Chapter 31 On the Job

1. Chapter 31 On the Job © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

2. “Someone has defined genius as intensity of purpose: the ability to do, the patience to wait…. Put these together and you have genius and you have achievement.” – Leo J. Muir © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

3. Objectives • Describe what everyday behavior is expected of a new employee. • List the habits of a good salon team player. • Describe three different ways in which salon professionals are compensated. • Explain the principles of selling products and services in the salon. • List the most effective ways to build a client base. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

4. The School Environment • Forgiving • Correctable mistakes • Adaptable schedules © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

5. The Salon Environment • Salon and client needs first • Salon computerization © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

6. The Real World • Do not expect to get the highest paid position doing only what you like best when you first graduate. • The bad news is that you may start at the bottom as an assistant and work your way up. • The good news is that you will be learning throughout the journey. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

7. Points for Client Service • Put others first. • Be true to your word. • Be punctual. • Be a problem solver. • Be a lifelong learner. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

8. Salon Teamwork • Strive to help. • Pitch in. • Share your knowledge. • Remain positive. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

9. Salon Teamwork (continued) • Become a relationship builder. • Be willing to resolve conflicts. • Be willing to be subordinate. • Be sincerely loyal. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

10. Job Description • Read it carefully. • Make sure you understand it. • Ask necessary questions. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

11. Job Description Example © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

12. Compensation Methods • Salary – Flat rate – Hourly rate • Commission – 25 to 60 percent (experience required) • Salary plus commission – Basic pay – Commission on services and retail • Tips © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

13. Employee Evaluations • Formal evaluations • Informal help • Role model © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

14. Financial Planning • Research and plan. • Be aware of debts and expenses. • Build a personal budget and live by it. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

15. Give Yourself a Raise • Spend less. • Work more hours. • Increase prices and/or services. • Retail more. Most salons pay a commission on products sold to clients. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

16. Seek Professional Advice • Research and interview financial planners. • Speak to bank officers. • Questions to consider: – How do expenses compare to income? – What is your balance after expenses are paid? © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

17. Sell, Sell, Sell • Ticket upgrading or upselling services • Retailing © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

18. Principles of Selling • Know the benefits of products. • Adapt to client’s personality and needs (hard or soft sell). • Be self-confident. • Ask questions. • Don’t misrepresent services or products. • Don’t underestimate clients‘ intelligence. • Be relaxed and friendly. • Recognize when to close the sale. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

19. Overcoming Objections • Reword the objection. • For example: – You offer a client who has just received a color treatment a shampoo for color-treated hair. She states she already has a shampoo for color-treated hair. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

20. Overcoming Objections (continued) • “It’s good to use a shampoo for color-treated hair. However, I noticed that your hair is still dry, even before we applied the color. This shampoo not only protects your color from fading, it will also moisturize it, which will add the shine you said you wanted.” © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

21. Psychology of Selling • Determine client’s reason for purchasing. – To look better – To feel better about self – To solve a problem © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

22. Sales Techniques • Ask client what products used now. • Discuss products while using them. • Place product in client’s hands. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

23. Sales Techniques (continued) • Advise client of product benefits. • Keep retail areas clean, well-lit, appealing. • Inform client of promotions and sales. • Stress merits of using professional products. • Offer quick styling lesson. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

24. Sales Techniques (continued) © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

25. Five Points of Selling • Establish rapport with client. • Determine client’s needs. • Recommend products/services based on needs. • Emphasize benefits. • Close sale. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

26. Building a Client Base • Send birthday cards. • Provide good service. • Be reliable. • Be respectful. • Be positive. • Be professional. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

27. Building a Client Base (continued) • Use business card referrals. • Use local business referrals. • Speak publicly. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

28. Rebooking • The process of getting the client to schedule a future appointment before leaving the salon © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

29. Tap All Resources • There are many books and Web articles that give great strategies for building a client base and keeping clients coming back. Choose a new strategy every month or so until you find one that works best for you. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

30. On Your Way • Practice makes perfect. • Network with other professionals. • Become a lifelong learner. • Make career satisfaction your goal. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

31. Summary and Review • What is expected of a new salon employee, and what are two things you must do every day? • What are six habits of a good salon team player? • What are the three most common methods of salon compensation you are likely to encounter? © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

32. Summary and Review (continued) • What are five principles of selling salon products and services? Please explain them. • What are six ways to expand your client base? © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

33. Congratulations! You have completed one unit of study toward course completion. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.