Today's blog is not for you, it is for me.
I've had a couple of redos over the last month...enough that it is time to sit down and analyze the situation. That's not to say I don't ever expect them to happen...but I've had one or two a week for the last few weeks and that's too many. Its too many if you are just starting out in this industry, and way too many for someone who has been here for a decade. So why do redos happen? Let's talk.
Its usually one of three things. There is a missed connection in the consultation...the formulation is incorrect...or its the wrong placement. For me, in the colors I have had to tweak recently, its a combo of number one and number three. I'm either not hearing what the guest wants in its entirety...I'm not saying the right words to help them understand what I need to do to achieve the goal...or I'm just out and out not placing my dimension where they want to see it.
Being behind the chair is hard, ladies and gentlemen. Its part psychology, part chemistry, part artistry, and part shutting your word hole and listening. If I could pick a magic power...well, I'd choose to bring any fictional character to life that I wanted. But if it was work related, I would choose telepathy. Because "natural" to me is not the same thing as "natural" to my guest. Its hard to balance what industry articles tell us: "offer new suggestions every time!" to returning guests with the reality that if I ask this one guest I have tomorrow if he would like a new suggestion I know he will leave. (Ive done it in the past...he wants the same thing. SERIOUSLY.) "Do whatever" does not mean that. A consultation might take 20 minutes to decide on a look and when the price is discussed, its back to the drawing board we go.
With smiles on our faces!!
With one guest, what she said she wanted is actually the opposite of what she wanted. Four hours of correction later, she is happy. I should have charged her. I did not have the guts.
With another guest, despite 600 + grams of color and a methodical application, I have to re-saturate a tiny area. Ok. My bad.
With another guest, her "natural" placement at the crown should have been translated as "5 shades lighter than my natural instead of just 2." Ok. 6 foils re-placed and we're all set.
One is someone else's guest that got squeezed in. One is a long time regular. One is brand-spankin new to the salon.
I hope they all come back.
What's the moral of the story?
CONSULT THOROUGHLY. USE PICTURES. NO, NOT THE ONES ON THEIR PHONE. GET GOOD PHOTOS.
BE CLEAR AND CONCISE.
TELL THEM APPROPRIATE HOME CARE.
And, I'll just admit it, my retail sucks lately. My prebooking is decent but not at 100%. I can be scatterbrained and some days its hard not only to complete the service wheel including consultation, find a cape thats not dirty, oh shoot we ran out of towels during the shampoo, section cleanly, adjust cutting stance to a sometimes limited space, deliver the technical aspect, find the products I want to use on them in the midst of a jumble all over our salon (and sometimes we are out) teach them what products to use, how to use them, what tools they need, go reset the breaker after my dryer blows the fuse, finish, try to explain to them what they need to get over all the noise in the salon, walk them up front with the traveler, show them product, prebook at the computer, go clean for the next guest.