How to get the most out of your negotiations

May 31, 2012 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 and medspa 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. While not every negotiation is about closing a big deal, 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. Clarify goals; don’t make assumptions.
  1. 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 than 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.
  1. 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 all parties 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. Watch your body language and tone of voice.
  1. 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 promotional deal so that it works better for a customer. It’s not about always being “right.”
  1. 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 business owner or manager. Keep in mind mutual goals and stay positive. That will go a long way toward negotiations that are upbeat and helpful, and that will get the results you need.

Filed Under: Information Flow, No-Compromise Leadership Tagged With: , , ,

Creating a foundation for salon and spa growth

May 3, 2012 by

You’d never open a salon without the proper tools — state-of-the-art scissors, top-of-the-line blow dryers and, of course, fabulous, effective products. Similarly, no one would try to run a spa without massage tables, pedi chairs and wonderful scrubs and lotions.

Unfortunately, many owners do try to run their salons and spas without the proper business tools needed to be profitable and successful.

Many salons and spas struggle with cash-flow and figuring out what’s coming in (and going out). Without a clear financial picture, it’s impossible to plan for steady growth, as expenses always pop up. Many owners (maybe even you) start using their personal credit cards to pay the bills — even to cover payroll. It’s impossible to build a strong business without a realistic cash-flow plan.

Numerous other owners and managers grapple with staff concerns, from hiring to pay design to performance evaluations. Some owners have leadership issues, uncertain how to translate their vision to their employees so that everyone is working toward the same goals. Proper communication is one of the first steps in building a successful business, yet it is one of the basics that many salon and spa owners believe they don’t have time for. A culture where employees want to do their best, stay and grow is one of the hallmarks of a thriving, profitable business.

Providing consistent customer service is also difficult for many businesses. As you know, customers expect more — just doing the minimum is no longer effective in today’s super-competitive environment. Surpassing customer expectations in every area of the business is a requirement to develop a loyal customer base that will recommend a salon or spa to their friends.

Do these challenges seem familiar? While perhaps not as glamorous as offering a great cut, a photo-worthy up-do or a creative manicure design, solid business practices are what every salon and spa need to be successful.

The path to addressing these issues starts with you — the leader. Start coordinating your game plan for change now. Now is a good time. And you can find the time to make it happen. The alternative action — putting it off again — will only leave you in a declining holding pattern. If you want change, do it now.

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Looking for the best place to start?

The Strategies Incubator is designed to jumpstart the business side of your salon/spa. In four intense, exciting days, you will learn the basics to grow a strong business, including financials, leadership, teamwork, communication, compensation, employee retention and customer loyalty.

Without a proper business foundation, a salon or spa cannot grow in a healthy way. It may appear to be doing well, but it’s no more stable than a castle built in the sand.

Start building your foundation for success at the Strategies Incubator, June 10-13. Find out more here.

Filed Under: Customer Loyalty, Financial Literacy, Information Flow, No-Compromise Leadership, Productivity, Profitability, Staff Retention, Teamwork Tagged With: , , , , , , , , , , ,

Five ways to stay energized in your business

April 19, 2012 by

Feeling a little blue? First-quarter sales not quite what you were hoping for? Just a little worn out by the day-to-day routine? Try these tips to recharge your batteries and get reinspired about being a leader:

  1. Know it’s not always going to be easy. There are going to be tough days, difficult decisions, cash-flow challenges, people who call in sick. Have a plan for how to deal with the days when you’re frustrated, angry, sad or aggravated. Start now by making a list of “Things I Love About My Salon/Spa.” Add to it regularly; revisit it often.
  2. Plan for the long term. Identifying where you’re going in a few months or years can help you keep your eye on the prize. Staying focused on your ultimate goals for your business will remind you of the big picture. Take time to review where you’ve come from, too. We can get bogged down in the everyday grind and forget how we’ve grown, how much better we’ve gotten.
  3. Involve your team. Your business can never grow without the energy of your staff members. Look to them for ideas, support and suggestions. And be sure to offer lots of appreciation. Your staff has lots of options about where they work. They chose you. Doesn’t that make you feel good?
  4. Don’t put off tough decisions. The mental drain from not doing is far greater than what’s involved when you make a decision and act. Thinking everything over and over and over (and over) before making decisions is exhausting and sure to sap your energy. Gather the facts, follow your heart, and take action.

Find the joy. Every day. Think about what went right, who went beyond the usual call of duty, which customer was especially happy. Can’t think of anything? Try harder. Ask your staff for the highlights of their days too. Jot down notes as you move through your day, just so you won’t forget. Laugh together with your team, share stories, do things just for fun.  Take a few minutes for yourself – even on the busiest days – to take a walk, breathe deeply, read the cartoons or watch a funny online video. Don’t underestimate the importance of self-care – exercising, eating well, getting sufficient sleep, connecting with friends and family.

Filed Under: No-Compromise Leadership, Productivity, Teamwork Tagged With: , , , , , , , , , , ,

Accomplish more

November 7, 2011 by

If your to-do list is as long as your arm and growing every day, the problem might be that you just don’t have a system for getting things done. Sometimes, making a list serves as a substitute for actually doing anything!

Get started on crossing things off your list – and not just adding to it – with the following tips:

  • Decide what really needs to be done. This goes beyond just jotting minutiae down on paper or using a computer-based task-listing program. It’s about figuring out what tasks are important to the operation of your business. If it truly needs to get done, write it down. Otherwise, when things get busy, too many things get lost in the shuffle. If it’s not necessary, maybe it’s time to let it go.
  • Build a plan. This includes the steps needed to get to the goal. It may be as a simple as a phone call or two, or as complicated as planning for an expansion. The more detailed your plan, the more likely that it will come to fruition. Include anticipated costs as part of your plan, as well as timelines. If there aren’t dates assigned to every step, things will fall through the cracks.
  • Assign tasks. Make sure everyone knows what their assignments are and when they’re due. Even if they’re ongoing tasks, they’ll need due dates. Set parameters for completion, such as the budget for a project or the end result you’re seeking. Leave the “how to get there” up to the staff member, whenever possible. Be clear on who’s responsible and don’t assume that “somebody” will just do it.
  • Be flexible. Unexpected issues, from a broken washing machine to the flu taking out your staff, are bound to happen. Look at the big picture. You won’t accomplish everything all the time. With a well-thought-out list, you will achieve key tasks and most everything else. When crises do occur, your staff will already be used to chipping in and being part of the solution.
  • Celebrate the completion of tasks. For bigger projects, celebrate the achievement of steps along the way. It’s easy to get wrapped up in what’s left to do. Take a moment and say thank you. Be encouraging and appreciative. When things are at their most stressful, be sure to take a moment to acknowledge the efforts of your staff. And, don’t forget the day-to-day efforts that make your business run efficiently.

A business is made up of countless tasks, sometimes a seemingly insurmountable number. When you break down the work into steps – and enlist your staff as allies – your to-do list will grow more manageable, both on a day-to-day basis and in planning for the future.

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