In this episode, Nathan is joined by Angeline Hayden, a teacher, salon industry educator, award winning business coach, podcaster and outdoor challenge seeker, to talk about how to provide better service in the hair and beauty industry.
KEY TAKEAWAYS
- I was a salon owner for 12-13 years who ran the business. I always looked at things from the point of view of the client as well as the stylists, the team and running the business. I got to a point where I got as far as I could go for myself and I wasn’t interested in training stylists and beauticians, I wanted to go into the education side of the salon while staying in the industry I love. I trained as a teacher, I’m now an assessor, I did a body language specialist course as well as mystery shopping. Then I developed Midas Customer Service Training, with my husband Gary, and I now do one-to-one and group coaching and I love my job.
- Sometimes the only thing that separates you from the salon up the road is your level of customer service. That’s why it’s so important to give, not just to every client, but every single day they’re in the salon to every single client.
- You’ve got to look at the customer’s journey through the salon. There are different touch points. When the client comes into the salon, the first thing I do is to teach them meet/greet body language and first impression. Especially with younger people, because our younger professionals don’t always have the confidence to make really good eye contact with someone. When you make eye contact with somebody you begin to trust that person. We teach them to build and make trusting relationships in the salon because, as we know, if you trust someone you’re more likely to buy from them.
- Complacency is a big issue. Never assume what the client wants every single time because they’ll surprise you sometimes. You are the professional, you are the one who should be educating them and solving their problems. They come to you because they’ve got problems, whether it’s hair, nails, skin, lashes, whatever. What you’ve got to do is use a bit of empathy skills, put yourself in their shoes, how would you feel if it was you? We get better at empathy as we get older, so coaching young people empathy skills is vital to their success with their clients.
BEST MOMENTS
‘If you stay in the industry that you know, you’ll be able to use your own expertise to be able to service your own customers.’
‘People will forget what you said and people will forget what you did, but people will never forget who you made them feel.’
‘If you make a bad impression it can take up to seven more times after that for someone to begin to change how they feel about you, get it wrong and you’ve got lots of repairing to do.’
‘If you don’t recognise bad customer service you can’t make it great.’
ABOUT THE GUEST
Angeline Hayden has been in the Hairdressing and Beauty Industry, owning salons for over 10 years. Prior to this she was working in telecommunications with BT. She is also a body language specialist and qualified mystery shopper.
Angeline will be a great contact for you to discuss your customer service requirements. Her attention to detail will surpass all expectations ensuring that her clients’ journey is exceptional,
Royal Marines Commando assault course is a firm favourite for a weekend pastime! But she also loves a Spa day!
Website: https://midascustomerservicetraining.co.uk/
ABOUT THE HOST
Welcome and thank you for reading this, I’m Nathan Plumridge salon owner and Hair Stylist. I’ve been in the industry for nearly 30 years and have been a salon owner for 23 of them. I have been fortunate enough to work and learn with some of the biggest names in the industry and this...
