Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / POWERing Success: Mastering the Art of Persuasion in the Salon Industry

Transcript

POWERing Success: Mastering the Art of Persuasion in the Salon Industry · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:35
  Speaker 1: Have you ever wondered why some people just seem to have that electric magnetic energy and other people can sometimes just almost give you the ick?
• 0:46
  Speaker 1: Well, today we are going to be diving into a really powerful tool that you could use at your next salon meeting that could really teach your team the opportunity of winning friends and influencing people.
• 1:02
  Speaker 2: Yeah, I love that.
• 1:03
  Speaker 2: So if you're excited about that, this is going to be your podcast for today and we're going to dive deep into know why.
• 1:09
  Speaker 2: Why is it that you hang out with some people and you feel, like Lindsay said, electric afterwards I love that word.
• 1:15
  Speaker 2: And then maybe some people you hang out with and you just feel a little drained and so being able to teach your team how to stay in their power which power is just the ability to maintain and hold a position how that can really create that relationship bond in our beauty industry and really help with guest retention.
• 1:33
  Speaker 1: Yeah.
• 1:34
  Speaker 1: So you know, really, there's so many ways that power also shows up inside of our salon companies.
• 1:44
  Speaker 1: You know, and I think everyone over the years has, you know, had moments where they felt super powerful when they were standing behind the chair, where they were like, okay, I got this, I know what's going on.
• 1:57
  Speaker 1: And then every once in a while you'll get a guest that comes in that, hey, maybe they say you know something like nobody has ever gotten my hair right and that takes some of the power from the stylist.
• 2:09
  Speaker 1: Or they say, you know, I used to do hair and you know, you automatically didn't think that they, you know, were the best hair stylist on the face of the earth and it and it robbed some power from you.
• 2:21
  Speaker 1: And so today we're really going to be diving into how can you teach your team you know how to stand in their power and that, like Jen said, you know, power is just the ability to create and maintain a position.
• 2:34
  Speaker 1: How can they really work on maintaining their position of power so that they can create a powerful, exceptional service for each guest that sits inside of their chair?
• 2:47
  Speaker 2: Yes, I love that, and this could be also something you could do as a New Year kickoff is to really teach your team this the definition of power and then we're getting ready to break that down as an acronym so that they have some new tools and resources to help them really truly, at the end of the day, win friends and influence people.
• 3:05
  Speaker 1: Yes, and so we are going to be diving into the power acronym, and so you already know, you know how power is defined, but really we're also going to be giving this an acronym that you can utilize to teach your team and your next salon celebration.
• 3:20
  Speaker 1: And so the P inside of power stands for persuade, and so you know this is the opportunity to really get your team to know how to sell.
• 3:32
  Speaker 1: You know, we believe that when you are able to persuade for good, you know we're lucky.
• 3:38
  Speaker 1: We get to create all these amazing experiences for people all the time.
• 3:43
  Speaker 1: It is really truly transformational when people feel like they have that persuasive skill.
• 3:48
  Speaker 1: It's a lot easier than sometimes we think it is or allow it to be, but it really is a wonderful thing.
• 4:01
  Speaker 2: Yeah, I love that lens because they say you know, there's only usually one way to get anyone to do anything, and that's by getting the other person to want to do it right.
• 4:10
  Speaker 2: So you go in the back room or somewhere, or you're working with the guests.
• 4:13
  Speaker 2: You're like, yeah, you need this shampoo.
• 4:16
  Speaker 2: Well, okay, but why Like?
• 4:19
  Speaker 2: Why is it important to them?
• 4:20
  Speaker 2: Because we know that the greatest human need, or one of the greatest human needs, is to feel important.
• 4:25
  Speaker 2: So we really want to look at that today and like how can we teach our team to make every single guest that sits in our chair Also as a salon owner?
• 4:34
  Speaker 2: How can we get our team members to really become the most beautiful version of themselves by finding out what it is they want to do as well?
• 4:42
  Speaker 1: Yes, I love that and you know, I think when I also think of the word, it's like you can.
• 4:47
  Speaker 1: A lot of times we think we have to force or make somebody do something, but a lot of times you can do it just a lot easier than you believe.
• 4:57
  Speaker 1: It's almost like if you've ever maybe you've seen this before or heard this before.
• 5:01
  Speaker 1: But there's a big difference in pushing a chair or pulling a chair, and I like to believe that persuading is like pulling something or drawing something into you, and when you're pushing it, there's usually a lot more resistance.
• 5:18
  Speaker 1: So, same thing if you're like pushing something on your team, it feels like, hey, you're being met with some sort of resistance and it's not flowing easy.
• 5:28
  Speaker 1: So inside of the salon world, when we're looking at persuading, we want to be pulling and drawing things in or drawing things out, and so we can ask a lot of questions when we're thinking about persuading so that we know, hey, how do I draw somebody and how do I pull them towards me instead of push them away?
• 5:49
  Speaker 2: And you know there is.
• 5:50
  Speaker 2: I don't know if you know the story of Charles Swab is what Lindsay was talking about.
• 5:53
  Speaker 2: Also, Charles Swab says that he was a big person, manufacturer of still like in the seventies, and he was making a million dollars in the seventies where most people were making like $18,000 a year.
• 6:04
  Speaker 2: It's a really cool story if you've never heard of it.
• 6:06
  Speaker 2: And he said his greatest asset to get him to that state was to show appreciation to people.
• 6:12
  Speaker 2: And he has a saying that says once I did bad that I heard ever twice I did good that I heard never.
• 6:21
  Speaker 2: So once I did bad that I heard ever twice I did good that I heard never.
• 6:26
  Speaker 2: And so like really creating that relationship piece with clients, with your guest, with your team, is like how can you really go above and beyond to make someone feel appreciated?
• 6:37
  Speaker 2: Because that's where you don't really have to persuade someone so much.
• 6:41
  Speaker 2: They feel important, they feel like they're the hero of the story and that's when magic happens.
• 6:47
  Speaker 1: I love that and and wow, that's really powerful to think about that difference between that $18,000 to $1 million back in the seventies, you know, because that's a true testament to the power of persuasion, you know.
• 7:03
  Speaker 1: And so when you have that ability to make others feel important, that is truly where that transformation inside of persuasion can happen.
• 7:12
  Speaker 1: You know, I, I love, you know, thinking about it like as if you were fishing, you know.
• 7:18
  Speaker 1: And so if you were going to go fishing, what would you use?
• 7:23
  Speaker 1: You know you would probably use some sort of bait or or a hook with worms, because you know, hey, fish love that, and so, you know, the fishermen really do have to consider what the fish want in order to get what they want to, and so so when we think about this inside of the salon, you know, whether it's as a leader on the team, and we're using persuasion for good you have to think about what others want.
• 7:51
  Speaker 1: Same thing when you're a stylist or an esthetician, you know, whatever kind of service provider you are, you really, truly have to think about what it is that your guest wants and really offer that to them from a big place of love, so that then, hey, you know, on the other side, you'll, in turn, get what you want you.
• 8:11
  Speaker 1: You just have to figure out the how can I help more people get what they want and that in turn really gets you more of what what you want, you know, because if a fisherman just put some you know random like if they just put a piece of metal on there or something in it, you know the fish wouldn't be enticed to bite the bait, to get the hook, you know.
• 8:34
  Speaker 1: And so same one we're thinking about inside of the salon, I think you know this shows up a lot and sometimes we forget that it really can be an easy, seamless thing.
• 8:44
  Speaker 1: You just really have to be thinking about that other person and what it is that they truly want and what's going to make them feel important.
• 8:52
  Speaker 2: I love that lens and so it would be like coaching your team or educating your team.
• 8:56
  Speaker 2: As we hear this quite often is like I guess it's down in the chair and they're like okay, so what are we doing today?
• 9:01
  Speaker 2: That would be what we call like just a right question.
• 9:04
  Speaker 2: Just a right question.
• 9:05
  Speaker 2: You're just trying to collect data.
• 9:06
  Speaker 2: But a relevant question to that, like Lindsay was saying, is it would be asking the guest instead of, what do you want to do today?
• 9:12
  Speaker 2: It's like what's the most important thing we can do for your hair today?
• 9:16
  Speaker 2: And so you feel the emotion, like you feel the impact of that question, and that's what we like to call more of a relevant question, because when you create that relevant question, it helps you know like, hey, what is this person really looking for?
• 9:29
  Speaker 2: And a lot of times they're a lot more open to sharing what is true for them.
• 9:34
  Speaker 2: Another example of a right question versus a relevant question would be like, instead of saying, hey, what's your beauty budget today?
• 9:40
  Speaker 2: Like that would just be a right question, because at most that's very uncomfortable, because there's a lot of emotion tied to money and at most you might just get a number oh, my beauty budget is $200 today, versus if we really look at that persuasion part, making feel important part, that relevant question instead of saying what's your beauty budget, like what's been the best investment you ever made with your hair, like I feel that in my soul is like wow, somebody really asked me that versus just a right question Like just think of the buy-in you're going to get from that, just think of the increase of sales that you're going to get from that because sales is not a bad thing how your team will win more, how the guests will win more, and so I think that's just a beautiful place to look at.
• 10:25
  Speaker 1: Yeah, Wow, that is truly so powerful, Jen.
• 10:28
  Speaker 1: You know, when you think about asking about that beauty budget, it really does make you almost feel like you're shutting down and imploding and closing in, you know, and it gets sticky and uncomfortable and, like you said, just saying you know, tell me about, you know a time that you made the best investment in your hair or what's the best sorry, what's the best investment you've ever made in your hair.
• 10:51
  Speaker 1: It really does make you think gosh like, even if you haven't had that time, it opens up the possibility to think, you know, I'd probably pay whatever if this was the best investment ever in my hair.
• 11:03
  Speaker 1: So I love when you talk about the difference between right questions and relevant questions, because right questions aren't wrong, but when you're able to really dive into that relevant questions, man, what it opens up for people on the other side is just incredible.
• 11:20
  Speaker 2: So a fun exercise that you could do with your team to help increase their persuasion ability is to get them to try to sell something like just get you a basket of goodies that it could be apples, it could be spam, it could be a pencil, it can be a napkin, like nothing.
• 11:36
  Speaker 2: Fun and it's fun when you just teach in this concept too is they will pull something out of the basket.
• 11:42
  Speaker 2: They won't tell them what it is, but then they'll go and try to sell it to the team and it just really helps you to understand like, hey, what questions am I using here?
• 11:51
  Speaker 2: Am I getting this buy in?
• 11:52
  Speaker 2: Am I find, am I drawing in the people that find that this is important without even knowing what this item is?
• 11:57
  Speaker 2: And that's just a fun exercise that you can do at a team celebration to really help them understand the idea of persuasion.
• 12:04
  Speaker 1: Yes, I love it.
• 12:05
  Speaker 1: It also, you know, just really helps bring people just this, this energy.
• 12:10
  Speaker 1: I think that's contagious whenever you get to play a game, when you're learning a concept about the power of persuasion.
• 12:16
  Speaker 1: So that's such a great game to play, jen, I love that, you know.
• 12:20
  Speaker 1: And once you've gotten through that persuasion part, that's the P and power.
• 12:25
  Speaker 1: The next section that we get to is open mindedness.
• 12:29
  Speaker 1: So this is, you know, the ability to be open minded and receptive to others, ideas and perspectives.
• 12:37
  Speaker 1: You know this is one of the greatest assets I believe that you can have inside of the, you know, salon and spa world is to really just be open to hearing another person's perspective and listening to what it is, you know, without that judgment, just, you know, assessing what their needs are, seeing how you can, you know, really uncover, you know, opportunities that they have that they're looking for with maybe their hair or their skin or or whatever it might be.
• 13:07
  Speaker 1: When you, when you're open minded and not coming from a form of judgment right away, this can really be this.
• 13:15
  Speaker 1: This really is important in inside of power, for sure.
• 13:20
  Speaker 2: So true, lens, and you know, because this really plays into, when you have your upset guest is like you might have upset guest that comes in.
• 13:27
  Speaker 2: You ask the service provider who performed the service like oh, she was crazy, she was this, she was that, it's her fault.
• 13:33
  Speaker 2: And you know it's like wait a minute, let's pause right there and let's really look at all perspectives and all ideas, because there's usually a hundred responsibility that can be taking on both parties.
• 13:44
  Speaker 2: And if you can really just sometimes listen to an upset guest not that they're always correct but if you can just listen and have no judgments, like Lindsay was saying, man, the relationship and the connection that you could create with that upset upset guest, they could really become a lifetime value guest for you.
• 14:03
  Speaker 1: Yes, and you know, we know inside of business that it's, you know, a lot more cost effective to keep as many guests as possible than to spend that money to try to find new guests all the time.
• 14:17
  Speaker 1: And so when we are really strong inside of our open mindedness as a team, that really does lower, you know, some of the costs of doing business and it also really helps the service provider win because they're not spending time trying to make somebody right or wrong, they're just listening and looking for those opportunities to win and looking for those opportunities to persuade for good and, you know so they start to lower some of their resistance behind the chair as well, and so that that, oh that open mindedness is really a powerful tool to have in your tool belt.
• 14:58
  Speaker 2: I love that too.
• 14:59
  Speaker 2: Linz, you could always ask your team is like hey, if the guest's name is Jen is like hey, did Jen do anything that wasn't okay during the visit?
• 15:07
  Speaker 2: And then you know, you want to ask the second set of that question, which is did you do anything during Jen's visit?
• 15:12
  Speaker 2: That wasn't okay and those two questions there really helped to look at that place of responsibility and saying, hey, here is what we can really make possible.
• 15:22
  Speaker 2: Looking at it from that viewpoint.
• 15:24
  Speaker 1: Yeah, and I love that.
• 15:25
  Speaker 1: And sometimes those can be harder questions for a stylist to view, because it's always easy to say, hey, yeah, jen did this and that wasn't all right.
• 15:33
  Speaker 1: But then when you really look at that, you know, did you I as a service provider do anything that wasn't all right?
• 15:41
  Speaker 1: That can really really sell out of freedom, cause a lot of times it will be the open mindedness that can kind of stop somebody in their tracks.
• 15:49
  Speaker 1: You know that they already started deciding, making decisions instead of being open minded and listening.
• 15:55
  Speaker 1: So I love having those questions to ask a service provider to really support them on their journey.
• 16:04
  Speaker 2: Awesome, all right.
• 16:04
  Speaker 2: So we've looked at P for persuade, o for open mindedness.
• 16:08
  Speaker 2: So what does the W stand for?
• 16:10
  Speaker 2: It stands for warmth and friendliness and I think that kind of describes itself as like you really can get so much further when you have that warm, friendly connection, when someone that you're all that you have that smile on your face I mean we have four seconds to make that first impression when we meet a new guest is like you know, if you're have your arms crossed and you have a frowny face on, like what do you want to do today?
• 16:35
  Speaker 2: Is like just think of that experience.
• 16:37
  Speaker 2: Versus is like hey, what's been the most beautiful part of your day so far?
• 16:41
  Speaker 2: So really teaching you, know your team about that warmth and that friendliness and how that really serves in a big way.
• 16:48
  Speaker 1: Yeah, you know, because I think this is this warmth and friendliness is really something that you can choose to have, you know, and it really does look different on each person.
• 17:00
  Speaker 1: It doesn't mean you have to be the most bubbly cheerleader on the block and it doesn't mean, you know, that you have to be stoic either.
• 17:10
  Speaker 1: It's just whatever feels genuine when it comes to warmth and friendliness to you.
• 17:15
  Speaker 1: How do you feel open to that guest, how do you create that space where you know they feel comfortable, that they can, you know, say whatever it is that's on their mind, and they know that it's going to be met with that warmth and friendliness.
• 17:31
  Speaker 1: And so I love that.
• 17:32
  Speaker 1: You mentioned, you know, standing up with a frowny face and looking out cold at the people.
• 17:39
  Speaker 1: I think, truly, you know role playing.
• 17:42
  Speaker 1: What does it look like, you know, to stand in that warmth and friendliness and what does it look like to be the opposite?
• 17:49
  Speaker 1: Because when we can find our authenticness inside of warmth and friendliness, that can really open up a lot of possibilities and opportunities.
• 18:02
  Speaker 1: And you know people enjoy being around somebody who has warmth and friendliness, and you know they naturally want to spend more money, more time, they trust them more, and so I love that this warmth and friendliness is a part of power as well.
• 18:21
  Speaker 2: Love that, all right.
• 18:22
  Speaker 2: So after the W comes E, and so E is going to be effective communication skills, because we know the gift of being able to commute with some, commute or commute, communicate.
• 18:34
  Speaker 2: The ability to communicate with someone really helps to create power in itself and it really helps to see that and view that win-win situation is you want to be able to listen, have that listening set of it, but also be able to communicate in a beautiful way that it's received on both ends.
• 18:54
  Speaker 1: Yeah, and I feel like you know communication, effective communication skills.
• 18:57
  Speaker 1: Could you know you could have a whole podcast alone on effective communication skills, because you know there's, like Jen mentioned, the listening skills, there's the communication skills.
• 19:09
  Speaker 1: You know, there's the ability to be present during this, this communication.
• 19:15
  Speaker 1: And so you know, jen came up with this great game to play for, you know, learning those effective communication skills and maybe you've played it before or seen it before, maybe this is totally new to you, but there's a really cool a game where you put some sort of like a cup in the middle of two people or a plate or something like that.
• 19:37
  Speaker 1: And you know the idea here is to really work on those communication skills, because you're going to need all of them.
• 19:45
  Speaker 1: You're going to need to be able to listen, you're going to be able.
• 19:49
  Speaker 1: You know you're going to need to be present during this, because so many times, especially when we're doing consultation, let's just say, for example, you know we already start thinking ahead.
• 20:01
  Speaker 1: You know somebody says, oh, I want to do highlights, and then you have checked out as the service provider, you're already formulating, you're already thinking about the future and what you're going to do and you're mapping it out.
• 20:13
  Speaker 1: You're doing all the things, but you could be missing key parts inside of the consultation because you have, you know, subconsciously checked out and already started getting to another space.
• 20:25
  Speaker 1: So same thing can happen.
• 20:27
  Speaker 1: You know, if you're doing lashes or skincare, whatever it might be.
• 20:30
  Speaker 1: You know that ability to be present is really something that's taught well in this game.
• 20:36
  Speaker 1: Jen, do you want to explain the game?
• 20:38
  Speaker 1: You are a superstar at teaching this.
• 20:41
  Speaker 2: You know I can't remember us all.
• 20:42
  Speaker 2: This game might have been ticked off, so I think you can find it on tick.
• 20:44
  Speaker 2: To talk to is it's fun to play with your family too.
• 20:47
  Speaker 2: So you just like.
• 20:48
  Speaker 2: What I'm saying is you'll put a plate or a cup in the middle, so two people on opposite sides, it'll be teams of two and you'll just say the head and shoulders, knees and toes, and everybody's heard that one.
• 20:59
  Speaker 2: But we're going to do a little different this time.
• 21:00
  Speaker 2: It's going to be you'll just call out phrases like head, shoulders, knees, toes head, knees, toes, shoulders, and then you'll say play, or you'll say cup, whatever is in the middle.
• 21:11
  Speaker 2: So the objective or attention of the game is to really empower your listening skills, is like to be so focused on what's being said that you can grab that plate or cup in that moment, and that really just is a fun game to pay attention to.
• 21:28
  Speaker 2: Hey, could I be a more effective listener?
• 21:31
  Speaker 2: Was I checked out?
• 21:32
  Speaker 2: Was I so intrigued on winning that I didn't even hear the words that were coming out of the speaker's mouth?
• 21:38
  Speaker 2: So I think it's just a fun way to look at it.
• 21:40
  Speaker 2: You could also always do the telephone game, and most of you probably have played that before.
• 21:45
  Speaker 2: That's a great game, as well as to start with a phrase, go through five or 10 people repeating that phrase in each other's ear and see if it's the exact phrase that you started with from person one.
• 21:58
  Speaker 1: Yes, and I love that.
• 21:59
  Speaker 1: I think I told you, jen, shortly after we played this game.
• 22:02
  Speaker 1: I got invited to go to PE with my 13 year old daughter and they played this head, shoulders, knees cup game.
• 22:12
  Speaker 1: It was a cone, it was, you know, one of the orange little construction cones, and but if you weren't the one to get the cone, you had to, like, run laps and do burpees, and so I was really excited to tell my team hey, you know that game that we just played, I just played that, except for I had to do burpees if I wasn't present, you know.
• 22:31
  Speaker 1: So really it does teach you so many effective communication skills.
• 22:36
  Speaker 1: You know, because there's so much involved inside of communication that when we aren't really present to what's going on, you know you can get ahead of yourself and get anxious and grab the cup or the cone or the plate or whatever it is, and, and you know, in that case I had to do laps or burpees, you know.
• 22:56
  Speaker 1: And inside of the salon what happens is, you know we can have an upset guest or you know some sort of future upset, because we aren't present during that, that communication piece inside of a consultation.
• 23:07
  Speaker 1: So this is such a fun game.
• 23:10
  Speaker 1: I'm sure you're pumped if you're listening in right now about playing this together with your team, because it just brings so much fun, energy and so many key learning things and you just become so aware of how you show up inside of your communication style when you play a game like this.
• 23:29
  Speaker 2: I love that and I like this thing too is usually when there's a break in communication, there's a breakdown and experience.
• 23:35
  Speaker 2: So to really look at that and view that is a lot of times when something goes wrong during a guest experience.
• 23:41
  Speaker 2: It all comes back to communication, because we all are human beings.
• 23:45
  Speaker 2: We all have different realities.
• 23:47
  Speaker 2: What may be caramel to me may be a different color to Lindsay, and so really being able to communicate in a beautiful way, that's where you really win.
• 23:59
  Speaker 1: Yeah, very cool.
• 24:00
  Speaker 1: So we've gone through the P, the O, the W and just went through the E, and now we are at the R, for when we're talking about the power model, you know, and this R stands for responsibility, and responsibility is the ability to respond and to be accountable to whatever that is.
• 24:23
  Speaker 1: You know, there's so many times that we have, you know, somebody might be thinking they're taking responsibility for something if they they kind of, you know, react when they are responding to something.
• 24:39
  Speaker 1: You know, but we really want to be accountable for who we are in that moment, and that's truly what creates power is when you're able to be responsible.
• 24:47
  Speaker 1: You know, you have that ability to respond, you're willing to be accountable for who it is that you are in that moment, and so this, this responsibility, is a huge part in winning friends and influencing people.
• 25:02
  Speaker 2: Mm.
• 25:02
  Speaker 2: Hmm, yeah, I love that you said that lenses, just like with an upset guest, is like people a lot of times are hungry for sympathy and there is a difference between sympathy and empathy.
• 25:11
  Speaker 2: Like you don't have to, you know, always sigh with that person but just acknowledge it and there's a magic phrase you can always say is like hey, I don't blame you for feeling that way, you know, I get it.
• 25:21
  Speaker 2: Maybe I would feel that way too if I were you.
• 25:24
  Speaker 2: That's not our intention, let's see what we can do to make this right for you.
• 25:27
  Speaker 2: And that just creates so much power in your guest relationships.
• 25:32
  Speaker 2: When you do have that upset guest is for them to again have that desire to feel important when something doesn't go right and you have the chance and opportunity to make it right for them.
• 25:45
  Speaker 1: Yeah, because imagine if you were sitting in a restaurant and you know something came out, you know, maybe you know something was undercooked or they, you know, left off some ingredients or added too many ingredients, whatever it might be with your food, and you know the server that you were working with got annoyed when you said that, you know, then it makes you feel bad.
• 26:12
  Speaker 1: You already feel bad that you're saying something, but then it makes you feel worse, and then in that situation you might worry hey, what are they going to do to my food If I send it back?
• 26:22
  Speaker 1: You know our consumers feel the exact same way, and so I love that you just gave all those magic phrases, jen, because it really does lower the resistance and invite the guests to say like hey, you know, like we truly mean it when we say you know, we want you to have an experience so exceptional you leave feeling beautiful inside and out, and if we miss that mark, we want you to feel comfortable telling us.
• 26:47
  Speaker 1: We want you to love it so that you can become a raving fan until all of your friends and family.
• 26:52
  Speaker 1: And so, if you didn't write those magic phrases down, rewind this podcast real quick and write some of them down and really equip your team with some of these tools so that, so that they can really create that exceptional experience.
• 27:05
  Speaker 2: Because when you're taking responsibility, you know, in my opinion, you're creating that bridge of understanding, and when you create that bridge of understanding, that's where you really have power on both sides.
• 27:16
  Speaker 2: Because I don't know, but you know, as human beings sometimes we give our opinion, which is what we believe to be true for us, when someone doesn't want it.
• 27:25
  Speaker 2: So I know, I've done that before, and so to really be able to view that and to know there's a difference between facts and opinions, and to be able to really listen to someone is that's where you can really create that connection and the opportunity to really succeed.
• 27:41
  Speaker 1: Yeah, because it's almost like at that point, then you're creating that same reality together with people, because we all have our own reality and when you're able to create that, that your own reality, that really does create a strong connection with another person.
• 27:58
  Speaker 1: So, you know, and we can even utilize some of these tools when you know we're consumers out in the world or we're having conversations with others, you know, to create that bridge of understanding.
• 28:09
  Speaker 1: So, you know, if you know you, you might see something different.
• 28:14
  Speaker 1: You can, you know, really create that bridge of understanding by saying you know I may be wrong, I often am and helping them to understand how you see it.
• 28:24
  Speaker 1: You know it really does lower the resistance inside of the conversation so that you can really open up those lines of communication.
• 28:34
  Speaker 1: You know, and I think, being a responsible person, you you want to lower that resistance so that you can keep those lines of communication open, so that it doesn't become, you know, just a match where someone's trying to dominate the other person and you know that never ends well, it doesn't start well, it doesn't end well.
• 28:56
  Speaker 1: And so, using some of those, those key things like I may be wrong, I often am, or I'm sorry to trouble you or would you be so kind to you.
• 29:05
  Speaker 1: Know really does help win friends and influence people.
• 29:10
  Speaker 2: Mm-hmm.
• 29:10
  Speaker 2: I just I really like that.
• 29:11
  Speaker 2: What you said, lindsay, is because imagine having a guest that you got a callback and upset guest and you're like, well, do you want to come back in?
• 29:18
  Speaker 2: And they're still kind of uncertain about that because their experience hasn't been be grand, but just saying like, hey, you know, would you be so kind to come back in and just let us see how we can make this right for you?
• 29:28
  Speaker 2: Just like Lindsay was saying, just that power of those words will lower their resistance so big that you really could gain that, that lifetime guest.
• 29:37
  Speaker 1: Yeah, and using the shared reality, like you were just talking about earlier you know I don't blame you for feeling like you do, if I were in your shoes I would probably feel the same way Really helps them understand like, hey, this is a human being that cares Like they, you know, I think that you know they already start to feel more cared for.
• 29:59
  Speaker 1: And so, you know, I think once you really go through this power model with your team, really help them understand the P persuasion, oh, open mindedness.
• 30:11
  Speaker 1: The W, the warmth and friendliness, the effective listening, or sorry, effective communication skills and the R for responsibility, you know they really will start to feel like powerful people.
• 30:27
  Speaker 1: You know, not just inside of, like the salon and in spa with sales, but really you know they can use these in their lives, as you know, if their parents or spouses or you know, dating, they have friends, they like to go anywhere inside of the community, like these tools can be used everywhere, but they're so powerful inside of the salon Love that.
• 30:52
  Speaker 2: you said that lens, this power model, can, like you said, would make a big difference in the universe, because how many times have you tried to win an argument?
• 30:59
  Speaker 2: At the end of an argument, nobody wins.
• 31:02
  Speaker 2: Really, and so just being able to really utilize this as a salon owner, working with your team, as well as making sure that you're you know, using that, what's most, or how, what's important to them, learning that, how to keep open mindedness with your team, using those right and relevant questions.
• 31:17
  Speaker 2: So there's so many different verticals that you can use this power model with to really create a transformation.
• 31:27
  Speaker 1: Yes, and once you go through this power model, if you have the opportunity at the end to utilize all of these tools together, you really can have your team build and sell something.
• 31:40
  Speaker 1: I think it's a powerful way to say, okay, we learned all of these different techniques, now let's build something fun and try to sell it.
• 31:51
  Speaker 1: Just to see, sometimes we can feel silly the first time we're utilizing some new skills.
• 31:57
  Speaker 1: And so, if we can make it fun and lighthearted, you know, just get together a bunch of random you know tools, go to the dollar store, buy some random craft things, whatever it might be.
• 32:10
  Speaker 1: Let people use their imaginations, don't overthink it.
• 32:13
  Speaker 1: You know, just get each team a set of the same things and say, hey, now you're gonna have an opportunity, I'm gonna give you three minutes to build something.
• 32:23
  Speaker 1: And then, you know, once they build it, then give them the opportunity to then sell the item.
• 32:28
  Speaker 1: You know, maybe give them 10 minutes, 15 minutes, whatever it might be, to go out and sell the item.
• 32:34
  Speaker 1: You know they have all these, these tools inside of the power model that they can utilize, and so you know, you can then decide, hey, is the winning team gonna get to keep the cash pot or are we gonna give it to, you know, our favorite local organization?
• 32:49
  Speaker 1: You know what is it that we want to do?
• 32:51
  Speaker 1: I think when they're able to see, hey, I can utilize all of these tools in real life right now, they really start to feel like they're winning in life.
• 33:04
  Speaker 2: And that reminded me too, lenz, is when we were working with our leaders in Phoenix.
• 33:07
  Speaker 2: So if you have salon owners that have leaders, we do some training for them as well.
• 33:12
  Speaker 2: We taught this power model and we gave them was it 30 minutes to 30 minutes to sell and to sell, and a state that no one was from.
• 33:21
  Speaker 2: And how much money did we raise in 30 minutes, was it?
• 33:26
  Speaker 1: $1,600?
• 33:27
  Speaker 1: I don't remember I don't have to look at our Instagram.
• 33:30
  Speaker 1: Yes, but it was a smaller group of leaders that time and they raised all of that money in less than 30 minutes.
• 33:38
  Speaker 1: Yes To be able to.
• 33:40
  Speaker 1: You know that was a really cool experience because then we got to, you know, gift that to an amazing local charity that helps foster children that aren't, you know, inside of foster care.
• 33:53
  Speaker 1: They've kind of been released from every you know opportunity they've had and they go to the center to really create a new life.
• 34:02
  Speaker 1: They do some powerful things.
• 34:03
  Speaker 1: So it was so fun for the leaders to be able to present that check and see the impact that that was going to make inside of that community.
• 34:12
  Speaker 1: It was huge.
• 34:13
  Speaker 2: Awesome.
• 34:14
  Speaker 2: All right, so we hope this was valuable.
• 34:16
  Speaker 2: We got some good nuggets today to really use at your next salon celebration.
• 34:23
  Speaker 2: If you love this podcast, be sure to leave us a five-star review.
• 34:27
  Speaker 2: We would love that.
• 34:28
  Speaker 2: We would love for you to do that for us and we look forward to seeing you soon.
• 34:34
  Speaker 2: And cheers to standing in your power and teaching your team to do the same.
• 34:39
  Speaker 2: Let's go.