1. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 31 On the Job

2. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. WHY STUDY WHAT IT IS LIKE ON THE JOB? Working in a salon requires each staff member to belong to and work as a team member of the salon. Learning to do so is an important aspect of being successful in the salon environment. There are a variety of ways that a salon may compensate employees. Being familiar with each way and knowing how they work will help you to determine if the compensation system at a particular salon can work for you and what to expect from it.

3. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Once you are working as a salon professional, you will have financial obligations and responsibilities, so learning the basics of financial management while you are building your clientele and business is invaluable. As you build your clientele and settle into your professional life there will be opportunities for you to use a variety of techniques for increasing your income, such as retailing and upselling services. Knowing and using these techniques will help you to promote yourself, build a loyal client base, and create a sound financial future for yourself.

4. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. The School Environment Forgiving - School is a forgiving environment Correctable mistakes -You get to do procedures over and over again until you perfect them. You make mistakes; they are accepted; and you get to correct them. Adaptable schedules-You are even given some leeway in juggling your personal life and schedules. When you graduate and obtain your license, that all changes

5. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. ACTIVITY: Divide the class into small groups of three to five students. Have them brainstorm about the changes they expect to experience as they move from the school environment to the work environment. Ask for a volunteer to come to the front and record the groups' ideas on the board or a flip chart.

6. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. The Salon Environment In the salon, you will be expected to put the needs of the salon and its clients ahead of your own. You must be on time and prepared to perform scheduled services or required functions regardless of what is going on in your personal life. Surveys show that 33 percent of salons are computerized and have Internet access. Larger, more upscale salons are far more likely to be computerized. Becoming computer savvy will be an asset on the job.

7. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. The Real World Do not expect to get the highest paid position doing only what you like best when you first graduate. You may start at the bottom as an assistant and work your way up. Where ever you start, you will be learning throughout the journey.

8. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Points for Client Service There will be cranky or difficult clients, but for the most part, the people you service will appreciate the work you do for them. Put others first. Sometimes you must put the needs of the salon and your clients ahead of your own feelings or desires. Be true to your word. Choose your words carefully and keep them honest. Become known as someone who can be counted on.

9. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Be punctual. Scheduling is central to the salon business. Being punctual is respectful of your manager, your coworkers, and your clients. Be a problem solver. Learn to recognize problems quickly, and develop your critical thinking skills to be able to offer reasonable solutions. Be a lifelong learner. Thinking you know it all when you graduate cosmetology school is naive, and extremely limiting. Learning can take your career in all kinds of new and exciting directions.

10. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Salon Teamwork Practice and perfect your people skills and become a good team player with the help of these guidelines. Strive to help. Be concerned with the success of your coworkers; stay late or come in early to help them. Pitch in. Be willing to help with whatever needs to be done, whether it’s folding towels or answering the phone and making appointments. Share your knowledge. This will earn you respect from your coworkers. Remain positive. Avoid temptations for negativity; don’t succumb to maliciousness and gossip.

11. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Salon Teamwork Become a relationship builder. This does not mean you have to be everyone’s best friend; you can, however, try to be friendly with everyone. Be willing to resolve conflicts. Conflict and tension are bad for everyone, but conflict is a natural part of life. Therefore, we need to learn to resolve conflict and strive for “win–win” results. Be willing to be subordinate. No one starts at the top. When you start at the bottom of the totem pole, so to speak, you will be subordinate to someone above you. Accept the position graciously. Be sincerely loyal. Loyalty is vital to the salon operation. Acknowledge that the more successful the entire salon is, the more successful you will be.

12. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Job Description A document that outlines all the duties and responsibilities of your particular position in the salon.  Read it carefully.  Make sure you understand it.  Ask necessary questions. Remember, when you accept the position, you are agreeing to perform and live up to all the requirements stated in the job description.

13. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Job Description Example ACTIVITY

14. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Compensation Methods There are four standard methods of compensation that you are likely to encounter. SALARY: Receiving a salary may be the best way to start out, as it guarantees a certain income while you are building a business. Salary will likely be minimum wage for new stylists. It can be paid as a flat or hourly rate Flat rate: You are paid the same rate regardless of the number of hours worked. Hourly rate: You are paid a specific dollar amount for every hour you worked.

15. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. COMMISSION: With commission, you earn a percentage of the money you generate as a result of the services you perform and the retail sales you conclude. Range: The percentage generally ranges from 25 to 60 percent and depends on your length of time at the salon and your performance levels. It may take a year of building a business before you can earn a comfortable living based on a straight commission. SALARY PLUS COMMISSION: With this type of compensation, you receive both a basic salary plus a commission on services and perhaps retail sales. This is common for those making the transition from junior to senior stylist. It can be used to motivate stylists to perform more services and increase ticket averages.

16. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. TIPS: Tips are customary in the beauty industry but are allowed based on the salon’s tipping policy. The usual amount is 15 percent of the total service ticket. Tips must be tracked and reported as income. Reporting tips will benefit you when it is time to report your income to obtain a mortgage or car loan.

17. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Employee Evaluations Feedback is the best way to keep tabs on your progress and improve your performance. It is common to have your first evaluation about 90 days after employment and then annually thereafter. Formal evaluations Informal help may be available from you manager or a senior stylist. Role model: Watch the other stylists and find one whose performance and behavior you wish to mirror. Ask him or her questions and get advice. Everyone likes to feel needed, so this stylist will not mind your requests.

18. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Financial Planning Research and plan: You must research and plan for things like medical insurance, retirement accounts, savings accounts, and so forth. It’s a small price to pay for a financially secure future. Debts and expenses: You must be totally aware of your debts and monthly expenses and plan for them in advance. You will then know how much you can spend for those personal and miscellaneous expenses that occur throughout the month. Personal budget: Your personal budget can be extremely simple or extremely complex. You choose, based on your own needs and goals.

19. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Activity

20. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Give Yourself a Raise There are several ways you can generate more income for yourself. Spend less. Spending less increases the amount of money left over at the end of the month to go into retirement or savings accounts. Work more hours. Increase prices and/or services. Once you have a loyal client base, you may increase your prices occasionally (no more frequently that every year or two), as long as the amount is reasonable. In a commission salary structure, however, you can give yourself a raise simply by generating a greater clientele or increasing the ticket average for the clientele you have. Retail more. Most salons pay a commission on products sold to clients.

21. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Seek Professional Advice Research and interview financial planners. Speak to bank officers. Questions to consider: How do expenses compare to income? What is your balance after expenses are paid?

22. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. TICKET UPGRADING OR UPSELLING SERVICES: The practice of recommending and selling additional services to clients. RETAILING: The practice of recommending and selling products to your clients for at-home hair, skin, and nail care. Principles of Selling

23. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Principles of Selling To be successful in sales, you need ambition, determination, and a good personality. Clients must like and trust you before they will purchase beauty services, cosmetics, or skin- or nail-care products. Every client who enters the salon is a potential purchaser.

24. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Know the benefits of all services and products. Ethically, you should only sell those that will benefit the client. Adapt your approach to the client’s personality and needs. – Soft sell: In this approach, you inform the client about the product without stressing that they purchase it. – Hard sell: This approach focuses very emphatically on why the client should buy the product.

25. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Be self-confident. Your confidence grows by knowing about the products you are selling and by believing they are good as you say they are. Ask questions. Generate interest and desire by asking questions that determine the client’s needs. Never misrepresent your service or products for sale. Don’t make unrealistic claims that will lead to the client’s disappointment.

26. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Don’t underestimate clients' intelligence. They know their own beauty regimens and particular needs. Be relaxed and friendly. If possible, also demonstrate the use of the product. Recognize the right psychological moment to close any sale. Once the client has agreed to buy, quit selling. Don’t oversell, except to praise the client for the purchase and to assure his/her satisfaction

27. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Overcoming Objections READ PAGE 999 (FOCUS ON) USE Scenario 1 Meet a Need. Pick a couple of students to role play page 1000 / 1001 ACTIVITY

28. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Psychology of Selling You have to figure out the reason the client has for purchasing a product or service. Reasons will vary widely. To look better. To feel better about self. To solve a problem (spending less time detangling hair, having hair hold its style longer, and so on).

29. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Sales Techniques Ask client what products used now. Discuss products while using them. Place product in client’s hands.

30. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Sales Techniques (continued)  Advise client how the service or product will be beneficial.  Keep retail areas clean, well-lit, and appealing.  Inform client about promotions or sales that are going on.  Know the merits of using a professional product. You have to make this product more valuable to the client than those over-the-counter brands they can purchase at the discount stores.  Offer a quick styling lesson.

31. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Five Points of Selling Establish rapport with client. Determine client’s needs. Recommend products/services based on needs. Emphasize benefits. Close sale.

32. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Building a Client Base A client base consists of the clients you serve on a regular basis who return to you again and again for your services. They are also known as “regular clients.” Building a client base depends mainly on your ability to build relationships. Here are some tips for building relationships with your clients. Send birthday cards. About one month prior to the birthday, send a card with a special offer valid for the birthday month only.

33. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Provide good service. Don’t rush through a service and leave the client feeling that the quality was lacking. Be reliable. Always be courteous, thoughtful, and professional. Be on time. Establish yourself as someone who can be trusted. Be respectful. Being respectful means that you do not gossip or make fun of anyone or anything related to the salon (clients, coworkers, management, products, and so on).

34. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Be positive. See the glass half full rather than half empty. Look for the positive in every situation. No one enjoys being around a whiner, griper, or complainer. Negative energy brings everyone down, especially you. Be professional. Do not cross the line from a stylist– client professional business relationship to a personal relationship. Remember, your job is to be the client’s beauty advisor, not a psychiatrist, marriage counselor, or buddy.

35. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Building a Client Base (continued) Use business card referrals. Print regular business cards with room for a client to put his or her name on it. When client refers friends, give 10 percent off the next salon service or a complimentary service with the next appointment for every referral sent. Use local business referrals. Work with other businesses near your salon in a card swap. You refer clients to them, and they refer clients to you. Speak publicly. Speak at meetings of local women’s groups, the PTA, organizations for young men and women, and anywhere that puts you in front of people who are potential clients. Put together a short program (20 to 30 minutes) on grooming, for example, and you are set.

36. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Rebooking Rebooking is the process of getting the client to schedule a future appointment before leaving the salon. This is accomplished through thoughtful dialogue and questioning. Talk about the condition of the hair, grooming habits at home, and the benefits of special salon maintenance.

37. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. ACTIVITY: Using the examples on page 1003 in your text book, write a dialog for rebooking with your partner. You will be sharing and role-playing.

38. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. On Your Way Practice makes perfect. Network with other professionals. Become a lifelong learner. Make career satisfaction your goal.

39. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part. Summary and Review 4. What are five principles of selling salon products and services? Please explain them. 5. What are six ways to expand your client base? 1.What is expected of a new salon employee, and what are two things you must do every day? 2.What are six habits of a good salon team player? 3.What are the three most common methods of salon compensation you are likely to encounter?