Salon Managers: 5 Tips That’ll Help You Find Success
Sport Clips managers, coaches, area developers, team leaders and stylists from all over the country (and Canada!) came together for the 2017 National Huddle in Las Vegas, and it was the biggest one yet. More than 3,000 Sport Clips employees attended this year’s conference, truly living out this year’s theme: #DreamTeam.
From the breakout sessions, to The Look Competition—which closed out the event—to artistic presentations from Nioxin, Paul Mitchell, American Crew, Gibs Grooming, Sexy Hair and Joico, it was the event of the year for Sport Clips and left attendees feeling motivated.
As always, business was at the forefront of the breakout sessions and we gathered some of the best tips so you can find success at your salon. Check out our top five takeaways from the event.
BTC’s Nicki with Robert Cromeans and Mary Cuomo after
one of his breakout sessions.
1. Exceed Your Client’s Expectations
Salon success really boils down to the clients, so you want to make sure you and your stylists are going above and beyond when it comes to customer service. “When you exceed the value of what somebody expects, things change. Gratuities change. Loyalty changes,” says Paul Mitchell Global Artistic Director Robert Cromeans. “Don’t give them what they thought they bought, give them a bigger value.” Robert’s advice? Spend time giving your client the ultimate head massage at the shampoo bowl. This does wonders for client loyalty, and he’ll tell his friends about you, too.
2. Embrace Your Choices
Sport Clips Artistic Team Advisor Julian Perlingiero is a big believer that the choices we make lead to the experiences we live. One choice that dictates your success? Your company. “You’re only as successful as the people you hang out with,” says Julian. “The people you hang out with will lead you down the right path or down the wrong path to success.” So embrace your choices and let them lead you to where you need to be, because every day you make your path.
Julian Perlingiero focused on the impact our choices make on
our lives and how they lead us to where we’re meant to be.
3. It’s All In The Guy-alogue
You can’t say the same thing to your male clients as you would your female clients. Case in point? Women are all about adding volume while men shy away from the idea of it. So Robert says, as a team, you should come up with the best words that describes what you do. “The more dangerous you can power your words, the more effective you’ll be in the consultation,” says Robert. “And it’s very important that you’re effective because you’re on time limit…Do your research and find the best words so you can expand your guy-alogue.” For example, instead of acknowledging his baldness, refer him to anti-aging products because Robert says anti-aging is big for men right now. Men will also be drawn to phrases like, “edge up,” “high performance” and “make hot guys hotter.”
4. Students Like Simplicity
Opening your salon up to student apprentices is an amazing way to give back to the industry and help build up future stylists that can in turn bring clients to your salon. But teaching students or new grads can feel intimidating if you aren’t used to it. Here’s a tip from Hattori Hanzo Shears Educator Justin Thomas—these new stylists are there to learn and will be thrilled to learn from you. Stuff that seems easy to you will be a milestone for them, so remember to keep your education simple!
The student finalists of The Look compeition got to attend a
hands-on education class with Justin Thomas.
5. Just remember T.A.F.Y.
Not sure how to respond to reviews so you just ignore them? That’s a big no-go. Sport Clips Digital Marketing Program Manager Chad Jordan has a foolproof formula for responding to reviews: T.A.F.Y. Whether it’s a positive or negative review, first you want to thank the person for writing a review, then acknowledge their experience, include a future action and then yield by leaving the review at that. Short and sweet is important here.