When owning or managing a salon, you know that there are going to be complaints. It comes with the territory. However, if you bury your head in the sand and don’t see these complaints as an opportunity for improvement, then your business is bound to fail.
Most salon owners don’t have a system in place for turning those lemons into lemonade. So, here’s an easy six-step
rapid recovery process that will make your business a success.
Does it really matter who’s right? Ultimately, the client is, even if he or she is in fact, wrong. Acknowledge that a problem exists. Say you’re sorry and mean it.
Listen and empathize.
Let the client get it out – at this point, he or she just wants “an ear” and not a lecture. Really listen. When you do, the client will feel that you care.
Fix it fairly.
After you’ve listened, you’ll understand the problem. Now do what you have to do to fix it. Usually all the client wants is what he or she asked for in the first place – the sooner the better.
Your efforts to try and please a disgruntled customer will surely be appreciated. Your rapid recovery system will earn high marks, and your reputations as an ethical business person will go untarnished.
Keep your promises.
You’re already in hot water, so don’t fuel the fire by not delivering your promises. In other words, do what you say you’ll do.
Be it in a few days or a couple of weeks, check to make sure that the client left the salon feeling fully satisfied with the services received.
As the economic headwinds are howling – bringing higher taxes, unemployment and mountains of red tape – too many salon owners feel shaky about their business.
With retailers having their weakest holiday season since 2008 (sales up 0.7%) it’s no wonder they feel this way. And this feeling, stemming from a combination of being bombarded by bad news leads to uncertainty, and that uncertainty, over time, weighs down on you, and from that weight and accompanying worry you can develop a case of “Salonstoriss”.
So what is Salonstoriss? It’s a mental condition where flat sales and shrinking profits leads owners to throw up their hands in frustration – exclaiming “what should I do now because nothing that we’re trying seems to be working anymore?”
And what they end up doing is very little – if anything at all. They simply wait for things to happen rather than make things happen. The worst part about Salonstoriss, is that it spreads like a virus, infiltrating your mindset – resulting in slowed down business decisions and action taking.
Unfortunately in today’s world where speed is a key component to business success – Salontsoriss will gradually and painfully put a salon out of business. And next to the loss of a loved one, or the breakup of a committed relationship, the loss of a business is the most painful experiences an owner can have.
Fortunately there is an antidote and it’s available – free of charge.
Why free of charge? Because all it takes is a shift in your thinking and then some elbow grease (the actions you take as a result of your new mindset).
So what do I mean by “shift in your thinking”? It’s all about taking a clear look and the actions you take as a result of that thinking pertaining to:
1. Yourself as a salon owner
2. Your salon
3. Your employees
4. Your clients
Now you may be asking yourself questions like “how do I take a clear look?” and “what type of actions should I be moving towards that will bring me and my salon to the next level?”
Those answers are contained in my free download Busy Salon’s ‘Point of View in Action”. So click here to grab it right now. Then book some time (a half an hour should do it) and fill out the form.
If you’d like some extra help in Getting Your Salon’s Year In Gear – 2013© I’ve set aside a limited number of complimentary sessions to go over your “Point of View in Action”. To grab yours today simply click on big “BOOK NOW” button.
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It’s not a secret that having a clear vision for your business is an important leadership tool. But employee’s fear of change may be blocking that vision.
Successful salon owners can describe their vision. It’s their statement of transformation – of what the business will change into from what it is today. Specifically what it will “look like”, “feel like” and how it will”act” and “perform” in the future.
As Jim Horan author of The One Page Business Plan http://www.theonepagebusinessplan.com writes, the vision of your business describes what your business will look like 1, 3 or 5 years in the future.
Naturally salon owners want to see their vision of this busy profitable business materialize.
So how do you turn your vision into a reality? How do you take something you’ve written on a piece of paper and make it “come alive”?
One important aspect of bringing your vision into the real world is by capturing the hearts, minds, and imaginations of all of your people.
Eventually, there comes a point where you have to get your entire team involved in the
Yet some people may be reluctant to participate or will resist for their own reasons. And that’s not unusual.Nor is it unusual for some of your employees to not react as favorably as you’d like them to.
Why? It’s usually due to underlying fears about what change can mean to them. So you’ll want a method to help them move through whatever is in their way.
One method you can use is to hold one-to-one business development meetings. One-to-one meetings can help minimize fear and assist your people in facing change with strength and maturity.
Use these tips when holding meetings with employees who are not yet on board with the vision.
- Position changes in the employees self-interests.
- Help your employees focus on what they really want (help them work on a personal mission).
- Clearly state employees past accomplishments and positive attributes.
- Give employees the permission and opportunity to speak freely.
- Stay calm when you hear something you don’t agree with – don’t over-react.
- Be firm in your commitment to build the business.
By holding these meetings, you’ll lower the resistance and increase the likelihood of your employees playing a game that’s really worth playing.
So get your employees involved. Because the truth is that you can’t do it alone!
P.S. Don’t forget to sign up for my FREE ezine, for the newest trends and tips for Busy Salons. Click http://wwwbusysalons.com