Some people have difficult personalities to mesh with, while others are friendly, charismatic and appear to be well liked by everyone around them. Stylists should take the time to reflect on what type of person they are: difficult, likeable, or somewhere in between?
“satisfy or please” everyone. And, that’s OK. Salons should create their own culture and be consistent. Staff members should be kind and professional to everyone regardless of skin color, height, weight, income status, religious preference, or sexual orientation. This is true for coworkers as well as clients. Consider the following scenario: While growing up, Amy’s mom owned a small-town beauty shop. It was on a quiet street in a quaint neighborhood. There were six chairs, and she rented out five booths to other stylists. Each stylist had their own dress code. Each stylist scheduled their own appointments and collected their own money from clients. Amy spent her afternoons as a teenager helping in the salon removing paper from perm rods, sorting magazines, sweeping, mopping, and laundering the capes and towels. Amy helped the five beauticians, as well as her mom. Out of the five stylists, only one, Dana, showed appreciation for Amy’s work. Sometimes, Dana would give Amy a thank- you note or buy her lunch or even just say kind words. She treated her clients in the same manner. She had the busiest schedule and, of course, made the most income and largest tips. Dana didn’t grumble and complain with each new client about how tough her life was, and she easily changed the subject if someone would speak in a negative manner. Amy did not want to become a cosmetologist, but she admired Dana’s work ethic and tried to learn from her. Amy loved her mom but did not want to follow in her footsteps. Amy dreamed of being an attorney and her back- up plan was to become a travel agent. After all, talking and traveling were two things she found a love for in her early years. Amy learned from experience that salon work was hard; it hurts your feet, it makes your back ache. If you do not consistently wear support hose, your legs may look like a road map created from broken veins. And, sheesh, the people you have to deal with daily were another issue. Those were Amy’s thoughts as she would listen to topics of conversation that often included the next event happening at the local community center or church, sharing dinner recipes, clients’ family celebrations, and of course, gossip. People talked. And talked and talked. Even when they had gel and rollers and clippies in their hair, and were placed under the dryer, they would talk some more. Why would anyone want to subject themselves to this type of “hard labor” in a career? Aside from the long hours and catering to the unappreciative “entitled” clients, celebrating holidays was stressful. When the entire world is on vacation, the service industry is busy! The income, Amy would calculate in her head, did NOT compensate for the amount of labor and love poured into the profession. In her senior year of high school, Amy picked up a job in a local mall at a wig store, owned by a very nice Asian family. This was her first taste of “cultural diversity” outside of her small-town upbringing. The manager, Mrs. Kim, liked the fact that Amy had acquired customer service skills in a salon and had an early understanding of how people cared about their looks. Within the first month, Amy was given a key to the store and allowed to work alone. Many people would stop in for fun, trying wigs on to sample a new style or color. Eventually, Amy could identify the customers that would purchase versus the ones who would not.
RESPECT IN PRACTICE
Amy’s first encounter with a customer purchasing a wig because she was beginning chemo was within a few days of operating the store alone. The woman walked in with her husband. She smiled sweetly, with the softest skin and beautiful, short, salt and pepper hair. Before she had a chance to introduce herself, Amy jumped up with excitement to help her. Amy recognized her from kindergarten! She was a very popular, well-loved teacher. Now she had cancer. Now, she needed to purchase a wig. Now, she felt like she would somehow be “unattractive” if she were bald. At the time, Amy was seventeen. She had never before been faced with cancer. Amy certainly was not prepared to handle the news. How could she possibly fit and style a wig for her? She deserved so much more than an entry-level employee with little experience. With a sinking feeling and a half smile on her face, Amy walked to the back storeroom. As she chose several shades of hair, in lightweight cap-less style wigs, she thought hard. Her former teacher deserved to look and feel her very best and was depending on Amy to help her. Amy returned to the styling area, placed the boxes of wigs on the counter, and gently turned the chair to face her teacher toward the mirror. Amy began to explain the differences between human hair and synthetic hair. She remembered hearing Mrs. Kim tell customers, “Be patient. We will find a good one.” So, Amy assured her, “We will find one that is closest to the style you currently have.” They talked briefly about the teacher’s diagnosis and treatment plan, but then easily moved on to more light conversation. She chose not only a wig, but a cloth turban with bangs connected, and all the shampoo and conditioner for her type of hairpieces. Amy had helped this wonderful lady feel as satisfied and happy as possible. Mrs. Kim was very appreciative of the add-on sales. Amy felt so proud of herself for overcoming the thought of possible failure to please a customer in need. She felt appreciated and respected by the store owner. It was a good day; the beginning of many good days. She wanted to work harder to make each person feel cared for. She wanted to make them feel the best they could, and maybe give them a self-esteem boost. Most of all, she wanted her customers to know that she respected them. Having found such a love working with people and their appearance, Amy changed her mind about her original career goals. After high school, Amy enrolled in a local beauty academy. With over a year experience in the mall, she experienced a little less culture shock and was prepared to meet many new people during her new adventure. Amy’s class was made up of people from many different races and ethnicities, and as the beauty course went on she realized she could learn a lot from the varied experiences and perspectives of her new classmates. As people become more aware of other cultures, religions, races, economic status, and history, to name a few, they become more capable of showing compassion and respect to others. Friends, neighbors, teams, organizations, schools, congregations, and co-workers deserve it.
EliteLearning.com/Cosmetology
Book Code: NTNC0825
Page 38
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