Nergish’s
Top Tips on how to use
the Increasing Customer Spend DVD’s and Videos.
First, some points to remember:
Watching this video/DVD does not guarantee success… implementing
what is shown does!
-
The Increasing Customer Spend DVD’s
and Videos are designed to help salon stylists and receptionists
not salon managers.
-
They are designed to help team members to
achieve their retail and service targets.
-
To recognise when you need to show your staff
these training modules is easy! Keep a watchful eye
on your salon targets and when individuals
regularly miss their targets in one or more areas
it is a good time to introduce or re-introduce these training
modules.
-
They encourage better use of language and
they assist team members to complete their
service.
-
They are designed to cut down on the
usual repetition of basic customer care standards
faced by the busy salon manager thereby promoting
consistency of good customer service.
-
The DVD’s and Videos are not miraculous
in themselves! The techniques although simple, are very powerful
when applied on a daily basis.
-
The techniques are simple to learn and easy
to implement.
-
To achieve maximum results these training
tools ought to be watched carefully and then implemented
into the very next consultation.
-
If the desired results are not achieved by
a particular member of the team they should be encouraged
to watch it again (hence the short running time)
between customers. Some team members will pick it up quickly,
some will need to watch them over again.
- The salon Manager can, of course, get individuals to watch
them in the salon when they have a few minutes spare (during
a coffee break, between customers etc.)
-
You can also allow your staff to take them home to view at their
leisure (for this you should design a sign-out sheet that records
who has taken it home next.)
- You can use it as an in salon training video/DVD in the salon
for the staff to watch together as a refresher.
- You could hold a discussion after the showing of the Video/DVD
for comments as to who feels they perform to the same standards
as shown.
- You could also analyse each area by pausing the DVD/Video
at the summary lists each time they appear and really identify
and solve which of the areas exactly is letting people down.
(this method is great at establishing exactly what the problem
is when it comes to failure to reach certain targets)
- We encourage the use of role-plays to re enact what is demonstrated
in the Video/DVD’s to put the message across more succinctly.
- You can use this as an induction video for new stylists.
- You could use it regularly, to play before model nights commence
when training young apprentices.
- Shy and quiet stylists benefit from watching this as it virtually
teaches correct use of salon language thereby removing some
barriers.
- After performance reviews/ appraisals/ one on ones, these
DVD’s/videos could offer a solution when you have identified
an area of weakness. Ask the individual to fast forward the
video/DVD to the required area and play until learned.
- Another manager uses these DVD’s as a regular reminder
to encourage consistency of good customer care standards.
- Salon managers could test employees based on the DVD’s
/videos by preparing a self grading sheet. Getting the team
to watch the DVD/Video and later grade themselves as to how
well they follow procedures outlined.
However you wish to use them please remember that like any other
training tool you will only see results upon implementation
of techniques shown!
If you have any suggestions of how to use these videos/DVD’s
better, please email us on sales@salonstandards.com
or fax us on +44 (0)208 840 9070.
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