Hurts so good: Overcoming the pain of positive change

September 28, 2012 by

John Cougar Mellencamp said it best: “Hurts so good. Come on baby make it hurt so good”.

Personally, I can think of a few times when that statement was actually true. One time was when I finished my first marathon in 95-degree weather. All the pain and commitment from months of training finally paid off as I crossed the finish line after 26.2 miles. Another was recently when I had to have physical therapy on my shoulder due to two dislocated ribs. As a stylist of 29 years, the pain in my shoulder had become almost unbearable when I would blow dry. My physical therapist pulled, twisted, massaged and made major adjustments that were down-right painful, but at the same time “hurt so good”. Now I’m on my way to a full recovery thanks to the pain I was willing to endure to get the end result.

Now let’s put a spin on this and relate it to running your salon or spa business. Do you have some painful areas that are clouding your vision for your company? Or perhaps there are some sore spots you need to address, such as people on your team that you would be better off without? Maybe you need to make some serious financial cuts that would be painful at first, but in the end would be more beneficial for the company and your financial future? The pain is worth the end result.

I have been on a five-year journey to change our company’s future, and have been working hard to become debt free. I have had to make serious cuts, such as closing a location, ending some toxic relationships within our company, changing our payroll structure and improving my leadership skills so that I am better prepared to address behaviors that are not in the best interest of our company. Change is painful, but today I have a fantastic culture, inspired teamwork, a highly-profitable company, benefits for my team members (like 6 weeks paid maternity or adoption leave), paid vacation and a strong education system. Yes it was often painful, but it was worth it in the end.

The time for change is now — stop putting it off. The pain is worth the end result.

YOUR TURN: What painful challenges have you overcome in your business, and how much better off are you now? What are some issues that are causing you pain? What’s holding you back from addressing them?

Filed Under: Leadership, Productivity, Profitability, Staff Retention Tagged With: , , , , , , , , , ,

An Entrepreneurial Manifesto – Part Two

July 25, 2011 by

Based on the volume of blog comments, last week’s MMWU clearly hit home with readers. My intent was to reinforce the one sacred and magnificent absolute that every entrepreneur owns – they are in control of their destinies. I presented a no-compromise entrepreneurial manifesto that included such noteworthy points as: Don’t squander the opportunity, stop whining, never get too full of yourself, surround yourself with talent, honor and respect your followers, and that it’s all about the dream.

Entrepreneurs do control their own destinies. But too often, their thinking and behavior get in the way. They hold back when charging forward is the best and logical option. They fail to manage the inevitable stress that accompanies business ownership that leads to self-doubt and feelings of isolation. They get too engrossed in emotional attachments that cloud their thinking and ability to make and execute the best decisions for the company – their dream.

In order to truly control your own destiny, here are my no-compromise additions to my entrepreneurial manifesto:

  • Change first: As a leadership and business consultant, I’m hired by a leader to fix problems. That usually translates into “fixing” everybody else to achieve the results and outcomes the leader wants. After assessing all of the intricacies of the situation to see where the breadcrumbs lead, the source of the problem almost always is the leader who hired me. And getting leaders to change their thinking and behavior is about the toughest part of the work I do. Even when leaders acknowledge their contribution to the problem, getting them to accept and embrace change is like a persistent game of arm wrestling. To live the entrepreneurial manifesto, leaders must not only embrace change, they must live it and model it every day.
  • You are not your company: The company is your dream – your creation. You invest money, blood, sweat and tears into your company. But, the reality is that it is your company – your company is not you. Consider this: If entrepreneurs strike out on their own to control their own destiny, why do they get stuck in their own companies? By stuck I’m referring to being consumed with work 24/7. I’m referring to the micro-management where your leadership tentacles are plugged into every facet of the company. I’m talking about the inability to let go of the controls and lead. Lastly, I’m talking about how owners who become “their company” compromise its value when it comes time to sell. Without the founder, the company is lost. You are not your company.
  • Lead your emotions: You cannot lead without making tough and unpopular decisions. You cannot please everyone. You cannot compromise the integrity and security of the company to avoid damaging personal relationships. You cannot accept mediocrity while fighting to take your company to the next level. You chose to be an entrepreneur. You chose to be a leader. Do it with integrity, respect, compassion and purpose. Making the right decisions for your company is hard when you allow your emotions to rule your thinking and behavior.
  • Do what others will not: You want to be the best? You want to blow away your competition? You want fiercely loyal customers? Then you must do what others will not. It’s one thing to set high standards of performance, it’s another to achieve and consistently maintain and refine high standards. Getting to the next level means climbing a steeper grade. Too many stop when the going gets tough. That’s accepting “average.” Being an entrepreneur means pushing the innovation envelope in all that you do.
  • Push forward when you think you can’t: If you’re a regular reader of my MMWU, you know my passion for road biking. Last week, I did a 68-mile fund-raising ride with my friend Mark through the magnificent scenery of Connecticut’s countryside. As the day wore on, the heat climbed well into the 90s. About a third of the way into the ride, we entered a stretch of relentless hills – many with steep grades that turn your legs into rubber and sap your energy. After an hour or so of this torture and sweltering heat, I was close to throwing in the towel. I wanted to stop in the worst way. I kept pushing forward. It was hard. Really hard. As we headed south toward Long Island Sound, the terrain leveled out. I got my second wind and finished the ride. Mark and I did our high-fives. It’s the same in business. Pushing forward when you think you can’t almost always takes you to a better place. When you quit, you never know the taste of victory.
  • Keep it glowing: Your dream of creating and building a company must be kept glowing as brightly as a silver trophy. It’s why you became an entrepreneur. It’s why you risked everything. It’s why employees were captivated enough to follow you, some for many years. It’s why customers buy from you. There will be those times when the going gets tough and the obstacles appear insurmountable. It’s in these times when you need to keep your dream glowing bright. Dreams can become dusty, tarnished and dented. It’s your dream that keeps you and company pressing forward. It’s always about the dream.

You are an entrepreneur. You control your destiny. Seize the opportunities. Break through the barriers and roadblocks. You know they’re not really big enough to stop you. It’s what entrepreneurs do.

Filed Under: Monday Morning Wake-Up Tagged With: , , , , ,

Success is in the details

February 15, 2011 by

We’ve all heard the saying, “Worry about the little things and the big things will take care of themselves.” While no one would necessarily advocate skipping the mortgage payment because you’re making sure there’s plenty of soap in the dispenser, there’s quite a bit of wisdom in the adage.

Too often, we get wrapped up in the big issues that frequently are out of our control. We truly can’t personally jumpstart the economy, stop a competitor from setting up shop nearby or keep that storm from hitting just on our busiest day.

What we can do is take control of the myriad details that customers notice every time they’re in your business, the type of details that might be easy to let slip through the cracks, especially when crises arise.

Start by adopting these practices:

  1. Say what you mean, mean what you say. Whether you’re speaking to a client or an employee, choose your words carefully. Don’t speak in the heat of anger or make promises you can’t keep. Your words are a tool. As someone in charge, you can be certain that what you say will be remembered and dissected. Choose words wisely.
  2. Make sure every hair is in place. There’s a reason that became a phrase to describe someone who is “put together.” Your client’s experience is more than one facet of your business. Don’t think that a great service is going to make up for a difficult front-desk encounter, a messy bathroom or being out-of-stock on a favorite product. Every detail needs to be in place – every time.
  3. Getting by isn’t good enough. Sometimes it seems as though no one is going to notice if you cut corners, just this once. The trouble is that someone might take note of that missing detail and not come back. Plus, it’s really easy to let “good enough” become the new standard. Insist on excellence. Show your staff how it’s done.
  4. Put the systems in place. It’s much easier to excel when there are systems to help you get there. Don’t make your staff reinvent the wheel every day. Systems save a lot of unnecessary questions, a lot of unnecessary guesswork and a lot of unnecessary mistakes. Get the details down once and train the employees who need to know. More things will get done right, every time. The result? Smoother operations and less wasted time.
  5. Don’t use the details as an excuse. The “little things” are important, for sure. Don’t confuse “busy work” with taking care of the details of running your business. When you find yourself color-coding your filing system for the fourth time or changing your Facebook status again or alphabetizing the herbal teas, you must ask yourself if you’re just putting off a bigger task. Chances are that you are. And don’t chalk it up to being a “perfectionist.” Some details are worth fussing over; others aren’t.

Paying attention to the details is what separates the ordinary from the extraordinary. True, the major issues won’t just take care of themselves; however, the small day-to-day details certainly won’t, either. And those could be the make-it-or-break-it details for your business.

Filed Under: Business Builders Tagged With: , , , ,

Negotiation doesn’t have to be win or lose

October 14, 2010 by

From the time we first tried to wheedle a later bedtime from our folks, we’ve all been negotiating in one way or another.

Salon/spa owners and managers do a lot of negotiating – with employees, customers, vendors, landlords, family members, other businesses – well, you get the picture.

Life may not be a cabaret, but it certainly can feel like one negotiation after another. Not every negotiation is about closing a big deal. However, similar techniques apply, whether an employee wants an extra day off or you’re working on a multi-year lease.

Keep these tips in mind to ensure you’re getting the most out of your negotiations:

  1. Everybody wants something. That’s what gives each of us leverage in a negotiation. Knowing not just what you want, but what the other person wants, helps both parties reach a mutual understanding.
  2. Try to understand the other person’s mindset. It’s sometimes not enough just to know that Mary wants Saturday off. It’s often important to understand the “why” behind the “what.” There’s often more to the situation that what’s visible. Ask questions to uncover what might be going on behind a request. Walk a mile (or at least around the block) in the other person’s shoes. Two people may want the same outcome but have different motivations. You’ll be a better negotiator if you take the extra time to understand why someone wants what he or she does.
  3. Think win-win. Negotiation implies a winner and a loser. When you reframe that to give a little, get a little, you might get exactly what you need to get, while the other person (not your “opponent”) also gets what he or she needs. Try to leave everyone feeling good, even when certain aspects of a negotiation don’t go their way. Help the other person see why you’re making the decisions you are. Make it a positive experience all around.
  4. Know what’s most important to you. Because it’s no longer about winning and losing, you can give in on things that don’t matter so much to you. Perhaps you need someone to work late, but it doesn’t necessarily have to be Kate. Or maybe you can change a deal so that it works better for a customer. It’s not about always being “right.”
  5. Don’t be stubborn for the sake of being stubborn. Sometimes we just dig in our heels and forget to listen to what’s being said. It’s not a sign of weakness to change your mind if a well-reasoned argument is made, or if you decide something simply isn’t that crucial. Knowing when to bend is the sign of an experienced leader. Of course, it’s all right to stand your ground, too. Just remember, though, ceding on a small point will often get you the majority of what you want.

Negotiation is a big part of the life of any salon/spa owner or manager. Keep in mind mutual goals and stay positive. That will go a long way toward negotiations that are upbeat, positive and will get the results you need.

Filed Under: Business Builders Tagged With: , , ,

Prevent and resolve conflicts for smoother operations

October 6, 2010 by

Put two or more people in a room and, sooner or later, they’re going to disagree. The more people and personalities you add to the mix, the greater the opportunity for conflict.

Salon/spa owners and managers can either fuel the flames of conflict, or help keep the peace, which in turn keeps the business operating more smoothly and with less stress for all parties.

Try these tips to help keep conflicts at a minimum, and resolve disagreements quickly when they do arise.

  1. Share information. One of the biggest sources of conflict is people simply do not receive proper direction and therefore, make assumptions. When their assumptions do not coincide with yours, wham! Conflict occurs. Unless you work at the “Psychic Hotline,” make sure you communicate frequently and consistently.
  2. Put it in writing. Job requirements and expectations, such as dress code and time off, should be in an employee manual. This will eliminate many a discussion about whether or not so-and-so is due for a break or is defying the rules. Have a detailed employee manual, give each staff member a copy and enforce it without fail.
  3. Don’t create firestorms. While it’s fine to comment on behaviors that are out-of-line with the standards you’ve set for your business, don’t let your emotions get in the way. Hold your temper and handle issues calmly and objectively. Once you’ve lost your temper, you’ve lost control of the situation. Your staff (even those not involved in the situation) will remember your actions long after the initial conflict is forgotten.
  4. Nip squabbles in the bud. Resolve conflicts among staff members as they arise. Petty bickering often escalates to all-out war. Keep your finger on the pulse of your staff. Many conflicts become “he said, she said” affairs. It’s not about taking sides. It is important that these conflicts don’t start to affect the customers and other employees.
  5. Keep a positive atmosphere. The best way to deal with conflict is to keep it from occurring in the first place. When team members are happy and working toward shared goals, conflicts are far less likely to arise. That attitude starts at the top. Work on attaining and maintaining an upbeat attitude (yes, even on “bad” days), and making your salon or spa an enjoyable place to work.

When you’re constantly putting out small fires, you’re left with less time to do the important work of running your business. And ongoing conflict keeps your employees from focusing on reaching their highest potential. Handling conflict promptly and trying to avoid it in the first place will keep your salon or spa a happy place for clients and employees alike.

Filed Under: Business Builders Tagged With: , , ,