Busy Forever Booklet Bright

LETTER
FROM GLO

Be a safe place for your guests to land. It’s all
about trust my friends. Talent will get you in the
room but it’s your character that will keep you
there.

Building healthy, life long relationships with your
guests is the key to always being busy behind
your chair. Be honest with them about everything,
be a person of your word, follow through with
what you’ve promised, say a prayer each day for
the guests that are coming, speak only positive
things about each of them and always, always
show them how much you care.

A person may not always remember everything
you say, but they will always remember how you
make them feel. What if you thought about each
guest as a special assignment from God? I can
promise you they are.

Sincerely,

Gloria Harding
Owner
Tranquility Day Spa & Salon

tranquilitydayspa.com • 571.248.4150

DAY SPA & SALON

MY ONE
AND ONLY

Make each guest feel as if they are
your only one that day.

Always offer all the extras every time!

GIVE THEM
TOOLS

Give guests tools that build your
business:

$30 OFF Coupons for New Guests
Compassion Packs
Give Referral Cards &

Give Guest Rewards When They
Refer Friends

HANDWRITTEN
NOTES

Hand written thank you cards for each
new guest are very effective! We have

everything you need here to write
those during your down time.

Here’s an example, but you can
customize it of course!:

“Dear Sue Smith,
It was such a pleasure taking care
of you this week. If you have any
questions at all about your hair, please
contact us right away! We want to
help you in anyway we can! Have
a wonderful time with your family
on vacation (something personal
here that you remember about your
conversations). We look forward to
seeing you in about 6-8 weeks for your
next visit. If we didn’t book your next
appointment before you left, please
call us right away and we can do that
for you. ~Warmly, Gloria Harding”

TALK
ABOUT THEM

Focus your conversations on the
guest. People love to talk about what
is going on in their own lives. Always

re-direct the conversations back to
them.

RECOMMEND
RETAIL

Always make a professional
recommendation for each guest.
Statistics prove if the guest is properly
using the products you recommend at
home, it significantly increases client

loyalty to you.

EXPLAIN
THE PRODUCTS

Take the time to explain the products
and why they work and how to use
them at home.

GET
FEEDBACK

On every return visit, ask the guest
“How was your hair last time? Is

there anything I can do differently this
time?”

HAVE
FRESH IDEAS

Always recommend fresh ideas
for change, even if it’s just new bangs

or a color tweak.

They are waiting for ideas from you!

TEACH THEM
TRICKS

Take the time to teach them
new styling tricks. They should
know how to wear their hair several
different ways. (Straight, diffused, iron

tricks, up-dos at home.)

RUNNING LATE?
COMMUNICATE

If you’re running late, let
them know as they arrive

so they are in the loop.

Have an assistant do a free
treatment or bring them a

drink while they wait.

ALWAYS
CARRY CARDS

Have business cards and post
cards in your purse at all times! Give
them away while you’re out & about!

BE SOCIAL

Post something on social media
every day that you are at work. Before
and afters are very effective. Cute or

fun postings about anything work
related keep you in front of people
consistently and when they are ready
to change salons, they will think of you
first! For example a pic of the cheese

and cracker plate and a glass of
wine and talk about how much your
guests love this FREE perk of being a

Tranquility guest.

POST VIDEOS

Record informative, quick teaching
videos when you have down time
(team up with another stylist) & both

post to social media.

BE A
TEAM PLAYER

Always be a major team player,
helping all the stylists expose you to
lots of our guests, you start building

relationships with them and then
when they need to be “fit in” they
will think of you. There are always
stylists being promoted and some
of their guests have to go to less
expensive stylists, and that stylist may
be you from having a pleasant past

experience!

LOOK LIKE A
MILLION BUCKS

Hair and make-up done daily is non-
negotiable in this industry! Come to work

ready to rock!

How you look helps your guests gain
confidence quickly in you.

ROCK THE
CURRENT STYLE

Having a current cut & color is very
important. Guests look to you for

inspiration.

OH HAPPY DAY

Choose JOY each day,
your happiness

is contagious to your guests!
(So is un-happy so be very careful!)

RECORD FORMULAS

Always record formulas in the
computer, it’s the mark of a true
professional. You don’t want to lose a
guest over the wrong formula.

KEEP STATIONS
SPOTLESS

Keep your station and tools spotless.
The number 2 reason a guest leaves a

salon is uncleanliness. They are look-
ing at your station and tools.

RE-BOOK
GUESTS

Always invite them to return.
Re-booking your guests increases their

loyalty and your finances.

If a guest re-books with you, you will
see them 1 - 2 more times that year

than if they don’t.

SPREAD
THE WORD

When you have free time, take
some discount postcards and salon lit-
erature and go pass some out at local

businesses or doctors offices.

HELP THE
FRONT DESK

Offer to help the front desk when you
are free, they made need some help!
Building great relationships with the
front desk is beneficial to the growth

of your business.

Communicate with them always with
a friendly, flexible attitude.

Take some time to go through the
books with them and explain how you
like to be booked and any other things

that will help both of you.

ASK FOR
REFERRALS

Ask for your family and friends
referrals. Take them your cards,
postcards, and compassion packs and
ask them to give them away to their
co-workers, Bible studies, social events,
etc. They will be happy to help you.

FREEBIES

Give away something free to your
guests every once in awhile.

They love freebies and will feel
special.

STAY HEALTHY

A strong guest base grows quickly
when a stylist is strong and healthy
and doesn’t have to call out often.

Dependability is key!

GO THE
EXTRA MILE

Go the extra mile when a guest is in
crisis. Come in early, stay late, come
in on an off day in a real emergency
situation... an unexpected death or

sickness. Your compassion during
these times will never be forgotten.

TURN THAT FROWN
UPSIDE DOWN

Every once in awhile you may
encounter a grumpy guest. If you
always remember that the mask
of anger is hurt it will help you have
compassion. Even though you don’t
understand why, just know that we
don’t always know what a person
is really going through and that’s ok.
Let’s extend a little grace. I bet if you
find an extra way to show them a little

love, things will turn around.

PARTICIPATE IN
SPECIAL EVENTS

Participate in special events as often
as possible while you are growing your
business. Show enthusiasm and get
excited about events. Invite all of your

guests and show up ready to roll out
the red carpet! This is a proven way to

grow your business.

HELP AND GROW

On your downtime, assist a seasoned
stylist at her station to listen and

observe how she interacts with her
guests and to learn some of her tricks of

the trade.

TOP TEN

The Tranquility Team of stylists holds
a wealth of knowledge. Ask them to
share the Top Ten things they wish
they would have known when they

started out.

PRAY

Pray for your day on the way to work.
Ask the Lord to bless each guest that
is coming and to send a few for the
open spots! Thank Him for all He has

done and is getting ready to do! A
grateful heart always positions us for

success.

Everyone has a story about at least one hair
appointment that has gone terribly wrong!!

EVERYONE!

Communication is key to a great
consultation and to giving your guests what

they want every time!

Share these “do’s and don’ts” with your
guests to help you communciate.

DO use pictures... they really are worth a thousand words. Have
pics ready of things you love and don’t love. Try to use pics with
a similar hair type as yours - fine, medium, thick, straight, wavy
or curly. If your stylist “doesn’t like” pictures, change your stylist.
That’s ridiculous!

DO take your time during the consult. If you are not 100% sure that
you are comfortable, DO NOT move forward with getting your hair
done, keep talking and trying to work out each detail. If you never
get to that place with your stylist... DO NOT and I repeat.. DO NOT
get your hair done with him or her. A great stylist will be totally
capable of breaking it all down for you until you are comfortable
and confident to move forward.

DO break things down by areas of the head. What do you want
the bangs or front to look like? The length? The volume or
layers? DO the same with color... how much of the hair do you
want lighter/darker? How much dimension and where? How
often can you get your color done? This will be very significant
with the type of color we choose for you.

DON’T be afraid to really say how you feel. This is the single most
important tip to getting what you truly want with your hair. If
there’s something your stylist suggests and you don’t want to
try it just simply tell her/him. If you are bored with your hair and
want something new, tell your stylist. In my opinion a great stylist
is always making suggestions to the guest for ways to keep a
hairstyle up to date, fresh and fun.

DO tell the truth and “nothing but the truth so help you God”
about any chemicals you have put on your hair over the last 2-7
years (depending on the length of your hair). Even if you can’t see
the color underneath it still happened and we need to know in
order to keep your hair at its optimal condition.

DO discuss the cost before you begin. Great stylists always ask
if you’d like to buy. If they don’t, then ask them to go over the
pricing with you. You don’t want to be surprised when you check
out!

DO Give honest feedback when it’s all done. Sometimes little
tweaks need to be made and that’s ok! Have them done right
away as opposed to going home and not being 100% excited
about your hair.

DO change stylists in the same salon if you feel like you are
communicating well and the stylist is not meeting your
expectations. Sometimes you need a fresh perspective from
another stylist. DON’T worry about hurting your stylist’s feelings,
she’s gonna be thrilled you stayed in the salon and didn’t go
somewhere else.