fromone tech to another
howdo you do?
I remember when I first opened my own salon, after a discussion with the BankManager. She suggested I went to all of the local salons and get price lists to ensure that I was not over pricing myself or selling my services cheap, and what a valuable lesson it was!
I went into all of the salons within a four mile radius and asked for their price lists.
It was a valuable lesson because I was shocked at most of their attitudes and how they dealt with me as a new customer. There were two trains of thought but neither of them right as far as I was concerned.
first impressions count
One salon that I went into had three members of staff at the reception; one receptionist and two therapists. They continued to have their conversation and left me standing there quite like a lemon for several minutes before even acknowledging that I was there; this salon was going to be one of my main competitors. I knew that there would be no concern for me and my new venture as their rudeness would become my gain.
The next salon was also a potential problem as far as competition was concerned; upon my entering into their premises I saw their therapists
Spot check your staff with a ‘happy shopper’ tomake sure your customers are always being greeted with a smile and treated with the respect that they deserve.
practically jumping over their desks, ignoring their current customers and trying to be the first to get to me as they clearly wanted the new business for themselves, like vultures preying on their victims.
This showed me no loyalty as far as being an old customer was concerned, and what a lesson that was. I mean, what about the dear old lady that has been going to you for years, how do you think she feels when she is abandoned for the new bit of fresh meat that just walked through the door? Her loyalty shows no bounds
and so she needs to be shown the same respect.
I felt that neither of these salons had any value in their customer service and for me this was a great lesson. I wanted to be known for the way we treated all of our customers and not just the new ones or just the existing ones. A salon where there was no bias and no judgement, all were welcome no matter their background. So many people judge on first impressions, what a mistake that can be, just look at Susan Boyle!
Lisa Dunlop on salon etiquette
GUILD NEWS 67
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