How do you create new habits? Practice, practice, practice. The staff at HB&S are all trying to form new habits that work together since coming back from Champ Camp. The front desk is trying to also work their new customer service knowledge into those habits, so the flow of transitioning a client around the salon is smooth. And, as anyone who has attempted to stop smoking or create a healthy new eating plan can tell you, it's tough to not morph back to the old ways. I personally stressed myself into a bag of M&M's a few times within the past month!
The biggest challenge has been getting together as a group and laying out the boundaries. The front area is a non-loitering spot...and enforced with a shot from a mini water gun if necessary. Try explaining that to a client! The phones are off limits to anyone who has not been trained in the scripts used to greet a guest. Every service provider has requirements of what to do to prep their client for take-home products and re-booking their follow-up reservation. And each of us has an area of the salon that we are the VP of to hold the team together. For example, someone is in charge of new product research and pricing. Another is bringing up local networking opportunities and community events. Someone else who is great at organizing is taking on all the nooks and crannies through the salon to kick out the clutter. This holds us each accountable for particular areas that the owner cannot keep on top of 24/7. The end goals are clear: a professional salon that runs like a well-oiled engine no matter what the speed of the scheduled day is like. With these basic things in place, some of the former problems become easy to solve, and success falls in to place.
— Adrienne, nail tech