OTC Beauty Magazine - December, 2019

60 Feature

Tae H. Jhin and OTC Beauty Magazine Awards

There are tons of new products hitting the market, many of which are electrical tools from your favorite brands. From clippers to flat irons, there are all sorts of new technologies and product editions to consider for your inventory. AT OTC

20 Knowledge To Know Understanding the Use and Misuse of Hair Conditioners

By Dr. Edward Tony Lloneau

When recommending conditioners for customers with damaged hair, you have to determine where the damage is and what possibly may have caused it. Products that claim to grow hair are generally useless for that purpose. No topical product that boasts stimulation and hair growth has been proven to achieve that to the satisfaction of the U.S Food and Drug Administration and the Federal Trade Commission. However, they are not harmful and may improve the condition of existing hair. Learn more about how to properly use hair conditioners.

22

Gold Series from Pantene

It’s that time of year again! As it gets cold outside and your customers break out the blankets and sweaters, it’s also time to give their hair more moisturization. When the air gets brisk, the hair can get brittle. Gold Series from Pantene has the ultimate product for much-needed hydration for various textures and hair types.

Holiday Hair Love

• Natural-looking results • Deep conditioning gray coverage

26 Business Tips

Build Robust Customer Relationships by Taking a Proactive Approach

By Jill J. Johnson

While today’s sales process can appear streamlined and online, it creates complexities and confusion for consumers who have vastly more options in a global marketplace. The internet has blurred traditional sales territories because consumers can now search the world for the products and services they want or need. Finding the right one requires them to weed through many alternatives so they can make optimal purchasing decisions. Proactively building robust and trusting relationships with your customers provides opportunities to become their top advisor and go-to vendor. Anticipating potential customer service challenges will help develop a framework for resolving these issues in a manner that protects your customer relationship. Software applications and marketing automation also create opportunities for enhanced customer insight and relationship development.

32 7 Reasons to Put Golden Handcuffs on Your Best Employees

By Patrick Ungashick

High-performing employees are often the most valuable asset in most companies. Customers, products, technology, inventory, and many other assets come and go. A company that cannot hold onto its best employees, however, likely cannot grow. Yet ironically, few companies take any formal steps to minimize the risk of losing top employees. Sure, you pay your best employees well, and presumably have a great culture and work environment. But your competitors can offer the same incentives. To truly hold onto your best people, consider tying them to your company with handcuffs made of gold.

38 How to Win at Customer Service:

3 Strategies for Converting Customers into Brand Devotees

By Emily Safrin

When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown? Scarlett had called to resolve a mistaken charge on her phone bill, but what she thought was a straightforward question turned into a snafu with no solution in sight. Try as she might to explain the situation, she and the customer service representative couldn’t get on the same page. The two went in fruitless circles for half an hour before the agent finally announced starkly that she was applying a discount to Scarlett’s next three bills. The problem is, Scarlett wasn’t looking for money; she was looking for an answer. It goes without saying that no customer should ever be made to feel this way. So how do you make sure they don’t?

46 Beauty Ambassador

Styling Tools Beauty Ambassador

Great Hair Day, Everu Day

By Sara Reuda

Editor:

Korean

rlim@jinny.com koreannews@otcbeautymagazine.com

Art Director: Sam Choi support@otcbeautymagazine.com

Advertising & Sales Coordinator: advertising@otcbeautymagazine.com

Contributing

Columnists: Kenny

by Jessica De Vault Hale

EDITOR

New Year’s Resolutions

Is it just me, or has 2019 flown by? It seems like yesterday we were celebrating the start of the New Year, eager to try new ideas, launch new brands and take all of our businesses to the next level. As a store owner, chances are you too were eager to take the year by storm. Were you able to accomplish all of your goals?

If so, what would you do differently to guarantee your success? If this year proved to be profitable, what did you do to boost sales? Better yet, what was going on around you, your store and your customers to contribute to your store growth?

These are a lot of questions to consider and it may feel overwhelming to even think about such matters with the holidays still upon us. But I encourage you to take some time to really think about these matters. You can’t become better if you don’t take the time to examine the circumstances surrounding your successes and failures. You have to pick these moments a part and determine what can be improved upon, because every year we should strive to better ourselves.

Being proactive rather than reactive is the key.

While you’re contemplating the answers to these questions, take a little inspiration from your favorite brands who were recently honored with the Jinny Beauty Tae H. Jhin and OTC Beauty Magazine Awards on page 60. We acknowledged the brands that stepped up their marketing, creativity and development. Thanks to their desire to continuously improve, many of your favorite companies led the charge in product innovation and retail store trends.

You too can be a leader in the beauty supply store industry by looking inward, planning ahead and making your professional resolutions come to fruition. Cheers to a new and better year to come!

MARKET PLACE

Best Selling Beauty and Hair Care Products

This year has been a great year for innovation in ethnic beauty and hair care. Many brands created tons of new products that solve more of shoppers’ needs. This month, we chose to focus on some of the top-selling products and a few new ones that are sure to be popular at your stores!

Hair Gel

got2b ® Glued is a cult classic among lace front wig wearers and a holy grail product for those who like to lay their edges down. A little bit goes a long way with this gel. A small dollop of this clear gel will create Teflon styles and keep hair in place until it is washed out.

Conditioning Gel

Shine ’n Jam® Extra Hold is the perfect double-duty product. The moisturizing, non-flaking gel has a firm, nongreasy hold and is formulated with Honey Extract to help strengthen hair. Great hold, with added moisture for your hair? Yes, please!

Trimmer Blade

The beloved Andis T-Outliner is used by many barbers, so it’s key to keep the Andis T-Outliner Replacement Blade in stock. Made of carbon-steel, this blade stays dependably sharp. The close-cutting tool is an original replacement for GTO, GTX, and GO trimmers.

Growth Oil

Struggling with hair growth? The Sunny Isle JBCO Root Repair Hair Growth Oil Damage Reversal Formula can potentially rejuvenate your root follicles. The powerful blend of the most potent, all-natural ingredients infused with the most trusted hair growth ingredient –Jamaica Black Castor Oil - provides maximum growth, strength, and nourishment.

Moisturizing Heat Protectant

The Honey & Castor Thermal Moisturizer is the perfect way to nourish and protect your hair while heat styling. Applied to damp hair, this product uses carrier oils and natural ingredients to provide protection, inside out.

Hair Color

When your shoppers are looking for long-lasting hair color that will cover their grey stands, look no further than Bigen Permanent Hair Color. This powder formula is activated by water to deposit rich, natural-looking color – without hydrogen peroxide or ammonia. The results are brilliant shine and hair color that’s sure to last.

Styling Gel

Eco Styler Olive Oil styling gel is known for its effective hold and unique formula – made with 100% pure olive oil. This key ingredient can help the scalp regulate its moisturizing system and fight frizzy strands at the same time. The weightless gel always provides a superior hold and tons of shine.

Foaming Wrap

Fight frizz and protect hair during heat styling with the Softee Naturals Pure Shea Foaming Wrap Lotion. The pure Shea Butter and coconut oil are combined in this lightweight formula to serve as the perfect heat protectant and volumizer for your hair.

Hair Glue

It’s no surprise that the Salon Pro 30 Seconds AntiFungus Super Hair Bond Glue is a staple for many stylists. The anti-fungus glue is a patent-pending formula that has an amazing hold in record time and is an ideal choice for beauty professionals.

BEACH BABY LIGHTS

Style Cream

When your shoppers look for an opportunity to accentuate their curls, point them to Urban Hydration’s Honey Health & Repair Style Cream. The medium-hold cream is perfect for defining curl patterns by adding moisture and nourishment. The sweet vanilla bean and honey ingredients work together to repair the hair, while its Argan oil adds protein and moisture.

Hold Spray

When gel or glue is not preferred for lace-front wigs and weaves, the ORS Olive Oil FixIt Hold Spray will do the trick. Formulated with nourishing olive oil, castor oil and burdock root extract, this spray is designed to create a firm hold and nourish the scalp. Its keratin complex promotes strong, healthy hair and protected edges.

Edge Tamer

Even kids need smooth edges. Rather than use a typical edge gel, try a product that’s specially made for children. The Touch Down Kid’s Edge

Tamer is infused with Vitamin E, Argan Oil, Tea Tree Oil, Aloe Extracts, and Coconut Oil – ideal ingredients to treat your child’ edges with care.

Gold Series is the gold standard in moisture.

Created by experts who live your texture, this collection provides deep moisture and strengthens your hair from within. It works better because it’s made better.

RESPECT THE CROWN

Introducing the new Royal Oils collection, for long-lasting scalp relief* & luxuriously moisturized hair.

Knowledge to Know Gold Series from Pantene

LEAVE-ON DETANGLING MILK

It’s that time of year again! As it gets cold outside and your customers break out the blankets and sweaters, it’s also time to give their hair more moisturization. When the air gets brisk, the hair can get brittle. Gold Series from Pantene has the ultimate product for much-needed hydration for various textures and hair types.

Gold Series from Pantene presents the Leave-On Detangling Milk that your customers will love. This crème strengthens against damage, moisturizes and preps hair for styling by detangling and softening curls. Infused with rich argan oil, this crème smoothes the cuticle for easier combing and a moisturized look and feel.

TRUE TO YOUR TEXTURE

Whether your customers have natural hair that is kinky to curly, completely relaxed, or somewhere in-between, this crème helps to make the hair softer. Sulfate-free and dye-free, this creamy product makes styling easier and for healthier-looking hair with beautiful curly or sleek strands.

Gold Series is the gold standard in moisture. The Leave-On Detangling Milk is part of a collection of products from Pantene that is infused with rich argan oil that nourishes, maintains and protects natural, transitioning or relaxed hair.

A COLLECTION DESIGNED BY EXPERTS WHO KNOW AND LIVE YOUR TEXTURE

Developed by Black scientists and perfected by stylists, Gold Series from Pantene is a unique collection of hair care products designed especially for textured hair. Created with hydrating oils, Gold Series provides maximum moisture and nourishment for natural, transitioning, relaxed hair and weaves. The gold standard in moisture, this premium collection includes the Moisture Boost Shampoo, Moisture Boost Conditioner, Deep Hydrating Co-Wash, Curl Defining Pudding, Leave-On Detangling Milk Hydrating Butter Crème, Intense Hydrating Oil and Repairing Mask.

free and dye-free crème gives up to 72 hours of rich moisture for curly or straight styles.

The INTENSE HYDRATING OIL instantly absorbs into the hair for brilliant shine and moisture for strong, beautiful hair. The product seals the cuticle and helps heal fragile strands. It also strengthens against damage.

The CURL DEFINING PUDDING is a pro-vitamin enriched infused pudding that helps lock in moisture to define curls and reduce frizz. The lightweight formula leaves curls soft and bouncy and creates soft, defined curls with light hold.

The REPAIRING MASK is a water-activated repairing mask that penetrates moisture deep into the hair. It replenishes and helps restore hair health with strength against damage and manageability. It is paraben-free, sulfate-free, and dye-free for nothing but beautiful hair.

Using all the products together as a regimen will help to provide optimum moisture for every texture and beautiful styling. The collection is great for all textured hair types.

Stylist Tips:

Your customers can easily attain softer, more beautiful-looking hair. Begin with damp or dried hair. Apply 2 pumps of hair detangler to palm and rub in hands to emulsify. Smooth the cream onto hair from mid-shaft to ends, then finger-comb through evenly. Use a wide-tooth comb to finish detangling, and they’re ready to style.

Reviews:

Consumers have expressed and shared their delight with the Leave-On Detangling Milk. Here are some reviews to prove it:

“The best detangler I’ve ever tried.”

The MOISTURE BOOST SHAMPOO gently cleanses the hair to remove product buildup. The paraben-free cleanser hydrates rough cuticles with a rich, creamy lather that instantly softens and primes hair for styling.

The MOISTURE BOOST CONDITIONER moisturizes and strengthens hair from damage. Rich conditioning oils absorb into hair for brilliant shine. The paraben-free product detangles the hair for instant softness.

The DEEP HYDRATING CO-WASH gently cleanses and moisturizes hair for softness and manageability. This low-lather cleanser restores and protects the hair with strength against damage while protecting natural oils that are essential for hair health.

The LEAVE-ON DETANGLING MILK moisturizes, preps and strengthens hair against damage for styling by detangling and softening curls. Sulfate-free and dye-free, this creamy product smoothes the cuticle for easier combing and a moisturized look and feel.

The HYDRATING BUTTER CRÈME is created with a luxe argan oil that melts into wet or dry hair to soften hair and tame frizz. This sulfate-

“This is the only detangler I’ve ever tried that both did what it was supposed to do and felt comfortable being left in my hair. I have kinky, type 4c hair, and my hair is about two and a half feet long. It typically takes me an entire day to fully detangle my hair... well, this product cut that down to less than half a day, with only finger detangling.”

“Great scent”

“I used the Pantene Leave-On Detangling Milk last time I washed my hair and I really liked this product. I have very dry relaxed hair that gets kinda tangled in between relaxers. It left my hair soft and manageable and had a great scent that lasted.”

“Love this Detangler”

“I use this almost daily on myself and my little one. It works really well when combing out the fairly tight curl pattern that we both have. It smells good and doesn’t feel heavy or greasy. I will be purchasing more when we run out, which will be soon!”

All reviews from www.pantene.com

Give your customers the look they will love with the gold standard in moisture, with Gold Series products in a premium collection of shampoo, conditioner and treatments to help protect her hair and empower her personal styling.

Knowledge to Know

By Dr. Edward Tony Lloneau

Understanding the Use and Misuse of Hair Conditioners

When recommending conditioners for customers with damaged hair, you have to determine where the damage is and what possibly may have caused it. Products that claim to grow hair are generally useless for that purpose. No topical product that boasts stimulation and hair growth has been proven to achieve that to the satisfaction of the U.S Food and Drug Administration and the Federal Trade Commission. However, they are not harmful and may improve the condition of existing hair. Vitamins that are blended to enhance and promote healthy, natural hair growth, are a better choice. This is because the hair root (papilla) grows from the bloodstream, and vitamins go directly to the source of hair growth. If hair loss is straight from the scalp (indicated by a white bulb on the end that came from the scalp), this is caused by a medical condition that can only be diagnosed and treated by a doctor or dermatologist. If the breakage is somewhere in the hair shaft (above the scalp), this can be corrected by a series of conditioning treatments. If the damage is from the ends, this can be fixed by cutting the ends below the split.

relaxer, tint, bleach or cold wave. You do a preliminary check of the hair and determine it has too much damage to undergo the treatment safely. You then decide that it would take at least three professional conditioning treatments (such as a steam cap or protein treatment). You start the first treatment that very day and schedule the patron to come in on Wednesday for another treatment. You then tell them to come back Thursday for another, and then, to allow the hair to return to normal, you schedule them to arrive on Saturday for the requested service.

It is essential to understand that split ends cannot be repaired. However, they can be sealed temporarily with products that are designed for that purpose. But this does not solve the problem, because when the hair is shampooed, the split will reappear and continue to split further down the shaft until it breaks off, forming another split at that point. This is why people think that their hair is not growing because the breakage is occurring at the same rate as the growth. But if a person has hair, it is growing; otherwise, there would be no hair at all.

How Conditioning Treatments Can Damage and Destroy the Hair

It is probably hard to believe that hair can be damaged or destroyed by using conditioners intended to repair and rebuild the hair, but they can, if not used properly. For example, let’s say a patron comes into the salon on a Monday requesting some hair rearrangement treatment such as a

Meet Dr. Edward Tony Lloneau

Up to this point, this may all sound logical, but this is totally devastating to the hair because, by the time you complete the third treatment, the hair will probably be in worse shape than when you started on Monday. The reason is that heat treatments like this are effective is because the trapped moisture under the plastic cap causes the hair shaft to expand to receive the conditioners. It takes all of five days for the structure of the hair shaft to close and return to normal (stabilize). If you reapply these types of treatments to the hair any closer than five days apart, you are allowing the hair shaft to remain open before the next treatment, causing the hair to become overly soft and porous. This could result in the hair becoming mushy and unmanageable. In other words, you will subject the hair to a condition that would be equivalent to cooking spaghetti at a full boil for two hours.

Correct professional application of conditioning treatments should be spaced at least five days apart and no longer than 10 days apart. This ensures that the hair can stabilize and return to its normal texture before you reopen the hair shafts for further treatments. So if the patron came in on a Monday requesting service for Saturday, you would be wise to decline giving that service while the hair underwent two to three weeks of hair reconstructing treatment. Do not continue with the rearrangement procedure for at least five days after the last treatment.

Dr. Edward Tony Lloneau received his doctoral from the National Beauty Culturist League (N.B.C.L.) and was sanctioned through Howard University in Washington, D. C. in 1985. Lloneau attended the institute as both a student and instructor. His specialized field of study is Trichology as it relates to ethnic cosmetology. He has written several books on this subject and has authored many articles in trade magazines drawing attention to some of the pitfalls and professional related problems that ethnic cosmetologists and students encounter on a daily basis. To obtain a copy of his book, “What the Text Books & State Boards Ignored in Regards to Ethnic Cosmetology,” contact Dr. Lloneau at liquidgoldbondng@aol.com or call 310-283-7118.

Hydrating Curl Serum

By Jill J. Johnson

Build Robust Customer Relationships By Taking A Proactive Approach

While today’s sales process can appear streamlined and online, it creates complexities and confusion for consumers who have vastly more options in a global marketplace. The internet has blurred traditional sales territories because consumers can now search the world for the products and services they want or need. Finding the right one requires them to weed through many alternatives so they can make optimal purchasing decisions. Proactively building robust and trusting relationships with your customers provides opportunities to become their top advisor and go-to vendor. Anticipating potential customer service challenges will

help develop a framework for resolving these issues in a manner that protects your customer relationship. Software applications and marketing automation also create opportunities for enhanced customer insight and relationship development.

Team Efforts Build Strong Customer Relationships

The most successful salespeople develop strong and lasting relationships with their customers. They focus on solving problems, not just making a transaction. They become an advisor their clients rely on for accurate

information and solutions to address their needs. They are responsive and do not leave their clients hanging for answers. With this approach, you can anticipate opportunities for your customers and present new ideas when your customers are most likely ready to consider them.

Successful sales and marketing team members work closely together to create synergies among all the communications being used to connect with customers. Production and service teams must also work in sync with sales to deliver the quality order that has been promised the customer. There is nothing worse for the client relationship than a sales person making a promise that production cannot honor. In most organizations, the production or manufacturing divisions are siloed from sales. Each has their own metrics by which they are evaluated and there is often little communication among them. When that happens, the entire customer relationship can be at risk.

Enterprises that effectively calibrate and coordinate their ability to supply goods and services the customer demands will be the most successful over the long-term. They minimize waste and scrapped inventory because they are creating specific products their customers want and will buy. Sales relationships that have been strategized throughout the enterprise provide the best opportunities for gaining accurate customer intelligence on product specifications and anticipated sales volumes. The same things hold true for those selling services.

at risk. It may be a missed delivery, inferior product quality, service glitches or price-points that are too high. When this occurs, it can be easy for everyone to assume that the relationship will resolve the issue. But when it does not, everyone must remember that business is business. The personal relationships developed with care over time can vanish when suppliers make mistakes. Both parties have their own jobs to protect and their own internal political challenges.

Often the best approach is for a vendor to operate on a “No Surprises” basis with clients. When they know there might be an issue with service or delivery, the sooner they alert the customer the more options they have to maintain the trusted relationship. Understanding the latitude and flexibility you each have when there is a problem can move you faster to finding a resolution. Perhaps it is offering a price discount for accepting some reduced quality options or including additional merchandise in the order to offset the inequity. No matter what, your client problem needs to be resolved effectively before it becomes a social media nightmare or results in the loss of a major revenue stream to your enterprise.

Effective Client Relationship Management

Building and managing relationships with your prospects and key referral sources requires effort. It is more than simply having them on your mailing list or emailing them newsletters or updates. More personal and consistent one-to-one relationships are a must in achieving your mutual goals.

Maintaining Customer Relationships Requires Trust

When working with clients who have a long-standing relationship with your organization, it can become easy to take them for granted. Personal relationships often develop among the various parties on both sides. Frequently this evolves into a high trust relationship.

When there is a glitch in service or delivery, client relationships can be jeopardized. Clients make buying decisions based on trust. If something significant interferes with the trust relationship, the entire account can be

You have to move from passive order-taking to developing a customer relationship focused on knowing their interests and requirements. Then match your outreach and communications to move them through their decision-making cycle. Reassess your prospect management to determine if you are relying on stale efforts that do little to move the sale forward or deepen your relationship.

Years ago, sales people tracked customer information on index cards. Today, robust Customer Relationship Management (CRM) software has

been a game changer in managing interactions with current and potential clients. CRM integration with email marketing applications can enhance sales productivity and offer options for customer personalization.

Leveraging your CRM tools helps you stay on top of customer follow-up. This requires an investment of time in capturing information into the system. Once you do this, you can take advantage of opportunities to use its robust capability for data capture and market segmentation options. These efforts will help you more effectively manage your client relationships and provides options for efficient and appropriate outreach.

Final Thoughts

Take time to review the effectiveness of your approach to customer relationship management. Don’t take your client relationships for granted. Just like any relationship, they need to be nurtured to be preserved and grown. Actively managing your customer and prospect interactions creates more opportunities for engagement. Each engagement takes you one step closer to closing another sale or selling a bigger deal than you can currently imagine. Being your customers’ subject matter expert, anticipating their needs before they do and doing their homework for them is essential to successful and lasting customer relationships. Improving your customer’s experience will build word of mouth about your effectiveness as a true sales professional – rather than just someone who manages transactions.

Meet Jill J. Johnson

Jill J. Johnson is the President and Founder of Johnson Consulting Services, a highly accomplished speaker, an award-winning management consultant, and author of the bestselling book Compounding Your Confidence. Jill helps her clients make critical business decisions and develop market-based strategic plans for turnarounds or growth. Her consulting work has impacted more than $4 billion worth of decisions. She has a proven track record of dealing with complex business issues and getting results. For more information on Jill J. Johnson, please visit www.jcs-usa.com.

By Patrick Ungashick

Reasons to Put Golden Handcuffs on Your Best Employees

High-performing employees are often the most valuable asset in most companies. Customers, products, technology, inventory, and many other assets come and go. A company that cannot hold onto its best employees, however, likely cannot grow. Yet ironically, few companies take any formal steps to minimize the risk of losing top employees. Sure, you pay your best employees well, and presumably have a great culture and work environment. But your competitors can offer the same incentives. To truly hold onto your best people, consider tying them to your company with handcuffs made of gold.

“Golden handcuffs” is a generic term describing a wide range of programs that share one core purpose—to incentivize top employees to stay with your company for the long term. There are many types of

programs: incentive compensation plans, stock options, phantom stock, stock appreciation rights, synthetic equity programs, share bonus plans, and more. Making things even more confusing, each of these types of programs have variations in their design and operation. This complexity makes it difficult to approach these programs and select a plan design that best fits the situation. However, learning about golden handcuffs programs is worth the effort. They offer a unique combination of advantages and benefits that can help your company reduce risk, propel growth, and maximize value at exit.

Companies that design and implement effective golden handcuff plans can accomplish the following seven important outcomes:

1) Reduce risk that top employees leave prematurely or unexpectedly. Golden handcuff plans accomplish this by offering

a future compensation payout that is partially or completely forfeit if the employee should terminate employment prior to an agreed-upon date (such as retirement age) or an event (such as the sale of the company). To create the desired impact, the potential compensation amount must be significant—typically several times the employee’s current annual income or more.

2) Incent top employees to help create long-term, sustained company growth. The potential for a future compensation payout orients the employee towards achieving the company’s business goals, especially if the payout amount is tied to long-term company growth.

3) Create incentives for top job candidates to join your company. A golden handcuffs program offered to a desired recruit—in addition to competitive pay and compelling career opportunities—can be the tipping point that convinces that important hire to join your organization.

4) Protect the company against the risk of losing customers, other employees, or trade secrets should an employee who has those relationships and information leave. Golden handcuff plans should include a legal agreement which commonly includes provisions such as non-compete, non-solicitation, and non-disclosure language wherever possible.

5) Provide a way for business owners to create alignment with non-owner top employees around creating business value prior to exit. Many business owners are understandably concerned about discussing their future exit plans with their top

employees who don’t have an equity stake in the company. In those situations, the owner’s future exit is a potential wealth-building event for him or her, but it presents career uncertainty and risk to the non-owner employee. Golden handcuffs plans build a bridge between owner and non-owner top employees, by including those employees in a wealth creation opportunity at exit and providing for their career stability.

6) Enhance business value at company exit, particularly upon sale of the business. Your future business buyer will often see greater value in your company if a golden handcuffs plan has been effectively implemented, particularly when the plan includes “stay bonuses” which incent top employees to stay with the company after a sale, typically for one to two years.

7) Thank top employees for their service with the company. Most business owners want to thank high performing employees after they have given years of effective service to the organization.

While golden handcuffs plans are primarily intended to incent and reward top employees, they can provide double-duty by also providing lucrative compensation awards in the future to the very same people you likely will want to acknowledge.

Many business owners and advisors assume that a golden handcuffs plan requires sharing actual ownership interest with the employees who will be included in the plan. This not always true. Some programs such as stock options plans include the potential for actual ownership sharing. Other plan types such as phantom stock or executive bonus plans involve compensation and do not share actual equity. Sharing ownership with

employees presents significant risks and downsides. Whenever possible,

employees, retain them for the long term, and drive company growth. Few tools have the potential to address all of these needs simultaneously like a well-designed golden handcuffs program. A little research here can go a long way to securing a bright future for your employees and your

Patrick Ungashick is the CEO of NAVIX Consultants, a celebrated speaker on executive and business owner exit planning, and the author of A Tale of Two Owners: Achieving Exit Success Between Business Co-Owners. With his wealth of knowledge on exit planning, Patrick has provided exit advice and

By Emily Safrin

How to Win at Customer Service:

3 Strategies for Converting Customers into Brand Devotees

When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown?

Scarlett had called to resolve a mistaken charge on her phone bill, but what she thought was a straightforward question turned into a snafu with no solution in sight. Try as she might to explain the situation, she and the customer service representative couldn’t get on the same page. The two went in fruitless circles for half an hour before the agent finally announced starkly that she was applying a discount to Scarlett’s next three bills.

The problem is, Scarlett wasn’t looking for money; she was looking for

an answer. Although the discount amounted to more than the erroneous charge she had called to dispute, she was not only dissatisfied, but hurt. Instead of feeling that her problem had been resolved, she felt that she had troubled the poor agent to the point that the agent felt forced to get rid of her.

It goes without saying that no customer should ever be made to feel this way. So how do you make sure they don’t?

1. Be human

Even in business contexts, we’re all human, and a human touch can go a long way to fostering a pleasant experience for all. That starts with empathy, or simply acknowledging the customer’s dilemma. The golden rule of “Listen first” works wonders to set the tone. Most customers just want to feel heard and validated.

Many companies use scripts to streamline processes and stay on brand. Yet, while scripts can be helpful training tools, research has shown that they often fall flat with customers, who perceive scripted interactions as disingenuous and even impolite.

That’s why many companies are instead hiring capable, empathetic, and trustworthy staff and empowering them to be make decisions that leave customers feeling understood and tended to. Certainly, to attract

2. Take a cue from your own experiences as a customer

Theory and research have their place, but another powerful way to create or refine your business processes is to take heed of your own reaction when you’re the customer.

When you find yourself especially impressed by an interaction, whether in your personal or business life, make notes about what went well. There’s no better way to know what works than by seeing it in action. The same goes for situations that go awry: What went wrong? How could things have been handled differently?

this type of capable staff, the job has to be desirable. That means, for starters, offering competitive pay, attractive benefits, and a pleasant work environment.

Ultimately, a human representative with the right tact and training will be able to transform a difficult situation into a positive one by demonstrating a common humanity. Done properly, customer service can even turn a complaint into an opportunity to impress.

Make time to review your notes and design a plan for how you can implement similar practices in your own business. What can you do to leave your customers glowing? This exercise may also reveal some fall-flat tactics in your customer service processes and help you replace them with more effective ones.

3. Speak their language

Language barriers are a serious source of customer frustration. As you might expect, consumers are unlikely to engage with a brand they can’t understand or communicate with. For that reason, it’s helpful to hire staff who speak your customers’ language(s).

Consider audiences you may be missing out on due to a language gap. For example, you could be meeting the needs of the “untapped” market of the more than 41 million US residents who speak Spanish at home. A 2014 study by Common Sense Advisory found that even among those who also spoke English, most consumers preferred to buy exclusively in their native language.

But how can you reach these non-English-speaking markets? Many US companies translate their websites and other marketing materials into

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• Breakage protection for stronger & longer hair • Provides superior conditioning • Leaves hair looking healthy with body & brilliant shine

Spanish and hire Spanish-speaking staff, for example, given the ubiquity of the language. If you follow suit (whatever the language), just be sure that you have an infrastructure in place to serve these customers when it comes to interacting with them beyond your website. The first step is to make sure staff are prepared to assist these clients, whether in person, over the phone, or online (email, chat, etc.).

If you don’t have a large enough non-English-speaking customer base to justify hiring multilingual staff, you might consider using translation (written language) and interpreting (spoken language) services to help you and your team to attract and interact with customers in their own language. Determine which channels these buyers are most likely to use to interact with your brand and start there. But be wary of free translation services: as with scripts, when it comes to customer service, a human touch is best.

Meet Emily Safrin

Final thoughts

A different customer service representative from a major technology company recently told Scarlett over the phone, “I’ll solve that for you today.” Given the frustrating experience Scarlett had had with her phone service provider shortly before, she took it as an overzealous promise. But by the end of the call, she was left astounded. Despite significant hurdles, he solved her problem. What’s more, he treated her like a peer from start to finish. She was quickly reminded of why she’s been a loyal customer of this particular brand for decades.

Consistently stellar service begets customer loyalty. That feeling of security, trust, and plain old satisfaction is hard to beat. Treat your customers the way you want to be treated and speak to them in a language they can understand and they’ll become your most compelling, authentic, and effective form of advertising.

Emily Safrin is a certified Spanish-to-English translator and editor specializing in the medical and culinary sectors. She is also an active member of the American Translators Association (ATA), which represents over 10,000 translators and interpreters across 103 countries. For more information on ATA and to hire a translation or interpreting professional, please visit www.atanet.org.

DARK & LOVELY

#1 HAIRCOLOR BRAND

DESIGNED FOR WOMEN OF COLOR*

*Women of African Descent

Beauty Ambassador Styling Tools

By Sara Rueda

GREAT HAIR DAY, EVERY DAY

Another year is coming to an end. It’s a time for reflection, for cleaning the slate, and for some serious resolution-making. And throughout all the bustle there are some constants. Certain things remain a priority year after year. For instance, hair. If you’re after a year full of no ‘bad hair days’ Gold ‘N Hot will always be there for endless good hair vibes. Let’s look back at some of the Gold ‘N Hot favorites. The styling tools essential to taking hair to the next level.

The new Gold ‘N Hot Professional Ionic Volumizer Dryer and Styler is a fresh and easy take on the round brush and hair dryer combo. Dry hair and create gorgeous smooth, straight styles all with this one tool. The built-in dryer is powerful, and the detangling bristles focus on straightening during use. Not only does this tool upgrade your styling game, but it’s fully customizable for all hair types with multiple settings. Talk about a resolution.

For those of you who just know what you like or have mastered the round brush/ blow dryer technique, the Gold ‘N Hot Professional 1875-Watt Tourmaline Hair Dryer is a perfect match. This dryer embodies gorgeous results, durability, styling variety for all hair types, and aims to help reduce heat-related damage. Plus, the lightweight design provides comfortable and easy styling giving you control to style the way you want.

Why stop at a day, when you can make it a good hair year! Invest in your hair by giving it what it needs and get used to feeling like you can rule the world every single day.

Gold ‘N Hot aims to support stylists and hair enthusiasts with professional products for every step of their process. We provide a wide variety of quality styling tools to help you achieve the most gorgeous results and ever-changing trends. Follow Gold ‘N Hot on Facebook and Instagram @goldnhotelite.

Meet Sara Rueda

Sara Rueda is the Content Marketing Manager in the Digital Marketing Department of the Beauty Division of Helen of Troy. Throughout her career she has pursued her passions in the marketing, writing and creative industries and devotes particular dedication to helping empower individuals to be their true selves and be their own kind of beautiful.

Urban Call Briefs

by Lafayette Jones

Sam Lazar

Director of Global Sales at Universal

Beauty Products

Sam Lazar is currently the Director of Global Sales for Universal Beauty Products, Inc. In this role, he is responsible for leading global sales and retail chain sales for all Universal Beauty Products brands, including Salon Pro, Via Natural, My DNA, Jamaican Mango & Lime, Beard Guyz, Van der Hagen and more.

Lazar has been in the Multicultural hair care industry for over 41 years, with an extensive background in helping organizations realize value and sales in their companies. In 1978, he entered the Multicultural industry when he purchased a small hair care company, Scientific Research Products in Miami, Florida. The company was selling about $1.5 million per year when he bought it with the Lekair brand. In the early 1980s, Lazar introduced Lekair Cholesterol Cream, which became the sixth-largest SKU in the Multicultural category overall. Also late in the 1980s, he debuted Lekair Hair Bonding glue, which became the world’s leading hair bonding system.

In 1990, Scientific Research Products bought the New Era brand from Lamaur and had the No. 1 selling hair spritz in the market and the revolutionary Clear Gel Relaxer in its portfolio. Sam sold the company in 1994 to another company called The Stephan Company. Since then, he has worked for Alleghany Pharmacal, makers of Lustrasilk and Vigorol, and Universal Beauty Products. Sam attributes his success to hard work and honesty.

“Live by your word and always be honest with your customers,” is his secret to success and longevity.

Global Ambassador, Celebrity Stylist, Artist & Salon Developer and Branding

Floyd Kenyatta

Global Ambassador, Celebrity Stylist, Artist & Salon Developer and Branding Expert

Floyd Kenyatta is recognized to be one of the most respected names of any Black American Hair Dresser on a Global Level that’s living today. Over one million hairdressers and millions of consumers know the 66-year-old international trendsetter.

Kenyatta has been the Main Stage artist for Revlon, Clairol, Johnson Products, Dudley, Lamaur and Pivot Point, Bronner Bros., L’Oreal and Kms. He also became the creative artist for the wife of Larry King, (Sean Southwick King) and Pricilla Presley of the Luxurious Hair line.

Kenyatta has opened over 129 salons nationwide. From Wilfred Academy in 1968 to an Honorary Doctorate degree in 1978, Kenyatta has earned his spot as the 2002 Legionary icon at the Bronner Bros. award show.

While opening over 120 salons nationwide, 27 of which opened in 1981, Kenyatta became the expert at creating and inventing tools and products for the beauty industry. Kenyatta has co-founded other salons outlets like: Nu-age Distributors, Fingertip salons, Kenoro Hair Care Systems, Kenta Designs, Club Zero, Geodesic Tools and ARCS Salon Las Vegas at the Mandalay Bay Resort.

Floyd Kenyatta

Global Ambassador, Celebrity Stylist, Artist & Salon Developer and Branding Expert

Marianne Dougherty Award Winning Editor, American Salon Publisher

Floyd Kenyatta

Expert

Ryan Ray

President & CEO at Jobs For Life

Ernest Collins

Celebrity Cosmetologist & International Photographer

Sam Lazar

Director of Global Sales at Universal Beauty Products

Sam Lazar

Director of Global Sales at Universal Beauty Products

Urban Call Briefs

by Lafayette Jones

Kenyatta created the USA Black Hair Olympics in 1988. Black Hair Olympics first launched in Washington, DC then expanded to St. Thomas the following year.

Kenyatta became the Global Ambassador for the $1 billion dollar a year hair care company, John Paul Mitchell Systems in 1989. For over 27 years, Kenyatta played a major role in the development of the Textured Products Division that was launched to expand the Paul Mitchell market share. For 15 of those years, Kenyatta became the first Black artist to teach and perform for Blacks, Africans and Caucasians at the same theater in Cape Town South Africa.

Marianne Dougherty

Award-Winning Editor, Publisher, Author

Marianne Dougherty is an awardwinning writer and beauty editor. During the course of her career, she was the publisher of American Salon, American Spa and American Stylist, Editor-in-Chief of American Salon and founding editor of Shades of Beauty, Launchpad, The Colorist and Eyelash magazines. She has interviewed nearly every major hairdresser from Vidal Sassoon to Oribe and wrote a book for celebrity makeup artist Margaret Kimura called Asian Beauty, which was published by Harper Collins in 2001. In the 1990’s she was featured regularly in a segment called Beauty Bargains on Live in LA and appeared on Saturday Today in New York and Lifetime Network’s New Attitudes. She has also been a speaker at trade shows and events like IBS New York and the HBA Global Expo & Conference. She has also been a guest on Late Night With Tev Finger, the industry’s first late-night show. Currently she is a freelance writer for both beauty and general interest publications. In 2019, she was a finalist for a Golden Quill Award for journalistic excellence for Long Time Passing, a story about Vietnam veterans finally getting the recognition that had eluded them, which appeared in Pittsburgh Magazine.

Ryan Ray

President & CEO for Jobs For Life

Ryan Ray is an accomplished, resultsoriented entrepreneur with a passion for developing leaders and building collaborative partnerships across both the public and private sector. He began his career in sales and marketing upon graduation from North Carolina State University in Raleigh, NC. Leveraging a strong work ethic and tenacity, he has since enjoyed a blossoming career across various industries, building an extensive background in organizational leadership, consulting, public speaking, team building and development, training, process improvement, cost reduction, and fundraising.

In 2003, a near fatal car accident left Ray with lots of time to reconsider “his idea” of success, and thus changed the trajectory of his life. He was introduced to a mentor, sparking a journey to impact lives through business ownership. During this time, Ray served as Business Relations Manager for Arks, Inc. (a church financing and construction firm) managing a portfolio of millions of dollars in projects and capital stewardship programs. As a result of his community engagement, Ray was later recruited as the Education Director of the Dunn Police Athletic League. Recognizing the need and forecasting the direction of nonprofit funding, he was instrumental in transforming a sports-focused organization into an educational-focused organization. Consequently, Dunn PAL has secured thousands of dollars of education-based funding and support.

He also serves as the leader of Triangle Entrepreneurial Leadership. He founded TEL in 2015 to create a safe haven for entrepreneurs to dream, to grow, and to lead their lives and businesses. The company’s mission is to educate, empower, and equip entrepreneurs with the thinking and skill sets necessary for financial, personal, and professional success; a people-focused company. TEL was birthed out of the need for entrepreneurial training and support, which Ray recognized while working with individuals who feared starting their own business. TEL has developed into a business ecosystem that works collaboratively to ensure the success of its members. Through TEL, Ray has created a network of over 5,000 “learners” providing weekly, monthly, quarterly, and annual events. His annual Triangle Leadership Conference serves hundreds of attendees each year including many in the beauty care industry such as barbershop and beauty salon owners. In addition to events, Ray has personally mentored more than 30 small business owners in various stages of business.

Personally, he has been involved in the development of several programs in the communities in which he has served. He has most recently been recognized as a champion for Financial Literacy, developing a curriculum titled “Faith Focused Finances.” He continues to mentor individuals and families through this life-changing program. He has received numerous accolades over the years and has served in prominent leadership roles on a number of boards in Raleigh and Dunn, NC.

Now as President and CEO of Jobs for Life (JfL), Ray looks forward to continuing his mission of changing lives and transforming communities. He believes that in order to build any successful institution, we must first build its people!

Ray is a native of Dunn, NC. He lives in Garner, NC with his lovely wife, Tamia, and their son, Isaiah.

Celebrity Cosmetologist & International Photographer

A Chicago native, Collins was known as one of that city’s top hair and make-up artists.

Collins began in fashion in a round-about way. His sister-in-law, Carmen Collins, was a top model in the city of Chicago. He would always do her make-up and hair for such notable photographers such as, Lance Stadler, Tom Styrkowicz and Marvin Monroe, just to name a few.

Ernest Collins

Marianne Dougherty Award Winning Editor, American Salon Publisher

Ryan Ray President & CEO at Jobs For Life

Ernest Collins

Celebrity Cosmetologist & International Photographer

Collins ventured to Milan, Italy to work. There, he was well received, having the opportunity to work with photographers, Tiziano Magni, Tom Wool, Jonathan Leonard, Sergio Caminata, Lionel Pasquon and others. And so, after years of working with some of fashion photography’s biggest names, Collins decided that it was time to try his own hand at the craft. He knew that his biggest advantages were his sense of style, his growing reputation as a model-maker, his ability to grace models with a “look,” his own personal sense of direction, and ultimately the ability to photograph it all.

Collins knew that Chicago would be an impossible base for fashion. Other than photographers like Stan Mamanowski and Michael Mazanec, he was not finding that artistic outlet. This prompted a return to Europe. In 1990, he accepted an invitation to come to Paris and instantly fell in love with the city. He has been based there ever since.

Collins now resides between Paris and Chicago, and is immersed in both cultures. He is a truly cosmopolitan photographer who continues to create magnificent images, bringing out the best in his models He keeps a keen eye to the future, while looking back on his career with an intense sense of satisfaction, and absolutely, no regrets.

Celebrity and Dignitaries List

Katoucha, Oprah Winfrey, Tyra Banks, Michelle McKinney, Hammond, Adriana Karemebu, Frankie Knuckles, Gabrielle Union, Shamar Moor, Roshumba Williams, Pop Statples, Aissa Maiga, Firmine Richad, Eddie Kendricks, Salli Richardson, Tully Jensen, President Abdoulaye, Amimie Cesare, Sonya Rolland, Michael Jordan, Matthew St. Patrick, Pascal Gentil, Denni Edwards, Mounia –Stedman Graham, Alice Evans, Liya Kebede, Liz McComb, Ralph Thalmar, Fabrice Pancrate, Hill Harper, Della Reese, Jocelyne Beroard, Mario Canonge, Edith Lefel, Cesaria Evora, Jay Alexander, Grace Decca, Pierrette Adams and Sheryl Lee Ralph.

Client List

Namaste Laboratories, L’Oreal, Ian Mosh Azzaro, De Nickel, SoftsheenCarson, Fashion Fair Cosmetics, Iman Cosmetics, Daniel Faret, Eleven, Clarisse Hieraix, Stradels, Alberto-Culver, Color II, J. B Hounyovi, Diva Magazine, Amaan Magazine Aspire Magazine, Chocolate Magazine, Amina Magazine, Harper’s Bazaar Magazine, Harpers Bazaar Magazine, Horizon Magazine, Ebony Magazine, Brune Magazine, Mate Magazine, N’Digo Magazine, L’uomo Vogue, Avlon Labs, Alexandre Zouari and Zuhair Murad.

Each month, Urban Call Briefs covers subjects that provide readers of OTC Beauty Magazine with information on multicultural consumers, Hispanics and African Americans, who are the fastest growing consumer segments in the U.S. The mission of this column is to build a bridge of communications and information between manufacturers and retailers and the ethnic consumers they wish to serve better. The column offers resources covering marketing, retail merchandising, consumer research, purchase behavior, fashion and beauty trends, industry events and people, trade association news, new product launches and a potpourri of information designed to help the readers make intelligent decisions about the customers they serve. Urban Call is a registered trademark of Segmented Marketing Services, Inc. (SMSi). For more information, call 336-759-7477 or visit www.segmentedmarketing.com.

The preceding article is the property of SMSi – Urban Call Marketing, Inc. and may not be reproduced without written permission from the author.

• FASTER & EASIER APPLICATIONS

• NO SPECIAL TOOLS NEEDED (FOR EXTENSIONS)

• STAYS ON LONGER & STRONGER (THAN OTHER COMPETING PRODUCTS)

• DRIES FAST & CLEAR • WATER & OIL RESISTANT

• IN ALUMINUM TUBES FOR INDEFINITE SHELF LIFE

• NEW DISPLAY BOX

Products of the Year

There are some products that your customers can’t get enough of. Whether your shoppers prefer to stock up on a must-have item or want to purchase the most popular appliance of the moment, that are certain SKUs that fly off the shelves. Here are Jinny Beauty Supply’s five top-selling products of 2020.

1Got2b Glued Freeze Spray AA91201

This spray was initially created for creating messy looks, spiky tresses and crazy styles that require a serious hold. But chances are, your shoppers are buying this cult favorite to secure their lace front wigs and closures. Highlights

• Hold can last until next shampoo

• Perfect for spiking hair

• Strong enough to make hair rock hard

Wild Growth Oil WGC100

There’s nothing customers love more than products that promise to grow their hair to long lengths. This oil, however, promises to do that by nourishing the hair for length retention. After use, hair is more manageable, soft and less prone to breakage and split ends – the enemies of hair growth.

One thing is for sure: barbers know that this Andis trimmer is the professional standard for outlining, dry shaving and fading. Thanks to its carbon-steel T-blade, the hair can be detailed with the greatest of ease.

Clairol BW2 Powder Lightener CL3422

Colorists can’t get enough of this powder lightener. It helps to create highlights and other special hair effects in record time. Plus, it is dedusted to reduce the likelihood of powder flyaways.

Kaleidoscope Miracle Drops LKS82326

This elixir is undeniably one of the most popular products on the market, thanks to its creator BB Judy who’s social media presence drives fans to the stores. The Miracle Drops are not only popular, but they are known to stimulate the hair follicles, add shine and ideal for treating a dry scalp – all essential aspects of promoting hair growth.

Andis Trimmer T-Outliner AN4710

SUPER CURL

OTC Beauty Magazine Awards 2019

We congratulate all of OTC Beauty Magazine’s 2019 winners as well as honorable mentions. We also extend our greatest gratitude to all of our advertisers for their support.

Best Cover Winner

Softsheen-Carson, September 2019

Honorable Mention Cantu, August 2019

Best All-Around Advertiser Winner: Coty

Honorable Mention: DevaCurl

Most Creative Ad Winner Ecoco Hi Def Style Honorable Mention The Mane Choice Multiple Collections

Most Marketable Winner

Lottabody Milk & Honey Collection Honorable Mention ORS Olive Oil Fix It Collection

Best New Advertiser Winner Stylecraft Honorable Mention Earth Supplied

Tae H. Jhin Awards 2019

All Around Vendor

Top Vendor Rep

Each year, Jinny Corp. presents various manufacturers with the coveted Tae H. Jhin Vendor Awards in recognition for their achievements within the industry. Congratulations to all!

Barbour of Namaste

Rumsey of Revlon

Taliah Waajid Brand

Barbara Kelly of Procter & Gamble

Austin Russo of Stylecraft

Most Innovative New Product

Curls Blueberry Bliss Leave-In Conditioner

Darlene McKinney of Namaste Laboratories

Thomas Crumpton of Southeast Rep Services, Inc.

Austin Rumsey of Revlon

THE ULTIMATE HYDRATION FOR NATURAL HAIR

ENHANCES CURL DEFINITION

SEALS & RETAINS LONG-LASTING MOISTURE

CLIPPER TIPS

Sponsored by Andis Co.

CUSTOMIZED PERFORMANCE –MASTER® CORDLESS

by Kenny Duncan

There’s no doubt that the Andis Master® Cordless clipper is designed to perform. With its state-of-the-art engineering, high-torque rotary motor and Constant Speed Technology, you can cut through any type of hair without dragging or stalling. But did you know that using different blade combinations can provide more customized precision cutting?

The two major components of a clipper blade are the comb blade (lower blade) and the cutting blade (upper blade). The comb blade is what picks up the hair and ‘feeds’ it in. The cutting blade is the part that moves side to side and essentially cuts the hair. There are three types of comb blades: the original Master (size 000 to 1), the Fade Master (size 00000 to 0A) and the Phat Master (size 1A to 2). And there are two different cutting blades you can pair up with any of the comb blades: the #28-tooth (a fine cutting blade) and the #22-tooth (a medium cutting blade).

The #22-tooth cutting blade is great for all-around cutting, removing bulk and especially when blending thick hair using the clipper-overcomb technique. This blade works best with dry hair but can also be used on wet or damp hair – just take your time and cut hair in smaller sections. Since the #22-tooth cutting blade has fewer teeth and more space in between them than the #28-tooth cutting blade, it won’t produce as fine a finish as the #28-tooth cutting blade — especially when fading.

Of the two cutting blades, the #28-tooth is my favorite because it produces the most precise finished look for fading and is also great for free-hand carving. The main characteristics of this blade are teeth with a taller, thinner profile and very little spacing between them. The tighter tooth pattern results in more hair being gripped and cut with each stroke, providing you with increased precision. It performs best with dry hair – I don’t recommend using it on wet hair.

The #22-tooth cutting blade comes standard with the Master blade for both the corded Master Clipper and the new Master Cordless Clipper. The Fade Master comb blade comes with the #28-tooth cutting blade and the Phat Master comb blade comes with the #22-tooth cutting blade. My personal favorite combination is to pair the Master comb blade with the #28-tooth cutting blade and use it on my Master Cordless Clipper. This mix allows me to execute clipper-over-comb cutting and high-quality precision fades with power, style and cordless freedom! For more information on the Andis Master Cordless and blade options for it, please visit andis.com today.

Kenny Duncan is a nationally known barber, stylist and educator, as well as co-owner of a 12-chair salon— Main Attraction Unisex Salon— based in Philadelphia. He is the barber for several Grammy Awardwinning artists and has toured the world as the barber for the Lady Gaga production team. Kenny’s styling work has also appeared in films such as “Fantastic Four” and “Creed” starring Michael B. Jordan. He is currently the Lead Educator for Andis Company.

JBS Beauty Club has all your accessory needs with necklaces, earrings, scarves, sunglasses, etc. Stock your store with only the best from JBS. As part of the largest beauty supply distributor, you can always buy items by the piece and at great prices. For more information, call 800-361-0786 or visit them at 4300 Northeast Expressway, Doraville, GA.

THERAPY TRENDS

The Year of Natural, Holistic Cures and Color

By Elayne McClaine

We ended 2019 with consumers of all ages and backgrounds agreeing that it is okay to be natural, therapeutic and frivolous. This has been a decade of trusting holistic hair and skin care rituals. The total look from the inside out from the skin to the scalp. Consumers are claiming the right to believe in natural remedies and colorful beauty escapades. While other retail outlets are caving to the pressures of the internet, OTC shoppers are expressing their commitment to keep current and colorful. Over the next decade, consumers will continue to explore the push-pull relationship between nature and science. As they become more proactive about protecting hair and skin, they will use holistic therapies to correct and restore damage from aging, the environment and aggressive styling techniques. OTC consumers continue to shop in person for the trending remedies, therapies and dual action cosmetics. Natural therapies are all the rage but will not limit the infusion of color and design into natural styles. Consumers at any age are comfortable with hair hues that were once relegated to the young and reckless. Male consumers have been similarly adventurous.

This year was evidence that the consumer is in control of purchasing decisions. They are up to date on hybrid innovations merged into product performance. They expect lip color to be infused with a holistic a healing pod. Or skin products that protect against city pollution. Plant based cosmeceuticals are expected to heal as well as hydrate. The end of the decade culminated in consumer choices that exhibit growth, experimentation and a commitment to holistic beauty therapies. This decade has set the stage for similar trends in the New Year. Natural therapies will help to achieve and preserve high style, avant color and overall well-being. Here’s to a Happy Holistic Holiday OTC sales season.

Elayne McClaine has identified and developed emerging domestic and global trends in hair care, skincare and other consumer categories for such firms as Chesebrough-Pond’s, Revlon and Pharmacia (div. of Pfizer). Her expertise in therapeutic treatments for hair, skin and scalp led to the creation of the Women’s Institute for Fine and Thinning Hair, sponsored by Rogaine. McClaine has been acknowledged by the American Academy of Dermatologists for marketing and promotional excellence. ESME Market Specialists, LLC consults with firms that require expertise in strategy development, multicultural marketing and account planning. For more information, visit www.esmemarketspecialists.com.

Celebrating the best of the best at in-cosmetics North America

New York, October 24, 2019 – After a day listening to exclusive presentations from international experts and browsing stands of the world’s most innovative ingredient suppliers, the region’s personal care industry gathered at the in-cosmetics North America awards ceremony to honour excellence in R&D, product formulation and marketing.

This year there were four award categories, with manufacturers, indie brand owners and suppliers coming together as one to celebrate the winners of the Innovation Zone Best Ingredient Award, Sensory Bar Award, Make-Up Bar Award and the fabled Formulation Challenge.

This year’s awards were judged by six industry experts: Pilar Ramírez, Formulations R&D Leader at Kimberly Clark Mexico; Muriel Pujos, Technical and Scientific Director Skin Care at Coty Mexico; Stacie Abraham, Regulatory Program Manager at UL; Sarah Jindal, Senior Global Analyst at Mintel; Mark Chandler, President of ACT Solutions; and Jennifer Karuletwa, creative contributor and business leader at PeclersParis.

Mibelle Biochemistry scoops Innovation Zone Best Ingredient Award

Leading supplier Mibelle Biochemistry was presented with the Innovation Zone Best Ingredient Award for its incredible Black BeeOme™. Obtained by fermenting the honey of a rare and old honey bee species, it wowed judges with its ability to regenerate the skin flora and restore the skin barrier.

SEPPIC takes home the Sensory Bar Award

Eight products were demonstrated in this year’s Sensory Bar, which is designed to highlight the most unique ingredients that excite the senses. Scooping the top prize this year was SEPPIC’s Sunshine & Pixie Dust SPF30 – an easy-to-apply suncare emulsion. It is packed with shimmering glitter and brings SPF 30+ protection, while leaving skin soft, moisturized and gleaming.

Natura-tec presented

This award was presented to the supplier making the biggest strides forward in color cosmetics. The winner was Natura-tec’s DIY Super Glow - a frosted metallic eye shadow that offers a soft, creamy texture. Its silky texture which glides easily into the eyelids was a clear favorite among the judges.

Swiss American the star of the show at the Formulation Challenge

The creative juices of some of the finest cosmetic chemists and marketers in North America were well and truly flowing in the Formulation Challenge yesterday. After receiving a box of mystery ingredients, teams from Shiseido, Colgate-Palmolive, Johnson & Johnson and Swiss American set about creating a unique new beauty product in just 45 minutes. In a new twist this year, participants were asked to formulate a serum for a specific target demographic.

After an intense battle, which went to the wire, Swiss American – the sole contract manufacturer in the contest – was crowned Formulation Challenge champion of 2019. Judges Sarah Jindal and Mark Chandler remarked that its Wise Beyond The Years serum for the face, neck and hands was perfect for its mature male target audience and scored highly in both the formulation excellence and marketing story. Runner up was Shiseido.

Lauren Kaye, marketing manager at Swiss American, said: “It was a great experience working as part of a team to create a product in such a short period of time. We are proud to have won, as we didn’t think that we would against such big brands. This will put us on the map!”

Daniel Zanetti, Exhibition Director at in-cosmetics North America, commented:

“The innovation on display at this year’s event has been remarkable, with so many suppliers showcasing ingredients that will inspire those responsible for the creation of new beauty products. The winners of this year’s awards are truly leaders in this industry and we’re proud to recognize their achievements at the end of a busy and rewarding day.”

in-cosmetics Asia exceeds attendance records

With all 10 of the world’s leading personal care ingredient manufacturers showcasing their latest innovations, it was no surprise that in-cosmetics Asia 2019 attracted the largest, most diverse audience in its 12-year history.

Returning to Bangkok from 5-7 November, 11,914 (+5% year-onyear) unique personal care professionals from across the AsiaPacific (APAC) region came together seeking out inspirational new ingredients that would help them create a new wave of innovative on-trend beauty products.

Demonstrating the event’s continued importance to the entire APAC beauty industry, 36% of visitors to this year’s in-cosmetics Asia travelled from 93 countries, to discuss business face-toface with ingredients suppliers, get involved in the educational programme and be a part of this exciting community.

Summing up this year’s show, Vynnaise Hekin, R&D at GT Cosmetics in the Philippines, revealed: “I really enjoyed getting to meet all the exhibitors and discovering new ingredients. I also attended a Formulation Lab session and an R&D Tour of the event – there is so much to do at the show and three days is just not enough time.”

Where creators meet suppliers

It was the first time that in-cosmetics Asia featured all the world’s leading personal care ingredient suppliers including BASF, Clariant, Croda Personal Care and Dow. And following that achievement, the event also boasted the largest number of exhibitors in its history, with 530 businesses able to build relationships with the region’s leading cosmetic creators.

But it was not just the leading international suppliers that were in the spotlight, the event saw 60 new exhibitors present their latest products, such as Pacific Oleochemicals, Forestwise and Shanghai Smart Chemicals.

Sitting at the heart of the event and helping R&D teams locate the most exciting innovations, this year’s Innovation Zone featured more than 80 new active and functional ingredients that have been launched in the last eight months. And with products like Clariant’s Epseama, Codif’s EPS SEAPUR, Gattefosse’s Gatuline® In-Tense MB and Seppic Asia’s HYDRALIXIR™ on display, the area was a hive of activity throughout the event.

A number of those featuring in the area were also shortlisted for the Innovation Zone Best Ingredient Awards, where prizes were

given to the most exciting active and functional products on 6 November. Scooping the top awards were SpecChem for its SpecPure® BTS Saponins functional and CLR Berlin’s incredible active, AnnonaSense CLR™.

Pato Arlegui, CEO of Golden Age Research & Development in Australia, commented: “The Innovation Zone was beautiful – I loved it! It had all the actives we need. We also went to see the winners of the Innovation Zone Best Ingredient Award and now want to incorporate their ingredient in our formulations. How would I rate the show? 15 out of 10!”

Providing a platform for halal in-cosmetics Asia’s highly acclaimed education programme is renowned for providing beauty professionals with a wealth of knowledge about the latest consumer trends. Therefore, it was no surprise that the hot discussion of halal cosmetics was brought to in-cosmetics Asia with a special Halal Cosmetics Zone focused on the latest insight from this growing area of the beauty market. Complementing a wide-ranging programme in the Marketing Trends theatre, a series of Technical Seminars and invaluable Formulation Lab sessions, the first ever Halal Cosmetics Zone focused on the latest insights from this growing area of the beauty market.

Featuring exclusive, free-to-attend presentations from industry leaders – such as Maya Paul, R&D Manager at Kumar Organic Products Limited, and Mohd Iskandar Illyas Tan, Deputy Director of Halal Technology Consortium at Universiti Teknologi Malaysia (UTM) – visitors could learn more about a sector which is expected to register a CAGR of 13.12%[1] over the next five years.

With Muslims now accounting for approximately 25% of the global population, one of the most eagerly awaited sessions was hosted by Muti Arintawati from LPPOM MUI, a halal cosmetics certification body in Indonesia. She delved into how halal beauty is continuing to build mainstream momentum in Indonesia and further afield and explained how companies are catering to demand for halal cosmetics by exploring the halal requirements for beauty products.

Additionally, the Halal Cosmetics Zone included an interactive area where visitors could get hands-on with the newest halalcertified products, including Lonza’s H2OBioEV Renew Serum. One attendee visiting the area was Jason Chuah, a Product Development Manager at Tohtonku in Malaysia. He said: “I attended one of the halal cosmetics seminars at the show. The speaker shared insights and explained how we can incorporate

Industry News

this into our products. This was invaluable.” The future trends in Asia

As always, the free-to-attend Marketing Trends & Regulations theatre gave cosmetic creators an opportunity to understand the future requirements of consumers from across the APAC region. This year, far reaching topics including future skincare trends, the Indian market, beauty ethics, sustainability and clean beauty, captivated the audience.

Kicking off proceedings was Denise Lee, a Regional Client Consultant at Euromonitor International. Focusing on the latest skincare trends and with consumers seeking new ways to protect their skin and look better, she explored the driving forces behind increasing demand for dermocosmetics.

A presentation from The Nielsen Company (Thailand) Limited focussed on the future consumer trends in personal care across Southeast Asia. Attendees were given an insightful, deep dive into the local drivers for different markets and presented with the key commonalities and differences between countries. Additionally, Hwa Jun Lee, Senior Beauty and Personal Care Analyst from Mintel, explored what conscientious beauty means to consumers and advised beauty brands to comply with a new age set of rules to meet the ethical demands from today’s consumers.

Perfecting the formula for success

Providing cosmetic chemists with an opportunity to learn about new ingredients and experiment with them first-hand, the in-cosmetics Asia Formulation Lab hosted 11 exclusive sessions over three days.

demonstrated how to create an urban renewal silicone-free melting cleansing balm, infused with Patchouli oil, that leaves the skin feeling nourished and hydrated. And Cargill Beauty taught chemists how to formulate high oil content products without feeling greasiness or tackiness, using StarDesign™ Power – a powerful and nature-derived O/W emulsifier for high oil content cosmetic products.

Siti Jamilah, Director of Technology Division at BlossomLab International, was one of 314 delegates to register for the Formulation Lab sessions. She commented: “I love attending the Formulation Lab at in-cosmetics Asia. I first visited three years ago – I started from zero and have learnt so much there that I am currently formulating for 200 brand owners in Malaysia and now have 80,000 Instagram followers. This show is the ultimate experience.”

In a purpose-built laboratory on the show floor of the exhibition, the region’s R&D professionals sat together to create new formulations with exhibitors under the guidance of in-cosmetics Asia technical advisor Lorna Radford. Hosted by top ingredient providers, they gave attendees a thorough understanding of the benefits each ingredient brings and how it can add something unique to a beauty product.

Among the companies taking part was Ashland Singapore, which

Touring the show floor

This year’s event also gave visitors an opportunity to sign up for three unique R&D Tours that covered the industry’s most pertinent subjects –Urban Lifestyle: Defend and Protect (sponsored by Mibelle Biochemistry); Skin Health and Microbiota: Enhance & Repair (sponsored by CODIF); and Timeless Beauty: Rejuvenate and Maintain.

Guided by cosmetic chemist Rouah Al-Wakeel, the R&D Tours gave participants an opportunity to quickly identify some of the most exciting and innovative ingredients on display at in-cosmetics Asia. The carefully curated tours visited relevant exhibitors, where R&D professionals met new contacts and were given exclusive presentations or demonstrations.

Putting the spotlight on key topics

On the show floor, in-cosmetics Asia again put the spotlight on three key areas – suncare, clean beauty and transforming formulations. Visitors were able to improve their knowledge about these exciting trends and identify new ingredients that can enhance their beauty creations.

In order to highlight the best innovations and formulations in these

Industry News

three areas, Spotlight On Formulation Awards were presented to Gattefossé for its Emulium® Illustro (Suncare), Croda for its Hydrating Green Caviar Jelly Orbs (Transforming Formulations), and Cargill for its Fiber Design Sensation (Clean Beauty). The judges remarked on how each of these ingredients provided beauty brands with an opportunity to capitalise on the growing trends.

Sarah Gibson, Exhibition Director at in-cosmetics Asia, said: “The Spotlight On area is a hugely important part of the event. It gives R&D teams a chance to look into three trends that are becoming increasingly important across Asia. Complementing the products showcased were the presentations in the Marketing Trends theatre where each Spotlight On topic was further explored by renowned speakers. It enabled cosmetics creators to leave with

so much inspiration for their new products.”

in-cosmetics Asia 2020

in-cosmetics Asia will return to Bangkok from 3-5 November 2020, once again providing the beauty industry with the most costeffective business and networking opportunities in the region.

Sarah Gibson added: “This event has grown in importance each year. Testament to this is the fact that such a high percentage of our audience travel from outside of Thailand. We’re proud that incosmetics Asia has become synonymous with innovation in the Asia-Pacific and a hub for the community to meet and discuss the future of the region’s booming beauty market. For anyone looking to creative novel personal care products, this is a must visit event.”

Henkel to acquire premium professional hair care brand DevaCurl

• Strengthens professional hair care portfolio with category-leader in fast-growing curly hair segment

• Adds complementary product range with strong innovation capabilities

• Access to attractive distribution model

Henkel has signed an agreement to acquire Deva Parent Holdings, Inc., New York City/USA from a fund managed by the Private Equity Group of Ares Management Corporation. Deva Parent Holdings owns DevaCurl, a high growth professional hair care business.

Founded in 1994, the company offers high-growth, premium and category-leading hair care and styling products for all types of curly and wavy hair with a comprehensive portfolio of vegan and “free from” formulas. The product range includes cleansers, conditioners, styling products, styling accessories, and treatments. The portfolio of DevaCurl is highly complementary to the existing portfolio of Henkel Beauty Care. The ‘Premium Professional’ products of DevaCurl are distributed in the US in leading salons. They are also available at selective retailers like Ulta and Sephora as well as through direct-to-consumer (D2C) and eCommerce platforms. In 2019, the business is expected to

generate sales of around 100 million US dollars, mainly in the US market. The company employs around 200 people.

“This acquisition is part of our strategy to expand our position in attractive and fast-growing markets and categories. It will complement and further strengthen our Hair Professional business,” said Henkel CEO Hans Van Bylen.

“DevaCurl is one of the fastest-growing ‘Premium Professional’ hair care brands in the US. The brand is a perfect fit for our Beauty Care business and will reinforce the growth momentum of our Hair Professional portfolio in the world’s largest hair professional market,” said Jens-Martin Schwärzler, Executive Vice President and responsible for Henkel’s Beauty Care business.

“We are grateful for the opportunity to have partnered with DevaCurl’s outstanding management team,” said Dennis Gies, Partner in the Private Equity Group of Ares Management. “We are proud to have supported the company during its significant growth over the past two and a half years and are delighted that they found the right partner in Henkel to support the company in the years ahead.”

The agreement is subject to customary closing conditions, including regulatory approvals.

Marketers and chemists find the formula for New Product Development success at in-cosmetics North America

in-cosmetics North America returned to New York from October 23-24, with the region’s major beauty brands joining their indie counterparts in sourcing the latest personal care ingredients and learning about the trends that are set to shape the future of the sector.

Among the high-quality visitors from leading cosmetic brands attending this year’s event was Chaz Hudak, Manager of Origins Research and Development at The Estee Lauder Companies Inc. He commented: “What I like most about the show is being able to connect with my suppliers and learn about new technologies. In just a few hours I’d met a handful of new contacts, while the free educational program was extremely beneficial.”

Innovation galore on the exhibition floor

Over the two days that in-cosmetics North America came to town, dozens of new innovations were on show to inspire the next wave of cosmetic creations. From novel color cosmetics and sensory enhancers to the most advanced active and functional ingredients available, the event was the perfect place for beauty and personal care creators to find out about the latest ingredients and suppliers.

This year, visitors benefited from meeting local businesses AcmeHardesty, Alzo International, Delfin, Grant Industries and Integrity Ingredients Corporation, who joined international organisations including Japan’s ICHIMARU PHARCOS CO, Brazil’s Chemyunion, China’s KingPowder Technology and South Korea’s AT Lab Co. Ltd.

months including Mibelle Biochemistry’s Black BeeOme, which picked up a top prize at the event’s Award ceremony on October 23. Additionally, the Sensory Bar and Make-Up Bar areas presented attendees with an easy way to locate formulations that showcase trend-setting color cosmetics and textures.

Moving from behind closed doors, this year’s exclusive Speed Networking session took place on the show floor, giving suppliers a five-minute window to pitch their beauty innovations to some of the fastest growing indie brands as well as leading R&D teams from major cosmetic businesses. Diane Dabkowski, Manager at AVON Products, was one of those taking part: “in-cosmetics North America is the only event I’ve been to that has a speed networking event. It’s an energetic and dynamic session that presents both brands and suppliers with a tremendous opportunity.”

This year also saw the launch of a brand-new Indie Tour, complimenting the show’s popular Fast Track Marketing Technology Tour. The new, free-to-attend indie program –introduced following feedback from Indies who wanted to easily access relevant suppliers – was incredibly well received by all those that attended.

Speaking about the ability to source new ingredients, Alex Bliziotis from Blue Sun International, commented: “I head up an applications lab and came to the event looking for inspiration and the hottest ingredients. The makeup of in-cosmetics North America means it is easy to find the best products and meet directly with the suppliers.”

Designed to help visitors to discover the latest launches and map out their time at show, the Innovation Zone brought together a variety of ingredients that had been launched in the last eight

A platform to learn from the experts

Another major draw of the fourth edition of in-cosmetics North America was the Marketing Trends theater, which featured exclusive presentations from a host of international experts, including representatives from Mintel, Euromonitor International, GlobalData and Seymourpowell.

Kicking off this year’s seminar program, Kayla Villena, Senior Analyst at Euromonitor International, provided invaluable insights into how consumers are shopping for beauty products. She identified which channels are coming to the fore and explained how brands can capitalize on those that are growing the fastest.

Meanwhile, during the highly informative Technical Seminars, eight leading personal care suppliers provided cosmetic chemists with a unique opportunity to learn more about their novel ingredients. They were joined by Ithos Global and UL who helped attendees discover new ways to manage metrics during the

commercialization process and how to navigate global cosmetics compliance requirements, respectively.

Another part of the free education program was the eagerly anticipated Formulation Lab which was curated by Mark Chandler from ACT Solutions Corp – the show’s new Official Technical Advisor. The interactive training sessions gave R&D professionals a chance to work with Univar Solutions’ team to develop a cold process primer to achieve a haute look. In another session, EMD Performance Materials helped chemists create a serum that infuses skin with powerhouse moisture, while also providing impactful, skin enhancing aesthetics.

Ruth Lee, Product Development Coordinator at Cosmax commented: “I’m constantly looking for new trends and have clients that are actively seeking innovative, sustainable packaging. I’ve been able to find a list of new vendors from visiting the show and think it’s perfectly set up to cater to cosmetic manufacturers’ needs.”

Step up for the awards

The 2019 show also saw the best in the industry recognized for their achievements. In addition to Mibelle Biochemistry’s Innovation Zone Award, SEPPIC’s Sunshine & Pixie Dust SPF30 –

an easy-to-apply suncare emulsion - picked up the Sensory Bar award whilst Natura-tec’s DIY Super Glow frosted metallic eye shadow took home the coveted Make-Up Bar award.

But it was Swiss American – one of the US’s leading contract manufacturers – that stole the headlines by rising to the challenge and fighting off stiff competition from Johnson & Johnson and previous winners Colgate-Palmolive and Shiseido to win the Formulation Challenge – a competition to create a novel beauty product for a specific target audience in just 90 minutes.

Amid jubilant scenes at the in-cosmetics North America Awards Ceremony, the judges remarked that Swiss American’s Wise Beyond The Years serum for the face, neck and hands was perfect for its mature male target audience.

Moving to New Jersey in 2020

As the in-cosmetics brand continues to grow in North America, it was also revealed that for 2020, the event will move to New Jersey, the beauty industry’s heartland – closer to the major R&D centers. Taking place at the Meadowlands Exposition Center in Secaucus from October 21-22, the show is expected to attract even more exhibitors and visitors in its fifth year.

New Venue For In-Cosmetics North America In 2020 Statement From Reed Exhibitions, The Organizer Of In-Cosmetics

North America

New York, October 23, 2019 – “It is hugely important that we deliver events which meet the evolving needs of our customers. Responding to feedback from both our exhibitors and visitors, we are today announcing that the 2020 edition of in-cosmetics North America will move to New Jersey’s Meadowlands Exposition Center, from October 21-22, 2020.

“This will take the region’s most interactive show for personal care ingredients and new product development into the heartland of the beauty industry. And it will position the event closer to leading and niche cosmetic brands, contract manufacturers and R&D centers.

“The Meadowlands is a superb venue. It will offer all participants greater value, with free parking, and accommodation on average 30% cheaper than New York City. With local amenities all within walking distance, it is in close proximity to Manhattan and major transport hubs.

“We are excited to be moving to New Jersey. We believe it will make the event even more accessible and convenient for busy cosmetics professionals who wish to benefit from the sourcing and educational opportunities delivered by in-cosmetics North America.”

PEOPLE

L’Oréal has announced that Shane Wolf, global general manager for Redken and founder of the sustainable Seed Phytonutrients brand, has been appointed to the new position of president of the Professional Products Division’s Global Marketing for U.S. Brands.

In this position, his duties will expand to oversee Matrix and Biolage as part of a newly formed Global Marketing group across U.S. brands.

Shane has had a long, successful career in the professional industry, with a background in hairdressing and several years of marketing and product development experience. He joined L’Oréal’s Professional Products Division in 2005 as part of the Redken Global Marketing team. After taking on operational roles in the U.S. for Kerastase and then in the United Kingdom and Ireland for Redken, he returned in

2013 as the Global General Manager of the Redken brand.

In 2018, L’Oréal USA launched Seed Phytonutrients, an internally incubated sustainable brand founded by Shane. Seed Phytonutrients packaging features the first shower-proof, waterresistant paper bottle made from 100% recycled post-consumer paper. With this new appointment, Shane will maintain his role as founder of Seed Phytonutrients and oversee the direction of the brand. In addition, Brad Farrell, senior vice president of Seed Phytonutrients Brand Marketing, will oversee day-to-day operations of the brand, which is headquartered in Doylestown, PA.

In addition to covering South Korea, Richard Han will now lead the Asia-Pacific Team and develop business in this region for The Kirschner Group.

Richard has more than 20 years of sales and marketing experience, first in the fashion industry, then in overseas sourcing and finally in cosmetic product development before crossing path

with TKG. “We are looking forward to the growth Richard will bring to the entire Asia-Pacific Territory,” comments Paolo Rezzara, president of the Kirschner Group, Inc.

It’s the end of an era, as Bruce Selan retired from Zotos International, effective September 30, 2019.

“Forty-six years is a lifetime to spend with one company in one industry, and I believe that we all have seen a lot of changes,” says Bruce. “I am confident that I am leaving Zotos with terrific senior management and Henkel management who truly care about seeing Zotos grow to that next step.

Filippos Minadis, a 24-year veteran with Henkel, who knows both

the retail and professional beauty businesses, will run Zotos going forward. Reach him at pminadis@zotos.com. “I have been lucky to have a terrific team, who truly made me look good, and I am proud to announce the Lisa Huber will take over as executive director of sales for Zotos Professional. Reach her at lhuber@zotos.com. “My wife Randee and I are going to spend some much needed time relaxing and traveling. I hope that you will stay in touch.”

Shane Wolf

Richard Han

SHOW CALENDAR

DECEMBER / JANUARY

WHEN WHAT WHERE CONTACT

December 1-2

Cinderella Hair Extensions: 6 Methods Birmingham, AL www.cinderellahair.com

December 1-2 Cinderella Hair Extensions: 6 Methods Amarillo, TX www.cinderellahair.com

December 5-8 SOHO Natural Products Expo Orlando, FL www.sohoexpo.ne

December 9 Cosmetologists Chicago: First Mondays Chicago, IL americasbeautyshow.com

December 14 CEW: Beauty of Giving Luncheon New York, NY cew.org

JANUARY

January 12 MLB Original MW Super Barber & Beauty Show Rosemont, IL mlbmidwesttradeshow.eventbrite.com

January 18-19 10th Annual Beauty Supply Store Opening and Owner Conference Miami, FL beautysupplyconference.com

January 19-20 International Beauty Exposition Las Vegas, NV internationalbeautyexposition.com

January 24-26 Beacon by Professional Beauty Association. Long Beach, CA probeauty.org/beacon

January 25-27 International Salon + Spa Expo (ISSE) Long Beach, CA probeauty.org/isselb/

January 25 North American Hairstyling Awards Long Beach, CA probeauty.org/naha

January 27-30 ECRM Hemp/CBD Health & Beauty EPPS Jacksonville, FL ecrm.marketgate.com

January 29-30 Indie Beauty Expo Los Angeles, CA indiebeautyexpo.com

ATLANTA

1-800-936-8733

CHICAGO

1-800-535-6110

DALLAS

1-800-925-4669

1-800-936-8733

1-800-535-6110

DETROIT 1-844-421-9736

HOUSTON 1-713-343-5636

LOS ANGELES 1-877-644-0167

MEMPHIS 1-844-525-4669 MIAMI 1-866-616-3200 NEW

1-844-358-8967 ST. LOUIS 1-844-544-5200

1-844-525-4669

Reader Feedback

Let your voice be heard!

In this segment, OTC Beauty Magazine wants to find out what is important to you, our loyal readers. Posing a handful of questions each month, our goal is to learn through feedback how to better serve you. We ask that you take a few minutes to share your thoughts; write responses on this sheet and mail it back to us, or send it via email.

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• What were the top-selling items at your store?

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• What will you do differently with your store in 2020?

When we receive your feedback we will choose a few answers to feature in the next month’s issue. You could be famous just by answering a few questions – simple as that! We look forward to hearing from you and thank you for supporting this publication.

보내주신 답변 중 몇몇을 뽑아 다음달에 기재하도록

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Mail this form to: ( 보내실곳: )

OTC Beauty Magazine, Attn: Editorial Dept. 3587 Oakcliff Rd. - Doraville, GA 30340

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