Just start!

We all have people we admire for their ability to do something that we can’t do as well.

Sometimes it’s hairdressing related, or it could be in any other area of life.

Whether it’s, ‘their ability to speak another language’, or ‘playing a musical instrument’, or their ‘sporting ability’ or their ‘communication skills’ or maybe it’s their ‘business skills’ that you admire.

I always find that it’s comforting to remember that there was a point in their life when they were only as good as you are now.

But what sets them apart isn’t usually some natural god given talent. But more often than not it’s that at some point in their life ‘they made a decision’ that they wanted to master a skill and then committed to doing whatever it took to make that happen.

I am sure that they would have had to make sacrifices, they would have invested time and money to learn whatever it was.

Perhaps, they read books on the topic, or did courses to learn whatever they could.

Maybe they took on a coach or they found a mentors and sought out advice from them.

But ultimately, I am sure, that they worked dam hard at whatever it was, practising and practising and refining their skills until they had mastered it.

But whatever it was, it all started at a time where they knew as little as you do now and they made a decision to start.

And that is what you have to do too.

‘Just start’ …because that’s the hardest bit…
Just start by reading that book
Just start by enrolling in that course
Just start by making that phone call
Just start pre-booking your clients
Just start talking about home haircare
Just start talking about colour
Just start trying to put hair up…

If you just start, whatever it is that you want to get better at then you are way ahead of most people who lack the courage to even try!

Don’t put it off…The more significance attached to something in my life or business, the more I seem to put off starting it. Instead I spend a lot of time getting ready to start!

Like everyone I can be plagued by thoughts of failure, “What if it goes wrong, what if someone complains, what if there’s no interest, what if I’m not smart enough, what if I lose money …or what if I fail!”

You will fail, so get over it. Fail fast! Learn, regroup and come at it again. Because in failing are the lessons! In failing are the seeds of getting it right.

After you fail you will be one step closer to getting it right.

You will be better informed! You will have made finer distinctions, you will know what doesn't work, and you will be way ahead of those that lacked the courage to even try.

So if and when you do ‘fail’. Get back up! Dust yourself off and go at it again!

In my online Super Stylist course I talk about many things but one of the most important things to focus on is having the right mindset.

The Super Stylist course has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

Focus on the process and the results will come.

There’s a famous personal development book titled “The 7 habits of highly effective people” by Stephen Covey.

One of the 7 habits is, “Start with the end in mind,” which I interpret as meaning, “That if you have clear goal or outcome in mind ‘before you start’, then you are more likely to achieve the outcome that you want.”

Having goals is important, but having goals on there own won’t guarantee the results. If you want to increase the likelihood of getting the results you want, then start focusing on the processes involved and trust that the results will come.

The goal might be to pre-book a certain percentage of clients.

Or perhaps the goal is to achieve a certain figure in retail sales.

Regardless of what the goals is, achieving it depends on you ‘doing certain things’ that will bring about the result you want. And thats what I mean by the process.

A lot of times I see hairdressers put all the focus on getting the results with little emphasis on the process, but what I am suggesting is that if you focus on the ‘process’ the results will come.

For example, if we were talking about your salon retail sales it’s important to have a goal. But, then focus on what the steps are [the processes] that you need to do at every part of the client journey to maximise the chance of getting the result.

So, to illustrate what I mean. If you had a goal of achieving $500 a week in retail sales, that is better than not having a goal at all, but focusing on that isn’t going to get you there.

What you need to focus on is “What do you need to do and say or not do and say” in order to achieve $500 a week in retail and that’s what I mean by the ‘Process’.

So for example:

What are the things that you need to do and say during the consultation?

What are the things that you need to do and say while the clients getting their hair shampooed?

What are the things that you need to do and say at the styling station? And finally…

What are the things that you need to do and say at the reception desk?

Remember; ‘If you focus on the ‘process’ the results will come!’

As you may already know, I have an online course called ‘Super Stylist’. It will give you and your team the edge.

The Super Stylist course has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

Make me feel important!

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?

My online ‘Super Stylist’ course has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

Do you want more?

Do you want more?

I once heard it said that exactly ninety five percent of people would like to get, be, do or have more… And that the other 5% will probably lie about other things too!

Most people want more! They want more holidays, more clothes, more shoes, more time, more money! …More choice… a better home, a second home, a new car, to eat out more, or to spend more time with a loved one …Most people want more of something!

But, if you ask them what they are doing to learn how to get more? Other than waiting and hoping, most people are doing very little, if anything at all. They just want a different outcome to what they currently have.

So, what about you? What are you doing to get a different outcome?
In other words, what are you learning?
What books are you reading or listening to?
What shows are you watching?
What podcasts are you listening to?
What courses are you attending?
Who do you associate with who has already achieved what you want?

You earn what you currently earn based on what you currently know and do. If you want to earn more, then you have to learn something that you don’t currently know, and then do something that you don’t currently do, in order to get a different result!

I love the expression “Nothing changes… if nothing changes”
But, many people want and expect a ‘Change’ to happen in their life, but they expect that change to come from someone or something else.

If you want something different, don’t expect someone else to do it for you, It’s not their responsibility, it’s yours, it’s all down to you.

Many of the people who watch this are young, perhaps 20-30 years young, [lucky you!], and you’re optimistic about your future, [which is fantastic!]

You’re optimistic about succeeding and becoming wealthier. But if I were to dig a bit deeper, you don’t usually know how it’s going to happen. But, you’re optimistic none the less, that ‘something will just happen’. And I hope it does!

But, I’m sorry to be the bearer of bad news, because the chances are ‘it won’t’. It won’t happen unless you know ‘what you want’ and start planning ‘what you need to do’, ‘what you need to learn', and ‘who you need to become’ in order to make your dream [whatever it is] a reality.

The problem is that most people invest more time and energy planning their summer holiday than they spend planning their life?

But by the very act of planning for success, you are setting yourself up as being someone who is more likely to succeed!

Some people will invest in an asset like property, or perhaps stocks and shares in the hope of a quick win and making some money. Some do, some don’t.

But what do you invest in yourself? Because ‘YOU’ are your greatest asset!

So, what do you invest in the hope of growing ‘YOU’? Because if you have aspirations to get more from life, you need to be prepared to invest the time and the money [when necessary], to learn more, and become more, and therefore get more as a result!

So, what skills don’t you have? And more importantly what are you going to do about it?

Instead of justifying why you can’t put hair up or do extensions, or to get better at colour, cutting or whatever skill you might be lacking in. Why don’t you enrol in an online class, buy a book or attend a live training. And then spend the time to practice practice, practice until you master it.

But PLEASE don’t make the mistake that hairdressers often do by thinking that you only need to invest in learning better technical and creative skills because as important as they are that’s only going to take you part of the way.

It is every bit as important to invest the time into developing your own mindset, your people skills and relationship building and communication skills, if you want to succeed.

So, do you really want more? And have you got the necessary motivation, and self discipline, to put in the time and effort to get more? Or is it all too hard?

So what are some practical next steps?

Well, can I suggest that you could brainstorm with your team these two questions.

The first one is; As a team, what areas do we need to improve our skills in?

The second one is; As individuals what areas do we underperform in?

I have an online course called Super Stylist it has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

5 steps to improve Client Retention

The secret to long term success is client retention! That might sound obvious to you but as an industry we are always looking for new clients.

If we worked as hard at keeping the clients we have, as we do at attracting new clients then perhaps we wouldn’t need as many new clients?

You see, clients have a choice, they don’t have to come back to you! But you and I both know that long term success is dependent on client retention. Keeping them really is the secret to long-term salon and individual success!

So here’s my top 5 steps to ensure you keep them as long as possible!

The first step is never forget that a great haircut colour is an expectation every time! To me it’s an assumption, it’s an expectation, that when a client comes in they expect a great haircut and colour every time.

If you can’t deliver that, it’s game over before you have even started! If you are lucky they might forgive you once or twice but no matter how ‘nice you are’ they are not going to put up with it long term.

So when it comes to your technical and creative ability bring your ‘A’ Game every time.

And remember keeping abreast of changing techniques and trends is your responsibility and if you don’t do that then you won’t keep your clients! Eventually they will go elsewhere to get the change they want.

The second step to client retention is, ‘Don’t confuse friendliness with service’
There is a tendency to think of your clients as your friends, and whilst you will be friendly to them and they will be friendly to you, ultimately when they come into the salon it’s a professional relationship. They are a client first and foremost and if you forget that and start treating them too casually you’ll lose them for sure.

The third step is to ‘Give them an amazing experience every time’
Your job is not just to give them a great haircut and colour, your job is to give them a great experience every time!

We live in an experience economy and often clients value the experience, ‘how you make them feel’ as much as the haircut and colour!

The fourth step is remember to express gratitude!

Remember, your clients have a choice, ‘They could go elsewhere’, never forget that, and often it’s just a simple expression of gratitude, saying something like, “It’s great to see you again! Thanks for coming in, I really appreciate it”.

A small gesture like that can be all it takes to keep that client appreciated and coming back to you.

And finally, the fifth step is all about the culture that exists in your salon.

You want to have a salon culture that exemplifies ‘Constant and never-ending improvement’.

Another way of saying that is that “What was exceptional service a decade ago, is the norm now.”

To keep clients you have to have an edge and always be looking to improve! That’s what I mean by a culture of constant and never-ending improvement!

So what are you doing for you and your team to create a culture of constant and never-ending improvement?

As you may already know, I have an online course called ‘Super Stylist’. It will give you and your team the edge.

The Super Stylist course has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

Give them a reason to prebook

You don’t get to be a fully booked and well-rewarded hairdresser just by doing great work.

You get to be a busy well rewarded hairdresser by doing the most work, and for that to happen one of the key things you need to be doing is pre-booking people for their next appointment before they walk out the door.

Pre-booking your clients is an easy thing to do when you know how.

The key to successfully pre-booking clients is in the words you use. So, for example if you say, “Would you like to prebook?” the answer will usually be, No!

Face it, most people don’t want to have to plan what they will be doing in 6 weeks time, they would rather go online or call up the salon or pop in whenever they want and be able to get an appointment for whatever service they desire, with the stylist of their choosing, at a time of their choosing.

But life is not like that. And as a salon owner or stylist, you simply can't afford to be sitting around hoping on the off chance that the phone will ring or that someone will just walk in.

Instead what you want to know is that you will be consistently busy everyday, but in a predictable, organised and manageable way so that you don’t get burnt out, and so that clients have a seamless and stress free experience.

The key to being successful at pre-booking is that you need to give clients a reason to pre-book!

For example, if you said to every client this week; “I’ve really enjoyed seeing you today. Your next haircut or colour will be due in 6 weeks, and we I am almost fully booked already! So, I would suggest you make your next appointment now that way you will get the day and time most convenient to you.”

With a script like that instead of, ‘Do you want to prebook?’ You will get dramatically different results.

I have an online course called Super Stylist it has helped many people all over the world become busy well rewarded hairdressers and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

What’s your average bill?

I have got two questions for you. The first one is “What’s your average bill” and the second one is “Why is it even important?”

Well, let's talk about that. But the first thing to clarify is that the term ‘Average Bill’ goes by many names.

Average Bill is sometimes called, ‘Average Ticket, Average Docket or Average Transaction Value’ and they are all the same thing, just with slightly different names.

But regardless of the name you give it, the ‘Average Bill’ is an important number to know and understand because the higher your ‘Average Bill’ is, means the less clients you have to see to generate the same amount in revenue.

Let’s dig in a little deeper, and start by understanding how to work out what your ‘Average Bill’ is.

So, to work out what your average bill is all you need is two numbers and once you know those numbers it’s a simple equation to work out what your ‘Average Bill’ is.

The first number you need is the amount of money, or sales, or revenue, [they all mean the same thing] that you generated.

And the second number you need is, the amount of clients that you had to do in order to generate that amount of revenue.

Then the equation is simply, ‘The amount of money generated, divided by the amount of clients you did to generate that amount of money’.

Stick with me here…

Let me say that again,

It’s ‘The amount of money generated, divided by the amount of clients you did to generate that amount of money’ and it includes everything from children's haircuts, blow-drys, mens haircuts, colours, treatments, retail everything…

So, let’s look at a real example; Say you generated $1,500 in total sales and did 23 clients. To work out the average bill its $1,500 divided by 23, equals an average bill of $65.

But, now let’s look at another example.

Say you generate the same amount $1,500 but this time you only did 18 clients.

To work out the average bill its $1,500 divided by 18 equals an average bill of $83.

So why is that better?

Well you produced $1,500 in revenue both times, but in the first example you needed 23 clients to do it and the second example you did it with 18 clients! Or 5 less clients to achieve the same result.

Thats a great example of how a higher ‘average bill’ means that you are ‘working smarter not harder’. In other words, you did less clients to generate the same amount of money!

The number that represents your average bill is an indicator of how good your consultations are!

It’s an indicator of how good your product knowledge is!

It’s an indicator of whether or not you recommend take home haircare!

It’s an indicator of the percentage of your clients that have colour services, treatments or other add on services!

And its an indicator of how good you are at building relationships and trust and inspiring your clients to want more!

Having a high ‘Average Bill’ is a reflection of how successful you are as a ‘well rounded hairdresser’.

So let me leave you with a question; “Do you know what your ‘Average Bill’ is? And more importantly, “Do you know how to make it better?”

If you want to work smarter and not harder I have an online course called Super Stylist it has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

What are the little things that will set you apart?

Business can be a lot like sport…

Typically, when the game is over the experts do a post-mortem on the results and with great clarity they arrive at the conclusion as to why the winning team won.

But, regardless of the sport in question, essentially both teams, or opponents, are playing the same game, they have the same number of players. They play by the same rules and are essentially doing the same thing.

But it usually boils down to one team wins because ‘they are doing lots of little things better’ than the other team. And it’s the same in business…

Whether you are talking about one salon in the high street or Mall being more successful than the other.

Or one stylist being more successful than the other, it all comes down to ‘the winner is doing lots of little things differently.’

So, as a business or as a stylist, what are the little things that will make you a winner?

What are the little things that would set you apart, and that you could do better?

Is it the way you answer the phone?
Is it your consultations?
Is it your technical ability?
Is it your personal appearance?
Is it the finish on your work?
Is it your listening skills?
Is it your timekeeping?
Is it your social media skills?
Is it your communication skills?
Is it working as a team?
Is it your service levels?
Is it the experience that you give people?
Is it the relationships you build?

I’m sure you get the idea…

Whether it’s about the stylist thats winning in your salon or the salon that’s winning in your town or city, they are essentially doing the same thing as everyone else, they're just doing it better.

But just like in sport, you can't keep winning forever. You’ll have good seasons and bad seasons.

You’ll have times when your team members leave you or have just passed their peak.

And just like in sport there will be times when the passion and energy just isn’t their anymore, and your mojo has gone and you need to reinvent.

if you want to make some more distinctions and learn how to do it better we have an online course called Super Stylist it has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

One client at a time

Starbucks have a quote about building their brand “One cup of coffee at a time”

I have always thought that that expression is so applicable to hairdressing in that “You build your business, or your column one client at a time”

I think that “One client at a time” is a mantra that every one of us should have as our personal mission statement as a constant reminder to always be at our best.

We are in the people business! And the very lifeblood of our business is fuelled by not just attracting new people, but by keeping them as long as possible, and having them return to us as frequently as possible.

You may build your column ‘one client at a time', but ‘one’ turns into two, and two into three and three into four …

But that only happens if you have earned their trust and keep on earning it every time they come back.

In other industries you might win a contract, and get many new clients as a result.

But hairdressing isn’t like that, there is not contractual obligation and most of our new clients are referred to us from our existing clients, one client at a time.

And unlike other industries we don’t have one big financial interaction and then move on to find the next client.

And, in general our clients aren’t paying a large amount of money for every visit, and they aren’t obliged to keep coming back to us.

So your success is very much dependent on being able to deliver a service, create an experience and build a relationship that will keep them coming back again and again…

For many salons giving clients a great experience may be a rare occurrence, but it is a way of life for the salons that get it right by constantly exceeding expectations.

In the hairdressing industry these are the salons that solve problems before clients even know there is a problem, they anticipate and fill clients needs before they even know they have a need.

They offer value and they deliver on their commitment. They understand that the client is not always right, but it is not about having to be right, it’s about building a business, and that means making the client happy ‘one client at a time’.

If you are committed to building your column or your business one client at a time I have an online course called Super Stylist it has helped many people all over the world become more successful in the hair and beauty industry and it can help you too.

We launch it 3 times a year and if you want to get on the wait list for the next launch, or are just curious about it and want to find out more visit growmysalonbusiness.com and register your interest to be notified when it’s next open for enrolment. I’m sure you’ll be glad you did.

And if you don’t already follow us, then don’t forget to follow me on Facebook and Instagram @growmysalonbusiness

Thanks for watching! Have a great week!

Coronavirus re-opening checklist.

In many countries and states, we are already starting to see a gradual lifting of restrictions and re-opening of salons. 

As salons prepare to re-open and stylists get ready to return there will be new safety guidelines that we must follow for the health and safety of our team and our clients. 

I also believe that it is inevitable that there will be more checks by health department officials and if you do not follow the guidelines you may risk being closed immediately by public health officials.

The laws will vary from country to country and even state to state, so it is essential that as salon owners you take your responsibility seriously and comply with your country, local or state guidelines. 

Unfortunately because of the environment created by the COVID-19 pandemic, there are protocols around hygiene and sanitation that will require stylists and clients to be wearing personal protective equipment (PPE) including face masks and gloves.

These new protocols need to be thought through and written and communicated with the clients and the team before re-opening.

New best practice sanitation standards need to be implemented. Policies and Procedures must be developed and written and management must ensure consistent follow-through. 

Some of these practices may be a temporary measure until a vaccine is found and the pandemic is officially over. Other practices will be the new normal way of salons going about business. 

The following checklist is divided up into 6 sections. 

1. Pre-open day
2. The physical salon space
3. The salon marketing strategy
4. Health and safety best practice
5. The team experience 
6. The client experience

Remember, “The most powerful resource we have is the potential of the human imagination. We are creative and now is the time to get creative and look for creative solutions. Now is the time to re-set, to redefine and reimagine the business of the future”. 

Stay safe.

Antony

You can download the ‘The salon owners re-opening checklist' HERE

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