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Is it time to do a Customer Service check?

As we begin to leave summer behind us and enter into the fall season, the final quarter of the year…it’s customary for me to look back upon the year and reflect on where I am personally and Professionally.

It’s been a been a busy year to say the least.  The economy is good and many of you are the reason I can reflect back on a positive, successful and exciting year.

Centre for Beauty has added many new products.  Some within our existing Mfg’s brands and some new brands all together.  Everything we choose to bring in is a methodical decision based on what I hear are the needs of my clients.

Some of them are a result of my clients frustrated with the lack of customer service or the lack of proficiency in responding to email or phone call request from other sources.

Whatever the reason is, Customer Service is the basis of my article today.  As we head into the busy Holiday Season, how do you maintain the great customer service you offer your clients all year long.  How do you maintain your sanity through all the craziness, how do you come out of the season a better Business, a better Person with a stronger foundation to conquer the new year?

I must admit, as my Business grows it does become a bit more challenging.  But….the one thing I am very good at doing is knowing when I have to regroup.  I believe that is the #1 key.  We must be able to realize when it’s just too over whelming and be able to literally sit back, take a deep breath, put yourself in time out and regroup.

It is also important to always remember who got your where you are today. This has always been a bone of contention with me.  In my other life as an owner of an Office Supply store (3), when the big guys like Workplace/Staples, Office Depot came into the picture, the large Mfg’s ( like 3M ) forgot who put them on the map.  It was so unsettling as a small Business owner.  We had 8 trucks on the road and all of a sudden our clients thought is was such a great idea to be able to go through this large warehouse and pick up their own products.  It quickly had a huge impact on our Business.  Then…..a couple of years down the road, these same Companies offering this “come pick your own” service, now introduce “Delivery”.  WOW…what a concept.  In the meantime, because of their volume the Mfg’s helped them wipe us all off the map.  At one time there were 96 office supply dealers in our general area.  After the introduction of the big box stores, there were 2.

My point is, I have several single owner Businesses/Technicians whom I will offer the same great Customer Service as I do for my larger accounts.  I make a point to never forget they are the ones who put me on the map.  I try to offer things like our Free Freight Friday to express my appreciation.  And, I try my hardest to be proficient in responding to their calls, emails, text etc.

WHAT DO YOU DO FOR YOUR LONG TERM CLIENTS?

Kindness – yup, another simple thing to remember.  The busier we get the more the little things become annoying things.  I know we can all relate.  However, we must always remember who is on the other end.  When I owned my Salon, my Technicians lost more clients due to rudeness, crankiness and lack of respect.  Just because you are having a bad day, doesn’t mean you have to make it a bad day for someone else.  That bad day could end up costing you a client.

WHAT DO YOU DO TO MAINTAIN YOUR HAPPY ATTITUDE?

Quality of service – This to me, is my most important issue.  I have dropped the ball a time or two and it has made me feel horrible.  It’s never intentional, but it can absolutely cost you a client.  If you think you can cut a corner because you are in a hurry….think twice.  Maintaining the same quality through your busy season is as important, if not more.  Clients notice and they only need but 1 reason to leave you in their dust and never look back.  None of us are irreplaceable.  This goes hand and hand with maintaining great customer service.

ARE YOUR PROCEDURES IN PLACE AND YOUR ENTIRE TEAM ON THE SAME PAGE?

Fun – We seem to forget this through the season.  We get so busy with our own hustle and bustle, it’s easy to forget we need to bring fun to our clients.  This is the perfect time of year to plan for the season.  What impulse items are you bringing in?  What suggested Holiday gifts will be on your shelf?  What decorations are you planning to do?  Are you offering Christmas gifts to your clients?  Nail art?  Themed services?  The list can go on and on.  I learned, when I owned my Salon…..September IS the time to get that all in place.  Once October hits, Thanksgiving is here then Christmas then New Years.  And, guess what….i’ve missed out.  Preparation is key.

ARE YOU PREPARED?

Centre for Beauty can help you establish a beautiful, fun, successful Holiday season.  We can help you with Holiday gift ideas, Holiday packages for your clients to purchase, impulse items and more.  Mostly, we can help you with great customer service by letting us take care of you.

By the end of the month, we will have available on our website not only Holiday gift items and Holiday promotions, we will also have a venue of fun Holiday services you can offer to your clients.  You’ll have plenty of time to look them over and order the products to make them a success.  Let us help YOU help your CLIENTS.

And oh BTW…..visit our new and improved website www.cjscentreforbeauty.com  We have tried to make it more simple navigation, easier to understand with better product descriptions.  Our Pro code is CFB2015  Please, take a look around and send us your feedback…..we sure would appreciate it.

 

 

CJ Murray, President

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Autoclave

All About Autoclaves

Thank You to all who participated in our survey regarding Autoclaves.

We received some very interesting and some excellent questions. Your concerns are valid and i’m thrilled that so many of you understand….it isn’t just about the autoclave keeping your clients safe….its the proper care, the proper use and the proper maintenance of these machines.

Having great tools is useful, but knowing how to properly use them is key.I was hoping to share with you the three (3) different options that Centre for Beauty will be offering in Autoclaves.  However, i’m not happy with the pricing the Mfg. is offering.  I understand the struggle it can be to invest in a piece of equipment.  Therefore, it’s non-negotiable.  I need the best price to make affordable options for you, my clients.

So hang tight.  I’ll be back soon with pricing information.  In the meantime, we need to Educate ourselves on what these machines are all about. Because of the tremendous amount of responses I received from my survey of last week, i’m able to get to the true guts of what we need to know.Here are some of the great questions which I 100% agree need to be addressed when considering purchasing and autoclave;

  1. Are they required in our Salons in the US?
  2. Why do we need one?
  3. What is the maintenance/upkeep involved
  4. How are they cleaned?
  5. What’s the proper testing for continued accuracy?
  6. How man times can they be used per day?
  7. How many implements per unit can be placed?
  8. Placement of pouches?

There’s questions within these questions which we will cover.  Read on for more further detail.

To begin with, in most States they are not required in our Salons.  However, I would highly recommend you check with your own State Board.  I can only speak for Florida…..they are not required.

Then…why do we need one?  Well, simply put, using an autoclave is the highest level of sterilization and Step 3 of our 3 Step program to full and proper disinfection.  1) Cleaning 2) Disinfection 3) Sterilization.  We don’t need one, but if you really want to step up your game and be the best you can be….get an autoclave.

However, unless you are using it properly and testing it regularly then it’s only about looks.

In addition, if you work in a clinical atmosphere, you shouldn’t even ask this question.  If you market yourself as a Safe Salon, a Clinical Salon…..you need to go full force with an Autoclave.

Personally, if I were a Salon owner with many Technicians.  I would want to protect myself, my Business and my clients.  I wouldn’t want to take the chance that all my Tech’s are cleaning and disinfecting properly.  I didn’t have one in my Salon “unfortunately” however, we didn’t know then what we know now.  And we all know with the rise of Diebeties and many other immune compromised illnesses, we need to go over and above what we are typically use to doing.  When it comes to maintenance, cleaning and testing, each Mfg’s machine will have it’s own standardized protocol.  However, I do know the unit has to be tested monthly to make sure it has no leaks, the heating or steaming unit and working properly and it’s sterilizing to the highest degree which, is what you should expect.  In short, the monthly testing confirms the machine is killing the bacteria you expect to kill.

If you already have an autoclave, I highly recommend you get the details of your required maintenance  for your specific unit.  If you aren’t sending in monthly test strips, getting your reports and logging the information…it’s all for show.

Once Centre for Beauty announces what we will be offering, we will have information on each unit along with test strips required for testing.

When it comes to pouches per unit and placement, this also is conducive to the autoclave you may presently have.  Check with your Mfg. or supplier if you don’t know the answer.

Centre for Beauty will have this information available once we make our final decision on the units we will endorse.  To the best of my knowledge, usage per day is continuous.  If you think about these units being used in the Medical field, they go all day long.  However, with that being said there will be a huge different in longevity in a $1000.00 unit compared to a $5000.00 unit.

How much you may want to spend is a choice.  You can spend less and have to replace more often or you can go for the gusto right from the start.  Neither is right nor wrong.

I’ve been asked about financing.  Yes, Centre for Beauty partnered with Paypal Smart Incentives for financing options.  Once we solidify our choices and get them on our website, you will have the option to pay in full or pay over a period of time.

Stay within your budget.  Just remember, you aren’t just investing in your Business, you are investing in saving lives

CJ Murray, President

Centre for Beauty Salon Supply

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My View of Nails Magazine Foot Forward Sumit

Centre for Beauty is a Distributor “All About Feet”.  So, when  Nails Magazine contacted me about exhibiting, it would have been literally stupid for me to say no.

I would have welcomed the opportunity to present with my two(2) main brands…LCN and FOOTLOGIX but, these Mfg’s opted to present themselves.

To say I was not happy about that, would be an understatement. Not to mention, the location of the Summit was literally in my back yard.  However, as wrong as I think it is that our Nail Mfg’s sell direct to Distributor clients, my Business brain can admit, I understand (a little).

With that being said, the fact they were presenting individually at the summit, forced me to think “outside the box” and present with other products that I represent.  This concluded with a theme of Disinfection which, I have never done at any Trade Show.  Things happen for a reason!

The Summit itself was amazing.  Imagine this….a group of focused Professionals meeting in one(1) place for exactly the same reason….FEET!

Nails Magazine did a great job on the format.  The meet and great on the first night was mind blowing.  Attendees were able to enjoy each other, but had the opportunity to meet the perspective exhibitors.  Sort of a work and play at the same time.

As exhibitors, we were able to share our Education with attendees in a more intimate environment.  Don’t get me wrong….we still had lines of people wanting to get to us. However,  the difference was that everyone around us was really interested in the same thing.  Unlike a typical trade show where you have an assortment of licensed Professionals, all interested in something different.

I was in my glory…..all I had to talk about was FEET!

The 2nd day was filled with Education for the attendees.  No added fee, all inclusive in the entry fee.  The Education was focused on everything Feet.  We had Dr’s of Podiatry, Nail Technicians who built their Business on feet, Dry pedicures, Nail Technicians who work in Podiatry offices or in referral with.  There was education on toenail reconstruction, toenail correction and how to market that Business….and so much more. Education which for the most part was NOT specific product related, although I did hear we had a couple at the end that sounded more like a sales pitch then an Educational presentation.

When the day of Education was happening, there were 15 minute breaks which allowed the attendees to come back to us exhibitors, and….if they wanted to they could come talk to you when everyone else was in the classroom.  For me personally, it never stopped.  I loved it!

The third day was optional.  There were specific classes held on specific topics.  Some were included in the entry fee and some had an additional charge.  Either way, they were optional and they were ALL booked.  In fact, many of the attendees were very disappointed they couldn’t get entry into the classroom because they had all reached their limit.

I hope Nails Magazine offers this again next year.  Centre for Beauty will be there for sure.

I’m going to offer up a few tips for those of you who may consider attending;

  1.  DO IT!  In my 30 years of Business, this was great because it was so focused. You could never receive the amount of Education you received at this event, for the price.  It was well worth it.
  2. DON’T WAIT!  If you pre-register, you get a discounted price.
  3. SIGN UP FOR CLASSES!  RIGHT AWAY!  This is huge.  So many wait till the last minute. It’s a problem in our industry.  Consequently you either can’t get in because it’s completely full or the classes end up being cancelled.
  4. GOT A TOPIC?  Email me cj@centreforbeauty.com if there is an educational topic you would like to hear about.  I’ll pass the information onto Nails Magazine.  I’m sure they won’t mind.

I hope to see you all there in 2019!

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The the use of single use implements can be profitable!

If you had asked me 30 years ago about using single use implements in my Foot Care service, I would have thought you were nuts.

Not only would I respond with an affirmative “What….do I look like a Dr’s office?”, I would also have said the cost for me to do this would be obnoxious.

Here we are 30 years later, and so much has changed. We have MediNails, we have Medi Pedi, we have Clinical Spas, we have Spas in Dr’s offices……..just to name a few.

Let’s not forget, we have 85% of our population with foot or foot related problems. We have lack of insurance for our elderly forcing them to come to our Salons for toenail trimming and we have Cancer clients, clients with high blood pressure, clients with auto immune diseases, clients with open skin etc. etc. etc.
So when you ask the question about using single use implements….
cost vs profit…..let’s take a look.

To begin with, let’s analyze the cost.

I receive a lot of comments on pricing of tools.  We pay upwards of $94.00 for a callus bit, $30.00 for a nail debriment bit, $5.00 for a cuticle bit and anywhere between $18.00 and $75.00 for tools like curettes, toenail nippers etc.

Unfortunately, I also receive a lot of calls that clients have dropped their tools and implements (and they broke).  I receive calls they rust (which they shouldn’t, but do).  And, I receive a lot of calls that the springs break.

What happens?  These tools are our life, we have to replace them.

The question is, how do we recoup the cost of our tools and implements in our Foot Care service.  You can’t.  We hope it’s a 1X cost, but in most cases…it is not.

When we are considering the cost (and value) of a single use implement, there is more to consider then just cost.

  1. Inexpensive.  Due to the inexpensive cost of single use tools, you CAN incorporate the cost into your service *see below
  2. Your image.  Image is huge and perceived value is even bigger.
  3. Different.  The sub standard Salon down the street is NOT using single use implements.
  4. Sanitary.  Can you imagine a tag line “we use single use implements in all our Foot Care services”

When it comes to the cost involved, we are literally talking $2.12 – $5.78 depending on the tool you use.

  1. You can easily increase your Foot Care service to cover the cost of the implement.  I hardly doubt any client would argue over this.
  2. If you do increase your cost, you have the option of saving that implement for your client.  Many of you use packets for files and toe separators….is this any different?
  3. You also have the option of giving it to your client after the service.  With this, you can offer the option to your client and collect another $5.00.

In addition, when it comes to proper or improper sanitary procedures, can you be sure every technician in your facility is properly disinfecting?

Is the cost of a client getting an infection from a dirty implement less than $5.00?  Of course not.  Single use implements are the answer to many many in-salon challenges.

It may not be the answer for all, but it sure is a good answer

Our Industry is changing.  Our clients are more aware of the concerns within our Beauty Salons and Spas which can directly affect them.

We aren’t the Medical Profession.  However, we are often the first responders.  If we want our clients to take us more seriously, we have to continuously take steps to protect them…..to protect us.

Centre for Beauty is offering a 3 piece set of single use implements to the first 10 clients who respond to this article.

Nipper, Cuticle bit, Callus/toenail reducer bit

If you would like to try for yourself and see the quality, reach out to me at cj@centreforbeauty.com.  Type in the email FREE single use implements

CJ Murray

Centre for Beauty Salon Supply

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Specialized Foot Care

In continuance of my discussion regarding Pedicuring with Cancer clients, I continue to receive emails with comments and suggestions based on my clients personal experiences.

I am reminded how we live in a world with so many immune compromised people.  How those of us who have never had a health scare, can’t even begin to relate to the day to day challenges someone with health concerns experience.

The feedback I have received have been personal.  They have been real.  They have put more fire in me to continue my quest in helping our Industry to understand the importance of proper procedures in the Pedicure chair and the follow through with proper cleaning and disinfection procedures.

One of the comments I received struck me quite personally.  “never underestimate the value of an ear to listen, a shoulder to cry on or arms to gently hold someone……support can come in so may ways.

This statement came again from my colleague and friend Reggie Stephens.  He goes on to say, the Professional which a Cancer patient is seeing (Cosmetologist, Foot Care Specialist, Massage Therapist ect.) may be the only people touching them in a gentle manner.   That touch can bring untold amounts of joy to someone dealing with Cancer.

It makes me think of all the kind comments and offers of prayer for what my family and I are going through right now regarding my Dad.  I wasn’t reaching out for sympathy, but the overwhelming support I have received has touched me and brought joy to my heart in so may ways.

Reggie also shared with me that Cancer clients (most of) don’t want to stand out.  Modifying your services based on your individual client is better then developing a whole new service specifically for Cancer patients.

That statement follows my exact thoughts on what I have shared in many past blogs that our Foot Care service should really begin with the consultation “via our reception desk”.  Not every client is created equal.  It is imperative to know what we are dealing with before the client sits in our chair.

We don’t want to advertise we “service cancer patients”, we want to advertise, we tailor our Foot Care services based on each individual client”.  Special need clients will appreciate the fact that a Technician is Educated and Qualified to identify the needs of their specific care.

I reached out to the “Oncology Spa Solutions” Company which specializes in caring for special needs clients.  I’m hoping to add this class to my venue at Centre for Beauty Salon Supply.  In preparing for where I want my Company to go, OSS fits perfectly into the Education I wish to share with you.

In a couple of weeks we are presenting at the Nails Magazine Foot Forward Summit.  Centre for Beauty is presenting specialty products such as Safe and Proper Disinfection, Safe and Proper tools and Solutions for every day problems for every day feet.  Once we present through the Summit, we will share with those of you who aren’t attending the direction we feel Foot Care needs to go.

This direction is not expensive, it’s not  time consuming and it’s not rocket science, it’s simple common sense.  It’s taking your Salon to the next level and showing your clients you truly care.  I hope to help YOU help your clients.

If you are looking to begin the practice of “specialized” Foot Care, here are a few thoughts and/or suggestions for you to consider.

  • Does your client consultation begin at the reception greeting?
  • Is your client consultation thorough?
  • Are your sanitary procedures sub standard?  Do you do what you have to do to pass, or do you take it to the next level?
  • Do you really know the guts of caring for an immune compromised client?

Education in our industry, or any industry is huge.  However, if this is the route you want to go I suggest you get specialized Education.  Step out of the box of Education within our Industry and seek Professionals in the Medical field who can help.

These forms of Education ain’t cheap, and they shouldn’t be.  In the long run though, this type of Education can not only save someones life…..it can change yours.

I’m excited to share that Centre for Beauty has been working all year on taking our own steps for a better, safer Industry.  We have either added or are adding

  • Sterilizing pouches for Autoclaves
  • Autoclaves
  • Single use implements and burs
  • Medical grade tools
  • Tailored Education
  • and more!

10 years ago when I started Centre for Beauty”All About Feet”, I knew the direction our Industry was heading.  I knew it was just a matter of time when products in relation to feet would be popular.  I knew it was a matter of time when Companies like Nails Magazine would jump on the bandwagon and develop Summits in relation to “Feet” only.  I knew my competition would grow.

I’m here to tell you now…..specialized Foot Care is on it’s way.  I hope you join me in making it the best it can be.

CJ Murray, President

Centre for Beauty Salon Supply

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Foot Care & Cancer are NO Joke!

Foot Care is no doubt growing expeditiously year after year.  When I started my journey back in 2008 as a “Foot Care” only Distributor, I envisioned exactly what i’m seeing today.

Our Diabetic clients aren’t the only ones driving our Industry.  It’s all immune compromised beings.  It’s our Insurance, or lack there of.  It’s our Baby Boomers.

Foot Care is finally being looked at in a more serious manner……as it should be!

Last week we talked about Foot Care for our clients with Cancer.  I received many responses and questions regarding what approach should be taken in order to begin offering Foot Care to Cancer patients.

It is my opinion, as it is with working with the Diabetic or Geriatric client, you establish some form of alliance or referral systems with your local Dr’s.  Visit every type of Dr. you can imagine whom might be involved in the treatment of Cancer.  Visit Radiologist and Nutritionalist who work closely with these patients for before, during and aftercare.  Our MISSING PIECES class deals directly with how to write that Dr. referral and building the confidence you need to make it happen. EDUCATE!

However, working with this type of clientele takes more then just Dr. referral.  It takes a serious and firm commitment to Education as well as a serious and firm commitment to clean, disinfect and sterilize to the highest degree.  This includes using the right products, the right tools and the right disinfection products.

It also includes doing all of the above correctly.

Educating yourself when it comes to servicing Cancer clients can truly be a matter of life and death.

All the basics are hugely important such as water temperature, to clip or not to clip, sensitivity of skin etc. but, probably one of the most important is knowing when and when not to massage.

When working with Cancer clients taking into considering what type of cancer, and where the cancer is located should be top priority.

A colleague and friend of mine (Reggie Stephens) shared with me Education he recently took in Oncology Spa Solution Basics.

He stated “The concern with massage is with the Lymph System, if the client has had lymph nodes removed or radiated, you have to modify your massage within that affected region…to never massage those areas affected by those lymph nodes”.  An example would be if the lymph nodes in the right armpit are compromised, then the right arm would not be massaged. The same applies if the lymph nodes were removed or radiated are in the groin…the leg on that side is compromised….and you wouldn’t massage.

Although as Pedicurist, we must stay within the limits of our license and stay below the knee. None-the-less, your “thorough” consultation should reveal areas of treatment.

In regards to disinfection, there is a whole lot of talk throughout our Industry today about which disinfection product is the best.  Talk about the difference between EPA and FDA.  Talk about contact time, talk about if its flammable, user friendly and environmentally safe.

The reality is, many of our Salons purchase base on price.  This is so unfortunate.  They are always looking for ways to cut cost, disinfection should not be cut.  But, if you are choosing to service Diabetics, Cancer and/or auto immune deficient clients, disinfection is not the area to cut cost at all.  In fact, improper disinfection can ultimately cost you money.

Centre for Beauty is committed to offering the full circle of foot care.  We provide quality brand products for the skin on the feet.  We provide quality tools and implements and we provide high grade, safe disinfection products.  We stay connected with full resources to refer you, our client in options for Education.  We don’t just believe in safety for your clients….we believe in safety for you.

We are excited and proud to be expanding our foot care products by adding autoclaves and sterilizing pouches to our venue. (available on our website soon)

We are excited and proud to educate you on our 3 step cleaning and disinfection procedures designed for your safety and the safety of your clients.

We are excited and proud to help you grow your Business of Foot Care!

There are two great programs coming up in August which are “All About Feet”.  If you plan to attend either one of them, be prepared.

The Dr’s, the Podiatrist, the panel of Specialist on each program are dedicating their time and their knowledge to help you, the Salon Professional.

Have your questions ready.  Is there a question about skin disorders you’ve been wondering? Ask!  Is there a question about Diabetics you’ve been wanting to know?  Ask!  Are you looking to go in a more clinical direction?  Ask!  If you are looking to expand your venue to care for Cancer clients….these Summits are a great time to ask questions.  Are you wanting to make sure you are within the limits of your license?  Ask!  There are no stupid questions!

FOOT FORWARD SUMMIT

MEDINAILS ON LINE SUMMIT

When it comes to safety with Cancer patients we need to keep in mind their skin changes daily with treatment.  They become more sensitive.  They become more fragile.  Although we hope it’s only for a short time, this short time to a person going through Cancer treatments seems like forever.

  • Have a plan in place for servicing a Cancer client
  • Offer a special package specifically designed for the well being of a Cancer client
  • Offer support.  A periodic call to your client letting them know you are thinking of them will go a long ways
  • Offer transportation.  Many times they are to weak to drive but would welcome the opportunity to get out of the house
  • Be sure the atmosphere is calming and relaxing
  • Be proud of your cleanliness and display your processes for them to see
  • Go a step further and get a written authorization from their Dr. as an okay for them to proceed with whatever service you are performing
  • Celebrate their life.  Be happy, be positive….

My Dad is beginning his treatment soon for Cancer.  It’s scary!  All I can think about is how we as a Family can help to keep him comfortable, positive and healthy.  At 89 years old, none of us thought we would be dealing with something like this.

Cancer does not discriminate.  It chooses the young, the old.  The rich, the poor.

I practice what I preach and I plan to do all these things for my Dad.  The power of positive thinking, a simple act of kindness and making sure we practice the absolute best form of cleaning and disinfection (in our own home) is my top priority.

If you choose to market this type of Business, you must have the same mindset.

Visit our website at WWW.CJSCENTREFORBEAUTY.COM

Take a look at the new items we are offering for (available soon)

Safety in Foot Care

CJ’s Parting Thought

Are you considering the care of Cancer clients?

Start by joining your Community in Cancer walks and benefits.  Talk directly to those affected by this horrible disease.  Connect with other Professionals who are there to help.  Get involved!

CJ Murray, President

Centre for Beauty Salon Supply

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Cancer Patients need TLC!

For a couple of years now, since the need for more Professional Foot Care has become obvious, we have focused mainly on Diabetic care.

We have learned a lot and hopefully will continue to Educate ourselves.  We know we need to start our service with a Consultation.  We know we shouldn’t have our water temperature to high.  We know we shouldn’t cut, use blades or sometimes not even take a metal implement to a Diabetic client.

Many have changed their Diabetic Foot Care service to a dry service only.  Many have taken classes specifically related to Diabetic care.  Many have segregated their Business to Geriatric facilities whom primarily focus on Diabetic care.

This is all great, and since I started my Foot Care only Distribution, I have seen many changes in our Foot Care arena.  Heck..now there is a Summit developed specifically for Foot Care.

However, have we segregated ourselves too much?

What about Foot Care for Cancer patients?

With the Diabetic client, we know the symptoms of someone with Diabetes are  life long.  Diabetes is the cause of dry skin, cracked heels and many more skin related issues.  As long as the client has Diabetes, they will more then likely have these symptoms.

However, with Cancer patients, even though we know the symptoms of dry skin, itchy skin, red skin and nail deformity will more then likely be a result of chemo or radiation, we need to also realize these symptoms are not or do not have to be life long.

In fact,with Cancer typically the symptoms come during or after treatment.  With Diabetes, many times we have the symptoms and those symptoms help diagnose the cause.

We recently found out my Dad has cancer.  It’s a rare form of cancer and fortunately, thanks to lot’s of prayer, it is isolated.  However, it is not operable and because of his age (89), they probably will not offer chemo as a treatment.

We don’t know all the facts yet, but the presumption is 5 weeks of radiation, 5 days a week.  I know many younger people who have endured this.  It will not be easy.

Amongst many concerns, I think about how to keep him comfortable.  I’ve read many articles on the side affects of radiation.  His skin will be terribly irritated and there could be internal chemical changes which happen.  All of which could affect his skin, his nails, his hair.

All this got me thinking about what I need to do for him before he starts his treatments.  Clip his toenails, clip his fingernails.  Make sure he has a good hydrating cream to use on the targeted area AND the rest of his body.  Review practices with him in keeping the targeted site clean.  And of course, make sure he’s eating properly and exercising religiously.

This brought me back to my Salon where I had a various amount of cancer clients over my 24 years in Business.

I remember working “gingerly” on them, providing them with products and helping them restore the life of their hair, nails and skin once their treatments were done.  The reality is, there is another whole life of targeted Business visiting our Salons.  Why are we only concentrating on the Diabetic client?

There are many like factors when it comes to servicing the Diabetic client and the Cancer client.

  1. EDUCATION-Knowing your trade is one thing.  Knowing specifics of your trade is better.
  2. WATER TEMPERATURE-Sensitivity is a like concern.
  3. NO CLIPPING-Why take the chance?  The last thing we want to do is cause portal of entry.
  4. PRODUCT RECOMMENDATION-At home care maintenance is important.

With your clients who have Cancer, there are a couple of extra steps which can be taken.

  1. At the first word of Cancer, it would be beneficial to recommend to your client to get started on a good “Personal Care” routine.  Nails and skin are often the most affected.
    1. A good cuticle oil to promote healthy nail growth
    2. A hydrating product for their skin.  Not just any product, they need a product which will process gently into the layers of the epidermis.  A product which promote healthy, regenerative effects.
  2. During their treatment, the least amount of stress they experience, the better.
    1. Offer a relaxing leg and foot massage for your client to experience on a weekly basis.  Pampering, relaxing, calming…..all things which aid in quick repair and recovery.
  3. During treatment, be happy.
    1. I would imagine, staying positive would be a difficult task.  So when they come to you, be happy and joyful.  Do some happy face nail art or colorful colors to brighten their day.
  4. Lastly, but certainly no the least important…..Consult, hear what they are saying, listen intently.
    1. Our consultation should include asking your client how they feel.  Maybe they aren’t feeling well enough for the 45 minute service, but they showed up because they didn’t want to cancel at the last minute.
    2. Knowing how they feel, you can customize for them.
    3. Knowing how they feel, you can become their cheerleader.
    4. Asking how they feel, will make them feel special.  Special IS how we should make them feel.

The hard reality is, our days in the Foot Care Salon of just “doing Pedicures” are over.  More and more of our clients are coming to us with immune deficient systems.  We not only have Diabetes, we have Cancer.  We have Fibromyalgia, MS and many more auto immune conditions which can be affected by an improper Foot Care service.

Don’t just know your Trade, be Educated!

CJ’S PARTING THOUGHT!

August is “Back to School” month….have you thought of your theme?

How about offering Apples as a healthy snack for your clients

CJ Murray, President

Centre for Beauty Salon Supply

 

 

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Education takes Creativity

Most of you know that my Daughter has moved out of State to pursue a job opportunity.  She’s a Hair Stylist and has done very well in her short time in our Industry.

I credit a good part of her success to the deal we made when she decided to go to Cosmetology school.  Knowing how the schools teach, I told her I would support her decision but she had to commit to attending a minimum of four (4) Educational classes a year.  It didn’t matter what the topic, but she had to continue learning.  She has far exceeded my expectations.

Her commitment to education has benefited me.  After each class we talk about what she’s learned and how it can benefit herself and her career.  And now, as she joins a team in a completely different State, with different people and a different Management style…..I continue to learn from her.

In  talking with her the other day, we were discussing the client consultation she’s learned from her new Salon.

Much is like the typical questions we always ask, but what intrigued me is when she shared that after a detailed conversation about what the client is looking for, she ask the question, “how much do you expect to pay for this service?”  BRILLIANT!

This is so right from so many angles;

1st,  you have put the client in a comfortable position while receiving the service.  Why?  Because she/he isn’t wondering how much this is going to cost them?

2nd, as a Technician we often underestimate our worth.  We continuously charge what we charge, no matter what the client needs.  By asking this question, we now know what the client expects to pay.  Now we can plan our service accordingly.

In my Daughter’s case, if the service the client wants cost $400.00 but is only wanting to spend $200.00, this gave may Daughter the opportunity to explain to her client….”this is what we can do for $200.00″  There may be a compromise in the service, but now my Daughter isn’t giving a $400.00 for $200.00.

I BELIEVE WE NEED TO START DOING THIS IN OUR PEDICURE SERVICE

Consider this;

Your client comes in.  You do the typical consultation in asking about Health conditions and concerns they have with their feet.

You perform the visual consultation and you notice there is a lot of cuticle work needed and/or they have severely dry skin on their feet.  You know right off the bat, your 45 minute Pedicure will be more like 1.5 hours.

You are discussing all the issues you see with your client.  You ask 2 final questions.

  1.  Mrs. Smith, what result would you like to see from your service today?
  2.  How much do you expect to pay for the service?

If Mrs. Smith tells you she’s on a tight budget, then you need to explain to her that you can manicure her toenails but the skin work is going to take more time and maybe she schedules another appointment to do the detailed work on the skin.

Or

You explain to Mrs. Smith the additional amount of time it will take for you to produce the results she’s looking for and therefore the cost of the Pedicure is X $$$$.  BRILLIANT!

OUR CONFIDENCE OR LACK THERE OF….KEEPS US STAGNANT

I so often talk with Technicians who de-value their service and de-value themselves.  It’s the same excuses.  It usually has to do with “I know my area, and no one will pay higher prices”.  Or, “I’m afraid”.  More often than not, it’s FEAR!

By changing our consultation, we are treating each client as an individual.  Foot Care is NOT a one size fit’s all service.

Although it is much better then it use to be, it still astonishes me how many of our Technicians are not performing a client consultation prior to their Foot Care Service.  It is simply a risk on the Technicians part when skipping this service.

We are in a Society riddled with Diabetics, Immune compromised and sue happy clients.  We have got to protect ourselves.  I would really like to say that Pedicures are all about the fluff n buff, but that just isn’t true anymore.

We have to be Educated, we have to be Thorough, we have to be Diligent in our procedures.  We have to PYA!

My point?  Education is the key to Success.  But, Education comes in many forms.  Classes, trade shows, webinars and….just listening.

CJS’S PARTING THOUGHTS

Most Salons/Spas offer lemon or cucumber infused water

Why not try GRAPES dusted with sugar and frozen?  Your clients will enjoy this tasty snack on a hot summers day!

 

CJ Murray, President

Centre for Beauty Salon Supply

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Life is Crazy!!!!

LIFE IS CRAZY ISN’T IT?  Why is it, “things” always happen in 3’s.  I’m sitting here, 4 hours away from home, at 7am at an auto Dealership i’m unfamiliar with due to a concern I am having with my vehicle.

At the same time, i’m concerned about my husband who isn’t feeling well and I have a scheduled appointment for end of life procedures for my little Mr. Buttons, my dog of almost 18 years.

And oh…..let’s not forget my daughter, my only child accepted a job over 1500 miles away.  So proud of her, very happy for her but i’m a Mom…..it’s killing me not having her nearby.

What does this have to do with my article?  It’s about adversities we experience in our Salons and how we handle them.  It’s about being the Professional and educating your clients.  It’s about a crisis being only an inconvenience when you are prepared.

I was in classroom the other day doing a training at one of my clients.  I introduced the AngelFeet file to them and a couple of the technicians are having a difficult time discontinueing the use of their “satan’s grater”.  The pushback is they tell me their clients “want” this type of removal for the callous on their feet.

I asked them why they continue to let their clients dictate how they do their job?  If you are passionate about what you do, you should not let the client control you.  My analogy went like this.

Your going to the gyno Dr. for your yearly pap smear.  You want the Dr to use forceps with teeth on them.  Does the Dr. do it?  Or do they advise you against it and explain the reasons why?

Buy what you are saying and they will buy what you are selling.  In other words, you have to understand the consequences of your actions, you have to truly believe that what you are doing is absolutely the best for your client.  YOU have to believe in yourself and your client will believe in you.

The best advice I can offer is this;

  1. Know your shit…..sorry, but truly now what you are doing.  Not just know the motions you are going through but know the products you are going through those motions with
  2. Know HOW to explain to your client.  How you understand it is so much different then your clients understand it.  Speak on their level.
  3. Believe and they will believe
  4. Be passionate

Let’s go back to the files.  I have always been an advocate of using the proper tools on our clients.  In fact, the thought of what is being used for files in our Pedicure chair makes me think about our Hair stylist using paper scissors to cut hair.  IT JUST WOULDN’T HAPPEN.

Better yet, how about cooking thongs for a paps smear.  Or, a paint brush from Home Depot to apply makeup.  Or, we could use  sandpaper for micro-dermabrasion, Black ink for mascara, Nail polish for lipstick, hedge trimmers to cut our toenails (although we know some clients need them)…..I could go on an on.

My point is, if you are a Professional, you need to act like one.  Use the tools FOR Professionals, not tools your clients can by in any Tom, Dick and Harry shop around the Country.

Let me share with you some information which ca help you in knowing why using the proper tools are essential.

You should understand by now that so many foot files on the market shred our clients feet.  We as Technicians are doing it and our clients are doing it to themselves.

What is the main reason why this is such a bad thing?  It’s because when our skin isn’t healthy, it makes us susceptible to bad things.  Things like a Staph Infection.

Here’s a little skinny on Staph Infections.

  1.  They are ferocious
  2.  They can lead to everything from skin issues to more serious conditions such as pneumonia, inflammation of the intestinal lining, and sepsis

Who is susceptible?

  1.  Everyone
  2.  Especially someone with a compromised immune system AND
  3.  Anyone with breaks in their skin

How to prevent it?

  1.  Keep the skin on your feet (or anywhere) healthy and hydrated
  2.  Don’t use tools or implements which cause broken skin
  3.  Use daily maintenance products which protect the skin

This is going to be my last article lecturing on Foot Files for a while.    For those of you who want to up your game in your Foot Care room and take your Pedicures to the next level……stay tuned.  Our Centre for Beauty/AngelFeet buy back program is right around the corner.

Get your files ready for the Graveyard..………

CJ Murray, Centre for Beauty Salon Supply

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