MY SAYING FOR THE YEAR: “Remember winners do what losers won’t do”
We are now 4 months into the year, so a great question to ask yourself is, what you have done to make changes in your salon business so far in 2019. If you don’t make changes nothing will change. There are always things that need to be changed a little, changed a lot or totally tossed out. The year is slipping buy. Get going before you get left behind.
IF YOU DON’T LOVE THE SALON YOU WORK IN YOU WILL NEVER SHOW LOVE TO THE CLIENTS
If you have a team member who really does not love working in your salon, it will be obvious to the rest of the team and to clients. You can see it, feel it and most of all, it is usually contagious. Every day in our salons we deal with people, we don’t work in an office were we interact with a computer and paper. So if you have a sad, grumpy person, take action to deal with it. Don’t have the attitude “they are always like that” Change them or change them.
RE-BOOKING IS A SERVICE BUT ALSO ABOUT EDUCATION
This week I had a conversation with a salon owner who has 3 of her team that had strong re-booking and 2 that had what I would describe “poor re-booking” Lots of reasons (or excuses) as to why “their clients don’t choose to re-book”. A new client on their first visit should be educated as to why you offer the service of re-booking and what the benefits are to them as a client who is returning to the salon. If a client has been coming to the salon for two years and she has not been offered the service of re-booking (simply asked “would you like to re-book”) you will have a challenge changing their habit of not doing so.
Review how all your team are offering this service and make sure everyone is doing it well.
RETENTION A MUST TO GET RIGHT
One of my main focus areas with all my clients is the high retention of clients. I read something recently that I wanted to share. It said that an improvement by 2% in the number of clients that you retain is equal to a 10% decrease in costs. Everyone knows how difficult it is to cut costs, so does it not make sense to really put effort in every day to make sure that every client who comes into your salon comes back.
As a salon owner think about how much effort you put into this
Do you have a goal in place for retention? This should be 75% plus in most cases for the salon and you will need to vary for each team member. You will see a strong person can be over 90% and a new emerging person can vary from 50% but must be growing each month.
Do you have a system to look at your salon retention rate each month (most computer programs offer great reports)
Do you look at each individual team member’s result each month
Do you talk to your team on a regular basis
Do you address with a team member when you see something that is not ‘client winning’ if not why not
Do you have a good loyalty programme that says thank you to your regular clients
Do you have promotions that regular clients can see value in
Is every visit to your salon a great experience
I am sure you can add more to this so important list
YOUR POLICY AND PROCEDURE MANUAL IS LIKE GOLD BUT ONLY IF YOU USE IT WELL
A little reminder to make sure you are using your policy manual to its full advantage. A well-written manual takes hundreds of hours to put together so make sure you use it often and use it well. It should be used always when introducing new people to your team. Every time you have a team meeting you should review one or two points (no more) and make sure everyone on your team is reminded what your standards and procedures are. A valuable asset that you have invested a lot in so be sure to use it.
If you don’t have one, you absolutely should in order to have clear systems and structure in your salon. It must be in writing so everyone clearly understands.
I have done the hard work for you but creating a template with 22,000 words for you to change and tailor to suit your salon. There is one for hair and a separate one for beauty. If you think about starting with a blank page to write one yourself please first have a look at my web site to see what I have done to save you a lot of time and stress.
Go to www.yourcoach.net.au and click on the shop to find the manuals and copies of the index to show what is contained in each.
ADVERTISING FOR AN APPRENTICE
Finding a new apprentice can be a challenge to get good quality applicants. I have recently had feedback from some salon owners to say that they have had success through this site, so worth a try.
It is called Skills Road and it is designed to connect business and industry with young people seeking employment and other useful information.
8-10 June 2019 – Sydney
Are you getting prepared to make sure this is a great educational event? I know it is always a good time with lots of fun but with a little early preparation you can really make the most of this all-important event.
The programme this year has some fantastic workshops and speakers, so have a good look at what appeals to you.
For more information visit the Hair Expo website https://tickets.lup.com.au/hair-expo-aus-syd-2019
I have a very talented graphic designer who I use to do my graphic work and she is available to work with some more clients or to do single projects. She is lovely to work with and is quite reasonable with her costing for the quality she produces. Her contact details are.
0413 036 771
DON’T WANT TO DO ONE ON ONE COACHING, THEN CHECK OUT MY ONLINE COURSE
A BENEFIT OF THE STAFF VIDEOS (THERE ARE 6 OF THEM)
SESSION 1 – RECEPTION SKILLS VIDEO
This session is where we will be focusing on reception skills that wow and win.
You get one chance to make a first impression and your first and last point of contact with your client has to be memorable for all the right reasons. This session covers all the critical points needed so that the whole team can be trained to do it well.
Some feedback from Meg Hauritz, Elvarl Hair Artistry
This video is amazing, I love it! I have a meeting prepared for tomorrow so this is a great addition to show the girls, thank you! I think you are doing an awesome job, the videos are so clear and I get very engrossed in them, the advice and tips are abundant and I just jotted down a lot of notes to focus on! Thank you