Andrews Salon Marketing

Is your salon staff not performing to expectations? Does it always feel like your salon is a revolving door for unreliable stylists, nail techs, or receptionists?

Let me tell you that you’re NOT alone. Eighty seven percent of all small businesses have a challenge when it comes to locating and hiring quality staff.

My wife (Carolyn) is the director of golf operations at an exclusive country club in New Jersey. Carolyn gives me the horror stories weekly about unruly and unreliable staff members who don’t show up on time, make constant mistakes, and gossip about others behind their backs. To be completely fair, Carolyn has inherited these employees. She didn’t hire any of her staff. Carolyn was relocated to this position to see if she could get this mess straightened out. Poor performance (expectations) apparently has been an issue for quite some time.

This is easily rectified. It all comes down to both parties understanding the expectations and understanding the consequences (accountability.)

Have you ever heard a family member or friend ask their child to clean up their room? What usually happens? NOTHING! Why? Because most parents want their child to clean their room but don’t expect them too, and worse, they don’t hold them accountable.

It’s the same for your salon staff! You have to ask yourself…have I been very clear on what I expect from my salon staff about these particular job requirements. If so, am I willing to hold their feet to the fire and make sure that this job is done to my highest expectations? The second your salon staff crosses the line there has to be accountability.

If your dog chews the furniture and you choose to do nothing, guess what? Your dog will continue to chew the furniture, and then maybe move on to your shoes, linen, and clothing, until you draw the line.

I was working with a client several months ago. He was struggling to attract new clients. I gave him a clear precise set of instructions as to what he needed to do in order for me to help him change his circumstances. Two weeks later we had a conference call. I had my folder open so I could write down everything that he accomplished. Not one minute into our conversation and he started with the excuses (I didn’t have time, my computer went down,  I forgot the number, etc.)

I quickly interrupted him and said…”Steve, my folder only has room for accomplishments. It says right here at the top of my folder in bold print ACCOMPLISHMENTS, and it’s underlined. There are no spaces in my folder for excuses. If you want my help, and you’re willing to commit I can help you. If not, let’s not waste each others time.”

Two weeks later Steve accomplished everything I asked of him. WHY? Because he understood my expectations, and he knew I would hold him accountable.

So here’s your blue print for hiring a successful salon staff. (I understand that you cannot discriminate, but you still need to have a good sense of who fits, and who doesn’t.)

1.    Write down the perfect characteristics your salon staff must have in order to perform at “your” highest expectations (Out going, attractive, well dressed, well spoken, clean, smiling, able to perform services at a high level, etc.)
2.    Write down your job description in detail exactly as you want it performed.
3.    Write down exactly what you expect from your salon staff daily (cleanliness, on time, out going, helpful, courteous, happy, smiling, etc.)
4.    Write down exactly what you will NOT tolerate (gossiping, tardiness, bad attitude, unhappy clients, etc.)
5.    Write down as many “open ended” questions as you can think of that will get your prospective salon staff talking (what do you like most about the salon industry? What do you like least? How do you feel about working late, or coming in early? Why did you leave your previous job? What makes you a good candidate for this position? How do you adapt to new ideas and instructions? How often did you clean up your equipment, or area? Was cleaning your equipment mandatory or your initiative? etc.) You can weave simple yes or no questions between your open ended questions so that your potential salon staff doesn’t faint.

By asking open ended questions you’ll get a great feel for how your new salon staff will act with your clients, and for you.

In order to have a salon staff that works in harmony will come down to your ability to be up front and honest about what you expect from each of them on a daily basis. And when they decide to test you…and they will… you need to hold your ground and take immediate action.

Once they see that you’re NOT a push over, they will fall into formation and enjoy a structured work environment where everyone is created equal.

I hired and fired a maintenance crew for a country club for 6 years. It took me one year to remove the poisonous staff members, and one year to build it back up. When I was through the country club had the ability to run on its own, without supervision, because each staff member understood their job requirements, expectations, and consequences.

Contact me if you need further assistance, AND let me know what you thought of this article by leaving me a comment below. Good, bad, or ugly, your feedback is important and welcome.

Helping you increase your salon sales,

Glen Andrews
http://www.AndrewsSalonMarketing.com

P. S. If you haven’t taken the FREE 7 day salon marketing video series, you’re missing out on some simple, yet effective, salon marketing strategies that will enable you to attract more clients, and increase sales.