If your salon team isn't performing as well as you'd like, it could be because of your leadership. Study the systems that will assist each employee in achieving her best: mission statement, employee evaluations, staff meetings, coaching for individuality, and rewards.
Gone are the days when all team members charged the same prices for their services within the same business. This method of pricing can cause stagnation and de-motivated technicians. Owners may wish to set different levels of pricing based on performance. Looking at service tickets, retail sales, productivity, and retention will help to place the technician in the proper pricing level.
Contrary to how it may sound, tiered pricing can create a stronger team as it motivates all staff members to work harder to advance to the next price level.
Typically, there are three types of employees: rookies, complacent staff, and superstars. The rookies are the most impressionable staff you employ. They can be eager to learn and often need guidance and motivation to get to the next level. When you see a successful future in this employee, take the time and work with her. Maybe she needs one-on-one time weekly, for instance.
Twelve-week assistant training programs are a great way to really get to know the employee and determine if they should be part of your team. Give rookies goals and expect great things from them. However, owners need to look for signs of weakness and strengths very closely. There may be personality or maturity issues you cannot change. Weed out employees that do not uphold the standards of your salon or threaten the integrity of the team.
Complacent employees are doing a good job, but need to be coached to the next level. Increase their responsibilities regularly and give frequent feedback. Recognize them often for a job well done and don’t forget to set goals frequently with them. They may need just a little bit of your time to become a superstar and be an integral part of your team.
Superstars are the leaders of your team. They appreciate the rules and the standards you have set and are truly motivated. Because they do such a great job, we may neglect them when it comes to goal setting and praise. Don’t make the mistake of ignoring their good work. They need to be motivated and coached just like any employee. Make sure to show your appreciation.
Reward Your Employees
Finally, rewarding your employees adds to a sense of team. To be thanked for an exceptional job can go a long way. Just as the client is rewarded regularly with promotions, a team member also needs motivation. Rewards and incentives can be for individuals or groups within a business. If you are not sure what motivates your team, ask them. The biggest key to a successful incentive is providing rewards that motivate.
During employee evaluations, ask your team members what motivates them. It may be every other Saturday off, gas money for a long trip to work each day, child care subsidies, etc. Sometimes a cash prize is not the answer.
The White Rose Day Spa & Hair Design in Vestal, N.Y., believes in creating goals and incentives for all its team members. “The front desk is a perfect example of an area that often lacks goals and rewards. Yet it’s the first point of contact for a client, so the staff must be educated on all services,” says owner Karen Latta. “To keep them motivated we make them part of the incentive programs at our spa. Without their knowledge and education, the cross-promoting of departments and launching of new services would not be successful.”
Teamwork doesn’t come over-night. It takes time, commitment, and great communication to create or rebuild a team you feel will work. The health of any business comes from a solid framework — which is built on teamwork. Develop yours when you open your business and if you have gotten off course, take the time to rebuild. You will never be sorry.
[SAMPLE MISSION STATEMENT]
Mission Statement for Studio 10 Hair & Nail Design, Wooster, Ohio
It is the mission of Studio 10 to ensure that our customers receive professional, quality services and get the attention they deserve. As a full-service salon, Studio 10 knows that the changing needs of the customer requires attention to details, keeping up-to-date on changes in the beauty industry, and meeting the needs not only of our customers, but our community and fellow employees.
We help our industry by maintaining its standards, by making sure we are current in our methods, and by maintaining communication. Studio 10 and its employees strive to not only meet the requirements of our state board of cosmetology's continuing education requirements, but to exceed these requirements whenever possible.
Studio 10 maintains an active involvement in the community by donating gift certificates, participating in food and clothing drives, donating monies to local charities and participating in other community-related events when possible.
Structuring Incentive Programs
Guidelines for individual incentive programs:
• Keep programs focused and creative.
• Create goals that are fair, achievable, and motivate the technician to grow.
• Have the technician compete with herself (i.e. reward the nail technician who sells the most paraffin wax treatments as a percentage of the number of clients she has serviced.)
• Keep programs ongoing — Have an incentive for clients one month and an incentive for employees in alternate months.
Guidelines for team-based incentives (for larger staffs):
• Keep teams fair—they should be comparable in knowledge and level of experience.
• Keep the staff motivated — update performance within a team and with competing teams frequently.
• Keep the program focused — focus on one goal at a time (i.e., biggest increase in rebooked clients).
5 Staff Meeting Musts
1) Place adequate notice for the meeting date and time.
2) Meet on the same day and time each month to provide consistency and greater attendance.
3) Have an agenda posted ahead of time for the meeting.
4) When possible, hand out a typed agenda and paperwork to support your agenda.
5) Provide meeting notes at the conclusion of the meeting for non-attendees.