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Thread: Consultations: Are your staff doing these correctly?

  1. #1
    Owner Kim Howells's Avatar
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    Jan 2013
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    Perth, Australia
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    Consultations: Are your staff doing these correctly?

    Consultations are the most important element of getting things on track when it comes to your salon.

    How many times have I seen this forgotten or done in such a way that no information is obtained regardless of the fact that the stylist has been given a pre-done form to complete.


    A consultation is going to be the first kind of engagement you will make with a new client and if you get this wrong then they won’t be back.

    We have a pre-done template see below.

    Do you staff suffer from the same problem?
    Owner of ExpertSalonMarketing.com

  2. #2
    VIP Member Maggie David's Avatar
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    NSW, Australia
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    I feel this is where a Policy and Procedures manual comes in Kim, plus good staff induction.

    Also I think with each weekly meeting, consultations need bringing up, and discussed. For Example "Ok team, how did everyone go with your consultations this week - any problems?" Wait for an answer. Discuss if any.

    Then get A Team Member who has been pre warned this will happen to discuss a few of her Consultations. Make sure each week a different member get a turn to discuss their consultations - a rotation system.

    This Keeps the process upper most in the minds of your staff, plus you can hone the process.

    A reward of a Couple of Freddo Frogs or something funny, could be given to the 'Presenter".

    Now, during this presentation time, you could also see if any "Up selling" was going on. i.e. "Mary came in, and we discussed, the state of Mary's Hair. Mary was completely fed up with the colour and style she had been having, so I suggested, a new colour, and showed her on the colour chart, its was a mixture of # xyz and XXYZ plus foils. Mary took this offer up. Also, as Mary's hair had become dry after an illness, I also suggested a deep conditioning treatment, which she said yes to. I also sold Mary some Shampoo and Conditioner that would hold Mary's colour longer.

    So, you can see Mary has purchased 2 things she normally didn't on top of her "usual". Plus some product. Then Kim, make a big deal of the upsells, get everyone to clap. RECOGNITION of a job well done, goes a long, long way.

    This will in turn keep the others on their toes to upsell, as soon it will be "Their" turn to present.

    Also this will show you that the client cards are being kept to date


    Hope this helps everyone.

  3. #3
    Owner Kim Howells's Avatar
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    That's a few great ideas Maggie.

    One thing if you are now on a computer based system you won't probably have any client record cards with the customers individual colors and products sold on there.

    Do not assume because the client has come in that the colors and updates have been done, you will need to be vigilant about this daily, just check them randomly for each stylist, just to keep them on their toes.

    For some reason our customers charts used to go missing, we had a backup system (so I thought) of taking the details of the customers colour/products bought etc. They should have all gone into the computer by the stylist that did the work. They kept going walkabout so when the customer came in next we didn't know what she had.

    I later discovered that the customer was going into the system, customer comes in and then cancelled at the 'last minute'. This is something you should be aware of as basically monies were going missing through this simple way and there was no way at the time of seeing how this was done.
    Owner of ExpertSalonMarketing.com

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