Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / Leadership Film Study #007: We Went to a Commission Salon, Here’s Why We Wouldn’t Go Back

Transcript

Leadership Film Study #007: We Went to a Commission Salon, Here’s Why We Wouldn’t Go Back · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:33
  SPEAKER_00: Welcome back to Salon Success Secrets and another leadership film study.
• 0:38
  SPEAKER_00: Today we're talking about one of the most important moments in the entire guest experience, the consultation.
• 0:47
  SPEAKER_00: So we're going to show you clips from a video where a guest visits different salons and plans to choose her salon based entirely on which one gives her the best consultation.
• 0:59
  SPEAKER_00: And we love the premise because it shows just how much the consultation matters.
• 1:06
  SPEAKER_00: You know, before a guest technically experiences your technical ability, they experience your ability to see them, understand them, and help them feel confident placing themselves in your hands.
• 1:21
  SPEAKER_01: You know, as we watch these consultations, we noticed something important.
• 1:25
  SPEAKER_01: You know, the beauty pros were asking questions, but making questions doesn't automatically make something a consultation.
• 1:33
  SPEAKER_01: So if the entire conversation is, do you like your hair now?
• 1:38
  SPEAKER_01: Followed by what would you like to do?
• 1:40
  SPEAKER_01: We aren't necessarily consulting.
• 1:42
  SPEAKER_01: We may be simply taking an order.
• 1:45
  SPEAKER_01: So a true consultation doesn't only ask the guests to diagnose themselves and tell us um what to do.
• 1:52
  SPEAKER_01: It allows us to bring our professional expertise into the conversation and help the guests discover possibilities that they that they may not have known to ask for.
• 2:05
  SPEAKER_00: And this topic really became even more personal for us because Jen and I recently went to a commission salon in Kansas City for blowouts.
• 2:13
  SPEAKER_00: And we intentionally chose a commission salon because we wanted to experience it as guests, you know, learn from what they were doing and see what the experience felt like from, you know, a new perspective, a new lens.
• 2:27
  SPEAKER_00: And it gave us so much to talk about, not because the service was technically terrible and definitely not the human being, you know, beautiful human being, but because almost every opportunity to create connection and build trust and demonstrate expertise was completely missed.
• 2:47
  SPEAKER_01: Right.
• 2:47
  SPEAKER_01: So as we hit play on these clips, we want you to think beyond whether the beauty pro was friendly or asked a few questions.
• 2:54
  SPEAKER_01: We want you to ask yourself, hey, did the guest feel truly seen?
• 2:58
  SPEAKER_01: And did the beauty pro diagnose before prescribing?
• 3:03
  SPEAKER_01: And did the consultation give the guest a reason to believe this salon could offer something better than any other salon?
• 3:10
  SPEAKER_01: So let's watch.
• 3:17
  SPEAKER_04: A consultation is basically just to tell them what you want, the pricing, see if you vibe.
• 3:21
  SPEAKER_04: I have this one today, and then I have another one at a different salon tomorrow.
• 3:24
  SPEAKER_04: So you guys have to tell me which one I should choose.
• 3:26
  SPEAKER_04: Hi! Oh my god, there's so many people.
• 3:28
  SPEAKER_05: All right, let's look at your hair.
• 3:29
  SPEAKER_04: In college, it was like bright, white, grown-up, rude, important.
• 3:32
  SPEAKER_04: So now I'd be more of like a shadow room.
• 3:33
  SPEAKER_04: Like the hell kind of tone.
• 3:35
  SPEAKER_04: Do you like that?
• 3:35
  SPEAKER_04: Do you like the more like warmer or neutral?
• 3:38
  SPEAKER_04: Like a neutral yet.
• 3:38
  SPEAKER_04: I wouldn't want it to be icy or like cool.
• 3:40
  SPEAKER_04: I've never had extensions.
• 3:41
  SPEAKER_04: This has been like um I get married in a year and I know I'm gonna have them, so I'm like, maybe I should get used to them now.
• 3:47
  SPEAKER_05: I don't personally do that, but the hair walls upstairs.
• 3:49
  SPEAKER_05: I can even show you a serious whole hair wall.
• 3:51
  SPEAKER_05: If you wanted to kind of seriously, you totally like that.
• 3:55
  SPEAKER_05: Unless I feel like you do get extensions, it also helps with the color.
• 4:00
  SPEAKER_05: Just like baby lights, like brightening your do you like a brighter piece in the front?
• 4:04
  SPEAKER_04: Yeah, because I feel like I wear my hair more than I wear it now.
• 4:07
  SPEAKER_05: Yeah, we can do definitely like the hairline detail.
• 4:09
  SPEAKER_05: You know, you don't have a good face, and you're not like as dark as me.
• 4:12
  SPEAKER_05: If I feel like your hair probably needs pretty weather and they're gonna get it the most, usually if I feel like it's really dull and all this is really bright, and this is dull.
• 4:19
  SPEAKER_05: They're not roots, but just processing.
• 4:21
  SPEAKER_05: I just pop in like a little bit of a bunch of hands.
• 4:23
  SPEAKER_05: It probably needs like 10 minutes.
• 4:24
  SPEAKER_05: Okay, this shouldn't be in the foil.
• 4:26
  SPEAKER_04: Okay, I'm gonna make this and I need one other content, and then I'm gonna basically just like this week.
• 4:33
  SPEAKER_04: Okay, yeah, I want to see that.
• 4:38
  SPEAKER_04: I can't even imagine like washing them.
• 4:39
  SPEAKER_04: Have to decide on the extension.
• 4:41
  SPEAKER_04: Thank you so much.
• 4:42
  SPEAKER_04: It was nice meeting you.
• 4:43
  SPEAKER_04: All right, slot number one is done.
• 4:44
  SPEAKER_04: Stay tuned for number two tomorrow.
• 4:46
  SPEAKER_04: What did you guys think?
• 4:49
  SPEAKER_01: All right, so um, okay.
• 4:53
  SPEAKER_01: So there's some opportunities there that I'm sure we can dive into.
• 4:57
  SPEAKER_01: Um, you know, the first one being, do you like your hair now?
• 5:01
  SPEAKER_01: Yes, that isn't a bad question, but is it truly enough?
• 5:05
  SPEAKER_01: It's like we were mentioning earlier, she truly was an order taker.
• 5:09
  SPEAKER_01: And the thing that stood out to me most is she started word vomiting hairstylist terms on this guest, is if she should know what that means.
• 5:18
  SPEAKER_01: Fruit shadow, balayage, warm, cool.
• 5:22
  SPEAKER_01: I mean, that would be like if you don't know anything about cars, taking your car to a mechanic, and they'll like, you need um, I don't even know, uh, you know, a transmission, a motor, you need part LC5.
• 5:35
  SPEAKER_01: Like, you'd be like, What?
• 5:36
  SPEAKER_01: Um, and so I think that creates more confusion than connection.
• 5:43
  SPEAKER_01: Um, and the other thing that I I really thought about is where we missed some opportunities in the diagnosis.
• 5:48
  SPEAKER_01: And she's like, Yeah, I'll take you upstairs and show you the hair.
• 5:51
  SPEAKER_01: No, the opportunity was put that hair in her head, let her feel it.
• 5:56
  SPEAKER_01: Let her think, oh, whoa, you will see the transformation as soon as you put hair in someone's head, like just clip it in.
• 6:03
  SPEAKER_01: So, like they don't want to live without it.
• 6:06
  SPEAKER_01: So I I think basically it would be like somebody taking a piece of paper and saying, Okay, you want low lights, check.
• 6:11
  SPEAKER_01: You want baby lights, check.
• 6:12
  SPEAKER_01: You want extensions, check.
• 6:14
  SPEAKER_01: And so I think that was the missed opportunity.
• 6:17
  SPEAKER_01: We really didn't get a true diagnosis.
• 6:19
  SPEAKER_00: Yeah, it was just from an order taking place and not really truly, like you mentioned, a diagnosis or or a consultation, you know, because you know, most guests can describe what they like or dislike, but they don't necessarily know why something works or doesn't work.
• 6:36
  SPEAKER_00: And like you mentioned, Jen, putting that hair in someone's head, like that could have been the, oh my gosh, I have to go here because they already color matched me.
• 6:46
  SPEAKER_00: I already know that like 22 would be the best length for what I'm looking for, 18 or you know, whatever it might be.
• 6:53
  SPEAKER_00: Um, but like showing that like based on who they are, um, and not just like, yeah, we've got this, yeah, we've got that, you know, um, just really creates a totally different experience.
• 7:09
  SPEAKER_00: Awesome.
• 7:10
  SPEAKER_01: So um let's head to, you know, consultation number two.
• 7:17
  SPEAKER_00: Here we go.
• 7:27
  SPEAKER_04: Today is my second hair consultation in Florida, and you guys are helping me decide which one to choose.
• 7:32
  SPEAKER_04: Yesterday was salon one.
• 7:33
  SPEAKER_04: We just got to salon number two.
• 7:34
  SPEAKER_02: All right, let's see how it goes.
• 7:36
  SPEAKER_02: Which one is it gonna be?
• 7:37
  SPEAKER_02: Wait, it is so cute.
• 7:38
  SPEAKER_02: I have a good feeling.
• 7:40
  SPEAKER_04: So cute in here.
• 7:41
  SPEAKER_04: What do you think?
• 7:42
  SPEAKER_04: I was in Virginia.
• 7:43
  SPEAKER_04: I always did like a shadow room in college.
• 7:45
  SPEAKER_04: It was like bright lights, so I didn't have that like line and growing up.
• 7:49
  SPEAKER_04: Yeah, I think so.
• 7:51
  SPEAKER_04: Yeah, yeah, like icy spray.
• 7:54
  SPEAKER_04: I kind of do that in college and kind of like over impossible extensions.
• 7:57
  SPEAKER_04: I'm defensive.
• 7:58
  SPEAKER_04: I know I want to get them in my money.
• 8:06
  SPEAKER_03: Yeah.
• 8:07
  SPEAKER_03: Honestly, we can just keep up with her color.
• 8:18
  SPEAKER_03: Yeah.
• 8:22
  SPEAKER_03: This is like very soft.
• 8:25
  SPEAKER_03: Yeah.
• 8:30
  SPEAKER_03: Okay, but yeah, that's good.
• 8:31
  SPEAKER_04: I would say only three or four months is what I want to like say.
• 8:37
  SPEAKER_04: If I had extensions and didn't get to you on the pool, then I'm gonna be like super upset.
• 8:47
  SPEAKER_04: We do have a we do have a small water pool so there's like the website, but it would be like itchy because like I don't want it to go like right over my chest and something similar to yours, honestly.
• 9:00
  SPEAKER_04: So like I'm staring at this.
• 9:04
  SPEAKER_04: Dude, that's honestly when you showed this part.
• 9:06
  SPEAKER_04: I was like, wishing it's worse than my thoughts.
• 9:11
  SPEAKER_04: I love seeing that.
• 9:13
  SPEAKER_03: It was so nice to meet you.
• 9:15
  SPEAKER_03: Thank you so much.
• 9:17
  SPEAKER_04: Oh my gosh, loved her, loved the salon, but I need to know your guys' thoughts because obviously we had salon one yesterday, we had salon two today.
• 9:24
  SPEAKER_04: I think I all right.
• 9:28
  SPEAKER_00: That was super fun to watch.
• 9:30
  SPEAKER_00: First of all, they're all you can tell they're just beautiful human beings, you know.
• 9:34
  SPEAKER_00: All of the the ladies that were in the videos, the the guest and the beauty pros alike.
• 9:40
  SPEAKER_00: But you know, I think what stood out is that they truly just are missing that element of understanding the true diagnosis, because it was even still just like, you know, we could do what you're already doing.
• 9:53
  SPEAKER_00: And um, there were just so many missed questions about like the guest's lifestyle and you know, asking her how often she likes to come in and making your recommendations based on that, and seeing her colors that make her glow, and even looking at her body shape and making a recommendation, like, yeah, sure, here might be our beautiful extensions on the wall, but like let's try it on you.
• 10:19
  SPEAKER_00: Let's talk about what length would work best for you.
• 10:21
  SPEAKER_00: Let's talk about your wedding hair.
• 10:23
  SPEAKER_00: Like, why do you want to get extensions?
• 10:25
  SPEAKER_00: Are you gonna wear it um all the way down?
• 10:27
  SPEAKER_00: Are you gonna wear it half up, half down?
• 10:29
  SPEAKER_00: Like, what um would be the best method for you?
• 10:33
  SPEAKER_00: And even getting something set up there.
• 10:35
  SPEAKER_00: Because if someone is thinking about it, like they're interested, they're just looking for the right professional to guide them in the right direction.
• 10:43
  SPEAKER_01: You know, Lindsay, I like to think of like a consultation should uncover more than the requested service.
• 10:49
  SPEAKER_01: So if you truly diagnose, and diagnosis actually comes from the word metamorphos, which also means transformation.
• 10:57
  SPEAKER_01: So when you're creating a diagnosis for someone, you're helping them morph them into the most beautiful version of themselves that they didn't even know was possible.
• 11:06
  SPEAKER_01: And so, you know, I I I think that brings us to um what we just experienced, right?
• 11:13
  SPEAKER_01: In uh Kansas City while attending your uh teens retreat.
• 11:18
  SPEAKER_01: Um, I know you you want to tell us about how you selected the salon.
• 11:21
  SPEAKER_01: I know you selected it.
• 11:22
  SPEAKER_01: Yeah.
• 11:25
  SPEAKER_00: So first of all, I called um all the I tried to find a commissioned team-based salon.
• 11:33
  SPEAKER_00: Um, you know, it's hard to kind of find that.
• 11:35
  SPEAKER_00: Sometimes you can find a commissioned salon.
• 11:38
  SPEAKER_00: Um, I knew definitely we didn't want any other model because we had the highest likelihood for the best experience.
• 11:46
  SPEAKER_00: And so um, I think I ended up texting the salon and they said, yeah, we can get you in with somebody who has experience with extensions.
• 11:53
  SPEAKER_00: I went ahead and let them know that we wear extensions because I know that as much information as you can give, the better um outcome for everybody involved.
• 12:03
  SPEAKER_00: And so um, you know, none of this is to attack the salon or the beauty pro because, first of all, um, you know, I think that there's a lot of the people who choose to come into the beauty industry love other people.
• 12:17
  SPEAKER_00: And so it's just the missing component of truly understanding how to show up as a true beauty pro, I think is what we experienced, you know, because gosh, the the moment we walked into the salon, I know one of the things that stood out to you, Jen, when we walked up to the salon was that there was a um desmop.
• 12:41
  SPEAKER_00: Yes, thank you.
• 12:42
  SPEAKER_00: A desk mom just laying down on their little entryway patio area, um, you know, and just out there like it probably needed to be used, but it was like somebody just ditched it out there and it had been laying there for quite some time, you could tell, you know, and we were greeted and offered a drink, which was nice.
• 13:03
  SPEAKER_00: Um, but truly that was the extent of the welcome.
• 13:07
  SPEAKER_00: You know, we didn't experience a tour or anything like that.
• 13:12
  SPEAKER_00: Um, we sat down and we brought our computers because we were working on a few uh last minute things, and she did offer us the Wi-Fi password, which was really nice.
• 13:22
  SPEAKER_00: Um, she was a friendly face for sure.
• 13:25
  SPEAKER_00: Um, just you could tell maybe there just wasn't a lot of uh systems around, you know, how do you welcome in that new guest?
• 13:33
  SPEAKER_01: Yeah.
• 13:34
  SPEAKER_01: And so then um we our Lindsay went first.
• 13:37
  SPEAKER_01: Um, and when she came to get you, Lindsay, uh, one thing I noticed is she never introduced herself.
• 13:43
  SPEAKER_01: Like, and I think I never got her name either.
• 13:45
  SPEAKER_01: So I know we completed the entire experience without knowing her name.
• 13:48
  SPEAKER_01: And later we were like, you know what, what was her name?
• 13:51
  SPEAKER_01: Let's look up the salon website, and it'd be nice just to know her name.
• 13:55
  SPEAKER_01: And we had a hard time figuring out who she was because you know, the highly styled, glamorous team photos look different from how this person appeared in the salon that day, um, which just made it a little difficult to identify her.
• 14:12
  SPEAKER_01: And um, you know, I think that just kind of can sometimes, and hey, this has even happened in my own salon where I've had to have these conversations.
• 14:18
  SPEAKER_01: It's like it just creates that disconnection between the online brand and the in-person experience.
• 14:25
  SPEAKER_00: Yeah, and that really does stand out, you know.
• 14:28
  SPEAKER_00: And when I got into the area that we were going to be in, she the consultation consisted of how many rows of extensions do you have?
• 14:38
  SPEAKER_00: And I said, I have two.
• 14:39
  SPEAKER_00: And then she kind of went through my hair a little bit, and then she said, All right, come over.
• 14:44
  SPEAKER_00: And um, so I walked over to the shampoo pole and laid back, and she shampooed the top of my hair, and then she got that a little wet, and then she grabbed some more shampoo and shampooed the rest, but she didn't shampoo in between um my extensions, and um, then she did some conditioner on my ends, and we walked back over.
• 15:05
  SPEAKER_00: Um, and I noticed um we were in a little area that there was an extra seat open next to us, and so I said, Hey, do you care if I see if my friend wants to come back and join us?
• 15:17
  SPEAKER_00: Um, and so she said, No, absolutely, and she helped me understand where you know how to tell you how to get there.
• 15:23
  SPEAKER_00: She was very friendly, very nice.
• 15:25
  SPEAKER_00: Um, and then you joined and she gave me a blowout.
• 15:30
  SPEAKER_00: And when she sprayed the product in my hair before she started blow dry, I said, Oh, that smells nice.
• 15:34
  SPEAKER_00: And she said, Yes, this whole line smells nice.
• 15:37
  SPEAKER_00: And I agreed.
• 15:38
  SPEAKER_00: And then afterwards, she sprayed another product in my hair.
• 15:42
  SPEAKER_00: Um, well, then she said, Do you want me to throw a couple curls in your hair?
• 15:46
  SPEAKER_00: And I said, sure.
• 15:47
  SPEAKER_00: And that was the extent of the consultation.
• 15:51
  SPEAKER_00: How many rows do you have?
• 15:52
  SPEAKER_00: Do you want me to throw a couple of curls in your hair?
• 15:54
  SPEAKER_00: And I mentioned again, gosh, that product smells good too.
• 15:57
  SPEAKER_00: And she said, Yes, all the products smell good.
• 16:00
  SPEAKER_00: So there was no product knowledge, no styling, um, no offer of a treatment at the shampoo bowl.
• 16:10
  SPEAKER_00: Um, just so many missed opportunities.
• 16:13
  SPEAKER_00: Um, because I I would have I would have actually taken a relift.
• 16:17
  SPEAKER_00: If she would have offered to relift my extensions, I would have said, absolutely, time is money.
• 16:22
  SPEAKER_00: I'm here, I'm gonna do that.
• 16:24
  SPEAKER_00: I love to get a conditioning treatment when I get my hair done.
• 16:29
  SPEAKER_00: Um, I love to experience it all.
• 16:32
  SPEAKER_00: And um, so just so many missed opportunities to educate the guest and really elevate that overall experience.
• 16:42
  SPEAKER_01: Yeah.
• 16:43
  SPEAKER_01: Um, I remember my experience was very similar, um, actually the exact same.
• 16:47
  SPEAKER_01: Um, I do remember looking over at Lindsay's extensions thinking, oh, but Beauty Pro in me wanted to be like, relift them, relift them, relift them.
• 16:55
  SPEAKER_01: I want to help her out.
• 16:56
  SPEAKER_01: Um, so you know, I think it was just a huge missed opportunity um in that moment.
• 17:02
  SPEAKER_01: Um, and then, you know, I do remember she um I asked about one spray or one product that she was spraying on me.
• 17:09
  SPEAKER_01: And this was after she had dried my hair.
• 17:11
  SPEAKER_01: Not all the way though, because she didn't get my extensions all the way dry.
• 17:14
  SPEAKER_01: Um, so they were still wet at the root.
• 17:16
  SPEAKER_01: But um, she said it's a texture shirt, it's a texture spray.
• 17:19
  SPEAKER_01: And so I thought in my head, okay, well, I know this, maybe some other people would, but like you're spraying texture spray before you're gonna curl it when she was gonna throw a few curls in there.
• 17:28
  SPEAKER_01: And so in my head, I could think about was alcohol and heat.
• 17:32
  SPEAKER_01: And so my hair was really gonna be spelling like fried chicken, which it did a little bit, um uh afterwards.
• 17:40
  SPEAKER_01: And so, like, you know, there was no product prescription or home hair care.
• 17:45
  SPEAKER_01: You know, when we were finished, he didn't turn us around and show us the fact.
• 17:48
  SPEAKER_01: She said, Do you feel refreshed?
• 17:50
  SPEAKER_01: And she said in a very nice, positive voice.
• 17:52
  SPEAKER_01: Uh, in my head, I was thinking, actually, I don't know, because I think I'm wanted to go home and redry my root area there.
• 18:00
  SPEAKER_00: Yeah.
• 18:00
  SPEAKER_00: And you know, at the end when we were checked out, it was um, do you want to rebook or not do you want to rebook, do you want to set any more appointments up?
• 18:11
  SPEAKER_00: And then the total.
• 18:13
  SPEAKER_00: And you know, I think that there was we just it was just discovery.
• 18:18
  SPEAKER_00: Well, first of all, when we walked out, Jen, the first thing you said was, wow, we have a gold mine.
• 18:23
  SPEAKER_00: And, you know, just like the the hospitality experience that we're we are helping beauty pros create in the industry is incredible.
• 18:35
  SPEAKER_00: Like I think, you know, people want to know how to create that.
• 18:39
  SPEAKER_00: And does that mean that every beauty pro on your team is gonna do it every single time?
• 18:43
  SPEAKER_00: No, everybody's still gonna be human beings, but just the number of missed opportunities there were to really help create an elevated experience.
• 18:53
  SPEAKER_00: Because, you know, not that you would ever judge a book by its cover, but if I if we were gonna judge a book by its cover, I would judge us to say they're probably gonna say yes to everything that I ask them, you know, like they um, so I would have made more offerings, I think, if I was looking at it from that experience, but or from that lens, you know, but even just like looking at it through the lens of like, how can I help expand this person while they're in here?
• 19:20
  SPEAKER_00: How can I elevate their experience?
• 19:22
  SPEAKER_00: Uh, there was just so many things that that could have just been taken up a notch.
• 19:29
  SPEAKER_01: Yeah.
• 19:30
  SPEAKER_01: You know, I think when she said, Do you want to what did she say, schedule your next visit?
• 19:35
  SPEAKER_01: And my head in that moment, like, because you can teach somebody a script that says, Do you want to schedule that next visit?
• 19:40
  SPEAKER_01: Right.
• 19:40
  SPEAKER_01: That's very common.
• 19:41
  SPEAKER_00: Yeah.
• 19:41
  SPEAKER_01: But like if you're missing that hospitable part of it, like I was like, Oh, in my head, I was thinking, absolutely not.
• 19:48
  SPEAKER_01: No, thank you, right?
• 19:49
  SPEAKER_01: Because I didn't feel seen, or I'm just speaking for you too, Lindsay, but I think we felt the same way, understood or care for.
• 19:56
  SPEAKER_01: So, you know, just that script won't create that loyalty if the actual experience is not there.
• 20:03
  SPEAKER_00: Yeah.
• 20:04
  SPEAKER_00: And you know, I think um, I don't remember exactly what the statistic is, but like 80% of service providers think that they gave a consultation, and like 7% of consumers actually think that they've received a consultation.
• 20:19
  SPEAKER_00: I wondered in that moment if she thought that she gave me a consultation based on saying, how many rows of extensions do you have?
• 20:26
  SPEAKER_00: And then after she blowed me saying, Do you want me to toss a couple of curls in your hair?
• 20:31
  SPEAKER_00: And, you know, I think um when there's no conversation about like your hair, your preferences, your lifestyle, your desired result, you don't create that trust, you don't create that desire for someone to to want to return.
• 20:49
  SPEAKER_00: And so um, you know, we we talk about um, you know, step um, what is it, step six is maintaining results in the guest journey or step seven, maybe.
• 21:03
  SPEAKER_00: And yeah, and really it happens throughout the whole thing, you know, you don't just ask one time, do you want to set up your next visit and expect the guest to say yes?
• 21:16
  SPEAKER_00: Like maintaining results, although it is step seven highlighted there.
• 21:21
  SPEAKER_00: If you are not future casting, if you're not really seeing that person, if you're not creating a vision for what could be possible, there's just so many missed opportunities.
• 21:31
  SPEAKER_00: And that's why you step seven is gonna fail.
• 21:35
  SPEAKER_00: It's not because it failed in that moment, it's because it all the little micro things leading up to that were missed.
• 21:42
  SPEAKER_01: And you're like, Jen and Lindsay, this sounds great, but how do I teach this to my team?
• 21:48
  SPEAKER_01: Because I'm scared that if I made an appointment at my own salon, the same thing might happen.
• 21:53
  SPEAKER_01: And you go, you guys, that's okay.
• 21:55
  SPEAKER_01: Um, that creates an opportunity.
• 21:57
  SPEAKER_01: So this is what we call the beauty code formula.
• 22:00
  SPEAKER_01: And so, you know, it's something that we teach inside um the salons that we work with, and it just helps someone truly be able to diagnose another human being.
• 22:10
  SPEAKER_01: So, you know, step one is just looking at that whole person, you know, looking at their body structure, looking at their lifestyle, you know, what length and shape or volume or movement supports the whole person.
• 22:21
  SPEAKER_01: And, you know, when you talk about body shapes that can really trigger people.
• 22:26
  SPEAKER_01: And, you know, we talked last week on the podcast about positivity or speaking positively, like that's the same.
• 22:32
  SPEAKER_01: Thing for guests, all you all body shapes are beautiful.
• 22:36
  SPEAKER_01: It's just like we're learning to create harmony and design within those body shapes so that everyone looks balanced.
• 22:42
  SPEAKER_01: And then step two is look at their face shape.
• 22:44
  SPEAKER_01: You know what length is gonna look best on them?
• 22:47
  SPEAKER_01: Do they need layers?
• 22:48
  SPEAKER_01: So what kind of styling do they need?
• 22:50
  SPEAKER_01: Where do they need volume?
• 22:51
  SPEAKER_01: Where do they not need volume?
• 22:52
  SPEAKER_01: And then step three is using the color analysis.
• 22:55
  SPEAKER_01: So what colors bring them life and clarity and and harmony?
• 22:59
  SPEAKER_01: And do they need warm or cool?
• 23:01
  SPEAKER_01: Asking a guest, do they need warm or cool is the worst thing you can do, I feel like.
• 23:06
  SPEAKER_01: Because they're like, I don't know, and they don't even know what warm or cool is.
• 23:10
  SPEAKER_01: So you know, imagine if that girl that we showed the video with a video for went into the salon, and the first thing they just said is said, Okay, I love everything that you shared, but the first thing I want to do is take a look at your face shape and determine what colors would be best for you.
• 23:26
  SPEAKER_01: I know that would have been the winning salon.
• 23:29
  SPEAKER_00: Yeah.
• 23:30
  SPEAKER_00: And you guys, here's why this is so important for you.
• 23:36
  SPEAKER_00: And people want to know what makes them glow.
• 23:42
  SPEAKER_00: Like gone are the days of when you would go into a salon five minutes before your appointment and flip through a magazine and say, Hey, I would like this.
• 23:51
  SPEAKER_00: Most magazines, most hair salons don't even have those magazines.
• 23:54
  SPEAKER_00: But people are doing the same thing.
• 23:55
  SPEAKER_00: But that person is not the person sitting in the chair.
• 23:58
  SPEAKER_00: So we need to look at that individual person and see what's going to help them cloth.
• 24:04
  SPEAKER_00: And you guys, here's why this matters for the consumer too.
• 24:08
  SPEAKER_00: They often visit multiple salons because they don't know how to identify the right beauty pro, you know.
• 24:15
  SPEAKER_00: They may believe that collecting several consultations is the consultations is the only way they can find someone they can trust.
• 24:24
  SPEAKER_00: But if every consultation just asks the same surface-level questions, the guest is still left trying to diagnose themselves.
• 24:33
  SPEAKER_00: And you guys, we're gonna let you in on a little secret.
• 24:37
  SPEAKER_00: That beauty code formula that Jen was just talking about.
• 24:41
  SPEAKER_00: The book for consumers actually releases this Friday, September 4th.
• 24:49
  SPEAKER_00: And they are going to be able to purchase this book and learn about what makes them glow.
• 24:57
  SPEAKER_00: And it's gonna point them to salons that are team-based salons just like yours, um, that we work with inside of Salon Business School, that they'll know automatically, hey, this person's actually gonna see me.
• 25:09
  SPEAKER_00: They are gonna be confident right away before they even walk in your door.
• 25:14
  SPEAKER_00: Um, they're already gonna have so many more tools.
• 25:16
  SPEAKER_00: They're gonna show up as your dream guests because they are gonna be ready to say yes to the right experience and they're gonna know about the beauty code.
• 25:27
  SPEAKER_00: And now you are too.
• 25:29
  SPEAKER_00: You're gonna know how to set your team up for that success so that they are no longer afraid.
• 25:36
  SPEAKER_00: I think the scariest question that or the scariest thing that people say to beauty pros inside of our industry all the time is if you could do anything with my hair, what would you do?
• 25:47
  SPEAKER_00: And it's like you can just feel every part of that person pucker up when they say that to them.
• 25:52
  SPEAKER_00: They're like, I don't know.
• 25:54
  SPEAKER_00: This is gonna decode.
• 25:56
  SPEAKER_00: How do we diagnose that?
• 25:59
  SPEAKER_00: How do we let them know what's gonna make them glow so that you could say, here's a few options of what would make you glow.
• 26:08
  SPEAKER_00: Yeah.
• 26:09
  SPEAKER_01: So your invitation for the week is, you know, just to walk your salon floors and, you know, maybe during a time where there's a first-time guest and you know, think about the system that happens.
• 26:19
  SPEAKER_01: Actually, write it down.
• 26:21
  SPEAKER_01: You know, you're not gonna stand right in front of them and watch them.
• 26:23
  SPEAKER_01: That's all what I'm saying, but like just scroll by and and make note of what's happening.
• 26:27
  SPEAKER_01: You know, how is that person speaking?
• 26:29
  SPEAKER_01: How is it, how are they feeling?
• 26:30
  SPEAKER_01: Are they using that person's name?
• 26:32
  SPEAKER_01: Are they, you know, making some professional recommendations?
• 26:36
  SPEAKER_01: Are they telling what they're using and why?
• 26:38
  SPEAKER_01: Are, you know, they're showing the finished result, or they're talking about face shape, are they creating a clear plan?
• 26:44
  SPEAKER_01: Um, and then, you know, after all of that, like would there be a reason for that guest to return?
• 26:51
  SPEAKER_00: Yeah, because a consultation isn't successful simply because we asked the guest a few questions.
• 26:59
  SPEAKER_00: A successful consultation helps the guest feel more understood than they did when they walked in.
• 27:07
  SPEAKER_00: It combines curiosity with expertise and it honors what the guests wants while helping them see possibilities they may not have even known existed.
• 27:18
  SPEAKER_00: So the guests should never feel like they were responsible for diagnosing themselves and placing an order.
• 27:25
  SPEAKER_01: Yeah, and the consultation doesn't stand alone, it is supported by the entire experience.
• 27:30
  SPEAKER_01: So the welcome, the tour, the shit, the service, the shampoo, the product education, you know, the big reveal and the invitation to return are all communicating something to the guest.
• 27:40
  SPEAKER_01: You know, they're either saying, hey, this is an appointment we need to compete, complete, or they are saying, we see you, we understand you, and we have thoughtfully created this just for you.
• 27:52
  SPEAKER_00: Yeah.
• 27:52
  SPEAKER_00: So on September 4th, the audio edition of The Beauty Code will be released for consumers around the world.
• 27:59
  SPEAKER_00: This book was written for consumers to help them understand what makes them glow as a whole person, not just what haircut or color happens to be trending.
• 28:10
  SPEAKER_00: You know, inside we walk through how to consider the whole person, face shape, color analysis so that somebody can better understand what is uniquely beautiful about them.
• 28:21
  SPEAKER_01: Yeah.
• 28:22
  SPEAKER_01: And you know, when consumers understand themselves more deeply, they become more confident in the salon chair.
• 28:29
  SPEAKER_01: So you can learn more and find the um digital copy that's coming out beginning September 4th at the beautycodebook.com.
• 28:39
  SPEAKER_00: Yes.
• 28:40
  SPEAKER_00: So for the salon owners and leaders listening, take an honest look at your experience this week.
• 28:46
  SPEAKER_00: Don't only ask whether your team performs consultations, ask what your guests actually experience during those consultations.
• 28:53
  SPEAKER_00: You know, are we taking orders?
• 28:55
  SPEAKER_00: Are we helping people see themselves in a way they have maybe never seen themselves before?
• 29:01
  SPEAKER_01: Because the best consultations do not begin with the service the guest wants.
• 29:05
  SPEAKER_01: It begins with the person sitting in front of us.
• 29:08
  SPEAKER_00: Yeah.
• 29:08
  SPEAKER_00: And when we truly learn to see that person, everything about the experience changes.
• 29:13
  SPEAKER_00: We will see you next week.