What is your point of difference?

What is your point of difference?

I believed by now every one of my hairdresser friends in Malaysia knew that I am currently working in Taiwan for a renowned beauty and hair product company. What I love about my current employer is that we share the same belief. They believe in growing through education and developing personal growth via different channels of trainings. I have attended a 3 days Interpersonal Communication Skills in July and a Train the Trainer refresher class in Aug and I never get tired of attending classes. There are various perspectives to look at whenever we are required to attend any sort of these classes however the price to pay to do so may be too much to handle to some hairdressers. Sacrifices such as getting out of bed earlier than usual, reluctant to spend the whole day in a class room, loss of income and traffic, to name a few, could become excuses.

What do you get out of these education and trainings? What are the reasons company spend so much time, effort and money just to organize them for hairdressers to attend where most of the time is free or from just purchasing products? The main purpose is helping us creating the point of difference and establishing the platform for us to be knowledgeable. Over time, not only you would realize the increase in business but also would change the way we communicate, the way we act and manage ourselves. There are over three thousand salons in Kuala Lumpur alone and the number is still growing. One question we should always ask ourselves is: Why do customers want to come to my salon? What is my difference comparing to the salon across the street or just next door? What makes my salon so special?

In the Train the Trainer refresher program, our speaker asks us a very compelling question. It went like this: What is the difference in the way we teach 5 years ago comparing the way we teach now? We are unable to answer that question satisfactorily. We could also ask ourselves similar question. What am I doing differently today comparing to 5 years ago? Customer’s demands and expectations are getting higher where we now need to have very strong power of communications, cutting techniques, power of persuasion and value for money products to cater to their different needs. Hence, these education tools are to help achieve just that because it no longer about teaching hair structure and haircuts now but implementing business strategies. Business modules such as Merchandizing skills, Retailing to men, Promoting Referral, Costing and Art of Consultation are all part of our commitment to hairdressers. More demanding programs such as certification in hair coloring, certification in hair cutting and even certification in treating hair are some of the tools available to creating the point of difference.

LG, famous for its flat screen plasma TV is launching a 3D TV for home, more people are using Iphone and artists and singers are launching their music on-line. All this happened for a reason and it is due to market demand and changing with time. Do you really think they will launch these products when there is no demand? We would be terribly wrong when we obviously observed the change in customer’s demand and needs but we chose to remain the same in the way we do our work, the way we think and the way we manage people or ourselves.

I am now using power point from custom made application on computer to draw head forms, hair sectioning, describing cutting techniques and color panels. I am discovering and learning a new approach to earn my point of difference in teaching. What about you? Are you willing to take this challenge?

When some people in the industry invite to attend a class, hair seminar or show in the future, just say “Thanks!! When and where please?” Like Forest Gump said “Life is like a box of chocolate, you will never know what you gonna get”

The Met Kuala Lumpur

9,Ground Floor,President House,

Park Royal Hotel,

Jalan Sultan Ismail,

50250 Kuala Lumpur

Tel: +603-21481111

The human soul needs actual beauty than bread

I think this would be a good story to share with all our customers. These stories will make them realize that why it is important to take care of their hair, treat it and trust us to help them look immaculate at all times.

I recently read an article written by Harriet Green of The Guardian, London that Cherie Blair, wife of former UK prime minister was being mocked for her hair. In 1997 when opening her front door, she was being mocked that her hair looked like a bird’s nest and then did something about it and being criticized during the last election campaign for claiming US$11,600 for her hairdressing bills.

A few years ago, Hillary Clinton stepped onto a podium before Yale’s graduation class to make a speech. “The most important thing I have to say,” she told the eager audience, “is hair matters. Pay attention to your hair. Because everyone else will.”
I remember in the late 90’s to early 2000, technical service like rebonding was a huge business in the salon industry especially in Asia. Most salons made great profits back then, the trend is still on until now but it is more to relaxing. Relaxing is where you would not get a poker straight hair and still looks natural.

Why do women love rebonding or have their hair relaxed? I think simply because they are idiot proof and much easier to use than a hair dryer and most women will answer that convenience is the key.

But the real reason of having straight hair is even more interesting. Philip Kingsley, a trichologist says, “There is a vital link between sexuality and hair, men prefer straighter, shinier, longer hair.” I think from this comment alone, we know why women are so afraid to cut their hair short or would most of the time say that their boyfriend or husband do not like short hair.
Another comment that I like personally is a book about women and hair-Rapunzel’s Daughters written by Rose Weitz. She says “Hair gives important signal. “It is personal, growing directly out of our bodies. It is public, on view for all to see so it is not surprising that we use our hair to project our identity” Well said huh?

After reading the above articles which I gather from Taipei Times in Taiwan I was immediately inspired, so inspired that I want to share all these stories with my clients back home in Kuala Lumpur. Now my fellow hairdressers, after you have done with all the daily celebrity gossips from tabloids, you could now have more interesting stories to share with your clients and empower them to take charge of their hair.

People love stories, real stories as what we have mentioned above otherwise reality programs on TV would not be such big hits. Share with them the importance of having great hair and its “fringe” benefits and perks- husbands and boyfriends are not included though.

The Met Kuala Lumpur

President House,Park Royal Hotel

Jln Sultan Ismail

50250 Kuala Lumpur

Tel: 21481111

Facebook/the met kuala lumpur

It is more than just cutting hair...

Who is keen to know what it takes to make it a success? Which are the proven methods? Why can some hairdressers be fully booked with appointments and some can not?
I have spent numerous years both in the corporate education division for L’oreal Professionnel and Redken 5th Ave NYC in Malaysia and also in the hair salon business and I have observed that there are actually many more perspectives and new mindsets that we need to attain to be a successful hairdresser. Success comes in many different forms and does not necessarily mean money. Health, family, friendship, love, positive attitude, positive mindset, willingness to absorb new information and willingness to change to be better are also considered to be of the utmost importance in our industry and could be called success too.

One of the skills that a hairdresser needs to attain is being able to sell, and this skill requires a positive attitude and a positive mindset to be achieved. I am currently based in Taipei for Redken Taiwan and let me share this with you; there are really no differences between the hairdressers here in Taiwan and those in Malaysia. The feedback from salon owners is the same - which their employees do not sell enough, or just do not sell. Why do some hairdressers do not feel comfortable selling?

I have recently read a book by a Sales Communication Specialist named Blair Singer and I also attended his business seminar in Taipei. There was a paragraph in it in which he wrote”We are actually taught NOT to sell. We taught NOT to ask. We are taught to work hard, be good, color within the lines, and hope that someone will recognize us for our efforts and throw us some scraps. We are told that all good things will come to those that wait. We are taught to accept, not object, to give, not to ask, and to accept our lot in life. We are manipulated and contorted to fit snugly into a readymade box where we are expected to live quietly until we die and that we should ever make a mistake!” I once asked one of my employees why he chose to be a hairdresser and he answered because clients come to see us instead of us seeing them! Is this why we think that there is no selling involved? Think deeper….
Blair Singer believes that everyone has the natural talent to sell. Every child can sell, we can sell and you can sell. Some need more skills than others do. Some need a new attitude about it. Like a child, there was should be no fear, no hesitation, no worries about looking foolish, only a pure intention to get what they want, which is why we see them cry or pester non- stop until their goal is achieved.
Hairdressers are all creative people, so we tend to use our right brain more than our left. Left brained people like figures, mathematics and reading, and I honestly do not feel we hairdressers like them!! We love beauty, nice visuals, interesting fashion and anything alternative!! So how exactly are we going to learn the new business skills? No matter if we are salon owners or just employees, we all know that it will take more than just cutting hair to be able to achieve success. We really need to learn new sets of skills and use more of our left brain, while maintaining the horsepower of our right brain, which we still need for creativity and inspiration.

So who would like to know what it takes to have a new mind set, a new attitude and a whole new perspective on life and success in this competitive hair industry?

The Met Kuala Lumpur

President House, Park Royal Hotel

Jln Sultan Ismail

50250 Kuala Lumpur

Tel: 03-21481111

facebook/the met kuala lumpur

Who wants to be a Junior Part 3

This is a continuation from my previous article about Salon Assistants. Those of you who has not been following the story, I have been sharing the life, the up and down of a Salon Assistants. The obstacles they had to face, the challenges and work demand in a salon. The first batch of Salon Assistants whom we had hired 3 years ago when we opened was all gone. Each batch lasted an average 1 year if you are lucky, batch means there should be around four assistants at any time and then we will be receiving resignation letters one by one at different period of time. We are luckier in the second batch where all were gone too but one has been with us from the day she started work as a Salon Assistant.

Salon Assistant work pattern and attitude is similar to fresh graduates sometimes. I am pretty sure that we have read countless times on newspaper that our government reminding fresh graduates to stop job hopping ,be humble and willing to learn. Whenever employment rates are low, we would hear plenty of such reminders. My favorite place for a cuppa every morning has always been at San Francisco Coffee at Lot 10 and I have been having my fix there since 8 years ago. FYI they serve THE best black coffee in KL! Whenever I patronize the outlet, I can’t help but curious to know what have been making the Baristas happy. I have met quite a few Baristas who never left and they are still serving with passion. I totally salute them with great admiration. These are the employees who could visualize the future, be it in two, five or ten years. Having great understanding about the work demand, the business, the clients and experience plays a big role and a clear path to success.

The responsibilities are divided into two roles; one role is played by the employer and the other the employee. First of all, I need to clarify that I am not speaking on behalf of all salons in Malaysia, to all my friends in the industry; it is just a sharing within the hairdressing community. They are many different types of hair salons generally, some have great business acumen and structure and are waiting to open more outlets, and some are happy and contented with the neighborhood concept with just 3 seats and work solo and some into medium size salon with 10 seats and see how it goes. It will be good that Salon Assistants and fresh graduates from hairdressing school take these types of salons for consideration. Consider the environment, the style directions of each salon and find out what best fits you. Not everyone look super sexy driving a Mercedes Benz, what about an Alfa Romeo or an Audi TT?

The responsibilities of an employer may be from providing education, giving opportunity to do stage work, higher pay, better commissions etc. Again, to all Salon Assistants and fresh graduates from hairdressing school, please take these points as your consideration too. You should ask yourself these questions over and over again; what is in it for me? What do I want from this salon? What are the sacrifices if I chose this employer? What are the rewards if I am willing to pay the price?

Clear answers for the above questions will lead to a clear and positive mindset. A positive mindset will lead to a great working attitude and you would be able to work with passion


There is a line in Lara Croft movie which I have observed and make great sense; the world is fair, there is good and bad, yin and yang, day and night, man and women. It makes perfect sense, isn’t it? If we want something, be willing to pay the price.

Great education and training from salons but lower pay, higher pay and commission but no education, higher basic but work longer hours. Just remember that there are always good and bad. All you need to do is to measure it, analyses it and make the best decision for yourself. See what could you get 6 months later, you will be amazed with the rewards and by rewards it doesn’t necessary mean monetary reward but experience too.

Now to all the rest of other salon owners do not give up on these young salon assistants. Keep hiring; keep training and one day you will be able to find the best.

This article is especially dedicated to my team at my salon. Thank you Teng, Song ,Beatrice Chin and Alexander Yap because you are the few who could visualize the future, believing in yourself and believing in us. Most importantly you are a great role model for the rest of the Salon Assistants in the world because you were once one of them too!

Who wants to be a Junior Part 2

Juniors have the most demanding job duties in a salon. They clock in to work, make sure the salon is tidy, styling stations are clean, magazines are well arranged, glasses, cups and saucers are stain free, styling trolleys are clean, make sure the hair brushes are hair free, retail shelves are dust free, towels are ready, drinking water is boiled and only then is the salon good to open for its daily business. When clients start arriving, their job will turn to washing hair, rinsing, blow drying, performing treatment or coloring service on behalf of stylists, serving drinks and magazines to clients, and even sweeping the floor after each hair cut service ( although we could still see some salons who do not practice this given the “feng shui” reason. “Fatt” is “prosper” in Chinese akin to “Kong Hei FATT Choy” hence “Fatt” cannot be swept away until the end of the day).

They also need to hand over a mirror to the stylist to be used to show clients the style at the back. Then tidy up the station, put the magazines back on the racks, clear the cups or glasses and wash all the used color bowls and brushes. The same cycle repeats until end of the day. Now just before salon closes, they have to pick up all the used towels and wash them. Some salons use washing machines, some engage contracted laundry pick up services and some still practice hand washing. When it comes to hand wash, they will have to lay the towels all over the salons to dry it. They next day, they have to pick them up, fold them, and store them in the appropriate place. Their daily working hours could stretch anywhere from nine to twelve hours.

The job description of a Junior does look very demanding, stressful and challenging doesn’t it? Whenever I am conducting an interview to hire Juniors, I don’t always paint a colorful picture about this work position. Not to belittle what they do, but with all the fetching, carrying and cleaning, the job sometimes looks and feels like that of a domestic maid.

And this isn’t just a summer job. The average Junior will need to work in this role for around 2 years before being promoted to Stylist, and of course this depends on the individual Salon’s training programs, and on the Junior’s own drive to advance. I have known some Juniors who prefer to stay as Shampoo girls throughout their careers, enjoying the chance to interact with clients despite the menial tasks. It is a matter of choice, isn’t it? Some are happy to stay put, but some are hungry to grow

To be continue……..

Who wants to be a Junior?

Salon Assistants, juniors, shampoo girls and boys, or apprentices, whatever we like to call them are indeed the most important person in a salon, more important perhaps than all of us, the seniors. Why? They communicate, approach, and attend to clients more than we do. Here’s the general flow of service the moment client arrive the salon. First of all let us give our characters names – John the Junior and Mary the client.

Upon Mary’s arrival, reception will lead her to the seat. As soon as she is seated we, as stylists, will be with her. John will then get some magazines and drinks to Mary while we are busy talking about the intended cut or color. As soon as we are finished talking, John will begin to wash Mary’s hair. The whole washing plus massage will take approximately 10 minutes, which is usually longer than our consultation time with Mary. John will then lead Mary to the back wash for a rinse and to condition her hair, which will take another 10 minutes. John will then lead Mary back to the seat to prepare for the cut or color.

The usual stylist could spend just 20 min max to complete the hair cut, and John would then take over the blow dry service which could take up to 30 min if Mary’s hair is long, or if she requires curls.

Then, the Stylist would return to Mary to touch up the finishing look which takes only 3 min for example. John will assist in removing the cutting gown and send Mary off to the reception for payment. In total a stylist just spent about 25 min seeing Mary compared to John who spends more than 35 min. John has the opportunity to spend more time with Mary, creating the rapport, the connection and PR which will hopefully translate into trust, comfort and a feeling of ease between the service provider and the client.

I’m sure that you agree by now that the role of the juniors as efficient service providers is extremely important. When we go to a restaurant, the first impression isn’t how wonderful the chef is, it’s always based on the waiting staff. How they approach us in taking our orders, how they display our cutlery, and their overall attentiveness. We already begin to judge even before the arrival of food. Thus basic training for a junior, covering topics like courtesy, communication, selling skills, handling difficult clients, handling complains, positive body language in working environment and positive mindset is so essential. The question is where do they receive this type of training? Would they even believe in training in the first place? Are they willing to invest the time to be a better person, and a better employee? Does their employer share the same “learn to progress” mentality?

To be continued………

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