Sergey Nizhelsky: about the service in the beauty salon and employee motivation

He told us about the new generation of service and the secrets of selecting people for the team, and also shared his own opinion on how to motivate professionals to work better, how to develop a business in 2020, and where a new businessman should start.

– What is included in the concept of “service”?

– In a global sense, service in a salon is caring for the client. These can be actions that the client sees or feels, such as air temperature or aroma. The concept of “service” also includes the care that the master shows towards the client. Each salon develops its own vision of service depending on the wishes of the manager and clients.

There are mandatory and optional components of the service. For example, greetings are mandatory. Upon entering the salon, the client should feel that he is welcome here - like a long-awaited, beloved guest. Firstly, the administrator should greet him. If we talk about a new generation of service, then all the masters who are in his field of vision should say hello to the person.

But a children's room is not a mandatory item, but, depending on the target audience of the salon, it can be a very useful element of the service.

– What features distinguish the new generation of salon service?

– The concept of a new generation of service is precisely that it involves taking care of the client’s comfort and safety from the moment he enters the salon until he leaves, as well as accompanying him with care outside the salon. For example, useful and pleasant publications on social networks, individual recommendations for home hair care, and so on.

New generation service anticipates the client’s questions and needs and satisfies them in advance. For example, as soon as the client enters the salon, the administrator greets him and shows him where he can sit, leave his outerwear and wait for the master. There should be a comfortable place for waiting in the cabin. After this, the client should pay attention and tell, for example, about the products that are presented in the salon. Then the choice is up to the client - whether he wants to perceive this information or just wants to sit and wait for the master.

When the client meets with the master, the latter must introduce himself, find out about the client’s wishes and tell him what will happen next. This is followed by the work of the master with the client, but it is important that the service accompanies the person throughout the entire time spent in the salon. For example, if a client has to sit in a chair for a long time, naturally, after some time he will want to drink. You can bring a glass of water in advance to anticipate the client's request.

Not only salons of the highest level can provide quality service. You can take care of your clients to the best of your ability.

– What knowledge about service should a modern master have in order to work successfully in a salon? Or should the owner or manager teach him this?

– If a business owner is interested in the success of his business, regardless of the level of training of the master coming to the salon, he must give him all the instructions for providing service that are accepted in this place. The most convenient way to familiarize a new technician with all the components of the service in your salon is to create a special document in advance in which all the points will be spelled out. He will familiarize himself and will clearly understand what he needs to do next.

– How can a business owner select people for his team, what should he be guided by?

– To effectively select employees, it is important to first answer yourself who you see in your team: what skills should a person have, should he be efficient and punctual, are his creative abilities important for his work, and so on. But the key criterion when selecting team members is the alignment of the employee’s goals with your goals as the owner. They should be similar.

Always ask the question: “What do you expect from working in our salon?” The answer to it always gives more understanding of why this or that person came to the interview in the first place. If the master knows everything about the salon and really wants to work for you, he will have stronger motivation and it will be easier to build a dialogue with him.

– Is it important to create a cohesive team and not a team of competitors?

– It all starts with the goals of the business owner and management team. If they are interested solely in the financial result, perhaps it will even be to their advantage if the masters compete with each other. But, if the owner wants to develop a business, for example, as a franchise, he will be interested in creating an interesting product with some unique features and cohesive team work. Therefore, everything here is very individual.

But creating a cohesive team is quite possible with the right goal setting. It is important not only to want it, but also to understand why you need it.

– How to motivate craftsmen to work better?

– A person will work to the limit of his capabilities and even better if he understands why he needs it. The master must be aware of what he is getting from this work now and what goals he can achieve if he continues to work well.

Many business owners send specialists for training, help them achieve some professional goals, and support newcomers at the beginning of their journey. It is important to understand what a person needs and give it to him. This is the best type of motivation.

Read the continuation of the interview in the magazine MAKEUP&YOU Professional 2019/№4 .