Liz McKeon

How do I teach my staff to be very polite with clients?

Liz McKeon — Sun, 29 Jan 2012 18:35:21 +0000

Be sincere, use open body language, be aware of yours and the client’s facial expressions, consider the words you use and listen to you own greetings and phrases.

It is all the little extras, courtesies and comforts we build in the Service Experience for our clients that raises us above the competition.

How do I explain about ‘customer service’ to my staff?

Liz McKeon — Sun, 29 Jan 2012 18:32:58 +0000

It’s not enough to merely satisfy your clients. Clients must be delighted – surprised by having their needs not just met, but exceeded!

Customer service definitions:

Doing ordinary things extraordinarily well

Adding value and integrity to every transaction

Being at your best with every client

Discovering new ways to delight your client

Surprising yourself with how much you can do

Treating every client the same

Going beyond what is expected

What are Features and Benefits when selling retail?

Liz McKeon — Sun, 29 Jan 2012 18:28:48 +0000

A feature is a characteristic of a product, the benefit is what that feature does for them. A classic link phrase is, ‘which means that’…… Always talk about the benefits – why else should they buy, it needs to have benefits. Always be confident in explaining a feature and benefit to you client. This will create interest and encourage the ‘desire’ to purchase. And remember, keep it simple.

For example, the feature of this product is the press down pump dispenser (feature)…..which means that…….it is easy to use and no wastage (benefit)

My top 10 tips for sales success are:

Liz McKeon — Sun, 29 Jan 2012 18:23:29 +0000

Know your product and services

Know your target market

Know your competition and your competitive advantage

Be a ‘pro active’ business developer

Mine the ‘gold’ in your exisiting database

Stop leaving business on the table – cross sell your services and products

Track progress and results

Learn from your mistakes

Be persistent

Enjoy the sales process

My top 10 tips for a successful Beauty Business are:

Liz McKeon — Sun, 29 Jan 2012 18:19:55 +0000

Write a business plan, for your primarily and use it for the bank if you need to raise finance. Revisit the plan frequently.

Work out how you are going to sell your products and services and budget an amount for marketing and selling. Be wise with this budget.

Spend at least 20% of your time working on you business rather than in it.

Get an accountant to take care of compliance, to advise you and to liaise with Revenue.

Get a good accounting and reporting system.

Think obsessively about how others perceive you and your business. Think about the 3 whats: what’s your presentation/what you’re saying and what you are delivering.

Do spend money where it counts.

Under promise and over deliver.

Exit strategy – the business will hopefully provide you with an income, but try and think about how it’s going to provide you with a pension.

Work hard but make time for your family and friends

I have a bad habit of letting paper work pile up – any suggestions?….

Liz McKeon — Mon, 09 Jan 2012 19:18:31 +0000

Don’t keep paperwork lying around. Handle it, file it or throw it away.

Clearing your desk completely or leaving it in good order should become a habit. A clear desk is a foundation for tomorrow’s work.

If you can take action, do so at once. Have an effective ‘brought forward’ system.

Paperwork for information – read and then file, throw away or pass on.

Reading information – save it for a marginal time.

I find it hard to get any work done due to so many interruptions every day

Liz McKeon — Mon, 09 Jan 2012 19:10:47 +0000

Learn to distinguish between interruptions. Some are good, some are tolerable and some are avoidable. A conscious act of judgement should govern your response. Once you are interrupted, employ some damage-control hints, such as:

Set a time limit and stick to it. Say ‘I have 5 minutes – will that do or would you rather fix a time for later’?
Set the stage in advance – you are very busy with a deadline in sight.
With casual droppers-in, remain standing. If they sit down, perch on the edge of your desk.
Meet in the other person’s office – then you can determine when to leave.
Avoid small talk when you are busy – it doubles the interruption time.
Get the other person to the point. Don’t be afraid to interupt the interrupter, asking them what the problem is. What is the purpose of his or her call?
Be ruthless with time but gracious with people. Listen well. Be firm but friendly and helpful.
Have a clock available where visitors can see it, and don’t be afraid to glance at it a few times. Explain about your next appointment, a white lie is better than a black interruption.

Any suggestions to have a daily plan?

Liz McKeon — Mon, 09 Jan 2012 18:53:40 +0000

At the end of each day, write down about 5 things that you plan to do tomorrow. This becomes your daily ‘to do’ list. Remain flexible – an emergency or a problem with a client may arise, deserving a higher priority that the next item on your list.

‘What is the best use of my time right now?’ Ask yourself this continually throughtout the day. The answers must be related to constantly changing circumstances and the needs of the minute. Planning your day should not be done in a few minutes. Budget a reasonable time for your daily planning. Some people like to do it at the beginning of the day’s work. Others prefer to plan their day the night before. This has the advantage that you can sleep on it. Sometimes after a night’s rest, other points for your list will occur to you or you may alter your priorities.

You have to invest time to save time.

I need to improve my business planning – any tips?

Liz McKeon — Mon, 09 Jan 2012 18:42:50 +0000

Planning is one of the key functions of management and it is crucial for leading your life. You can turn a necessary function like planning into a skill by study and lots of practice.

Planning should outline in detail what steps have to be taken in order to complete the task. When you have thought forward, try thinking backward from the visualised point of task completion to the present. This will help you to avoid leaving out essential steps. A good plan will always answeer the questions: who, when and why? Whether you’re in doubt or otherwise, it is wise to check your plans with someone else. You may be making assumptions that another person will spot quickly.

However, a plan will not make things happen……you will!

How do I know when to trust my staff when I am not in my salon?

Liz McKeon — Mon, 09 Jan 2012 18:33:46 +0000

There are two basic alternative attitudes to people. You can keep from giving your trust until the other person has proved themselves worthy of it. Or, you can trust people until they give you clear signs that they are not to be trusted.

The second strategy is the wiser one of the two. For trust tends to bring out the best in people, and – in some demanding situations – even the greatness that lies within everyone. Trusting others in this way is sometimes thought to be naive, but that is not the case. This attitude is grounded on thought and conviction, and it doesn’t require the surrender of your common sense.

One of my therapists is excellent at her job, but never smiles or looks happy – what can I do?

Liz McKeon — Mon, 09 Jan 2012 18:26:16 +0000

‘if you cannot smile, do not open your shop today’. Chinese proverb

Its time to explain to your therapists that ultimately ‘your talent is you’. That is why talent includes attitude as well as aptitude. Your attitude to clients is important even on the basic level of self interest. Others have the power to help or to hinder you, therefore an ability to get on with people is a crucial success factor in life.

To describe a person as pleasant suggests that they are naturally appealing in some way or other usually because of their kindness, cheerfulness and warmth of heart. Remember to explain that a smile is worth a thousand words.

lyndsey — Mon, 12 Dec 2011 15:14:34 +0000

Guild News Sept 2011

My client have just stopped coming to my salon, what’s wrong?

lyndsey — Fri, 02 Dec 2011 12:17:44 +0000

Are you tired? If so, the chances are your salon will also be looking tired and worn out. Have you stopped seeing your salon through your client’s eyes? Is there a possibility your salon has lost its sparkle? Clients expect a beautifully clean and well presented salon and will judge your professionalism by your salon’s overall appearance. They don’t care why your salon doesn’t look its best, they simply assume that a poorly presented salon offers lower standard of treatments. You cannot obtain a high price point in your salon with a low standard of appearance. You don’t get a second chance to make a first impression. Take a serious look around your business, through the client’s eyes and make a plan: fix what’s broken, throw out rubbish, clear clutter, clean whatever is dirty, replace worn linen, remove old signage, throw out old magazines, clean retail. Don’t wait for Spring to spring clean, do it now!

Is networking a good idea to get new clients?

lyndsey — Fri, 02 Dec 2011 12:04:05 +0000

Networking is one of the easiest and cheapest ways to find potential new clients. Find a local business networking group, such as a women in business, local traders association or even a sports club. Go to upcoming events, bring business cards, brochures and speak to as many people as you can. Invite them to try out your salon. Get contact details for your database. Give networking a chance, it takes a few months to build a rapport with other local business owners, so be prepared to put the time and effort in for the reward it can bring. Networking is an opportuity to tell people about you, your salon and the great services your team provide. Stop assuming that people are aware of your existance simply because your salon exists – get out there and start talking!

How to plan an in-salon evening promotion

lyndsey — Thu, 01 Dec 2011 19:18:25 +0000

Get a list of your good spending clients

Send them an invitation about 4 weeks in advance, invite them to bring a friend. Ask them to RSVP, as numbers are limited

Send a reminder 2 weeks in advance, one week in advance and call 24 hours before the event

If possible, organise a guest speaker

Negotiate with your suppliers to provide goody bags, spot prizes etc

Organise with local traders to provide drinks and canapes, invite them to the event and they can promote their services in lieu of payment

Have special offers ready to sell on the night

Send thank you note to guests for coming along the next day

Based on the financial success of the evening, plan an event every quarter, inviting different clients each time

Liz, I am thinking of having an evening promotion night in my salon, is this a good idea?

lyndsey — Thu, 01 Dec 2011 18:55:50 +0000

Promotion evenings are a great way of getting your clients excited about your salon and the services/retail products/vouchers you offer. These are inexpensive promotional events that are great fun and inexpensive to run. However, you need to plan well in advance to make them successful.

The target is to introduce your clients to new and high end services and thereby boost your sales. If possible, ask your skincare rep to attend. Get your clients to all bring a friend, giving you lots of new prospects to convert to new clients. Give your team a sales target for the night and incentives for reaching realistic targets.

Beauty Therapy Student

lyndsey — Wed, 30 Nov 2011 14:39:24 +0000

I found it an excellent workshop, easy to follow and very informative. It has opened my eyes to all the sales opportunities in a beauty salon. Liz really knows her stuff and I want to know it all, so I am very interested in attending other workshops>

said Lisa Prenter, Beauty Therapy Student, in FAS, Tallaght

I really enjoyed the workshop and look forward to attending more – in fact I would relish another workshop with Liz. I feel fully informed, ready to seek employment and I have a better understanding of what is expected of me in a Beauty Salon

said Sarah Jane, Beauty Therapy Student, in FAS, Tallaght

Liz is very helpful and has excellent knowledge of the industry. I found the retail workshop very helpful and informative
said Amanda Kinsella, Beauty Therapy Student, in FAS, Tallaght

I felt the workshop was very helpful, full of retail sales information. Liz explained lots of different ways of selling and how to make a profit
said Jessica Gibney, Beauty Therapy Student, in FAS, Tallaght

My retail looks a mess, what will I do?

lyndsey — Sat, 12 Nov 2011 18:59:49 +0000

How serious are you about retailing?

If you are determined to build a retail business, then your retail displays must look very impressive and send out the message to your clients that retail is a vital part of your business.

To do:

Dust your stock! Keep your shleving and stock clean.

Empty shelves and single lonely products won’t make you money. Get rid of slow movers and always have your best selling products in stock.

Use attractive shelf talkers, show cards, props and displays.

Price products neatly.

Do you believe in your product ranges? If so, do you have an effective display to boost your client’s confidence in your brand and your expertise when it comes to recommending her home care. Do your clients know you mean business when it comes to retail, or do your clients see you as a provider of treatments only?

Effective merchandising and retailing is a skill which must be studied and mastered if you want to see significant growth in your retail sales.

Why do I have to motivate my team every day?

lyndsey — Sat, 12 Nov 2011 18:48:21 +0000

Motivate your team daily, because motivation doesn’t last. It exists but doesn’t survive without regular top ups. Have quick daily motivational meetings every morning to discuss the day ahead and plan for success.

Discuss each of the clients that will be visiting the salon today, research what the client has had in the past and be ready to recommend new services and products. Prepare for success.

Set targets for each team member, support them throughout the day and see the results you want in your salon.

Check out my press articles, February 2011 and May 2011 and learn more about motivating your team, good luck!

What is up selling?

lyndsey — Sat, 12 Nov 2011 18:41:38 +0000

In your salon, do your clients have the same services every time? Do you know by looking at your appointments at the start of the day just how much you will have taken in by close of business? If the answers are ‘yes’ then its time you taught your team how to up sell.

Up selling has been around forever. It is simply taking the opportunity to suggest additional services to your client that will add to her experience and to your bottom line. Good up selling should start when the client makes an appointment. This is the ideal time to offer your clients an additional service because you can allow the additional time needed. If you are fortunate enough to have a receptionist in your salon, up selling is part of her job.

Each therapist must take repsonsibility for offering their clients these additional services. Up selling includes retailing to your clients, selling courses from a single treatment. Teach your team to spot the opportunities and then ask for the sale.

If you need training your team to sell, just get in touch with my office, 00353 1 892 8007