The benefits of new clients and Facebook that EVERY hair & beauty industry professional should know!

 

This is Me 

No coverup makeup for my skin issue. Dots and spots that decided to take up real estate on my face just a few years ago all out on display. And then there's the very visible in person, grey strands streaming silver from my late thirty something year old scalp as the icing on the cake. But I stand here in my flattering fit vibrant red dress that makes me feel beautiful NOW even though I'm also back on the weight release train. 

After a week of being super unwell and dealing with some rocky relationship issues, I was stronger after coming through to the other side but in major need of a nurture me appointment. 

The "nurture me" part of the appointment was my intention, nobody was actually offering that specifically. I spent hours scrolling several local salon Facebook pages to help me find a hairdresser that stood out as someone I believed would provide me with a wonderful professional self-care experience and who could take my hair from Cruella de Vil to a beautiful glam blow out with noticeable highlights and a rich chocolate in between that I wanted. 

I called and booked this place as my 2nd choice after my 1st choice told me they had no appointments for the rest of the week. I asked specifically for their stylists who's work had been posted on their facebook page. This 2nd choice didn't have pictures of the hairstylists work but I've only ever known the salon to have a great history and reputation in the city and the story posted about the stylist I booked with along with that stylists client testimonials in the comments were enough to get me to pick up the phone and call. 

Now I'm the type of client who doesn't bother with salons for months and sometimes years. Mostly because I often battle myself over using the budget I save up for myself for family needs instead.

But here's the thing, if there is a hairdresser I find that is super passionate about delivering results for all their clients and makes me feel genuinely cared for as their client and of course does an absolutely AMAZING job on my polynesian thick textured hair, I and any woman period who values self-care and self-nurturing will always make room in the budget!  After my hours of research and then my experience with choice no.2, I'm still looking! 

I'm also a person who once she makes her mind up, I'm all in! The tasks of that process for all busy, overstretched, juggling Mothers before a lengthy hair appointment means we've organized our kids to be taken care of, we've got transport sorted to get there and the dinero to spend!  So when we call, we really do need the appointment when we say we do!  

As much as my hairdresser was a nice enough decent human, he lacked in connection and care BIG TIME. His main concern was on the profit he'd be making from my appointment, how do I know this? because he told me that he rents a chair in this salon (which by the way, the post never pointed out) and not that he should've put this burden on me in the first place but he also felt it important to mention that he'd be lucky to make $40 from my well over $100 budget I'd expressed before we started anything. 

He made mention of the money side of things more than once well after the foils were in and how my budget of $140 that I'd set before starting did not cover the finishing styling part afterward. 

I understood this after reflecting on the salon price package offers I'd read before calling. Basically, if you set your own budget in this salon, you must accept that the final look finishing/styling after a color service is considered a (frill) that you must pay extra for.  

Frills aside, seriously though and this is to all hairdressers out there, when your client leaves the salon your name goes out with them on their heads, so why would anyone in their right mind be happy to not send their client out looking their best! I knew that wasn't going down for me so I demanded it and he told me an extra $30 which I was fine with. 

Also, I'm not sure if it's the new rules since covid but last time I was in a salon as a hairdresser and more recent than that as a client, being offered a beverage and something to read while you sit and wait was a standard part of the service. Just one part that makes you feel like you're being taken care of. 

I didn't get too caught up with it though as I did observe none of the other clients were offered those simple hospitality gestures either. Although at the prices the salon charges, the lack of these simple hospitality gestures does seem ridiculous or am I completely out of the loop of how much salon owners have to pay to operate these days? Is the offer of a glass or disposable cup of water too much these days? Again if it's part of post covid-19 procedures fair enough but at least have the courtesy to tell a girl sheesh! 

By the way I was already prepared with my own drink bottle and book but to be genuinely asked is still something that matters to clients. 

This image is me during just ONE of the many times I was left alone throughout my appointment without any goodbye, kiss me arse or nothing as my mum would put it. Including not a word before leaving me under this heat thingy either. 

Coming from the hair industry I knew what the heat thingy was set up to do even though I've forgotten the name but again it's just common courtesy / customer service 101 isn't it? 

When I first arrived there were staff members at and around the reception however from that moment to the good few hours I spent there and upon leaving, there was no greeting, no eye contact, smile, or even inclusion of friendly banter conversation toward me or toward my stylist for that matter. 

The message of (we're all here for ourselves and our own clients only or only those we choose to help) was silent but LOUD AF for all my precious senses to receive. 

The complete opposite of my core values whether in business or life, hell anytime I'm in a position or situation to show up and serve others whether I'm being paid for it or not. 

Simple whanaungatanga and manaakitanga values and principles that don't cost a thing! 

Togetherness, Unity, Appreciation, Whanau Team atmosphere, and making every single client that walks through your door feel like a celebrity for simply showing up and regardless of how much you make financially from their visit. 

Think Will Ferrell who plays Buddy on the movie Elf level. If that 

 level would freak your clients out too much, take it down 

 a few notches, either way he's the perfect example of how to make someone feel like a celebrity when they arrive! 

The exchange of energy and what that energy can lead to is WAY more valuable. Pity, not one of those staff members I encountered yesterday realized this basic 101 fact otherwise this blog post would be much more to their benefit. 

The last point I will share of this new client experience comes down to competency and listening skills. If you have NEVER dealt with thick, coarse hair texture, don't approach it like you would when you blow out your usual clients with thinner and finer textured hair. You'll find that you get more of this result, a result that I certainly saw growing before my eyes at one stage before I demanded the ghd's and actual hair product to be used. I've never had to ask for hair product before, that was weird and hella frustrating. 

My top takeaway insights: 

• When you focus too much on what you want or don't have, you're blind to the beauty of what you have right in front of you. 

• A space can look pretty and luxury per se, have a good rep in the city and charge the high ass prices that would suggest you're gonna receive the level of experience that the price tag asks for, however in my new client experience I believe Forest Gump summed it up best. "like a box o' chocolates, you never know what'chya gonna get".

• The vibe and energy you pour into a space through the way you feel about yourself and how you show up there firstly will 100% impact on how you make everyone else feel around you and those who enter, good or bad, you get to choose.

•  As humans we're wired for connection. You put the effort in to making your clients feel like they matter and not only will they give you their repeat business but they'll also sing your praises to the WORLD! The best form of marketing - free, authentic and straight from the heart. 

• When a situation you invested in and committed to be in, presents it's self to you in a way that makes you sit up and say WTF is going on here? Pause, Breathe and take that moment to reflect on what lesson or insight you're meant to be paying attention to right now! 

There's always something trust me! If you keep getting the same lesson, that's life telling you, you still ain't learned the lesson yet! 

Mine was - Love and stand up for myself like I would my own kids and never expect others to love me more than I love myself.  

Thank you for taking the time to subscribe, read, and share my blog post, it means a lot to me!

I see you, you are never alone XO 

Erena 

Nurture her - Real Talk stories that matter 

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