THE REAL HAIR TRUTH
Tag: beauty salons
Chris Rock’s “Good Hair” Opens Eyes to African-American Beauty Culture
When Chris Rock’s daughter, Lola, came to him crying and asked, “Daddy, how come I don’t have good hair?” the bewildered comic committed himself to figuring out the complex answer to his daughter’s simple, but profound question.
In the documentary film, Good Hair, Rock takes us on a fascinating journey through the international business trade of hair weaves, the science behind relaxers and the surprising question of how much black women spend on their hair.
During a press junket for a film festival in Salt Lake City, Rock discussed with Salon Magazine journalist Andrew O’Hehir how the initial idea for the film expanded the further he investigated.
“It kind of blew my mind, the idea that in an African-American household you got this Porsche that nobody can see, these working-class and middle-class black women spending thousands of dollars… buying a Porsche that nobody sees.” He adds, “There is a whole economic realm to this that I didn’t know about at all.”
Human hair is India’s single largest export. He also sees how the culture has adapted to make harvesting the hair easy and profitable for the industry. Many Hindu temples conduct “hair sacrifices” during religious ceremonies that allow members of the temple a few moments of cultural distinction (and no money) in exchange for hair that can later be worth thousands of dollars. This “sacrificed” hair is processed and sold to hair dealers around the world who, in turn, sell it to local dealers who, in turn, sell it to salons and hair vendors at a huge profit.
How does Rock view this suspicious economic angle? He tells O’Hehir a different cut of the movie exists where Rock treats the hair trade as a problem for black females. He later calls on women to reject this international cartel of exploitation. But, he says, in the end that version simply wasn’t as fun to watch. He said he would rather inform and entertain rather than divide and mobilize.
On that tip, Rock succeeds. The movie is a serious, yet non-confrontational look at how cultural norms can make us do and believe some crazy things. It’s entertaining, but not angry. Celebrities such as Ice-T, Nia Long, Paul Mooney, Raven Symoné, Maya Angelou, and Reverend Al Sharpton all candidly offer their stories and observations that add much more entertainment to what could have become a sobering, but impersonal look into the culture of beauty in the world.
Customer Service Secret Number Two
Customer Service Secret Number Two – provide true customer service. In today’s market environment, service has become a cliché and it seems like “everyone’s doing it.” So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can?
One size shoe does not fit all feet. Nor is one type of customer service suitable for all your customers. Let’s say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because it’s difficult for him to get out and shop in person.
But your second customer may enjoy “window shopping” and carrying his purchases around with him as he goes from shop to shop. He is not the least interested in your home delivery service. So, with what you save by not needing home delivery for this customer, why not offer him an equivalent discount on a second cash purchase, or give him an in-store percentage-off coupon that he can use the next time he’s in your store?
I repeat, be creative. Get to personally know your customers and recognize their individual needs. Above all, make certain that what you are offering really is something that your customer can value; that’s the key to good customer service.
Business Ideas!
Recession rewards those who are nimble, not those who analyze and ponder until the opportunity passes them by.
If your organization is drifting into these bad practices, you need to make changes right now.
Delivery of new products and new services to existing customers.
Creation of the perception of increased value and worth.
Strong public and community image.
Strategic initiative to plan for inevitable upturn, no matter when it occurs.
Daily efforts to build trust, confidence, and interaction with CUSTOMERS.
Development of new markets for existing products and services, including global markets, even for smaller businesses.
Paying local and smaller suppliers first, to help keep them in business and become their priority customer.
Creation of banking relationships, credit lines, and financial reserves.
Industry/professional leadership, assuming a visible and assertive role and becoming leaders in discussing conditions and solutions.
Constant presence in the customers’ eyes through all available media which are relevant.
Yes, local businesses are up against tough odds this year. The good news is that Wall Street and the government seem to be committed to getting the economy back on track. In the meantime, stay positive! Here are a few quick ideas for making the best of tough times.
Increase your personal presence in the community. Personal contact and prompt follow-ups are key to winning your customers’ hearts – and business. Follow-up that holiday card with a phone call, a simple email or an e-newsletter. Get active in your local Chamber of Commerce, area franchise association or civic organizations.
Almost every major employer invites people from the community in to speak at staff meetings, “learning lunches,” or benefits fairs. Call to find out when these events take place and ask to be included. There is generally a fee or donation-in-kind required to participate, but the face time you receive with potential clients is invaluable. To find likely organizations, scour local chamber websites and member listings.
Toot your own horn. Did your staff attend a seminar or convention to further their education? Did you become certified in a new field of expertise? Send a short press release to your local newspaper with a photo. Worst case, they will ignore you or hit you up for an ad. Best case, they’ll do an article on you and your business.
You know local search is important. But research just released by the Pew Internet & American Life Project shows how essential Internet marketing is – particularly for attracting young adults.
This rising group of shoppers – Millennials now aged 17-24 – was born with keyboards in their hands. Over 90% use the Internet and 86% rate mobile phones and the Internet as their preferred way to get information and communicate. They hardly use local phones and cable and satellite TV rank as “preferred” among less than 5% of those surveyed.
What’s great for local businesses is that their constant desire to be in touch and openly share experiences has dramatically changed how they shop: Millennials start by “pre-shopping” on the Internet, but actual shopping is done locally as a social activity. That’s because this group needs constant validation from peers and is always in touch with friends!
Price increase >>>> “Buy now” incentive. If you need to charge more, let customers know in advance. Be honest and specific about the reason. And sweeten the increase by offering core customers an early-bird deal. Sample messaging: “Out of necessity, our rates have increased slightly this year. However, if you (come in, contact us, call me) by January 10th, we can still honor 2008 prices. We are also happy to extend this offer to anyone you might refer to us …”
Downsizing >>>> Better service. Cutting staff, hours, or services can help you keep your business healthy unless it sends the wrong signal to customers. That’s why you need to nip negative perceptions in the bud. To do it, bring your downsizing out into the light. Be honest about what you’re doing and why, but keep it positive. Example: “… this has given us the opportunity to get back to our roots, to what we have always loved the most and done the best. So yes, our (services, staff, offices, etc.) may be a little smaller, but our quality, value and commitment to customers is bigger than ever.”
Joseph Kellner
Practice Good Customer Service
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.”
ANSWER YOUR PHONE
Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. Notice I say “someone”. People who call want to talk to a live person, not a “fake recorded robot”.
Don’t make promises unless you WILL keep them.
Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise – because nothing annoys customers more than a broken one.
Listen to your customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service.
Be helpful – even if there’s no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?
Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn’t) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at…”
Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
Throw in something extra.
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.
If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!
The Real Hair Truth 
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