The Proof is in the Results -By Louis Mattassi

It was an ordinary Monday afternoon when the phone rang. “Louis, this is Terry.”

It was not our usual scheduled call, so I became prepared to coach her through any number of the unexpected occurrences that normally accompany owning any salon business.

As it turns out, Terry, the sole proprietor of a full-service salon with fifty employees called to share her good news: numbers were up – again.

For a year and a half, Terry has sought training through Coaching Club, Salon Training International's business and life coaching division. Having seen dramatic results through her own training, Terry reports that she has indeed put all fifty employees through Coaching Club, and implements essential chapters of the trainings as a regular part of recommended weekly staff meetings.

Results Oriented

According to Terry, “The results are tremendous!” Not only has the program been a blessing to her business and her pockets, Terry finds improved morale among her employees. “My employees are happier because they know what to do, which provides a lot of freedom from stress.”

Terry's employees find it best to follow the coaching techniques to the letter. Providing the business with specific guidelines, standards and expectations, Terry notes that training received through Coaching Club has defined a “culture” for her business. “When I hire new employees, they understand and like the way we do things here.”


Talk about Customer Service

Terry's salon is a prime example of Coaching Club's purpose, which is to revolutionize salons and position them for long-term growth and stable profitability through systematization.

“Customers now see my business as more than a salon,” says Terry. Customers see my business as a company, and I will never do business any other way.”

Terry credits Coaching Club with helping to improve the listening skills of her staff, which turns into profitable dollars for Terry, her business and her staff. “My staff now knows the correct way to ask questions, the correct way to promote retail, and the correct way to assess needs of the customer. As a result, we have far less re-dos and few complaints, if any. This way, my clients leave my salon satisfied every time.”

During the conversation, I noticed that Terry has taken on a language of her own. Like any good hostess, she politely refers to her patrons as “guests,” and adds that referring to her customers in this manner makes them feel welcomed into a professional environment with real standards. Similarly, guests know what to expect and how to be treated. Best if all, guests come back.

As a Matter of Facts and Figures

Within six months of participating in Coaching Club, service-to-retail numbers at Terry's salon skyrocketed to 17%, which translates into roughly ten additional dollars per customer. By the end of 2005, Terry's service-to-retail figures were up 20%, which translates into roughly $12.00 per customer. Currently, retail alone is up 24%.

“I wish I had done this years ago,” Terry states. While many salon and spa owners may share her sentiments, it is never too late to become profitable or even more so.

Everyday, Coaching Club trains salon and spa owners for profitability and success through tested and proven business-building techniques and strategies that produce results.

The personal training design of Coaching Club is structured in a manner which requires full participation from salon and spa owners who believe that success is possible. For salon and spa owners who are looking to grow as a successful, stable business, consider this: Change is simple, not easy. What we are teaching here is not rocket science, however we ask you to take a hard look at aspects affecting your business that you may not have wanted to see.

Though some 85% of salons operate at a deficit, success is possible. Ask Terry, whose initial assignments included taking a good, hard look at her figures. “When it comes to operating as a loss or a profit, I just looked at the numbers, and numbers don't lie.”

With 16 years experience as a spa owner and master artistic nail technician for entertainment heavyweights, Louis Mattassi is also a leading multi-lingual trainer and business consultant for the salon and spa industry. Widely known for his creative brilliance and technical business skill, Louis is renowned for his ability to empower industry professionals. In receipt of at least 20 industry awards, Louis' targeted educational programs win favor from industry experts throughout North America, South America and Europe. Louis Mattassi may be contacted at Salon Training International.