Top Business Tips by Joan O'Meara
In this fabulous, exciting, creative industry of hair, skin, make up, nails and beauty, one thing we are not always taught at a foundation or basic level is the business or management side of the industry. We either start up and hope for the best, or we work our way up the ranks in these roles as we progress within a salon or we go back and re-train in business & management. When I ran the largest Irish private college of Hair & Beauty at a multi award winning level we taught some areas of business & management to certain classes. We also taught CV and interview skills but in colleges it is not part of the curriculum so it does not have to be taught.
So either way if you are starting out in your business journey or you are half way through, I want to share some tips for you to implement and if you are conducting some of these always re visit them regularly and check performances and outcomes to see how well they are working. Revisiting these also keeps your core values fresh, in check and you motivated and always delivers results.
Remember it is NEVER too late to start implementing all or any of this.
There are many, however here are my BUSINESS TOP TIPS:
Know your WHY: Why do or did you open a salon? Know your USP - Unique selling point, what makes you stand out from others? Understand your competition and how you differ. Competition is healthy and keeps us in check, in trend and on point. If you are unsure of this then hold a fun team meeting where you can all design it together. A SWOT - Strength, Weaknesses, Opportunity, Threats chart is a good tool to use every 3 to 4 months. This allows you and your team to be on top of all and check what is working, what is not and what opportunity you may have that you are not aware of yet.
Have a detailed plan of your business: What is the vision, brand & ethos values. From these rules or protocols/plans/standard the team you hire will be easier to manage, retain and work with, as you can hire to aline with these said protocols. What your salon is about stems from these. With any policy or standard it is vital that you measure it and it’s performance. A checklist walk around that you or your manager can conduct is a good document to follow and have to adhere to standardisation. ** See below for more. Appraisals with staff is key also, do not be afraid of this. Staff love to know how they are doing and believe it our not, employees love to have policies to follow and know what is expected of them.
Hire a professional and experienced accountant: This is so important for anyone starting out and also for anyone in business already. It is a good idea to choose an accountant that has experience in the industry. Each year ask them for a full list of important dates, where everything must be filed and paid. The revenue come after you, not the accountant so while this area may not be our full role, it is our role to check in and make sure we are on top of it. If you are a company over a sole trader then you must file a CRO yearly. Communication is vital between both you & your accountant to ensure this is on going. Get to know Revenue terminology and requirements as this will build a better relationship with you and Revenue. Check you have contracts, whether probation or permanent, induction policy for all new staff, nera sheets, hand book (make sure you number all handbook titles and see example below**) and job descriptions in place in each staff members folder which is locked away under GDPR in a lockable press.
Once you have all the above, get to know who is your ideal client. It is fun for you and your team to make up client personas, this is where we write down our ideal client from hair colour to hair texture, gender, age, lifestyle etc. Then when marketing you are marketing to this type of client. You can have many ideal clients. These can also link in with your brand protocols and values.
Know your limit as an employer: Know the balance in work and life that you need. Do not be afraid to ask anyone around you or in business for any help that you may need. Surround yourself with positive, like minded people. Ensure you take time out for you and ensure you follow a healthy work life balance. You cannot pour from an empty cup. Why run a business if it is taking from your life and your self. Also ensure in your weekly time management plan that you as a business owner allow time out for yourself and also time out from the salon floor to plan and work on the business over being always working in the business. Hire a manager or up skill a good stylist to help you manage. Be mindful that the manager/stylist is not over worked. Have it all clear and in place for them. Be fair to.
If something is not working, sometimes a quick chat can sort it, or you can just change it. Remember to live by this quote “I cannot control anything or anyone around me, I can only control how I control the situation” . Hire slow and steady and again in line with your salon brand etc, hiring too fast and in a hurry can attract the wrong person.
**On a regular base, either your manager or yourself should conduct a walk around in your salon, how does the paint, decor, attire look. From this, sit or lie down and view what the client sees in that position. Look at the phone policy, the colour of the salon, do they represent the colour of your brand. The smell, the ambience - is it as you would like if you were the client? Does the Receptionist or person answering the phone smile when they answer the phone to your clients? They should, as this instantly gives a happy up beat friendly atmosphere of the salon ethos. Remember reception and answering the phone is usually the first port of call for a client. To set the standard of your client’s experience in your salon or business from your walk around, now design a client journey, mapping out how the client is treated from the phone call to the service, retail and leaving the salon. Then this is your policy so every staff member you hire will be inducted in this standard.
If a staff member, supplier, client is looking for you there and then, it is ok to stop and think and say No if you have a busy day planned as per your time management plan or have a vital meeting or issue to attend to, or your head is just not in that place, and you can reschedule them for when it suits you. This allows for better time management. Better productivity and better outcomes. If you are unsure what to reply to a staff member etc then pause and simply say can you come back to me at 12 when I am free. It is the same if they come to you at 10 am and ask to speak to you, pause and think are you ready, free or able and if you are not, simply again say can you please come back to me at a time that you are free. This allows for a more effective management type from you. Also watch wording like BUT, instead of but say However. This is very powerful and I learnt this from a fabulous business mentor years ago Alan Austin Smith.
Going back to your paper work, here are some examples of a policy handbook that all employee’s are required to be given.
Salon Attire:
Arrive to the salon with clean, neat & professional current attire.
Tracksuits or bulky trainers are not tolerated.
Staff Parking:
Parking is available behind the salon only. Please do not park outside anyone else’s business
Please ensure your car is parked correctly in the available spot for you to not hinder any incidents that may occur and to allow space for everyone else.
___________ (salon name) does not take any responsibility for your car or belongings whilst parked for work.
These are made up, however I just want to show you how it can be done and then if you have to reprimand or correct anyone it is easier to conduct this as you can say as per 1.2 in your handbook we do not tolerate or conduct XYZ at our salon etc. It makes things easier for you and them, as they know what is expected from them and it is easier get through to them in a meeting of what you allow and not.
Key Areas to focus on, in your salon walk around:
The Website, social media platforms - Have you got all the call to action buttons to easily book an appointment with your team?
Is all content current, updated and on point?
Reception/Retail: Is it clean/tidy? How is the salon phone answered?
The Treatment menu and salon positions/rooms. How are the treatments conducted? Sit & lie where the clients sit/lie and view what they see.
Consultation- how is this delivered?
Stylist conduct and salon talk - Is it appropriate? Are they upselling? Are they educating their client throughout the service, and having professional talk.
The Bathroom and kitchen area - Are they professional and clean?
Taking of the bill - Cashing up, re-booking and stylist approach to each client.
10. When it comes to retaining staff and I did this for 17 years, we must look at them as people and if they left us would we manage? So if we wish to retain them, we must be fair to them having hours/days off when they need, as best you can. For me it was vital that I still had my staff over a few extra euro in the till. They should have a work life balance also. Find out what motivates each of your staff members, as most are not motivated by money.
Holding Staff meetings, objective map, appraisals and key tips to be organised is vital as a business owner. A good manager will lead and facilitate over being too involved, yet checking all from the background and do not expect staff to conduct something you will not do yourself. Enjoy Business and Please promise yourself to take time out for you.
Written by Joan O’Meara
Follow:
@saloneducationbyjoanomeara on Instagram
or visit her website: saloneducation.ie