Management Practices

Eric Fisher's Three Non-Negotiables

Stacey Soble | March 17, 2014 | 8:34 AM

Eric Fisher's Three Non-NegotiablesIn every business, there are team members who represent the first contact with the guest, either by phone or in person. How the guest feels about the business is often based on how these team members answer the phone or greet the guest.

“Guest Services” is the first and the last contact for the guest. Guest Services employees are the heartbeat of the salon. The gatherers of information. The purveyors of good will and great feelings.

Guest Services Representatives are our gatekeepers. They can be positive facilitators who say, “Yes, let me what I can do,” and “What would you like?” Or, they can be obstructionists to hospitality by saying “No,” “Maybe,” “I can’t,” “We’re booked up,” and “Sorry.” Positive facilitators check and double-check to make things happen right. They never tell the guest what they can’t do, only what they can do. They make people feel good, regardless of the outcome.

Eric Fisher's Three Non-NegotiablesThree Non Negotiables for Guest Services

ONE: Smile and make eye contact with every guest—even if you’re on the phone

TWO: Use the client’s name at least 3 times.

THREE: End every conversation with “Is there anything else I can do for you, (insert name)?”

A world renowned hair stylist and industry innovator, Eric shares his time between Eric Fisher Salons, and Eric Fisher Academy in Wichita, Kansas, and traveling with Aquage as a platform artist and educator. Eric recently founded Prosper U. Prosper U is a Business Training Program designed to educate beauty professionals and future professionals. The program is a complete guide on how to be a success in the beauty industry. It combines Eric’s 30 years of knowledge into fun and easy-to-learn lessons. A master of his craft with a rare combination of artistic and business leadership, Fisher is known for his legendary service and wearable hair styles. Here, Fisher gives us a sample of his book, Enlightened Hospitality. Learn about and shop for all of Fisher’s books and CDs at

Learn more about Eric Fisher at,, and

More from Management Practices

Management Practices
Management Practices

Dos and Don’ts When Communicating with Upset Guests

July 31, 2018

They say the key to every great relationship is communication – and handling a guest complaint is no different. It’s not ideal to have to communicate with an upset guest, yet we’ve all been there and it’s likely we’ll be there again someday. Here are the dos and don’ts to keep in mind to help you successfully communicate with upset guests.

Management Practices @vanessapalstylist cutting a precision bob hairstyle. 
Management Practices

SALON TODAY RECOMMENDS: Strategies for In-Salon Education & Minimizing Stylist Turnover

Lauren Salapatek | May 4, 2018

What kind of continuing education do you have at your salon? Are you inspiring your employees to reach their full potential? This month Aveda Means Business covers topics from in-salon education to minimizing stylist turnover. Learn some ways on how to attract stylists who are passionate about the business and who will fit in with your salon’s culture.

Management Practices Sponsored by L'Oréal Professionnel

OWNER TO OWNER: The David Rios Salons’ Secrets to Providing 5-Star European Service for the Country’s Most Demanding Clients

May 2, 2018

Many of the country’s most brilliant, talented and powerful people live and work in the Georgetown neighborhood of Washington, D.C. They’re politicians, diplomats, attorneys. Also professors and students at the nation’s top universities. So, if you’re servicing these people in your salon, you had better be at the very top of your game.

Load More