1. On The Job
Chapter #31

2. Learning Objectives
Describe the qualities that help a new employee succeed in a service profession
List the habits of a good salon team player
Explain the function of a job description
Describe three different ways in which salon professionals are compensated
Create a personal budget
List the principles of selling products and services in the salon
List the most effective ways to build a client base

3. Key Terms
Client Base – Customers who are loyal to a particular cosmetologist
Commission – percentage of revenue that a salon takes in from sales earmarked for practitioner
Job Description – document that outlines all duties and responsibilities of a particular position in a salon or spa
Retailing – act of recommending and selling products to your clients for at-home hair care
Ticket Upgrading or Up-selling services – practice of recommending and selling additional services to clients

4. Goals / Rules Prioritize your goals
Goals and rules should guide you throughout your career
If you let them do so, you can always expect to have work, and enjoy all the freedom that your chosen profession can offer

5. Moving from school to work
Making the transition from school to work can be difficult
School is a forgiving environment. You are given the chance to do a certain procedure over and over again until you get it right. Making and fixing mistakes is an accepted part of the process and your instructors and mentors are there to help you
When you become the employee of a salon, however you will be expected to put the needs of the salon and its clients ahead of your own
You must always be on time for your scheduled shifts
Be prepared to perform whatever services or functions are required of you regardless of what is happening in your personal life
One practitioner’s selfish and immature decision can create problems for the entire salon

6. Out In the Real World
Many students believe they should be rewarded with a high- paying job, and doing only the kinds of services they with to do, as soon as they graduate from cosmetology school. Well, welcome to the “REAL WORLD”. It does not work out that way, at least not for most people
The important thing is to be honest with yourself as you evaluate your skills, in order to best determine which type of position is right for you.

7. Service Profession
First remember when you are in a service based business your work revolves around servicing your clients, you have no time to be selfish.
You need these clients they do not need you – they will find another stylist
Never let the negativity of a few affect your overall outlook

8. Service Profession Guidelines
Put others first – put your feelings aside and put the needs of the salon and your client first
Be true to your word – Be someone who can be counted on to tell the truth, and do what you say you will do
Be punctual – scheduling is central to the salon business
Be grateful – it is an honor to have a job! If you become unhappy with your salon, look for another job and move on before your start acting in an ungrateful , disrespectful manner
Be a problem solver – Be someone who recognizes problems promptly, and finds ways to resolve them constructively
Be respectful – you may not like or agree with the salon manager or their rules, but you must give her the benefit of the doubt. If you cannot come to terms with the salon’s rules, then it is time for you to find a new job before your anger takes over
Be a lifelong learner – keep on learning. Thinking that you will never need to learn anything more once you are out of school is immature and limiting

9. Salon Teamwork
Working in a salon requires that you practice and perfect your people skills
In order to become a good team player:
Strive to help – be concerned not only with your own success, but also with the success of others
Pitch in – Be willing to help with whatever needs to be done in the salon
Share your Knowledge – be willing to share what you know
Remain positive – there will be lots of opportunities for you to become negative or to have conflicts with your teammates resist all temptations to give in to maliciousness and gossip
Become a relationship builder- you do not have to be someone’s best friend in order to build a good working relationship with that person
Be willing to resolve conflicts – conflict is also a natural part of life. If you can work constructively toward resolving conflict, you will always be a valued member of the team
Be willing to be subordinate – no one starts at the top. Once you get to the top never forget where you came from
Be sincerely loyal – management needs to be loyal to the staff and clients. Ideally, clients will be loyal to the practitioner and the salon

10. Job Description
A document that outlines all the duties and responsibilities of a particular position
It is a good idea to review a job description at an interview to ensure that both of you have a good understanding of what is expected of you
If you are unclear, it is your responsibility to ask
In crafting a job description, the best salons cover their bases. They make sure to outline not only the duties and responsibilities of the job, but also the attitudes that they expect their employees to have, and the opportunities that are available to them

11. Compensation Varies from one salon to another
There are 3 standard methods of compensation: Salary, Commission, and Salary plus Commission

12. Salary
Being paid an hourly rate is usually the best way for a new salon professional to start out, since that person will most likely not have and established clientele for a while
Usually based on minimum wage
Example: if you are paid $10.00 per hour and you work 40 hours you will be paid $_______
You strictly get paid for the hours that you work
Regular taxes get taken out of your earnings
If you are offered a set salary each week, in lieu of an hourly rate, it must be equal to at least minimum wage, and you are entitled to overtime pay if you work more than 40 hours per week

13. Commission
A percentage of the revenue that the salon takes in, is usually offered to practitioners once they have built up a loyal clientele.
Any money you are paid is a direct result of the total amount of service dollars you generate
Commissions are paid based on percentages and can range anywhere from 25 – 60%, depending on your length of time at the salon, your performance level, and the benefits that are part of your employment package
You may not be able to make a living on straight commission compensation
Example: if you generate $ in sales for the week and you are on a 60% commission then your pay for the week before taxes would be ____________________

14. Salary plus commissions
Is another common way to be compensated in the salon business, it basically means that you receive both a salary and a commission
Often used to motivate practitioner to perform more services or sell retail
Example you normally earn a salary of $ per week and you perform $ worth of services you would be offered a % of commission on any services your perform over your usually $ per week

15. Tips some salons have tipping policies (including no-tipping)
usual tip amount is 15-20% of the total service ticket
tips are income & must be reported on your income tax return
be aware of your monthly expenses in order to choose the compensation method right for you

16. Employee Evaluation
commonly scheduled 90 days after hiring and then once a year after that
this is feedback that can help you improve your technical abilities and customer service skills
help and direction from skilled, experienced coworkers will go a long way toward helping you achieve your goals 16 16

17. Managing your money
this is a career that requires financial understanding and planning, too many cosmetologists live for the moment and do not plan for the future
in a cooperate structure the HR dept handles most of the employee’s financial planning
in addition to making money you must also be concerned with paying back debts (student loans, car loans, mortgages etc.)
not paying back loans is called defaulting & can have serious consequences regarding your credit 17 17

18. Personal Budget a personal budget lists simple monthly expenses
keeping track of where your money goes is one step towards making sure that you have enough
it also helps you plan ahead to save for bigger expenses
rent, car payment, car insurance, fuel, utilities, health insurance, groceries, prescriptions, telephone, retirement fund 18 18

19. Giving yourself a raise
obvious ways - ask your employer, ask for a high commission %
other ways: decrease spending and increase it into investments
other ways: increase service prices - there is nothing wrong with increasing your prices every year or two 19 19

20. Retailing
you will have many opportunities to sell retail and upsell on your service tickets all of these increase your pay
ticket upgrading or upselling is the practice of recommending and selling additional services to your clients that may be performed by you or other practitioners
retailing is the act of recommending and selling products to your clients for at home use 20 20

21. Principles of Selling
to be successful in sales you need ambition, determination, and a good personality
the first step in selling is sell yourself
clients must like and trust you
every client who enters the salon is a potential purchaser 21 21

22. Principles of selling cont’d
be familiar with the merits and benefits of the various services
recommend only those that the client really needs
know which approach to use with which client. Example soft sell vs. hard sell
be self confident, know about the products that you are selling and believe that they are as good as you say they are 22 22

23. Principles of Selling cont’d
generate interest in the customer by asking questions
never misrepresent your services or products, by making unrealistic claims. This will only disappoint your clients and make it unlikely that you will ever be able to sell that client again
do not underestimate the client’s intelligence or her knowledge of her own beauty regimen or particular needs
once the client agrees to buy - don’t oversell 23 23

24. Psychology of Selling
it is your job to figure out the reasons that might motivate a person to buy
possible motives: concerned with issues of vanity - they want to look better, seeking personal satisfaction - they want to feel better about themselves, need to solve a problem that is bothersome - spend less time maintaining
Always keep in mind that the best interests of the client should be your first consideration 24 24

25. Effective Selling Techniques
ask ever client what products they use at home
make a recommendation
place the product in the clients hands
advise on how the recommendation with provide benefits
keep retail areas well lit, clean & appealing
inform clients about promotions & sales
be informed about the merits of using this product as opposed to a leading brand 25 25

26. How to expand your client base
this is another way to increase your income
marketing techniques to expand your client base and to ensure current client retention
Birthday cards
Provide consistently good service
Be Reliable - don’t keep clients waiting, give clients what they ask for
Be Respectful - no gossip, negative energy brings everyone down
Be Positive - look for the positive in every situation
Be Professional - some client’s will try to be friends, it is in everyone’s best interest not to cross that line
Business Card Referrals - give your client specially marked cards, for every card you receive back from a new customer give her 10% off or a complimentary added service to her next appointment
Local Business Referrals - cross promote other businesses in your area
Public Speaking - make yourself available to speak to local woman’s groups or any where else that will put you in front of people in your community who are all potential clients 26 26

27. Rebooking Clients
the best time to think about getting your client back into the salon is while they are still there
this also helps to insure your future income 27 27

28. On Your Way
Your first job in the beauty industry will most likely be the most difficult
Getting started in this business means being on a big learning curve for a while
be patient
remember that practice makes perfect
above all always be willing to learn 28 28

29. Review Questions
What should you look for in a salon to determine whether it is right for you?
List seven rules of conduct that help a new employee succeed in a service profession like cosmetology
List six habits of a good team player
Explain how a job description is used by the salon and by the employee
What are the three most common methods of salon compensation
Complete a personal budget and explain why managing your personal finances is important to your success
Name at least six principles of selling retail products in the salon
List the important characteristics that help you build a client base
List the important personal characteristics that help you build a client base
Explain at least three different activities that you can undertake to expand your client base