Semion Barbershop Version 2.0 A special mood or character - - PowerPoint PPT Presentation

Semion Barbershop Version 2.0

— A special mood or character associated with a place. Semion is not

simply about providing quality hair services – it is about providing positive energy (or vibe). The energy of one individual has an effect

• n the entire team; therefore, negativity must not be allowed.

Although it is understandable that life has its ups and downs, we have to remember that we are a team and each individual’s mood affects everyone else. For example, behaving selfishly is neither professional nor respectful. Our members and our clients deserve a great atmosphere. If you cannot smile, it is a good rule of thumb to take a day off until you can!

— Remember that there is only one instant remedy for fear: a SMILE.

— Caution: If you can’t smile, please seek immediate assistance

(Communication) and take a day off!

— The graphic above shows the building blocks upon which Semion

• perates. As you can see, there are no clear lines or step-by-step

instructions since we are all adults and responsible for our own actions.

— Even though we are all unique individuals with differences, we have to put

aside those differences and become ONE at Semion. Just like in human anatomy, where all the internal organs (heart, liver, etc.) are different, they have to work together in harmony for the human to live.

— Remember that there is no cooperation without communication. In other

words, communication precedes cooperation. One must communicate to understand and to be understood. There are two types of communication: verbal and non-verbal. Gossiping defeats the whole purpose of communication, and is therefore strongly discouraged.

— Once communication has taken place, the next step is cooperation (a

fancy way of saying “let’s help each other”). At Semion, we expect this from everyone on the team. Here are a few examples:

Ø Yari has finished a haircut but does’t know how to shave the face, so

she asks Roman for help.

Ø Jeannette has finished a haircut and asks Sonja to perform a hair color. Ø Roman inputs hours for people who constantly forget to clock-in and

• ut, saving people’s hours at the cost of a few seconds.

Ø Sonja asks Yari to work her shift due to unforeseen circumstances. Ø A million other situations similar to those above.

— Quite honestly, we cannot stress enough how CRITICAL these two factors

• are. The bottom line is that we must be united.

— “Limitations live only in our minds. But if we use our imaginations, our

possibilities become limitless.” In other words, do not get comfortable with your current skill level. Always be open to learning different techniques.

— At Semion, we require each individual to go through a training program

and to maintain a certain set of tools. The training program and the tools will provide you with a solid starting point to improve your quality and

• efficiency. (We know what you are thinking: “I don’t need any training or

new tools. I have been doing this long enough!” This is normal since the first stage of reaction to unexpected news is denial; it functions as a buffer after people receive unexpected or shocking news.)

— Let’s save time and accept the fact that we are not perfect and that there is

always space to improve ourselves. Now we can begin.

vTools: vBGRV vMetal Blades 1, 1A, 1 ½, 2, 3 ½, and 3 ¾ vAndis Master vAndis Liner vAndis Shaver vBlowdryer

— Training:

vOpen Mind

— Maintenance:

— Your haircut quality and speed strongly depends on the functionality of your

tools.

— Borrowing tools for few days is understandable but borrowing for a month is

problematic as we get complaints that someone broke their tools, did not return, or it got lost.

— Tools that pull hair, cut the skin need to be adjusted or replaced. — Our clients are paying high dollars and need not endure discomfort during a

haircut.

— Ideas: On how to improve functionality of our tools?

— In the spirit of individualism, no one is required to wear a black and white uniform. But

with freedom comes responsibility. Building from respect and professionalism, we have to remember that we are in the “beauty” industry. Our customers trust us with their

• appearance. Now consider for a moment: how can a customer trust someone with their

appearance when that person’s own appearance is poor?!

— Good judgment is a good start, but here is a quick checklist to guide you along the way: — Hair is done (not oily and/or messy). — Dress modestly. — Odor barometer. — You smoke, life is tough! Make sure client does not know what brand of cigarettes you

are smoking!

— If you do smoke, please do not smoke at the entrance. — If you have any questions always feel free to talk to anyone to clear out any

• misunderstandings. (Communication)

— Now that we have covered personal appearance, let us cover another

type of appearance: the shop appearance. No single person is designated to keep the store clean; everyone is responsible. That means that everyone has to help each other during and after business hours to clean.

— The most recent review from a client:

— Common Sense Example 1: — Sonja is cutting hair while a line of people stand waiting. Roman is

sitting playing with his phone. Therefore, Roman has to sweep after Marisa so that Marisa can take on another client instead of spending time sweeping the floor. Sweeping after each other is a win-win since Marisa would do it for Roman if the situation were

• reversed. (Cooperation)

— Common Sense Example 2: — There are 2 people closing after a busy day. It would be smart for

all 2 to help each other clean rather than have 1 people cleaning and 1 person pretending to be innocently ignorant. (Cooperation)

— The end result has to be that our store is clean at all times. After all, would you

like to visit a place that is dirty?

— There are no limits to what can be done, but here is a checklist to give us an idea: — Entrance is clean. — Front desk is clean. — Lollipop sticks, empty water and coffee cups trashed. — Waiting area is clean. — iPads are clean — Floors are clean (especially during the winter season). — Towels are washed, dried, and properly folded. — Have a minute to sweep? Then sweep after everyone. — Clean your station thoroughly after each shift. — “Totally” clean your station before you leave for the weekend and/or vacation. — Don’t wait to be told.

— The theme of Semion Barbershop is “FOR ALL,” which should also be reflected in the

TV we watch and the music to which we listen. Once again, let us review the definition

• f freedom: One’s freedom ends where another’s freedom begins. When it comes to

music and television, foul language and explicit content should be avoided at all times as we have children and other individuals who might find it offensive. Furthermore, music should consist of a good mix. The volume level should be adjusted during the day: 27 in the early morning hours and 30 as the day progresses. As the shop gets busier the volume level should increase accordingly. However, it should not reach a level where two people can hardly hear each other speak. (Good Judgment)

— During business hours, we should have three types of programs on television: —

• 1. Sports Channel: 35

—

• 2. Cartoons (for Kids and Semion): 31

—

• 3. Business News Channel: 49

— If we have a big sporting event, then all of the television sets should stream the event

with sound.

— If you are scheduled to open please arrive at least 30 minutes before to prepare the shop to be

• pened. Other unforeseen events can and do occur.

— Soul Search Checklist must be completed and signed to prevent inconsistency due to memory

failure.

— Call-Ins: — Answer the phone with: “Semion Barbershop….. this is [your name]. How may I help you?” in

a clear and audible voice.

— Our customers will ask if they can get a haircut? — Ask them what time? — If they ask for a specific barber and the requested barber is available at that time, then we can

reserve that spot.

— If that time is not available, then we should offer the closest time slot available. — If that barber is not available on that date then kindly offer another barber. — Remember that unless it is a color, reservations can be made 5 days before or the day of the

• service. In other words, if today is February 15th then we can book to February 20th i.e. 5

days.

— Online Booking: has decreased our call-ins by 15 percent and still growing hopefully it will

increase 50+ percent in the future so won’t spent too much time answering phone calls.

— How can each and everyone of us help with getting our clients using online booking system. — After you finish the haircut let them know that we have added a new option to make an online

• reservation. That should decrease amount of phone calls, spelling errors, and other confusion.

— Walk-Ins: — We are open for both walk-ins and reservations. When we have a customer that walks in, we put

him/her in the proper order using the first in-first out principle. We do not skip customers. Please make sure that customers do not overlap with each other. Also be aware that some customers do not walk to the front desk to check-in, so don’t be shy – walk to them and ask them if they would like to get a haircut. Importantly, DO NOT ask a customer who has just walked in IF HE/SHE HAS CALLED AND MADE A RESERVATION (by doing so you just indicated that we

• nly take reservations). Ask instead if he/she would like to get a haircut. The customer will then

TELL YOU if he/she already made a reservation.

— RIGHT MESSAGING IS CRUCIAL

— Requests — Our customers have the right to choose any barber, cosmetologist, or stylist. It is

a reliable indicator that you are successful! But if the customer does not have a preference then we take turns.

— Color Reservations: — Most, if not all, of our customers are busy individuals for whom it might be

difficult to find the time to get a haircut. Therefore, we offer reservations as an

• ption (call-ins and online booking). The ability to reserve a spot is especially

important when it comes to services that take more time (i.e. color). We must make reservations for color at least one day in advance. What happens if the customer did not reserve a color at least one day in advance and is at the front desk asking for a color? We do our best! Remember if a customer has scheduled a color appointment be sure to acquire their contact information in case our colorist is not able to make it on that day.

— We Take Turns: — In the spirit of fairness, we require everyone to take turns when it comes to

customers who have not requested a specific barber or stylist. Remember: Semion is about positive energy and respectful competition. Wait your turn and respect the turn of other team members. If someone took your turn please “respectfully” let them know. But above all, it your responsibility to be aware of your turn. Do not wait for someone to tell you! Your financial stability is in your hands.

— Ask For Help: — We are a team. That means although we work together, we cannot read each

• ther’s minds. So whether it is a haircut that you need help with or need

someone to sweep after you because you are busy and you have 5 tons of hair under your chair or you need hot towels prepared, please ask for help. But be sure to do so with respect and don’t abuse it. It is not a one-way street. You help and in turn you will be helped.

— If our sign is on and it is 1 minute before our closing time and a customer walks

in, we do not make a rude face or a “I am doing you a favor” face. We provide the service because that person has chosen us and was at the shop during the regular business hours. Sometimes a customer drove straight from the airport to get a haircut. Other times a family from out of town was attending a wedding and needed their haircuts, or a person had an interview the next day and needed an urgent haircut. These people appreciate us being there for them and will tell

• thers about us.

— Furthermore, we do not close 15 minutes or 1 minute earlier than scheduled

unless there are severe weather conditions or holidays. It could be very frustrating for our customers to visit us during business hours and find us closed.

— Soul Search Checklist must be completed and signed to prevent inconsistency

due to memory failure.

— Should a customer ask for a re-do, it is not the time to feel superior over another

• r to make another person embarrassed. Instead, it is the time to accept one’s

challenges, understand how to do it better next time (i.e. listening, technical, etc.), and appreciate team support!

— Since we are all ONE, we will not deduct any commission from the barber/stylist

who had a re-do. Also, we do encourage for re-do to be completed by the original stylists.

— With opportunity comes responsibility, therefore one must do his/her best to

make sure that he/she provides the utmost technical quality in addition to great customer service.

— Furthermore, EVERYONE should make sure that no customer has walked out of

• ur shop with a low quality haircut! If you see that the haircut is bad, then you

should take upon yourself to fix the haircut. On the same note, if you as a barber/stylist are having difficulties, please don’t hesitate to ask for assistance. The bottom line is that our customers should not leave us with a poor quality

• haircut. Unlike other purchases, haircuts are visible products and effectively act

as our best advertising. Imagine a person who got a poor quality haircut. That individual likely will not come back (we’re lucky if he/she does), and he/she will also tell others not to come to us!

— We are not afraid to sit the client back into the chair to correct the haircut.

Guaranteed Quality Remember when you give a service to a client, this client has to walk out with a great haircut!

— Semion Cut: A basic haircut. Includes a hot lather, straight razor neck shave, and a

complimentary shoulder massage at your request.

— Buzz Cut: One clipper size all over. Includes a hot lather razor neck shave. — Teen Cut: Any haircut for our 13 – 19 year-old customers. — Kids Cut: Any haircut for our 12 year-old and younger customers. — Face/Head Shave: Classic straight razor shave with hot towel, massage, and oils. — Long Layered Cut: Any layered haircut, with hair length at the shoulders or longer. — Short Layered Cut: Any layered haircut, with hair length above the shoulders. — Shampoo: to wash the hair. — Beard Trim: regular trim. — Neck Clean-Up/Line-Up: Touch-up in between haircuts. — Color Services: All over, highlights, lowlights, custom color techniques and grey

• blending. (Reservations encouraged).

— Wax: Wax

— At-Will Employment — Colorado follows the legal doctrine of "employment-at-will" which provides that in

the absence of a contract to the contrary, neither an employer nor an employee is required to give notice or advance notice of termination or resignation. Additionally, neither an employer nor an employee is required to give a reason for the separation from employment.

— Breaks and Lunches — If your shift is 5 hours or longer, then you are allowed a 30-minute lunch break in

addition to a 15-minute break for the first 4 hours and another 15 minutes for the second 4 hours. In other words, if you work a full 8-hour shift, you are allowed one 30-minute lunch break and two 15-minute breaks. Lunch breaks for more than 30 minutes must be approved by the management.

— Time Clock — It is your responsibility to clock-in and clock-out. If you have made a mistake you will

have a chance to correct it. You must submit time corrections on Monday of the payroll week. Yes, Yes, Yes, even if you make commission state law requires you to clock-in/out.

— Payroll — Payroll is done on a bi-weekly basis and you will receive a paycheck

every other Friday. We offer two options:

— 1. Check (not preferred). — 2. Direct Deposit (preferred) since we want to be paperless. — Furthermore, you will be assigned a username and a password that will

allow you to access paystubs online (paperless) at your convenience.

— Tip Reporting — It is a law to report tip wages to your employer. Tips include both credit

card and cash tips. Every payroll period you will be provided with FORM 4070 which must be fully completed and left in the Tip Reporting Folder to be processed. If you have questions on how to complete it please feel free to ask.

— Holidays: — We will be closed for business during the following days without

compensation:

— New Year’s Day — Easter — Memorial Day — July 4th — Thanksgiving Day — Labor day — Christmas Eve (will close early) — Christmas Day — New Year’s Eve (will close early)

— Fair Scheduling — Everyone will: — Open — Close — Mid-shifts — Work busy days — Work weekends — Your requests affect everyone else! So be fair and help others when they

need schedule changes.

— Short notice switch: one can only switch with someone that has

comparable skill level i.e. women cuts, shaves, speed, etc…

— Vacation: — Semion provides paid vacations as we understand that life-work balance is an

important aspect of a healthy environment. Eligible full-time employees that have stayed with the organization for over 1 year are eligible for five paid vacation days per year. We have to make sure that the vacation does not interfere with the shop schedule, so please let us know of your plans at least one month in

• advance. Your plans must be approved by the shop coordinator. Two members

will not be able to have a vacation during the same time period. In other words,

• nly one member can take a vacation during a specific period of time. Unused

vacation days will not rollover from year to year!

— Please complete the Time Off Request Sheet. It is not guaranteed until it is

approved so do not buy tickets or hotel reservations prior to approval.

— Upon termination, any unused vacation days will be compensated at your

regular hourly or the average rate.

— Our team based on trust towards each other.

— We ring out each others haircuts — Handles each others tips — Leave our possessions in the shop

— Thus, we have to do our outmost to protect EVERYONE from those

that abuse trust.

— Since tips are earned by you! — You haircuts contributes to your commission. — You paid for your valuables. — In other words, when you come to work that last thing you need to

think about is that someone might steal from you.

— Asset Misappropriation is any scheme that involves the theft or

misuse of an organization’s assets.

— Examples include: — Stealing cash and other assets as they come into an organization.

— Receiving cash for the service and not running it through the cash register. — Receiving cash for the service and not depositing the full amount of the

service provided (taking the rest as a tip).

— Voiding a service and pocketing the cash.

— Stealing cash, inventory, and other assets on hand.

— Taking cash out of the cash register. — Taking a product without paying for it. — Misuse of computers, iPads, or other assets within the organization.

— Being on the clock while not at work. — Taking more than two fifteen minute breaks — Falsifying time correction sheet — Clocking back after a 30 minute lunch and leaving for

more time.

— It takes a significant amount of time to gain trust, but to

lose trust all you need is an instant.

— We are an organization that is based on integrity, and fraud

• f any type will not be tolerated.

— Possible Consequences:

— Immediate Termination and/or — Civil and/or Criminal Prosecution — The message should be unmistakable that this type of

behavior puts each and everyone of you at risk. Thus, we will protect everyone from this type of behavior. One might gain $100 but at the same time lose a job, reputation, and potentially be persecuted. After all, there are cameras and witnesses.

— Lateness and Absence: — Part of being professional is being responsible. If you are running late due to

unforeseeable circumstances, please call the shop and let us know. As you know, we make reservations 5 days in advance. This means that if you are late

• r absent, we must apologize to customers and reschedule them to a later

time or date. We find it embarrassing to talk about being on time (we are adults after all). Don’t be late!

— Talk-Time: — Can anyone guess what this means? We do not like using the word

“meetings,” and we certainly don’t like having to sit through them. What we like to have is a discussion when all of us get together and when we have something important to share. Otherwise, we see no point in having a meeting for the sake of meeting. But once a month, we expect everyone to attend and be ready to contribute.

— Cell Phones: vThey are an important part of our lives and we respect them, but we have to

understand that customers are our number one priority.

vExample 1: vRoman is on his cell-phone talking to his facebook “friends” and a customer

walks into the barbershop.

vCorrect response: Roman leaves the phone immediately to greet the

customer.

vImproper response: Customer is waiting for Roman to greet him/her since he

is busy with his imaginary friends.

vBottom Line: Our purpose is to serve our clients and it is very disrespectful

when a client has to wait for us to greet him/her while we are on the phone,

• n the internet, reading a magazine, etc…

Please See: Cell-Phone Policy for more information!

— Professional Products (Backbar): — Semion Barbershop provides:

— Shampoos — Conditioners — Gels — Hair Sprays — Color products — WE DO NOT TAKE AVEDA FROM THE SHELVES

— This has a dual-purpose: first to use a product appropriately on our

customers, and second to suggest (not force!) it to our customers.

— Services Within: — Providing services within an organization (member to member) is

part of building strong relationship. However, it must be done in a way that is not disrupting anyone from a work shift. Please arrange it during a day off or another time instead of during your

• shift. No color products for personal use.

— Services Within:

— The same rules apply if we provide services to a family member who is not

paying for the service. In other words, if you are on the clock or more importantly there are clients in the waiting area then it is absolutely

• inappropriate. Please make arrangements before, after, or on the day-off.

— This handbook is not static, but will evolve over the years.

Nevertheless, the founding principles will always remain. The world is a dynamic place and we must remember that at all times. Some of the guidelines mentioned in this book might be changed, others deleted, and new ones could be added.

— 1. With freedom comes responsibility! — 2. One person’s freedom ends where another person’s freedom

begins!

— 3. Don’t confuse kindness with weakness!