People Skills
people skills
Because…
the Beauty Industry
is more than
hair, skin and nails
For All Salon Professionals
INDUSTRY TIMELINE
Unisex Salons
Wash & Wear Styles
Precision Cuts
Pre 70’s 1970s
Beauty Parlors
Beauticians
Wash & Set Styles
Barber Shops
1980s
People Skills
High-Tech Salons
Day Spas
More Male Clients
1990s
Franchises
Liquid Tools
Computers
Full-Service Salons
Specialty Licenses
2000+
Color Explosion
Texture Fusion
Health & Wellness
What’s Next?
WHY
CUSTOMERS
QUIT
1%
3%
5%
9%
14%
68%
DIE
MOVE AWAY
OTHER FRIENDSHIPS
COMPETITIVE REASONS
PRODUCT DISSATISFACTION
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
Part Two
Relating with CARE
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
Master
• Highly proficient in creative and technical
skill areas as well as with people skills
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
5 BUILDING BLOCKS OF RAPPORT
Understanding
Yourself
1
Understanding
Your Client
2
Understanding
the Phases of Service
3
Managing Your Relationships
4
Managing
5 the Phases of Service
5 BARRIERS TO RAPPORT
Personality
Differences
1
Blame, Judgment, Jealousy, and
2
Righteousness
Cultural,
Generational,
Gender
and
3
Sexual-Orientation Differences
4
Different
Goals and Expectations
Technical
Problems
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
Cooperators Are:
Cooperators Need:
•
•
•
•
•
•
•
•
•
•
•
•
•
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
ANALYZERS
Thinking and Passive
Analyzers Are:
•
•
•
•
•
•
Thinking and passive
Factual
Precise
Methodical
Not risk takers
Not fast-paced
Analyzers Need:
• Security
• Time to think
• Facts to rely on
REGULATORS
Thinking and Assertive
Regulators Are:
•
•
•
•
Independent and assertive
Cool and in control
Take-charge types
Doers
Regulators Need:
• To feel things are
well-run
• Challenge
• To win
• To use a purpose
• Reasons without too
much detail
ENERGIZERS
Feeling and Assertive
Energizers Are:
• Expressive and assertive
• The life of the party
• Born to convince and
inspire others
• Outgoing and creative
• Not time structured or goal
directed
Energizers Need:
• To be admired and
appreciated
• Excitement
• Change
4 PERSONALITY PATTERNS
COOPERATOR
?
Why?
Feelings
…Must
Feel It!
Facts!
Details!
ANALYZER
???
How?
REGULATOR
!!!
What?
What
is it?
What
If?
What
else can
I do?
ENERGIZER
By the
book
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
Students with
people
skills
Make
the
MOST
CENTS