle and I also let her know that the applicator depends on if she wants to use cream or liquid. You see ladies and gents, by asking a few questions, I can tell if she knows what she is doing and if I need to proceed with caution. Guess what? HUGE yellow light. From the look on her face I know 1- she doesn’t understand what I am talking about and 2 – she is getting mad. “My friend said you would tell me what to do and give me what I need!”. (for a minute it felt like I was in a bad after school special). I explained that in the past the previous owner and employees may have given the how to’s for coloring at home, but we do not. I showed her the color swatch book, showed her where the product was and explained “We cannot guarantee the results because we are not applying the color, there are many factors that have to be taken into account when coloring hair, like the hair’s porosity, if you are on any medication it will affect your hair, how resistant is your gray, have you used box dye from the department store in the last year, and many other factors.”. I even offered to introduce her to one of our stylists to make an appointment. (which in turn made her more upset because the next available appointment was for the next week). As I was explaining that I didn’t want something to go wrong with her color and then she would be facing the cost of a color correction, she turned on her heel and stormed out. I understood her frustration.

Later that afternoon the telephone rings. I answer with my usual friendly afternoon greeting to which I hear “Is this the Salon in the Tim Horton’s plaza?!?!”. “Yes it is, how can I help you?”. “Is there a manager around there?!?”. “Yes! That’s me, how can I help you?”. “HHMMPT…were you working this morning?!?!”. “Yes, I was. I was the only one in the store. What can I do for you?”(smiling all the while…*a tip…always smile when you are on the phone…less chance of sounding rude). “…oh…you’re the…man…never mind.”. Before she could hang up, “Are you calling because your friend came in for color this morning?” I ask. “uh, yes, I am.”. So I thanked her for calling and apologized if I had offended her friend in anyway for that was not my intention. I explained the new ownership and the new rules. I explained that these are chemicals and yes, sometimes things go well but there is the chance it will not and I didn’t want her friend’s hair to turn into a nightmare for her. I told her I knew that our competition was giving the how to’s for at home color and I also told her how my stylist now has 10 new color clients because she had to correct their how to’s. By the end of the call, it seemed all was smoothed over. I am hoping so.

The reason for today’s tale is to let you know that there are salespeople who care about the customer, not just the sale. I would rather have a customer leave without a purchase and be informed than buy a product that is not meant for what they want and have their hair look horrible – and not for why you think. Yes, I care what people think and say about our store, anyone in retail does. I don’t want their hair to look horrible because I know what it feels like to be given the wrong information about your hair and then being afraid the mirror will crack every time you look into it, and I do not want to be the reason for that misery. I am sure when the customer stormed out that day she was putting a hex on me, and that’s okay. I would rather her be mad at me for a few minutes(or hours/days…take your pick), then to go home and have her hair turn green or orange. I know neons are in right now, but come on.

Stylists spend 18 months on color theory. Depending on what color you are trying to achieve it can be a delicate process. Remember, no matter how you slice it or glam it up with a hot new name, color is a chemical and when using chemicals you must know what you are doing. If you want to attempt your own color, the only advice I can give you is to proceed with caution.