What makes a great hairdresser? Is it his or her technical ability, the school they attended, the sharpness of their shears or the brand of product they use? A successful hairdresser, according to Ryan and DeAnnalyn Teal of Teal Salon in downtown Portland, Oregon, is less about technical ability and more about listening…. Yes, listening. Making a conscious effort to hear and act upon a client’s wants, needs and desires.
“I don’t believe that there is a thing as a bad hairdresser,” says Ryan. “It’s not that hard to open and close scissors…. There are however bad listeners and question askers.”
Aside from technical ability, a hairdresser in today’s modern society is perceived as part magician, part mind reader and part psychologist. To get a better look into the mind of a client and touch down at least briefly upon their inner self, a hairdresser must find a non-evasive, yet highly effective tool. Something in which the thought process is kick started and the gears begin to turn once again. For Teal Salon, the tool of choice is a well-honed consultation style interview or “20 questions” as the Teals affectionately call it.
The evolution of the interview at Teal Salon began with a concept first seen at the school of the Teal’s daughter when she was very young. It was a game the kids would play in which they were allowed to ask up to 20 questions in order to arrive with the answer. For the salon, the concept applied beautifully. To achieve the goal of the client, which is to look and feel good about themselves, a hairdresser must use their intuition and knowledge of that person to accomplish the desired and positive result. The Teals adapted the same frame of mind and pared down a long list of questions to about 20, which were used as a starting point.
Customers sometimes are not aware of what they want, they just know that they are looking to make a change. It’s up to the salon professional to obtain the information without the client feeling uncomfortable, pressured into a drastic change or spending a lot of money. The interview, which was developed to get a better feel for what the client is looking to do, has since become invaluable at the salon. It has been implemented as a general practice with all new or referral clients.
“We won’t even consider letting the client fill out the questionnaire,” adds Ryan. “The individual hairdresser fills it in. It’s not just about the questions or the outward answers; it’s about their reaction, the body language and the afterthought. It’s an excellent opportunity to break down a few barriers and get right to the heart of what’s important to that person sitting in front of me. It is, after all, all about them.”
The Questions
The first question is:
What brings you to the salon today? or
Why is it you are inspired to try something different?
Although any savvy salon owner would love to track advertising, promotional or referral tallies, the question is really more geared toward the client and their individualized needs. Common answers to this inquiry include everything from being new to the area, never having been in a salon before, admiration for the look given to another Teal Salon client to difficulty with their regular salon. Some are just not comfortable or happy with the level of service at their present salon or they are simply bored with their current hairdresser or hairstyle. The reason the Teals examine the question so much is to learn what somebody else did wrong so that they don’t make the same mistake. It’s an important part of the learning process.
What do you do for fun? For work?
These two questions help to indicate lifestyle and very specific needs leading to how a customer can or will wear their hair. Are they in a creative or fashion-oriented field where they may need to have a trendier look? Is the dress code at the office as conservative as their after-hours club life is wild? Are they involved in a sport or line of work that requires them to pull their hair back and out of their face? It all works together to help set the limitations.
What are your goals with your hair?
Although most clients claim that they really don’t have a specific goal in mind, this question at least starts them thinking. Once the salon professional has had a chance to “read” the client better, then a goal can be both identified and achieved.
What challenges are you having with your hair? What do you hate about it?
Common answers are more likely geared towards the type of hair that they were born with, yet can’t or don’t want to deal with. Skinny or fine hair, not much hair, hair that is too straight, too curly, etc. To a client, these are specific and sometimes highly annoying problems. To a hairdresser, it’s an indication as to which way to proceed.
“I find it important,” states Ryan, “ when using the interview questions to turn every negative back around into a positive. For example, if a client complains of having overly fine hair, then I imply “fine like silk”. To illustrate the point further, I use the analogy that like fine hair, one can’t take raw silk and make fabric out of it. It needs to be refined before weaving a workable cloth. Not only did we turn the emphasis away from the negative, we established the groundwork for cut, style and product recommendations later.”
As a hairdresser, it’s all about educating the customer and getting them to understand the options when dealing with their hair dilemmas. Simply put, between product, service and tools most “problems” can be treated. It’s a matter of identifying the obstacle and applying the right solution.
What is the best thing with your hair?
Once again, the negative is taken back to the positive. It’s about trying to identify the strong points or what is “right” and trying to make them better.
What was the best service you have ever had in a salon before?
The question is basically attempting to find when the client felt that they looked their best. The response is then pulled apart as to why, while discretely attempting to recreate the positive aspects. Most likely the look was something hip going on at that time. They felt as if they fit in and looked really good doing it. What did it look like? How feasible is it now? Can it be updated? Why did it work so well for them? These are all good questions for a really solid foundation and positive step towards their new look.
What was the worst service you have ever had in a salon before?
This question can be very scary from a hairdresser’s standpoint. According to the Teals, at least 90% indicate a previous perm as the culprit. Many also admit to cutting their own hair or applying home color, which in some circles can be considered a temporary replacement to a salon service. In asking this question, the Teals advise salon professionals to be tactful and avoid any embarrassment to the client. They suggest trying to get them to make light of the situation and attempt to get them laughing again.
What does your hair look like in the morning? Is it flat and sunk into your face? Is it fat and sticking up?
Designed to find the “natural state” or starting point of the client’s hair, this inquiry has a profound, albeit obvious, purpose. You simply can’t start on a journey, let alone arrive to the destination unless you know where you originate.
Does your hair tend to be more greasy or dry?
This will help the hairdresser figure the appropriate products to recommend for cleansing, conditioning or styling the hair.
Would you say your hair is straight, wavy, and curly?
Although any decent hairdresser could tell by feeling the hair, this question is designed to see how the client views his or her own hair. What may actually be wavy hair is considered curly to a client that desires straight hair.
How much time in the morning do you spend on your hair?
Most of the success of a look is in fact achieved in the last five minutes of the finishing. It’s all the little details that make a good cut into a really great style. This question gives a general guide as to how much time and effort a client is willing to spend between blow drying and finishing each time. On average clients will admit 15-20 minutes, which is fairly normal. It’s up to the hairdresser to make sure that they don’t give the client a cut that takes much longer to style than they are willing apply each day.
In addition, if a client is spending more than 15 minutes styling their hair each day, it’s time for some guidance in working smarter. Hairdressers should identify what is taking so much time and try to help by recommending techniques, tools and or product to make the job easier each day.
Does it tend to hold its shape all day?
It may be common sense that fine hair goes flat and medium hair tends to hold it’s shape, but it doesn’t hurt to find out what that particular head of hair tends to do. This question indicates the tendency of the hair or how well a product or tool is or is not being used. Perhaps the client needs help learning to use a flat iron or isn’t using a strong enough hold styling product.
How much of a change are you looking for?
The crew at Teal Salon prefers to do only small to medium changes.
“I don’t want clients waking up cursing my name,” says Ryan. “I want for them to be as happy with their hair each morning at home as when they leave the salon. Too drastic of a change can cause a client undue stress. I instead recommend getting as many hairstyles out of their hair before cutting bra length to the chin. This allows for a fun period in which they can try things that they normally would not have. If it all ends up back to their chin, then no harm done. That’s where they were heading anyway and in the mean time they just might find something they like better. “
Are you happy with the length?
A good basic question for those who want a change, but don’t know what. If someone really loves their length, a hairdresser doesn’t want to whack it all off and cause them to run screaming, never to be seen again.
Are you happy with the shape?
Changing the shape can be a good way to update a look or introduce a change without going too drastic.It’s important to remember that a truly great cut isnot about what is cut off…it’s about what is left on.
How much texture do you like?
According to the Teals, there are three different levels of textures: non-textured, medium textured and maximum textured. They suggest using photos of current trends to help clients answer this question.
If you could wear your hair as a sign, what would it say? or
What do you want your hair to say about you?
Sexy, sophisticated, wow! The Teals have heard every answer under the sun. This is a defining moment when reading a client. It’s where they really want their hair to be and how they want to be perceived by others. It’s a fabulous tool to define their overall goals. This is the answer to the 20 questions combined.
If I gave you a pair of scissors, where would you start cutting?
It may seem like an odd question to ask a client, but the Teals feel it gives them a great way to cross check previous answers. It reiterates what they really want in a cut and what area or length is important to them. If they barely touch the ends, then this client is nervous about losing length but if they grab a handful of hair and look to cut fistfuls off, then they are clearly ready for a major length change.
What products are you using on your hair? What appliances do you use?
When asking these questions, it’s important for the hairdresser to remember that they’re not reallylooking for brand, they’re looking at what it’s doing and how they, as a professional, can help make it better.
With either of these questions, one can wonder if a client holds back at all. It’s suggested that a disclaimer be announced at the beginning of the interview indicating that expensive services, product or tools are not being pushed on them, but instead they are being offered solutions to any problems with their hair.
“When it comes to product,” says Ryan, “I’m using what’s available in my salon. I chose to have these particular brands in my salon because I believe in them. You will find these same products both at my station or backbar as well as at my home in my shower. We are not a commercial, or a hard sell. I don’t want the client to have more products than we do. Instead of pushing a product on someone, I instead recommend it for next time or when they run out of what they are using now. Giving a brief lesson on how to style their hair, I show them how to use product and appliances appropriately and get the most out of their cut.”
Follow Up Questions
Once the client returns, or with any returning customer, the Teals have another set of follow up questions to see how everything went with the new look. It’s a much shorter series as the groundwork has all been done with the initial 20 questions. These follow up questions run the gambit from what they liked, even disliked about the cut, color, style, length, texture and ease of styling.
They also ask if the client is using some of the styling techniques, products and tools that were taught before and if so, how they worked.The answers paint a very precise picture of how well the client is doing with the new look and lets the hairdresser correct any issues that may need to be addressed.
“It’s about “Teaching Artistry”, adds Ryan. “My haircuts are technically free, it’s the lesson I charge for. I feel it’s important that when a client leaves my chair they need to be able to do the style at home themselves and it’s my job to teach them. To insure their satisfaction, I learn as much as I can about them, their wants and desires. Their lifestyle, specific tastes and level of effort to achieve the goals with their hair. In addition, I teach them what I can to style at home with only the product and tools that they really need. If they are happy, they’ll remember you in a positive way, thus invoking a significant emotional experience to cause them to remember for the next six to eight weeks until you see them again. That is, after all, why most of us became hairdressers…right?”
Successful salon management involves keeping a tight ship and making sure you know what your clientele wants. Here are several great tips to help you manage:
Trends
Keeping up on current hairstyle trends in your area is a must. Make it a priority to know what looks are trending so that you and your salon can stay current by learning new techniques to appeal to your market.
Look and Listen
Pay attention to your clientele. To what they say, and moreso what their body language says. What does it say if a customer says they love their new look, but you never see them again? Some people are hesitant to voice their opinion, so you have to watch them closely. If their body language is telling you something, or their facial expressions look concerned or disappointed, politely offer another option.
Pricing
While you may not want to offer your services at prices so low that customers see it as sub-par work, you need to make sure you aren’t charging so much that they can’t afford to come back a week or month down the road. Look for a balance between too high and too low.
Variety
Think about turning your hair salon into a full service salon. Look into offering facials and other spa services, as well as manicures and pedicures. Also, be certain you cover all of your bases with hair by offering cutting, coloring, styling, and texture services and even some specialties like extensions.
Dress Code
Set a dress code with clear and defined limits for your staff. If in doubt go for all black or even neutrals. In addition to helping hide hair color stains, black is a very universal color that is easy to fit into any wardrobe style.
Environment
Your customers are looking for a warm and inviting salon so that they feel comfortable. It’s important that you provide them with a welcoming environment that is clean and well kept. Remember that first impressions are everything!
Controlling Overhead
Another important factor in successfully managing a hair salon is to keep tight control of your overhead. Do your research and know what retail products your clientele will purchase to avoid having a surplus of merchandise.
Limit the number of employees your salon hires to just what’s needed and then hire accordingly as you grow. While it is sometimes a good idea to have stylists that specialize in a specific area, it is also important that most stylists have the necessary skills to meet most every customer’s needs.
You can also improve your bottom line by reducing office work or eliminating overly redundant employees. Ask yourself, are your stylists really too busy to take time between clients to tidy up themselves? That would lessen the need for a cleaning crew or for them to come as often. Also, consider salon scheduling software to help eliminate the need for a dedicated receptionist or as many receptionists.
What other ideas can you think of to help effectively manage your salon? 
It’s easy to confuse the responsibilities and benefits of social media with that of community management. To help clarify the two entities and identify the best talent for the responsibility in your salon, take a look at this well crafted article by Sarah Judd Welch – CEO/Head of Community Design at Loyal Hello! as posted on American Express OPEN Forum.
The Difference Between a Social Media and Community Manager
Though they can overlap, social media and community managers serve two different business functions. Here’s how to maximize the efficiency of both roles.
If every other company seems to be hiring a community manager these days, it’s not your imagination. Demand for the role has grown 29 percent year over year. But a quick look through job descriptions for community managers may leave hiring managers confused. Isn’t this the same role as a social media manager?
Though the roles may overlap at some companies, they’re different job functions. Social media is an online marketing and communication channel defined by the ability of consumers to create their own content and directly interact with brands and other consumers. A social media manager manages this marketing channel and sometimes also manages the marketing content distributed on the channel.
The goals of social media are to:
While some are still struggling to figure out the Millennials, Generation Z is growing up behind the scenes. Is your salon ready to market to this new and emerging crowd, let alone to hire them?
Born after the mid nineties, Gen Zers are very different than their Millennial counterparts. They are an upbeat and passionate group that wants to take an active role in their communities and their futures. Gen Zers are also independent, entrepreneurial and resourceful, courtesy of growing up during a recession.
Gen Zers are the first truly mobile-first generation, so they place a big emphasis on personalization and relevance. They seem to prefer in-person to online interaction and are educated in emotional intelligence from a young age.
These kids are so mature and eager to listen that they learn fast. Gen Zers are also curious and driven, investigating how to obtain relevant professional experience even before college.
Businesses, including salons, will have to rethink their recruiting and marketing practices to attract this group both as clients and as future salon professionals.
Those who want to take advantage of the Gen Z market need to develop relationships with teenagers in grades seven through 12. To cater to a new set of ever-evolving style trends and to always offer a fresh approach to any services, promotions or events.
On the recruiting side, the suggestion to salon owners and managers is to get into the schools, provide mentorship and education, and put themselves in a position to help shape the career decisions of Gen Zers. To harness the excitement high-school-age kids have about their careers and help them explore their options in the salon industry.
Here are some interesting facts about the next generation of workers and spenders:
Do you find yourself at a loss when it comes to effective ways to promote your services, sell product and build your business? The truth is that learning how to do effective marketing promotion is essential to keep the salon doors open and to maintain a clientele hungry for your salon’s offerings.
Own it
Before you start promoting anything, make sure to choose an idea, product, or service that you really believe in—not something that you just find interesting or that a product manufacturer is pushing.
Also be certain in whatever you promote before you start singing its praises. If you’re not ready to believe in what you’re promoting, then how can you expect anyone else to believe in it?
A Better Offering
One of the best ways to make marketing easier is to offer something that is simple to promote, and if you’re lucky, sells itself to some level. Consider enhancing an existing salon service, adding to your color line to accommodate trends or expanding your retail – all simple ideas that build on existing offerings and increase your value to your clients.
Value First
If you want to be a great promoter, start by showing clients how your product or service can provide value.
For example, you want to bolster your referral business (and bottom line) and you are willing to offer a free conditioning treatment for every referral that leads to a booking. You don’t start by asking your clients to serve up their friends and family as referrals, instead lead with the reward or benefit, in this case the free conditioning treatment. Something like: “How would you like a free conditioning treatment? Simply refer a friend and I’ll add it to your next service.” Simple stuff!
Problem Solve
Instead of offering a service or product and looking for a way to sell it, be on the lookout for problems to solve. Listen to clients when they mention an issue they are having with their hair and then find a way to offer a solution.
For example: You are having an especially humid season and your clients complain about frizz. The solution may be to amp up your promotions for smoothing services and to offer more retail products to smooth and seal hair. Use the problem to your benefit with well-positioned “Frizz-Busting Solutions” in your advertising and salon promotions. Consider aptly designed point of purchase (POP) displays, mirror decals or signage at each station, mentions on social media, as well as in direct marketing pieces such as email blasts. In such a case, you effectively identified the problem and offered a solution, not get the word out there! 
We all know that more retail sales equals more profit but do you know that your conversation with your client is where the sale starts? It’s true! Initiating conversion when a client is having their treatment / service allows you to gain their trust while analyzing their at-home hair care and styling needs.
It’s also an opportunity to subtly plant product suggestions for easier or better at-home care. It just takes a little time and effort to master the process while jump-starting your retail sales bottom line.
Product Informed
First, get to know the products your salon offers and their capabilities so you can effectively recommend the best solutions for your clients. Read the labels, visit the brand’s website, try things out to get a feel for what it can do and then make note for later. This is part of the education process that will help you become a better retailer.
Assumption Free
Dismiss any personal beliefs you may have about pricing for the salon’s retail offering or make assumptions about what the client can or cannot afford. Your responsibility to is to recommend the best possible solutions for their needs, to point out the differences over less expensive or “drug-store” brands and then let the client decide from there. Your attitude and enthusiasm for the product does play a factor so make sure you are conveying the right message to your clients.
Pay Attention
It’s always important to understand as much as you can about the client rather than make assumptions or offer a generic sales pitch. Make an effort to get to know their hair, how it behaves, problem areas or even struggles the client may have when styling at home. Ask your client what’s important to them when it comes to product performance or what their specific hair care needs may be, that way you can unlock their key reason for accepting a sale. Don’t be afraid to ask them about their styling and daily care regime and what areas they feel could use some help.
Subtlety is Key
This is where problem solving comes in. Offer styling tips, techniques, as well as products and tools to help solve any issues they may be having. Show them the steps you use to style their hair and offer better ways they can do the same thing for themselves at home. Now that you’ve offered up some (free) advice, it will be much easier for them to step up with purchasing retail when they check out.
Also, remember to communicate the importance of using high quality products on their hair and why it’s vital to buy products from the salon versus online or at the drugstore / supermarket. And when clients do make a purchase, thank them for supporting a local (likely small) business. A little thanks really can go a long way! 
Salon owners and booth or suite renters, do you ever wonder how you can tell if your business is a success? Is it enough to put in 12-14 hour days or to promote your services endlessly? While only time will tell if a business is successful or not, here are five simple ways to determine whether or not yours is on the right path.
In the Black
Profitability, or running your books “in the black,” is probably the first thing people think about when measuring success. Basically, is the business making money? If there’s any money left after paying your monthly bills, then you are doing something right. However, if you find that your bottom line is always running “in the red,” your chances of success become much less likely.
A Growing Clientele
Having a clientele that is growing is a sure sign of success. It says that you are reaching your target market. The long-term growth of your salon is tied directly to your ability to not only reach your target market, but to expand your clientele to accommodate your long-term goals. Without an ever-expanding customer base, your success will be limited, at best.
Customer Satisfaction
The satisfaction of your customers is an indication that your company understands the needs of your salon clients, which is crucial to the strength of your business. Just remember: Happy clients tell a few people about their positive experience while unhappy ones tell at least 20. Having strong customer service polices will help insure the success of your company.
Employee Satisfaction
If you have employees, it’s important to do everything in your power to keep them happy with their job. Employee satisfaction spills over into the work environment and is contagious to others. Unhappy employees, on the other hand, become a major problem for moral. Develop a work environment that rewards employees for their hard work and let them know that they are appreciated, that way they are much more likely to go the extra mile for you.
Owner Satisfaction
Much like with your employees, if you’re happy, the work environment is happy. On the other side of things, if you’re not pleased with your business, it won’t be long before your dissatisfaction affects everyone else, including salon customers. Every once in a while do a reality check to identify the source of any dissatisfaction and then make the needed changes before it’s too late.
Surprisingly, few salons take full advantage of social media and its potential reach. In today’s day and age, that’s simply shocking! It just takes some time, effort and upkeep to allow it to work for you.
Although most salons do have a website, their social media presence usually remains scattered at best. Too many times an old Facebook page sits dormant, twitter account remains tweet-less and Pinterest goes unpinned, while younger staff dabbles instead on Instagram and other platforms for their own benefit. In such a case, there may be an occasional makeover or up-style posted, but those are usually found on personal accounts mixed in with food posts, cute puppy snaps or what should be private rants. Not exactly the most professional presence for a business!
If your salon does not already have a social media presence, it’s time to step up with one. And if they do have social media accounts, it may be time to fine-tune the existing presence to be more professional looking and effective. Here are a few suggestions:
Handle This
Much like a business is all about location, location, location, social media is about being found, liked, followed and, hopefully, shared. In order to be shared, your business profile must be easily found. If you don’t already have them, set up accounts on all major social media platforms using easy to remember and, if possible, consistent handles (@YourSalonName).
Brand Power
Consider setting up your profile with your actual logo, not just a picture of your logo, and a “hero” or beauty shot of your salon or the benefits from your salon (hint: it’s great hair). Align your profile if possible with brand colors and make sure your logo and or signage appears occasionally in posts to keep the profile / page branded.
In the case of your salon Facebook page, fill in the section that allows you to post your salon hours, location, summary, etc., and then swing around and add pricing information as a note. If the salon pricing changes, be sure and update this section right away. In addition to the summary “about us” for all social platforms, be sure and add links whenever possible to other social media platforms, as well as your salon webpage. That way everybody can find more information about your salon, maybe even book an appointment, with little effort.
Consistency is Key
Once a presence has been established, set up a regular schedule of posts at least a few times a week. Don’t just wait for something to happen…Plan ahead: Like a month at a time. Also, assign others the task of keeping up the presence if you are too busy. It can be the regular duties of your receptionist, a responsible assistant or anyone on staff who has the desire. Or, perhaps you assign it on a rotating basis so you get the benefit of multiple admins. You can also hire an outside social media specialist to do it for you. Regardless, just remember to set standards and to give them the needed ammo to keep up the posts.
Here are some ideas for possible social media posts that salons may wish to consider:
Newsflash! Most of your clientele does not come to you solely because of your talent as a hairdresser. They naturally expect good service and a great end result, but what keeps them coming back is, well….YOU! In truth, it’s your witty conversation and ability to listen. To them, you are their salon therapist.
Even if you are the best hair cutter, colorist or even finisher, if you can’t chat it up with your clients and engage them in conversation, you will never be as successful as other salon therapists who can. Why not make the most of the time you have with them and keep them coming back for more in later “sessions”?
Get Them Talking
Ask questions about your client’s day, their family, work, special plans for the weekend, etc. Anything that gets them talking. As much as possible, go for the type of questions that require more than a yes or no answer, that way the conversation keeps going and it’s not just you talking.
Research Topics
Keep up on current events, pop culture and what’s trending so that you have something to talk about. If nothing else it gives you a way to initiate a conversation based on your client’s interests.
Keep Notes
Try to keep records of your client’s interests as well as topics of any conversations you have had with them. That way the next time they come in, you have a better idea of where you left off.
Truly Listen
To live up to the honorary therapist title, you must be able to keep the conversation going with a client. That means intently listening to their answers to your questions and reciprocating, making sure the conversation is about them, and not you (unless they ask). Don’t work too hard to roll out the next question. Instead, roll with the direction they take the conversation.
Bonding Moments
Forming a relatable bond with your client will keep a relaxed and friendly conversation rolling. However, sometimes for whatever reason, the conversation simply stalls or never truly develops a good rhythm. If things are not going well, consider subtly mimicking body language and speech patterns. The tactics, if kept under the radar, are ways of making yourself seem more like your client and therefore more relatable. The key thing to remember is that conversation is a two-way street and if nothing is working, you may simply just not click with this specific client. Learn from these experiences and work to target the type of client you want in your chair. That way the 30-90 minute service flows along nicely, like the conversation!
Do you have any other ideas that have worked to spark up a client conversation? 
We all shutter at the thought of an IRS audit but sometimes it’s unavoidable. To lessen your chances of this nightmare happening to you, study up on the practices that make the possibility of an audit more likely.
Salon owners and booth renters: Consider the following to help reduce your chances of the A-word:
Cash Transactions – Businesses that have a lot of cash transactions, including tips, are among the most audited. Be sure and keep detailed records, including your tips and don’t forget to declare income.
Unprofitable Businesses – If your business doesn’t earn a profit for three out of five years, the IRS may consider it a hobby.
Business Expenses – As tempting as it is to write off personal expenses as business expenses, don’t do it. The IRS will dig even deeper if the records aren’t clearly separated.
Round Numbers – If all your amounts have zeroes at the end, such as $2500, etc., it may be a red flag, as the IRS may think that your business is estimating versus using actual figures.
High Deductions – If your business has relatively high deductions compared to the amount of income it generates, it might raise a red flag. Keep careful records to show all such deductions are legitimate.
Home Office Deduction – For some reason, the IRS is particularly interested in enforcing the provision that involves the deduction for a home office. Carefully weight the benefits of such a deduction over the increased likelihood of an audit.
The Right Help – Other suggestions to help avoid an audit include hiring professionals to help. A certified accountant is worth the expense and using a good bookkeeper and payroll service will make the recordkeeping and tax preparation a breeze.
Have you ever been audited? Any suggestions to help others avoid an IRS visit?
If you are a salon owner it will come as no surprise to you that retail sales in a salon are struggling. It’s a fact: 7 out of 10 guests leave a salon without ever having a conversation about home hair care. Salon owners who have booth renters often struggle with their retail sales business because unlike an employee, booth renters are not required to sell home care products, and frankly many feel that it’s not worth the effort. Therefore, I think it is time to look at this differently.
If you are a booth renter you are an independent business person who provides services for your clients in a salon. Like all business people you have to be sure to give excellent customer service and make sure your clients are happy and come back. As a business person, you have the responsibility of keeping your place of business open and the bills paid. Or said differently, paying your rent. Clients do leave for one reason or another, and it is often nothing to do with you or the service you offer, it just happens. You have to be sure that you have given them exceptional customer service. . . and that includes home care recommendations.
There are many proponents and opponents of the freedom and restrictions of booth rental but that is not the topic of discussion today. For or against, the fact is that whether you have clients or not, the rent stays the same and has to be paid. You and the salon owner share the same concern in this matter and if we stop for a minute and ask, “How can we help one another pay the rent?” We can see that there is common ground, so let’s look closer.
OK, salon owner. . . . You can make more money from the sale of home care products (retail). What if you gave a rent credit to your booth renter for every product they sold? How much that credit is worth, is between the two of you. Sound interesting? Let’s step it up a notch.
OK booth renter. . . . You may not have the time to spend discussing home care products with your client, because the next client is waiting and you gotta go! What if someone who is specially trained and certified to give home care product recommendations could do it for you and you were compensated on any sale they make?
It’s an idea whose time has come and I welcome your comments . . . . . more to come. 
Want a great way to reward loyal clients while keeping them coming back? Consider a Salon Loyalty Reward program. Whether it be a service or retail buy, points can be rewarded every time a customer makes a purchase and these points can later be redeemed in the salon for any product or service.
Many major retailers are offering some sort of loyalty program, so perhaps your salon can benefit from one too. If this sounds of interest, consider the following suggestions.
Make it easy to enroll in the program and to accumulate points. Consider automatically enrolling clients so they don’t have to opt in and have all points tracked through your accounting program if possible. Send out regular updates so clients know how many points they have earned, how they can earn more (great opportunity for various promotions) or how they can cash them in.
In the very beginning come up with an exchange rate: For example reward one point for every dollar spent in the salon. For redeeming, 100 points earns $5.00 (or whatever value) off of a later service, 200 points receives $10 off, etc. Do make it perfectly clear if reward points can be used toward gift cards or if certain products or services are not eligible for the program.
Next, outline ways clients can earn extra points beyond their regular service or product purchase. Consider add-on points for:
Yes, it ‘tis the season for giving…and with every client who sits in your chair this week and next, you have the perfect opportunity to solve their holiday gift-giving dilemmas. Gift cards! Yes, those trusty little cards you opted to order for the salon are about to pay off big time.
So, are you promoting the heck out of this handy little tool? Probably not! Here are some suggestions to amp up the gift card sales while you have the chance.
1. Send out an e-blast to your clients letting them know that your salon gift cards are available and that they would make a great gift for friends and family.
2. Shout out a similar message on your salon’s social media. Invite them into the salon to pick up one of these handy little stocking stuffers.
3. Display small counter signs or mirror decals at each station. Let admit it, you have a captive audience while they sit in your chair. Take advantage of the time and send clients the idea to solve their gift-giving needs.
4. Have tastefully designed signage at checkout. This is where last minute decisions are made, so make one last pitch. If appropriate, consider having the receptionist ask the client if they’d like to share the gift of beauty this holiday season.
What other sales amplifying ideas have worked for you in the past? 
Many salons work with local artists to cross promote their talents with the salon’s clientele receiving services. Bare salon walls are livened up with new works of art that rotate out every few months to give a fresh breath of life to the salon interiors all while offering great exposure to budding artists. And the gallery opening events in your salon are a perfect opportunity involve and grow both sets of clientele.
All in all it can be a win /win for both parties, but beware the pitfalls should something go wrong.
It seems like an easy exchange: They hang their artwork and your salon gets a new look, not to mention a new topic for conversation with clients. But what happens if they damage your walls during installation? What if there is a break in, or color splashes on the artwork, or a client or gallery opening attendee punctures the canvas? Who is liable?
Naturally that would depend on the insurance both you and the artist have purchased and what coverage for which you have each made provisions. In the absence of the artist having specific insurance for the artwork that would cover gallery installations or other showings, the liability in such cases would likely fall upon the salon owner. Gasp!
Before allowing artists to hang (or showcase) their work in your establishment, take a moment to talk with your insurance provider to see what, if anything, would be covered. Consider asking the artists to provide their own insurance and request a certificate of insurance from them that specifically names your business in the coverage.
Also, come up with an agreement in advance as to how installation is done, who covers expenses for gallery openings (parties) in the salon and how sales of any artwork would be handled. Discuss and agree (in writing) upon what percentage, if any, the salon will receive for such sales and who is responsible for what for all aspects of the arrangement. Being prepared will eliminate the surprises down the line and allow you and the artists to benefit from the alliance. 
Many salons have branched out in the retail arena and have included much more than just hair care or even beauty products. Wander into some establishments and find a full array of everything from candles to jewelry, scarves, clothing and even handbags.
Some salon owners swear by the merchandizing tactics and have dedicated a fair amount of retail space for salon clients to browse. Many have found great success with offering other wares and some have even branched out and added onto the salon or even eliminated a few stations to make room for merchandise.
Other salon owners claim that it’s a waste of time, space and selling opportunity for hair care or even hair services. They feel the real opportunity is with more busy stations and simple shelving packed with hair products and tools to support the craft.
What’s your take? Would your clients like to see a wider range of products beyond just hair, skin and nail care or would additional offerings simply gather dust? 
Founder of Salon Operating Systems, Walter Claudio is the owner of Walter Claudio, an Aveda Lifestyle Salon Spa in Santa Barbara, California. After witnessing the practices and methods of various restaurants, Claudio applied some of the same principles to the salon industry. He saw that a standardized mode of operations was the key to creating an efficient and successful color business model, so he developed the Headmapping® hair color system. He is also the designer of the HeadMapping® ColorMix Collection by etopa®, and the co-creator of ColorBiz®, the first software for colorists.
This Headmapping system specifically defines areas of the head into sections, creating a “map” that determines exactly how much time, effort and product is required to perform each color service. Stylists can then dispense the right amount of color for specific color techniques, as well as amounts of hair being colored. For example, a client with shorter hair would require less color and likely less application time than someone with long, thick hair, therefore the two services would be priced differently.
With the Headmapping system, there is mush less waste associated with color services, which in turn helps increase profits. In addition to minimizing waste, it helps clearly defines pricing for color services and gives the salon an opportunity to increase revenue. And the consumer is left with consistent pricing and trusted results – a welcome departure from the salon roulette norm.
The color systems’ process also allows for a unique team approach to color services within the salon. With prior teamwork situations, multiple service providers working on one customer would often create a negative outcome, as too many hands involved would detract from the final product. Yet with a specified set of practices employed for each client, colorists can now collaborate on services, creating an artistic and inspirational whole that is greater than the sum of its parts.
Many salons have transformed their color businesses by incorporating HeadMapping standards, as they deliver consistent results and create stronger client loyalty. Strengthen your salon brand and add equity and value to your business by driving your color business with standards and proper training.
As a “Creative”, as I like to call hairdressers or any artist in this or other mediums, we thrive on making people happy with what we create. We live for chance to make others look their best and to be appreciated for these efforts. However, this gift of talent in one area is often met with a lack of aptitude on the business side of things. We tend to take things personally and have a hard time asking for the compensation we deserve in exchange for our time and effort.
The only way to successfully thrive, let alone profit, in any creative field, including hair, is to separate the creative side from the business side: To think of the business as its own living, breathing entity that has to be fed and nurtured in order to survive, let alone flourish. The creative side is just what you do, and hopefully love doing, in order to feed the beast (the business) and therefore feed yourself (and your landlord, bank, etc.).
So, what are some ways to help with this balance? First, come to grips with the fact that this industry is all about increments of time, and since time is money, you need to charge enough for the service you provide in a certain amount of time in order to keep the business happy and healthy.
If it takes you a half hour on average to do a men’s haircut, for example, that half hour of your time needs to have dollar figure attached, thus attaching a value to the service itself.
The same holds true for more complex services, especially those that have direct costs associated. Take color for example. The pricing for your color service needs to take into consideration how much time it typically takes to perform that service PLUS the direct cost for the color itself. In this case take an average of how much actual color a specific service requires and add the time it takes to perform that service.
To figure the hourly rate needed to sustain your business, add up your business overhead expenses (rent, business insurance, utilities, towel service, wages, etc.) and divide that figure (per month) by the number of hours you aim to book per month. This model will work for a single chair salon or a chair rental situation. In the case of a multi-chair salon, divide again by the number of filled stations. That amount is what you have to (or each station has to) charge per working hour just to keep your doors open (or rent your station). It does not take into account any taxes that will be owed, any sort of a draw for your for own living expenses or commission owed to other stylists, let alone any profit.
Now, refigure this hourly rate taking taxes into consideration, your living expenses (if you are a booth renter) or commission to other stylists (if you own a commission salon) and add 20% for a low-end profit. That’s your starting point for pricing. Anything more is icing on the cake…and anything less is killing your business. 
Last week we discussed dealing with perpetually tardy clients and offered ideas about how to deal with the situation. But what about that client who is rude, mean and so self-centered that they don’t care that they are late or disruptive? We all have at least one of those, and let’s be honest; they make life miserable, not just for you, but also for staff and other clients too. Nobody wants that kind of negativity in the work environment or when they come in to have a salon service done.
Once you’ve done everything in your power to accommodate an overly difficult client, do some soul searching and dig deep to figure out if they are worth keeping or if they have become more work (and heartache) than they deserve.
If this one client is poisoning the well for others, it causes a drain on the business and on your psyche. In simple terms, this “poison” must be cut out for others to flourish. Yes, I am suggesting that you consider “firing” your client for the sake of the business.
It’s Not You, It’s Me
If you are in a commission salon, bring up the issue with the owner or manager and ask them to step in on your behalf. It’s up to them if they want to take the client on themselves, offer up another stylist, or in severe cases, ask the client to look elsewhere for their beauty needs.
If you are the salon owner or you are a booth renter, therefore a business owner, it’s up to you to take the appropriate action for your business (and well-being). Understand that there is a time a place to draw the line with difficult clients, and if all else fails, you need to take action and politely ask the client to go elsewhere.
I have found the following to be some the most tactful ways of handling such a situation:
Suggestion 1: “As much as I would love to keep trying to give you the level of service that you deserve, I believe that I have done all that I can for you. You would be better served elsewhere.”
Suggestion 2: Let’s be honest…You and I are not the best fit. As much as I appreciate your business and having you as a client, I feel that you would be better off taking your business elsewhere.
Have you had such dealings with a difficult client? And if so, how did you handle the situation? 
It’s 9:00 am on a busy Saturday and your first client is a half hour late. What do you do? Do you take them anyway and make everyone else suffer by running late all day? Do you pawn them off on an assistant or someone new in the salon (or anyone with an opening), thus taking a chance of losing them as a client? Or do you send them home and try to reschedule? If you reschedule the appointment for them this once, will it happen again?
The answer is not that simple and naturally depends both on the situation and the individual client. If you can manage a compromise to keep them happy and not mess things up for your other clients, you step up…naturally. Despite the best of intensions, a client can be late: Traffic, car problems, issues at home, etc….it happens! However, what if this were a regular problem with this client? What do you do?
First off, bad on you for allowing a perpetually tardy client to book an appointment on such a heavy day, especially so early in the day, which can affect your schedule from that point on. If a client has a tendency to be late, consider a later appointment or one on a less busy day. You can also tell them a slightly earlier time in hopes of them actually being on time, but this does take some coordination with the receptionist or whoever takes the bookings. Perhaps there is a special increment of time that can be designated for any serially late client (who is getting a specific service) – it might be worth looking into.
You may even have to come clean with your late-a-lot client and let them know that there is an issue, as they may not be aware it. Let them know that you really do want to make them happy as a client, but that you have to think of your other clients and need to them to either take a different appointment or make more of an effort to be timely. Most people are reasonable and will understand that you have to do what’s needed for the sake of the business. And even those who have no sense of time can come up with ways to make sure they are doing their part for the sake of the stylist / client relationship.
Tune in next week when we explore how to deal with those who are 
We all have THOSE clients…you know the ones. They are perpetually late, cancel often, and typically, as fate would have it, complain the most. In this multi-part “The Delicate Issues” series, we offer some proven tactics to deal with cancellations, no-shows, and that client you wish would just go away.
Cancellations & No-Shows
It happens. Life throws a few curve balls and causes us all to have to alter our schedules to accommodate. For those one-in-a-while glitches, we accommodate the best we can and simply look the other way. However, when cancellations become habit, or worse, no-shows start to happen a little too regularly, we have to look at a solution.
As salon professionals we all know that services are broken down into units of time, and time wasted on no-shows or last minute cancellations can be costly to our business and the salon’s bottom line. To help minimize the issue, let’s look to the restaurant industry to see how some eateries are coping.
For some high end restaurants and almost all hotels a policy has been implemented to keep cancellations and no-shows to a minimum. When a patron makes a reservation, a credit card must be given (or kept on file) and a strict cancellation or no-show policy is enforced. The policy does not eliminate the issue completely, but has proven to drastically curb the problem.
How to Implement Such a Policy
Since we are in the service business, we can’t just arbitrarily start a policy that may make clients feel singled out…even the ones that should be. It’s best to pick a specific point in time, like the New Year, and start the policy as of a certain date with ample planning and notice. Send out an email or newsletter letting patrons know of the change, the need for a credit card to be on file and what the charges will entail should there be a last minute cancellation or no-show. Keep in mind that you need to specify what constitutes “last minute” and what the charges might entail should a cancellation or no-show happen.
It may be a little rocky at first, but you will most likely find that your bookings will be taken more seriously once a dollar figure is attached.
As the style conscious among us know, this past week has been dedicated to NYFW, or New York Fashion Week to the layman. It’s the time of year that big name designers unveil their latest creations and usher in another buyer feeding frenzy for designer-oriented retail outlets worldwide.
Another benefit of NYFW is the style direction it tends to lend to the beauty industry. Many of us wait with bated breath to see what direction the big designer will go with hair, and even nails and makeup, so we can draw from this experience and offer up toned down versions for our clients. So, for those of who did not find yourself in the front row of fashion week or working backstage to create the tressed-up looks that perfectly accent the designer duds, here are a few observations to take back to the salon.
For the Marc series, Marc Jacobs embraced textured hair with bold, brazen silhouettes to balance the lanky lines and richly hued fabrics of his collection. Frothy texture and springy coils seemed to dominate the tress-accessory element of his show, even for the men. We envisioned lots of roller sets; backcombing and firm hold spray backstage in order to accomplish these over-achieving coifs.
Designers Mark Badgley and James Mischka, known as Badgley Mischka, went for a retro vibe to their clothing designs, but opted for counter measures for the hair. Instead of walking on the vintage side with retro waves and Liberty Rolls, they built the hair to completely contrast the clothing with a loose, undone vibe that borders on BOHO Chic. In the salon it would translate to easy-care hair with a soft, touchable finish and a flutter of texture barely there through the length.
Designer Carolina Herrera went a different route to top off her always-classic designs. This season, think polished perfection with a twist. Seamlessly smoothed-back strands gather in back and then twist and loop into a flat-ribbon-like edge. It’s elegance meets edgy with a polished finish. Easily translated into the real world, these designs equate to polished buns, and oh-so-elegant up-dos for any occasion. Perfect for the pending holidays!
Want to inspire your clientele with these runway looks? Consider running footage from NYFW on loop in the salon. It gives clients a glimpse into the designer world and may segue into a new look for the client. You never know what a little visual influence can achieve! …Queue the catwalk! 
eLearning is going to change our industry! I’ll say it again . . . . eLEARNING IS GOING TO CHANGE OUR INDUSTRY! So, what the… who the…why, all this yelling about eLearning? . . . . . Sorry, I just wanted to get your attention and hopefully I have.
Let’s take a quick look at our industry from 30,000 feet for a minute. The Professional Beauty Association (PBA), report there are more than 1.1 million beauty establishments in the US. 83% of which are classified as non-employee establishments. Translated, that means independent contractors, booth renters and single salon businesses dominate the landscape. Distilled down further it means that there are a lot of salon professionals in charge of managing their own business, and most would welcome help to be better at it.
If we add another factor into the equation, we see that clients are visiting their hairdresser less frequently. Brought on initially by the bad economy and perpetuated by longer hair styles that don’t get cut often. Savvy salon professionals have looked to other sources of revenue to keep clients coming back regularly. Hair color, straightening treatments and hair extensions have risen in popularity in the last decade. New services are being dreamed up daily, all in an effort to give the salon professional ways to make a good living. Translated, that means more training is needed on more services now than ever before.
So where does eLearning come into this I here you say? Good question! eLearning is a new way to deliver education and it is engaging and measurable and because its on-demand, its available when you are. Here are some 
Have you made the most of your circle of influence?
As a hairdresser, you are likely your clients’ somewhat surrogate family, BFF, and even therapist. Long-term guests in your salon come back time and time again not just because of your killer highlights or envy-worthy blowouts, because they like, trust and, to a large degree, need you.
Whether you realize it or not, you are more than their go-to beauty pro, as you likely know more about their work, family, friends, and even love lives. You are able to come into their personal space and share a more intimate relationship than even some marriages.
The question to you is this: Are you making the most of this trust with each client and thinking in terms of your full circle of influence with your entire clientele?
Just remember that they look to you for trends, subtle style changes to keep them current and expert advice for special occasions, so make sure you are doing your part to step up. You should be offering personalized and ever-evolving suggestions, DIY styling advice, hair and color care advice with product and tool recommendations, even suggestions on the best wardrobe and makeup color palette to go with their new hair color choice. The more that you can offer them in terms of sincerely customized advice, the more they will trust your advice and opinion on a variety of matters.
Trust, like respect, has to be earned, so do your part to build up your client’s confidence and absolute trust in you, your abilities, and even more so, your opinion.
Every three months you should take a client retention check-up
It will take you about an hour to review your books. Look over them carefully see how many clients have reappeared. Also how many times within three months you should see every client at least twice.
Then use the math you use every day when mixing color, completing precision cuts and figuring your clients totals. To calculate the percentage of clients that you are retaining and the percentage of clients that are chair hoppers or you are possibly losing. If those numbers shock you. You might want to work on your customer service. Customer retention is 80% customer service!
XO~S 
I like to think that people who decided to “Do Hair” made their decision based on the ability to make money. Making a six figure salary is, and should be, a goal that hairstylist have. I recently had the privilege of sitting in on a class presented by Sylvester Bailey with Design Essentials. He discussed how using the 3 R’s will not only expand your business, but will have you well on your way to a six figure salary.
Those 3 R’s are Rebook, Retail and Refer
Rebook
The best type of clients are the ones you already have. It’s important to have them book their next appointment before they leave the salon. Even if they don’t know exactly when they want to come, make them book a tentative appointment that can be changed later if necessary. Salon booking software systems are great because many of them send your clients follow up emails when they book appointments. A lot of software systems will even send a reminder email to a client who hasn’t been in for a while, asking them to return for a service.
Retail
Everyone does something to their hair between visits. Whether it’s shampoo, refreshing the style by flat ironing or simply wrapping. Each client is a candidate for retail. Be sure to have retail products that you use in their hair available for purchase. Also things like combs, brushes, satin pillow cases even tools like flat irons (if your budget allows) are great products to have available for retail.
Refer
Everyone knows our main source of new clients is word-of-mouth. Let your clients know to send you more clients like him/her. You know… good looking people with a steady income. 😉 You can set up some type of incentive like “for every new paying client they send, you will give them $5 dollars off their next service.” Make it fun by giving them style bucks that you design to look like actual cash that they can spend on services with you. Or you can offer them a free service for a certain amount of referrals. Either way, if you’re awesome, they will refer! Sometime that little extra incentive you offer will give them the push needed to refer their friends and family to you for great services.
So in conclusion just using the 3R’s concepts will have you twice as busy in a shorter period of time. Don’t take this valuable information for granted. Rather put it in to action immediately and watch your numbers grow. 
We’ve all faced criticism – it’s simply the nature of a creative field. However, when an unhappy customer takes to Yelp or posts unfavorable ramblings to a review site, the consequences to your business, not to mention your ego, can be devastating. Here are a few tips to repair the damage, salvage customer relationships and start on the road to recovery.
Who Should Respond
It’s important to have a plan for dealing with negative reviews, customer complaints and social media jabs that could damage the reputation of your business and impact sales.
First, designate someone in your salon to actually handle any complaints or bad reviews, but have a backup in place should that person be unavailable. Initiate a plan within your salon for notifying this person of an issue, as well as a plan for how that person can step in, investigate, act and follow up. Be sure that your plan also provides training for anyone who could find him or herself in the position of a spokesperson needing to defend the reputation of your business.
What Will Merit a Response
It is impossible to please everyone all of the time. A few negative comments are not likely to damage the reputation of your business provided there are plenty of positive posts to balance things out. As a PR professional myself, I typically respond to all negative posts on behalf of my clients. It’s very different, however, if you are handing things internally as there simply is not enough time in the day to chase everything down. My best advice is to trust your intuition as to which reviews or comments warrant a response.
However, an angry customer who does not get a response when they expect one can be a ticking time bomb, especially when it comes to posting on social media. In such a case, make it a priority to reach out and follow up as soon as possible, as the consequences could be devastating. Lesson: make sure to monitor your salon’s social media (and in-box for email).
When to Respond
Before responding, take a few moments to investigate the complaint and how the post was made (explore the policies of the platform where the review was left: Yelp, CitySearch, Facebook, Twitter, Google+, etc.) but don’t wait too long to take action.
Where to Respond
In a perfect world, you would leave a response directly at the source. For example, if the poor review posted on social media, the best place to respond would be a direct reply or private message, or even reach out to them through email if needed. If it’s not possible to leave a direct reply or email, post an open response on your own social media page, blog or website.
How to Respond
When you do respond, make every effort to keep the response positive and ALWAYS take the high road. At all costs, avoid making comments that could be taken personally, but at the same token, look past any jabs cast by the person who made the complaint. Don’t take too much of what they say personally as they are upset and probably lashing out. Focus instead on the merits of your salon and offer amends that can lead to a positive outcome. Always start with the question of what you can do to make the situation right for the customer. Re-doing the service, offering a complementary service or product or, if needed, a refund are ways to help the situation and hopefully turn the unhappy client into a loyal one.
Why Clients Complain
Most customers with a complaint just want to know that their voice is heard, so to speak, and that any issues will be remedied as quickly as possible. They are usually just frustrated and have found an easy outlet. As long as you make a genuine attempt to apologize for any errors (real or perceived), and offer a solution based on the needs of that client, most complaints or “bad blood” will dissipate quickly…and you and your salon are the better for it.
Just remember, for every complaint there is an opportunity to improve your business, so don’t miss out on the lesson!
Kelly Taggart is co-owner of Purely Visual – A marketing, PR and imaging firm that works exclusively with the hair and beauty industry. For more information, visit 
Etiquette Consultant Rebecca Black in a past blog stated: “One of my favorite quotes is from Supreme Court Justice, Clarence Thomas: Manners will open doors that the best education cannot.” My interpretation of the quote is that our good manners are the key to open doors of opportunity. Good manners are perceived by others as excellent “people skills”, which are so highly prized by employers. However, in a world of text, Instagram and facebook, the art of conversation is becoming a lost art.
Communication is not the problem, in fact there is a school of thought that we have too much communication. No, what I mean is the art of starting and continuing a conversation that is not gender or age exclusive. Going back in history, it was common for families to spend evenings together entertaining other families. In the course of the evening it was considered good manners to engage in conversation, and everyone was expected to contribute. Young and old laughed and talked very freely in a polite manner, skillfully avoiding controversial or sensitive topics, and everyone got along. As time moved on, family evenings and light conversation became a thing of the past “family time” was shortened to meal time maybe one or two times a week.
Today, busy lifestyles rarely allow for a traditional family meal, except on holidays, and I’m sure you have seen groups of young people sitting together in a restaurant in complete silence with their eyes glued to their Smartphone. So what does this all mean to me, I here you ask?
It means that many salon professionals are not practicing the art of casual conversation; and yet, that is what helps you create a bond with clients, earn trust and skillfully network. All of these skills build a clientele and help you become a sought out professional. Every successful salon professional I have ever met, is not only technically skilled but has mastered the art of conversation, and uses their charm (good manners) to continually draw people to them.
If you feel a little lost in this process, it’s probably not your fault. Fortunately there are lots of places to get help. I like this website: 
On a beautiful spring Saturday morning Ann sits on her deck drinking her morning tea and checking her email from her smart phone. She gets an email from her salon reminding her that it has been 5 weeks since her last color and cut. She has a big presentation on Wednesday and decides it would be good to look her best, so she links to the salon website directly from the email.
At the salon website she logs into the Online Scheduler to book an appointment. At login Ann is given information about a new shampoo and conditioner that will extend the life and eliminate fading of the color service she receives regularly. “Hmmm, sounds good.” She looks at Tuesday’s salon schedule and sees that her favorite stylist, Brandon, has an opening at 6:00 pm. Perfect! She schedules the appointment. At the same time Ann is reminded she is probably running low on the mousse and hairspray she uses, and asks if she’d like these products reserved for her on the day of her appointment. Ann reserves the products and adds the new shampoo and conditioner to the reservation. She logs out and returns to her email to see that there is now a new email from the salon confirming the plans she’s just made for Tuesday.
Monday morning Ann receives an email requesting confirmation of her appointment and product reservations. Ann’s husband is running low on the gel he uses and has asked her to pick one up on Wednesday, so she adds it to her product reservation and clicks to confirm her appointment. In the salon, the appointment changes color in real time, letting them know that Ann has confirmed.
Ann arrives for her appointment on Tuesday and the receptionist, Julie, greets her and checks her in using an iPad. The salon software alerts Brandon that Ann is here and lets Julie know that Ann likes mint tea and usually wants a cup first thing. Julie says to Ann, “While you’re changing into your gown, can I get you a cup of herbal mint tea?” Ann answers “yes please” and thinks to herself how amazingly pampered it makes her feel that Julie always remembers every little detail and personal preference.
A few moments later Brandon greets Ann in the reception area and walks her to his station to have a consultation. They decide that for spring they’ll add a little “more blond” to her highlights. Brandon goes back to the dispensary and with his iPad checks the previous color formula to make the appropriate adjustments. While doing this, the software lets him know about the products Ann has reserved and reminds him that the last time Ann was in they talked about her son who had the lead role in the school play. Brandon returns to apply Ann’s color and asks “how did your son’s play go?” After a chat about Ann’s family, Brandon talks about the benefits of the new shampoo and conditioner for color treated hair. He adds a suggestion for a thermal styling spray that will also help to extend the life of her color. They talk about the importance of the proper care of color treated hair to keep it healthy.
After applying Ann’s color, Brandon escorts her to a comfortable chair where she will sit and process for 30 minutes. Brandon asks if she would like to use an iPad to read a magazine or surf the net. Ann says, “That would be great, and can I get a refill of that tea?” Brandon says “of course” and adds, “While you have a few minutes free, you might want to pre-book your next appointment. With Mother’s Day coming my schedule is really filling up.” From the iPad, Ann promptly schedules her next appointment five weeks in the future.
Brandon takes a moment to attach a note to Ann’s ticket saying “I suggested to Ann that she try the thermal styling spray today” and sends it to the desk. Then he flags a note for the shampoo person to use the new shampoo and conditioner for color treated hair.
Thirty minutes later the shampoo person escorts Ann to the shampoo bowl and explains that she will be using the new shampoo and conditioner today and again reinforces the benefits of the product. Ann returns to Brandon’s chair having had a relaxing shampoo, and Brandon cuts her hair as discussed in their consultation. When Brandon is finished cutting Ann’s hair he shows her how to apply the thermal styling spray and finishes her style.
Brandon escorts Ann to the reception desk where her reserved products are bagged and waiting. He says, “Julie will take good care of you Ann. It was great to see you again.” Julie opens Ann’s ticket, sees that Brandon recommended thermal styling spray, and asks if she would like it added to her ticket today. Ann, pleased with the results of the styling spray, happily replies “yes please!” Ann leaves the salon impressed with everyone’s efficient attention to her comfort and needs. She is glowing, having had another wonderful experience at the salon.
In a relentless quest to make a fashion statement, have hairdresser’s over looked what I call “Mother Nature’s Hairstyles”?
Much is known about the art of hairdressing. For centuries hair has been used to denote social status, as a symbol of authority, and often as a fashion accessory. As a result hair has been cut, colored, curled, crimped, braided, straightened, twisted and arranged in every shape imaginable! All in a relentless quest to make a fashion statement and entice people to visit a salon. But have hairdresser’s over looked what I call “Mother Nature’s Hairstyles?”
When you step back and take a closer look, you’ll find that many of the classic hairstyles are the result of what each hair type does naturally. The shoulder length flips, close and full page-boy bobs, long face framing straight, curly or wavy shapes, and bouffant styles are all perfect examples of “Mother Nature’s Hairstyles.”
With few exceptions, were all born with a type of hair (straight, curly, wavy or combinations) that suits us perfectly – as Mother Nature intended. Our hair type doesn’t happen by accident, its’ part of each person’s unique DNA makeup designed to complement our head size, face shape and unique facial features. Just as each of us is born with a “finger print,” we’re also born with what I call a “hair print;” our unique growth pattern, along with our hair type forms the perfect foundation for our natural hairstyle.
This doesn’t mean that you can’t, or shouldn’t change what someone’s hair does naturally – say from curly to straight. Or change their natural hair color… Even Mother Nature can sometimes use a helping hand, that’s why there are hair stylists. But before you reach for a trendy “off the rack” “one size fits all” hairstyle, take a closer look and ask yourself “What can the hair do on its own?” Look at the natural characteristics (texture) of the hair and its direction of growth, then design the style using those observations to your advantage. Often all it takes are a few well-placed snips to unlock the natural potential for a style that holds its shape as it grows, looks balanced from all points of view, and almost styles itself. Then all it takes are a few adjustments (trims) as it grows to find the ideal length (short or long) and shape (close or full) that suits each person perfectly.
To discover “Mother Nature’s Hair Styles”… look for what the hair does naturally first, then design the style accordingly. You’ll be thrilled with the results!