WHAT’S THE BEEF WITH CUSTOMER SERVICE?!?!

I’m writing this post today from a personal experience that I recently had with a company. I’m not going to release their name, but I will say this, ” They are well known in the industry.”

Okay, so here is the skinny… I recently purchased a disk combo from the companies website, knowing that I had a previous issue of not receiving what I purchased in the time frame that they promised. Well I thought that if I gave it another shot, it would of been different. Being that I was purchasing something different. I truly believed in second chances.

I went through with the purchase, I got the confirmation of wen the package was going to be delivered. Okay, so far so good I thought. I finally received the package as promised. When I went to view what was in the envelope, well nothing was inside. I quickly contacted the post office thinking that it could of fallen out or something because the package was opened. Come to find out, when the postmaster inspected the package, she said it was never sealed. She instructed me to contact the company to get the issue resolved.

At this point my elevator went straight down to the basement floor because I knew from earlier dealings it was complicated to get a response from this particular company. I returned to the website where  purchased the product and sent an email explaining what I have bought. I should of copied the email to keep a paper trail ( in so many words ). At the same time a filed a complaint with my bank, so that they could handle the situation on their end also, in case I would encounter a problem of no one contacting me to resole the issue.

Later that evening I received an email from the company. The email addressed something I already knew. One of the products was a preordered product, which I knew that before adding it to my cart. They never addressed the other product that I bought, and the fact that the envelope was empty. I replied back explaining that I knew of the preordered product, but I never received the other product and that the envelope was empty. They later responded that I wasn’t making any sense.

To sum it all up, I received a refund from the company and I was satisfied with the results. I believe that they would of keep going in circles, instead of trying to investigate what went wrong. The way that I was treated during this ordeal, I would never do business with them again.

As a business owner doing business with the public, you have to be careful of how you treat people/customers. Especially if your main advertisement is word of mouth. I others words people can make your business or break your business.

I included the conversation from the emails between me and the company below. I wished that I had the initial email that sparked the whole sequence of events.

Okay I sent the company an email that I bought the combo package of two DVD(s) Part 1 & Part 2. Which Part 2 was a preorder product ( which I already knew ). I went on to explain that all I got was an empty envelope with no DVD(s), not even the Part 1, which was not a preordered product. I don’t know how this conversation went left, but I believed I explained the issue pretty well..

The Conversation…..

Them: Are you aware the audio Part 2 is preorder and it states that in the description. I’ve attach the description in this email.

Me: Yes, I did read that before I placed the order.. My issue is that I didn’t receive Part 1 in the mail.. All I got was an empty envelope..

Them: You order part 2 your not making any sense !

End Of Conversation

BEING CONSISTENT IN YOUR MARKETING

Ask Yourself These 3 Questions..

1. Do you have products and or services that are needed by your niche market?
2. Do your marketing message address that needs of your potential customer?
3. Are your marketing messages being shown where your audience is engaged?

By marketing you business and expecting people to respond to you instantly will not happen and be cautious of anyone who promises that, whether its your website, social media, and blog. By promoting one month and totally changing it the next month and the next month will totally dilute your marketing efforts and possibly change your results.

I want you to think about how many marketing messages you have scrolled passed today without even thinking twice about them. So with that being said, you can see how long it could possibly take before someone sees or notice your message. That’s why being consistent is so important in any marketing.

There is some truth behind the saying ‘Nothing worth having comes easy’. There aren’t any marketing tricks that will have customers swarming to you the minute you start posting on social media, do a mass mailing campaign, pass out business cards, put up posters and flyers, or whatever means you choose to market yourself. In the world we live in now, where we have access to a whole lot of information and messages constantly, it takes time for an individual to view your message, and be acted upon. How the human mind is wired these days, an individual would need to see your message multiple times before they even think about contacting you for anything.

How To Avoid Heat Damage To Your Hair

While a Blow Dryer, Flat Iron, or Curling Iron maybe our Best Friend, you still would have to be careful on how your are using these tools. If not careful, you might end up spending more money on Repair Damage.

When choosing anyone of these Styling Tools for at home use, you would want to make sure your getting your money worth, but also a good quality all at the same time. Some people would think that, the more expensive the item, the better it will perform. Not necessarily. You can go into one of the local Beauty Supply Store or Name Brand Department Store and find a good styling tool to use at home or in between salon visits.

Before you purchase or decide to repurchase. let me share some helpful tips with you.

BLOW DRYERS: Look for a professional grade blow dryer, they tend to have a stronger air flow and power. Make sure that the dryer comes with a nozzle and diffuser, this will help with the even distribution of heat. Also you want to make sure that the dryer comes with multiple heat settings.

FLAT IRONS / CURLING IRONS: Look for a flat iron or curling iron, that displays different heat temperatures. Some flat irons and curling irons can be set to a variety of heat settings that range from 100 – 400+ degrees.

You have to be careful with the high temps because all hair types can not take a lot of heat. The ” finer ” the hair , the lower the temperature, the ” thicker ” the hair, the higher the temperature. Now I’m not saying, cause you have thick hair go over board with the heat, because your hair can be damaged by heat also. Keep in mind the texture of your hair, you don’t want to work against your hair, but with it.

Before you start flat ironing and curling your hair, make sure that you use a heat protectant. Some protectants have a silicone in them, that seals the hair with a coating to help eliminate the threat of damage.  When it comes to heat damage, flat irons and curling irons are much more damaging than blow dryers. Also make sure that you are not doing no more than two passes while using the irons.

In the event that you do encounter heat damage, try using some home remedies. There are some great recipes out there. If you find that that is not working for you or you would rather not bother with your hair, seek a professional hairstylist, to help you repair, maintain and educate you on the Do’s and Don’ts of hair care.

I hope that this information was helpful to you. I would love to hear your comments and feedback. Don’t forget to SUBCRIBE!!!

HOW TO FIND A HAIRSTYLIST

Ever find yourself trying to FIND that right HAIRSTYLIST? Here are some points to help you look for that right SALON and or HAIRSTYLIST. Especially if your new to an area, or just wanting something different.

1. Referrals:

This is most likely one of the best tips in finding the right SALON or STYLIST for you. Also take in account where and whom the referral is coming from. If you KNOW and TRUST the person, you can take their suggestions very seriously.

2. Consultations:

Schedule a CONSULTATION with the SALON/STYLIST your interested in visiting. Compile a list of QUESTIONS/CONCERNS you might have. Also you can call ahead and ask to speak to the STYLIST who has more experience with the service your looking for. Keep in mind that you might have found the right salon, but the wrong stylist or vice versa. You have to put in the work, if you want the results you seek.

3. Intuition:

Please DON’T let the word PROFESSIONAL confuse you. Sometimes we can ignore the signs. because “PROFESSIONAL” is added to the title. Know that there is a difference between a PROFESSIONAL who knows how to do hair and a PROFESSIONAL who knows hair.

4. Ask Questions:

I CAN’T stress this enough.. Ask QUESTIONS about all that you would like to know, from Shampoos used, Conditioners, Relaxers, Color Line, and ect.. Ask.. Ask.. Ask..

5. Test Run:

Visiting a potential establishment during peak hours can really give you some incite about the SALON/STYLIST operations.

6. Get Your Money Worth:

Make sure that your stylist is giving you YOUR MONEYS WORTH.. If your leaving the salon and wondering what all you paid for, you might not be getting all of what you believe you paid for. Getting styling tips, products that you need to be using while at home, and stylist making themselves available are some things that add VALUE to your service.

7. Pictures:

By asking to see pictures of styles the stylist has done on past/present clients, shows you the range of their skill level. You will have a chance to weigh your options on if you like the work of that stylist or not.

8. Salon Environment:

When you walk into a establishment, you can tell a lot about the business and the people who works there. Just by hearing the conversations going on between stylist and clients or even clients talking among themselves. You can also tell by the upkeep of the salon and stylist work areas. If they don’t care about what’s going on in the salon, how would they care for your hair or even your business. They might be the best hairstylist, but their surroundings would not reflect that.

I hope these tips were helpful and will assist you in finding the right stylist. Certainly there are additional tips out there you can use.

I would LOVE for you to SHARE your THOUGHTS and EXPERIENCES…

What’s The Value In Your Hairstyle/Service?

When your client comes and sit in your chair for their service, what are they getting? What EXACTLY are they paying for?

When I think of the VALUE of a service, I envision an EXPERIENCE. What all comes with what I’m paying for. This same concept must and should accompany everyone of your services. Now, if your already doing ABOVE & BEYOND, keep up the good work.

I challenge you one day to analyze your services. Ask yourself what all am I offering my client. From the moment they walk in the door, sit down in your chair, while your performing the service, and to when they walk out the door. Are you giving a FULL 100%, or the BARE MINIMUM. When I say bare minimum, what I’m referring to is the Basics.

For Example: A Relaxer Service. What all are you giving the client for the amount they are paying you to have this service done? Are you just doing the Relaxer, Condition, Style and letting the client pay? Or are you ADDING VALUE to the service? By adding VALUE, you are adding to your WORTH.

How I would add VALUE to a Relaxer Service, would probably go something like this. Relaxer, A Custom Hydration Treatment, Complementary Ends Trim and Head Massage. I would also include the Roller Set or Wrap in the price for no additional charge. Any other styling would be additional.

After reading both examples, which service would you think that the client would prefer? The first example where they get the basic WAM BAM THANK YOU MA’AM, or the second service that offers the client A BANG FOR THEIR BUCK?

I’ve noticed when you GIVE or add VALUE to your service, clients appreciate your service more. It wouldn’t feel to the client like you are in the business for the FAST MONEY, but you are there to…. 1. HELP/CREATE/ACHIEVE their desired look 2.EDUCATE them on the Do’s & Don’ts of their hair 3. MAINTAIN the integrity of their hair 4. INSPIRE and so forth.

The next time your clients enter the salon, remember the VALUE of your SERVICE, and the clients will VALUE YOU and the SERVICE YOU GIVE. When you put in 100%, it will show in the product you put out.

I am not going to say that I am not GUILTY of OVER BOOKING CLIENTS. We as stylist, no scratch that, we as PROFESSIONALS need to be aware of our TIME and how we are booking our clients.

We can sit here and say that we are running a business, and not be aware of how we are treating or even valuing our clients time. We might not see it this way, but this brings down the VALUE of the service we are providing. We charge a certain amount of money for our services, and when the client comes in, we have eight to nine heads in front of them, or a service that takes awhile to do.

Granted things do happen, that will put us behind. If you notice that you are running behind, please notify the client at least 30-45 minutes before they arrive. Give them a heads up, let them know that your running behind. You don’t have to give a reason to why your behind. Also give them the option to reschedule their appointment. You can offer a discount for on their next appointment.If they opt out of rescheduling and want to come anyway, at least they will know that they will be waiting for awhile.

Somethings you may consider if and when this happens is asking one of the other stylist to help you out, if they are not busy. Hire an assistant to help you on your busy days. Allow sometime between each service. Being on time for your appointments. Require your clients to notify you when they are going to be late. Give a grace period for clients, allow a certain amount of time to be late or they would have to reschedule. Even if they call and let you know. By you or the client being late, will put your whole day off track. We have to be respectable of TIME.

It’s just like eating at a restaurant. When the service is not up to par, we look for a discount, or complain that we are paying all this money and we waiting for a long time. Usually we would go back to the restaurant with the last experience we had on our mind. If the same incident happens again, would you return back? Or would you refer anyone their without warning them of your experience?

Our service and time has to match our prices. Who wants to pay increased prices, if the service doesn’t match?

Q: What are some of your thoughts?