YOUR Dysfunctional Salon Family

by Naomi Mannino

Running a small salon is a lot like being in a family. It's a close-knit environment and everybody plays a role in how well the family gets along, right? So, how do you pinpoint whether or not your "family" is disrupting your daily operations or your business in general? Well, you have to identify what your salon's weaknesses are first, advises Andrew Finkelstein of The Beauty Resource. It's hard to be objective because after all, your salon is your BABY!

Step back and identify your key indicators: An empty appointment book? Lack of retention? Lack of up-selling? Lack of referral? You can compare statistics among salons across the US of your size and area by using the resources available at the Professional Beauty Association (PBA). If you're a member, these statistics are available for free at www.probeauty.org or you can call and just ask for the numbers from their pro business hotline at 800-468-2274. They offer a National Salon/Spa Industry Profile and a Recruitment and Retention Manual complimentary for members, among many other marketing tools and reports. Or, another way is to call up your distributors and ask them for sales statistics for your demographic. You can also run the reports on your salon management computer programs like those available from Salon Touch Software, The Beauty Resource, or Spa Boom. This way, you may compare the numbers and find out that your advertising is lacking, your up-selling is down, your retailing is low, your location is suffering, or you may step back and realize that there is a cleaning or lighting issue, or that you don't have certain business systems in place for referrals and retention. If you do have systems in place, your shop is neat and bright and still you're not retaining clients then, you can look to your staff, advises Finkelstein. "In the equation of any business, people are the wild card," says Finkelstein, "you simply can't control them, so in order to get the mix you want, you need to hire right from the start. In a small salon, the cost of a bad hire is HUGE," cautions Finkelstein, who is responsible for the discovery and marketing success story of Frederic Fekkai. You can use Finkelstein's expertise through the free resources like the e-zine and articles available on his website at www.thebeautyresource. com where his sole business is to help salons retains clients. So, how do you make sure you're getting the personality mix you need? Hire slow! "Take it step by step…and don't skip any steps," advises Finkelstein, "Who we bring into our house is very important!"

1. Write up a salon handbook. Even if you only have four chairs. Why? To determine what type of salon you want to portray. This also helps you clarify your business plan and lets everyone involved know what the goals and expectations are. What does your town need? Are you an ultra-hip and trendy city salon? Are you more family oriented small town salon? You can't be ALL things to all people, so identify what you are looking for. What skills do you want to attract? What qualities reflect the attitude of the place you are trying to create? Think first. Then write it down. If you're not clear, you won't get what you want.

2. Have two, if not more, interviews with each potential hire. Show interviewees your handbook, especially your list of non-negotiables. For example: no smoking, no lip-piercings, a phone call even if you're running 5 minutes late…whatever is most important to you, the owner. After all, you're looking for certain behaviors and attitudes, so increase your odds by weeding out those who will not fit in. Have them come back and interview with staff. See how they fit in. Ask them questions and see how they handle themselves. Really LISTEN to the answers because people can have quirks that disrupt and sabotage your whole business.

3. Listen, listen, listen. Beware the following list of certain types of workers and listen for the warning signs that they will most certainly disrupt your salon family:

● Superstar. Great skills and outgoing personality is attractive at first. Warning signs: They are rude to the rest of the staff, and will not want to clean up their own foils. How do you flush them out? See how they work with others and let the rest of your staff interview this person the next time.
● Not Me. In a small business everyone needs to wear many hats. This person has a 'not-my-job' attitude. Warning signs: They will tell you that they are only a stylist or colorist. They will not answer phones, take appointments, shampoo a client if necessary and they will actually tell you so.
● The Blamer. Always has an excuse for why things go wrong and never displays a positive attitude. Warning signs: Everything that happened at past jobs was someone else's fault.
● The Slacker. A low-energy worker with an 'no-can-do' attitude. Warning signs: Will not want to complete two interviews. Will keep checking their watch.
● The Saboteur: They'll make sure everything doesn't go smoothly and will make other employees miserable. Warning signs: Your employees may have a 6th sense about this person and they will not want to let this person into their family.
● The Big Baby: Afraid to try, always needs coddling reminding, won't step up to the plate. Warning signs: They won't be able to give very many decisive answers.
● The Money Grubber: Is money their sole motivation for working? Warning signs: You won't hear a passion for creativity, hair styling, and making others feel good. You will only hear about their own personal accomplishments.
● The Wild Child: Doesn't show up, not reliable, always has tons of excuses. Warning signs: They will usually not be able to show up for two interviews as scheduled, without excuses.

4. Look for 'The Reliables'. "Hire for attitude…train for skills," advises Finkelstein. "What you're really looking for are the 'Reliables'." These employees love hair styling, have skill set strengths your staff needs, have a high energy, 'can-do' attitude. They work well with others, are friendly, caring, and energetic, and in an interview you'll want to talk and listen to them even more. The 'Reliables' will also find a place among the staff and wear other hats when necessary. Your staff will give their blessing on hiring this person. Look for these attitudes because you can always train other techniques and skills later.

5. Check references, confirm the application. Once you think you might want to hire someone, be sure and check their references and confirm other information on their application. Hire slowly, listening to them as well as what others say about them. This will give you the final indication that they've been a good member of a salon family before! Finally, the number one warning sign that your salon family may be dysfunctional is that you're playing Mommy and Daddy every day instead of leader to your team. If you're constantly reminding, taking over tasks, getting annoyed and cleaning up messes instead of delegating to accomplish your salon's goals, then you need a family intervention!

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