“Me” Service to Become “Team Service” – Part 2

September 15, 2019 | By Neil Ducoff | No Comments

In Part One of last week’s blog post (read it here), I detailed why the industry’s pervasive “I/me/mine” attitude is the major obstacle to teamwork and the delivery of extraordinary customer service.

More importantly, I detailed what feeds the “I/me/mine” mentality. Because owners obsess over how much each individual brings in, the message being sent is that their “I/me/mine” numbers are all that matter.

  • Teamwork is compromised. Customer service is compromised. Team service doesn’t stand a chance.

Read Part One for my recommendations on how to shift your salon/spa from “Me” thinking to “We” thinking. This is a prerequisite to team service.

If you’re thinking, “What’s the big deal? Clients at my salon/spa are free to see anyone they want.”

My response is, “Are they really?” When clients call to schedule an appointment, the first question they’re asked is, “Who with and what day and time?” That’s “Me” service, not team service.... Read More

In Part One of last week’s blog post (read it here), I detailed why the industry’s pervasive “I/me/mine” attitude is the major obstacle to teamwork and the delivery of extraordinary customer service. More importantly, I detailed what feeds the “I/me/mine” mentality. Because owners obsess over how much each individual brings in, the message being sent is that their “I/me/mine” numbers are all that matter. Teamwork is compromised. Customer service is…
Read More

Categories: Productivity , Teamwork

“Me” Service to Become “Team Service” – Part 1

September 8, 2019 | By Neil Ducoff | No Comments

I’ve been in the salon/spa industry for 50 years. I know, because I counted the decades since cosmetology school on my fingers just to be sure.

To me, the salon/spa business has always been about customer service. You’ve heard all the buzz phrases:

  • The customer always comes first.
  • The customer is always right.
  • Meet and exceed expectations.
  • Create extraordinary customer service experiences.
  • What would a $500 haircut experience be like?
  • Hell, what would a $10,000 haircut experience be like?

No one, I mean absolutely no one, doesn’t appreciate extraordinary customer service. More importantly, no one ever forgets extraordinary customer service experiences.

I’ve been teaching and coaching business since the mid 70s. I’ve owned my coaching and training company for 26 years (it will be 26 years on September 13th).

In all these years, no has ever said “the hell with the customer,” or, “customer service doesn’t matter,” or, “do great work and you can treat customers like crap.” No one.... Read More

I’ve been in the salon/spa industry for 50 years. I know, because I counted the decades since cosmetology school on my fingers just to be sure. To me, the salon/spa business has always been about customer service. You’ve heard all the buzz phrases: The customer always comes first. The customer is always right. Meet and exceed expectations. Create extraordinary customer service experiences. What would a $500 haircut experience be like?…
Read More

Categories: Uncategorized

That Love/Hate Relationship with Your Salon/Spa

September 2, 2019 | By Eric Ducoff | No Comments

Of course, you love your salon/spa business. You’re proud of what you built. You should be. Heck, starting and growing any business is tough work — especially these days.

And with all that pride and passion you have for your business, there are those times when you don’t feel that much love. In fact, there are times you just plain old hate your business.

FACT: As an owner, you openly share your love for your business with everyone. When you’re in “hate” mode, you hold it all inside you.

You only discuss the hate stuff with that little voice inside you. It sounds something like, “I’ve had enough of this [insert problem].”

When you go deep into hate mode, the internal conversation sounds like, “I’d like to sell it and get out.”

Guess what? The whole love/hate relationship with your business is simply part of being an owner. Owners can’t “punch out at the end of the day” and leave the problems at work. The problems and challenges stay with you 24/7/365.... Read More

Of course, you love your salon/spa business. You’re proud of what you built. You should be. Heck, starting and growing any business is tough work — especially these days. And with all that pride and passion you have for your business, there are those times when you don’t feel that much love. In fact, there are times you just plain old hate your business. FACT: As an owner, you openly…
Read More

Categories: Leadership

Retail Recommendations Drive Retail Success

August 25, 2019 | By Neil Ducoff | No Comments

The retailing of professional products through salons and spas is a no brainer. Always has been.

Retailing in salons and spas has also been a source of major frustration for owners and employees.

As an owner, you want employees to sell retail, while at the same time, many employees avoid selling retail as if “selling” is something evil. The infamous service provider excuse is, “I’m an artist, not a salesperson.”

Many years ago, Strategies started teaching and coaching a system we fondly call “Happiness.”

“Happiness” is simply a procedure that service providers are required to use at the end of a service — before the client leaves their chair, station or treatment room.

“Happiness” has the following five steps for a service provider to complete:

  1. Provide every client with a recap of the services/work completed.
  2. Verbally recommended professional products for the client to use between visits — and write the product names on the client traveler, ticket or designated piece of paper.
  3. Verbally explain the recommended maintenance cycle with an “on or about” date for the next visit — and write that “on or about” date down below the recommended products.
  4. Tell the client that guest services will assist the purchase of the recommended products and schedule (prebook) the client’s next appointment. (To drive prebook and client retention rates, guest services can schedule the next two or three appointments.)
  5. To complete the service provider’s “Happiness” requirements, the written recommendations for products and future appointments must be handed to guest services by the service provider, or designated employee.

“Happiness” has the following two requirements for guest services to complete at client checkout:... Read More

The retailing of professional products through salons and spas is a no brainer. Always has been. Retailing in salons and spas has also been a source of major frustration for owners and employees. As an owner, you want employees to sell retail, while at the same time, many employees avoid selling retail as if “selling” is something evil. The infamous service provider excuse is, “I’m an artist, not a salesperson.”…
Read More

Categories: Profitability

“My” Numbers VS. “Our” Numbers

August 19, 2019 | By Neil Ducoff | No Comments

As a salon/spa owner, what’s more important to you, the revenue one service provider brings in, or, the total revenue your company brings in?

The obvious answer is, the total revenue your company brings in.

So why is the industry so obsessed with individual revenues?

Why is it that an individual’s total revenue is the first number discussed in performance reviews?

Why is it that individual revenue numbers get posted for all to see and total salon/spa revenues are rarely posted?

And why is it that so many owners don’t want their employees to know their company’s total sales?

Yes, I get that all those individual “my numbers” add up to total revenues.

I also get that the more an individual brings in, typically determines that individual’s value to the company. So much so, that the more an individual brings in, the less important other critical performance numbers and behaviors become.

So, what’s the BIG challenge spotlighting what each individual brings in, over shining that spotlight on your company’s total revenues? ... Read More

As a salon/spa owner, what’s more important to you, the revenue one service provider brings in, or, the total revenue your company brings in? The obvious answer is, the total revenue your company brings in. So why is the industry so obsessed with individual revenues? Why is it that an individual’s total revenue is the first number discussed in performance reviews? Why is it that individual revenue numbers get posted…
Read More

Categories: Financial Literacy

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