Archive for spa
How to Deal With Troublesome Clients…
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Some Clients are Troublesome
We’ve all had them.
Those clients that no matter what you do they will not be happy.
You could literally make them look like a Hollywood A lister on Oscar night ans still they’d find something to complain about.
And it really can get us down.
You and your staff do your absolute best to look after them, answer their questions, not patronise them, not shout at them and provide the level of service they deserve – but still they moan and too often it can even be personal.
I have a very simple philosophy about these troublesome folks.
THREE strikes and they’re out. Gone, no more, not allowed to return.
First strike – politely ask them how you can fix the problem.
Second strike – let them know they are welcome to go elsewhere if between you you cannot get things right. Say something like “Look, you’ve given me a lot of money, that’s nice. I would like to keep you as a client. But i’s clearly not working out. Please either stop being so troublesome or I’ll happily refund all your money and you’re welcome to go elsewhere.”
Third strike – they’re out – get shot of them.
You see, the thing is. These troublesome folk take up WAY too much time. And no amount of money is worth the stress they give you. PLUS, there are just TOO many other WONDERFUL clients around.
Don’t be meek, don’t be scared, don’t be afraid to tell them.
In MOST cases just by standing up to them you’ll find they become like ‘putty in your hand’…
And keep in mind that keeping them around will have an impact on your GREAT clients – and they deserve better…
Best, Henry.
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7 Steps to Create a Showcase Salon – Free Download
Posted by: | CommentsGood morning!
It’s just past 6am as I write this on Sunday.
We’re off to Tracey (my fiancee’s) uncles today for a family get together. I’ve made a HUGE chocolate cake stuffed full of strawberries and cream (yep – I do consider myself a bit of a chef – that doesn’t mean I’m any good)…
And I have a GIFT for you.
It’s a re-print of a salon magazine article I’ve written.
In the article I give you some quick pointers on how to turn your salon or spa into THE SHOWCASE in your area.
Nothing for sale here – just great tips.
You can open it by clicking the link below (it’s a .pdf doc) and then just print it and save it to your PC.
Click Here for Your “How to Create a Showcase Salon” Free Article
Hope it’s useful!
Have a great weekend.
Henry.
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Why Facebook Should ‘Die’ and 3 Reasons to Use Twitter in Your Salon or Spa
Posted by: | CommentsFacebook sends me LOOPY!
I can’t actually tell you what I really think about it without offending most of my thousands of members.
In fact, the level of language obscenity it builds inside me scares me!
Why do I have such an aversion to Facebook?
Simple really…
I know TOO many people who waste TOO much time on Facebook either BRAGGING about their latest holiday or childrens sports day results, sharing drunken pictures of nights out with little on or else doing their best to ruin their relationships my digging up old boyfriends or girlfriends (they’d long forgotten) only to get busted by their other half.
But my REAL aversion to it it this.
TIME WASTING.
I know, I know.
People enjoy it.
But people enjoy CRACK (which is probably less addictive than Facebook) – doesn’t mean it’s good for them.
Where will society be in 50 years time if we all spend 30% of our day talking nonsense to people we don’t really like (or we’d have kept in real contact) when we could actually be creating real value for our society?
Not a popular thing to say.
And yes, it is nice to catch up with old mates (in moderation).
And yes, in some convoluted ways Facebook can help your salon or spa (if you’ve got a lot of spare time).
BUT, there’s another ‘KIDDY’ on the block.
And I’m sure you’ve heard about this little ‘BIRD’.
TWITTER!
Twitter allows you to build up a group of ‘friends’ VERY quickly – much quicker than Facebook. And then let them know what you’re up to at any time with a short message (I think it’s 40 characters or something).
NOW, here’s the good bit.
It is VERY, VERY easy to get YOUR clients to join you on Twitter.
AND then VERY, VERY, VERY easy to send out a quick ‘Tweet’ whenever you like letting them know about something happening in your salon or spa.
AND IT IS FREE!
So, say one Friday morning you get 2 cancellations – you could send out a quick Tweet on Twitter letting everyone know you’ve had 2 cancellations and if they’re fast enough they can grab an appointment.
EVEN better you can VERY easily start to really CONNECT with your clients.
Connection happens when they start to RELATE to you and your life.
Easy when they’re sat with you – you talk about family, children etc.
Twitter allows you to build that connection over time – for free.
PLUS, the people who join you on Twitter have friends. And THEY will see your TWEETS (most often). That means you can pick up new clients for free.
Would You Like a Video on How to Use Twitter for Your Salon?
If so, post a comment on here.
I’ll knock one up if there’s enough interest.
Best,
Henry.
PS: Just because I’ve slated Facebook here does not man I won’t ask you to join me on it… Hypocritical? You can decide… As you’ll see I do things a bit different…
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10 Places You Will Definitely Not Get Your Hair Cut
Posted by: | CommentsYesterday morning my fiancee said to me “Oh… You’re so serious…”
Not all that fair actually.
I was sat working away at my PC and she came into the office videoing me just as I was in the middle of something ‘important’.
Anyway, I stopped working, did a little dance for the camera and then we went into the front garden.
Swiftly followed by our seven cats.
I then proceeded to throw crab apples (as a joke) into the path alongside our house that runs to the beach.
Was I aware there were unsuspecting families of tourists armed to the teeth with li-los, sandwiches, sun cream and fondant fancies making their way to the beach… Of course not! But let’s just say I had to make a hasty retreat back into the house.
Nobody was hurt!
And this morning I cam across this… Which has had me in stitches for the last few minutes.
Hope you enjoy it…
Click Here – http://www.mademan.com/2007/09/10-places-i-am-definitely-not-getting
Have a great Sunday!
Best,
Henry.
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Warning – Your Salon or Spa Employees Do This When You’re Not Looking
Posted by: | CommentsWould you like to get inside the head of your beauticians, your nail techs, your masseurs, in fact any of your staff and KNOW what they’re thinking?
Imagine being able to know exactly what their mind is focused on at any one time AND CHANGE IT!
That’d be real cool eh!
You’d be able to like Jedi mind trick and out trick them all day.
If you caught them thinking about a chicken Caesar wrap then you could wave your hand in front of their face and say:
“You do not want a wrap – you want to get on the phone and call your inactive clients”.
Just imagine that.
Geez – business would be simple.
I mean, I do have a few Jedi powers (and I’ll teach you some some time – they’re DANGEROUS in the wrong hands though and I don’t know if I can trust you yet) and can use them to change what people think and get them to do stuff.
But I’m Afraid We Live on Planet Earth, not the Death Star
And it’s time for a BIG Dose of reality.
In fact facing REALITY and accepting REALITY is a FUNDAMENTAL to you achieving what you want.
Most salon and spa owners (and all business owners) are completely deluded.
They honestly believe that there employees have YOUR and YOUR salon/spas best interest at heart.
They truly believe that they want to come to work and they want to serve your clients.
Well I’ve got news for you BUDDY!
Codswallop…
In REALITY your salon or spa business, your profits are way, way down the list of what they’re thinking about.
Here’s a rough guide to what they’re really thinking about:
- Will Brad call me tonight.
- Has Jenny posted her holiday pics on Facebook.
- Did Jimmy junior win his sports day.
- How on earth will we pay for our holiday.
- Did Janine really kill Goliath on Eastenders (sorry, don’t watch it so made up the names).
- I wonder if I can get home early today.
- What can I sell on eBay tonight.
- What shall I wear out on Saturday.
- Did he really do that with her?
- Why won’t my Dad accept my boyfriend.
- Shall we have chicken or pizza for dinner.
- How fast can I get this set of nails done without being told off.
And then somewhere down at about number 17 – YOUR PROFITS…
Now there’s a big problem here.
And here’s what it is.
Where are your profits on YOUR list?
NUMBER 1!!
Ah!
Problem!
Your profits are not that important to your staff.
And even worse in 99% of cases you will not be prepared to accept it.
“My staff are different.”
“My staff are really focused.”
“My staff are really well trained.”
“My staff have incentives to do well.”
Sorry…
It’s because of this inability to accept you are not that important to your staff that so many employee troubles happen…
The moment you ACCEPT that your profits are not top of the priority list (in fact they’re) way down the list then you can embrace it and make plans to DEAL WITH IT.
Hope I haven’t scared you…
Doesn’t mean your employees are really good, nice and the best around. THAT has NOTHING to do with it…
Best,
Henry.
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