Yay team!

August 3, 2011 by

Just because a group of people work at the same place doesn’t mean that they’re working “together,” toward the same goals. Successful businesses have strong teams. That’s true whether it’s a department store, your favorite restaurant or a salon/spa. When groups work together, the path is easier and the results are impressive.

There’s more to working as a team than sharing a business address or uniform. Start with these tips, and start reaping the rewards of teamwork:

  1. Everyone’s on the team. You can’t have a team if 80 percent of the staff is on board and a few people aren’t. This isn’t voluntary. The whole staff plays by the same rules. No exceptions. It means that everyone enjoys the good times, too.
  2. All team members have an important role to play. When we start thinking in terms of “star” employees and “everybody else,” we send a message about who’s important to the business. Which employees could your business operate without? The person who handles front-desk and administrative duties? Stylists? Massage therapists? Team members may not play the same functions, but each has a significant role to play. A drummer may not get the same recognition as the lead singer, but the show doesn’t go on until everyone’s on stage. Don’t play favorites.
  3. Great teams have great leaders. The owner and manager are the coach and captain. They must be an example to the team and a source of encouragement and support. Let’s face it, it’s challenging to own and manage a business. Your staff, your team, looks to you for how to act and react, and for how to respond to challenging situations. Make sure you’re giving the right messages, every time.
  4. No team can survive without communication. All you have to do is watch a pitcher and catcher in a baseball game to see how important communication is! You may not have such a complicated set of signs, but constant communication is a must, every day, both formally and casually. Don’t assume your team already knows something – tell them, and tell them again. There’s a reason a coach has locker-room meetings with the team before the game and again at halftime (and that’s in addition to all the communication during the game)! It’s really difficult to over-communicate.
  5. Team members take care of each other. It’s corny, but there truly is no “I” in team. While personal successes and growth should be encouraged, the team should always be shooting for mutual goals. Staff members should be helping one another out and looking for ways to make things go more smoothly for the team. Share concrete examples of how this happens at your business with your staff, and make sure you praise this behavior. Have team goals and be sure to celebrate when they’re met.

Fostering a culture of teamwork is not an simple task. When you do, everything about running your business should be easier and more enjoyable. And that’s a worthwhile goal for everyone.

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Don’t get bogged down by poor staff relations!

April 18, 2011 by

Have you ever walked out of a business and felt covered with toxic ooze from the in-fighting among employees? Or by the way the owner clearly favored one staff member over others? Or there was so much gossip and negative chatter that you just wanted to put your hands over your ears and hum so you couldn’t hear it?

Whatever you see and hear in your company, customers are also witnessing. Profitable businesses need staffs where employees are held to equal standards, where gossip isn’t tolerated, and where owners and managers know when to step in to ensure a positive experience for clients.

  1. Be consistent. This is why it’s so important to have an employee handbook, explaining duties, breaks, etc. When it’s in writing, everybody knows what’s expected. Don’t play favorites. Enforce rules consistently.
  2. Keep it about business. Sure, there are employees you like more than others. That’s called human nature. Your employees aren’t necessarily your friends. Evaluate performance based on, well, performance. Whether you like someone’s car, boyfriend or music choices has nothing to do with how they do their job. Unless something personal is interfering with job performance, keep it out of the conversation.
  3. Don’t get dragged into gossip. Almost everybody likes to gossip. It bonds us together as we find common gripes. As the boss you must stay above this to keep your credibility. And when you talk about employees behind their backs, you are not only betraying trust, you are playing favorites. Rise above. When you hear employees gossiping – whether or not you are invited to join in – ask them to stop. Gossiping is a surefire way to breed negativity in your business.
  4. Handle situations as they arise. Yes, it’s easier to “let it slide, just this once.” When you do that, you’re setting a precedent, for that employee and for the rest of the staff. “If I was late last week and it wasn’t a problem, why should it be an issue today?” “If Mary didn’t empty the trash, why are you upset that I’m not doing it?” If you see it and it violates the rules or isn’t up to your standards, say something. Let employees know where they stand.
  5. Know when enough is enough. When you’ve spoken to an employee about rules violations, given written warnings and offered suggestions for improvement, it may be time to consider a separation of employment. Don’t go it alone. Check with an attorney to ensure you’re doing it by-the-book. That’s usually not an easy choice to make. Once it’s done, frequently, the whole staff will breathe a sigh of relief – and you will, too, when you’ve moved on.

A client’s experience is based on more than just the quality of the specific services received. Do everything you can to ensure that the atmosphere in your company is inviting, friendly and welcoming. Difficult conversations should not be held in front of clients. Visiting the salon/spa/medspa is a respite for your customers – give them the peace they desire and deserve by keeping the drama out of your business.

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Put time on your side

March 8, 2011 by

“There are never enough hours in the day.” That’s a thought that most of us have had at one point or another.

Some people never seem to have enough time. They’re always running late, acting as though they’re drowning in mountains of paper or talking about how much they have to do with so little time to do it.

The problem is often managing one’s time. With Facebook, Twitter, the Internet and cell phone plans with limitless minutes, it’s easier than ever to waste time, even while grumbling about being oh-so-busy.

Start taking control of the hours in your day with these time-management tips:

  1. Track your time. Yes, it’s tedious, but for one week write down everything you do in 15-minute increments. Be honest! It’s better to know that Facebook takes up two hours a day, than to wonder where the morning went. Just being aware of how you spend your time is the first step in getting your day more organized – and getting more done with less angst.
  2. Prioritize. Now that you know what you do and how long it takes you to do it, it’s time to decide what’s most important to do. That’s going to be different for everyone, and will vary day to day. Some tasks are urgent and must be completed by a certain date or time. They need to go to the top of the priority list. Others may be delegated to a staff member. And you might even find yourself deleting some items from your to-do list altogether.
  3. Make a list of goals you want to accomplish each day. Just as you would add extra time for a home-improvement project, make sure you schedule a bit more time than you think you need for each task. Things usually take longer than we anticipate. When we are truthful about how long things could take, it is much easier to stay on schedule. You won’t feel behind from the first task.
  4. Plan for the unexpected. Be sure to leave some open space for the unforeseen, such as staff questions or an appointment that runs long. And schedule in a break or two – it’s vital to clear your head, so go for a walk, have lunch, run out for a coffee. You’ll find yourself more focused when you do.
  5. Remember, it’s a process. When you lose track of time or are struggling to finish things up at 10 p.m., it’s easy to give up. Instead, review your day and try to figure out what happened. Maybe you didn’t allow enough time for a job or perhaps a genuine crisis threw your day out of whack. Whatever the cause, don’t beat yourself up. Just keep working on it – tomorrow is another day.
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New Year is the perfect time to review, define company values

December 29, 2010 by

Values might seem like an old-fashioned word. Really, values are about the principles and ethics that guide our everyday choices, whether at work, home or dealing with others. It’s not about religion or political affiliation or the like, although certainly, those may help us develop our personal code of values.

It may sound strange, but a business has values, too. They’re what guide the staff of the company in its dealings with employees, customers, vendors, the community and others. When leadership doesn’t delineate and express the company’s values, staff members are left to try to figure out for themselves what the right thing is to do in any situation. And that might not be the same as what the owner would do.

Does your business represent the values you want it to? Get started on the right path by doing the following:

  1. Figure out what your own personal values are. Many of us have a vague idea of what moral code we live by and what we consider ethical. Formalize yours and put it in writing. Come up with situations you face regularly and decide what helps guide you in choosing the right path. What traits are intolerable? What type of behavior is mandatory?
  2. Ask your staff for input. Have an open mind. Your team may come from different backgrounds than you. Ask questions to see how people would deal with various ethical situations. Find out what values are most important to your staff and how they incorporate them into their decision-making. Ask each person to make a list of his or her most important values, and how they incorporate them into their lives.
  3. Define the terms. With your staff’s assistance, come up with definitions for the terms on the list, such as honesty, truth, kindness to all, and the like. Is there a difference, for example, between lying and telling a half-truth? Come up with the definitions together.
  4. Make a final list of your company values. Use your staff’s input but understand that this is your business. The values you choose are ultimately the ones you most believe in and want practiced in your salon or spa. Make the list easy-to-understand. Don’t have too many. Make sure that you can explain how each can be lived in day-to-day life at your business. That way, everyone knows what behavior is acceptable – and why.
  5. Review the list with your staff. Post it prominently. Keep the conversation open and ongoing. Review it at staff meetings. Discuss how certain actions exemplify the values on the list. Be proud of your values.

        Having a set of values is more than just a list on the wall. You don’t want to live by one code of ethics at home and another in your business. It’s important to live your values every day, and make sure that your staff does, as well. It makes for less stress, less conflict and more balance, at home and at work.

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        How does your salon/spa grow?

        September 22, 2010 by
        Growth is a topic on the minds of most owners and managers. Bigger isn’t always better, however. Growth needs to be profitable in order for a business to be successful.  And being a big company isn’t necessarily the right goal for every entrepreneur.
        As you plan for the New Year, keep these tips in mind to help clarify your goals for the growth of your business.
        1. Know your vision and follow it. Sure, it sounds basic. But many owners are vague on exactly where they want their companies to go. Ask their missions, and they respond, “To be the best salon,” or “To offer our spa clients a special experience.” Truly know what your vision is and decide what path you need to take to achieve that.
        2. Understand the numbers. Numbers may not be the most glamorous part of being a business owner. The truth is you won’t know if you’re on track to profitability if you don’t know where you stand financially. Even if you have a bookkeeper or financial officer, understand what the numbers mean – both now and in the future. How else will you know if you can afford to achieve your vision?
        3. Hire people as passionate as you are. Some hard skills are relatively easy to teach, but your staff either shares your passion for your vision, or they don’t. And if your staff doesn’t understand where the company is going and where they fit in, well, why not? It’s your job to communicate that and to ignite that passion in each employee. Don’t hire people who are content with the status quo. Look for people who can share your dreams and help you achieve them. Don’t forget to reward them along the way.
        4. Know what kind of sacrifices you are willing to make. Every business requires sacrifice along the way. Be aware of which ones you’re willing to undertake. It’s OK if you don’t want to give up all your free time or invest every penny in the business. There’s not one right way to grow. Just be honest with yourself.
        5. Plan for profitable growth. You won’t grow profitably if you don’t plan for it. How will your expenses change as you grow? Will you need more staff? A larger space? More equipment? Put it all on paper and see how it fits in with your vision. If it doesn’t, rework the plan.
        Wanting to grow is a natural part of being an entrepreneur. Being the biggest isn’t the only goal. Make sure that your long-term goals are realistic and fit in with your values and overall life plan. While your business can be all-consuming at times, it is just one part of the puzzle that helps you form a balanced life.
        Ready to dig in and get ready for 2011? Register today for the Strategies 2011 Salon/Spa Game-Planning Retreat.
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