The Dilemma of Delaying Change to Avoid Staff Pushback

March 25, 2019 | By Neil Ducoff | No Comments

In business, implementing change can be derailed by anything from a speed bump to a brick wall.

FACT: A business that resists or delays change is on the path to irrelevancy.

In the salon/spa industry, change of some sort is always a hot topic of discussion, but too many owners get cold feet when staff pushback thoughts clog their mental filters.

FACT: Too many owners delay or avoid change out of fear of losing busy service providers.

Yes, losing employees is a valid fear. It’s like the salon/spa industry has been cursed with staff walkouts and that “star” employee taking his or her loyal following down the street.

The financial devastation left behind can take months, even years, for a salon/spa to recover from.

The big question that all owners must ask themselves is:

What amazing things would I do for my company and my employees if the backlash of losing staff and cash flow wasn’t a factor?... Read More

In business, implementing change can be derailed by anything from a speed bump to a brick wall. FACT: A business that resists or delays change is on the path to irrelevancy. In the salon/spa industry, change of some sort is always a hot topic of discussion, but too many owners get cold feet when staff pushback thoughts clog their mental filters. FACT: Too many owners delay or avoid change out…
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Categories: Leadership , Uncategorized

Rethinking Salon & Spa Client Loyalty

March 18, 2019 | By Neil Ducoff | 1 Comment

The dilemma for salons/spas is that they suffer both the loss of revenue and client loyalty when a busy service provider leaves.

The salon/spa industry is known for its notorious employee turnover rate. It is also ground zero for the business wrecking ball known as a “walkout.”

Owners hire stylists, estheticians, massage therapists and other service providers with the expectation that they should “build” themselves.

The thinking is that the more service providers fill their columns on the appointment book, the busier and more successful the salon/spa becomes.

The overriding question all owners must answer is — Are you growing individuals or growing your company?

THE ACID TEST: Look at all those client names on all those columns on the appointment book and ask yourself, “Are these clients loyal to my company, or are they loyal to the names at the top of the columns?”

FACT 1: If you’re growing individuals, be prepared to lose clients, revenue and cash flow.... Read More

The dilemma for salons/spas is that they suffer both the loss of revenue and client loyalty when a busy service provider leaves. The salon/spa industry is known for its notorious employee turnover rate. It is also ground zero for the business wrecking ball known as a “walkout.” Owners hire stylists, estheticians, massage therapists and other service providers with the expectation that they should “build” themselves. The thinking is that the…
Read More

Categories: Client Loyalty

How to Become a “Hands-Off” Salon/Spa Leader

March 10, 2019 | By Neil Ducoff | 2 Comments

Many salon/spa owners fantasize about someday being an “absentee owner.”

I purposely use the word “fantasize” because absentee ownership is a truly elusive business destination to achieve.

My definition of absentee ownership: To own a salon/spa business that operates efficiently with the critical numbers to prove it, consistently delivers on its brand promise, provides career and income growth for employees, and generates a predictable Net Profit and Return on Investment.

So, what does “absentee ownership” have to do with becoming a “hands-off” salon/spa leader? EVERYTHING.

Becoming a hands-off leader is a non-negotiable prerequisite to successful absentee ownership.

A PROFOUND QUESTION: What would happen if you were unable to work in your company and needed to continue taking a paycheck?

For salon/spa owners, being unable to work and be financially dependent on their company is perhaps the scariest of thoughts.... Read More

Many salon/spa owners fantasize about someday being an “absentee owner.” I purposely use the word “fantasize” because absentee ownership is a truly elusive business destination to achieve. My definition of absentee ownership: To own a salon/spa business that operates efficiently with the critical numbers to prove it, consistently delivers on its brand promise, provides career and income growth for employees, and generates a predictable Net Profit and Return on Investment.…
Read More

Categories: Leadership

Owner’s Guide to Overcoming Setbacks and Inconveniences

March 3, 2019 | By Neil Ducoff | 2 Comments

Leading and growing a salon/spa is anything but an exact science. Even the best laid plans are not immune to setbacks and inconveniences.

Setbacks are easy to understand, and they are going to happen. Employees will come and go. Cash flow challenges will occur. Things will breakdown. Good ideas will go bad.

Inconveniences are best described as “annoyances,” like employees being late for work or not following protocols.

Inconveniences trip you up.
Setbacks can knock you down.

The intent of this blog post is to bring clarity to how you respond to the inevitable setbacks and inconveniences of being a leader and business owner.

Salon/spa owners are entrepreneurs. Entrepreneurs are typically passionate and emotionally invested in their businesses.

It’s easy for an inconvenience to become a setback.

It’s easy for a setback to become a crisis.

Here are my No-Compromise Leadership strategies for overcoming setbacks and inconveniences:... Read More

Leading and growing a salon/spa is anything but an exact science. Even the best laid plans are not immune to setbacks and inconveniences. Setbacks are easy to understand, and they are going to happen. Employees will come and go. Cash flow challenges will occur. Things will breakdown. Good ideas will go bad. Inconveniences are best described as “annoyances,” like employees being late for work or not following protocols. Inconveniences trip…
Read More

Categories: Leadership

10 Characteristics of a Great Salon/Spa Guest Care Team

February 25, 2019 | By Neil Ducoff | 2 Comments

FACT: Delivering consistently extraordinary customer experiences in a salon/spa is the result of the seamless integration of the “hands that do work” and the “minds that care for guests.”

At first, they were called “receptionists.” They answered the phones, booked appointments, greeted clients and checked them out.

As salons and spas evolved into more sophisticated businesses, they were upgraded to “coordinators” because it became obvious how the right individual(s) at the front desk can influence the overall productivity of the entire team.

Today, “guest care” has become the catch-all term to describe the front-line team of employees that are responsible for executing a multitude of systems that include:

  • Mastering the company’s point-of-sale software system
  • Supporting company service and retail goals
  • Drive productivity and client retention rates
  • Manage the appointment book for efficiency
  • Effectively, patiently and flawlessly handle the phone
  • Sell and close retail sales
  • Prebook appointments
  • Anticipate and respond to customer needs
  • Ensure that everyone is on schedule
  • Represent the image and brand of the salon/spa

There is no question that it takes the right individual to successfully fulfill a guest care position at today’s salon/spa.... Read More

FACT: Delivering consistently extraordinary customer experiences in a salon/spa is the result of the seamless integration of the “hands that do work” and the “minds that care for guests.” At first, they were called “receptionists.” They answered the phones, booked appointments, greeted clients and checked them out. As salons and spas evolved into more sophisticated businesses, they were upgraded to “coordinators” because it became obvious how the right individual(s) at…
Read More

Categories: Client Loyalty

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