Inspiration

Wednesday, 28 May 2014 10:47

Quit taking it personally!

Today I want to talk to you from school owner to school owner about selling retail. Getting students to sell retail is hard. Trust me I get it.It isn't an easy feat. I think one of the most challenging parts is getting students to buy in to why they should sell retail.

When I talk to our students about selling retail, I ask them: "Do you want to work for a company that can grow, expand, provide new services and products and increase salaries?" "Do you want to work for a salon or spa that can reinvest back into the employees in the company?"

Most students nod their head and answer "Yes". I tell them, okay then you need to sell retail. Selling retail generates significantly more profit than services. It makes a salon or spa more money per dollar than any service.

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I explain to our students that selling retail is like going to the gym and working on your muscles. The first time you do it, you are really sore. The second time you do it you are sore. The third time you do it you are sore...but not quite as sore. The fourth and fifth time it becomes easier. You're still sore, but barely. By the seventh and eighth time it becomes much easier. You hardly notice the soreness, and you discover that it's getting easier. The more repetitions you do of something the greater you will be at that particular thing.

We teach our students the Prosper U method for selling retail. It's a method I've used for years in my salons, my stylists use it and I know it works. We simply teach our students to "tell not sell" and give them a script to use.

It's easy.

It's conversational.

And it builds the student's confidence because they don't have to hear the word "NO".

Most of the time students don't sell retail because they don't want to hear the word no and they take it personally when the guest doesn't buy the products they've recommended. I always tell our students about Q-TIP: QUIT TAKING IT PERSONALLY.  If somebody doesn't want a product or service, it's not personal. It's professional.

I've found by explaining to our students why they should sell retail, giving them an easy method to sell it, and having them understand Q-TIP it helps them buy in.

I hope this helps you with your own students. We would love to hear how you inspire your students to sell retail - leave a comment below.

If you ever have any questions or want to hear more about the Prosper U Business Training Program - email Julie at jmorrison@myprosperu.com. We'd love to hear from you!


- Eric Fisher

Monday, 12 May 2014 17:00

Sweat the small stuff

Yesterday I was at Eric Fisher Academy touching base with the administrative staff. As we were discussing numbers and the importance of taking care of our clients - our Front Desk Manager shared this story with me.

She said a client cancelled her appointment last week because she had broken her leg. Our Front Desk Manager took a few minutes out of her busy day and sent the client a get well note.

I got so excited when I heard this. I talk about doing things like this all the time. This is what I like to call Servant Leadership and I believe it is the secret to legendary customer service.

Servant leadership is placing the needs of the guest above your own. It means doing more than you get paid for and going above and beyond for the client. Whether the client is rich or poor, beautiful or homely, small or large - you have to treat them as though they are the most important person in the world. It creates an emotional bond. We care, they care.

Emotionally bonded guests mean more repeat visits. Guests who love their stylist, esthetician, or nail tech wouldn't dream of going anywhere else. Guests who get treated like royalty tell their friends.

Here are some ideas on how you and your students can go above and beyond for your guests:

  • Give your client a free blow-dry, manicure, or express facial if they are incapacitated due to an injury

  • On a snow day, call to make sure they made it home after their appointment

  • Stay late for a guest

  • Come in early for a guest

  • Re-do a guest's service from another salon at no charge

  • Work someone in on your lunch hour

  • On a rainy day, grab an umbrella and walk guests to their car

  • When guests are in a hospital, visit them

  • Offer to order food if the guest is at the salon or spa over a meal time or offer them a protein bar

  • Give the guest a hand and arm massage

  • Offer to do a makeup touch up after the service

How are you going above and beyond for your guests? I would love to hear about how you offer servant leadership, leave a comment on our blog.



- Eric Fisher

It was a late Thursday night when a man called the salon. The receptionist came over to me and said, 'Eric we've got a man on the phone who is very upset. His wife is crying over her haircut. Can you talk to them? I went to the phone, picked it up and said 'This is Eric.' The man said, 'My wife just had this absolutely horrible haircut.' 'I'm so sorry,' I said. 'Which one of my stylists did it?' 'We didn't get it done at your salon, we got it done at the mall. But it's terrible. She's very unhappy and she's crying.' I replied, 'You know, we're typically closed right now. How about meeting me first thing in the morning?' 'I can't live with her like this,' he said. 'Can you listen to her? She's in terrible need.' So I told him, 'Fine, fine, bring her in.'

It was 10:00 at night. I was exhausted. They looked like they didn't have two beans to rub together. I looked at her and he was right - her hair was terrible. Terrible! So I re-cut her, made her feel great, and she was happy as a clam. He looked at me and said, 'What do I owe you?' 'You know what, you don't owe me a thing,' I said. 'This is a good deed and I haven't done a good deed in a while. We've already closed out the books for today and it's my pleasure. She had a bad haircut and I made it into a good situation.' He said, 'Wow, I can't believe you did that. Thank you so very, very much.' 'Not a problem,' I replied.

As they were walking out the door, I went to the back room. I was there a few minutes when the receptionist came and got me. She said, 'Eric, you will not believe this. He came back in and laid three one hundred dollar bills on your chair.'

Later on I found out that this guy was actually a big land developer and that they had all the money in the world to spend! They looked like they didn't have a dime. But the fact that I stayed late and made them happy turned them both into raving fans for me and for my business. Sometimes you have to do things you don't want to do, but everything comes back to you. You put out good, you get good back."

- Eric Fisher

Monday, 30 December 2013 12:43

Confirmation: Something Extra

Remind the clients the day before their appointment with a call, email or text. Use the method of their choice, and impress them with your reminder service.

Want to do something a little extra?

Call your clients the day before their appointment to ask if there is anything special they will need from you. It will WOW your clients, make them feel special and cared for, and make you the talk of the town among their friends!

Tuesday, 17 September 2013 14:03

Prosper U Tip of the Week

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Every time you pick up a product, cover the news:
- What does it do?
- Why is it important?
- Where should you use it?
- How should you use it?
- When should you use it?
- Why do you love it?

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Tuesday, 10 September 2013 16:41

Excellence

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Friday, 06 September 2013 16:25

What is Happiness?

What does happiness mean to you? We want to be happy, and we can say whether we are or not, but can it really be defined, studied and measured? Below is a great video about happiness - while watching, consider what happiness is to you.

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