People skills: What you need to know

Dealing with the technical side of a salon is easy - it's what you've been trained for years to do. Dealing with people and their emotions and personalities is a whole different ball game. Customer care expert Julie Eldrett explains the rules of communication. 

The interaction we have with other people can have a positive outcome or a negative outcome. It’s up to you and your behaviour and attitude. First off, be aware of two simple sayings that hold a lot of truth: "Behaviour breeds behaviour" and "It's not what we do, but the way we do it, that can make the difference."

In our day-to-day salon life there are two main categories of people: the team and the customer.

1) The team

• * How the team interact with the salon customers will have a direct effect on your business.
• * The minimum you should expect from your team is for them to portray to the customers that
  they are consistent, friendly, professional, approachable and knowledgeable.
• * Explain to the team your goals and vision for the salon. Involve them as much as possible so they
  have a clear picture of how they fit in and how they can help achieve the goals.
• * The team need feedback – if they feel unnoticed or undervalued they will soon develop
  a “not bothered” attitude, which will be to the detriment of your business.

2) The customer

• * The salon must portray to the customer that you value and care about them and that you enjoy your time with them. This will help to ensure they want to repeat the experience. 
• * Compare it to having a dinner party. Before any guests arrive you would prepare the house, the food and yourself all in good time of their arrival. You would do this because they are friends and guests and you want to make them feel welcome and valued.
• * It's the same in the salon. You need to stage manage everything, even down to the standard of refreshments you offer, including what you serve them in and how they are served.