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
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.
- Mrs. Smith, what result would you like to see from your service today?
- 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.
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!