5 Steps to Salon
Brilliance
By Julie Hyne
Founder of Business 4 Beauty
Personal Development and Image Training exclusively...
A snapshot
 In Australia, beauty is a $4billion industry
 21000 businesses
 80000 employed
 Forecast to grow at 1.3% a...
Factors affecting spend
 Discretionary income in times of economic uncertainty
 Consumer confidence
 Staff knowledge an...
Opportunities
 An ageing population means there is big focus on anti
ageing services and products
 Middle aged males see...
The Biggest Driver
Customer Service
Customer Experience
Do you know what your client sees, feels and senses
when they walk...
There’s a Gap
in delivering these drivers…
YOU!
And your team
Customer Service Facts
 A dissatisfied customer will tell between 9-15 people
 13% of those tell more than 20 people
 8...
Customer service facts
 25% of customers are likely to speak positively
 23% who experience positive service will tell 1...
Enter Soft Skills
 Interpersonal skills
 Attitude
 Presentation
 Leadership
 Etiquette
 Values
 Body language
These...
Why do they matter?
Customers demand it
They are what keep you in
business!
5 Steps to Being Irresistible
 Image
 Impression
 Impact
 Integrity
 Identity
Image
• Presentation
• Polish
• Persuasion
• Projection
• Physicality
Impression
 Recognition
 Reflection
 Relate
 Respect
 Reaction
Impact
 Confirmation
 Credibility
 Confidence
 Certainty
 Conversion
Integrity
 Sincerity
 Self respect
 Spirit
 Style
 Status
Identity
 Purpose
 Passion
 Priorities
 Poise
 Presence
Why are these steps critical?
 70% of buying experiences are based on how the
customer feels they are being treated (McKi...
What does it mean for you?
 Higher rebooking rates
 Healthy retail sales
 Client loyalty and retention
 Healthy appoin...
More information
Business 4 Beauty
 Sign up for my FREE 5 part video series to find out
more
 Contact me directly via em...
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5 steps to salon brilliance

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Are you a salon owner striving to be exceptional? In this video I cover the 5 steps you need to focus on to build an irresistible salon business that dominates your industry for high performance and profit.

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5 steps to salon brilliance

  1. 1. 5 Steps to Salon Brilliance By Julie Hyne Founder of Business 4 Beauty Personal Development and Image Training exclusively for Elite Salons
  2. 2. A snapshot  In Australia, beauty is a $4billion industry  21000 businesses  80000 employed  Forecast to grow at 1.3% annually
  3. 3. Factors affecting spend  Discretionary income in times of economic uncertainty  Consumer confidence  Staff knowledge and experience  Client Experience as an ongoing factor
  4. 4. Opportunities  An ageing population means there is big focus on anti ageing services and products  Middle aged males seeking skincare solutions  Natural skincare as people search for variables  Cosmeceutical procedures at the high end How is your team going to tap into this wide demographic? How can you magnify the scope of clients you can reach?
  5. 5. The Biggest Driver Customer Service Customer Experience Do you know what your client sees, feels and senses when they walk into your salon?
  6. 6. There’s a Gap in delivering these drivers… YOU! And your team
  7. 7. Customer Service Facts  A dissatisfied customer will tell between 9-15 people  13% of those tell more than 20 people  86% of consumers stop doing business because of bad customer experience  For every customer complaint there are 26 others who remain silent  65% will speak negatively
  8. 8. Customer service facts  25% of customers are likely to speak positively  23% who experience positive service will tell 10 people How can you increase the above percentages to increase customer loyalty and create a profitable, sustainable business?
  9. 9. Enter Soft Skills  Interpersonal skills  Attitude  Presentation  Leadership  Etiquette  Values  Body language These are the things that are NOT taught at school but will take your business from being mediocre to exceptional
  10. 10. Why do they matter? Customers demand it They are what keep you in business!
  11. 11. 5 Steps to Being Irresistible  Image  Impression  Impact  Integrity  Identity
  12. 12. Image • Presentation • Polish • Persuasion • Projection • Physicality
  13. 13. Impression  Recognition  Reflection  Relate  Respect  Reaction
  14. 14. Impact  Confirmation  Credibility  Confidence  Certainty  Conversion
  15. 15. Integrity  Sincerity  Self respect  Spirit  Style  Status
  16. 16. Identity  Purpose  Passion  Priorities  Poise  Presence
  17. 17. Why are these steps critical?  70% of buying experiences are based on how the customer feels they are being treated (McKinsey)  Attracting a new client costs 5 times as much as keeping a new one, so wouldn’t you want to get it right first time, every time?  A 10% increase in client retention can mean a 30% increase in your bottom line (bain & co)
  18. 18. What does it mean for you?  Higher rebooking rates  Healthy retail sales  Client loyalty and retention  Healthy appointment book  More profits  Less stress and worry  Increased confidence, passion, self esteem  More time for you
  19. 19. More information Business 4 Beauty  Sign up for my FREE 5 part video series to find out more  Contact me directly via email or on 0433114841 To your salon Brilliance and Success
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