The reception/First impression

Back2myroots : A place to share thoughts and grow idea's. B2MR

The Reception area. The hub of the salon. The retail centre:
We only get one chance to make a first impression both as stylists but before that can interaction takes place the very first area that sets the scene is the reception.
The very first person who makes an impression is the receptionist. How much importance to you put on the key position. A position that takes so much skill to juggle. To organise. To solve problems. To be caring yet efficient.

They have to have a good phone manner. Amazing people skills patients. Good at selling with product knowledge. know how to mange an appointment book. Deal with the issues stylist have over booking keep good records balances the books. Deal with sales people. What is this worth to you? To your business ?

The Image of the the salon, decor, cleanliness appeal. Just as important the appearance and the attitude of the receptionist.Their communication skills the service they offer all so very important for both salon success and client retention.They are the first and indeed last person a client has any interaction with in the salon. They have to make that experience that memory count. Make that client feel wanted and important using their skills to have the client re book that next appointment. Help them with and recommend retail products.

Does all of this happen in your salon? Do you listen to the receptionist about client and indeed staff issues?
The receptionist has a unique position in the salon she or he holds and controls power! Power of the booking they can make or break a stylist if they so chose. My advise to a stylist never upset your receptionist. Always accommodate them if there is an appointment issue or a late comer who needs help it will stand you in very good stead in the long run. They have to be committed and very trust worthy often the last to leave and in many cases open up.

They must be a team player and leader and have a great understanding of the dynamics that is the salon from working with a manger and or owner to communicating with clients and staff and innovator and collaborator. The one who keeps the machine that is the salon running smoothly. Does your receptionist have all these skills? How often do you think about the role they play? Are they well enough rewarded?
Service goes beyond just what we the stylists do offer and create. Service is what the whole salon offers from the moment a client becomes part of the salon. It does not stop after the service has been preformed it only stops when a client leaves never to return!!!

 

Listen to your receptionist when it comes to retail purchases. The amount of stock to carry, what product lines are selling well.What are clients asking for?  What clients might be saying about products or pricing.

All key information. Maybe even concerns that are being raised about staff members. Service ability. Those getting requested, those maybe being avoided. All need to know information.



                    Mike B2MR:
To the right the chaos a receptionist over see's!!

                                           

Hair colour product. Information review..

Back2myroots :  A place to share thoughts and grow idea's. B2MR.

Discussion sharing thoughts and views:

Smoke and mirrors:

In a recent exchange of thoughts with a fellow industry professional we were sharing thoughts and comments around policy and what is accepted as common place with professional hair colour manufactures. The practice of deploying clever marketing tactics to promote products in some cases cases certain Ingredients are promoted whilst others are disguised or played down.
In some cases companies work on the assumption that the majority of users or consumers do not know any difference when the topic of ingredients are raised and their short / long term effect.

We as stylist colour technicians hairdressers owe it to our selves and our clients to be well informed and try to educate our clients on this subject. We cannot do this unless we ourselves stay current and educated.

In the same exchange of views. The issue was raised as to training knowledge of stylists and interest in products ingredients it was suggested that. Many hairdressers and colorists do not consider internal knowledge of ingredients an issue, it was also suggested that for a few. Performance is key and most stylists are content to be part of an industry that  revolves around beauty and creating beautiful color, and the reality of our business is generating results that provide a complimentary service for which people pay a premium. 

My view on this is that whilst I agree with this in principle . But don't see how. Being informed and educated. Being able to inform clients openly about any given product would or should effect our creative talent. clients who are paying a premium should be doing so in the knowledge that the person doing the creative work is well informed and educated and not just using products that some corporate entity or large manufacturer has produced a slick advertising campaign for.

It was also pointed out to me that our lives are touched daily with ingredients that would shock most. However this is a commercial world we live in and is based on reality. Does this mean we should not question does this mean we just have to accept it? I hope not. I think not. Transparence inspires trust!

Manufacturers share technologies and ingredients and their resources are limited to what is tried, tested and approved by the cosmetic federations governing safety and usability. 

This was and is not the point products that are tested  and certified as safe can be changed when certain elements come together also many ingredients are disguised and represented if different ways.

I am only saying we as professionals have a right to question and decide. We should not assume everything written on the box is gospel. Manufactures and corporate concerns should hold professional stylist in higher regard when it's comes to standards of knowledge and education.

In Closing we can as stylist change this attitude of need to know bases education, demand transparency of chemistry and ingredients and effects from manufacturing by questioning becoming educated ourselves and of course most importantly by use!

It is through. Asking questions. Raising issue. Communication. That we can instigate change with both colour companies. Honest. Open discussions all will lead to professional having access to products with a chemistry they can trust.
This same discussion I believe forced many of the companies producing Keratin based smoothing products.The Initial fears about formaldehyde having been addressed to satisfy both stylist's and clients.
On this topic I have written to a company producing a smoothing product fro more information.
I await a response.    

MikeB2MR