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All About Hair...and So Much More.
131: How to Survive Getting Off Schedule
PITCH IN.
Train your staff and front desk to be aware when another stylist is having a hard time keeping up, for whatever the reason. Make it common practice to help out. Coworkers should always be prepared to sweep up hair, shampoo a guest, or even finish a coworker’s customer by blowdrying.
FESS UP.
Always admit you’re running late. When your customer arrives, tell her you’re behind schedule and that you’re terribly sorry. Tell her how much longer you are going to be; this allows the client to run an extra errand or grab a bite to eat.
DOLE OUT.
Give something back to the client by way of apology for making her wait. Consider giving a discount, a coupon for a discount on a new service offered, or a small retail product.
CALM DOWN.
Never panic, skip steps, or rush the service however much you might be tempted to do so. Stay professional and indicate by your words and your actions that you really do respect your customer’s time. If you’re disastrously behind, give a call to some of your later clients and see if you can reschedule them, or at least give them a heads up that you’re running late.
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How to survive getting off schedule. You know, you look at the clock, and oh my gosh, your next client is already dude who arrived in and you haven't even started blow drying the hair yet? Oh my gosh just happened so much. What do you do? Well, hey there. This is Denise. And this is the salon ownership Made Easy podcast for salon owners who are searching for simple solutions to their everyday challenges. I've owned several six and seven figure award winning salons in my 30 year career. With so many changes happening in our industry these days, it seems like salon owners need a shoulder a hug and a big dose of reality. Think about it. We didn't learn how to be successful salon owners in beauty school. So why don't you let me share what has worked and what hasn't worked for me over the years, you do have what it takes to be amazingly successful. So let's do this. I'm excited you're here. If you're in business to make 2023 your best year ever in your salon, you want to be sure to get signed up on our waiting list for our brand new course no better do better your entire roadmap for salon success. It's going to include best interview practices, onboarding, how to develop your values and culture, how to train your front desk, taking the fear out of selling retail, knowing your numbers, so you can make a profit, how to coach your team to success and so much more to get your name on our waiting list. So you'll be the first to know about it. Just go over to salon ownership made easy.com forward slash waitlist, we'll see you there. You know, time has gotten away from you. And you forgot to tell the front desk to call your next client say hey, I'm running a few minutes behind. Okay, and your and your next clients walking in the door and you're like crap. Oh, first of all, hopefully your whole salon culture and team and everybody in the salon pitches in. Hopefully you guys are trained that way hopefully that your environment your salon, like it maybe other stylists can come over and sweep hair for you or, or shampoo your next client and really give them a nice long shampoo while you're finishing up your blow dry. Or maybe you can get another stylist even blow dry your guest so you can get your your next guest started. Sometimes just having some help. And having your co workers help to pitch in is all it takes. Second, Fess up. So always admit, if you're running behind, don't ignore the elephant in the room. just fess up, say, Hey, I'm sorry, excuse yourself, go over to your next guest to Hey, I am so sorry, I'm running about 15 Whatever, however long I'm running about 15 minutes behind. If you needed to run an errand, or go grab a bite to eat or cup of coffee next door, please take your time, we'll be right with you. Because they might be hungry, they might have just, they might have just rushed to get there and didn't have breakfast or something. And might give them a chance to go get their thoughts together too. But always always fess up and admit to be running behind. Don't just let them sit there and wonder what the hell's going on. When they are actually in your chair. And you know, and it's already behind their scheduled time. Give them something a little extra, maybe you have some free samples that you can give to them or a gift card for their next service, you know, $10 off or maybe even discount this one, I don't know or give them a free conditioning treatment or eyebrow wax. Just show them that, hey, you're important to me. I really didn't mean for this to happen. Let me go the extra mile for you. And another thing is just remain calm. Okay? Don't over do it on the the guest sits in your chair like if you're blow drying, don't skimp don't not give them what you promised to give them if but on the other hand, don't take your sweet little time and go, oh, let's add curls to your hair. If you didn't promise them curls, you know, it's okay to just blow dry, finish them and not give them the whole, you know, Instagram photo shoot, look, if you're wanting that and you just did this excellent color on them and you're wanting that maybe you can get somebody else in your salon to curl them and take their picture or you get your next client started. Somebody needs to hand the baton or maybe it's just you and you don't have an anybody else in your salon and you're just working yourself. Maybe you ask that the guests to come back in like 45 minutes, then you can curl them after this guest it just depends on your day. There's always something you can do and get creative but just don't pay back, okay, make sure that your next guest knows that you see them, they're important. You value their time just as much. And if you're going to be more than like 15 minutes late, give them the opportunity to either reschedule because you don't know what their schedule is, maybe, maybe they're tight, too, or at least let them know what's going on. And if you feel like being late for this one, and then you're going to be late for this one, you see your whole day piling up? Why don't you take two minutes and call your next clients and let them know. That way, it gives them the opportunity if they need to reschedule, or it gives you the opportunity, so you're not stressed to the max. And then you can reassess and get your day back on track. But the most important thing about how to survive getting off schedule is to think it through, think about what happened. Think about how did this happen, because sometimes, we've just miss scheduled ourselves. Sometimes, these things are unavoidable. So there's something that came up, maybe you had 45 minutes to an hour for a haircut blow dry, but the guests came in, and their hair ponytail was like this big around. And so you didn't know that you needed an extra half an hour to blow dry them. You know, there's some things out of our control. However, I would look at look at my schedule and say, Hey, am I giving myself enough time for thorough consultations, what's important here? Do I need to add five minutes here and there or 15 minutes here and there just so you don't run behind. And if you're just starting out, and your timing isn't where it needs to be, give yourself a cushion of 15 minutes in between. So that way, you're not freaking out. I mean, the the worst thing you can do is start panicking. And then it doesn't become fun anymore. It doesn't come fun to anybody. If you're, if you're trying to get eight to 10 people per day. That's a that's, that's, that's frightening. I mean, we used to do it all the time, double book, assistance, all that stuff, but people don't do that anymore. So anyway, just think it through and see, see if there's something that you can fix in your schedule, so it doesn't happen again. Or maybe there's a system that you can, you know, if you're all by yourself, again, text, your next guest or whatever, but see what you can do to not let it happen again. It's gonna happen. It happens to everybody. But the key to survive it is to get help. So your co workers could pitch in, pass up, make sure everybody knows what's going on. Give Something Back to your guest, you know, to say, Hey, I appreciate you don't stress, and then think it through for the next time. Hope these little tips helped you happens to everybody. We all we all have to learn how to survive being on schedule. So let me know if any of these tips and tricks helped you at all. And until next time, just remember, it's not about the little things. It's all about the little things. Hey, there thanks so much for listening to the salon ownership Made Easy podcast today. Would you do us a favor? If you got value out of this week's episode? Will you share it with your friends? And while you're at it, go ahead and leave us a review. That way more business owners like yourself will find us and we can help them with the challenges they may be facing to. Thanks again, and we'll see you next week. Take care
