Take responsibility for customer results. The best sales professionals think beyond the immediate transaction and consider every sale to be a link in a long and mutually profitable relationship chain. It?s far cheaper and more profitable to retain existing customers than to constantly look for new ones. And, when and if a customer brings up a problem, calls and reschedules a new appt. with the stylist that performed the service, she or he is under the understanding she or he will have the respect of being able to talk to his or her stylist without negative, unnecessary, interference from other sylists that have nothing to do with it. He or she is looking for answers exclusively from the stylist that performed the service. Especially if the client has been seeing the stylist regularly and exclusively for 9 months due to the stylists good work. They are not asking or volunteering to be side lined, attacked, and made into a scape goat by other stylists in the shop that didn't have any thing to do with the service, and were not present when service was performed. If this happens, it only makes the the stylist that performed the service look like she is viewed as some how incompetent to deal with her own clients, and or that she is bullied by other staff that do not truly respect her and or see her as an equal deserving her and her clients right to exclusivity of her services performed. This is not rocket science.
After a year of regular appts. with the same stylist, I needed a service reviewed and or redone. I was ganged-up on by staff that had nothing to do with the service and were not present when service was performed, intergoted by owner's husband, told I was a liar, told I did something to my hair, and was wanting them to fix it w/o being honest that I did something to my hair. I could not believe it. I had been a regular paying customer for about a year or more. It was like it did not matter I was a regualr paying customer for more than year, I was just dirt that needed to treated like dirt. I came in knowing it is hard when someone is not happy with a service, was polite and asked for consultation and what could be done. I was immed, ganged-up on by stylists I did not even know, and told what did I do to my hair? I was put on the defense and tried to understand and then the whole thing ended-up being nothing but an attack. After, being a regualr customer for over a year, I was so dissappointed in the lack of integrity that I let them know right there, how totally bizarre, and unprofessional it was. I was definitely angry by that point. The owner of this salon, does not realize or manage her stylists with the aspects of customer service noted above. She seems to lack the professional qualities as a leader, and instead wants to her stylists friends. Which can result in the unprofessional attacking behavior of the stylists not involved with my service that day. If the leader lacks leardership, staff can be allowed dysfunctional qualities toward clients. It is a dysfunctional family not a thriving business with standards of excellence in all areas of the business. If you are confident, secure, well paying clinet, dress well, hold yourself well, take very good care of yourself, you might be their nemisis and they are waiting to attack. Poor, young, stylist of mine, being molded by a crowd like that.
more