What is your cleint retention "secret"?

I have lost a client. It's sad, but true. 

I missed the boat and I don't know if he is ever coming back. 

You see, his wife told me that there is another Big Box Salon who is willing to do what I have assumed was no longer necessary to include in my everyday service.

The Scalp Massage.

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While this five minute luxury may bore me after years of rubbing my client's tension away, apparently my great cuts and friendship are not enough to keep him coming. He will sacrifice a hair cut he likes for a hot towel and head rub.

His wife is not happy.

His former hairstylist (sigh) has learned something: My technical work is outstanding, but my tried and true "loyal client" building/retention skill has gotten rusty.

As a young stylist I continued with my Beauty School training and completed a 5-minute scalp massage with each customer. Every visit. And my clients loved the extra TLC.

As my clientele grew, I started slipping into faster, more routine work and my scalp massages became fewer and further between.

So now as I reflect on this experience, it makes me wonder again about that personal touch. I like being that one person in some one's life who took the time to "reach out and touch someone." 

Time to reinvent that part of my client experience.

What are the simple things that keep your clients coming?



Want to make more money? Grow your color clientele.

Training on color treatments will be vital to your business. Color is such a crucial part of any thriving salon business! "Color is the major and most significant sales area aside from retail that will create financial abundance, stability and profitability for the salon!"  Miladys

Training should be continuous, just because a technician has been certified once doesn’t mean that they are done with their color training, especially in our industry where color techniques continue to change, evolve and improve.

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Here is some suggested systems for in salon color training program that will work for individuals or a team:

• Hold at least one training each month, for example the first Tuesday on each month from 1-3pm. Have your certified color specialists lead color training to new hires and assistants. This keeps them involved and having to be the example of what you taught them and helps to free up your schedule.
• Display latest applications and manufacturer formulas and specifications for the highest quality customer experience. This will also support you in cutting down on waste.  
• Focus on helping someone go from 90 minutes to apply color down to, for example, 80 minutes will increase productivity and make more room for adding other clients onto their books!
• An expert consultation will build confidence with your client.  Properly explaining the benefits of one style of color or another will avoid disappointing results to the customer.
• The promotions you are running should always include opportunity for new color clients as well as new looks for your returning clients.
• Consider a Color Specialist certificate at your workstation. This certificate not only boosts confidence and pride but also is a great incentive for customers to see. A framed certificate goes along way in supporting building credibility in the clients mind.

 

The more color, the more profit!

Just a trim, please

"Just like last time, please."  I love that request for two reasons: 1) They have had lots of happy hair days since they were here last and 2) Nothing generates as much confidence for me that they like my work as that simple nod of approval for a job well done.

SCHEDULE'em Online Appointment books helps you keep track of your customers.

One of my favorite clients had to cancel their appointment at the last minute. Their next appointment was a few weeks later and his hair was still in an AWKWARD state.  Too bad for them that I didn't have flexibility in my schedule that day to accommodate their need. Now my "loyal client" has new found faith in my hair magic wand....

Sometime it is beyond me how a paid hairstylist can even get a cut so bad.  And why did they even get paid for it????  This isn't rocket science, folks.  There is a reason lots of people attempt their own hair care without a professional,  (yeah, I can pick the "home cuts" out in a crowd.) but your work really does speak for you long after your client leaves the salon.  What do you really want to say?

Every client deserves my very best work. 

I do amazing things and I can show you how!

praise

A sign large posted in one of the salons I used to work for said:  "Don't talk about yourself.  We'll do that after you leave." 

Oh, I hated when my shift there ended.  Because I had witnessed the gossip and newsy ventures into the life of those not there to defend themselves....  Clients, staff and their offspring were not safe!  BEWARE!

Can you imagine?  So, you can be assured the salon is now a parking lot of an assisted living center so the drama does not live on, but the legacy of how that made me feel about going to work there does.

The owner was a specialist with years of expertise and so much to teach me.  Her aged mother would waddle in and review my work even as I was applying hairspray.  Sometimes she was not very appreciative of my efforts, and did not hesitate to correct me even if the client was still sitting there.

The lessons learned at that little nail shop shaped how I ran my own little full service salon a mere mile away just a few years later.  I know for sure that when the old ladies heard I was attempting my own shop they slapped their foreheads in disbelief.  I had learned much about what NOT to do and was now giving my best for the best place to rent/work ever!  I had much to prove, eh?

It didn't take long for me to realize that our staff there would work ten times harder for a compliment than they would for a dollar.  Don't misunderstand here, we all have bills to pay.  But make no mistake, we love this job because we love to make someone happy and its a bonus if they actually turn around and say to us "Thanks, I really like this!

Praise! Praise! Praise! This will only reinforce practice, practice, practice! and make your team even stronger and talented.

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Whether its for a well executed service or a noticeable effort to improve their talent, don't forget to pat them (and yourself) on the shoulder for a job well done.  Just in case the happy face going out the door gets missed in the traffic.

Dress for success

I occasionally shop at a certain store here in town that specializes in natural remedies and organic food. The workers there reflect the store specialty by generally being very "granola" in their appearance in both style and cosmetics.

So I was surprised to be greeted by a familiar face with her newly shaved head with a heavy side fringe dyed Royal Purple that practically screamed "hello" at me. Wow! Apparently, her fiance is a few hours away from graduating from a local Beauty School and has been playing in the paint pots of hair color. As we discussed him and his talent, I found myself thinking  something like "No matter how talented, that person might be, if my hairstylist stood above me in rainbow colored hair, I doubt I could take anything they said seriously, let alone trust them to dig in. ( -- Unless you get me on that not-so-rare-anymore day when I'm game for just about anything that may cause my mother to wince and my husband to think I have gone out of my mind. Just for the heck of it. And then the next day I'm pretty glad the moment has passed.)

Which brings me to my point today. What does your personal appearance say about your desire to succeed? Do you wear on your head and on your body the look that will attract the kind of clients you want to work for? If you had a job interview today, would you get the job? (Technically, every client who sits down for you is your boss.)

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As a color educator for a major company, my supervisor insisted that I never pack or wear jeans for any travel or appearances. As a representative for this company you were expected to always look the part, showcasing your very best appearance at all times.

 

Another place I worked had this dress policy: If your old crush from high school walked in the door today, would you greet him with "I'm All That and a bag of chips!" confidence or would you be looking for the nearest exit, hoping to not be recognized? If it is the latter, why do you come to work looking like that?

One of my first mentors ever was a girl who came to work in torn jeans, flip flops, no make up, and absolutely straight hair. Her clientele? You would not believe it based on the advice I written so far. The shop's most glamorous, big hair, and if I may say big spenders were all in her chair. And they all left looking like a million bucks-- hair teased and sprayed into perfect clouds of famous fluff. You could wait MONTHS to get your turn in her chair. What??? She will assure you that she DID THE DRESS FOR SUCCESS THING for years while she built her clientele. She carefully dressed each morning in super firm bangs and high heels to collect her glamorous and high paying clientele. Once her talent and reputation spoke for her she relaxed her personal style and laughed all the way to the bank.

Think about your professional appearance  Are you wearing what you are selling?  Take care to be the kind of look you want your clientele to be.  Its as important as any ad you would pay for.



What is your success style?

Your the customer today.

What can you learn from watching other businesses?

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Recommends you do those unexpected things that make
clients remember visits with you.

I like to observe what other businesses are doing.  It interests me to see what they are doing to keep customers coming, and what will ultimately not be a viable money maker.  Sometimes it is so easy to spot and I leave the business thinking "If only they could see that, they would change it."

It makes sense that we do this for our own businesses.  Have a seat in your chair and think about being your customer right now.   What do you see?  Salon promotions, interesting products?  Hairy brushes and shampoo goobers?  (Wait..........  Okay, that little project has been totally bugging me for WEEKS now - and now it is done.  BTW, did you know that WD-40 and a dish scrubber remove spray paint off plastic?)

What are other businesses doing right?  What kinds of things keep your customers attention?

I like shake things up with something unexpected.  I came across an article in my American Spa magazine that stated August 10 is "National S'mores Day".  Who knew?  So I toasted up a bunch of S'more treats in my oven to share.  Random, but enjoyed smiles of delight all day.
 

If your were to give your self advice on one visual thing you could do to improve the view from your chair today, what would it be? 

 

Have you got five minutes?

Make a list and start checking these things off today!

Index Of SCHEDULE'em How To Videos

Okay, fans... here is a simple link to videos that will coach you how to use SCHEDULE'em.  Cut it loose, and try this out.

Weekly Standing appointments

http://www.youtube.com/watch?v=MXc1_U_bh3k

Make an Appointment In 30 Seconds Or Less

http://www.youtube.com/watch?v=8wjW50O2jCU

Recent History Tab

http://www.youtube.com/watch?v=_Mj3rk0p-oA

Schedule Tab

http://www.youtube.com/watch?v=NmGPJVZp34U

Emails Confirm, Remind, and Send Receipts!

http://www.youtube.com/watch?v=q4I6-yzlGH4

Instant Referral Program

http://www.youtube.com/watch?v=7KiH9P4vtVk

Features of the Client Tab

http://www.youtube.com/watch?v=Idzj0GBCQ7o

Client Check out

http://www.youtube.com/watch?v=-C_NSuL2uuo

Hiring a good apple

Keeping your growing salon HAPPY is a daunting task.   There is no proff that I can offer, but it is my opinion that busy stylists don't have time to bicker and cause salon drama.  If they are busy with a client they don't have time to stir things up.

Get Rid of Bad Employees...FAST – Jack Welch, former CEO of GE always believed that 10% of your employees need to go. Bad employees affect the success of everyone on your team and your customer’s experience. They are cancer and you’ve got to rid the team of the cancer before it spreads.



That said, here are a couple of things that you can keep in mind to make your salon a great atmosphere for workers and clientele:

• Don't hire any new talent if you don't have work to provide them.  You and your team should be at full capacity before you go looking for additional help. Nothing will kill morale quicker than a team of people sitting around waiting for clients. The trick is to watch for and anticipate your next new hire. 
• Hire a Salon Assistant to keep things running smoothly.  That person's task may be full of menial things like clutter busting and folding towels, but if your staff feels that someone is there to support them while they are busy, it will help them do more customers with less fatigue. Hiring assistants is an excellent way to capitalize on another team member’s productivity.  The assistant will add volumes to any busy stylist's bottom line.  Consider an assistant for each high producing stylist.  Its a win/win for you and the stylist.
• When considering a hire for a licensed position do not overlook potential when the applicant does not have much experience or clientele.  As a salon owner I find it is much easier to teach skill than manners.  Hire someone with the disposition that will mesh with your current team personalities and you will find a happier result for the entire group, and a solution that will grow with you.

Impossible or I'm possible?

“Love what you do and the money will follow.”  The one thing I would add to that statement is this:  Get to work!  Passion without execution is just a good feeling.

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Don’t try to be everything to everyone. As far as your staff goes, not everyone WILL stay or even SHOULD stay with you. Just lead your team from your heart. Doing so will establish what is to be expected and then others can choose to meet that expectation or not.

Have you ever had one person wreck your whole day?
When was the last time you caved to something and learned from that?

I'M POSSIBLE.

So many heads, so little time... pre-book for success.

Today's reality check:   "MY MOTHER was telling her hairdresser about her bad luck with men, after having just broken off with her boyfriend of five years. "You think that's bad," the hairdresser responded, "I had a customer who just found out her boyfriend was married." "You're kidding!" my mother exclaimed. "How long did it take her to find out?" The hairdresser thought for a minute and began counting on her fingers. "About eight haircuts."

Keeping each customer on your regular schedule for "about eight weeks" is an art.  Plan for the success of having full books by offering the valuable pre-book option to each customer every time they have finished another visit with you.  When I always offer, my customers will see it as a standard of operation and rarely leave without a new appointment. 

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What percentage of your customers reschedule?
What percentage of your pre-scheduled customers stand you up?
How often do you have your customers come in?

 

Set a goal to offer pre-booking to all of your

departing customers starting now.

Booth Renter or Small Business? Explore your own potential.

When I first opened up my little salon  I knew I wanted to own a business that 1) made money!!! 2)  would provide jobs for other people at a salon people actually wanted to work at.

Well, knowing what I wanted and knowing how to make all that happen were two different things. I had lots of experience working in salons that I didn't want to be like, but very little real working experience for what it takes to have an ideal workplace that is still profitable and a great place to work. 

As a small salon owner time flew by.   The highs were so fulfilling and the lows still make my stomach turn.  I was lucky enough to have strong support that pulled me through the tough times and a staff that made me proud all through the whole adventure.  At some point I realized I was absolutely consumed by the business.  My fear of not being able to direct my staff to success was compounded by the fact that I felt I had to do every important thing myself, including make sure the bathroom was actually clean.  It was driving me to the point of exhaustion.

.

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One day it hit me...  I am that salon owner I don't want to work for.  Yikes.  My next reality check: What has brought me to this place and how do I escape it?

 

It was time to sell and simplify. I had to look at what I had invested.  Do I own a JOB or do I own a Salon?  Does this place have any value if I am not at work? 

 

Some hard things changed. I took a really good look at what work I was doing for my clients, and what work I was still able to give may salon.  Through a business coach I learned what saved the day then and will still get me through the days ahead here in my private studio. 

 

What I learned there and practice "Smarter Not Harder" in my business today are some of the themes you see me write about .  Here are some tips for you s you grow your business into something valuable for someone else to buy from you some day:

 

Read the E-Myth Revisited.  NOW.  I listened to this book as I exercised AFTER I had sold my salon.  Big mistake.  What I learned literally brought me off my treadmill and to my knees.  I wonder: if I had simply read/heard this book during the Salon Owner days, would I still have my salon????

The ultimate goal of working ON your salon or spa should be to have it function as well as possible without you standing behind the chair and full time managing.  If you will do this, you will own something that is valuable to someone else. If your salon depends on you to function, don’t expect people to line up at your door to buy it, and well, good luck with that "vacation time".

Your new objectives should be:
1) To get your salon or spa to the point where it is NOT dependent on you!
2) Develop your employees to do things without your involvement.
3) Figure out how to give customers what they want, without having to go through you.
4) Have your employees take care of the day-to-day tasks, freeing you to focus on the more strategic issues.
5) Build a model for your business that ensures things get done right at the first point of contact.  

source: 2012 Milady

 

Getting your salon or spa to this point takes a new path of conscious, sustained effort and a lot of time. But, I am here to tell you I did it.  I worked hard, re-trained some of my staff, hired smarter, and and I was ULTIMATELY able to sell it for a nice profit.

Little Stuff & Our Loyal Fans.

On my first day of orientation in beauty school I was one of about 30 people that started. As we circled the room each person introduced themselves and projected what they saw themselves doing with their Cosmetology License once they graduated. The room was full of a wide variety of answers. Everything from powerful aspirations like I Will Change The World One Head At A Time to that one stereotypically "blonde gum chewer" that had been shoved into beauty school because she showed little intelligence or talent for accomplishing anything significant.

I probably wouldn't have stated anything that day that gave you any confidence in in me either. But by the time I completed the required 2000 hours I was one of 7 of that group that was still enrolled. One year later, I was the only one still showing up to work a salon. (And 10 years later as I stood in a full service salon of my own, the orientation teacher from school came into the salon and boy! did her jaw hit the floor. It still gives me a certain feeling of satisfaction!)

In fact, its very likely that if you had been able to tell me that day I wore my paper graduation hat into the administrators office for one last "Thank You for a great education" visit ,what the road to where I am now would be like I would have run the opposite way screaming!


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I'm sharing this with you today not to brag about my loyal husband that slapped hundreds of band aids on my self-inflicted scissor wounds, kissed my emotional hurts all better WAY to often, and encouraged me to jump back on the horse on a day I had destroyed someones hair... Or to convince you that even the mediocre and uncreative can find something more inspiring to embrace than just another job at another salon...

What I want you to hear today is "You can do it!"

Surround yourself with people that tell you the truth when you need to dig deeper and do better.

Keep close at hand the friends that sincerely praise your talent and encourage you to grow.

And keep making those clients that travel miles past many other capable salons to see YOU glad they came all that inconvenient way.

Your little stuff is going to be big stuff someday. I just know it.

Giddy-up!

It’s high time every salon (and I mean YOU!!!) use a computer with a salon software program.  It's time to quit messing around and MAKE MONEY!!!

Have you ever spent hours figuring our your numbers?  Spill something all over your appointment book?  Drag it around with you and <GASP!> leave it behind where you had lunch with friends and freak out until it is back in your hand... Maybe the dog ate it!

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I have heard it said at business seminars I have attended that you MAKE or LOSE money every minute!!!

We work hard enough as it is, and taking time away from behind the chair to effectively run through the routine business needs, must always, always, always be where we MAKE money.  There are so many things that software like Schedule'em will do for you even while you are NOT standing at your computer that it blows my mind how much more I can now accomplish just using it!

Using ANY software means appointments are always safe. With Schedule'em you can look it up from any computer or smartphone. That is awesome!

Are you one of those Stylists that don’t have a computer or have a great big fear of one?

Or are you "too busy" to make the most of what is being offered?

I used to be one of you. I ran my business for years without one. Now that Schedule'em is up and running it is clear to me that NOT being computerized cost me unquestionably too much time and money!

If you can't tell already, I am not a "computer person". Often you will find me staring at the screen muttering "Now where did that go?" Yet, I helped design Schedule'em. Don't turn me off here... that is reason I can confidently say "Its so simple, even a hairstylist can do it!" I don't mean to offend anyone with this tongue in cheek jab at people in my industry. (Although there are some of us that really GET why that is funny!)  Whether you are a computer idiot like me or you are working too hard to take time to explore.. Know this: we are the simplest option out there!!!

DON'T DENY YOURSELF. Get something. Commit to at least a free trial version and really explore it seriously. Use it as a second appointment book thoroughly for at least a week and see what it will do for you.

Some Schedule'em benefits include:
1. Appointment Confirmation.  Every appointment you make will automatically send an email to that client with the details of their scheduled appointment.  Our software is accurate!
2. Appointment reminders.  Every client will get an email reminding them of the appointment they have made.  My clients always appreciate the additional care.  No need to write out and appointment card.  No need to text them anymore.  No need to take more valuable time to confirm in person.  This has been so LIFE CHANGING for me to not have to worry about!  We all know that clients that have been confirmed actually show up.  My "no show" clients are no longer a problem,and I didn't lift a finger.
3. Scheduling. I can make and appointment and get back to work in less than 30 seconds!
4. You can create files for every customer to track their habits, preferences, formulas, and history.
5. Grow your business without lifting a thumb.  Every email sent to your customer includes a note asking them to send customers to YOU.  This really works!  I see new people all the time!

The Booth Renter's Mindset

Schedule'em is perfect for your small business. Because it was designed by a hairstylist for hairstylists you will find it easy and fast to use. Unlike many other choices you have available to you for Salon Software, our focus is on the schedule. Starting with an organized, simple daily appointment book is the root of each day. We thought of everything you need to get started simply and keep your client records SAFE and easy to understand.

According to Milady©, a part of Cengage Learning 2012:

"In our industry today the typical booth renter will work 4 days a week and an average of 6 hours a day. 98% of booth renters today do not make a profit due to a lack of systems...
The issue that sets up mediocrity for most people who take this on is not having a game plan, systems, structure or accountability."

As Booth Renters and small business owners, there are many things to be responsible for. The biggest and sometimes hardest is your mindset. How you think about organize and approach running your business will determine the outcome of your success, good or bad.



Why www.scheduleem will work for YOU.

This is YOU.  It is or it isn't.  You have ultimate responsibility.  Its not a burden, it is the freedom you value that had you take on being your own boss.  Now step up and be the BOSS you want to work for.

You do make a difference! Think of how much more of an impact you can have on the lives of your clients when you are having an impact on how you set up your own business to be profitable.

It is time to start running your business as a business!!
Lets make some money.

 

Are you a success story?

While out and about yesterday I drove by a salon I used to work. Not much to look at these days.  Tired, dirty and old looking, much like the management was.  :)

I was full of hope as I chose this salon close to my home, but not long after I started there the person that hired me moved away and the whole place felt her loss.  Its tough to think of my days there.  I didn't last long, and I definitely heard relief from my "groupie clients" when I moved on. 

Why do people in this industry continue to work in a passionless environment?

Are you one of those stylists that has one year of experience repeated for 10 years, or do you have 10 years of really, growing experience? 
 

Are you one of those exceptions to the rules or a rule breaker when it comes to going to work today?
 

Will your co-workers, staff or client feel your desire to succeed, no matter the odds and in spite of everything tying to hold you back?





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What other kinds of businesses can use Schedule'em?

As I helped design Schedule'em  I tried to keep all small business in mind.  Many of my clients have small business challenges  that are the same as mine.  I needed something Affordable, (a kind way of saying "cheap!")  Simple to use ( I'm busy making money here, it doesn't need to take all day to manage it!)  and Safe (All my client info and notes stored privately in a safe place).

Schedule'em grows your business.  Make more money!

I'm proud to see Schedule'em used by so many kinds of business.  It was easy to write for the salon industry.  I know that business for sure.  But here are some examples of how other guys are using Schedule'em to grow their business:

Lisa sells Jewelry at parties.  Here is how she uses our program to run her business.  She has each piece in her inventory listed separately in the "services".  When she meets  buyer, she includes their name and email on her client list.  Now, when she sells the piece of jewelry,that buyer has a receipt email thanking her for her business and Lisa has a contact in her client list for her next party.   At the end of each party, she runs a report of what has sold and has a total.  Her clients comment all the time on her professional set up and are delighted to get an email receipt before they even turn around.

Mike washes windows. He inserts each customer in the client files. The location, time needed to do the job, and how much he charges are all on his schedule.  His regular clients he pre schedules for regular times coming in to do the windows.  Schedule'em confirms with his customers that they have been added to the schedule and will remind them in advance when he is coming.  Keeping his customers on a repeated, re booked schedule serves them better because they are counting on regular maintenance.  Meanwhile, Mike doesn't have to keep setting up appointments and looking for the work.  It has already been set up for the next few months with each customer.  He doesn't even advertise anymore.  His schedule is neat, full and the paperwork/customer receipt is done for him. Because he is always on the go he does this entirely from his phone.

Debbie sells Health Products.  Her clients are neatly organized and each has the email on their information page.  She has them on her schedule for appointments, and follow up check in appointments.  Schedule'em confirms each appointment and sends receipts for their time and purchase.  She keeps special notes for each client and their preferences in the Client notes section. 

How many different ways can you use Schedule'em to make more money and keep your clients?

Who do you know that could use this too?.  Do them a favor and tell them about this!!!

Lets make some money!!!

What I love best...organization

Did you bring your third hand to work today?  Sometimes I think I'm on top of things only to find out there is just one more ball in the air. 

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It has been one of those weeks when I am again discouraged about the BUSINESS side of being in business.  Don't get me wrong!  I love my job, the people I work with, and the fun times rocking around my chair!  But at times things are so busy that I know I have let important things slide until a less crazy day and I am not taking care of everything in my best interest.

Schedule'em has saved my bacon at times like these.  As cuckoo as things get around here, Schedule'em has my clients and schedule all organized for me. 

Schedule'em will automatically do this for me:
1. Confirm all appointments to my customers email within 10 seconds of saving an appointment to my books.
2.  Remind all of my customers of their appointments for tomorrow.
3. Thank each customer for their business.
4.  Asks for referrals.  (This really works!  I see new business all the time since starting this!)

At the end of a busy day I can catch up:
1.  I fill in notes from my work that will help me with this customer next time.  What we talked about, preferences and formulas.  Taking the time to fill this out keeps me extra organized and if I can remember things I talked about with this customer next time because of my notes they are so impressed at the thoughtfulness.  It builds customer loyalty.
2. Make any price adjustments for the money I received and use the check out to close the register.

And my favorite part.....  Click!  TA -DA!  My end of day total.  Oh, yeah!

Schedule'em is perfect for your small business too. Because it was designed by a hairstylist for hairstylists you will find it easy and fast to use. Unlike many other choices you have available to you for Salon Software, our focus is on the schedule. Starting with an organized simple daily appointment book is the root of each day. We thought of everything you need to get started simply and keep your client records SAFE and easy to understand.

Your welcome.

Ready? Set. GO!

Our Schedule'em programmers have done it again. 

Not only do we have the simplest web software out there but with the latest upgrades, I LOVE USING MY PHONE!  Our newest version can be used from your Android phone and closely imitates what you are already using from your desktop...  wah-lah! 

Presto!  One more thing I didn't need to do with my lunch hour is update my schedule, but hey, taking good care of my clients makes me money.

 Let the phone ring.  I'm ready.

Our phones, What did we ever do without them?  I love having my client list handy, and I love a that a client can quickly reach me to say that they are running a little late, or can they bring me a drink from Sonic? 

And how often have my clients passed their wait time using their phones?  I hardly even use the magazine rack anymore. (Okay, we still need People Magazine and something "safe' like Better Homes and Garden for our elderly clientele that aren't going to nod off and sleep through the whole visit.)

Clients have already googled their own hairstyles and have a dozen looks they want to share with me.

 I have on occasion actually wanted to take my clients phone and beat them over their heads with it.

How has your Online Appointment Book affected your business?

Doing the Impossible.

Schedule'em Online Appointment Book.

My heart is prayerful this morning for a dear client who texted me to cancel her appointment today because her husband has been in surgery all night after a stroke.  Its hard to know of the tough times my clients are going through and how to try to be there for them. 

I have often been reminded how important a great hairstylist is in the life of  my customers.  Our relationships with clients expand far into their every day lives, even when they are not in our chair.  Every important event, every compliment, and even every bad hair day brings our clients to think of the time and money they spend with me.

I would even be willing to bet that some of my clients see me more than they see some of their family.  I also know that for a couple of them I was the last person to touch them on the shoulder.  It goes way beyond the short visit in my shop today...

Relationships with my repeat customers is a big reason why I like this job.  It has sustained me when I am lonely, taught me why my problems are not as big as I just thought they were, and made me more grateful than ever for the man I fell in love with and share my life.

May today be the best day of the week for you!

Next stop...

Ta-da!
I have arrived.  Well, its not exactly what I thought arriving would look like but in a quiet moment as I reflect on what my career has taught me, brought to my table, and sculpted out of nearly nothing but desire,  I made it to this great place. 

I should give many people more credit than this little note could ever possibly share.  But my thirty seconds with a microphone could not encompass everything that the examples in my life and in my chair have brought to me.

Good and bad, I will continue to grow and learn and live.

I loved this article about why we go into business for ourselves. Especially the very first note because, frankly I accept that happiness could not be bought.


"1. Make Materialism Irrelevant

Fancy cars and houses are all well and good, but many foolishly focus on the byproducts of success,

rather than concentrating on building sustainable success in the first place. Establish a bare minimum for your material needs, and then you can enjoy the benefits of success, debt- and stress-free."

Read more: http://www.inc.com/kevin-daum/8-things-really-successful-people-do.html?nav=pop#ixzz2UEtWXdN1



Schedule'em Online Scheduling Software

As we continue down the tracks of business development,

are we enjoying each destination for the hard work and

accomplishment we have worked for or merely speeding forward to get to the end?

Is a business coach right for you?

If you are booth renter, new in the industry, or starting out on your own you have probably heard the phrase:  Work “On” your business, not just "In" the business. This means at some point you are analyzing how your financial bottom line is affected by your talent behind the chair and how you can improve your income.

Schedule'em software is written with a simple report for your daily totals, but a more in depth look analyzing your personal clientele and the work you are doing for them will help you map out your next growing steps.

You might be asking yourself, “Now what?  What do I do?”

I'm not a professional Coach, but I  invested in one as a young stylist, and the tools I was taught have supported me through many years of change and growth.    If you are going to burn your way into a long career as a small business person I highly recommend it!  Ask your Salon Reps how they can help you or who they recommend for a good start. 

Here is a sample of coaching worksheets  from Milady's Salon Coaching that reflect what a coach would tell you.  It is probably too overwhelming at first glance, but break it down into small pieces that you can use and follow through, and then put it on your schedule!  Time devoted here will really help you grow your clientele.  I really enjoy the scripts they have included here, and the way they build from the customer experience out.  You can never lose sight of those great customers.  By including these worksheets into your practice, you will continue to impress them.

Schedule'em Online Appointment Calender

As a small business person you need to stay focused: Your Business is Your Most Important Client! 

Plan each day with a Time Block on your schedule that includes business planning Time Blocks as well as breaks and a lunch. HONOR YOUR SCHEDULE!

Each day, on your ‘time block’ devote time where you will be looking specifically at one area of your business such as  Business Emails, Talent Development (learn something new using and online resource on a topic that interests you),  or reviewing the sample worksheet and following and learning the new information there.

Dedicate regular time to each new task.

Practice what your have learned TODAY to make this investment of time valuable.

It takes more than talent behind the chair to grow your business.  Take the time you need and get organized.  Your business to grow and it will improve at a pace you wouldn’t have thought possible! 

Its all part of being more Amazing today than yesterday. 

You Can DO It!

If plan A fails...

If plan A fails then remember there are 25 more letters.

...Today I saw one of my favorite clients.  It is her last visit.  Maybe ever. Today is the first day of the rest of her life in a whole 'nother state.  That is something, isn't it?  To go from baby's first haircut to watching her grow up from my visits with her as she gets her hair cut.  Watching someone grow up as you see her every few months.


There is a good chance we will see each other again some day, but as I listen to her excited plans, it took me back to where I was at her age.  Although I haven't ventured far from the nest I grew up in, my life as it is today is very different from what I had planned way back then.  In fact, had I been able to see into the future and know the path I was to take, with all the ups, downs, and crazy turns there is a good chance I would have run away screaming...  :)

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There is also a good chance that had you let me cherry pick some of the choice experiences I have had in this career that I would have allowed some of the chaos to slip in.  Having those hard things that shaped my own path has helped me be better at my job and understanding who I am working for and with.

I write each blog with that in mind.  Hoping that you are having good experiences and learning as you go.  My experiences help me coach and mentor other capable business owners.  May my ramblings help you identify that your problems are not unsolvable.

What are you facing today that you can reach out for help and advice?
Who in your life is willing to be your mentor?
Have you ever been so flattered to have someone copy your work?

As a kid my dad would send us off  to school or whatever with this wise line:  "Make it a good day." So to each of you today I salute your hard work and continue to dream right along with you of everything that will make it bigger and better tomorrow.

Make it a beautiful day.

Use Facebook to grow your clientele

Now that you know how www.Schedule'em.com automatically runs a Referral Program for you, lets discuss a more hands on way to promote yourself online using Facebook.

When you finish your work, and our client looks amazing, ask them if you can take pictures of them for your portfolio.  Keep a camera close by or use your phone.  Here are a few things to keep in mind to take great photos:

Make sure what is in the background of your picture is uncluttered.
When possible, use a mirror to showcase the back of the hairstyle too.
Most people look better with their chin lifted slightly.  Especially if they are older or heavy.
Take more than one shot and angle so you have a variety to choose from. 
Be eager to make them look good.  You want them to show everyone their picture!

If you haven't been around cameras very much or you don't now how to take good photos, invest a little time in learning from the pros that share tips on the web.

Use your Schedule'em Online Appointment book to build your portfolio

Here are some tips for better photos from your phone.  Learn how to make everyone in your chair look their best in a photo and create looks and photos that they will LOVE to share.

Make sure you get their permission to use the photo on your Facebook page and encourage them to put it on their page too. 

 

Keep your photos with your resume. 

 A picture is worth a thousand words.

Get to know and use our Instant Referral Program

Not everyone has break through success by simply opening the doors.  What does it take to actually thrive and build your shop every week?

Let me teach you a tried and true method.  Be warned:  you have heard this before.  If your not doing it, it is for the same reason many professionals choose not to do it.  It shifts your time away from the client in your chair.  Its difficult to keep the creative juices flowing when you shift gears from Be Amazing to Be in Business and back to Be Amazing again. 

Shouldn't your talent speak for itself?
 
But it doesn't.  You will have to start some shouting of your own if you want to have a healthy business and money coming out your ears.


www.scheduleem.com Online Sheduling software.

The Secret you already know?  The best way to build your business is to make a customer happy and then ASK them to send their family and friends in to see you. 

Remembering to ASK! 

 

For me, that is the hard part.  I watch them strut happily out my door and then think, "I wish I had more clients like that one ...  Oh no!  Do they even have my card?  Will I ever see them again?"

It is so simple!  But it has to be included in your routine and daily interactions with your clients.

I asked our programmers to include a tried and true method of ASKING for referrals for all our subscribers to use.  

All you have to do is include their email on the client file.  

That is it!  We do all the rest!  1.) An automatic email will be generated for each new appointment made for them which contains a reminder to send their family and friends to YOU!  2.) Before their appointment they receive another email reminding them of the appointment they have made. This has another note in this email ASKING them to send friends  3.) When you check them out, yet another time the email they receive will  ask for referrals!

It automatically does the ASKING part for you so you can focus on your client and then the next one and actually work and stay focused on your creative skills.

Don't over think it.  You should of course a few signs around your station, on the back of your business card, run a contest...   but you will find that this simple thing added to your emails will make a world of difference!

You are surrounded by successful people

that will show you the way to build business. 

Go Be Amazing.  

Rocks

Today I was reading from Milady's Education Center.  I was captured by this article written there and wanted to share it with you all. 

Priorities are often well intended but sometimes I feel so busy getting things done that things that need to get started never even arrive at the start point.  I find myself accomplishing good things, but I need to take on some of the PROJECTS that will build and improve my future.

If only my projects would
sprout feet and move
themselves like this little rock...


Schedule'em Salon Software

 

Take a look at the article.  I have use the whole thing here because I loved the way it was written.  Hopefully it will inspire you to put one postponed priority on your must do list.

"Build From Your Big Rocks!

Stephen Covey, author of the Seven Habits of Highly Successful People, teaches that in order to accomplish more in life you have to put your Big Rocks first!

What does that mean?

It means that we spend most of our time putting the little rocks into our schedule and then have no time for the Big Rocks.

Little rocks are tasks you would do on any given day: work with clients, payroll, and inventory, pay the bills, return emails, etc. They have to be done in order to keep your business operating.

Don't get me wrong, they are important.

However, they will keep the business and your checkbook exactly in the same place.

It’s like Groundhog Day!

So what is the solution? When you create your schedule, schedule your Big Rocks first.

Your Big Rocks are those projects you keep putting off; a remodel, learning finance or accounting, creating a marketing plan, developing an assistant training program, etc.

Imagine what you could accomplish if you took the time to schedule your Big Rocks first and then filled in the rest of your schedule with little rocks?

Whatever is left over you can delegate to others. This gives other people an opportunity to grow. They help you and they help the culture. You have more time to think ahead and create a stable future for your business.

Put your Big Rocks first!"

I have a Big Rocks list.  Actually when I list it out this way, I have a pretty fun list.  Where will I start?



www.scheduleem.com Online Appointment Books encourage you to
learn how to confidently do amazing short cuts.

I am loving the short hair fashion trend right now.  I have a few clients that need a wake up call and a fresh look.  But how do you convince them what is the right thing to do?   And if they suddenly show up wanting a drastic change from 'the usual" are you ready?

























Here is an article on short hair that I think addresses some of the fears my clients have.  Some of my favorite excuses are:

"My husband/boyfriend only likes long hair."
"I had a short cut once (when I was a kid) and I looked like a boy."
"My dad tells me princesses have long hair."
"It will make me look old."

And my favorite is from my newlywed nephew:  "Nothing says "MARRIED and COMPLACENT" like a short hair cut cut.  This coming from a kid that can't stand to go more than 4 weeks without a trim....  :)

I have my favorite responses for these statements that I routinely respond with..  but what are yours?

The article coaxes us to get brave because "hair grows back".  If there is NOT one person to say that to its ME.  My hair takes forever to grow... so I can definitely understand why our clients are nervous.  That said, we should all be well informed in how to make a great cut be an amazing look for each client.  And that takes confidence and skill on our part. 

Have you ever searched YouTube for techniques?
When was the last hair show you went to?
Watch the stylists around you.  Even if only to learn what NOT to do....

 

Learn how to confidently recommend

a great now look for your clients.

Add on services. Your hidden bonus income.

Use your Schedule'em online Appointment book to find extra chash.

Use your scheduleem online appointment book to earn a little extra padding in your pockets today.  Here are a few tricks that will add value to your clients visit and keep them coming back to you for more expert care.

The key to earning hidden money every day is to anticipating the gaps in your schedule and use them to make the most of your clients visit.  If you have unnecessary breaks such as you finish your scheduled work early, need to fill in the time while your client processes their color, or small gaps between clients,  make the most of that window of time by recommending additional services to your client that is already in your chair.

Quick services like nail polish, deep condition or eyebrow waxing take very little additional time, and can earn you a few dollars more on the spot.  Pre plan out at least two things you can offer for each guest to make the most of your free time.

If you have larger gaps to fill, get ready to do a spontaneous pedicure, upgrade them to a halo of highlights or clear glossy shine treatments.

Where possible, take another client to overlap your color processing time.  Double booking will make the most of your scheduled time.  Take care to communicate with your clients what to expect and never over process a color.  The clients deserve your attention even if you have a busy schedule.

I know all this can sound like additional busy work, but guess what?  Once I implemented this action of thoughtfully planning out what additional needs my client might enjoy, they appreciated that I was taking the extra time to take care of them.  Often I was treated to a little extra on  the tip line that day too. 

What list of "extra" services do you have to offer?
How do you approach your client when you want them to spend extra money?
How can you show your appreciation to your clients by creating thoughtful add on services that they can really use and enjoy?

Toady, take extra care of YOU and your clients.

Happiness... A Choice not a Circumstance

www.Scheduleem.com Online Appointment book

Today, I am quietly reminded of another inmortant thing to have on my schedule.  Grab a moment today and just be happy.

 You can order a poster like this one here.

Your Business Coach

As I write this I try to keep in mind the subscribers for Schedule'em.  You are small company like I have been.  You are a Booth Renter or working independently like I am now.  We are always trying to improve, grow and sustain our success.

If your reading this, you have desire to succeed and grow. You think about your little business all the time, looking for opportunities and trying new things.  Although my 21 years behind the chair has left me with much experience and perspective to share I recognize that your challenges are both the same as mine and yet totally different.  I write about my day to day behind the chair challenges to relate to yours, and hope that advice I give is relevant and helps you grow your clientele.

Schedule'em Online Appointment Book will help you grow your clientele.

One of my most eye opening experiences was when I ran a small full service salon.  Here, I was responsible for EVERY ONE'S paycheck and I felt the responsibility every moment.  I hired a business consultant.  One that specialized in the salon industry.  I learned.  I shifted my priorities.  I spent money differently.  I looked at our free time differently. 

It was inspirational.  And what I learned then still applies today.  Years later I am still applying those principles I learned.  I write here about those tools that were laid in my hands and drove me from mediocre owner to a leader.

I challenge each of you reading this to spring some of that hard earned money on a salon business consultant.  Surprise yourself. 

If you are already amazing, inspire someone in the chair next to you.  Be more amazing and mentor a younger staff member.

What is your next business challenge?
Who can you trust to assess your business and help you grow?
How will you plan for your growth?
Do you have a mentor?

Learn. Grow. Succeed.

Business by the Numbers

70% of all salons operating out there are not profitable. What that says to me is that we aren't making choices about our money that keep our business self sustainable.  A business coach will tell you to always run your business by the numbers and not your emotions. "Numbers don't lie, we do."

Use your Schedule'em Reports page and run a monthly report.  Now look at your monthly view of the calender.  Its important to take in all of the months viewpoint and recognize how the bottom line fits on the appointment book. By including a visual of what days are busy and what you were doing will give you some perspective on what is really bringing in money.  Now all you have to do is figure out where it is going.

Ask yourself: What percent of the income you spend is dedicated to replacing your supplies?

I do mostly color from day to day.    My business coach suggested that my product cost should equal no more than 10% of the total of my service.  That means if I do a $100 color, my product cost including the sundries like foil and my special after color conditioner should equal ten dollars or less. 

Surprised?  I was.  Here is how I made my numbers work out for me without compromising my preferred products, or raising my price:

Always measure and record the amount of color used.  You can keep your notes about this specific client in your notes section of the Edit Appointment page of Schedule'em to reference next time.  The goal is to use as much of the color you mixed up without washing excess literally down the drain.  To prove a point to one of my apprentice's, I made her collect all her extra color in one bowl for the day.  The amount of color in that bowl and the one next to it at the end of the day spoke for itself and we both made adjustments of how much color to mix.

Schedule'em Online Appointment Book has a notes section to record how
much and what you are using on each client to reference next time.

A color scale will fine tune the amount of color you use.

Another thing is to make sure you are charging appropriately for color.  Determine the average amount of color needed to complete a service.  If your client has thick hair, it won't surprise her to have an additional charge for the extra color needed.

Consider charging additional amounts for each color if you are using more than one shade.  Even if the total amount of color is equal to one application, charge for each shade.  Why?  Inventory is valuable.  If they had to pick these shades and bring them to you they would still be paying for each of the different boxes.

If you aren't charging appropriately make adjustments to your price list and address it with each client before you begin the service to avoid any surprised customers at the check out point.

Do you know what your bottom line is?
Are you willing to commit to do what it takes for a healthier bottom line?
Do you need to raise your prices?
How can being a better business person help you be a better at serving your customer?