Alchemy Core Values- CREATE A VIDEO- trust & connection
Be Resourceful. Coming to me the owner is a last resort, and you’ve already tried every other single thing to find a solution to what you need. Take initiative, be proactive, challenge each other in a positive way, take risks inside of your career.
Be passionate. Care about your work, be passionate in what you do in every single day. We want you to pick your specialty and not do anything you don’t want to do, because we want you to be fueled by what you love. By doing this, you will love what you do, you will love coming to work, and in turn you will make more money.
Have fun. We want you to feel connected to your peers in a positive, safe, non-toxic, drama-free work environment and build strong relationships inside of the salon.
Value teamwork. Support one another. Constantly be helping each other all of the time. Approach problems with “we over me” mentality. When we work together, we create the best environment for our clients.
Ensure growth. We want you to be personally, and professionally growing, and growing together as a team. Embrace failure and humility. You are always learning and when you fail, you are one step closer to getting it right.
Salon Communication-
If a group texts goes out from our manager or owner, you must reply with “done” so we know that you’ve read and applied it.
You get a bad review or you have a client who was unhappy with a service you provided- Immediately report and give all information to our manager so they can troubleshoot and resolve the issue with the client. Take personal responsibility and reflect, think about what you could’ve done differently to have changed the outcome of this situation (consultation, refining techniques, reformulating glaze, etc.).
Your client is in the salon unhappy NOW- Take a deep breath and sit down to be eye level with your client and to get you both on the same level and calm both parties. Affirm what you heard, and validate what they are saying even if you disagree. Think about how you can fix this situation before they leave the salon- applying quick fix, applying another glaze, suggesting they go home and live with it and you will check back in with them in a day, etc. If you need to get another stylist involved because you are unsure or need a second eye/opinion, we are a team, everyone has your back. When the client leaves, immediately give all information to our manager so they can follow up with the client. Take personal responsibility and reflect, think about what you could’ve done differently to have changed the outcome of this situation.
You are running behind- If your next client is not in the salon yet, call and see if you can catch them before they’ve left the house, let them know how far behind you are running. If your next client is in the salon, stop what you are doing and go communicate what is going on to them, do not let them sit there waiting indefinitely. Can you catch up/fix it? Do you need to reschedule them? Offer them a complimentary conditioning treatment during their session (or on their next session if you don’t have time that day) to thank them for waiting and being patient.
You don’t want to take your client- “What you are wanting is not my area of expertise. Unfortunately I’m not comfortable continuing with the service and I feel this is the best, most responsible way to handle this situation even if I have to say no. It’s not fair to you to receive anything less than the best and when it comes to this particular (thing that they want) I don’t feel like I’m the person to be able to get you the result you were hoping for.”
Your client does not want to leave a card on file- They are not allowed to prebook appointments, they will have to make appointments within 48hours of when they want to come in. The card on file protects your time as a stylist, if they do not show up you are not having to be at the salon for free.
Your client is running late- Text 10 minutes after appointment start time, ask if they are on their way. Let them know that if they are not there within 5 minutes you will not be able to take them, or will need to cut their services short in order to be on time for your next client. If they say they are running more than 15 minutes late or show up more than 15 minutes late, “I totally understand, today has been crazy! …I wish I could take you later but that won’t work for my schedule so I will need to reschedule you for another time! OR …Your appointment was only (fill in) mins total I am going to have to reschedule you since I have someone coming in right after you.”
Your client is a no show- Text 30 minutes after appointment start time. There is a script for this in the “notes” app on the salon phone. Put a pop up note on this client account that they owe for the appointment before they are allowed to get any services moving forward.
Your client wants to have your personal number- We STRONGLY suggest against this because clients have no boundaries. You may get texts at unreasonable hours/ on your days off, be constantly flooded with inspo pics, or just general “hair talk” when you are not being paid for it. We recommend you have them text the salon for their hair needs. This also helps everyone in the salon (including other stylists that may help you from time to time, or our manager or owner) stay organized and on the same page about the clients needs/concerns at all times.
Your client wants a discount or can’t afford your prices/try to negotiate- “You are absolutely welcome back when you feel more comfortable and when your budget allows, I will always be here to work with you when you are ready!” or “I understand if my prices don’t fit your budget.”
The salon is running low on stock- Send a message in the group chat. This should rarely happen, but if for some reason it does, send it to everyone so it can get taken care of ASAP.
You are sick- Please let our manager know ASAP so we can communicate to your clients and reschedule them.
Days off or vacation time- This is unlimited and OK! Just let our manager know as soon as possible so that we are aware and we can make sure to have other staff on hand if needed.
You would like to get your hair done- Let our manager know what the concrete plan is (day/time/services- weekdays only). If a paying client needs to come in, you will get bumped and need to reschedule. $10 per TWO ounces of color (/ (2)scoops of lightener/packet of quickfix, etc.), venmoed to @imogene-ada immediately upon the finish of service.
You would like to do a model or immediate family members hair- Let our manager know what the concrete plan is (day/time- weekdays only). Let your model, family member know that you may need to reschedule them if you need to get in a salon client. For models- You MUST send inspo, before, during, and after pictures. We want to know how you expanded your portfolio by doing this service, what products and placement you used, how you finished it, etc. $10 per ONE ounce of color (/scoop of lightener/packet of quickfix, etc.), venmoed to @imogene-ada immediately upon the finish of service.
You are wanting more growth inside of salon- Please schedule a one on one. We pride ourselves on having an open line of communication with our entire team, and want you to feel fulfilled in your career at all times.