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

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, communication, Hair Care, health and wellness, Uncategorized

Forget me not

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I hear the familiar chirp of the shop’s door chime and before I can greet my customer all I hear is “I need shampoo for gray hair and Vitae Hairspray.”. So, I take a breath and ask if there is a particular purple shampoo she prefers to which she snaps “I need a shampoo for gray hair! Didn’t you hear me?”. So I apologize and explain that purple shampoo is for gray hair to eliminate the brassy build up. That is when her lip started to quiver. I asked her if she was alright and if I could get her something to which she responded “I am sorry for snapping. I just put my mom in a rest home. She has Alzheimer’s.”. Before I knew it I was holding her hand. You see, I have personal experience with this horrible diagnosis. I have lost two grandfathers to this ailment and it is heartbreaking to watch. Heartbreaking.

She explained to me that she wanted the products her mom liked because her mom always liked having her hair just so and her makeup done everyday.  Her mother thought she was her hairdresser, she forgets she is her daughter. (this is how I know there is a higher power because I didn’t break down, I was able to keep it together for this woman.). You see, when one suffers from Alzheimer’s they regress to their youth, sometimes even a child like state, as it was with my grandfathers. This woman’s mother thought she was in her 20’s and kept wondering why someone put a wig on her.

The reason for today’s blog is this…be kind. Be kind to everyone. We never know what is happening to one another. If I had taken this woman’s attitude personally I never would have heard her story and given her a hand to hold. We never know when we may be able to offer someone comfort and shelter from what is waiting for them in their daily life.

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, Hair Care, Uncategorized

Don’t know what you got until it’s gone

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Today’s tale is about customer service. Probably not the customer service you are thinking of. We tend to forget that the shop owner, stylist and the manager are a customer as well. You see, as a manager of a retail shop/salon, I deal with about 10 different reps. “Rep” is short for sales representative, although as of late many are not representing themselves or their company and the products they sell very well.

I understand all too well the stresses of being a rep. I was one in the past. I understand the frustration of  small orders, of going to a Salon time after time with no order from them. I understand the boredom of the drive, the frustration of the commute and rush hour traffic. You know what? I still made and kept appointments. I still showed up. I am the first to admit my time is precious. So is everyone else’s. I am blessed to have a few awesome reps – they make an appointment with me and keep it. If they need to change their regular time I am given ample notice and they work around my schedule. They give us free samples to use in the Salon or to give to our customers. They give us complimentary retail bags for the product we sell – the customer’s love them because they are funky and fun and it helps the reps because their product lines are advertised all over the bags – give me bags = more products ordered. They are helpful and professional and have become someone I would take out to dinner or invite into my home.

Then there are the “others”. They make an appointment and don’t show up. Days pass…no call, no email…I am left feeling like a girl waiting for a boy to call. Didn’t like it when I was 16, sure as hell don’t like it now. I have an order waiting, many times a special order I am placing for a customer and because of their no show, the customer now has to wait even longer for their product and believe me when I tell you…that isn’t always the best of experiences. In the age of email, text, Facebook and Twitter there is no excuse for a no show. Unless you are pinned under a transport truck or having a family emergency there is no reason why a rep cannot call their customer or find someway of getting in touch with them.

I had a great rep that has now moved on to other things. I will not name him but he knows who he is. He would come by every week on a Tuesday at the same time. He would email me about upcoming promo’s. If he knew a promo was almost out of stock he would call me directly to let me know and see if I needed any. He would bring samples for our customers. He would make sure that complimentary retail bags were shipped with each order. He was not only my sales rep, he is my friend. I met his replacement last week. After I introduced myself as the manager, or “just the manager” as she so eloquently put it, I told her that she would always be dealing with me and that I always have an order waiting (typed out and ready to go), I was told that Tuesday’s weren’t good for her and that weekly visits weren’t good either. I also didn’t get any retail bags. It’s a good thing I had looked over the sales flyers while I was preparing my order because I wasn’t told about one single promo. I miss my friend.

What I am getting at is this. Everyone wants good customer service. If we are a shop owner, a new mom in need of a stroller, a single dad having to buy his daughter her first bra, whomever, we all want some courtesy and kindness. We all want to feel like we are worth the time and effort and that we are being heard. It’s really that simple. Everyone’s time is as equally important as everyone else’s. For all you “others” out there, be professional. Show up. If you can’t show up – let us know and reschedule. Don’t want to come by? Then man up and ask for orders to be emailed – be sure that your office knows to mail out the bi-monthly sales flyer. Come to think of it, maybe it’s time for a career change.

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

It’s not my opinion…it’s a fact.

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I am very fortunate. I love my job. I love the beauty biz and I love to learn. That is the great thing about my beloved industry – it is always evolving and there is always a new product or a new technique or an improved technology to learn about and embrace. I deal with over 10 reps from various distributors and am given all the FREE information and FREE product knowledge education a girl could ask for. What I find surprising is this – every stylist and Salon owner has all this free education and product knowledge at their fingertips and they aren’t taking advantage of it. Forget about increasing your salon sales which is a major perk, what I can’t understand is why they wouldn’t want to be able to serve the clientele/customer base more efficiently – give the client the product they need, show them how to use it, tell them why it is better than what they have at home, tell them what makes it stand out above the rest. I have to remind myself on a daily basis that, like my father has always told me, I am not like everyone else. I have to remind myself not to be offended when my customer’s repeatedly ask me “Are you sure you know what you are talking about?”. To be clear…when it comes to professional hair care products, I do know what I am talking about, it is not my opinion, it’s a fact. (Physics…still workin’ on that).

So, I have decided to take it upon myself to enlighten you all a tad. Every now and then I am going to give you the low down on certain products and why they are different (not better) than their competitors. Here is a little list of some of the newest additions that are flying off the shelves (well…at least at my shop);

JOICO KPak Revitaluxe – A weekly treatment that instantly corrects years of damage and protects the hair against further damage. With each use your hair feels softer, gets stronger and is more moisturized. Want your hair to feel like a 5 year old’s? Use this.

Schwarzkopf OSIS Dust It powder – A powder that you sprinkle at the roots of dry hair, rub it in and VOILA! Height and volume that will hold all day and well into night, because it is a powder it is great for all hair types and won’t look greasy or shiny.

QUANTUM Refresher – a dry shampoo. What makes this stand out over all other dry shampoo’s is it does not leave a powdery residue. Awesome for brunette’s or darker shades.

SOMA Solace – a cuticle sealer. Wonderful for all hair types. No hold factor – just seals that cuticle so no more frizz. In a word…Miraculous.

NIOXIN Diamax – you want volume and dimension? This is your new best friend. This little gem increases the diameter of each existing hair strand and makes it look fuller and makes the hair more manageable and protects against breakage.

Keep checkin’ back for more information, tidbits and tips my lovelies. You won’t be disappointed and you may even begin to like your hair.

 

 

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

The jig is up

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I’m going to let you in on a little secret and I hope I am forgiven. Men have hair issues too. I’m not talking about back hair or south of the border over growth – that is another tale for another day. I am talking about their lovely locks or lack there of on top of their heads.

I have found there are two types of men looking for hair products or answers to their personal hair dilemma. Type 1 – struts into the store, sunglasses on, shirt open, always using the same opening line “Got anything to make me more beautiful?” as they rub some part of their body. (do they get a handbook in the high school locker room?). Type 2 – won’t make eye contact, doesn’t want help, wanders around the store until he wanders up to the counter, leans on his elbow and asks out of the corner of his mouth “what do you have for men in here?” (like we are in a high tense spy movie and he’s about to drop the secret briefcase).

Now, something to remember, men are as sensitive if not more than women when it comes to their hair – only one other asset has greater importance. Yeah, I said it. An unfortunate fact is most men will suffer from hair loss or a receding hair line. Think about it for a minute – when women are little girls – they look at their mother and get to see the killer heels they will one day wear and the great accessories and they will get to have great hair and highlites. When men are little boys – they look at their father and get to see a receding hair line or Mr. Clean. Sure they also see the strength and the great car their Dad drives – but the hair loss is always in the picture and always in the back of their minds. It is a genuine fear for most men that they will lose their hair, and rightfully so – come on ladies – you know you freak out if you see more than one strand of hair in your brush.

Another tidbit of info. – ladies – you know when we look at magazines or actresses up on the silver screen and judge our figures accordingly? Guess what – when men are looking at magazines or the actor up on the silver screen – they do it too – they just don’t show it. We as women are fortunate as we are allowed to voice these fears and insecurities – men are not – at least not in public.

A little list of professional hair care lines for our gents –

MITCH – Paul Mitchell – a little line – Shampoo, Conditioner, body wash, pomades and gels – the newest addition to the Paul Mitchell family

American Crew – Shampoo’s & Conditioners for all hair types – thick, grey, dry, oily. An array of styling products and a beautiful Shave line and Classic fragrance. – the smell makes a woman think of Brad Pitt, Bruce Willis, take your pick.

Quantum – The Fix Gel in this line is awesome.

FixMen – another little line that is not well known but terrific. Has an array of styling products with a matte finish (* most guys don’t want the shine).

Be kind – as I have stated in blogs before – do not make fun of a man’s hair – EVER. It is cruel – plain and simple. Try to remember that the men in our lives are not just men, they are human beings with fears and insecurities. Treat them as you want to be treated. ( oh – another little secret….if they bring home a gold bikini and brown bun hair pieces for you – don’t be afraid, don’t question it…it’s a guy/star wars/ princess Leia thing).

Hair Care, health and wellness

For the boys…

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Today I bring you a tale of a delicate nature. Today’s tale is about hair loss. I know I usually come at these tales from a woman’s perspective, not today. Today I represent the men. Ladies – it is time to be kinder to our men, to remember that they like to look good  for themselves too. We always talk about how women hate their hair or hate the way they look…guess what? Men feel the same way too. I have heard too often a woman teasing her boyfriend/husband about his receding hair line or beer gut. That is not nice, plain and simple. Think about it – what would happen if he teased you about your roots or your muffin top? He’d be pushin’ up daisies and you know it.

Men feel they have no where to go or no one to talk to about their hair or lack there of. Well, here I am and I am going to shed some light for y’all. I have one word for you – NIOXIN.

Nioxin is a professional hair care line created to stop hair loss in it’s tracks and in some cases help the hair grow back. (*If there has been no hair growth in a spot for over 6 years – unfortunately no hair will ever grow in that spot again.). Nioxin is a 3 step program – The Cleanser(Shampoo), Scalp Therapy(Conditioner), and the Scalp Treatment(a leave on foam treatment). The key to this system is you have to use all 3 products. The Scalp Treatment is the kicker – it cleanses the hair follicle and rids the scalp of debris such as dead skin, product build up and DHT (Dihydrotestosterone). Big word – I know – look below…

*Testosterone converts into the toxin DHT which resides in the hair follicle

* Stress can cause over production of testosterone – so chill.

There are other regimes to help with hair loss on the market. I speak of Nioxin because I have seen first hand many success stories, both for women and men. It has won awards 10 years running. Redken has a line out for hair loss – IntraForce. It has been on the market for over 1 year now. I have had some clients try it and have yet to see major results, not like what I have seen with Nioxin. Nioxin has formulations for those who don’t chemically treat their hair – #1 for early stages of thinning, #2 for noticeably thinning. For those that do chemically treat their hair – #3 for early stages of thinning, #4 for noticeably thinning. Nioxin offers an array of styling products from pomades to gels to hairspray.

There are many factors that cause hair loss. Stress, diet, genetics, illness, medications, your teenager learning to drive. Next time you see your man frowning in the mirror or refusing to leave the house without a hat – show them my blog, forward it to their phone or their email. Let them know they are not alone and there is an answer. Remember ladies – you teach people how to treat you – so if you are constantly nagging and teasing what do you think you will get in return?

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.