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How to avoid hostage management in your salon or spa

We have all seen a hostage situation, either on the nightly news, a drama or in the movie theatre. The situation is usually the same: You have someone that is irrational, angry, and unwilling to negotiate or reason with sound resolutions. The situation often appears hopeless as emotions run high. And many times, either a life is on the line, or people are endangered. Usually, the individuals that are holding others hostage have high demands — like a large amount of ransom money, a getaway car, political power or perhaps a one-way ticket out of the country. Whatever their reason, rarely does it ever have any direct connection to the individuals being held hostage — but it always has an immediate connection to the needs and desires of those in control.

Unfortunately, this same type hostage mentality plagues the day-to-day operations of thousands of salons and spas everyday. Think about these scenarios:


  • Have you ever had a high revenue-producing service provider that is holding your salon/spa hostage with excessive demands on the business (i.e. higher commission, Saturday’s off, a personal assistant that the company cannot afford, a new product line, etc.)?

  • Is this employee irrational and unwilling to negotiate/reason with sound resolutions that would make your company stronger  (i.e. pay that is in alignment with the health of the company, attending staff meetings, dress code, showing up to work on time, running on-time to care for the customer)?


What is at risk? Is it the financial health of the company, the clients or the other team members? Unfortunately, it’s all three.

According to law enforcement the hostage situation has three phases.

Initial phase: This is the phase where the demands have been asked for. There is a lot of emotion during this time. Perhaps in your company it looks like this:

  • “I need to make 60% commission or I am going to work someplace else.”

  • ”If you don’t let me have every Saturday off I will quit.”

  •  “I am not working those hours.”

  •  “I don’t sell retail”


Stand off Phase: At this point, the owner has been given the demands. This phase can last for days, months or even years. Law enforcement refer to this as the “stand off” phase. Nothing about the situation appears to be changing (the company and the employee stay both hold their ground). However, under the surface, turmoil is brewing as company culture and relationships are being damaged around the dynamics of the situation. These times can be exhausting for everyone involved. The negotiator's job — or in this case the owner’s job — really boils down to working out the situation so the company ends up with a peaceful resolution.

Termination Phase: This is the brief — and often times violent — ending phase. Usually one of three things happen: The hostage will surrender and be taken into custody; police will use force and take them into custody (sometimes others are hurt during this process); the hostage-takers' demands are granted and they escape.

As the leader of your company, it is your duty to play role of negotiator and to end the stand off as soon as possible. Far too many salons and spas are stuck in the stand off phase. If this is you, now is the time to step up to the plate and to be courageous like the heroes we see on the news or in the movies. Are you willing to continue on until your company is in the termination stage where there is loss of staff due to the high demands of the hostage taking employee? Or will you stand up for what’s right for your company? I know which ending I will choose for my salon.

Have a story of how you successfully addressed a hostage management situation? Tell us about it in the comment box below.

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