I have read several of Michael Cole’s books and am certain I have read the very theory Jill mentioned in her last post. The particular book I remember reading it in was geared more toward hairstylists, but several of the theories were ones that translate well to a nail technician — especially those about the first impression and how to create the flow of conversation with your client that can maximize impact. He’s one of the people in our industry that I continually go to for information.
This theory of non-verbal communication that Jill mentions is also the basis for much of what Kristi Valenzuela taught at the class I took with her a few weeks ago. What Kristi taught us was that this theory also extends to your salon’s front desk people. She told us all that we need to be hyper-aware of our behavior near the waiting area of the salon and behind the desk itself. She told us to make sure we smile and stand to greet a client coming in the door and also to treat people as if they were a guest in your home.
Think about that for just a minute. We are usually on our best behavior when we have guests in our homes, especially if they have never been there before. We offer refreshments, take their coat, smile, give them the grand tour, make pleasant conversation, and walk them to the door to say goodbye. All of these things are actions that we can adapt to use in the salon.
Kristi also talked about extra-verbal communication and how very important it is to speak well when answering the phone. She mentioned that the caller can hear the difference in your voice when you smile as you speak; your tone is automatically more positive. When a prospective client calls your salon all they have to rely on to get an impression of your salon is this extra-verbal communication. These were just some of the great theories that I have learned that have made a great difference in how I approach a guest in the salon.