Episode 178
Sam Villa on Customer Service and Delivering Value | Sam Villa | Co-Founder and Chief Creative Officer, Sam Villa | Global Artistic Ambassador, Redken
Tune in to hear Sam's guide to delivering value and achieving success behind the chair!
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KEY TAKEAWAYS:
🔅 Communication builds wealth: money, spiritual, etc.
🔅Add Value:
🔅Educate customers on retail. "Tell, Don't Sell" is about value and education, not about selling products.
🔅Your body language + word choice + tone = communication; consider all this in your interactions with customers
🔅Don't do whatever the client wants without educating them on the maintenance and other red flags.
🔅Product is not an option; it is a necessity...I could care less if they buy the product...“my attitude is not sell, my attitude is tell... I've embraced it as part of my professional responsibility."
🔅Communication and Connection between owner and stylist is important: in today's world, owners need to listen to their team's needs vs their advisors and your personal needs. Find success by including your team in the development of policies and procedures.
🔅THINK before you post:
- T- Is it true, or are you just making something up to build followers?
- H- Is it really helping someone?
- I- Is it inspiring, or is it creating issues?
- N- Is it necessary?
- K- Is it kind?
🔅RETAIL: make it interactive, and don't just educate your customers on how to use products based on the directions on the back; show them how to use them in ways that are "outside of the box."
🔅Word of mouth is more powerful than social, so wow your customers through communication and education.
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👉Check out Sam's personal recommendations and previous episode here
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