Hi from ireland

[Maria Smith]

Hi everyone
I am very new to the club !! just on the thirty day trial but I am amazed at the response I have gotten to an add I ran last week so I think I am going to be joining for the long haul ...

I do have one dilema 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 hand bag and got her clarins handcream and used it on the client can you believe it .

I am so cross and upset and dont know which is the best way to deal with this as she is very popular with clients

any advice ?
maria

[Michael Curtis]

Hi Maria,

This problem should be easily solved with some great communication.

Just pull her aside and have a nice chat, explaining exactly whats she's done wrong and how it affects the business. Get her side of the story on why she did it.

What we've found with management of staff over the years is that you must have a clear rules and policies on such matters, in fact on anything that effects your business.

Policies are always written out of frustration as opposed to procedures a created out of perfection. You must make a policy immediately on this matter and get all the staff to sign off on it on thier orientation check lists...if you don't do this already I suggest you do.

Policies must be written in laymans terms so the dumbest person you've ever met can understand them clearly.

You must detail the policy and explain what happens when the policy is not followed, as well as explaining what happens when the policy is followed correctly.

Although your staff's actions appear to be a direct attempt to undermine your business...this may not be the case. You have to find this out with communicating with her.

If she's deliberately undermining you she'll have to go..if she's being like most untrained staff she probally doesn't know any better.

Anyway, do get cross or upset, take a positive and calm action to resolve the matter very quickly.

Good luck!
Michael
www.blushdayspa.com.au

[Greg Milner]

It comes down to having firm, written policies...without them you are trying to re-invent the wheel (and the rules) every day, and every time you bring on a new staff member, you have to go through the whole thing verbally....
No matter how many times you do it verbally, it does not match written rules.

As I said in the latest Success Strategy newsletter, they have to sign off on this...putting their names to paper is an indelible record of having read and understood the terms and conditions of their employment.

Business is not a democracy, it's a dictatorship. You can't run a business by committee, it's your way or the highway.

Regards, Greg Milner
_________________
Greg Milner
CEO Worldwide Salon Marketing
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