I was talking to someone recently who had met a very well known political figure. And even though they had only met her for a couple of minutes, they said that, “She had this ability to make you feel like you are the only one in the room and that she was completely focused on them!”
Now you and I are not in ‘politics’, but having the ability to ‘make someone feel like they are the only one in the room’, strikes me as a very important skill for us to develop as hairdressers.
We want our clients to feel important. We want them to feel that we don’t take them for granted. And we want them to feel that we are 100% focused on them.
Just think of the opposite for a minute… When I go to my local village Post Office and the guy who runs it makes me feel like a nuisance, like I am interrupting his day and how dare I come and want to send some packages.
He never makes eye contact, and grunts his way through the entire process even though I have been in there dozes of times.
It’s now got to the point where I play this little game with myself to see if I can get him to smile or even acknowledge that I exist. So far he is winning the game.
Or how about when you are dealing with someone, often they are in government departments or banks or other large institutions’ and they just treat you like a commodity and they couldn’t care less one way or the other about whatever your issue is.
Then occasionally you meet someone who just blows you away with service and friendliness and wanting to solve your problem, whatever it is! And so you leave with problem solved and happy. How good does that make you feel?
No business is ever always perfect but frequently get that positive feeling when I visit the Apple store with a tech issue I might have.
There is a famous quote from Mary Kay Ash who once said, “Pretend that every person you meet, has a sign around his or her neck that says ‘Make me feel important!’”
I love that quote, it should be on the staff room of every salon in the world!
So how do you do that? How do you make people feel important! Because it really isn’t that hard.
First of all, make eye contact and smile at them’ before you’ve even said a word.
Secondly, introduce yourself if it’s the first time you’ve met. Or even just engage them with a simple bit of small talk such as “How’s your day been so far?” And respond to their answer with sincerity.
Third, ask their name and use it in conversation. It’s the simplest thing to do but it instantly makes people feel important and starts to build a relationship.
Next, be attentive and have a helpful positive can do approach.
Use positive verbiage like, “It would be my pleasure” or “Thanks for your patience, I appreciate it” or “I’m always happy to help”.
Fifth, Listen to them, really listen, don’t interrupt or get defensive or try and second guess them … just give them your full attention and listen!
Next, remember them! Use their name if you can [even if you have to cheat] people feel important when you remember them.
And last is ‘Thank them’ …Remember they have a choice they don’t have to come to you!
So thank them, tell them it was great to see them and you’ll look forward to the next time.
So I am sure that you can add to that list as it’s know where near complete.
So, here’s an exercise for you and your team ‘What are 10 things that you can do as an individual, or as a team, that will make that client that walks in your door feel like they are important and that you are completely focused on them?
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Thanks for watching! Have a great week!
