This quarter has been quite the learning curve for me as an owner transitioning out from behind the chair and our third year at our location. We have seen massive growth with many changes and focus on allowing us to continue this trajectory. So this quarter, my new motto has been let's get better before we get bigger, and if you like to take that and make it your own, I invite you on that journey with me.
Knowing what moves the needle is crucial to your success, whether behind the chair or the owner. When we can simplify and create a process of how we do something, it is easier to rinse and repeat. Instead, we must focus on our business and prioritize what matters the most.
I never understood a salon owner's perspective of responsibility and pressure until I became one. I do not have all the answers, but I enjoy sharing my experience of success and discovery to shed light on the world of salon ownership. I also have been doing hair behind the chair for 20 years, so if salon ownership is not in your future, I feel like we can still relate, which is why I wanted to touch on this topic of what to focus on in your role.
Many roles in a business are needed to allow it to grow and operate, and function daily. As a stylist behind the chair, it can become so busy, and there isn't time for error, let alone lunch and bathroom break. I feel you both!
Being busy can feel good, but it doesn't always equal success. If you are slammed behind the chair, chances are we may be slipping in the areas that help grow our business. We can get messy and miss opportunities financially, benefiting the stylist and business. Most of us feel exhausted at the end of the day, and the day feels like a blur!
If you are a salon owner taking control of everything, you may be slacking on time management, understanding your priorities, and missing opportunities to serve your team.
I like to share what I believe the owner should focus on versus the employees.
Salon owner
Visionary
Stay ahead of the curve by reaching the latest products on the market that will give your business a creative edge.
Focus on the goal for the month, quarter, and year projections and take appropriate action to ensure you stay on track to accomplish your goals.
1. Leadership
Self-reflect and growth
Only you can take care of yourself. Make yourself a priority. Make time and prioritize time to nurture yourself physically and mentally. I will dip into busy action, leaving me with nothing but frustration, discouragement, and unaccomplished. When I make time for myself to work out, eat well, and get good rest, I function 100% better for my team and business. Making time to learn more about leadership and business is necessary; to become better, we must learn to be that person. Your business will require you to develop strong business and leadership skills. Read books that will guide you to become a better owner. Listen to podcasts that will inspire, motivate, and educate you. Becoming better is a process and takes incredible discipline and dedication to evolve your very being.
Ask for feedback
I sit with each team artist one-on-one in our monthly performance reviews and ask them for honest feedback. Warning! You may not like or agree with what they say but know that asking for feedback will allow you to see the business and your leadership from their perspective. This feedback isn't a time to start reasoning about why you did what you did or said what you said but to elaborate on more of their viewpoint and come from a place of understanding. Give yourself time to digest their comments and take notes. Is it something that we, as their leader, can change? Is it present a possible issue down the road? In what ways can we adjust so that the team feels heard? if multiple people give the same feedback, then we can create an opportunity to take a course of action to make corrections
Please make time to lead your team: They want constructive criticism. Your team wants to know if they are on track and if you are pleased with their work. They want to be engaged and challenged. Give them monthly goals and ideas on how they can achieve their goals. Set them up to win, not lose. I think of this as a love language of quality time, and most of your team want to spend time with the one signing their check and understand "WHY ARE WE WORK HARD TOGETHER."
2. Delegation
I mentioned before there are many moving parts in a business that creates momentum and growth, and the truth is that one person not only should not do it all but most likely, they are not good at it all. The right people in the correct positions should make work more accessible and efficient. Start with a list of all the things that need to get done and the different roles of the business. Only put your name next to the areas you are a master at and enjoy. Next, you must find internal or external help for all the other roles. Initially, you may feel compelled and capable of doing it all, but as the business grows, these roles can be delegated to an outsider to allow you more free time to do things only you can do.
3. Culture- "If you help enough people get what they want, you will get what you want."
If we don't establish the culture, it will create its own! Show your staff your core values, expectations, and what the attitude of a servant leader should be, and lead by example. If you are unsure what your culture is, it's time to establish it because it will help you decide who to hire, who to fire, and what will help grow the business. Start with writing a list of descriptive words that would describe your dream team. Next, write out what you would want your dream client experience to look like. Finally, what does your business value, and use these values to make all your business decisions.
Employee
Customer Service
How to make this client experience extra special
Call them by their name. It gives each client attention and belonging instead of a number or another body in the chair. Take that moment to study your and your team's schedules to see who is all in the salon. If it is a new client, introduce them to the team. Make them feel welcomed into your space.
If they have been in before (if a regular), Make special notes about their last visit and conversation.
Go out of your way to make them feel VIP (each and everyone!)
Give them ALL a Signature consultation.
This is the magic moment that builds trust, relationship, and retention. Set a common goal for their beauty. Please share with the client you want to show them a product to help them with XYZ. Ask them if they can commit to the maintenance for the desired look. Reiterate what you will do today with price transparency and get their verbal agreement that they are on board with your professional recommendation of process. If you do not feel like you are on the same page with the client, keep asking more questions until you can connect.
Our dialogue
How we articulate what we are doing in a professional matter will help to elevate the guest experience and build more credibility as a licensed professional
. I love staying at the Ritz Carlton and always feel valued and essential. They call me by my name and go above and beyond to make me feel special, such as handwritten cards welcoming me back, with chilled champagne and chocolate strawberries in the room waiting for me. Their motto is Ladies and Gentlemen serving Ladies and Gentlemen. How can you treat your clients like the Ritz serves their hotel guests?
Learning and Practicing Technical Skills
We will forever be working at mastering our craft, and tools and techniques will evolve. Challenge yourself to learn something new each week and grab a mannequin or practice on a friend. Practicing your craft will keep you engaged, excited, and stretching your skills. Use tools that excite you and help make your work easier. Even a regular client can get bored with you if you are not switching up their look and trying new things. I believe it's great to brag to your clients about new classes you have taken and education courses you have used your time to learn and grow more. They get excited about you and few you as more of an authority. The soft skills we touched on in episode 94 encompass your communication style, people skills, and awareness. This life skill will be a subject we must always be studying and improving. We are emotional artists, and it is sometimes difficult to communicate with challenging clients or a team. We respond to how we perceive the person or situation versus removing the emotion from it to respond.
Creating happiness
This method is one I learned with Strategies and have been implementing in my salon, which focuses more on asking versus focusing on the outcome. I love this system because it creates behavior and feels less pressure than tracking our numbers. I used to hate hearing the numbers and felt like all the salon cared about was our numbers but what I realized I didn't like was that there was no coaching around it. The results were you hit your numbers, or you didn't. The number shows us a story of our effort. When we ultimately control our success and certain behaviors and create specific results, the mindset shifts into feeling empowered and focused on genuinely creating happiness in the client experience. The outcome is that the numbers increase. The areas of focus should be the rebook, retail, and upsell. When you realize the only job you need to do is make the offer and develop the habit of asking and recommending to your client, it begins the momentum to transform your business.
I hope you enjoyed this episode and have received a message that will help you grow and build your business. My goal is to help you transform your business and self to create a career that supports your life. If you like this episode, I would love it if you would leave this podcast a review and share it on IG with your beauty besties! I'm honored to be a part of your beauty business, and I hope this has been your dose of a game-changer!