People Skills

people skills Because…

the Beauty Industryis more than

hair, skin and nails

For All Salon Professionals

INDUSTRY TIMELINE

Pre 70’s 1970s

1980s 1990s

2000+

Beauty ParlorsBeauticiansWash & Set StylesBarber Shops

Unisex SalonsWash & Wear StylesPrecision Cuts

FranchisesLiquid ToolsComputersFull-Service SalonsSpecialty Licenses

People Skills High-Tech Salons Day Spas More Male Clients

Color Explosion Texture Fusion Health & Wellness

What’s Next?

WHY CUSTOMERS

QUIT 1% DIE 3% MOVE AWAY 5% OTHER FRIENDSHIPS 9% COMPETITIVE REASONS14% PRODUCT DISSATISFACTION68% QUIT BECAUSE OF ATTITUDE OF

INDIFFERENCE TOWARD CUSTOMER BY SOME EMPLOYEE

people Skills Communication Skills

80/20 Principle

• 80% of success is communication skills

• 20% of success is technical skills

The New People Skills!Part One Relating with

CARE Part Two Serving

with CARE

New: Novice, Professional, Master

Novice• Focus is on technical skills; less likely to

apply people skills

Professional• Have basic technical skills down cold;

spend time applying their people skills

• Highly proficient in creative and technical skill areas as well as with people skills

Master

Rapport

Have you ever met anyone

and immediately felt like

you have known each

other for a long time?

Rapport• A close relationship with harmony

and agreement

• Creates harmony that enables you to get along better with people

• Mutual interests

• Similarities

Rapport

• Is an abstraction

• Can’t touch or measure it

• Know that it is there

• Can sense when it is not

Building Rapport

Build Rapport by:

• Identifying what gets in the way?• Overcoming those barriers

Understanding YourselfUnderstanding Yourself

Understanding Your ClientUnderstanding Your Client

5 BUILDING BLOCKS OF RAPPORT

Understanding the Phases of ServiceUnderstanding the Phases of Service

Managing Your RelationshipsManaging Your Relationships

Managing the Phases of ServiceManaging the Phases of Service

1

2

3

4

5

Personality DifferencesPersonality DifferencesBlame, Judgment, Jealousy, and RighteousnessBlame, Judgment, Jealousy, and Righteousness

5 BARRIERS TO RAPPORT

Cultural, Generational, Gender and Sexual-Orientation DifferencesCultural, Generational, Gender and Sexual-Orientation Differences

Different Goals and ExpectationsDifferent Goals and Expectations

Technical ProblemsTechnical Problems

1

2

3

4

5

Building a People Skills Community

• Deepen relevance and meaning by having everyone in the facility practice people skills

• Needs to include everyone from the front door to the back door…from the janitor to the director

CARE Profile

COOPERATORS

• Feeling and Passive• Concerned about people• Concerned about feelings• Patient• Good listeners• Not time-oriented• Not risk-takers

• To be accepted• To get along• To be liked• Cooperation• Feelings• More measured

movement

Cooperators Are: Cooperators Need:

Feeling and Passive

ANALYZERS

• Thinking and passive• Factual• Precise• Methodical• Not risk takers• Not fast-paced

• Security• Time to think• Facts to rely on

Analyzers Are: Analyzers Need:

Thinking and Passive

REGULATORS

• Independent and assertive• Cool and in control• Take-charge types• Doers

• To feel things are well-run

• Challenge• To win• To use a purpose• Reasons without too

much detail

Regulators Are: Regulators Need:

Thinking and Assertive

ENERGIZERS

• Expressive and assertive• The life of the party• Born to convince and

inspire others• Outgoing and creative• Not time structured or goal

directed

• To be admired and appreciated

• Excitement• Change

Energizers Are: Energizers Need:

Feeling and Assertive

4 PERSONALITY PATTERNS

COOPERATOR

ANALYZER

REGULATOR

ENERGIZER

Why?

How?

What?

What If?

Feelings…Must

Feel It!Facts!

Details!

By the book

What is it?

What else can I do?

!!!

???

????

Shared Traits

Style Shifting• Shifting your behavior and words to

match the person you want to be in rapport with

• Adjust the volume, speed, tone and choice of words you use to match their personality style

Elements of Style Shifting

• Changing the way you communicate

• Changing mannerisms

• Thinking different

• Apply the law of requisite variety

• Experimenting

• Risking

Serving with CARE

6 Phases of Service

Greet

Assess

Agree

Deliver

Recommend

Complete

Make the

MOST CENTS

Students with

people skills