How To Add Value To Your Services & Why!

In a world where it seems like EVERYONE is a stylist it can be hard to set yourself apart! It can be hard to make it in the hair industry.  One way to set yourself apart is to add value to your services! Adding value to your services really is a must today! Let’s get to some ideas!

One great idea is to add a scalp massage to your shampoo, cuts, & styles! It is very relaxing & calming for clients & it doesn’t cost you any money! Just a couple of minutes at the shampoo bowl!

Another amazing way to add value at the shampoo bowl is an arm massage.  At the spa & salon I currently work at we have a nut free oil ( never know who has an allergy!) that we add doTerra oils to and perform a mini arm massage while the shampoo, conditioner, or mask is working it’s magic! You do not have to add any essential oils to your nut free oil, it’s just a suggestion! Also, make sure you inform and ask your client about the massage. With new clients I like to say “We always do a little arm massage when you are here at the shampoo bowl, would you like to partake?” Some clients do not like the arm massage. I always ask my regular clients if they want their arm massage. Some clients like to partake every other time, depending on if they are wearing long sleeves, had a surgery that does not allow them to sit back for a long period, or whatever the reason, some people just don’t want it every time.  This is an inexpensive way to add value to your services!

One of my favorite ways to add value is a hot towel! You can invest in a towel caddy, but if you are a little strapped for cash you can run a towel under hot water or put it in the microwave for about 1 minute! Add an arm massage while the hot towel does it’s magic and you have created a shampoo bowl heaven!

Another way to add value is to offer a free brow or lip wax when a client spends a certain amount of money. For me, if a client spends $200 or more just on services I offer a free brow or lip wax. If they don’t take it, they don’t get the cost of the brow or lip wax off their bill. It’s a complimentary service.  Depending on your prices, you may need to up or down the price.

I also will add in a complimentary travel size of a product or some extra samples if I do not have any travel sizes when a client spends $200 in services or buys 2 or more products.  This is something I do more so with new clients or regular clients who do not use the products I retail. It’s a great way to introduce them to a line.  Now with a regular client who isn’t buying what I am retailing I will give them samples of what I recommend for them to use at home.

With new clients I like to make up a little bag of different samples from hair care to skin care, as well as a menu of services, and little brochures of anything we talked about (hair care lines, skin care lines, services, etc). This is a great way to cross promote if you work at a spa!

It does not take much to add some value to your services! A lot of places offer beverages, but adding something at the shampoo bowl adds more to the entire experience.  Anyone can do hair, but not everyone can create an experience for clients. In this day and age it’s common to see salons charge a lot of money for little quality & experience.  Be different. Add some value! Clients do not mind spending hundreds of dollars if they are getting more bang for their buck!

As always, I hope this post finds you well and gives you some great ideas to add a little value to your business!

Cheers!

 

 

Is Double Booking Hurting Your Bottom Line?

We all like to make people feel beautiful and make money! To make money we sometimes double, even triple book ourselves. But is that really the best?  Now, before you get all huffy puffy, hear me out. I am not saying you are 100% going to be losing money if you double book.  I am just going to share some experiences, thoughts, & tips on double booking.

I currently work at a spa & salon.  We literally do everything from nails, cavi-lipo, massage, spray tans, customize makeup, to medical services when our medical director is on site and everything in between. Seriously, we do it all & I believe we do it well.  One reason I believe it do it well is because we allow time.  For a women’s shampoo, cut, & style (blow out), we book one hour. We typically book 2 hours for cut and color.  Some instances we book more time depending on the client and the desired look.  I do not typically double book anymore. Though, there are times I do, under the right circumstances.  More on that later.  But first, let’s talk about why I believe SOME, not all, stylists are losing money by booking more in their day.

I’ve had new clients come to me (and to my co-worker) stating “I love my stylist but I am leaving him/her because he/she always does 1-4 people while I process. Sometimes my color comes out wrong and when I mention it, he/she just kinda brushes it off because he/she is TOO busy.” Stylists are too busy and are losing clients because of it. Their clients feel neglected.  I’ve heard from clients  that their stylist only works 2-3 days a week and tries to squeeze everyone in.  I’ve heard that the stylist was cheap and that is why he/she is always busy but the client is not happy (typically the client will spend the money if they get what they are looking for, quality).

How can you double book yourself and still maintain quality? First do not book during a bleaching process. It’s never a good idea to keep bleach waiting.  You may know that it takes Sally 35 minutes to process her highlights, and that it takes you 25 minutes to cut Steve, but this day Steve is a few minutes late, & wants to change up his cut. It takes you longer to cut his hair and now Sally has over processed. Try to keep your double bookings matching time wise.  And try to have your 2nd client come in about 15 minutes after the first. Explain they may have to wait a few minutes, but better if they wait than you having to wait and risking running over.

Do not book 2-4 people during a process time.  You will lose clients. That is the number one reason why clients leave. Not only do the clients  feel that they are being over processed and forgotten, but their services takes double, if not triple the amount of time, they can’t plan their day around their hair service, and they feel like a number instead of a human.

If you are having to squeeze everyone in because you have shortened your weekly hours, hire an assistant.  An assistant can rinse your clients and help out cleaning up, helping you keep on track and clients are still being attended to.

Raise your prices. Yes, you will lose some clients, but it typically all comes out in the wash.  If you have a co-worker who can take on the clients who do not or can not pay your new prices, then refer those clients to the co-worker.  Better the clients stay with the business than go elsewhere and your stress level is lowered.

If you are working limited hours but are willing and can open up some extra hours then do it. So if you are working 2-3 days a week to build and you’ve become overwhelmed by the demand, open up another day. Even if its just for 4 hours to start. Or if you notice that your mornings are bare but you are packed in the evenings, try opening up another evening. Come in later on that day, but stay later.

Block yourself a lunch when double booking. It’s typically an Olympic sport getting lunch in our business, so please do yourself and literally everyone else a favor and block a lunch. If you are doing hair between process times there is no way you can eat as well. No one likes a hangry hair stylist.

I do not believe that double booking is bad.  I believe that there are some stylists who are taking on way too much, and/or not educated on how to properly double book.  When I double book, I make sure I have time to eat somewhere in that time, because when Kari gets hangry, Kari gets HANGRY! I also make sure that the one I am squeezing in is a good client. Meaning, not a client who just calls and demands to be seen whenever he/she feels like it regardless of my time and my other clients’ time.  If it is a client who is constantly rude, no shows, etc, I absolutely do not work them in. If it is a good client who has an emergency or had to cancel his/her last appointment and is needing in, is willing to work around my availability, understands that his/her appointment may take longer because I am squeezing him/her into another client’s time, and he/she may not receive all the fluff (hot towel, arm massage), then I am ok with it.  I understand that every stylist has different views and booking process. I am only sharing what I have experienced, how I handle booking, and what clients have told me.

Double booking takes time to learn.. You have to get to know your clients and yourself. Do not starve yourself. Do not hold your bladder until you are crying urine. DO NOT throw yourself through hell. But at the same time do not make your clients wait for you. They give you money. So don’t make Sally wait an hour and half because you want to squeeze in 2 colors and a men’s cut. Be respectful to yourself and your clients.

I hope this post finds you well. I hope you gain some insight as to why you may be losing clients (if you are losing clients) and tips on how to better double book!

Color Consultations: Why The Swatch Book Is Important!

I know there is a lot of discussion & opinions about using the swatch book in your consultations.  There is always the view of “You will never get a 100% true to swatch color on a client! That is why you need pictures!” I believe in using both pictures and the swatch book! Sometimes clients have a hard time picking out one or two colors from a picture. Or they get very upset that they don’t look exactly like the picture. I am not against using pitures but I am a firm believer in using the swatch book! Let me explain why & how!

Showing a new client or a current client who is wanting a color change the swatch book allows you to determine if the client likes warm or cool colors.  I always bring the book out and say “Ok, we are going to go through this book and when you see a color you like, even if you do not want to see it on your head, let me know. You can even say ‘I like this but I don’t want it on me because…. (insert reason why)”. This allows me to see what colors the client is attracted to. In some cases what level the client is attracted to.  Most cases you will find the client is attracted to either warm or cool tones and even more specifically what tones in that category. Your client may be drawn more to golden tones or copper browns.

Another way to use your swatch book is to determine what your client perceives as warm and cool tones.  I once had a new client walk into the salon complaining that she just had her hair done the day prior and it was still too brassy and she HATES brassy and no one can get her hair right and she wants a cool blonde!  We’ve all been there. Her hair was most certainly not brassy. It was about as cool blonde as one could be. Before dismissing her as a crazy person who forgot her meds, I sat her in my chair pulled out my swatch book and said “Let’s look at some swatches and when you get to the colors that you want to see on you let me know.” We start flipping through the book. We get to the cool colors and she hates them.  However, when we arrived to the golds she loved them! Golds are what she considered cool colors.  Now, all the previous stylists did nothing wrong formulation wise. She just needed someone to listen and take the reigns on her color issue.  I did professionally inform her that the reason she was having issues with stylists was because her definition of brassy is the opposite of what it actually is and that is likes golden blondes.  It was a simple toning fix.  I’ve had clients inform me they hate red & everyone makes them red.  Turns out red to them is gold.  Some consider copper to be red.

Another way to utilize the swatch book is to determine how dark is dark to your client.  A level 6 or 7 can be black to a very platinum blonde client. While the same level 6-7 can be considered platinum to someone who is a level 3.

I never promise the client that they will turn out exactly like a 7.3 (7g).  Typically, clients don’t end up liking just one swatch. I usually say “I really like this color for you but I can tell that it is a little much, so I am going to mix this color and this color to customize your look!” Clients usually love that explanation! They don’t want to necessarily be in the dark, nor do they 100% understand what it will end up looking like.  They like to have a ball park in my experience!

At the end of the day color is all about perception with clients! It is our job as the professional to determine what the perception is with each and every client! My goal with this blog post is to give you some tips on how to utilize a tool that you already have, the swatch book, give you another way to unravel the mystery of the client, & help you!

Hair Cut Consultation Questions/Tips

You may be asking yourself “Why are these questions important?”.  They all you, the stylist, to gather information to best recommend your client a cut/style, products, & services.  Some of these questions may seem like simple no brainer questions, but when put together they give you an array of information to help you deliver better results to your clients.  Let’s dive deeper into each question.

*What do you dislike about your hair?
The answers to this question will inform you what to CHANGE & in some cases what NOT to change.  “I do not like how it flips up.” This is a common complaint.  The hair usually is sitting on the shoulders to cause the flip.  A client may be asking for his/her length at this length but not liking the flip.  It’s a perfect time to explain why the flip happens & to offer solutions (letting it grow or going a little shorter). A client may respond with “I hate my bangs. They are too short.” In this instance, the answer tells you what NOT to do.  The purpose of this question is to find out what the client dislikes about his/her hair so that you do not give the client something he/she does not want.

*What do you like about your hair?
This answer will tell you what NOT to change.  A client may respond with “I LOVE my bangs!”, if so you may need to clarify if the client wants to trim them up or leave them alone. Some times a client had bangs cut too short & though it is time for a trim up, the bangs do not need to be trimmed for they have grown out to the perfect length.  ALWAYS clarify.  This question allows the client to inform you of what she likes & does not want to necessarily change.

*If you had a magic wand, what would you change about your hair?
This question allows the client to be authentically honest with you.  Maybe your client with the short pixie would love to have hair down to the middle of her back but does not want to go through the grow out process.  If this is the case, you can simply inform her how to best grow it out & at what length you can do extensions.  This questions lets you see what the client’s DESIRE style would be if the client didn’t have any restrictions on waiting for hair to grow, the texture of hair, or amount of hair.  A client may say “I’d love to have thicker hair!”. This is the PERFECT opportunity for you to recommend a thickening mousse, cream, or serum & a root lifter! What you are looking for with this question is not just the desired style but also how to get your client to that desired styled rather it be with products or other services!

*What would you like your hair to do?
This question is usually answered in the above questions, but it is still important to ask because you may not get the answer from any other question or not a thorough answer. It allows the client to better articulate exactly what he/she wants his/her hair to do. ” I want it to stand up on the top.” “I want it to flow from the front to the back.” I want it to move more.” “I want it to go under.” Sometimes the solution is educating the client how to use hot tools and/or products. Most of the time it is explaining to the client how you plan on cutting their hair. “You want it to stick up on the top. I am going to cut it long enough it still lays down, but short enough that you can style it the way you described.” It’s about gaining more information about the client’s desires.

*How would you like to style your hair?
Does the client want to use hot tools, put it up in a pony tail, braids? If she desires a short pixie but wants to flat iron or curl it you need to explain why the 2 desires do not fit & offer a solution. ” I can always cut it shorter so let’s cut it at a shorter bob, that way it is shorter than you have now, but long enough for you to style with your desired hot tools.” Sometimes how clients want to style their hair & their desired look do not match.  you may have a client who wants to put everything into a pony tail but desires it to be a short bob.

*How do you normally style your hair?
This tells you exactly how the client wears it. Pulled back, down, to the side.  Sometimes clients come in parted on the wrong side.  It is important to know so that you can understand if this is the way the client has always styled his/her hair.  If they have always styled it a certain way & plan on to continue to style this way, then the desired cut may not be the best option.  Also, if the client rarely uses hot tools & the desired style will require hot tools, you will need to explain how the style will look air dried.

*How much time do you want spend styling your hair?
This is crucial. The client’s desired style may not fit his/her time frame. If a client wants to spend no more than 5 minutes then a sleek bob (depending on client’s thickness & texture) may not be the best option.  You can create the best cut for the client’s facial features & bone structure but if the client can not re-create the look at home he/she will become frustrated and will consider it a mediocre style at best.  Clients need to be able to re-create the style with ease at home.

*Do you want to use product?
If the answer is no then you must inform the client that his/her desired style will not be doable. If he/she uses a lot of heat but does not want to use a heat proctectant then more than likely the desired style is not achievable.  One can not use a lot of heat without protection and expect healthy hair.

You must unravel the mystery that is the client & his/her desires.  You must know how much time & product the client wants to put into the style that he/she desires.  If the desired style & time to style it do not match up, the client will have to forfeit either the time or the desired look.  If the client desires the style more than time than he/she will wake up sooner to style the look.  If the client desires his/her time more than the style, then the client will choose a different style.  The questions are to help you, the stylist, to unravel the mystery & make sure you are giving the client the style that fits his/her desires & lifestyle the best.

Your Attitude & Coworkers

Your Attitude & Clients

Your attitude can make or break you! 

5 Fall Hair Color Ideas!

Fall is here! A lot of people like to add a little something to make their hair color more fall like.  Let’s talk about 5 color options for you!

1. You don’t have to go from blonde to brown! Add a shade of blonde that is 2 shades darker than your current blonde for a low light!
2. Add a some copper! Adding a few (or a lot) of copper low lights is another way to spice up your color for fall! Add a few around your face or do a full foil!
3. Try a shadow root! If you haven’t already tried a shadow root, the fall is a great time!
4. Add caramel or copper highlight if you are dark brunette! Dark brunettes don’t always like to add low lights.  By adding a few caramel or copper highlights can spice up dark brunettes for the fall!
5. Not all low lights have to be warm! If you have a cool hair color now you can add a cool low light for fall!

 

Have other ways to spice up your color for fall? Comment below!

Appointment Etiquette!

We stylists know that emergencies happens and clients can’t come to their appointment, or can’t get to their appointment on time.  Life happens. We get it. But we also get a lot of no shows, 45 min late clients demanding a 4 hour service, & lots of other appointment issues.  Let’s discuss some appointment etiquette to keep you, the client, from being black balled!

First, please show up to your appointment 10 minutes early.  This allows you to use the restroom, change into a smock if you are getting color, get coffee (or wine if your salon offers it), & just being prepared! Also, you could be taken early if your stylist is ready for you early! Most people walk in the door right at their appointment time, they need to use the restroom, change, get their coffee, & then the service starts about 10 minutes or so late.  Show up 10 minutes early & relax!

If you are going to be a few minutes late, call the salon. Let us know.  Some times we run late so we understand. But call us if you are running 5 minutes late. Do not tell us you are going to be 5 minutes late and then show up 20 minutes late.  If traffic is the issue, keep us posted how late you are running. If you say 5 & then realized it’s going to be more like 15-25 minutes, call again.  We may be able to get you in after the appointment that was after you, or we may have to reschedule.  I’ve witnessed clients call & say “I just got off work. I’m running late. I will be there in 20 minutes.” & they show up over an hour later! Please do not be that person. If 15 minutes goes by & you are still 10 minutes out, call & update us! We could eat while you are on your way so that we don’t become hangry.  Now I have had clients who called the salon & said “Hey I’m gonna be late.  I’m stopping by Starbucks, does Kari want anything? And she can just work around me since I’m late”. That is more than likely ok.  You are bringing peace offering & you are letting us do our thing with our other clients without throwing a fit. That does not mean you get to do it at every appointment, but we do understand that some times the mornings (and evenings) are rough & you just need coffee. Trust me STYLISTS understand the NEED for coffee.

Now if you have an emergency & you can’t make it, we will understand.  Make contact with us either by emailing the salon, messaging the salon (or stylist) on Facebook, texting the stylist (if you have his/her number), or have a friend or family member make contact at your earliest convenience. You wouldn’t believe the amount of people who no show their 2+ hour appointment, not make contact for a week or so to schedule another appointment & then tell us they had an emergency (but they do this at every appointment or every other appointment).  It makes it hard to tell if there really was an emergency or not. We care about our clients & want to make sure they are ok. We know a lot of clients take care of their elderly & disabled loved ones, which can cause clients to no show multiple appointments.  Let us know if you have a hard time making & keeping appointments, we will figure out a solution! And please note that hangovers are not an emergency.  Do not schedule a night out the night before your appointment.  If you always book your appointments on Saturdays & you continue to no show us & tell us you had an “emergency” on Friday night, we will know you are hungover, & you will be black balled. We can’t miss out on a client because you drank the night before & didn’t want to come in hungover. Now if you come in hungover, that is fine.  Even if you make contact a week or so later about the emergency that’s fine. You don’t have to reschedule or make a new appointment when you inform us of an emergency.  Our reservation desk informs clients who have had emergencies to do what they need to do & to call us when they need to get in. When the client calls back to get in, we do everything in our power to get them the day & time they want.  Emergencies don’t mean that the you the client has to suffer & get whatever is left over.

Please don’t cancel your appointment last minute because your date canceled. Actually you need to keep it. We will help you through the hard time.  We will make you laugh & look wonderful! Don’t have a depressing night because your date canceled! Come in, get glammed up, laugh, & leave with an extraordinary amount of confidence!

Let’s say your appointment is in a couple days or a week, & you’ve been on pintrest & found a new color! Great! Please call & make a consult appointment.  If you spring up a new color & cut change on us at the time of your appointment, there’s a good chance you won’t be leaving with it.  We will need more time. We will need time to consult about it, make sure it’s something you want, & is doable as well as the time to do it.   Most stylists offer complimentary consultations.  If we don’t have the time at the consult to extend your appointment that is in a few days, we may move it.  Moving an appointment days in advance still allows us to fill the appointment gap.  It’s when you no show or cancel the day of that we have a slim to no chance of filling the gap.

Be honest! If you slept in, or are hungover, or just forgot, tell us! Call ASAP & say “Hey, I am really sorry, I over slept/I’m hungover/forgot.  Do you still have time if I get there in 20 minutes? If I need to reschedule I understand. I am so sorry!” We will usually give a few passes before we start black balling people.  An apology & coffee/food will usually keep you on the good list.  Just don’t make it a habit.  There is no amount of food or coffee if you slept in, forgot, or are hungover every appointment.  Don’t be the boy who cried wolf.

If your stylist prefers you to make your appointments in advance, but you know you can’t do that because of your work schedule, kids’ schedule, or whatever, let us know. We’d rather know you are more likely to cancel last minute, or no show if you pre-book your appointment. I tell my clients to try & call a good 2 weeks or so before they will want to come in to be able to get in.  We know your schedule & time is just as important as ours, & want to make sure your appointments are times that work best for you rather you pre-book or call.

If the salon you go to has a confirming system please confirm! My salon offers confirmation emails & text messages (if you opt in), & when you haven’t confirmed by those two ways, our reservation desk will call you 24 hours in advance.  Please confirm! Or cancel! Please do not wait until the day of, hour of, or no show! Especially when the salon has multiple ways for you to confirm or cancel your appointment! If the salon you go to does not have a confirmation system, I am sorry, & there really isn’t anything I can tell you to help you confirm your appointment. The more ways a client can confirm or cancel their appointment in advance the better for the stylist AND the client!

So basically it all comes down to don’t be rude. Don’t be the boy who cries wolf.  Call us. Inform us. Show up a few minutes early. Relax. Laugh. Be happy & enjoy!

 

 

 

ATTENTION STYLISTS! TAKE NOTES!

The salon/spa that I currently work at has a program that prints off my schedule for the day as well as a traveler for every client. Now the travelers have the client’s name, the appointment time, the appointment service, the service provider for all the appointments that client has for that day, as well as a list of products he/she has ever bought with a first date of purchase & last day of purchase & the prices, a list of every service he/she has received with first & last date of purchase, service provider, & price.  There’s a place for me to write how many weeks for the reservation team to book out, a price for the day, & space to take notes.  Now, not every salon has a program like the one at my salon.  I’ve worked at salons where the program is just to put in client name, address, phone number, & program or the credit card machine.  I’ve worked at salons where there the program is just to literally check someone out, the system doesn’t want a name, it just wants to know what stylist did what service & payment. But even if you work at a salon where there is no system for you to store notes, you can still take notes! I’m going to talk about how I took notes at the bare minimum salon, & all the types of notes I take now!

When I worked at those salons where they computer system was just to take & track the money, we had a filing system for color formulas.  You would write down the client’s name, date, & formula on a big index card & then file it so that everyone in the salon could get to it if the client couldn’t see you the next visit.  That was all fine, except sometimes the card would get lost, someone would write hugely on the card and there would be 4 cards for 5 formulas stapled together with no date, or there would be multiple cards for the same person because no one could find the previous card made.  I had a co-worker who kept her own client record system she bought from a supply store.  She would leave it in her station so if she went on vacation, or it was her day off & one of her client’s came in & had to see someone else, the stylist servicing her client would go to her station, find her book, find the formula, update it, & return it to her station.  It was a nice little system & I liked it. So  I went to Sally’s or CosmoProf & bought a client book. I highlighted the section I needed the client to fill out (name, address, number).  Kept notes not just on color but on how I cut the client’s hair. It was an easier way to keep track of those who solely saw me.  And if I was out sick, or vacation, coworkers could easily access & update the formulas, but couldn’t just throw the information in our little filing card system in the back.  I didn’t have to fight everyone’s alphabetical order (which varies by stylist).  It was a much easier system.

But now I have an amazing system! My current salon has a great program as I stated above.  I write things down & the reservation team (or some times myself) types the notes into the system.  I don’t have to do much or be responsible for all the information being kept in a little folder.  It’s all in the system.  If a client can not see me for whatever reason, my co-worker can see him/her & I know everything will be fine because she can see every formula, every note ever taken.  When that client comes back to me, then I can see what she did.  If she needed to change the formula for any reason I will see that (her & I get along great & usually communicate the change, but if I’m on vacation she may not inform me because you know, vacation.)  I don’t have to worry about the client going to another salon, using a different color line, etc.

Now what do I put in the notes besides formulas?  Cutting techniques.  I may razor a little bit on a client, so I will write down where I razored & how often to do it (every other appointment), if I point cut, if I prefer to cut the client dry, how short to cut bangs, etc.  It’s our job as the professional to be able to recreate the previous cut we did on the client.  I can not remember every single thing I do on every client.  Writing down how I did the cut will also help me if the client didn’t like something.  I can look at my notes, consult with the client, & then fix the issue.  A new client may come in with a terrible cut that may take a few appointments to fix. Usually with this type of scenario I write down how she came in, her desired look, what I did that appointment, & what to do at future appointments.  I take notes on all my men clients as well.  By writing down if I use a 4 on the sides & scissor the top, I can tweak the look at each appointment. A lot of my men clients like to switch up their style.  We may decide to switch it up a bit & at the next appointment he may say “ya know, I really liked it the shorter style we did about 3 appointments ago.” Looking back at my notes I can see what I did.  Cutting notes are very helpful!

I have recently started writing notes on products I used & products I recommend.  I started having clients call & ask the reservation desk to ask me what products I used on them to keep their style.  I can not remember that! I can only guess! It was a learning experience for me. Prior to these events I would write down all the products I recommend so that if the client could only purchase one or two products, she could come back in another time (her appointment or not), ask the reservation desk to look into her file on the system, & purchase the products without me having to try to figure it all out (or being called on my day off to be asked what I used because the client stopped by the salon).  But after having multiple clients in a 2 week period ask me what the product was & me not being able to remember, it occurred that I NEED to write down what I used.  Writing down what I used also helps me when the client comes back in and says “Kari, I did NOT like whatever you used on me last time. Please do not use it again.” This allows me to see what I used, ask what it was the client did not like about it, & choose a better product for that client & his/her needs! It not only helps me, but also my coworkers. The reservation desk doesn’t have to call me on my day off or vacation to ask because the client stopped by, they can just take care of the client!

I also take notes on the client’s attitude.  Sometimes a client comes in & has had a terrible day, or maybe just a terrible outlook on life & will take it out on me.  That’s fine. I get it. I know I’ve done the same thing. We are all humans. But I am going to take notes on pretty much the whole conversation. That way if for some reason the client calls to make a complaint my butt is covered.  Some people just like to make other people’s lives horrible.  If a client is usually a happy person, comes in to the salon in the worst mood, & just starts saying mean, unpleasant things I write it down.  I keep an eye out on all appointments after that.  It could’ve been a bad day. But if I start noticing she/he keeps making inappropriate comments for months, I can present the evidence to the owner, talk to her about referring the client to my coworker (or to another salon if things are that bad), talk about the right way to go about it, & making sure she is within ear shot incase a situation arises. She may suggest she talk to the client, or that we talk to my co-worker for an outside opinion & to make sure my co-worker is fine with taking my client. I like to keep the owner informed because she is the owner & I am the employee. She also has some good, creative ideas on how to handle different types of scenarios.

I also write down not just prices for the day for the client but future prices.  When I have a new client I will discuss the price for that day’s services. If it’s a color correction I will usually give a high price & say “It probably will not be this much, but be prepared just incase the unforeseen happens.” I will also give future prices. I usually have two or three future prices for my base/root touch up & highlight clients.  One price will reflect a root touch up, the other will reflect a root touch up & partial, & the third will reflect a root touch up & full foil.  I will write all the future prices out. That way it keeps me honest & the client honest.  I’ve had situations where at the consult a few days prior to the actual service, I see the client has very fine hair & even though I know she wants a full highlight look I may not quote for a full because I plan on only pop in 10-15 foils, & then the client comes in day of appointment & I forgot, didn’t write down the price & she feels she’s being over charged because I quoted her lower a couple days prior at the consult. I’ve also had situations where I know I told the client it would be a higher charge because of the thickness of hair, but since I did not write it down, the client says that I told her a much lower price.  The future prices is great to keep everyone honest!

I have found that the more notes I take the better I can take care of the client & myself. I have only found one person who did not like the fact that I took notes on how she likes her hair cut & how to cut it.  Everyone else is very grateful & loves it! So keep notes! Write down all the things! I promise 99.9% of your clients will love it!

Do you have other note taking ideas or suggestions? Comment below! You know I love any & all feedback!

 

Are We Breaking Up? How To Determine If It’s Time To Leave Your Stylist

So the last few appointments you’ve been disappointed.  The first time you were disappointed you thought “Maybe my stylist is having a bad day. We all get them. It’s ok. We will be back on track next time”. Well next time came and went, a few times actually, & nothing changed. Now you ask yourself “Is it time to find a new stylist?”.  Let’s find out!

Are you getting your desired cut & color? If not, then you need to have a talk with your stylist.  Start with asking “Kari, I have been wanting to cut my length to the base of my neck & my highlights lighter.  Is this something that can be done in one appointment? Or will it take multiple appointments?” Your stylist should explain him/herself. It could be he/she thought he/she was taking your blonde light enough only to find out he/she hasn’t been lifting it light enough.  Informing your stylist that you have not been happy & asking if your desired look is possible will put both of you on the same page & you will have some explanations. 

A complaint I hear from clients seeking a new stylist is that their old stylist was constantly canceling appointments last minute with no other option.  We stylists do have families and emergencies that do come up.  We also do not like to disappointment clients, so we will usually try to come in another day, stay late, or refer to a co-worker to accommodate the clients.  But if the cancelation happens almost every appointment for a long period of time, it may be time to move on.  A stylist’s appointment times are valuable just like your time as a client is valuable. 

Another complaint I’ve heard time after time is “My stylist just started rushing me.  She stopped taking the time like she used to. I don’t know if she’s just getting so busy, but I don’t get to tell her that I want a change.” If you start feeling rushed at every appointment try to schedule a little more extra time and tell your stylist that you feel rushed and you do not like it.  Sometimes we stylists get behind and we may rush.  But the rushing should not be every appointment.  Usually when you bring this up to your stylist, your stylist will start booking extra time for you and usually the try to slow down. 

If you feel that your stylist has become disrespectful towards you then it is time to find a new stylist. Most of us are very fun, loving, caring people but there are a couple of rude stylists out there. As the old saying states “It takes all kinds to make the world go round”.  You should never leave your appointment feeling like a burden or discouraged.  Nor should you ever feel anxious or dread going to your appointment.  If you are feeling any of these emotions you need to just find a new stylist.  You can try to mention it to your stylist, but if he/she is already rude and you are starting to dread going into the salon, the talk is more than likely not go well. You can mention in an email, on the phone, or in person to the owner or manager of the salon that you do not feel comfortable anymore with your stylist.  The person in charge will not want to lose business and will find a solution to the problem, even if you decide to go elsewhere. 

Now I do recommend having a talk with your stylist before throwing in the towel.  Your stylist may not know that you are not happy and feel rushed.  There may be a very acceptable reason to the cancelations that he/she has not disclosed with you yet.  As a stylist, I appreciate being informed if a client is not happy (rather it be management or the client informing me).  Even if the client does not plan on coming back to see me, the knowledge of what I did to upset the client helps me grow as a professional & a person.  

So have a chat and decide!