Step 2 Success

A Cut Above

Sometimes how we say something is just as important as what we actually say. You've probably heard this before but it will be key now that you're entering the salon. Here's more about verbal and non-verbal cues thanks to a recent article, "The Mouth and The Motions - Communicating With Word and Deeds" by Arnold Zegarelli. With over thirty-five years in the beauty industry Zegarelli is a world-class hairdresser and educator.

First impressions

These factors affect first impressions - all within the first 10 seconds.

  1. Clothing covers most of the body, so it's one of the first things people see and evaluate. Invest in clothing that reflects the image you want to project.
  2. Accessories complete an outfit. Whether it's a scarf, belt or a great pair of shoes, accessories can make or break a look.
  3. Grooming or lack of, says a lot about a person. Habits reflect attention to things such as hair, makeup and nails. Lack of grooming may be perceived as being unkept or unclean.
  4. Body Language sends non-verbal signals. Posture, poise, facial expressions, eye contact and gestures are all ways we transmit our feelings and self-image.

Say What?

We've touched on non-verbal signals, now let's talk about effective verbal communication. You project background, intelligence, education and sense of confidence when you speak. People react to your vocabulary, grammar, and even the pitch of your voice. Match your body language to your words - you'll be taken more seriously, and more importantly, will gain respect.

Making that connection

Everyone likes to receive a compliment - but it has to sound sincere. Zegarelli recommends using the "Three W's" formula. First, say what you like, "I really like your makeup"; why you like it, "That color brings out your eyes"; then widen the compliment by asking a question, "Is it new?" People love to talk about themselves!

Step-By-Step

Now that you have the basic non-verbal and verbal cues down, Zegarelli suggests combining them with the following tips to ensure your client's experience will be positive.

  1. Arrive at the salon rested, polished and prepared at least 10 minutes before you're scheduled to start working.
  2. Greet your client with a positive, enthusiastic attitude. Smiles work best!
  3. Escort your client to your workstation and begin evaluating their age, size, shape, clothing, accessories, grooming and expression in body language and their approach to you.
  4. Begin your consultation by asking a variety of open-ended questions about your clients' hair. Knowing their hair history helps you provide better care in the future.

One final but essential note - always be sure to thank your client for their business, remind them of the products you used and invite them back.

Here are six key behavioral patterns to adopt for success in the salon:

Take Responsibility - Completing a task isn't just about doing the minimum amount of work required - it's about giving 110% and being enthusiastic. Remember, employers today want the whole package.

Direct Communication - If you're having difficulties at work, talk with your supervisor. You will feel better and your supervisor will respect you for being proactive and courageous.

Don't be Afraid to Make Decisions - With more and more companies downsizing today, workload, along with subordinate decision-making, is increasing. Gather as much information as you can, lay out and think through each one. If you feel the decision is above your level, present this plan to your supervisor and talk through it together.

Be a Team Player - When you're unclear about something, ask for clarification. Being a part of the team means providing insights and answers.

See the Big Picture - Ask yourself, "How can I contribute to the salon's success?" instead of "What's in it for me?" Sometimes a more positive attitude is all that's needed to get back on the right track.

Admit Mistakes and Don't Lay Blame - Making excuses for what went wrong only fixes the blame, not the problem. Choose to be a part of the solution. This means admitting your mistakes and offering a plan to fix them.