Let’s give them something to talk about…
In today’s competitive world in the beauty industry, getting a new client is a gift. You have to really understand what our business is all about first, and that it is about servicing PEOPLE.
When you put people first and take a genuine interest in who they are as a human spirit, you open up a whole world of endless opportunities to grow your business into a lifestyle of happiness that is so fulfilling and rewarding for BOTH you and your guest.
Customer Care means learning about their needs so that they can feel your compassion, this is what will give them a sense of trust, which leads to long time loyalty.
Here is a list of Guaranteed Ways to “Wow” a New Client and keep them coming back with a smile and returning with a friend!
- Greet your guest by name with a Warm smile and big happy “Welcome”
- Make them comfortable with their new salon surroundings
- Offer a refreshment
- “Win them” during an excellent consultation so they know they are heard
- Make suggestions when they are talking about what they want
- Explain” how to use” the professional hair products you are recommending
- Up-Sell services that would enhance their look or make them feel better
- Pre-book their next service
- Take your time and give them quality work
- Call them the next day to see how they enjoyed their visit
- Thank them for coming with a complementary package with products/ or mini service
- Offer $5.00 off coupon for next visit & invite them to join in on your Reward Program
- Offer a complementary makeup application or hand massage with their new color
- Offer Online/ e-mail booking
- Put a little LOVE in the shampoo experience make it memorable and remarkable
- CARE about your clients, and their needs (Listen)
- Accommodate, Accommodate, Accommodate “Look” for ways to help them
- Specialize in Hair color/ weddings/ make-up etc. let them know you’re the expert in that area!
- Make their experience Positive and FUN with you… Give them something to TALK about!
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Source: Kathy Jager educational solutions
As your days at cosmetology school come to an end, you’ll face a new challenge—finding your first job. Beyond having a great resume, and reputable school with great references from the instructors, chief among the things students need to have ready for their job search is a professional portfolio that will catch the eye of potential employers, setting you apart from all those other graduates looking for the same opportunity.
Your portfolio is your storefront window; it will put your skills, talents and qualifications on display and draw in potential employers and clients, who, if they like what they see, will come on in and “buy”.
Of course, when you’re just starting out, your experience will be limited, but don’t use that as an excuse to delay. Start by including your training and experience gained at cosmetology school; it will give you plenty of material and, if you do it right, it can make up for your lack of experience by showing you have the commitment and professionalism that mark you out as a catch in a crowded labor market.
Remember, you are working in a creative industry, so make sure your portfolio reflects your esthetic flair and sensibilities.
Here is a list of what you should include:
Cover Letter: This is you introducing yourself to a potential employer. Use it to summarize your resume, highlight relevant strengths and explain why you would be a perfect fit for this organization.
Photos: Quality before and after photographs of your work are essential. You don’t need to go to the expense of hiring pro photographer, but clear, sharp and well-lit images that show the transformation you have made as a stylist or esthetician will give an instant demonstration of your creativity.
Resume: Your resume should include details of your background, experience, skills and qualifications in one neat and well laid-out document. Make sure it is free of spelling and grammatical errors.
License: One of the first things employers will want to know is whether or not you are licensed so be sure to include it.
Client testimonials and checklists: As you start to build your business, ask happy clients to write brief testimonials extolling your virtues. Also include completed service checklists to show employers you are serious about giving clients a professional and complete service every time.
Referral/marketing program: Show employers you are the real deal by drawing up a plan for bringing in new business and making sure existing clients wouldn’t dream of going anywhere else.
Business cards: Never be without a business card-it might mean the difference between landing your dream job and missing out on a golden opportunity.
Letter of recommendation: A recommendation from someone in the industry is pure gold. Ask instructors, a stylist or professional you have worked with, and if this is not possible, try to get a letter detailing your outstanding personal qualities from someone who know you well and whose opinion will be respected.
Elevator speech: You know the format, right? A one-minute speech in which you introduce yourself and describe your talents and your career to impress employers and clients. Refine and practice it regularly so you know just what you will say for maximum effect.
Put your materials online: It will impress employers and serve as a great marketing tool. As you start piecing together your portfolio, be consistent with design. You are developing you as a brand, so use the same designs on all printed materials such as letterheads, business cards and your resume.
- Talk Less. Listen a lot more. The ratio should look like this: she talks 80% of the time. You talk 20%.
- Be a Concierge. In fine hotels, the concierge plays a vital role in customer service by answering questions and solving problems. For example, let’s say she’s looking for a nice place for lunch. Suggest your favorite restaurant and make a reservation. Then give her directions before she leaves the salon.
- Be Her Guide. Don’t expect a new client to know where to find the robes or your station. Escort her until she’s familiar with the floor plan.
- Make Notes. Jot down what you did and a few of the things you talked about. The next time she comes in, you can check your notes and you’ll be up to speed.
- That’s Not My Job? Yes it is! If a client is looking confused in the retail area, offer to help her with her purchase. The salon’s clients are your clients, and it takes teamwork to keep it all running smoothly!
- Follow Her Home. By showing her exactly how to recreate the style you did and recommending the products you used to get the look.
- Follow Up. It’s not over when she leaves the salon. Her hair has to continue to work for her in the weeks to come. So give her a call after the service-especially if she’s new-to check in.
- Express Gratitude. “I’m so grateful that you are my client. Thank you.” Ten simple words. Say them often, and say them sincerely.
You can build your salon with the most expensive equipment. Hire the finest interior decorator to finish the salons interior. Employ the best marketing person in town to promote your salon and build the best hair salon staff in the country. All these things are important but this will not guarantee that your customers are happy and that you make them feel important. Many of us loose track on the significance of remembering that customers have feelings, too.
All of us want to feel important on any given day. We remember when someone goes out of his or her way to make us feel special or appreciated. It can be a very small gesture. It really doesn’t have to be a material thing but whatever it is, we do remember, talk about it and share the experience with friends and family. Most of us will go out of our way to be around that person or their place of business. People gravitate to those who make them feel special.
There are many things you and your staff should be trained to do or should I say come naturally when it comes to service and customer appreciation. They are simple to put in place and don’t cost the salon anything to initiate. They must start at your front desk and follow through the entire salon.
Use Your Customer’s Name
The easiest thing to do is to remember and use your customer’s name. Your receptionist knows the customer is coming in at a certain time. The appointment is on her computer or logged in the appointment book. How nice is it when you walk into a place of business and be greeted with good morning Mrs. Customer it’s so nice to see you again and we are looking forward to servicing you today. Wow. Was that hard? No, of course not but that’s the first step. The second step is when the shampoo person greets the same customer they use his or her name and say the same thing. This is a sample of an easy way to make someone feel extremely special. Do you do this in your salon today? You have their name, use it. These simple things are so easy to make your customers feel special.
We all have experienced waiting in line for something. Most of the time we have gone out of our way to be there at a specific time. We have all experienced sitting in a doctor’s office. Has anyone ever said they are sorry for making you wait? Most of the time you go unnoticed and that your time is not valuable. Well your customer’s time is valuable. They have jobs, families, just like you and I’m sure they have gone out of their way to make their appointment with you on time.
By Jeff Grissler | Source: ModernSalon.com
Now that you have passed your cosmetology exam and become a cosmetology professional, do you sometimes feel like a therapist to some of your clients? If you are doing a great job, you probably do. You have become a trusted confidant to your clients.
But this can be a slippery slope if not handled with extreme professionalism and there was little in your cosmetology exam to refer to. Letting your clients talk and express their feelings can be very cathartic for them. They enjoy the experience of getting their hair done or getting a relaxing facial while also unloading emotional baggage on their favorite cosmetology professional.
Here are some tips to handle being your clients’ “Cosmetology Therapist”:
Make sure you do not internalize the emotions they are expressing. This can cause you to become anxious, sad, or tense which might make your next client’s experience less than perfect.
Avoid giving too much or specific advice. You are not a licensed therapist. Mostly, you are there to listen. And above all, you are there to perform the tasks of hair cutting, skin care, or nail care.
Recognize a real problem. Be aware of clients who express deep sadness or warning signs of depressions. These clients should be recommended to a doctor.
Do not pass along gossip. When Client One leaves, her stories do, too. Client Two should never hear about anything do to with Client One and vice versa. Spreading gossip is a real danger to your business and to people’s feelings.
Don’t be afraid to change the subject or steer your client into another conversation if the topic is getting too personal.
Avoid sharing too much personal information about yourself. Again, the focus should be on the client and their experience.
Your client’s experience depends greatly on the way you interact with them. Without a doubt repeat clients are created by positive interactions. Sharing stories and having clients confide in you is a part of your job, just like hair cutting, and often demonstrates your skill and experience as a professional cosmetologist. Just be sure to keep things professional and you will always have success.
Source: Salon Prep Blog