When I started at Hair Direct a few years ago, there was one team of hair techs. We handled
hair orders, product orders, and even did some finishing and repair work on the
hair systems here at the office.
As the company grew and added tons of products in our online store, we realized that we needed to have smaller
teams of hair techs that could specialize in specific areas of hair replacement. To support that
growth and change, we divided up into these specialized teams: support techs,
finishing center techs, retail techs, and sales techs.
I'm part of that last group-sales techs. But what exactly is
a sales tech and what do we do every day?
Simply put, sales techs specialize
in all the products we have in our store and help new clients get started
ordering from Hair Direct. We spend our day answering clients' questions by
email, phone, webcam and even LiveChat. The
biggest part of my job, however, is problem
solving with our clients.
A sticky subject
Today I spoke to a client that was having a lot of trouble
getting her system to remain firmly attached.
Overall her attachment was pretty strong, but she just had this one
pesky spot that kept lifting within a few hours of bonding, and the Ghost Bond adhesive
would be very gooey and white in that area. We spent a bit of time discussing her removal, preparation and
attachment routine to make sure the proper products and procedures were being
used. It sounded like she was doing everything properly, and there wasn't
one thing that really jumped out as the cause of the problem.
There isn't much that I dislike more than not knowing what's
causing a problem, or how to solve it! So, in cases like this, I work together
with the client to form a bit of a plan of action and help her determine what
may be causing the lifting.
We talked about using red liner tape on the poly for easier clean up, and
also realized that this will help us more quickly determine if the lifting is
coming from the base of the unit or from her scalp. If the red liner stuck to the base of the unit and the unit lifted, it would
be safe to say that there is an attachment problem. If the tape did not
stick to the base of the system, it was definitely an issue with residue being
left on the system. Since one of the main culprits of early lifting is residue
on a base, we discussed not only washing the base with Dawn, but also the possibility of having
conditioner residue on her hands when prepping the base for attachment.
If the tape stuck to the base, we knew that there had to be
a problem with the way that the Ghost Bond was curing in that
area. This could be an issue of there being an overactive sebaceous gland in
that area, or just an area where the adhesive was being applied too thick. We
discussed alternative adhesives and scalp prep products to try that may work better
with her body chemistry in that area. We also talked about the fact that with Ghost
Bond, it is very important to use only very
thin layers of adhesive, or the bond may not cure properly. To me, it
sounded like this very well may have been the culprit. After our conversation, we still may not have
known exactly what was causing the lifting, but she did know what steps to take
to get this problem fixed! Hopefully she'll get back to me and let me know what
Lost in space
The same day, I spoke to a client who had placed an order
with us a few weeks ago. He had paid for expedited shipping through the postal
service, and a week later, still had not received his package. When tracking the package, it was noted that
the order had been delivered, but he did not receive it. I know how frustrating
this can be, as I have had to deal with quite a few problems receiving packages
through multiple couriers in the past, so I definitely wanted to help get this
straightened out! I made what I thought
was going to be a quick call to USPS customer service...30 minutes later I found
out that there was nothing that they could do to try and locate the package
until it had been in their system for two weeks. Two weeks?! They had paid
to receive the package within a few days! I worked with our shipping department
to find a solution, and after doing a bunch of research, we decided to reship
the order (although this is not something that we can do at all times), putting
trust in the client to return the original package if it was located or
delivered at a later time.
New and overwhelmed
Later, I also spoke to a client who had just placed their
very first order for a system. Being brand new to all things hair replacement,
all of those items in our store left him not knowing where to begin. He had sensitive,
oily skin, and was afraid of ordering the wrong items. I can understand how
this can get overwhelming; I have trouble making a choice from a big menu! We took some time to discuss not only his
skin, but also his lifestyle (he goes to the gym 5 times a week, where can I
get that motivation?!), the type of base that he is using, the hold that he is
hoping to achieve, etc. We went through every step of the de/re process,
and put together a good order full of Stick It Tape, Top Guard Adhesive, Ghost
Bond XL, Ultra Safe Adhesive Remover, Blue Max Sealer, and plenty more. Of
course, he understood that there is going to be a good bit of trial and error
in the beginning, to find what works best for him, but he had a jumping off
point to start from.
Every day is an
Needless to say, it can get pretty busy here in our office.
Although we answer similar questions throughout the day, no situation or day is
exactly the same. I love speaking with all different types of
people, and nothing beats the feeling you get when a client you helped get
started in their hair wearing journey calls to tell you how much it has changed
their life for the better. Some days can even be exhausting, but I wouldn't
trade it for the world!
If you need help or
have any questions at all related to hair, products or maintenance, give us a
call, leave a comment below, or hit us up in the Community.
That's what we're here for and we love to help!