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

Do you want a sale or a customer?

1 Comment

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?

Leave a comment

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, entertainment, Hair Care, health and wellness, Uncategorized

Tales of Truth…Part 6

Leave a comment

Ladies and gents, it’s that time again…tales of truth. To be clear, yes all the following events have happened to me personally, and no I don’t make these things up…sometimes, more than you know, I wish I did. I checked the calender and the full moon will not be upon us until the 29th. this month so I can only imagine what may be in store in the coming weeks. (By the way…most of the following events happened in one day. Yep. One day…yesterday. It was raining all day so if this is what rainy day people are like guess who will never live in Seattle.)

– Arrived at work by 8:45 a.m.. First phone call of the morning – A customer had shopped at the pet store next to our shop on the weekend  and bought a light bulb there. Then she came into our shop  and my ptg (part time girl) offered to put the light bulb in her bag. I guess once she get home the light bulb was missing. She called to ask if we had it. I told her we did not. I checked our lost and found and it was not there. She proceeded to tell me “well, it’s not in my car. It’s not in my bag. It’s not anywhere to be found.”. I told her that I didn’t have it either. She had a hard time accepting this…again with the Dr. Suess rendition of where is my light bulb. To be clear…we offer many services at our shop/salon…holding light bulbs hostage is not one of them.

– I live in Canada and the Ontario government makes me charge HST on products. I had a customer yell at me about the HST. Not about the government making me charge the tax, that I personally charge the tax and that I am not being fair to the consumer. Did I mention that is now only 9:45 a.m.?

– A woman got quite angry with me, her hands were shaking like she had just found her savior, because Goldwell had changed their packaging and reformulated the mousse she liked. It is now 10:15 a.m..

– At my shop, some of my distributor’s are kind enough to offer us a discount, and we like to pass the savings along to our clients/customers, so our prices tend to be about 10 -15 % lower than at other Salons. I had a woman get mad at me because our prices were lower than at her Salon and I couldn’t tell her why they don’t offer a discount. Time – 11:30 a.m..

– A woman wanted a new hairspray and I asked her what kind of hold does she like, to which she responded “What does that have to do with anything? I am looking for hairspray!”. Give it a minute….there you go. (She was thinking I meant another kind of holding I guess…that stuff is sold across the street).

So, to be clear…I will not hold a light bulb hostage, I did not make the decision to charge HST tax, I didn’t tell Goldwell to change their products or packaging, I do not know why other Salons do not help their clients/customers save money and  the only hold I am interested in is the hold of hairspray.

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

Bringing Joico to the masses

4 Comments

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, Business, Hair Care, health and wellness, Uncategorized

Salon Etiquette 101

Leave a comment

As you all know by now, I manage a Salon/retail shop. At least once a day, everyday (yes, I am serious…everyday) I feel like Miss. Beadle from Little House on the Prairie. Not because I am teaching someone something new – because I feel like I am dealing with Willie Oleson’s bad behaviour or Nellie Oleson’s nasty glare. Now, I have come to realize that maybe some of you cannot help your behaviour. No one had ever told you that it is not polite to throw a flat iron or it isn’t the best idea to sit on the floor and try out the nail polish that you haven’t purchased. So, me being me, I have compiled yet another list for you. Consider it a class in Salon Etiquette. Oh…and for the stylists out there, you may want to pay attention, for this list is for you as well. Come on now…you and I both know that not all stylists out there are behaving nicely or showing any professionalism for that matter. Now class, take your seats and pay attention to the lesson.

Salon Clientele –

– When purchasing a hair brush, please do not take each one off the shelf and run it through your hair. You see, now we cannot sell that brush to another client and we also cannot return it to the manufacturer. Would you want to buy a hairbrush that some person just used? Didn’t think so.

– When purchasing nail polish…do not open the bottle and try the polish on your nail. Again, now we cannot sell that polish to another client and we cannot return it to the manufacturer. All polishes come with a color swatch so you can put the nail swatch up  to your hand to see how the color looks. To clarify, although the swatch is shaped like a fingernail – the color looks the same on a toenail. (yep…if you’ve read my blog…you know the story).

– Do not take the lid off every hairspray and spray it to see if it sprays evenly. Yes, I have been privy to many an explanation by grown women try to explain to me the aerodynamics of hairspray and how it “lands” on the hair. (not to be confused with AG aerodynamic Hairspray…a nice light hold).

– When you are in my shop, all my products are professional salon products and name brands. Everything I sell is good. It comes down to what you are looking for and what your hair needs are. Unless your name is Honey BooBoo, please refrain from the old time favorite “Whatcha got here that’s good? I don’t want any crap stuff.”.

– If you wax and are suffering with red bumps or ingrown hairs on your bikini line, you can just tell us. Seriously, we know what red bumps are and what ingrown hairs are…please…I beg you…unless you look like (and others think you look like) Cindy Crawford…we don’t need to see it.

– We have all had bad hair days. We have all been fed up with our products. Take a breath. When we ask you what you want your hair to look like and what products you are currently using, don’t get mad. We are not blaming you for your hair mishap. We are asking so we know where to start from, to see what will work best for you…don’t get angry. Take a breath, have a complimentary chocolate.

– Just because your last stylist or salesperson didn’t know what they were doing doesn’t mean we are all like that. Be nice. Give us a chance.

Now, for the stylists –

– When your client arrives for their appointment and are in your chair, I don’t care if they have been coming to you for 20 years…do a consultation! Ask them if they were happy with their last service, confirm what you are doing that day. Ask if they have had any life changes, illness or new medication – for all of these factors could affect their hair.

– Got a color service booked? Make sure your client hasn’t been using “at home” color. If you need to ask me why…it may be time to rethink your career choice.

– When you are styling your client’s hair, tell them what you are using. Tell them how much to use and how to apply it. Teach them how to do their hair. SELL THEM THE PRODUCTS!!! This way they can be happy with their new cut for longer than a day. (hey…if you won’t sell it to them…I will gladly help them out…oh that’s right…I already do.).

– When your client is mistaken about a product, don’t pull a Nellie Oleson and laugh at her misconception. Be polite…how about trying “you know, a lot of people think that, but actually” and fill in the blanks. You want your clients to be nice to you? Be nice to them. Respect =respect.

– When the appointment is over, clarify if they need any of the products you used. RE-BOOK them! Women are busy, between work and kids and liquor store runs, they will forget about their hair until that moment they catch their roots in the rear view mirror. They will call for an appointment and won’t be able to get in…and guess what…it is your fault (that is what they are thinking at that moment). Re book them and this isn’t an issue and when they come for their appointment they will feel like you care about them…and we all want to feel that.

So there you have it, Salon Etiquette 101. Hopefully you all have learned something and I won’t be forced to put you in the corner beside Willie.

 

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

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

1 Comment

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?!

Leave a comment

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

There she is!

2 Comments

So here it is, the eve of the day before my 40th. birthday. In recent days every time I turn on the radio I hear an 80’s classic, I turn on the television and an 80’s movie is playing and I am constantly catapulted back in time with memories of ozone burning hairspray clouds in the girl’s bathroom, acid wash everything, loving a girls hair just to have her turn around and realize she is a he and then instantly asking “who did your perm?!?!”. I am also reminded of the person I really am. The fearless “Don’t like it? Don’t look” girl I was in my youth is coming back, and I am so happy to see her again. I lost her along the way, as we all have. I listened to the wrong people, believed the wrong hype. Today’s tale is more of a personal one.

The year was 1995. I was happily married (yes, I married at 22 and am still married to the same person and yes I still love him…I even like him, and I thank my lucky stars every day for him because he has always been there to kick my butt and give me a soft place to fall.). My mother had received a complimentary Mary Kay makeover and invited me along. It was terrific. The Mary Kay rep. wasn’t pushy, had lots of helpful hints and made my mother feel special. We laughed so much our mascara ran. It was a great afternoon. A few days later my phone rang and it was the Mary Kay rep.. She was calling because she said she loved my personality and thought I had such flare and a grasp of the products that she wanted to take me to a sales meeting and bring me on board. It was at this moment that I choked. I literally choked and couldn’t speak. It took me what felt like an eternity to compose myself and decline her offer. As I hung up the phone, I sank to the kitchen floor and sobbed. It was at this moment I was made to face the fact that I thought I wasn’t pretty enough to sell makeup, that I was too ugly and would be laughed at. Then I got angry. Angry at myself for letting the world get at me, for believing that a girl/woman had a certain role to fill, that having an opinion meant I was difficult, that my self confidence meant I had “too much pride” and was “too tough”.

At some point in the life of every woman, she feels inadequate, or stupid or even ugly. I am here to tell you what I tell my 15 year old daughter. We cannot stop what others may do or say to us, we can stop what we do or say to ourselves. I used to look back on myself with judgement and ridicule. Now I look back at that time and am grateful. It made me take a hard look at my life. It made me take a long hard look at who I had allowed into my head, rent free.

Long story short, I am proud to say that I have many an opinion and will share it whenever I choose, I am self confident and am over flowing with pride and I am tough. I am also kind and honest and truly believe that dreams can come true. A few little one’s  did…I am a Manager at a Salon/Retail shop, I met Tabatha Coffey, I am writing a blog about beauty and feeling pretty with every letter I type.

 

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

Behave yourself.

Leave a comment

Over the past few days I have encountered some of the most negative people and heard some of the most ignorant remarks made to customers when they were out and about. So today I am taking it upon myself to clear the air about what is inappropriate to say to customers, competitors and to people in general.

In business, when discussing your competitor’s, don’t go around stating “I’m gonna put them out of business!”. First of all, you look and sound like an ass. Second, what goes around comes around…you will only end up hurting yourself and your business.

As a stylist, when your client comes in after trying to do an “at home” Ombre…don’t laugh. Don’t say “What the hell did you do?”. Don’t make it worse for them than it already is. Tell them you can fix it and move on.

If you have done an “at home” color and now your hair is orange, do not yell at the stylist because she has to take you back to brown hair and your dreams of being blonde are shattered. It is not her fault that you ruined your hair. She is trying to help you keep the hair you have. Want to be blonde…go to the Salon.

Never, I mean never tell a customer “You are wrong. You don’t know what you are talking about.” * Remember this – the customer is always right…in their own mind. So if you tell them they are wrong…you have crossed the line. Instead of telling them they are wrong, educate and enlighten. Try saying “A lot of people have been told that, I was able to find out…and fill in the blanks. No one likes to feel stupid or made to feel like an idiot. No one.

Don’t take it personally. Unless someone comes right out and calls me a name, I don’t take their attitude personally. Most of the time they are mad at their husband or they chipped a nail or have a run in their pantyhose and need someone other than themselves to blame for their misery.

When a customer or client doesn’t seem to believe what you are telling them about a product, don’t take it personally. Everyday I meet women and men that have been given the wrong information about hair products. We have all been there…someone has led us down the garden path too. Be patient, be kind, don’t take it personally.

Call to cancel your appointment – no shows are rude and they take away a stylist’s income. You might as well go into their wallet and take their money.

Be honest. Lies are meant for children under the age of five who are in need of a cookie and will say anything to get one.

Listen to your customer. We have all been there, listening to someone we think is rambling on and on. Maybe they are, or maybe they have just buried a loved one or are heading to the hospice to see their mother and need an escape from what they have to face in their daily life.

When you see someone with a stroller or a wheelchair…get the door for them.

Be kind to the elderly, mind your manners.

Be kind to children. Acknowledge them. I have always found when I speak to the child that comes into the shop they behave better and are usually quite pleased that someone has noticed them and made them feel important. Remember, not everyone has a happy childhood, and maybe, just maybe smiling at that child that day will give them hope.

Make eye contact. It is rude if you don’t, plain and simple.

Do not treat stylists and salespeople as your slave or personal servant. We are human beings that like to be treated with respect just as you do. A nice “Hello” will do. Don’t walk into a shop like you own it…this isn’t New York City and you are not Donald Trump. (no disrespect intended Mr. Trump).

Do not raise your voice at your stylist. Do not raise your voice at your salesperson. Do not raise your voice at the manager. When all is said and done, when you yell in public, you look like a fool. A full grown adult having a temper tantrum is not a pretty sight, don’t do it.

Remember that most return policies are not the policy of the store. We are following the guidelines of our distributor’s return policy. If they won’t take the product back from the store, the store cannot take it back for you. Every product has a 1 800 number for customer service – call them. If more consumers called the companies and were more involved with their purchases, maybe these policies would begin to favor the consumer.

When someone asks your child what their name is, do not speak for your child and say “her name is brat.”. Again, you sound like an ass and if you call your child a brat that is exactly what you are going to have, a child acting like a brat.

Go out today and be kind. Remember, we all have the same amount of time in a day and it is just as important as everyone else’s. Oh yes, and don’t throw the flat iron.

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

Proceed with caution…

2 Comments

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.