NEW STYLISTS INDUCTIONS Wow! Excellence in hair

Transcription

1 NEW STYLISTS INDUCTIONS Wow! Excellence in hair Table of Contents Receiving the client... 2 Telephone Quoting... 3 Booking appointments... 3 Appointment timing... 3 The typical appointment cycle... 5 Finishing Consultation... 5 Quoting salon services / Consultation... 6 Wow! Procedure for quoting... 7 Home hair-care recommendation... 8 Brocato hair products... 8 Re-booking clients Marketing materials In salon treatments Scalp tonic treatment Deep intensive moisture treatment Colour sealer treatment Protein reconstructive treatment Intensive protein reconstructive treatment How to massage at basin Basin recommendation techniques Wow! Hair & Beauty packages Complaints P a g e

2 RECEIVING THE CLIENT In the first 8 seconds the client decides if they like and in the next 30 seconds they decide if you are the stylist they want to do their hair. Always be warm and friendly when greeting the client, ensure you do not greet the client over the front counter this places a barrier between you and client, You need to show the client you are open and honest by walking to the side of the counter and remove any physical barriers between you and them. Remember the client needs to trust you fully to come back, so help portray the right image in the first place and you will build a strong clientele in no time. Seat the client quickly (ensure that the station is clean and tidy) and gown the client up ensuring that they are comfortable, If the seat is to high either adjust the height for the client or place a stool at their feet to make them more comfortable. Offer magazines and refreshments and then let the stylist know that their client has arrived. If the client is going to be waiting always give an indication to the client as to how long it will be before their stylist is over. The stylist may get you to start the service for them but never assume this always ask first prior to washing the client. Remember you never get a second chance to make a first impression! If you are the stylist looking after the client always introduce yourself prior to consultation. i.e. Hi! Welcome to WOW. I m.. and I m looking forward to looking after your hair today, I would like to start today s visit with a quick consultation so I can get some more information about how I can help you! Always; Ask your client to fill a client card in on their first visit and at the start of every season so we have their most current hair conditions and contact info on record. Offer every client magazines and coffee, tea or a glass of water with biscuits. Ensure clients are seated in a clean styling bay, including the floor. If there are none available sit the client at a awaiting lounge and quickly clear an area before seating. Wash all cut and regrowth clients hair after stylist consultation or after clippers have been used on men s cuts. Remember all colours apart from foils must be lightly washed prior to starting. If you are just walking the client in give some indication of when the Stylist will be available (be sure to inform the Stylist of the client s arrival). Talk about the client not yourself. Remember that we are professionals and the client pays us to service them 95% professional only 5% personal. Cape every client up prior to their service to prevent any damage/ dirtying of their clothes. Never; Place a wet towel or cape on a client. Even the smallest amount of dampness causes discomfort to the client. Talk over your client s head include her always in conversation. PLEASE REMEMBER THAT COMMON SENSE AND COURTESY SHOULD BE PRESENT AT ALL TIMES IN THE SALON AND YOUR BEHAVIOUR IN SALON IS A REFLECTION OF THE COMPANY 2 P a g e

3 TELEPHONE QUOTING The way we answer the telephone is as important as a high level of customer service, remember to new clients the way you come across on the phone is their first impression of our salon and first impressions last! Because we cannot see the other person while we are on the telephone, quoting some prices may be difficult (particularly for chemical services). For this reason we never give a quote over the phone. Always be helpful, patient and offer an APPROXIMATE price and explain you will need to see their hair before confirming on an exact price. (Once again this helps to avoid disappointment and embarrassment in the future) Also different salons call different lengths different things so what is long at Wow! Could be to the customer only a medium length; be sure to ask where does your hair fall to ensure accuracy of the quote and always give a ball park figure. Below are some other tips on answering the phone. An example of phone quote maybe something like this. i.e. Mary unfortunately over the phone it s hard to see your hair to give you a proper quote. For shoulder length hair for a cut and colour I usually would suggest one of our Package 2 colour packages. This includes a regrowth colour, designer cut, blow dry, colour sealer and 2 free beauty services. For your length that would be around $109 - $119 dollars. So you know prior to starting any service your stylist will give you a firm quote so you know what the price will be before you start! Would you like me to book that appointment for you? Some important points to remember when using the phone are; Never allow the phone to ring more than three times and ensure before answering you are smiling this comes across to the client in your tone of voice Always ask the client for their name, mobile number and suburb before booking an appointment. We do not take appointments without a phone number. If another call comes in while you are on the phone put your client on hold and take a message so you can ring the other person back. A client won t mind holding for a minute if you are only taking details. Write any messages for other stylist down to ensure they get the message. Answer all calls with Wow! Excellence in hair [name] speaking, how may I help you! If you don t know a price, check with a more senior stylist. NEVER JUST GUESS!! Basic procedures to follow when making an appointment:- BOOKING APPOINTMENTS 1. Would they like a particular stylist? 2. What day is best? 3. Morning or Afternoon? 4. The stylist is available give two options 5. Contact telephone number and suburb and confirm spelling of name 6. Confirm appointment date and time when you say goodbye TIMING GUIDE FOR APPOINTMENTS Consultation, shampoo, style cut and blow wave or Package 1 30 minutes Package 4 Consultation, Cut and perm wind for short hair 45 min/ 60 min for long hair Package 2 colours 30 min to cut and apply regrowth, 30 minute process and 30 min finishing time Remember if it s the clients first visit to the salon put an extra 15 min finishing time for an extended consultation prior to service. For any other queries of times please see your senior staff. Never just guess!! 3 P a g e

4 4 P a g e

5 THE TYPICAL APPOINTMENT CYCLE It is important to talk about different things at different times with a client. Most appointment follow a general pattern as laid out below; 1. Entering the salon When the client enters your salon they are normally in a low mood, they are depressed and un-impressed with the current state of their hair. This is why when they enter the salon we take every effort to ensure that our client is comfortable and that they enter a professional customer service based environment. 2. Consultation and quote- Quoting salon services/ Consultation At the end of your clients consultation you will have formulated a plan for client and given them idea s of what the results would look like, By using questions you have found their existing hair issues and been able to recommend other services to them building your clients trust in your abilities. So what type of services/ products should be recommended at this stage of the service? Additional foils / colour to complete the look Additional tones and colour technique Glamour blow drys or Hot iron finishes Treatments and extra beauty services to help achieve the best results 3. During shampoo / basin service If a treatment has not already been recommended (if the client is having a cut) then you can ask questions to find out which treatment would be most suitable to the client and recommend it. Also during the shampoo stage it s also important to talk about any further services like beauty the client may like to get done. Once you start conditioning though you should remain quite so the client can enjoy the massage. 4. Sitting back at styling bay Your client has been re seated with wet, lifeless hair and no apparent style. Keep your recommendations to a minimum instead you should be looking at give them small tips on maintaining their hair and find out more information about them and more information about their specific hair problems in general. 5. Finishing off (final consultation) The final consultation is done whilst we are finishing off our clients style. During this time we need to give our client idea s and tips on maintaining the style at home and arranging for their next appointment to either check-up on the style or for their next major service. Remember your client will not come back no matter how great your style is if they have difficulty maintaining it. Remember this part of your clients visit 5 P a g e

6 should the all the information we have given through the clients visit together. So what type of services/ products should be recommended at this stage of the service? Idea s of services for their next visit (something to look forward to) Home maintenance products and tips on how to use them Ensure they have the correct equipment to maintain their new hair style Rebooking for their next visit to ensure they get the best slot for them. Remember a message will be sent to their phone as a reminder so If they forget and the appointment isn t suitable they can always let us know. Introduce Bring-a-friend $5 vouchers to our client Invite clients back if they experience any problems in managing their hair at home, It s either they come back to you or they will find another stylist that will help them. It s best to offer first so they know to come back! 6. Check out When your client is at this point, they just want to pay and leave the salon, this is why it is so important to ask for the re-booking and introduce your $5 vouchers prior to being back at the reception desk. All that should be occurring at the reception desk is checking out the sale and saying your good-byes. Please do not hang around the reception area as this looks very unprofessional to prospective clients outside QUOTING SALON SERVICES/ CONSULTATION Quoting is what sets us apart from our opposition; the client has decided to take the time to come into the salon because they are looking for a change. They may only be asking for a price but what they are really figuring out is if they want to change stylists or what our salon has to offer them. It is all to common that a client will walk-in and ask how much it is for a haircut to be told $35 for your length. What motivation does this client have to come in to see you, she went out of her way to try something different and the stylist just gave her a price. How to quote: When a client comes into the salon sit her down on either the waiting couches or a styling bay and do a miniconsultation to give the client a good idea of what you intend to do! During this quote ascertain what your client would like exactly. Would it make her hair easier to manage with a treatment? Does she usually get beauty? Would she benefit more if you suggested a package? Finally when you have finished quoting the client for the service be sure to see if she has time to do that now or would she like to book in or would she like to book for a more suitable time? Finally you need to be sure that whatever we have quoted the client is written down on an appointment card and given to the client. Correct procedure for Consultation is what sets a Awesome stylist aside from an ok one. Remember this client has come to you because they have decided they need a change, Don t just treat them like all their other hairdressers, Stand out above the crowd and show them your passion for your job, After all you are a hairdresser because you like making clients look their best! 6 P a g e

7 Wow! Procedure for Quoting 1. Bring client through and ensure she/ He is comfortable and ready for the consultation/quote. 2. Sit with client at eye level either at the styling bay or on waiting couch/seat and seat and talk to your prospective client about, Remember the more questions you ask your client the more information you will gain and the better you will be able to do your job. Below is some example of questions you could ask; b) Do they have a style they like or are they looking for a change? c) Is their hair difficult to manage (would they benefit from a treatment)? d) Have they had colour in their hair and would their style benefit from it? e) Do they usually have beauty services done (would a package be better value for them? f) Have they been looking after their hair correctly with a hair maintenance range for home? g) Is there any particular problems with their hair they would like to have addressed? h) Is there any particular things that are important to the client 3. If they have time look at some magazines/ipad styles and pictures. This gives them and idea of how the service would look completed. The client may have an idea of a style they want, If it s something that won t suit them always let them know in as nice way possible and suggest an alternative that would suit them better. It s all good saying this but if the client still wants the service remember the customer is always right. If they don t like it at the end you did let them know and it will be another service to fix it. 4. Always offer other service, So many hairdressers forget this, remember as a professional it is your responsibility to your client to recommend other services that would help your client get the best possible results. i.e. Sue, because you straighten your hair for work, I will also quote you for one of our re-hydrating treatment. This will put the moisture back into your hair that is taken out from regular heat straightening and ensure your hair is in perfect condition plus we will also pamper you with a relaxing head massage as a bonus! 4. Always be sure to record all services quoted with individual prices on the back of the client consultation card. This need to be left near the computer with the clients details and colour instructions written on it to be entered into the computer 5.. If the client hasn t got a booking or was just chasing a quote always ask them if they have time to come in now or if they would like to book later in the week. This is vital, remember you have taken the time to quote them for the service, find out if they are interested! 90% of the time if you have impressed them and shown them that you can help, they will come in straight away. If not write the quote with what is included on a business card with a date for one month validity. i.e. I actually have time to do that now if it suits Mary or would it be better for you to book in later in the week? Quote the full and complete service, encourage the client to experience the total service. (It is easier to lower the price later or give a second quote if the client chooses to have partial service) 7 P a g e

8 CONSULTATION RECORDS As previously mentioned here at Wow! Excellence in hair all client services are to be completed only after the client has filled out a Client consultation card and a full consultation performed. If you are unsure if a client has already filled one in just click on their appointment on salon ezy and see if there is any address details in the system for them. Consultation card The consultation is the salons record card for our clients, hence it is very important that these be frequently updated so that the most current information is on record. Please ensure that every new client is given one to fill out and details are updated and questions answered every season (3 visits, so the clients most up to date information about the condition of their hair is recorded on the computer. Please record all quotes service details and colour notes on these cards to be inputted into the computer. HOME HAIRCARE RECOMMENDATION Retail is a very important part of being a stylist at Wow! Excellence in hair, We have heard stylists say that their job is to cut hair and that product salesperson is not on their job description. This could not be further from the truth a stylist has a professional responsibility to all of their clients to educate them on a total hair solution and part of this is using the correct styling and maintenance products for their specific problems and styling needs. We have heard clients complaining about how they can never get their hair to look just right or how their hair is hard to manage; this is because their last stylist didn t take the time to prescribe a home maintenance range to them. Here at Wow! Excellence in hair we are lucky to have an amazing exclusive range to offer our clients. Brocato The Brocato brand of hair care products are a cutting edge, styling focused designer line of cleansing, conditioning, styling and finishing products developed by Sam Brocato. Sam being an owner of 25 salons throughout the US and one of his country s top hair stylists and educators created each product in this brand to create what he feels is the perfectly balanced range. So many ranges of products currently on the market have pigeon holed hair problems and created very stock standard ranges. The Brocato range is different you as the stylist actually prescribe the perfect solution for your clients needs to address multiple hair problems with a simple combination of Brocato s designer product range. All products are created from naturally derived ingredients are 100% water soluble to allow for products to be blended and layered and do not weigh hair down. 8 P a g e

9 Hi Lift brushes Hi Lift professional hairdressing brushes are used by stylists Australia wide and have been a trusted brand for over 30 years. All brushes have either 100% pure natural bristle to help stimulate the hair follicle and promote healthy shiny hair, or have heat and chemical resistant nylon bristles to increase shine and hair smoothness. Below is a basic guide of the brushes and their uses; Please remember Round brush with rubber grips and natural bristle Straightening, styling, curling, flicking under and out, increasing shine and volume Ceramic thermal brush with rubber grip and natural bristle Straightening, curling and creating volume. Achieve silky smooth, shiny results while heat styling your hair. (uses a heat retaining stem plate) Cushion brush with natural bristle Detangling, stimulating the scalp, increasing shine, smoothing and removing product build up. Hot tube ceramic thermal brush with nylon bristles Thermal barrel retains heat for faster drying and styling, straightening, curling and creating volume. Achieve silky smooth results from the ceramic component that produces negative ions. Always check that the client has the proper equipment to do their hair after they leave the salon there is nothing worst for your client then to get home and realise they don t have the same tools as their stylist. i.e. brushes, diffusers, styling aids etc. Remember you will not be doing the client and favours if they cannot manage their hair once at home because they do not have the correct products!!! Please ensure to leave the products you are recommending to your client in front of them from the start of your service. Even if you don t talk about them until later in the service having them there allows your client to look and read the products while you are busy i.e. mixing colour etc. So with this said, some of you might be now asking so when do we recommend a service or retail products to our client. To understand this have a look at the graph shown below, this is a representation of the high and low points of your clients visit within our salon.. 9 P a g e

10 RE-BOOKING After you have finalised with the client their home hair care needs and ways to manage their hair style at home, and before the client moves from the chair, now is the time to ask the client to re-book their next appointment. In your discussion with the client you need to explain when they need to return to the salon in order to maintain the shape and manageability of their new style. Please remember to extend an invitation to every client to re-book after each salon visit, this regular contact with your client well help you keep abreast of any changes to the condition of their hair. Re-booking Procedures Bring the Client card over to your client and sitting down beside them make a suitable time for their next visit Record the details, name, phone number home and mobile taken of client card, book service, both in the computer appointment book and on the client card and fill out today s visit in the computer records then fill out the appointment card with the date and time for their next visit. Remember to take down the client s day time contact telephone number and address as forward bookings will require confirmation of the appointment the day before. If they have a mobile number select TXT as the confirmation method and a message will be sent automatically the day before their service to allow them to confirm. Each morning a delegated stylist is responsible for calling all the clients to confirm all re-bookings booked for the next day. (This helps avoid no shows and helps to remind the client). This is conducted through cock pit in the Salon Ezy appointment book system see your Manager. If someone No-shows please ensure your manager knows. Clients that no-show more than three times will be charged a $30 No-show fee on their next service (by managers discretion). POINTS TO REMEMBER Product recommendation and client re-booking are essential aspects of providing quality service to every client. This demonstrates to the client that you care about their hair, not just for this salon visit but also caring what will happen in the future. (Many clients have already experienced indifference, which is why they are sitting in front of you). 10 P a g e

11 MARKETING MATERIAL Appointment cards These should be given to each client when they come in for a quote or re-book a service. Please Ensure that any product / service recommendation is written beneath the calendar section so our client has a record, if they change their mind on the products or want to purchase it later in the week. All clients will be sent a confirmation message through Salon Ezy to confirm their appointment in the week of their visit as a reminder of their booking as well, so if they lose their card don t stress. Package flyers When no clients are booked in, it is essential to give out flyers in front of the shop. These flyers contain some excellent specials available during down time in the salon to help generate trade, please ensure to have a smile on your face whilst doing this and most importantly talk about the specials as your giving them to the clients. This is much more appealing to a prospective client than just having a brochure put in your hands. Bring- a- friend invite A stylist biggest form of advertising is the word of mouth from a happy client. To use these cards the Stylist must write the existing clients name and client number on the are provided on the back of the cards. All these cards are to be prepared in the morning before the day begins. The client will then give these cards individually to friends and family who are not Wow clients. (First time visit only) and both the referring client and the new client that has been introduced will receive $5 off their next service. i.e. We are running a promotion for new clients. We feel we have something special to offer people and we want to reward our regular clients. I am going to give you 3 cards to give your friends and family who do not visit our salon. They will receive $5.00 of their first visit for every card we receive back with your name on it, you will receive a $5.00 credit towards your next service isn t that great? 11 P a g e

12 IN SALON TREATMENTS Every client requires a treatment to keep their hair in optimum condition by re-hydrating the hair shaft and moisturising the scalp. Different treatments do different jobs some help to lock in and stop processing of colour, To repair damaged hair by either adding protein to rebuild the honeycomb structure of the hair after a chemical service, re-hydrate the hair with a surge of moisture or to Clarify and cleanse the scalp. In salon there are several treatments available in salon to suit all hair conditions; Scalp Tonic Treatment (scalp tonic) This treatment will refresh and rejuvenate the scalp, by stimulating the blood vessels and nerves. This will create better circulation and increase growth. This is great for men or ladies who suffer from dry, flaky scalp, thinning hair or dirty hair from product build up and the elements. To perform this treatment -Shampoo once -Mix 10mls bay rum + 2 pumps of shampoo + a dash of water and shake in a applicator bottle - 1 minute vital massage with treatment to help lift deposits of product and dirt build up. -Comb scalp gently with a curry comb for one minute to invigorate scalp -Rinse off foam -Massage conditioner in for 2 minutes -Rinse thoroughly Home care Recommendation Shampoo: Peppermint Scrub once a week Deep Intense Moisture Treatment This treatment will re-hydrate the hair making it easier to manage when styling. It will even out the moisture levels from mid-lengths to ends, improving the elasticity and strength. A moisture treatment will help prevent environmental damage from the effects of the sun, hard water, air-conditioning, drying winds, heat styling tools and general wear and tear on the hair To perform this treatment -Shampoo scalp twice gently -Dab dry hair prior to treatment application -Apply intensive moisture treatment to the hair and massage through for 2 minutes (one song) -Apply a hot towel for 1 minute or until it cools -Rinse thoroughly 12 P a g e

13 Home Recommendation Shampoo : Saturate shampoo Conditioner : Saturate treatment / Vibracolor treatment (fine hair) Leave-in moisturiser : Saturation leave-in Or Cloud 9 Miracle repair crème To prevent further damage always use a heat protectant Colour Sealer Treatment (Package/ Promo treatment) This treatment will help lock your clients colour in utilising natural botanicals contained within the coconut extract contained within our Specialised treatment. This treatment usually comes with the packages and special promotions. To perform treatment: -Shampoo hair twice gently and apply toner if required -Apply treatment (1 to two pumps) and run through with fingers to ends -Perform relaxing massage for 1 minute -Rinse thoroughly Home Care Recommendation Shampoo: Vibracolour shampoo Conditoner: Vibracolour conditioner Protein reconstructive treatment This treatment is used to strengthen and rebuild cuticle for extreme chemical or physical damage. As the protein is absorbed by the cuticle of the hair it reconstructs it giving shine and strength back to the hair. Please be sure that this treatment is appropriate for your client and check with a more senior staff member if required before recommending. To perform this treatment: -Shampoo hair gently -Mix 3-5 pumps of treatment, 1 pump of shine drops and a dash of Brocato protein booster - Apply with a tint brush - Perform a 1 minute vital massage ensuring the product is evenly distributed through the hair - Perform a 2 minute relaxing massage - Rinse thoroughly Home Care Recommendation Shampoo: Vibracolor shampoo Conditioner: Cloud 9 miracle repair treatment Leave-in moisturiser: Cloud 9 miracle repair crème or Cloud 9 miracle repair mousse 13 P a g e

14 Intensive reconstructive treatment This treatment is used to strengthen and rebuild cuticle for extreme chemical or physical damage. As the protein is absorbed by the cuticle of the hair it reconstructs it giving shine and strength back to the hair. The heat from the dryer will help the product become more rapidly absorbed by the hair To perform this treatment: -Shampoo hair gently -Mix 3-5 pumps of treatment, 1 pump of shine drops and a 5c peice sized drop of Brocato protein booster - Apply with a tint brush - Perform a 1 minute vital massage ensuring the product is evenly distributed through the hair -Wrap in glad wrap and put under the natural dryer on the treatment setting for 5-10 minutes - Take back to basin and perform a 2 minute relaxing massage - Rinse thoroughly Home Care Recommendation Shampoo: Cloud 9 miracle repair shampoo Conditioner: Cloud 9 miracle repair treatment Leave-in moisturiser: Cloud 9 miracle repair crème or Cloud 9 miracle repair mousse 14 P a g e

15 BASIN RECOMMENDATION TECHINIQUES Ascertain a need- This is the 5 Questions for treatments 1. Do you use a blow dry or ceramic iron when you are styling your hair? 2. How often do you use these heat styling appliances during the week? 3. How often do you have chemical services done (colour/perm)? 4. Do you find your hair difficult to manage at times? 5. Do you ever experience fly away or frizzy hair? These questions give a general guide as to questioning required to figure out what treatment will be best for a client. When you are used to the products we recommend asking questions in your own way, this comes with time. Explain- For what reason do they need the treatment 1. When you heat straighten your hair you are effectively removing the moisture from your hair to freeze it into the desired position. 2. When you use any chemicals in your hair you are introducing a foreign substance into the cuticle of the hair. This can have a drying effect on your hair! 3. A lack of moisture is usually the cause of Flyaway and also can make even the best cut difficult to manage and control! Remember the Golden Rule, Always avoid Technical Jargon and KISS! Keep It Simple Stupid Your client doesn t care that the lack of protein in their hair can affect the tensile strength, But it is important to them that a reconstructive treatment will stop their hair from being brittle and snapping! See how that slight change in wording can change this statement from us airing our knowledge to showing concern for our client. Benefit and Advantage- What will this treatment do for your client? 1. Today I would like to recommend a Rehydrating treatment; It will replace the moisture that heat styling your hair can take out. Giving your hair extra shine, body and smoothness for up to three days. 2. Mary I would like to pop a treatment through your hair today to hydrate your hair and give it more manageability. Our Hot coconut treatment will give you a long lasting shine and smooth out any fly away giving you control over your hair again! Ask- Do they want it? 1. I will also give you a excellent 3 minute scalp massage which my clients tell me are fantastic and it is only $15, Would you like me to pop one in for you now? 2. I have the time to pop one in for you if you would like? 15 P a g e

16 MASSAGE TECHINIQUES 16 P a g e

17 HAIR AND BEAUTY PACKAGES Here at Wow! Excellence in hair our clients know our salons because where are the original hair and beauty package specialists, many other hairdressing salons have now adopted this popular way of pricing services but we ensure our salon packages are always the best value for money and of course have no nasty hidden costs. Your manager will take you through our most popular packages and how you can add to them when you start. COMPLAINTS As much as we try our best, there will be times where you have an unhappy client. It is important not to take it personally and to seize the opportunity to win the clients loyalty, not a matter of winning the argument WOW Hair group have a very clear policy on handling complaints, putting it simply SATISFY YOUR CUSTOMERS NEEDS- If they are not happy just fix it! Listen to the client s complaint nodding sympathetic understanding; Remember respond YES always: Yes! I understand how you must feel Yes! It certainly looks that way Yes! That seems to be a problem for you NEVER ADMIT FAULT BUT ALSO NEVER BLAME THE CLIENT OR BE UNSYMPATHETIC. By coming to us they are giving us an opportunity to make them happy and kepe them as a client. NOW Lets see what we can do to make you happier with your style/colour etc. IF all else fails ASK THIS QUESTION: What would YOU like me to do for you? This usually floors them, the fight is gone, the client is thinking: What do I want them to do for me? It is a calming, settling sentence. The client will then be more responsive to you when she understands you are going to look after her. If you feel you cannot handle the complaint fill in a complaint form on the Staff resources site so Letitia can contact the client and sort it out. 17 P a g e