I'm Irrelevant in my own salon!

[Tracey Walton]

Having a downer moment, I feel irrelevant in my own salon. Why because I can't get the staff to do what I want. It sounds really weak and it pains me to say it because I don't see myself as a wilting flower.

Basically they just want to cut hair and go home.

I have had numerous 'training' sessions from myself and suppliers. I have a sliding commission structure and one-off incentive rewards but nothing motivates them. Yes I've asked what they want, yes things get measured, yes I praise them for doing anything right and yes I tell them when they have not done something they know they are supposed to.


eg enter new client address and other detail in our salon iris (167 new clients in last 8 weeks with only a tel number)
Talk to clients about the products you use - translates as 'do you want wax on your hair' - no thanks who would, or even worse just using it and not even telling them what or why they are using it.

There are countless other things and I'm sick of the sound of my own voice, I feel like I'm nagging. I've tried both carrot and stick approaches.

H E L P M E BEFORE I EXPLODE!!!

[Chris Violetis]

Sometimes i feel the same way but i've learned not to let it bother me (or i am trying). I've also learned recently that we can't have perfection.
If we can get as much as possible out of them we should be happy, I know it's frastraiting because they come to work and they expect to get paid and we make sure that it happens.
You ask them to do their job and they turn around and they talk behind you back, they always have a better solution to the problems (they think they do) but they don't say it to us but amongst them, this is human nature, we're never happy.
Recently I asked my self, "am I a good manager? what do i do better?" I've come to the conclusion that maybe i am not such a good manager/motivator, that's something we really have to look deep down with in our selfs.
Maybe you need to hire someone to do this job, someone who's motivated enough and has the HR knowledge to help you. Maybe you have a bad apple in your basket who's creating this negativity or luck of motivation, maybe if you let go one of them you will set the example for the rest.
I don't know for sure, I go through the same situations, but the moment we let this problems overwhelm us we loose focus and we get angry and then everybody hates us.
This happened to me and i had to pull my self out of the business to find my peace again.
Now i have a manager that reports to me, i am creating the systems and she's responsible for implementing, I deal with one person not all 10 of them, i focus on motivating and coaching one not all 10 of them, see my point?
Is she going to be the one? i dont' know, don't forget this is a journey we're in, one day we go through an ice blizzard (you wouldn't know that in Austalia, you should come to Canada for that) and the next day it's sunshine, (that happens in Canada sometimes for real) but anyways you get my point.
I'll tell you another thing as well, I had a manager for 10 years working for us that just quit on, all this years she was just an esthetician in the spa but getting paid to be a manager, now that i am learning more and have more expectations from her she couldn't keep up and what does she do? she puts her tail between her legs and runs away and on the way out she's telling me that i am going to mess up the business, me that i am up day and night trying to make this work for my family.
If i let that get to me i am going to break down and cry, but we can't we have to be strong, they look up to us, they smell the fear like the predators and they know how to get to us, if we let them we're done.
Are they bad people? NO, they're just playing the game, they go home at the end of the day and they carry on with their lives, they don't think about what happened during their shift but we do, we think about everything constantly, but here is the secret, leave your life as well, don't think about it all the time, is your business going to go under if you don't show up one day for work? i don't thinkso.

Try it, it works!

Take care

Chris

[Bobbie Bates]

Tracy,read your letter with concern. Two things, (1) when was the last time you had a holiday? You sound very tired, step back. (2) Photo copy your letter and give a copy to every staff member, tell them you are going away for a few days (whatever) and when you get back you would appreciate finding the letter on your desk with their name on it and an answer to your problem written on the bottom or you will be withdrawing all bonus's and incentives till the problem is solved and each person has earned them back.Those who dont earn them back need to find another employer to put up with them. Be BRAVE . If you are still on the floor maybe you could get off it and run the place from the front counter, oops thats 3 isnt it. Bobbie Bates

[Tracey Walton]

Wow, you guys are so great. Thank you, you've made me feel so much better. Chris you're right I need to put things in perspective and not let it all build up on me so much. This is the first time I've managed staff so yes having just one to deal with directly would be less over powering. Bobbi I am now booking a week away with my family (bless them for their patience) this summer, you're right I hadn't realised how drained I am taking a break and re-charging can only be good. when I get back who knows, but I am going to stop expecting to be appreciated for paying them.
Tracey

[Chris Violetis]

Good luck dear, you deserve it!

Chris

[Randy Dueck]

Tracey, I was wondering if you could tell us how things are going with your staff. Have they come around, or did some leave?

We had a previous salon where we had staff exactly like you described. I was too scared at the time to fire them because I figured that we wouldn't make enough to survive. After selling the business it occured to me that I could've fired them and kept going.

One of the first books I ever read on business is E-Myth. and one of the things I always remember about being successful is "getting the right people on the bus" Remember, it's your business, not theirs.

In our present salon, we've had a few people that were pretty passive about doing anything different. as we continued working and changing, they simply grew out of what we were working to achieve and they either quit or we fired them. We now have 3 junior stylists and it's amazing. Because they are so eager to learn and do well. They're enthusiastic about everything and work to follow everything we give them. After this experience, I'll never hire an experienced stylist again. Everytime we've tried, we may get their skills, but we get the attitude that goes along with it.

My suggestion is to find an ambitious junior stylist. get her started and get her doing clients, teach her the way you want things to be and start getting rid of the people who don't care. Something to think about. In our previous salon, even though we hired some decent people, everytime they eventually slid into the same ways as the others over time. "A bad apple corrupts the whole barrel"

[Tracey Walton]

Randy, thanks for thinking of me. What's been hapening?

Well; business has picked up over the last few weeks which helps lift the feeling of pressure. I've booked a 5 day break with my family soon which I'm looking forward to and whatever happens here while I'm away I'll deal with when I get back. Also I appreciate that its not just me, managing staff is difficult and I take a breath before taking everything so personally.
That's kind of got my head in a better place so that I can think and go forward.

With the staff, UK employment law is very supportive of the employees (employers are always deemed the rich, big baddie even small biz) and employees are abolutely hot on their rights and sue at any given opportunity. Firing someone is a long process of collecting evidence and giving opportunity to improve to avoid wrongful dismissal law suits.

What I have done with staff is reprimanded directly for unacceptable behaviour / against salon policy and looked for any opportunity to give praise for doing anything right (from the One Minute Manager ethos). I keep talking positively and enthusiastically.

Also I have shared more with them about the business, that things are going in the right direction but we made a loss at the begining of the year due external factors, and how important their input is to the success of the salon. I've also told them I'm not running a charity, which I hope gets the message across. They also have the perception that hairdressers locally are being made redundant, so maybe that will help them value their jobs more.

I am about to recruit a new staff member as one of my staff is going part-time to re-train outside of hairdressing (probably explains her motivation). My only concern with a junior is the level of pricing I can get, we have minimum wage here that make juniors very costly for little return compared to a qualified stylist.

Always grateful to receive any ideas for help, many thanks.
T

[Chris Violetis]

Hi Tracey,

It's nice to hear you're doing well, take a vacation it sounds like you need it. You will come back more refreshed and you'll not pay so much attention to the bad things.
You know, some times it's all mental as well, you know the expression "half glass full glass?" Sometimes we need to stop worrying about things and just trust that things will take their course.
I used to see only the bad things, I used to think why did he/she do that? that's not the right way, my way is the right way, but you know what, the result was the same. So what did I accomplish? I lost my temper, I looked like a jack...s to my employees and I was not cool at all, instead I could have embraced it and my employee would have felt that he accomplished something, you know sense of ownership.
Can you guarantee me that your way is the absolute right way of doing things? If you're as smart as I think you are you'll say "No" and I will respect you for that, give your employees a little room to breath, some of them that you think that are not worth it might prove you wrong.
I am not saying I know your situation or anything, I have my own challenges I know what you're going through, just give it a try.
Another thing I would like to recommend to you is that you might be able to find some HR help out there, there are allot of retired HR specialists that have worked with big corporations and would like to do some part time work, you need some one to help you with coaching or even setting up some processes. Do you have employee manuals in place? contracts? Evaluations etc...
There is lots of people out there that can help you with that kind of stuff, I am doing it and it works excellent. Outsourcing is the way to go now a days, you can do the same thing with your sales training as well.

Anyhow, I don't want to confuse you to much but you get my point, you just have to be creative and ask for help.

Take care and let me know if you need anything else.

Chris

[Tracey Walton]

Hi Guys

Thought I'd give you an update. This week got a letter from one staff member asking for a payrise, UK having an economic slump with steeply rising living costs.

My husband went ballistic (think incredible hulk) that they should ask when they don't do what they're supposed to and I work for next to nothing. His reaction kind of made me want to take a stand.

So today I called a team meeting, put a closed for an hour sign on door, said the phone was to go to voicemail during the meeting made it really serious. Gave them a reality check on business performance. Referred them to the daily news about the economic situation, that everyone was feeling it, that it was forecast to get worse before it got better and to last another 18 months.

Said I needed to do two things: reduce costs, and increase income from clients But main message was the things that they were supposed to be doing would be done, it wasn't optional. Ran through those things again and gave evidence of what wasn't happening and the damaging effect that was having. Gave them their performance figures in terms of percentage of time booked and client retention rates.

Said they needed to know what their own targets were and to be pro-actively working towards them.

Pulled them in, asking for their input and ideas re cost saving and promotion.

Told them I was committed to them and the salon, that we would survive but needed everyone 100% on board, that with just five of us if one person wasn't that was 20% down. Finally said if anyone had any concerns or felt they were unable to meet the challenging times ahead that I was available to talk to as they may not wish to say in the meeting.

Felt good to take a firm stand, but this is not the management style i like, I prefer carrot to stick.

Anyhow this same evening have had notice from stylist. which I'm disappointed about as she left a letter and didn't speak to me about it.

What do you think?
Tracey

[Patricia Ryan]

Hi Tracey

I read your saga previously and just had another read today to catch up. Things are tough and if you have had a resignation look at it as a positive. New blood always brings with it a sense of excitement in a salon and a smile to peoples dials.

I don't know what your incentives are for your staff and forgive me if you already do this but do you celebrate a successful week with the staff? A glass of bubbly at the end of a tough week with some crisps and feet up on a chair is always appreciated (by me at least!).

I had an experience some time back in an unrelated industry where I was required to bring the performance up by staggering degrees simply because the business (read staff) was performing very poorly. I spoke to management about a lunch when we reached each hurdle. The value of the lunch was the percentage hurdle we achieved. i.e. 95% was $95 per person. Management initially choked, gasped and said "impossible couldn't be afforded. Besides you will never get that sort of improvement." I said fine if that's the case what have you got to lose? So they agreed. I rolled the incentive out to the staff and at first they didn't believe the it would actually happen - which goes to show how much they trusted their managment. Eventually they believed and got to work. In 3 months we went from 23% to 95% and they had their lunch. They chose the venue and the date. To this day those departments still achieve 95%

I am not suggesting that you do something like that as it is expensive and closing the salon for lunch is out - and for all I know you have heaps of incentives in place but might be food for thought.

Good luck anyway
Patricia

[Tracey Walton]

Hi Guys

Could probably write a soap opera or the salon equivalent of Fawlty Towers (UK 70's tv about a badly run hotel with an owner who was a bit mad).

Anyhow have two new members of staff one qualified last year the other this year. Both are enthusiastic (at the moment) and energic. I am training them within a inch of their lives!!!! on products and colouring, which I hope will pay dividends for them AND me.

The one remaining 'original' member of my team has now handed in her notice. While is this bad as she is the major income generator while the other two are building client lists, I am strangely relieved as I feel I can now have the team I want with the attitude I need. Scarey thing is its just before xmas.

Also have taken on a business coach, with a hairdressing background, to see if he can help me. All this is my last ditch attempt or I will have to wind up and go back to marketing - (and no staff pleassse).

[Nicole Love]

Hi Tracey and all other members,
i understand how you feel, it comes with the territory- I've come to realise.
Staff will take advantage if they can, and like parents we need to set rules, targets etc, but it is sooo depressing and frustrating when we constantly have to repeat ourselves. Problem is (I think) we/i get attached, attached to my business, and attached to staff - even the shitheads!!
i was actually at the point where I would suddenly have tears rolling down my face, I've lost 12 kilos, just from the emotional rollercoaster, but I let them do that to me, i've learned you dont get respect or results by being a friend, or understanding towards staff. Its hard get rid of problem staff, but there are ways of getting around the rules, written warnings, performance reports. We are afraid of the unknown, believe in yourself.
Having said all of that, i am also torn as my apprentice, as lovely as a girl she is, performance is nil, i have tried to motivate her, training, bonuses- nol result. Gave written warning, scare tactic- nil result.
What can I do????
Her tafe trainer has tried, nothing seems to get through, no emotion is shown, she is 18 lives at home with boyfriend, 3 out of 5 mornings arrives late, no make up, no effort with hair, no enthusiasim.
Any tips on young ones these days?
Thanks, and all the best to every one for Christmas, ENJOY THE BREAK!
Nikki Love
Hairworks By Nikki.

[Greg Milner]

Nicole, she MUST be sent on her way.

Tip for hiring future staff: hire on attitude alone. Skill with the tools is something that can be taught. Enthusiasm cannot.

Questions to ask at interview: what time do you normally get out of bed? How often do you do your laundry? How many times do you shower each day? What have you done for somebody else lately?

Regards, Greg
_________________
Greg Milner
CEO Worldwide Salon Marketing
Get a FREE DVD Valued at $187 "The Little-Known Secrets to Doubling Your Salon Sales and Profits Your Competition DOESN'T Want You to Know!"
www.salon-marketing-secrets.com

[Emily Maguire]

Hi Nicole,

I have gone through similar problems with apprentices as you seem to be having. Over a number of years I accepted that you can not win them all.

I am not sure how things are in Qld, but in the ACT no notice is required for apprentices. You need to check your award.

In very broad terms, mine get asked to buck up billy (verbally and then written with notes in a diary), then told to join the program (notes taken and a formal written warning), if they don't perform after that, then they are gone, if they haven't taken the hint.

It costs too much to train an apprentice to have ones that won't perform, regardless of how nice they may be.

It is also worth doing a right brain/left brain test on new apprentices, in the interview process. Those that are more right than left will do better, or at least do it easier. The ones we have had the most problems with training are the real left brainers, they have a great deal of difficulty visualising.

By the way as the business owner I am very left brain, while my daughter Emily the hairdresser is very right. It makes for an interesting mix.

Peter Maguire

[Tracey Walton]

Hi Guys Happy New Year (late). Just wanted to share some positive. I've just had a great December followed by my best ever January!!! My team are working well, I am managing front of house during my school hours. Even though I feel I cannot breathe out, the bank account still looks shakey and I keep expecting the staff to smack me (metaphorically if not literally) in the mouth at any given time.