Is Your Salon Business a Dictatorship or a Democracy?
by Greg Milner on 26/11/09 at 9:24 am
As a business owner, you're there to give ulcers, not get them. Be demanding of your staff. INSIST that it's your way or the highway.
I get a LOT of questions from Members all over the world, and some of them resonate with almost every salon owner.
Our own surveys show consistently that apart from the challenge of getting customers (marketing), THE elephant in the room for 99% of salon owners is staff – how to find good ones, how to train ‘em, how to get them to do what you want them to do.
Untrained in the ruthless management of resources and people, many salon owners allow their staff to call the tune, and resentfully dance to that tune while the hired help look on with a baleful gaze and contempt in their eyes.
This from one of our Members just this week, and my response below. (If you are unaccustomed to brutal reality, if the idea of confrontation makes you weak at the knees, better stop reading now.)
I have put on a new receptionist last Tuesday and she won’t answer the phone the way I have asked her to.
I want her to say “(Name of salon), Sharon speaking, how can I make your day fantastic?”
Sharon says she is uncomfortable, saying this it sounds like a sex shop
She has made many other mistakes.
How long do you give someone a go?”
Do I call it quits now as I cant stand wasting my time on things that may not work
Please let me know what you think.”
I certainly will, but you might not like it. Here’s what I wrote back to this Member:
“I have zero tolerance for staff who will not do what they’re told. You own and run the business, not her. It is not a democracy, it is a dictatorship.
Patience and tolerance in business is over-rated.
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A post by Greg Milner The odd idea, a bit of prodding, a nudge here and there, a little fun, and the occasional dose of brutal reality. Greg is co-founder and CEO of Worldwide Salon Marketing, a writer, direct response marketing consultant, specialist marketing systems adviser and coach. He (sometimes) accepts private consulting clients. |
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tegan
Nov 26th, 2009
Thats just not cricket!
it’s easier to get rid of someone early than it is in a few months time. Remember that we own salons to make money, we have staff to make money. Your not running a social club or a charity your running a business, and this lady not doing as she’s told could be costing you a nice holiday for your family or a new car! Cut your loses and find someone thats going to bend over backwards to make you happy…..there are a lot of people out there looking for work, you will have no troubles finding someone GOOD,
Or even ask David Osborne to help you next time.
GOOD LUCK!
Gypsy
Nov 26th, 2009
I agree with Greg, its one thing if she is being trained and has made a couple of small mistakes ( we all do that) but to blatantly say NO I wont do that is not on, get rid of her yesterday.
Good luck.
Trish
Nov 26th, 2009
I TOTALLY AGREE WITH GREG. I was/am an inner circle member for 3 years. I did all the good advertising, promotions, followed Greg ALMOST to the letter. The cruncher was the STAFF. They were there to have a good time and just ignored anything I said. I didn’t exert enough pressure on them and had to put up with bullying from them and drug taking.
I sold my salon at a tremendous loss and had to sell my investment property to pay off the debts!
I still think Greg’s way is best which is why I still am a member of IC. At the moment I am selling from home to raise enough money to start again.
SO FOLLOW WHAT HE SAYS TO THE LETTER!
Michael Curtis
Nov 26th, 2009
I don’t know if “Dictatorship” is the correct word here Greg???
I agree staff should follow policy…but ultimately we’re trying to train, nurture and empower people….not ride rough-shot over them.
If the staff member is in-subordinate, disrespectful or blatantly refuses to follow instruction or policy – obviously there is an issue which needs to be addressed!
This again helps if you employee the right staff, the first time round. That’s why we do the HA assessment on every prospective staff member, even before we interview (Yes I agree with Tegan, ask Dave Osborne, he’ll help you with this) But, if the staff member has constructive feedback there MUST be an avenue for discussion as well…..Great communication is always two way!
Remember, without staff we have no business….so take your time when employing the right one, treat’em well, nuture & embrace them and they’ll make you proud and lots of money.
That’s my humble 2 bob’s worth…Michael
Greg says:
Michael, I exaggerate (but not much!) to make a point. In this case there was no constructive feedback, just flat refusal. Of course, it’s important to employ the right staff in the first place. But the process of training staff starts from before they agree to take the job, not after.
And that testing begins with a piece of paper that’s headlined “This is how we do business here – agree or disagree?” – and if the prospective employee reads, understands and signs off on that, you’re already off to a good start.
Too late to pull out the rulebook after the fact. Like children, people always perform better, live happily when there are clear, enforceable rules and boundaries. Any parent knows that you don’t wait till the brat turns 18 before telling him the rules, the rules are there from day 1 to short-circuit the tantrums before they materialize.
Feedback should be encouraged. But it’s feedback only. The boss makes the rules. Business isn’t a democracy, and it’s certainly not a socialist holiday camp.
For those interested, David Osborne’s Salon Staff Recruitment System is available here.
Michael Curtis
Nov 26th, 2009
That’s cool Greg…
How can you argue with a DIC-TAT-OR????
Greg says:
As I often say to my staff Michael, everyone’s entitled to my opinion:-)
Lisa Conway
Nov 26th, 2009
You cant manage people but people can manage systems and unless you have clear systems that a 10 year old can understand,you are just wasting everyones time.From the very first phone call you are gathering information on a potential new staff member.How they speak of their last work place their family their ex husband,that is how i find my awesome people.
Stop employing people for their skill and find passionate people and then teach skill.It is true that good staff are hard to find but good bosses are like hens teeth.Work harder on your self than on any one else and you will find great people for your team.Ask for help, where did I go wrong?, look at youself first for ALL the answers
Irene Wardrop
Nov 27th, 2009
After toying with the toolkit for some time i now follow it to the letter. And boy! do i mean to the letter. If you want to succeed you must do the same. I suggest you look at the Alan Forest Smith DVD*. It is from September 2006, If your staff or Receptionist cannot follow instruction then you are on your way to destruction! You MUST take your receptionist by the hand and kick her out the door! RIGHT NOW! Its your business, YOU PAY the bill and wages, Some employees just do not care and never will. If you go broke they will just walk across the road and get another job. Good luck
Irene Wardrop Bay Bauty Clinic & Any Lengths Hair
* Recorded during the September 2006 Road to Riches Superconference, Sydney. Available from Worldwide Salon Marketing.
Marina George
Nov 28th, 2009
I agree with the dictatorship. I was always trying to help them feel comfortable, and very forgiving. I would sit and talk with them to try and find out what the problem was. They have a policy and procedures manual in the salon and they still want to sit on their butt and have a great time. It has cost me money and clients. It is now my way or the highway. I pay the bills their wages etc and if they don’t want to play then they can take a jump. I tell them to call life line and tell someone who cares. Have a great day.
Michael Curtis
Nov 28th, 2009
Mussolini Milner or is it Messiah….you’ve definately got some deciples….lol
Work must be alot of fun in some of these salons…scary stuff
Tracey Walton
Nov 28th, 2009
I’ve personally got alot tougher in laying down clearly what I want and not asking for permission. But involving staff to get buy in is positive.
Employment law in UK is a nightmare for getting shot of people even if they are not performing as the disciplinary procedure feels like it goes on forever when you just want someone gone, plus we have so many discrimination laws that just add to the stress.
I had a new person still on probation, kept not turning up to work and was not very productive when at work. Turned out as they had a sick relative in hospital and could be deemed ‘responsible for care’ I couldn’t dismiss them had to go through disciplinary or could have been sued for discrimination.
Muriel Davis
Nov 29th, 2009
How lucky I am…. I am the only person in my business so if I need to sack someone it would be me Ha Ha!!
I agree with others, the best way is to establish a clear understanding of employment rules & regulations and a signed one is more advatageous.
Then if an employee does not follow your instuctions, you have a signed document to say show that they have not kept thier part of the contract.
ministry of hair
Nov 30th, 2009
Wow…
This is a highly emotive issue.!To be honest I wouldn’t be comfortable answering the phone with ‘How can I make your day fantastic’ either, & I’ve been in the industry for a loooooong time.!!
To me it sounds kitsch & I understand the receptionists problem with it. If she was brilliant at the job, & just having problems with that particular phrase, I would find other words to use that we could both be comfortable with.
You can hear sincerity & ease in someones tone…as well as the all important smile & better that she is honest & explains her feelings about it than not….who knows what sort of feedback she was getting from this with clients also??
Right or wrong, I tend to run my business in a more democratic, rather than autocratic fashion….& I encourage my staffs thoughts & input-they are out in the coalface & can provide inaluable feedback to what our clients are saying about our businesses.
Doormat democracy doesn’t work…but then neither do dictatorships…look at what happened to Hitler??
David Osborne
Dec 1st, 2009
Hello Greg
Your famous post has generated a lot of interest.
Where most salon owners go wrong is that they do not clearly write down what they are looking for in a new employee.
If you want an employee who consitently follows procedures (for example the answering phone procedure) then you need to write this down in your list of what makes a great employee.
When someone applies for a position with you, you send them a list of questions to answer, for example:
Q1.I am looking for someone who consitently follows procedures, can you giv e me an example where you followed a procedure even when you didn’t agree with it?
What the list of questions does is test whether the applicant is really committed to your job, whether they really understand what is required, their ability to write logically, and it tells you about their work place experiences.
When the list of questions are answered and sent back to you, you pick up the phone to their referees if a manager or business owner and ask: Did ______show that they would consitently follow procedures?
You need to ask three referees at a manager or business owner level your list of questions. If all three referees say the person did show that they would consitently follow procedures, then you have someone who will answer the phone using your phone answering procedure.
You only get poor staff when you use poor recruitment and selection methods.
Anonymous
Dec 2nd, 2009
As a salon employee (hopefully a good one) I have very little issue with following policy.. to a point. I think that if a boss is going to become a dictator they better be as strict on themselves as they are on us. Fair enough I’ll say something on the phone that makes me feel like a sex-worker, but I better have a lunch-break every day, for the right time and I better get paid for my overtime. The biggest issue I’ve ever had as a worker has been dictator-like bosses who are allowed to change the rules when it suits them. Treat your good workers well and they will treat you well. Be a good dictator.. like Karl Marx would have wanted, not an evil one, like they always seem to turn out.. oh and stop trying to be my friend. You cannot be the boss of your friends.
jules
Dec 4th, 2009
I agree more with Micheal ,try that in the City i live and you wont have a business ,lots of Salon tried that harsh approach and they no longer have a business ,the entire staff walked ! this is 4 salons i know of they no longer have a business,there is many diffrent jobs in my city that pays better than salon jobs ,and people will leave no problem and yes you wont have a business without staff ! people dont forget without staff you wont have any money ,and stylist do talk and your name will spred.
Greg says:
Jules it has nothing to do with being ‘harsh’, it has everything to do with being clear from the outset, and being firm. People actually respond better to that approach than being endlessly conciliatory, bending in the wind like a green twig. If you’re firm and fair with staff, you get respect. If you’re wishy-washy, you lose respect.