The power of keeping salon/spa staff focused

July 26, 2012 by

Maintaining a sense of urgency is a management responsibility not to be taken lightly. Complacency can quietly infect even the most successful businesses. It usually begins during a period of smooth sailing, when the “business as usual” mentality sets in, leadership relaxes, and the urgency that previously inspired growth and performance wanes. Personal agendas take a precedence over the business’ goals and needs. The team loses focus.

Perhaps more than any other, the salon/spa environment is a fertile breeding ground for complacency. At most salons and spas, a “pecking order” keeps gridlocked and overbooked technicians in square opposition to new technicians trying to get established. In the middle is a mix of rising stars and underachievers…and those who are simply satisfied with their present level of performance and income. If an owner or manager, by choice or necessity, spends a lot of time behind the chair, the grip of complacency tightens. Efforts to rally staff enthusiasm are hit-or-miss. Conflicting personal agendas and a lack of leadership blur the business’ focus.

At Strategies, we get many questions from well-intended owners seeking the magic formula to motivate staff. There is no magic formula, but there is a formula. It’s a process of focusing staff on performance priorities, and devoting the time and attention to establishing goals (and keeping them at the forefront of staff’s daily activities). For example: There is a big difference between telling staff they must improve retention rates, and keeping retention goals and performance data posted. Telling staff to improve, but without clear goals and objectives, is like launching a rescue flare. It rises high and shines bright, and you hope against hope that someone sees it before it falls and fizzles. Setting monthly goals and posting the scores every week — or even every day — keeps everyone focused on growing the business. It’s one ingredient in the formula.

In contrast to shot-in-the-arm motivation that yields short-term results, focus mobilizes your team for maximum short- and long-term performance. Focus brings consistency to client service and technical execution, which directly improves retention rates. Focus also dramatically reduces errors and drives efficiency upward. It propels sales to record levels because everyone is pulling in the same direction. Focus is the difference between “business as usual,” and a high-performance environment.

What are you doing to keep you and your staff focused?

 

Filed Under: Information Flow, Leadership, Productivity, Teamwork, Uncategorized 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: , , , , , , , , , , ,

How to run a great salon or spa and still “have a life”

April 5, 2012 by

Does this sound familiar? “I just work, work, work. It feels as though I can never get away from work. How can I make sure that things get done at my company and still manage to have a life?”

I hear this all the time. Owners feel consumed by their businesses. But finding balance between your business and your personal life is necessary to avoid burnout.

When you need to handle every aspect of your business, there will only be one outcome: exhaustion!

Here are five tips to run a great salon or spa and still “have a life”:

  • First, divide your company into departments. Think marketing, education, human resources, hair, spa, medspa, customer service, staff retention, budgets, etc.
  • Now, assign a person in each department to be the department head.
  • Work with your department heads to develop systems for every area of your business. Think about the most common services and situations. Ask department heads to solicit input from all staff, so there’s buy-in from the start and a sense of inclusion.
  • Have department heads write down the steps involved with each system. After reviewing them and making necessary changes, include the processes in one place, such as a binder.
  • Now you have a how-to manual for every area of your company. Work with your key staff to ensure team members are properly trained on each system. (You may want to develop skill certification for primary skill areas. Strategies can help you with this.) The end result? You can take time off knowing that your systems will guarantee impressive customer experiences and the business will operate efficiently.

Sometimes I wonder if I’m in business to maximize profits or if there’s a bigger purpose. Having a family and a business, I believe that the purpose is making the money and having time to spend it. There are times when I pursue a little less money and a bit more free time. Other times, I devote myself full-on to the company. The point is that I’m making a conscious choice.

You get to choose too. Remember the goal is to make sure that the company grows and for you to grow with it. By developing great systems, you ensure that you’re offering exceptional customer experiences, while creating opportunities for you and your staff. Now, that’s a win-win-win situation!

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

Three keys to creating the ultimate salon or spa experience

March 29, 2012 by

A friend and fellow entrepreneur once told me when it comes to going to a salon, it’s important that the stylist get the cut and/or color right every time. If you don’t get that part down, you can forget about everything else. However, when you consistently get the cut and/or color right, then it becomes about everything else, the experience.

Salons and spas throw the word “experience” around like nobody’s business. “We charge higher prices because our clients pay for the experience.” “Our clients come to us because of our great salon experience.” What the heck does that mean? While every salon/spa has their own way of doing things, many owners and managers have no clue what matters to their clients.

In my salons, the experience starts with the initial point of contact. How the guest-care coordinators greet our clients is important, including their words and tone. We often tell new team members to “smile through the phone.” When a client comes into our business, we have a two-second rule. That means that when clients walk in the door, they are warmly greeted within two seconds.

Next, we offer a complimentary stress-relieving treatment. After a thorough consultation, we begin the service ritual with a scalp massage and stress-relieving shampoo. We also give clients a hand massage while their hair is blown dry. We expedite the checkout process by offering to reserve the next appointment while our guests are “in the chair.” We finish with a quick makeup touch-up, before we escort our guests to the front.

We’re often asked how we’re able to incorporate so much into the salon visit and how we deliver this experience to every guest, every time.

It comes down to three things: culture, accountability and systems. As a team-based business, our staff understands the importance of team service. They understand that everyone is responsible for taking care of the guest. Period. From the guest care coordinators to the salon interns. That’s our culture.

Next up is accountability. Everyone is responsible for ensuring our commitment to the customer is kept. It’s that simple.

The third thing is systems. Systems create the foundation and the support to create consistency. Consistency breeds loyalty. With systems in place, we can always focus on the client.

We all like to think that we provide superior salon and spa experiences for our guests.

Can you answer “yes” to these two questions?

  1. Would I pay full price for the services we offer?
  2. Is the experience worth the price every time?

I can answer, “Yes” and “Yes.” If you can’t, start thinking about culture, accountability and systems.

Your turn:  How does your culture support your vision? Let us know in the “Speak your Mind” field below.

Filed Under: Customer Loyalty, Information Flow, Productivity Tagged With: , , , , , , , , , , , , , , , , , , , , , , , , ,

It’s getting personal: When salon & spa owners aren’t taking a paycheck

March 22, 2012 by

paycheckWhen the owner of a salon or spa isn’t taking a paycheck, it’s more than business; it’s personal. When you’re feeling stuck and your debt is out of control, it may seem as though all is lost — it’s not!

Need a little encouragement? Start here:

  • Take some time and reconnect with your passion for the beauty industry and think about what your long-term goals are for your company.
  • Realize that there is a path to achieving your dream. You can do it by holding yourself accountable to doing the work, developing a sense of urgency for tasks and renewing your commitment to your business. It may not be easy, but it is very possible.
  • Learn the tools that you need to build strength and structure in your salon or spa.

 Here’s a quick to-do list:

  1. Face your financial reality, including current debt. Use your Balance Sheet and Profit & Loss Statement. Be honest!
  2. Make a plan. This is your Cash Flow with projections for revenues and expenses. Look for areas where you can cut expenses and maximize revenues. Develop specifics for each area so that all players know what needs to be done and how to do it.
  3. Share the urgency. Help your team understand why changes need to be made and how they fit in.
  4. Celebrate small wins. It can be daunting to look at the “big number.” Set goals along the way and celebrate their achievement with your team. Keep it positive. Regroup when goals aren’t met, then set new goals. It’s a process.
  5. Get help. A professional coach can help hold you accountable to your goals and offer a “safe space” for discussing fears, realities and strategies.
  6. Believe in yourself. You can build an amazing, enduring company.

What steps are you taking to achieve a better financial future?

Filed Under: Compensation, Financial Literacy Tagged With: , , , , , , , , , , , , , , , ,