Category: Business

May 18, 2020 Business

Customer care vs Customer service

Customer care vs Customer service

Elena Lavagni reveals the importance of both in a post lockdown era.

As we anticipate the relaxation of lockdown, we have been thinking about how the business will operate and what our new normality will entail. Our clients have always been at the forefront of our business but in these uncertain times customer care, one of the hottest buzzwords in the business scene will become paramount. Often the lines get crossed and it’s important, now more than ever to differentiate customer care and customer service.

So what is the difference?

Customer care is what we do thinking about our client. Ultimately it embodies how well customers are taken care of whilst interacting with the brand. It’s the sentiment beyond the tangible, customer care is how we look after our customers by listening to their needs and offering the correct solutions. Ultimately creating an emotional connection with the core of our business.

Customer service on the other hand, is how we treat our clients when they walk into the salon. Increasing customer satisfaction is the aim of customer service. It’s about providing the customer with the correct information and assisting them to provide them with the best product or service suited to them. Ensuring they had a wonderful experience during the time they were with you.

The combination of both is essential to building long term loyalty and satisfaction.

At Neville, every service and product offered is with the Neville client in mind. We don’t offer services because they are trendy. We offer them because we know she needs them.

Understanding our clients will most certainly help us navigate through the difficulties that lie ahead. We know that our client is psychologically strong, she has a life and most importantly she knows what she wants. She is in control.

The salon was built on customer care and more than ever we will have to focus on this.

Offering consistency on the client journey will have to become second nature.

April 21, 2023 Business

Why Going To The Hair Salon Can Help Reduce Stress

Why Going To The Hair Salon Can Help Reduce Stress

April is Stress awareness month and below you can find the list of different ways a visit to your hairdressing salon can help to ease your state of mind and help you relax. Believe it or not, there’s something particularly therapeutic about speaking to your hairdresser while having your hair done.

Many people battle with daily stress and anxieties. Whether it is from a high-pressured job, major life change, or personal difficulties, stress can cause both physical and mental effects on a person. Visiting your hairdressing salon can be incredibly beneficial if you are looking for a short-term way to take a break from your everyday life and relax.

Elena Lavagni highlights some of the reasons:

Time for yourself

The first thing that can make the visit to the hairdresser a really calming experience is the act of pampering. Taking some time to look after yourself is important and who better than a hairdresser could make you feel this way? If you are feeling overwhelmed with your daily life, juggling kids and a nagging husband/wife, a visit to the hair salon can be the perfect opportunity to reconnect with yourself and breakaway from stress. Looking a million bucks at the end is just an additional reward.

The surroundings

The atmosphere in the salon can also be really soothing and therapeutic. The music that is playing or the friendly conversations that are taking place can give someone a much-needed break from your worries and stresses. The environment is also a place where you can find comfort because other people are going through similar struggles, have similar goals, and share similar stories and decide to give themselves some time.

Good Hair, Good Mood

The physical act of getting a haircut is also as incredibly relaxing and calming. Taking some time to focus on oneself and engage in such a meaningful act of self-care can be incredibly beneficial and will give someone that boost of confidence to tackle life with a renewed sense of strength. Most of our stress is carried unconsciously, and while a new hairstyle won’t dissolve your worries, it can certainly provide you the confidence required to tackle your struggles.

An Escape from routine

Finally, catching up with a hairdresser and engaging in conversation is a great way to escape from the world. It can be an important time for someone to talk through whatever is causing their stress and even just lighter, casual conversations can be relieving. As well as the momentary relief from loneliness.

Visiting a hairdressing salon can be a beneficial and enjoyable way to take a break from daily stress and anxieties. Through the atmosphere and conversations, someone can gain the strength to keep going on and get through any obstacles.

April 29, 2020 Business

Personality Matchmaking

Personality Matchmaking

Studying psychology at university taught me firsthand the importance of understanding an individual’s needs and tastes, and business is no different. In order to provide a good service to our clients we need to understand them and their needs. Once we have this understanding we can do what we love doing and what I call personality matchmaking. For those wondering, I don’t run a dating company on the side, rather I try to pair each client with a stylist whose personality will resonate with them. Personality matchmaking is one of the key aspects of the business for me. I truly believe that enabling a great rapport between the stylist and the client will create great results and will ultimately make the client feel good and happy. To find someone that truly understand you especially regarding your hair and beauty is super important, not only for your own confidence but also for your sanity.

Being good at what we do is not only providing a wonderful haircut and colour service, but it's also been able to give that little extra. I like to spend time developing relationships with my clients and learning more about them, it allows me to create suitable matches to give each client the experience they deserve.

Personality is the first point of call when it comes to hair stylists and I take that into consideration from the recruitment process. The first thing I ask my receptionists before interviewing a potential candidate is - what’s their personality like? 99% of the time I am look for something different. Ultimately, we can only teach the hairdresser how to do hair and the craftsmanship behind it. Their personality is a result of their personal journey and life story. Providing the match make is a success, the stylist will give you their heart and their soul. I am so lucky to count such a vast number of hairdressers from my team whose personalities can click with anyone.

April 29, 2020 Business

Individualism

Individualism

The buzz word for this week is #individualism. Individualism is the ability to adopt individualistic values, recognize your hairdressers for their unique skills rather than rewarding a group. Many salons owners are scared of it. We as an industry are highly dependent on creativity, if we look after our hairdressers as individuals they will be much more creative than if you address them as a collective group. Most people want to be seen as individuals and want to be respected for their individual talents.

This philosophy is prevalent in all aspects of our society, you just need to look: being a single parent, traveling alone or living alone is no longer taboo. An individualistic culture at work promotes creativity and innovation, boosts engagement and motivates people to do their best. Your team will be proud of their accomplishments and will strive to achieve their best knowing that. We have always run our company on individuality. For some of us everything comes at a cost but isn’t it better to create a dynamic skilled hairdresser that leaves you in 5 years’ time than a hairdresser that will follow the flow but stay with you forever. Think like a football coach .. shift your mind .. it’s time to make change.

October 14, 2021 Business

October is ADHD awareness month

October is ADHD awareness month

Creative industries like ours are filled with incredibly different people, a melting pot of origins, religions and different brains. Being different was something that for many years was seen as a problem but is actually the future of our industry. Creativity comes with different mindsets hence why we’ve decided to celebrate October as ADHD month.

Attention deficit hyperactivity disorder (ADHD) is a condition that can cause above-normal levels of hyperactive and impulsive behaviours.

As a business, Neville, has noticed that more and more young people seem to be diagnosed with ADHD. “ADHD is a different way of processing information. If you find the way to communicate with ADHDers and support them whilst overcoming their challenges, you have created a pure artist. Studies shows many adults with ADHD end up as entrepreneurs. The trick for then is to find a career that suits them, one of the most common choices is hairdressing. In this way they are using their energy, creativity and other amazing strengths they have to get most out of the profession enriching it with their flare” says Elena Lavagni.

A variety of studies have shown that people with ADHD have super focus which means that if engaged correctly, people with ADHD can in fact accomplish a lot more and much faster. Lavagni adds, “ADHD is like having a Ferrari engine with bicycle breaks… once you strengthen the breaks you have a super power”.

We in the hairdressing industry could really benefit massively from the creativity, tenacity and empathy that comes with ADHD.

First and foremost, people with ADHD are very resourceful when it comes to problem solving. Whatever the issue they have the ability to connect the dots.

ADHDers' are extremely creative. They consistently come up with new ideas and whilst they might struggle to put those ideas into work, teamed with a business that can help them action their ideas can lead to incredible results.

Compassion is another beautiful trait and quality that ADHDers’ are plentiful. “No team can be strong and united without compassion as it is the foundation of team work” adds Lavagni.

People with ADHD need to work twice as hard to achieve, making them extremely perseverant. Perseverance is the key to success and in our industry, we need more people that are willing to work hard to unleash their maximum potential.

They are also astute! Being observers means that they will be more receptive to client’s need.

Finally, as if you weren’t sold that ADHD is a super power, ADHDers’ have a real appreciation for life. Having gone through hardship they radiate energy and who wouldn’t that in their business?!

November 25, 2019 Business

Personality Matchmaking

Elena Lavagni reaveals why personality matchmaking clients and stylists is key to a successful business.

Studying psychology at university taught me firsthand the importance of understanding an individual’s needs and tastes and business is no different. In order to provide a good service to our clients we need to understand them and their needs. Once we have this understanding we can do what we love doing and what I call personality matchmaking. For those wondering, I don’t run a dating company on the side, rather I try to pair each client with a stylist whose personality will resonate with them. Personality matchmaking is a key aspect of the business for me. I truly believe that enabling a great rapport between the stylist and the client will create great results and will ultimately make the client feel good and happy.

I like to spend time developing relationships with my clients and learning more about them, it allows me to create suitable matches to give each client the experience they deserve.

Personality is the first point of call when it comes to hair stylists and I take that into consideration from the recruitment process. The first thing I ask my receptionists before interviewing a potential candidate is - what’s their personality like? 99% of the time I am look for something different. Ultimately, we can only teach the hairdresser how to do hair and the craftsmanship behind it. Their personality is a result of their personal journey and life story. Providing the match make was a success, the stylist will give you their heart and their soul. I am so lucky to count such a vast number of hairdressers from my team whose personalities can click with anyone.