What would you do if one of your staff did this…?
by Greg Milner on 11/03/09 at 6:47 pm
Staff deliberately promoting other people's products are the ticking time bomb in your salon....
How ruthless would you be if you caught one of your staff members deliberately sabotaging your sales?
Some do it simply out of ignorance. Others do it because they just don’t care. Either way, it costs YOU money when your staff don’t sell your products, or worse, promote other people’s products…
But there can be few cases worse than this one, just posted on the SalonCentral.com forums this week, from one of our Inner Circle members in Ireland.
“Hi everyone I am very new to the (Inner Circle)!! Just on the thirty day trial but I am amazed at the response I have gotten to an ad I ran last week so I think I am going to be joining for the long haul …
“I do have one dilemma that I would love some advise for…I over heard one of my staff members recommending a Clarins hand cream to a customer during her manicure and for the bad bit , we dont sell Clarins in our salon. Now to make a situation worse this staff member went to her handbag and got her Clarins handcream and used it on the client ….can you believe it ?
“I am so cross and upset and don’t know which is the best way to deal with this as she is very popular with clients. Any advice?”
Go here if you have some advice for Maria, but if it was my money this employee was flushing down the toilet, she’d get an instant warning, and if she dared do it again she’d be out the door, with a swift boot up the backside for her trouble.
But the business owner must bear some responsibility for this. In most such cases, it comes back to a failure of the business owner to set the rules in the first place. It starts with a written Policies and Procedures manual which ALL employees must read, agree to and sign as part of a formal induction process.
And backed up firmly with a cover letter which in effect says “Here is how things are done here. If you agree to abide by these rules, please sign below. If not, go find another business to sabotage…”
If you’ve had similar situations arise, or can offer Maria some advice, log into the Forums and fire away.
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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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