The Real Hair Truth, Volume 1 by Joseph Kellner
The Real Hair Truth is the first documentary that I have seen in my 20 years of being in the beauty industry that has portrayed many of the thoughts and feelings about the hair business that I have had for many years. If you are a hair dresser, salon owner or thinking about becoming involved in the industry, please watch this film with a positive open mind. Although on the surface, this documentary may be taken as negative about the hair industry, it is not. Our industry is at a turning point in our country. No longer is becoming a hair dresser associated with those individuals that are considered “not college material” or for those who don’t know what they want to do with their future. According to one of The Real Hair Truth’s contributors, Eric Charles Mokotoff, an accomplished hair dresser, educator, and colorist, “it is a profession of art, science, psychology, creativity, fashion, beauty, trend, media and well-being.” Joseph Kellner, a successful hair dresser and make-up artist of over 20 years, is calling for a positive change at the appropriate time. This is exciting to me! He covers many different topics including practical advice on being a successful hair dresser, how to look for the right salon to start in, the necessity of apprenticeship, the importance of continuing education, booth renting verses commission based salon programs and salaries, hair shows, maufacturer based beauty school education, and so much more. Please buy this film, pass it on, put into practice what you learn and become part of the change. (Plus, Joseph donates a portion of the proceeds from this documentary to go to continuing education for hair dressers that cannot afford it!)
Being pampered is one of the major draws of the salon experience. However, feeling like your service was catered especially for you is priceless. The more you know about someone, the better you can customize your services to fit their needs.
Joseph Kellner makes some strong relevant points in Real Hair Truth.com and gives some very helpful tips for developing a rapport with a client through active listening. Engage your customer with open-ended questions to elicit a more detailed response. As they respond, make sure you pay attention to what they are saying. Do not assume that you understood everything they said. Always restate their answer to make sure there is no miscommunication.
Once you figure out your clients individual needs, you become a more effective seller of your products. As you are doing their hair, you can explain how the products work. By having knowledge about the product and seeing immediate results, the client is more likely to purchase the product for their personal use when they cannot make it to the salon.
Personalizing the promotions you offer can also boost customer retention. One of Joseph Kellner’s motto’s for great customer service is “discovering new ways to delight the ones you serve.” Let’s say you have a client that is a teacher, you could give them a public servant discount. Working in the school system allows your client to be exposed to all sorts of people in the community. When they mention to others that your salon supports teachers, that helps solidify your brand as one that gives back to the community.
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