Making the decision to give back to your community by using your professional skills is both the “right-thing-to-do” as well as a possible business generator. If you believe in karma, then you know, reaching out to help an individual or group...

Shearious Question: Should I answer my phone on my days off? I’m a booth renter and list my cell phone number on my business cards for clients to make appointments. Lately, I’ve been getting a ton of phone calls on my day off. Do I answer...

Have you ever been late for your doctor appointment and they cancel or reschedule it for another day? Because of the demand, doctors are going to continue having new patients walk in and wait so they have a higher level of certainty that their patients...

Whether you work in a salon or a spa, great consultations are the biggest key to success; after all, the consultation is what creates our client action plan. Consultations are a window into our clients' thoughts. Our guests can see what they want...

Have you ever had a client who seemingly out of the blue (or after a big life event: divorce, engagement, pregnancy, new job) wanted an extreme makeover that seemed out of character for them? Here's how to tackle these delicate situations. ...

Many of us start out customer relationships by giving great customer service but slowly let it fizzle. We begin to think more of what you need and less about what your customer needs. It's sort of like dating. At some point we get too comfortable...

SITUATION: I have a client that only makes last minute “stress” appointments. She’ll call a few minutes before she wants to come and asks me to squeeze her in for an appointment. SITUATION REVIEW : Customers wanting to book a last...

When you are working to build a business the quickest way to gaining traction is through customer referrals. That said, with certain customers, asking for referrals can be difficult, if not downright awkward. Lucky for all of us, there is 4 different...

SITUATION: What is the best way to handle a client that has a pattern of cancelling their appointments? I would call them repeat offenders. They make an appointment, cancel, reschedule, cancel. Needless to say I’m getting frustrated and am losing...

SITUATION: I recently accepted a job as a skin care specialist in a hair salon. I love the salon; the challenge is the salon isn’t known for skin care or other spa services. What is the most effective way to create awareness and build a skin care...

SITUATION: What’s the best way to handle clients after you have called in sick and have to cancel their appointments? SITUATION REVIEW: No one likes to get sick, but your clients really don't like it. Often clients have their appointments...

SITUATION: I’m fairly new in my career as a stylist, I have been told it’s a good idea to send Thank You notes to my new customers. Is this something I should consider? SITUATION REVIEW: Whether you are new to the industry or a seasoned...

SITUATION: I’m finding that my customers aren’t rebooking for future appointments. Is it me or the salon? SITUATION REVIEW: Rebooking your customers before they leave the salon has many benefits, not only for you the service provider but...

SITUATION : I haven’t raised my prices in the past 3 years. What suggestions do you have for me to increase my prices and not lose my clients? SITUATION REVIEW: Raising prices is always a hot topic and the thought of raising prices can be extremely...

SITUATION: I feel like I’m being overlooked when our front desk team is booking new clients into the salon for services. I’m not certain if it’s a personal thing and I’m not certain how to a handle it? SITUATION REVIEW: The feeling...

SITUATION: What do I do when I hear my clients and/or coworkers bad mouthing another stylist? SITUATION Review: Unfortunately, there will come a day when you hear other coworkers or even clients bad mouthing other stylists. Clients coming in with ‘hair...

SITUATION: How do I handle clients that want to talk politics? SITUATION Review: This is a great question, especially as we approach another election, it seems as politics is on the tongue and ‘post’ of everyone. There is however one place...

Everyone loves a good deal, getting hooked up with a special, or knowing someone who can get you a discount. In the beauty industry you are that someone. As far back as you can remember you’ve probably been standing over your kitchen sink shampooing...

SITUATION: I’m moving salons and am really nervous about my clientele following me. I’ve been able to be in contact with most of them but I’m not allowed access to all their files and am wondering how I should go about letting them know...