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Hey, welcome back. This is the Justin and

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Heidi Unfiltered podcast. I am Justin and I'm

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Heidi and it has been one week for you

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in 11 seconds for us. Yeah, but he

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still forgot to say his last name. So I'm

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just I'm Metcalf. Metcalf, Justin, am I?

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You are how I do, Heidi. I do better. Yeah.

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So, if you like about us, this is why they tune in. Maybe.

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Or they're annoyed and they stop listening.

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We don't want to talk about those people.

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Okay. We're down to five. Hopefully we figure out who they

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are and then we can talk to them and then

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they don't know. We are back talking

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about client attraction and

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client retention. We talked about client

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attraction last week and so today we're

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talking about client attraction. So in my

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field of work for the last five years, I

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worked for a distributor and a major part

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of my job was coaching. I would coach.

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At least it was the most fun part of my

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job. I loved it. Mentoring and coaching,

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stylists on how to grow their

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business. One of the single most

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important things that we learned time

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to time was that you have to be a

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good person to look after your clients.

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I didn't feel like, I mean I worked with

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a lot of people who went to a lot of

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different schools. They just got out of

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school. They've been out 10 years or 20

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years. I didn't feel like it was

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something that was strongly emphasized

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than any certain school or any specific

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time. I just don't think that it's a huge

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difference. There's still too many

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hairdressers that don't understand the

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importance of rebook.

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I'll say this. One of the things that I

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learned early on in my career was what I

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like to do and what I wanted all my

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books to do. The more I had what I

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like to do on my books, the less

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opportunity for things I didn't like

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doing to get on my books. One of those

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things I like doing men's haircuts. I

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still do actually. That's one of

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those things that I like to rebook.

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A lot of guys are like, I don't know. I

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don't know when I want to get my next

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haircut. I get it cut when I know I

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need it. I'm like, okay well you've

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consistently come about every four or

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five weeks. What if we just rebook

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you for a day and time that works for

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you in four weeks? If you want to wait

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a week,

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you're like, okay fine. Let's do it. I'm telling you I

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retained those clients the longest and

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the most because once they were like, oh

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yeah and then it was time for like my

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hair was bugging me and then I got a

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text for my appointment. It was awesome

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and it worked because I mean we just try

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to make sure it's always on a day or a

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time that they know they're just gonna

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know just different things.

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It's getting your clients used to

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rebooking too. So training them.

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So one of the things, the other

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things is, I mean there's a lot of women

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that are the same way too. I don't know.

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I don't know if I'll have a babysitter. I

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don't know if I'll have a, okay well

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when is your husband usually home? If

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it's that important to you and it's

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done what you want done too, they'll be

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home. Then you can plan

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around it and so I think a lot

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of times people who don't want to rebook

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are the ones that are like, well I don't

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even know what I'm gonna do in eight

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weeks. Well now you do. You're getting your

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hair done. Look around that.

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But I also let them know like if we need to

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move it, just text me. It doesn't mean you're

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gonna get right back in again always.

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But at least you know it's

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on your calendar and you'll either

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schedule around it because you see that

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you have that or

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you'll call me and be like, oh we got this

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coming up.

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Can I change it? We'll just change it.

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No harm no foul. That goes back to the

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training your client as well though

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because if you've got somebody who,

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when you tell them, hey if that ends up not

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working out, just let me know

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and they reach out and say, yeah I can't

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the week after. No I don't.

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But here's what I do have. And they may

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only do that once.

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Because the next time when they

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rebook, they need to remember

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yeah I need to rebook because Heidi fills

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up fast.

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And so

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that's again going into the training

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your guest. But

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what I like is that in that spiel that

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you gave,

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really important selling techniques. And

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one of them is,

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it's a closer, it's a closing technique

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when you say,

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when someone says no I don't need to

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rebook, I'll just call you.

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Well why don't we put you on a schedule

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and if you have to

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change it later that's fine. That's a sales

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technique. Yeah.

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You know we're taught to do that in sales

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very early on

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because it's a very strong technique and

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it's providing a service that you know

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but it's getting over a silly

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obstacle. It's an obstacle that we

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it's like a knee-jerk reaction.

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Do you want to do this thing? No I do

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not.

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You don't really know why you don't

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want to do it though do you?

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That's just what you say. You want to rebook?

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Stop asking do you want to rebook?

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Right?

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Right. Honestly with especially with

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most of my clients it was kind of one of

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those.

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So I've noticed you like to come about

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whatever it is

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five weeks. What if we just put you down

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for

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five weeks? Is this day and time work

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good for you?

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Yeah. Almost every time. Yeah.

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Let's just do it. Yeah. If you need to

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reschedule

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just let me know. You know I thought that I

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do

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a whole podcast episode on the

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psychology of the cave. Can we talk about

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it right now? Sure.

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Because we'll also talk about it when

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we're doing retail.

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So instead of doing a podcast on the

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psychology of the cape I'm just going to

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add it to these. So

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what I found very very intriguing

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that was taught to me by a very

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prominent hairstylist

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is the psychology of the cape and why it's

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important to have these conversations

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while the cape is on.

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And this can be likened to a lot of

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different industries when you're in them

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in the sales moment during the sales

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flow.

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There's a point when it stops.

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For us, for this industry, when your guest

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has, when you've finished, you've done all

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the blow-drying, you take off the cape,

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you clean everything off, what's on

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their mind?

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The next thing. Yeah. The next thing could be

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a myriad, it could be 12 different

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things. Now they're trying to juggle that.

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But while they have the cape on they're in

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that's how it works. The psychology is that they're still with you, they're still engaged.

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So these conversations need to happen

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while the cape is on. Now I would

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change this just slightly. Okay.

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Depending on the work environment you're

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in.

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Okay. Because that is very true if you work

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in the type of environment where

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once you take the cape off they're

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handed off to a different person.

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Yeah. I work in a one-woman show, I work

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I take the cape off all the time.

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Yeah. We are not done.

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They're not on to their next thing.

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They're on to paying.

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So when do I bring it up before they pay me?

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Yeah.

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Right? Yeah. And it's the same psychology

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but it doesn't necessarily relate to the

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cape. Yeah.

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Because I do take the cape off.

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However, I'm not passing them on.

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Yes. And that's the difference. But

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pretty strong sales skills. Yes. And I

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will say

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because even when because I've

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worked all of those. I've worked

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commission. I've worked booth rent. I've

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worked in salons and I've worked by

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myself.

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When I work commission I would say that

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conversation happened

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as I was walking them to the front desk

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saying, you know, I would

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I think we should rebook you. Here's

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Jen. She's going to schedule your next

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card. If you need to

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change that or you know if we need to

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reschedule that. Here's my card. Yeah.

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Right?

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I yes I think to answer your

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question. Yes. Right. That is correct.

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For you and for the people who have

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very similar personalities.

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And I think for a lot of people who

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who just that doesn't seem like it's

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going to work for them.

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Because it starts to get awkward for them and that social

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anxiety starts to come in. That's going

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to be hard a conversation for them to

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have. And it's going to be harder to

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convince themselves to make those

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steps and to have that conversation.

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Which is why you need to say it when

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they're in the chair. Right. So I think

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the point is you figure out a system

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that works for you. Correct.

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Based on your personality, your

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ability to sell. Whether or not you see it

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as sales.

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A third thing probably that I forgot

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right after I said the second thing. But

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anyway.

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So

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if this if you don't have a system that

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works effectively.

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Try this. Right. So while they have the

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cape on

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and you might be thinking well how am I

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going to talk about rebooking while

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they have the cape that doesn't seem

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natural.

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You can drop it in at any time. Totally.

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I mean especially

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I think a great time is when you're

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maybe not when the blow dryer is on.

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But you're spraying stuff.

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Like you're finishing the job.

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That's when you should be talking about

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like at home care. How you're going to

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recreate this look at home.

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And maintenance. Wouldn't you agree? Yeah.

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A massive part of maintenance is when

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you need to have the next upkeep done

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professionally in the salon.

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Yeah. So

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I have learned that for me it's not

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enough to say okay so you need to come back in six

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weeks and get this done again.

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I have learned that you need to say six

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weeks is going to be November 12th.

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Yeah. So that's right before the

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holidays.

272
00:11:06,320 --> 00:11:10,800
Right. And when you start to put it in those

273
00:11:08,720 --> 00:11:11,520
contexts too when you give it an actual

274
00:11:10,800 --> 00:11:14,240
like

275
00:11:11,520 --> 00:11:16,320
daytime month then they're going oh

276
00:11:14,240 --> 00:11:18,000
wait I have a trip book November 19th.

277
00:11:18,000 --> 00:11:21,280
I'm going to be out of town on the 12th.

278
00:11:19,280 --> 00:11:22,720
Actually I want my hair done before that.

279
00:11:21,280 --> 00:11:24,480
Right. So then you start getting into their

280
00:11:22,720 --> 00:11:25,920
head even more. Right. When you

281
00:11:24,480 --> 00:11:27,280
actually because you say six eight

282
00:11:25,920 --> 00:11:29,040
weeks

283
00:11:27,280 --> 00:11:30,400
that's like December and it's like

284
00:11:29,040 --> 00:11:31,680
June.

285
00:11:30,400 --> 00:11:33,200
Well you're into their head because you're

286
00:11:31,680 --> 00:11:36,480
breaking. Breaking it down.

287
00:11:33,200 --> 00:11:38,640
You're breaking it down whether you

288
00:11:36,480 --> 00:11:40,080
understand it or not and whether you

289
00:11:38,640 --> 00:11:42,240
agree with this or not you're wrong

290
00:11:40,080 --> 00:11:44,640
because this is objective truth.

291
00:11:42,240 --> 00:11:45,920
When someone goes to an appointment for

292
00:11:45,920 --> 00:11:49,920
their mind is already

293
00:11:47,440 --> 00:11:51,120
created for them the basics of what to

294
00:11:49,920 --> 00:11:52,800
expect.

295
00:11:51,120 --> 00:11:55,200
Which means they're they've already

296
00:11:52,800 --> 00:11:57,520
created the responses in their head.

297
00:11:55,200 --> 00:11:58,800
So that's how our brains work. What we're

298
00:11:57,520 --> 00:12:00,800
expecting

299
00:11:58,800 --> 00:12:02,640
is for the cape to come off and for them

300
00:12:00,800 --> 00:12:03,840
to say do you want to rebook

301
00:12:02,640 --> 00:12:05,520
and if you haven't really thought about

302
00:12:03,840 --> 00:12:06,640
it you have to say no I'll just call you.

303
00:12:05,520 --> 00:12:08,960
I'll just call you. I'll call you when I'm

304
00:12:06,640 --> 00:12:11,360
ready. And this is the kind of person who just

305
00:12:08,960 --> 00:12:12,560
you you stay away from that kind of

306
00:12:11,360 --> 00:12:14,160
thing and you know it's important

307
00:12:14,160 --> 00:12:17,600
but when you put the question the way

308
00:12:16,320 --> 00:12:19,280
that you do

309
00:12:17,600 --> 00:12:22,160
you break it. The brain had not

310
00:12:19,280 --> 00:12:24,640
planned on that specific question.

311
00:12:22,160 --> 00:12:26,560
When they say hey your next appointment

312
00:12:24,640 --> 00:12:29,520
is going to be November 12th.

313
00:12:26,560 --> 00:12:31,680
Would one o'clock work for you? Their brain's

314
00:12:29,520 --> 00:12:32,800
going I have a new question

315
00:12:31,680 --> 00:12:34,960
and they're thinking what am I doing on

316
00:12:32,800 --> 00:12:36,400
November 12th. Some people know

317
00:12:34,960 --> 00:12:38,240
automatically and you said

318
00:12:36,400 --> 00:12:39,440
I'm on a cruise. I'm going to

319
00:12:38,240 --> 00:12:42,720
be in

320
00:12:42,720 --> 00:12:47,120
it forces their brain to go to a

321
00:12:45,360 --> 00:12:50,080
productive moment

322
00:12:47,120 --> 00:12:50,960
and that's what we want to do. So do things

323
00:12:50,080 --> 00:12:53,200
differently.

324
00:12:50,960 --> 00:12:54,640
Do things differently and and this is

325
00:12:53,200 --> 00:12:56,400
where

326
00:12:54,640 --> 00:12:58,160
again I learned early on in my career

327
00:12:56,400 --> 00:13:00,000
this is where I started to

328
00:12:58,160 --> 00:13:03,600
really

329
00:13:00,000 --> 00:13:06,640
dictate my schedule right.

330
00:13:03,600 --> 00:13:08,960
So I learned early on

331
00:13:06,640 --> 00:13:11,840
when I booked people for say Mother's Day

332
00:13:11,840 --> 00:13:16,000
I was always going to get a cancellation and then not be

333
00:13:14,240 --> 00:13:17,440
working on that day because

334
00:13:16,000 --> 00:13:19,760
they didn't realize it was Mother's Day

335
00:13:17,440 --> 00:13:20,400
weekend. So when I am booking my

336
00:13:19,760 --> 00:13:24,720
clients

337
00:13:20,400 --> 00:13:27,040
I am looking at all the holidays,

338
00:13:24,720 --> 00:13:28,640
my school district, their calendar.

339
00:13:27,040 --> 00:13:31,040
Oh your kids have school off that day

340
00:13:28,640 --> 00:13:33,760
maybe you could come earlier.

341
00:13:31,040 --> 00:13:35,680
Teachers oh you're out of school this

342
00:13:33,760 --> 00:13:36,320
that weekend do you want to do it on a

343
00:13:35,680 --> 00:13:37,920
different

344
00:13:36,320 --> 00:13:39,760
weekend you might go out of town

345
00:13:37,920 --> 00:13:41,440
because they're not in town you

346
00:13:41,440 --> 00:13:47,600
when you start to really

347
00:13:43,920 --> 00:13:49,360
dictate your schedule that way

348
00:13:47,600 --> 00:13:50,320
like like even for the holidays like

349
00:13:49,360 --> 00:13:53,120
people oh

350
00:13:50,320 --> 00:13:53,920
it's going to be the holidays I'm not

351
00:13:53,120 --> 00:13:56,640
going anywhere

352
00:13:53,920 --> 00:13:58,320
so if you want to book it we can but if

353
00:13:56,640 --> 00:14:01,200
you're going to be out of town and then

354
00:13:58,320 --> 00:14:02,000
then they actually are like I'm not

355
00:14:01,200 --> 00:14:04,400
going anywhere

356
00:14:02,000 --> 00:14:05,200
yeah let's book it yeah but they also

357
00:14:04,400 --> 00:14:07,840
want to know that

358
00:14:05,200 --> 00:14:09,360
I'm not going to cancel yeah or that I'm

359
00:14:07,840 --> 00:14:11,280
not going to be

360
00:14:11,280 --> 00:14:16,720
paying attention to the nuances of

361
00:14:14,320 --> 00:14:18,880
what's happening in my own life

362
00:14:16,720 --> 00:14:20,640
not only in my own life but in the

363
00:14:18,880 --> 00:14:24,400
world like normal

364
00:14:20,640 --> 00:14:27,600
Mother's Day weekend for Utah

365
00:14:24,400 --> 00:14:29,680
conference weekend like those

366
00:14:27,600 --> 00:14:31,520
those things play into it so I

367
00:14:29,680 --> 00:14:35,280
learned early on

368
00:14:31,520 --> 00:14:37,200
I can I can actually know for a fact

369
00:14:35,280 --> 00:14:39,040
my clients aren't going to reschedule

370
00:14:39,040 --> 00:14:43,760
most of the like

371
00:14:40,800 --> 00:14:44,880
we know right the possible objections

372
00:14:43,760 --> 00:14:46,720
I'm thinking of yeah

373
00:14:44,880 --> 00:14:48,480
that's brilliant and a lot of people

374
00:14:46,720 --> 00:14:50,880
should should do that

375
00:14:48,480 --> 00:14:52,320
yeah but it's not all that difficult

376
00:14:50,880 --> 00:14:54,160
it's not that difficult I mean the

377
00:14:52,320 --> 00:14:56,000
things that do change that is

378
00:14:54,160 --> 00:14:57,760
like work schedules if something comes

379
00:14:56,000 --> 00:14:59,200
up at work we're sick

380
00:14:57,760 --> 00:15:01,200
yeah death in the family those are going

381
00:14:59,200 --> 00:15:02,880
to happen like those things happen yeah

382
00:15:01,200 --> 00:15:05,200
and that but that's where it's like I

383
00:15:02,880 --> 00:15:07,440
have very little

384
00:15:05,200 --> 00:15:08,880
cancellations yeah I have people that

385
00:15:08,880 --> 00:15:11,920
are like I'm not going to be able to

386
00:15:10,320 --> 00:15:13,360
call me at the last minute like I hardly

387
00:15:11,920 --> 00:15:15,840
ever have a last minute

388
00:15:13,360 --> 00:15:17,760
I almost always know right and then I

389
00:15:15,840 --> 00:15:18,480
always have that person that I can call

390
00:15:17,760 --> 00:15:20,080
and fill that spot with because

391
00:15:18,480 --> 00:15:21,840
they're fine with their appointment the

392
00:15:20,080 --> 00:15:25,520
way it is but if you can get me

393
00:15:21,840 --> 00:15:25,520
yeah and it's like heck yeah I'll call

394
00:15:25,520 --> 00:15:28,160
you

395
00:15:25,520 --> 00:15:29,360
that's a great system to have I think I

396
00:15:28,160 --> 00:15:30,800
would argue

397
00:15:29,360 --> 00:15:32,640
hopefully you'd agree that takes a long

398
00:15:30,800 --> 00:15:35,760
time to get to that point though

399
00:15:32,640 --> 00:15:35,680
and you've probably cultivated that over

400
00:15:35,680 --> 00:15:40,400
you know 20 some odd years I mean I've

401
00:15:38,400 --> 00:15:41,440
perfected it but it didn't take me that

402
00:15:40,400 --> 00:15:44,080
long to get

403
00:15:41,440 --> 00:15:46,400
okay but that's because it doesn't

404
00:15:44,080 --> 00:15:49,920
take that long to figure out

405
00:15:46,400 --> 00:15:53,360
how to do that I see what you mean

406
00:15:49,920 --> 00:15:54,480
yeah so the next thing I was thinking

407
00:15:53,360 --> 00:15:57,600
of is

408
00:15:54,480 --> 00:15:58,400
when you I remember there for a long time

409
00:15:57,600 --> 00:16:01,440
you had your book

410
00:15:58,400 --> 00:16:03,120
it was on paper your you did your books

411
00:16:03,120 --> 00:16:07,840
and it was also our calendar for

412
00:16:04,720 --> 00:16:11,040
everything I would see you every day

413
00:16:07,840 --> 00:16:13,840
texting your guests the day before yeah

414
00:16:11,040 --> 00:16:16,640
uh I don't think there's an argument

415
00:16:13,840 --> 00:16:18,560
that can be made that that should happen

416
00:16:16,640 --> 00:16:21,520
like that's just a no-brainer it is

417
00:16:18,560 --> 00:16:23,440
and here's the reason why I think

418
00:16:21,520 --> 00:16:25,680
especially now everything's automated

419
00:16:23,440 --> 00:16:28,320
yeah but I still go in to see

420
00:16:25,680 --> 00:16:30,560
did they get it did they confirm yeah

421
00:16:30,560 --> 00:16:35,600
check my system is a green check yeah

422
00:16:33,600 --> 00:16:37,360
then I still text them

423
00:16:35,600 --> 00:16:39,600
okay don't forget your appointment is

424
00:16:37,360 --> 00:16:41,440
tomorrow and why do I do this

425
00:16:39,600 --> 00:16:42,800
because as much as I have an alarm for

426
00:16:41,440 --> 00:16:44,800
everything in my phone

427
00:16:42,800 --> 00:16:46,320
everything has an alarm to it and as

428
00:16:44,800 --> 00:16:47,280
much as I think I'm going to remember

429
00:16:46,320 --> 00:16:49,520
something

430
00:16:47,280 --> 00:16:51,280
and it's in my calendar when you get

431
00:16:49,520 --> 00:16:52,640
that text the day before not only is it

432
00:16:51,280 --> 00:16:54,480
in your calendar it's in your brain

433
00:16:52,640 --> 00:16:56,880
calendar exactly

434
00:16:54,480 --> 00:16:58,400
so if you're not texting your guest and

435
00:16:56,880 --> 00:17:00,320
you are getting no showed

436
00:17:00,320 --> 00:17:03,520
to do it and you're not double checking

437
00:17:02,080 --> 00:17:05,280
your system

438
00:17:03,520 --> 00:17:07,280
that's on you that's the disconnect it

439
00:17:05,280 --> 00:17:09,280
is a controllable behavior

440
00:17:07,280 --> 00:17:10,800
that's on you and there are some people

441
00:17:09,280 --> 00:17:11,600
it just it makes them feel icky to do

442
00:17:10,800 --> 00:17:13,280
that

443
00:17:11,600 --> 00:17:15,600
these are the little things that you

444
00:17:13,280 --> 00:17:17,520
need to do that take very little time

445
00:17:15,600 --> 00:17:19,600
that make a big impact on your in your

446
00:17:17,520 --> 00:17:23,200
business yeah and you use

447
00:17:19,600 --> 00:17:25,360
mevo too yeah okay there are a lot of

448
00:17:23,200 --> 00:17:26,000
great systems out there so many and they

449
00:17:25,360 --> 00:17:27,600
all

450
00:17:26,000 --> 00:17:29,440
all the good ones at least they have

451
00:17:29,440 --> 00:17:34,800
a reminder feature

452
00:17:31,680 --> 00:17:36,480
is that's that's standard if you have a

453
00:17:34,800 --> 00:17:38,880
system that doesn't have that

454
00:17:36,480 --> 00:17:39,840
that system is archaic yeah don't do that

455
00:17:38,880 --> 00:17:40,800
like

456
00:17:39,840 --> 00:17:41,840
you might want to switch it's

457
00:17:40,800 --> 00:17:42,720
probably not going to be around very

458
00:17:41,840 --> 00:17:45,360
much longer

459
00:17:42,720 --> 00:17:46,400
but my point was that you can't just

460
00:17:45,360 --> 00:17:48,880
rely on that

461
00:17:46,400 --> 00:17:50,480
to get people in your chair and I

462
00:17:48,880 --> 00:17:53,040
love that you have a system

463
00:17:50,480 --> 00:17:55,120
just to double check and it probably just

464
00:17:53,040 --> 00:17:56,720
doesn't take a whole lot of time or effort

465
00:17:55,120 --> 00:17:59,040
but you go to see have they gotten the

466
00:17:59,040 --> 00:18:02,080
right you should also check the verbiage

467
00:18:01,680 --> 00:18:04,960
too

468
00:18:02,080 --> 00:18:08,000
because it if the verbiage is wonky

469
00:18:04,960 --> 00:18:10,560
and almost encourages people to cancel

470
00:18:08,000 --> 00:18:12,960
i've had some stuff like that i can't

471
00:18:10,560 --> 00:18:14,960
remember who's like a doctor's appointment

472
00:18:12,960 --> 00:18:17,280
but the way i read it was like are you

473
00:18:14,960 --> 00:18:18,880
sure you want to come to your appointment

474
00:18:17,280 --> 00:18:20,560
right you know i mean just make sure the

475
00:18:18,880 --> 00:18:23,760
verbiage is is right

476
00:18:20,560 --> 00:18:25,600
we have you scheduled for this day

477
00:18:23,760 --> 00:18:27,840
this time i mean it doesn't have to be

478
00:18:27,840 --> 00:18:31,520
please click to confirm yeah and when

479
00:18:30,080 --> 00:18:33,280
you do that

480
00:18:31,520 --> 00:18:35,040
you're you're telling yourself oh yeah

481
00:18:33,280 --> 00:18:36,560
okay i've got it's in your brain for

482
00:18:35,040 --> 00:18:39,040
tomorrow like you said

483
00:18:36,560 --> 00:18:40,720
it's also telling your your stylist hey i

484
00:18:39,040 --> 00:18:43,200
remember i'll be there

485
00:18:40,720 --> 00:18:43,680
right because you're depending on them to

486
00:18:43,200 --> 00:18:45,520
be there

487
00:18:43,680 --> 00:18:47,200
right so i love that the people who

488
00:18:45,520 --> 00:18:47,920
haven't checked you reach out to you

489
00:18:47,200 --> 00:18:50,960
text

490
00:18:47,920 --> 00:18:52,400
yep love that and and i i'm someone

491
00:18:50,960 --> 00:18:55,200
who

492
00:18:52,400 --> 00:18:57,440
who does two forms of reminders right

493
00:18:57,440 --> 00:19:01,520
but then they get a text the day before

494
00:18:59,200 --> 00:19:03,520
yeah and they get both

495
00:19:01,520 --> 00:19:04,880
and the reason why is like i'll know two

496
00:19:03,520 --> 00:19:07,200
days before whether they got it

497
00:19:04,880 --> 00:19:08,880
because the people who are email people

498
00:19:07,200 --> 00:19:10,400
they're clicking on it two days before

499
00:19:08,880 --> 00:19:12,000
right but the people who aren't email

500
00:19:10,400 --> 00:19:13,840
people who are text people

501
00:19:12,000 --> 00:19:15,600
they're clicking on it the day before

502
00:19:13,840 --> 00:19:16,800
doesn't matter to me i really don't care

503
00:19:15,600 --> 00:19:21,120
that's why i do both

504
00:19:16,800 --> 00:19:24,080
right but the text is just that second

505
00:19:21,120 --> 00:19:26,000
now it's in my brain for because most people

506
00:19:26,000 --> 00:19:31,680
100 of the time yeah

507
00:19:27,840 --> 00:19:33,760
so that text is the like

508
00:19:31,680 --> 00:19:35,680
now it's in my brain for tomorrow right

509
00:19:33,760 --> 00:19:37,280
even though they got the email

510
00:19:35,680 --> 00:19:39,200
yeah i think i don't remember when i heard

511
00:19:37,280 --> 00:19:42,080
this there is even a study done but

512
00:19:39,200 --> 00:19:43,680
like people the way they view emails is

513
00:19:42,080 --> 00:19:44,960
just different the way from the way

514
00:19:43,680 --> 00:19:46,160
they view texts

515
00:19:44,960 --> 00:19:48,400
yeah it's like there's somebody at your

516
00:19:46,160 --> 00:19:50,080
door versus there's somebody in their

517
00:19:48,400 --> 00:19:52,960
car down the street

518
00:19:50,080 --> 00:19:54,560
that's how urgent right so if you're

519
00:19:52,960 --> 00:19:55,520
thinking about this right now and you

520
00:19:55,520 --> 00:19:58,160
you don't have a system

521
00:19:56,480 --> 00:20:00,640
set up to have these alerts what you

522
00:19:58,160 --> 00:20:02,400
should do is pause this right now

523
00:20:00,640 --> 00:20:05,360
and go into your software and get it

524
00:20:02,400 --> 00:20:07,200
set up if you use a prominent software

525
00:20:05,360 --> 00:20:08,560
they're all gonna have one vagarro

526
00:20:07,200 --> 00:20:10,640
square

527
00:20:08,560 --> 00:20:12,800
mevo if you don't know what we're even

528
00:20:10,640 --> 00:20:16,000
talking about you know dm dms

529
00:20:12,800 --> 00:20:17,520
yeah for real reach out to us

530
00:20:16,000 --> 00:20:19,280
and hopefully we'll get royalties from

531
00:20:17,520 --> 00:20:20,880
the companies that we're free we're not

532
00:20:19,280 --> 00:20:24,080
that cool yet we're not that clear

533
00:20:24,080 --> 00:20:28,560
when you go to the help section a lot of

534
00:20:26,480 --> 00:20:29,760
these really great companies they've got very simple

535
00:20:28,560 --> 00:20:32,160
tutorials

536
00:20:29,760 --> 00:20:32,800
written or on a video to show you how to

537
00:20:32,160 --> 00:20:34,720
do it

538
00:20:32,800 --> 00:20:36,880
i mean they probably all have a youtube

539
00:20:34,720 --> 00:20:38,880
video honestly yeah

540
00:20:36,880 --> 00:20:40,400
they want you to succeed yeah they want

541
00:20:38,880 --> 00:20:41,120
their software they do they want you to

542
00:20:40,400 --> 00:20:43,280
stay

543
00:20:41,120 --> 00:20:45,280
paying them once a month for a hundred

544
00:20:43,280 --> 00:20:46,800
years so they're going to have a way for

545
00:20:45,280 --> 00:20:49,840
you to do this so

546
00:20:46,800 --> 00:20:53,440
don't let this challenge stop you

547
00:20:53,440 --> 00:20:58,480
figure it out but even if you don't even if you're still doing paper and pencil

548
00:20:58,480 --> 00:21:01,760
it

549
00:21:00,720 --> 00:21:04,000
i had it still

550
00:21:01,760 --> 00:21:04,720
automated in my phone i have text

551
00:21:04,000 --> 00:21:07,440
replacement

552
00:21:04,720 --> 00:21:08,960
every phone does text replacement yeah where it's

553
00:21:07,440 --> 00:21:10,960
like i would type in three letters and

554
00:21:08,960 --> 00:21:13,120
it would type out the whole thing for me

555
00:21:10,960 --> 00:21:14,960
all i had to do was add in a date and time

556
00:21:13,120 --> 00:21:16,400
yeah it literally did not take me

557
00:21:14,960 --> 00:21:18,480
longer than

558
00:21:16,400 --> 00:21:20,400
maybe a minute to two minutes to confirm

559
00:21:18,480 --> 00:21:22,640
my appointments for the next day yeah

560
00:21:22,640 --> 00:21:27,360
i promise you you can when you have a 20

561
00:21:24,400 --> 00:21:29,040
minute no show yeah

562
00:21:27,360 --> 00:21:30,480
if you're lucky usually it's longer than

563
00:21:29,040 --> 00:21:33,360
20 minutes

564
00:21:30,480 --> 00:21:34,880
yeah all right so next we're going to talk

565
00:21:33,360 --> 00:21:37,760
about

566
00:21:34,880 --> 00:21:39,520
um guest experience a little bit

567
00:21:37,760 --> 00:21:41,280
and i think in a lot of our topics we

568
00:21:39,520 --> 00:21:42,480
can go into guest experience because

569
00:21:41,280 --> 00:21:45,360
it's

570
00:21:42,480 --> 00:21:47,840
all-encompassing but specifically for

571
00:21:45,360 --> 00:21:49,520
client retention

572
00:21:47,840 --> 00:21:51,600
they they're going to want to want to be

573
00:21:51,600 --> 00:21:56,640
this comes back to target market

574
00:21:53,760 --> 00:21:58,160
okay i i have i've had guests before that

575
00:21:56,640 --> 00:21:58,800
they don't like head massages they don't

576
00:21:58,160 --> 00:22:02,000
like

577
00:21:58,800 --> 00:22:04,080
the extra things that's so weird

578
00:22:02,000 --> 00:22:05,600
i know right but but there are people

579
00:22:04,080 --> 00:22:08,640
that don't like that

580
00:22:05,600 --> 00:22:11,120
sure so it's again it comes back to your

581
00:22:08,640 --> 00:22:13,680
target market and what are they expecting

582
00:22:11,120 --> 00:22:15,920
yeah that keeps them coming back and

583
00:22:13,680 --> 00:22:18,400
being consistent with what you do

584
00:22:15,920 --> 00:22:19,440
yeah i agree i just thought of something i

585
00:22:19,440 --> 00:22:24,800
was working with a colleague

586
00:22:21,520 --> 00:22:26,400
at a phoenix salon suites

587
00:22:24,800 --> 00:22:28,000
they weren't in my area but i remember

588
00:22:26,400 --> 00:22:29,920
we were going

589
00:22:28,000 --> 00:22:30,960
you know i was i just more open and he

590
00:22:29,920 --> 00:22:32,960
wanted to

591
00:22:30,960 --> 00:22:35,200
kind of see how i talk to people and

592
00:22:32,960 --> 00:22:36,240
whatever so we walked into this one

593
00:22:35,200 --> 00:22:39,040
suite

594
00:22:36,240 --> 00:22:39,760
and it was very clear to me that this

595
00:22:39,040 --> 00:22:43,200
stylist

596
00:22:39,760 --> 00:22:46,160
she loved um semi-color

597
00:22:43,200 --> 00:22:49,360
she loved vibrant colors

598
00:22:49,360 --> 00:22:56,160
tubes or the the paper or the boxes

599
00:22:52,960 --> 00:22:57,520
from her pulpriot colors so she had

600
00:22:56,160 --> 00:22:59,760
turned it into

601
00:22:57,520 --> 00:23:00,640
it was all of her wallpaper floor to

602
00:22:59,760 --> 00:23:03,600
ceiling

603
00:23:00,640 --> 00:23:06,160
on two of her walls it was awesome that

604
00:23:03,600 --> 00:23:08,240
told me very clearly what kind of

605
00:23:06,160 --> 00:23:09,440
hair she loved to do and who her target

606
00:23:08,240 --> 00:23:13,360
market was

607
00:23:09,440 --> 00:23:16,560
and that ambiance catered to that right

608
00:23:13,360 --> 00:23:18,080
so when you've got your your guests in

609
00:23:18,080 --> 00:23:21,280
a person you're like

610
00:23:19,440 --> 00:23:23,040
what you've got around you makes a

611
00:23:21,280 --> 00:23:24,400
difference and you're right the the little

612
00:23:23,040 --> 00:23:25,200
extra things that you do make a

613
00:23:24,400 --> 00:23:28,560
difference

614
00:23:25,200 --> 00:23:31,680
so a lot of

615
00:23:28,560 --> 00:23:34,560
more upscale classy type

616
00:23:31,680 --> 00:23:35,200
you know people that are working mothers

617
00:23:34,560 --> 00:23:38,160
or

618
00:23:35,200 --> 00:23:39,440
you know maybe more affluent i think a mini fridge

619
00:23:38,160 --> 00:23:41,120
makes a big difference

620
00:23:39,440 --> 00:23:43,200
don't you have you've got one i do

621
00:23:41,120 --> 00:23:46,160
you've got but it's stuck with water

622
00:23:46,160 --> 00:23:53,520
i should always have diet coke no

623
00:23:49,600 --> 00:23:56,240
my clients drink water that's awesome

624
00:23:53,520 --> 00:23:57,840
i just wanted to throw in my joke well they all

625
00:23:56,240 --> 00:23:59,280
bring in their stanley's of diet coke

626
00:23:57,840 --> 00:24:01,360
if they're diet coke drinkers i don't

627
00:23:59,280 --> 00:24:04,000
need to provide it

628
00:24:01,360 --> 00:24:05,360
that's a good point uh but other little

629
00:24:04,000 --> 00:24:06,160
amenities like that what else comes to

630
00:24:05,360 --> 00:24:08,160
mind

631
00:24:06,160 --> 00:24:10,240
well that's that's why i say it's it's

632
00:24:08,160 --> 00:24:12,320
your target market so like

633
00:24:10,240 --> 00:24:14,320
depending on who you're catering to and what

634
00:24:14,320 --> 00:24:18,320
you're doing you might have the

635
00:24:16,320 --> 00:24:20,800
espresso martini

636
00:24:18,320 --> 00:24:23,360
drinks or the or the specialty drinks

637
00:24:20,800 --> 00:24:25,440
that they're going to provide

638
00:24:23,360 --> 00:24:27,440
for that service or that day that for

639
00:24:25,440 --> 00:24:28,800
whatever season it is they've got one for

640
00:24:27,440 --> 00:24:31,120
summer one for winter one for

641
00:24:28,800 --> 00:24:33,920
christmas you know

642
00:24:31,120 --> 00:24:36,880
that's not my target market right so

643
00:24:33,920 --> 00:24:37,680
like again my mini fridge is full of water

644
00:24:36,880 --> 00:24:39,520
because

645
00:24:37,680 --> 00:24:41,840
whenever i ask my guests hey can i grab

646
00:24:39,520 --> 00:24:43,600
you a drink they all say water

647
00:24:43,600 --> 00:24:47,040
because they know that's what i've had but i've had other drinks in there and

648
00:24:45,680 --> 00:24:48,320
i'm the one that ends up drinking them

649
00:24:47,040 --> 00:24:50,160
and then i'm like i don't even drink

650
00:24:48,320 --> 00:24:52,960
that i drink water

651
00:24:50,160 --> 00:24:56,320
so but like giving a scalp massage

652
00:24:52,960 --> 00:24:58,080
i do that at the shampoo bowl um but

653
00:24:56,320 --> 00:25:01,440
whatever it is you do

654
00:24:58,080 --> 00:25:03,600
you have to be consistent with i agree

655
00:25:01,440 --> 00:25:05,920
so if you do a great scalp massage at

656
00:25:03,600 --> 00:25:07,920
the shampoo bowl

657
00:25:05,920 --> 00:25:09,840
you got to do it for everyone right

658
00:25:07,920 --> 00:25:11,840
if you do a great

659
00:25:09,840 --> 00:25:13,200
consultation is a huge retainer

660
00:25:13,200 --> 00:25:16,480
consultation and you're understanding

661
00:25:14,960 --> 00:25:17,600
them and they're understanding you and

662
00:25:16,480 --> 00:25:20,400
you're

663
00:25:17,600 --> 00:25:21,440
like that's a great guest retention tool

664
00:25:20,400 --> 00:25:24,400
um

665
00:25:21,440 --> 00:25:25,760
but whatever you do you got to do it

666
00:25:24,400 --> 00:25:27,360
consistently yeah

667
00:25:25,760 --> 00:25:29,680
if you're going to have a fridge stocked with

668
00:25:27,360 --> 00:25:30,400
waters you got to have a fridge stocked with

669
00:25:29,680 --> 00:25:32,880
waters

670
00:25:30,400 --> 00:25:34,480
does it come to expect it totally and

671
00:25:32,880 --> 00:25:36,480
that could be like it's a nice touch

672
00:25:34,480 --> 00:25:38,080
my stylist has a fridge stocked with waters you

673
00:25:36,480 --> 00:25:40,400
should go see her or they did this

674
00:25:38,080 --> 00:25:42,320
espresso martini you should go see them

675
00:25:42,320 --> 00:25:46,880
treats for long appointments so

676
00:25:44,320 --> 00:25:48,480
you should go you know that could be the

677
00:25:46,880 --> 00:25:49,680
selling point for somebody but it could

678
00:25:48,480 --> 00:25:51,040
also be the not selling point for

679
00:25:49,680 --> 00:25:52,800
somebody like

680
00:25:51,040 --> 00:25:54,480
maybe they care more that no my

681
00:25:52,800 --> 00:25:56,160
hairdresser asks me every single time

682
00:25:54,480 --> 00:25:57,600
what i want my hair color you know to

683
00:25:56,160 --> 00:25:59,760
be or

684
00:25:57,600 --> 00:26:02,240
they explain everything so well to me and

685
00:25:59,760 --> 00:26:04,320
put it in terms i understand

686
00:26:02,240 --> 00:26:05,680
like whatever it is you do you just have

687
00:26:04,320 --> 00:26:08,080
to make sure you're doing it

688
00:26:05,680 --> 00:26:09,840
consistently with everyone yeah i

689
00:26:09,840 --> 00:26:16,400
you know before we finish i want to

690
00:26:13,200 --> 00:26:18,240
i want to share two examples of of

691
00:26:16,400 --> 00:26:19,680
salons who do this really really well

692
00:26:18,240 --> 00:26:22,800
that i know of

693
00:26:19,680 --> 00:26:24,240
um the first is the balayage studio

694
00:26:22,800 --> 00:26:26,720
downtown

695
00:26:24,240 --> 00:26:27,280
um we're in salt lake so he's talking about

696
00:26:26,720 --> 00:26:29,120
utah

697
00:26:27,280 --> 00:26:30,720
down yeah we're in utah if they don't

698
00:26:29,120 --> 00:26:32,800
know by now i mean all the

699
00:26:30,720 --> 00:26:34,240
silly utah jokes and yeah we're in

700
00:26:32,800 --> 00:26:37,040
utah

701
00:26:34,240 --> 00:26:37,920
so anyway their shop is right next to

702
00:26:37,920 --> 00:26:41,440
when i say right next to i mean

703
00:26:40,160 --> 00:26:42,960
when you if you need to use the

704
00:26:41,440 --> 00:26:43,920
restroom you step into this shared

705
00:26:42,960 --> 00:26:46,000
hallway

706
00:26:43,920 --> 00:26:47,520
and you go to your restroom but then you

707
00:26:46,000 --> 00:26:48,800
walk around the corner and the coffee

708
00:26:47,520 --> 00:26:51,360
shop's there

709
00:26:48,800 --> 00:26:52,160
i suggested that they put a hole in the

710
00:26:51,360 --> 00:26:54,720
wall

711
00:26:52,160 --> 00:26:56,320
and it just be like a little walk a little

712
00:26:54,720 --> 00:26:59,200
window yeah

713
00:26:56,320 --> 00:27:00,720
can i get a but what she does is they're

714
00:26:59,200 --> 00:27:02,320
like they

715
00:27:00,720 --> 00:27:03,920
they offer that to their guests oh heck

716
00:27:02,320 --> 00:27:05,440
yeah yeah like hey

717
00:27:03,920 --> 00:27:07,360
what are you drinking today i'm going

718
00:27:07,360 --> 00:27:10,800
it's so awesome really really cool thing

719
00:27:09,520 --> 00:27:12,160
and that was like her diamond in the

720
00:27:10,800 --> 00:27:14,160
rough

721
00:27:12,160 --> 00:27:15,600
not everybody has that opportunity so

722
00:27:14,160 --> 00:27:16,560
so make that a focal point because

723
00:27:15,600 --> 00:27:17,920
there are a lot of people that are going

724
00:27:16,560 --> 00:27:20,560
to be drawn to that oh yeah

725
00:27:17,920 --> 00:27:22,000
such an awesome amenity yeah

726
00:27:20,560 --> 00:27:25,040
another one that does it really really

727
00:27:22,000 --> 00:27:27,920
well is rachelle's salon and day spa

728
00:27:25,040 --> 00:27:31,760
okay these people are

729
00:27:27,920 --> 00:27:33,120
they're amazing and they're um

730
00:27:31,760 --> 00:27:34,640
you should pay us t if you're

731
00:27:34,640 --> 00:27:39,040
shout out but

732
00:27:35,920 --> 00:27:40,880
um so their spa is gorgeous it's

733
00:27:39,040 --> 00:27:42,400
amazing you walk in it's so serene it's

734
00:27:40,880 --> 00:27:45,520
beautiful

735
00:27:42,400 --> 00:27:46,720
the feeling is very calm and then when you walk

736
00:27:45,520 --> 00:27:49,840
into the salon

737
00:27:46,720 --> 00:27:51,520
it stays that way it's very posh very

738
00:27:49,840 --> 00:27:54,080
upscale

739
00:27:51,520 --> 00:27:55,840
and they have this really really

740
00:27:54,080 --> 00:27:59,360
amazing system

741
00:27:55,840 --> 00:28:01,200
the right above them is kimmy's chop house

742
00:27:59,360 --> 00:28:03,680
so they're on the first floor and then

743
00:28:03,680 --> 00:28:09,360
um and so they have

744
00:28:06,720 --> 00:28:10,640
the ability to get cocktails at certain

745
00:28:09,360 --> 00:28:11,920
times of the day

746
00:28:10,640 --> 00:28:13,680
and they just walked in this

747
00:28:11,920 --> 00:28:15,200
beautiful spiral staircase that

748
00:28:13,680 --> 00:28:18,400
connects the restaurant

749
00:28:15,200 --> 00:28:20,240
and the spa it is so cool

750
00:28:18,400 --> 00:28:21,760
and they've also created this thing

751
00:28:20,240 --> 00:28:23,360
where

752
00:28:21,760 --> 00:28:25,840
and maybe you can't get a drink at 10

753
00:28:23,360 --> 00:28:26,640
a.m but if you want a hair service

754
00:28:25,840 --> 00:28:29,600
done

755
00:28:26,640 --> 00:28:32,400
you know their mint julep is like a

756
00:28:32,400 --> 00:28:36,880
conditioning treatment brilliant

757
00:28:35,200 --> 00:28:38,640
but that's like their diamond in the rough

758
00:28:36,880 --> 00:28:41,520
it's what sets them apart

759
00:28:38,640 --> 00:28:43,040
it's an amenity that very few

760
00:28:41,520 --> 00:28:45,360
people have

761
00:28:43,040 --> 00:28:46,240
and it's something that can get that can

762
00:28:45,360 --> 00:28:49,200
target

763
00:28:46,240 --> 00:28:50,080
a lot of people if you get them to talk

764
00:28:49,200 --> 00:28:52,640
about it

765
00:28:50,080 --> 00:28:54,640
like how awesome was this very unique

766
00:28:52,640 --> 00:28:56,000
experience and if you're an experiential

767
00:28:54,640 --> 00:28:58,640
person we've learned a lot of very

768
00:28:56,000 --> 00:29:00,480
passionate people are if not everybody

769
00:28:58,640 --> 00:29:01,440
tell them tell them about it tell your

770
00:29:01,440 --> 00:29:05,280
because

771
00:29:02,640 --> 00:29:06,960
I guarantee you very few people have a

772
00:29:05,280 --> 00:29:08,240
coffee shop next door

773
00:29:06,960 --> 00:29:10,160
they can just walk around the back

774
00:29:08,240 --> 00:29:13,120
corner and get you a coffee

775
00:29:10,160 --> 00:29:16,320
or get you a freaking martini from

776
00:29:13,120 --> 00:29:18,960
a football restaurant right upstairs

777
00:29:16,320 --> 00:29:20,720
you know what I mean right yeah those

778
00:29:18,960 --> 00:29:22,240
those came to mind specifically but those

779
00:29:20,720 --> 00:29:24,400
are things that like you said those are

780
00:29:22,240 --> 00:29:27,360
very

781
00:29:24,400 --> 00:29:28,640
demographic very you got to be yeah like

782
00:29:27,360 --> 00:29:30,640
you can plan you

783
00:29:30,640 --> 00:29:34,320
those things yeah but you can't that's

784
00:29:32,640 --> 00:29:36,320
not in your control

785
00:29:34,320 --> 00:29:38,320
that's not in your sphere of control

786
00:29:36,320 --> 00:29:39,760
right that's more of that's how they

787
00:29:38,320 --> 00:29:41,040
capitalized on something that was

788
00:29:39,760 --> 00:29:43,680
available to them

789
00:29:41,040 --> 00:29:46,080
right so and of course all of those

790
00:29:43,680 --> 00:29:49,760
things are what you want to look for

791
00:29:46,080 --> 00:29:51,600
but like I mean it's the number one

792
00:29:49,760 --> 00:29:52,320
real estate rule location location

793
00:29:51,600 --> 00:29:54,400
location

794
00:29:52,320 --> 00:29:55,840
yeah that doesn't mean you have to be

795
00:29:54,400 --> 00:29:57,280
in that location

796
00:29:55,840 --> 00:29:58,800
if that's something you want to offer

797
00:29:57,280 --> 00:30:00,320
then yeah you're going to look for that

798
00:30:00,320 --> 00:30:04,480
opportunity if that's

799
00:30:01,920 --> 00:30:08,080
the target market you're searching for

800
00:30:04,480 --> 00:30:09,680
if that's the vibe you're going for

801
00:30:08,080 --> 00:30:11,440
but even if you're in the perfect

802
00:30:09,680 --> 00:30:13,360
location and they're located in the perfect

803
00:30:11,440 --> 00:30:15,280
place and they have those amenities

804
00:30:13,360 --> 00:30:17,520
if you're not being consistent with what

805
00:30:15,280 --> 00:30:19,680
you're doing to their hair and to

806
00:30:17,520 --> 00:30:21,920
for them behind the chair I don't care

807
00:30:19,680 --> 00:30:24,160
how well that mint julep is or

808
00:30:21,920 --> 00:30:26,240
how great that drink is they won't

809
00:30:24,160 --> 00:30:28,880
come back right

810
00:30:28,880 --> 00:30:33,520
all of the other things right that matter

811
00:30:31,680 --> 00:30:36,640
every time you do a good job

812
00:30:33,520 --> 00:30:38,000
so you're regularly educating yourself

813
00:30:36,640 --> 00:30:40,400
you know what you're doing you've got

814
00:30:38,000 --> 00:30:41,920
good quality supplies yeah I totally agree

815
00:30:40,400 --> 00:30:44,240
yeah because you can have an a beautiful

816
00:30:41,920 --> 00:30:45,760
salon with a great ambiance but if

817
00:30:44,240 --> 00:30:49,120
their

818
00:30:45,760 --> 00:30:50,720
services if you're a dick

819
00:30:49,120 --> 00:30:52,880
but if their services aren't even

820
00:30:50,720 --> 00:30:54,400
meeting up to the environment if if you

821
00:30:52,880 --> 00:30:55,520
go in to get your hair done and you walk

822
00:30:54,400 --> 00:30:57,920
out hating it

823
00:30:57,920 --> 00:31:01,920
I agree there's a lot of factors and this is really

824
00:31:00,400 --> 00:31:03,600
the whole point of the example is just

825
00:31:01,920 --> 00:31:04,880
to say this is one extra thing that you

826
00:31:03,600 --> 00:31:07,600
can

827
00:31:04,880 --> 00:31:09,280
use to set yourself apart but it shouldn't

828
00:31:07,600 --> 00:31:11,680
be the pillar of your

829
00:31:09,280 --> 00:31:13,200
success no so because your client

830
00:31:11,680 --> 00:31:15,760
retention although that is a great

831
00:31:13,200 --> 00:31:17,920
amenity and it's a great thing to have

832
00:31:15,760 --> 00:31:19,680
just like having the espresso martini or

833
00:31:17,920 --> 00:31:21,280
just like having a fridge full of water

834
00:31:19,680 --> 00:31:24,480
that's not the thing that's going to

835
00:31:21,280 --> 00:31:27,440
actually keep them coming back right

836
00:31:27,440 --> 00:31:32,160
uh they'd have to be blasted enough to not

837
00:31:29,760 --> 00:31:34,080
know that their hair sucks

838
00:31:32,160 --> 00:31:35,600
for like six to eight weeks yeah for

839
00:31:34,080 --> 00:31:38,640
real

840
00:31:35,600 --> 00:31:40,160
well um I I think this episode went really

841
00:31:38,640 --> 00:31:43,280
really well what do you think

842
00:31:40,160 --> 00:31:46,240
I like it yeah uh that's that's what

843
00:31:43,280 --> 00:31:48,080
we've got for client retention um

844
00:31:46,240 --> 00:31:49,920
we'll keep going on with other topics as

845
00:31:48,080 --> 00:31:52,640
we move forward but

846
00:31:49,920 --> 00:31:54,000
um thanks again for for tuning in we really

847
00:31:54,000 --> 00:31:59,280
uh I have been

848
00:31:55,680 --> 00:32:02,240
Justin Metcalf said my name that time

849
00:31:59,280 --> 00:32:03,920
good job and you are why are we doing

850
00:32:02,240 --> 00:32:05,760
this all of a sudden at the end

851
00:32:03,920 --> 00:32:07,200
that's right we did the beginning that's

852
00:32:05,760 --> 00:32:11,360
awkward

853
00:32:07,200 --> 00:32:14,720
well anyway um thanks for listening

854
00:32:11,360 --> 00:32:16,960
it's always a barrel laughs here

855
00:32:14,720 --> 00:32:18,880
so funny very little laughs a barrel of monkeys

856
00:32:16,960 --> 00:32:21,120
thanks for listening

857
00:32:18,880 --> 00:32:22,400
bye I'm never gonna stop

858
00:32:21,120 --> 00:32:23,760
pushing I'm not gonna push stop

859
00:32:23,760 --> 00:32:28,320
bye I love you