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Transforming Onboarding: The Four C's to Skyrocket Your Salon Business · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:34
  Speaker 1: It is a great day to be hopping on to the podcast today.
• 0:39
  Speaker 1: We are super excited to be diving in to a topic that is important in any size business.
• 0:47
  Speaker 1: Whether you are small, just starting out with a team of people, or you have a team of 500 plus, I want to be one of the keys to success in growing your company.
• 1:02
  Speaker 1: Hey, I am Lindsay Lowe and I am here with my partner, jen Booth, and we are super excited to dive into today's podcast.
• 1:12
  Speaker 2: Awesome.
• 1:12
  Speaker 2: So you know, I am thinking back to 17, 18 years ago, when I opened my salon space and my very first employee bringing them on and thinking they were just going to understand and know everything, only to be surprised that, wow, there is a lot that goes on when it comes to onboarding that you really have to set up for success in order to create loyalty and order to help them understand your systems and processes.
• 1:39
  Speaker 2: So today we are going to dive into a technique we like to call the Four C's of onboarding, just to help you get an overview of how important it is to have a great employee onboarding process to really create something magical in your salon company.
• 1:56
  Speaker 1: Yes, so we are excited.
• 1:58
  Speaker 1: So let's dive into the first C of the onboarding process.
• 2:03
  Speaker 1: So the first C that we like to get out of the way, and you don't necessarily have to do it in this order.
• 2:10
  Speaker 1: We kind of like to sprinkle in different parts at different times, but one of the keys to success is really going through compliance.
• 2:20
  Speaker 1: So that's the first C that we are going to talk about today is just compliance.
• 2:25
  Speaker 1: You know, it's something I think as a new business.
• 2:28
  Speaker 1: It wasn't at the forefront of you know my mind.
• 2:32
  Speaker 1: When I was just starting out in being a salon owner, I didn't even think about complying for different state laws and different things like that and just making sure that whoever knew is joining our team is aware of whatever regulations.
• 2:48
  Speaker 1: So I feel like this is not the fun, saucy part that you look forward to inside of an onboarding process, but it's definitely necessary in order to make it successful, for sure.
• 3:01
  Speaker 2: Yeah, so we were thinking about this kind of like the housekeeping part of the onboarding process.
• 3:04
  Speaker 2: You know this would be like completing the paperwork, you know, helping them get set up for any HR opportunities, just really help them to understand how to be compliant in your business and making sure that you have them ready to rock and roll so that when we get to the next step you kind of have all of that housekeeping out of the way.
• 3:26
  Speaker 1: Mm.
• 3:26
  Speaker 1: Hmm, I love that.
• 3:27
  Speaker 1: So you know, this is where you would like to instead get them put into the computer.
• 3:31
  Speaker 1: You know, make sure that you have their W2 or W4 filled out.
• 3:37
  Speaker 1: I feel like that took me a long time to be able to help people understand how to fill that out properly.
• 3:43
  Speaker 1: And then they just changed it a couple years ago and so there was a new learning curve there again.
• 3:48
  Speaker 1: But just making sure that you know you're compliant at that basic level, just to be able to stay in business and just make sure that whoever is new to your team understands just how the organization works.
• 4:01
  Speaker 1: How do they get their pay stubs, how do they get you know lots of those little details that you are used to because you've been inside the company for years.
• 4:11
  Speaker 1: But a new teammate these are going to be just your normal everyday questions for them.
• 4:17
  Speaker 2: Awesome and you know, I think about this too is sometimes, as salon owners, we spend so much time trying to find the right candidate.
• 4:24
  Speaker 2: Then, once we get that qualified candidate, it's like we spend so much less time thinking about improving their employee experience.
• 4:32
  Speaker 2: So, like, how could you showcase or set up a fun employee experience when it comes to compliance?
• 4:38
  Speaker 2: One thing we like to do, too, is like an old boarding slideshow.
• 4:41
  Speaker 2: So it just has.
• 4:42
  Speaker 2: You can go through different slides of like who are their contacts for what?
• 4:46
  Speaker 2: How do they QR codes to get them access to everything.
• 4:50
  Speaker 2: Click the link that gets home to the salon software.
• 4:56
  Speaker 2: So I like to say, you know you can have them just watch a slideshow.
• 5:01
  Speaker 2: If you do have that lovely touch point and it's their first day, like maybe a director or a manager, to have someone to go over it with them.
• 5:09
  Speaker 2: I think that even juices it up just a little bit.
• 5:12
  Speaker 1: Totally.
• 5:13
  Speaker 1: I love that.
• 5:14
  Speaker 1: And so, once you really get through a lot of those compliance steps, the next C for the four C's of employee onboarding is clarification.
• 5:25
  Speaker 1: And so you really just want to get that clarification for your newest teammate so that they understand their roles and performance expectations.
• 5:36
  Speaker 1: So you know you obviously have hired them to do a specific role inside of your company and so for them to fully understand you know what all that entails, you know.
• 5:48
  Speaker 1: I think clear is kind and that is one of the ways that you can can really make that happen.
• 5:54
  Speaker 1: So is to just provide that clarity.
• 5:56
  Speaker 1: And so you know I think it's something that we get asked a lot when we visit a cosmetology school too is you know what exactly will you be doing?
• 6:06
  Speaker 1: I think people want to know what the role entails because they understand hey, if you're being hired as a hairstylist, of course you're going to be doing hair, but what types of services you know?
• 6:17
  Speaker 1: If you're hired as a massage therapist, of course you would assume you're going to be doing massages, but what specifically is it you know, and what are some of the goals that you have set for them as far as timing down the road or as far as you know your expectations for us.
• 6:35
  Speaker 1: You know we have our gold promise.
• 6:37
  Speaker 1: So those are some of the things that we kind of work on inside of that clarification, so that they can fully understand what their role will be inside of the company.
• 6:47
  Speaker 2: Yeah, I love that lens.
• 6:48
  Speaker 2: And you know this is like when they're learning the basics too.
• 6:50
  Speaker 2: It's to know that it's okay for, like, if you're going to have a stylist, our new trainee to actually learn guest services as well, like let them work at the front desk.
• 6:59
  Speaker 2: That way they kind of get that touch point of all what it all takes to make your organization run, and I think that gives them a bigger picture of how the puzzle fits together.
• 7:11
  Speaker 1: Yeah, I love that and you know, really this, this C could have a second C with it.
• 7:15
  Speaker 1: It could have been the five C's is really just going over that compensation piece.
• 7:20
  Speaker 1: You know, I think that that's really important to be super clear on how compensation works inside of your company.
• 7:27
  Speaker 1: You know whether you're commissioned hourly.
• 7:30
  Speaker 1: However, that is maybe a hybrid combination of both Just letting people know like, hey, here's what it is and here's how you can figure it out too, because you know, I always want my employees to be able to you know if they're commissioned.
• 7:45
  Speaker 1: I want them to know easily how they can do the math so that they can be double checking just to make sure their compensation is always correct.
• 7:55
  Speaker 1: I think that that's one of the key pieces to running a successful organization.
• 8:00
  Speaker 1: You know, I think years ago a lot of salon owners I even at one point had a you know back bar fee.
• 8:08
  Speaker 1: We don't anymore and you know, I would recommend finding a way to release any of those things that you can to just really make it clear as to what somebody's compensation is going to be, because it makes it really easy on them and really I want people to feel like it's easy to come to work inside of our salon company.
• 8:30
  Speaker 1: I want them to see all of the benefits they get and I want it to be really clear for them on what that compensation piece looks like.
• 8:39
  Speaker 2: Specifically to yeah, I remember when I hired someone and she came to work and then she's like, and how much am I getting paid?
• 8:46
  Speaker 2: I was like, wow, that was just a really, really huge opportunity to say, yeah, we need that clarification and compensation.
• 8:53
  Speaker 2: So, and I need to make sure that they 100% fully understand it and that they have quick access to how to find the career path, or quick access to know what are the requirements or expectations.
• 9:04
  Speaker 2: Because, you know, as human beings, we always come up with questions to ask, and questions are not a bad thing, they're a beautiful thing at times is.
• 9:11
  Speaker 2: And so the more streamlined you have this process and the more resources that you have from them to pull from whether it be a Trello board, which is an app you can use, or your software is like just to be able for them to have those touch points of compensation and clarification pretty quickly at their fingertips does help to answer a lot of questions they may have.
• 9:33
  Speaker 2: Totally.
• 9:34
  Speaker 1: And really truly, jen, I feel like what it does is it gives them confidence and their ability to do their job, because they understand, they're really clear about how things work inside of the company and so it really does give them the confidence to do a great job, which really does kind of feed into that next C inside of the four C's, which is connection.
• 9:57
  Speaker 1: You know, and I think this is I love, this piece inside of onboarding is, you know, creating that connection.
• 10:05
  Speaker 1: So we want this new person on our team.
• 10:09
  Speaker 1: I mean, think back to when you were the brand new bright eyed, bushy, tailed stylist on the street or massage therapist on the street or whatever it was.
• 10:19
  Speaker 1: You know, maybe you worked at the front desk or whatever your role was inside of the salon company.
• 10:23
  Speaker 1: How did you feel?
• 10:26
  Speaker 1: You know, one of the feelings that we want somebody to feel inside of our company right away is just connected and safe, you know.
• 10:34
  Speaker 1: And so we really want to to think about all of these different things when we're creating this connection piece inside of onboarding so that they feel secure.
• 10:45
  Speaker 1: Like Jen just said, questions are a beautiful thing, you know.
• 10:47
  Speaker 1: We want them to ask questions, we want them to try new things.
• 10:50
  Speaker 1: We want them to feel safe to make a mistake and know that we've all done it and we will all continue to do it and really our goal is to just strive to get better every day.
• 11:02
  Speaker 2: Yeah, this is one of my favorite ones is the connection part of it?
• 11:05
  Speaker 2: Because, like, if you can make that connection right away with someone, that buy-in that you're going to have for them is so much greater, in my opinion.
• 11:13
  Speaker 2: And so think about too, it's not just making connections to them, but it's making connection to the rest of your team too and letting them know who is this beautiful person that you're hired.
• 11:21
  Speaker 2: So you know, when we hire someone to whatever platform you use to communicate with your team whether it be GroupMe, Slack or whatever it may be it's like we always want to have a picture of this person announcing three fun facts about them.
• 11:36
  Speaker 2: You know, just so that we can create that connection all the way around, Because when our team's enrolled in that too and welcoming Lindsay for the first time, it makes that person feel even more special.
• 11:49
  Speaker 1: Yes, I love that and you know.
• 11:52
  Speaker 1: I think another great way to get connected is you know, we love to send out a little survey when somebody is new to our team so that we can figure out what their favorite things are.
• 12:02
  Speaker 1: You know and learn about their personality and all of this, all of these different things.
• 12:07
  Speaker 1: I think you know as a leader.
• 12:09
  Speaker 1: When you know how somebody wants to be appreciated, you know what their love language is, you know what their personality type is, it really does help to eliminate any stories that you can make up about that person.
• 12:23
  Speaker 1: You know, because if someone is introverted they are going to go about things differently than if they're extroverted and they're both beautiful personalities to have inside of the salon company.
• 12:33
  Speaker 1: But when you're able to recognize that, if you're an extroverted person and they're an introverted person, you might think if they need a little bit of reprieve, that something is off.
• 12:42
  Speaker 1: But the truth is they just need to recharge a little bit and vice versa.
• 12:47
  Speaker 1: You know, if you're working, if you're an introverted person working with an extrovert, you might be like, wow, they need a lot, you know, and the truth is like they are getting that charge from you based on their personality type.
• 13:03
  Speaker 1: You know, and so there's tons of different things that we asked for in our survey.
• 13:07
  Speaker 1: You know from what's your favorite color to.
• 13:11
  Speaker 1: You know we've got some of our local drink places, coffee places, stuff like that.
• 13:15
  Speaker 1: We want to know what people love to eat and drink in case we're ever going to, you know, give them a special little treat.
• 13:21
  Speaker 1: We'd love to know what their local favorite shopping places or restaurants or whatever it may be Same with, like saltier, sweet snacks.
• 13:31
  Speaker 1: What do they like for breakfast?
• 13:33
  Speaker 1: It's great if you're ever doing something fun inside the salon.
• 13:36
  Speaker 1: You can kind of just have a pulse on what people enjoy and what's going to make them happy, because you know if you've ever gotten your favorite flower from somebody or somebody has bought you.
• 13:47
  Speaker 1: You know your favorite scented candle or something like that.
• 13:50
  Speaker 1: You really feel seen and heard, you know, and so I think one of the best ways to do that is to have a survey right off the bat so that you know what it is that people love and you can meet them at that place.
• 14:07
  Speaker 1: I think that that truly creates a beautiful connection, and you know.
• 14:19
  Speaker 1: So if you are looking to create this connection, I think one of the best ways to do.
• 14:26
  Speaker 1: That is with Google, has a really great Google Sheets is a great option for that, and so it's really easy to make a survey and send that out and kind of have some automation around that for sure.
• 14:42
  Speaker 2: Yeah, I love that lens.
• 14:42
  Speaker 2: And if you're thinking OK, so now I have this data, I have the survey, I'm learning a lot about them is you know, like Lindsay was saying, people want to feel seen, and heard is OK.
• 14:52
  Speaker 2: So how can you take that and make them feel important, because a lot of times this is their first job, especially if you're hiring for a new trainee is they haven't worked anywhere else.
• 15:03
  Speaker 2: So, like you want to make this experience so extraordinary that they never forget what it felt like on day one, and so in their welcome bag or you could create a welcome bag as the cabin on their first day of onboarding and some things that you could put in their welcome bag is and it's going to be cost effective too.
• 15:20
  Speaker 2: It doesn't have to be super expensive would be like a tote bag with your logo.
• 15:24
  Speaker 2: Or if you have a certain brand that you work with and they have pretty beautiful bags, you could use one of those.
• 15:29
  Speaker 2: If it is going to be with somebody in our training program, we're going to give them a mannequin and we always include a gratitude journal as well.
• 15:36
  Speaker 2: These are just some ideas.
• 15:37
  Speaker 2: I know you guys can create your own to a gratitude journal and we want to start getting them in the process of seeing what they're grateful for and really celebrating that, because we know that if they get in that process of seeing, of being grateful and coming from that mindset that they're going to show up different every single day.
• 15:53
  Speaker 2: And then we also have we do like a passport book, so like that's for their classes that they're going to take, and then they get it stamped once they take that class, so that's going to be in their bag.
• 16:03
  Speaker 2: And then, like Lindsay was saying, maybe their favorite restaurant, their favorite candy bar I mean it doesn't have to be like super expensive stuff, it's amazing.
• 16:12
  Speaker 2: Like just having somebody's favorite candy bar in that bag.
• 16:16
  Speaker 2: That welcome bag is like a huge gift for them, like they are surprised that we went out of the way just to welcome them with such a special little treat.
• 16:24
  Speaker 2: And then I always like to include a handwritten note as well.
• 16:28
  Speaker 2: You know, just say thank you so much for choosing salon XYZ as your salon home.
• 16:33
  Speaker 2: We're excited to go on this journey with you.
• 16:35
  Speaker 2: You're going to be your biggest cheerleader and cannot wait to see the possibilities we create together.
• 16:39
  Speaker 2: Love the team.
• 16:40
  Speaker 2: So you could include that in there Along with, if you have any branding materials that you want to give out.
• 16:45
  Speaker 2: J-boo T, I said my salon but a T-shirt, a T-shirt or a jacket, and then we always do a tracking journal, so where they're going to kind of plan their day.
• 16:56
  Speaker 2: So they are welcomed with something that they were not expecting and I think when you create that value for them, like that, they're like wow, they are really bought in.
• 17:06
  Speaker 2: And we do the same thing, no matter if you're a hospitality host or a trainee, like they're not going to have the mannequin, but there's other little things that you can put in there.
• 17:14
  Speaker 2: And I would say too, it's really it's the little things that make a big impact, like knowing someone's favorite color and having that color pin in their bag, like people pick up on the little details.
• 17:26
  Speaker 2: And I think that's what it is.
• 17:27
  Speaker 2: When it comes to like bettering your best, you know, is like how can we really stand out?
• 17:31
  Speaker 2: And you know, once you get to that point in business too, is you still always got to be recruiting, but you don't have to recruit quite as hard, because word spreads fast about what it feels like to be an employee at Salon X, y and Z.
• 17:46
  Speaker 1: Absolutely.
• 17:46
  Speaker 1: I think that you know, really that creates a beautiful impact, that people do feel that connection, they feel that security right away.
• 17:57
  Speaker 1: You know, and it's just almost like your first day that you get to open up your kit at school and you know all the bright, shiny new things and the excitement that you feel to get this like recreating that feeling for people, you know really does set the stage for what does love look like inside of your salon.
• 18:20
  Speaker 1: You know, and and I think that really ties in well to that next C, which is culture, and you know culture is one of the most important things inside of any organization you know, when you're going through your values, your stories, all of that good stuff.
• 18:40
  Speaker 1: So you know, for us inside of the PhD program, we talk about our heartbeats.
• 18:47
  Speaker 1: You know those are our core values.
• 18:49
  Speaker 1: It's something that we come up with together, as a team.
• 18:51
  Speaker 1: It's not something that the owners come up with a list and say, hey, here's the roles, you got to follow them, or else you're out.
• 18:59
  Speaker 1: You know it's like, hey, let's, let's really envision what it would look like if we showed up as the best version of ourselves each day, you know, and so going through those heartbeats with a new team member.
• 19:12
  Speaker 1: I love it.
• 19:13
  Speaker 1: It's one of my favorite things to do.
• 19:16
  Speaker 1: You know you can really pick up on.
• 19:17
  Speaker 1: Hey, what are you going to excel at on this list?
• 19:21
  Speaker 1: What's going to come really easy for you, you know, and then what might also be a challenge for you.
• 19:26
  Speaker 1: That's okay.
• 19:27
  Speaker 1: We all have different parts of ourselves that we're working on to continue to better, and so sometimes when you just as is an area that hey, this might be challenging for me, it can kind of clean it up and clear it out of the way.
• 19:42
  Speaker 1: So it's not really a challenge for you anymore.
• 19:44
  Speaker 1: And so I think during this culture, portion of onboarding, going through those heartbeats and really getting clear on what that looks like for your company, is key for sure.
• 19:58
  Speaker 2: Absolutely.
• 19:59
  Speaker 2: And also, too, is let them experience your culture, let them be a guest for the day, treat them to a shampoo and blow dry with a treatment.
• 20:10
  Speaker 2: Let them really truly see what it looks like to be a guest, because I feel like when they have that experience, they're able to duplicate that experience for someone else as well.
• 20:19
  Speaker 2: I think about some great companies that have great onboarding, and one is Google, and I think Google.
• 20:27
  Speaker 2: One of their goals I was reading about was that they had to double the amount of new employees they were bringing in, and so they really had to streamline their onboarding process, and from doing that, they got a lot of feedback from people they had hired before, so that could also be an area of opportunity to look at.
• 20:43
  Speaker 2: When it comes to bringing on new people is like people that you have actually onboarded.
• 20:48
  Speaker 2: To go to them and say, hey, what was the onboarding process like, what was the onboarding process like, look like for you?
• 20:54
  Speaker 2: I don't know, I can't talk to you.
• 20:56
  Speaker 2: What was it like for you?
• 20:57
  Speaker 2: And to take that feedback and say, hey, do you have any ideas of how it would have made better?
• 21:01
  Speaker 2: Would there have been one thing that you wish you would have learned during onboarding, and so I think that's great.
• 21:08
  Speaker 2: And then also, too, google still comes from the place of having somebody involved with them through this process.
• 21:13
  Speaker 2: It's not a sit and watch a computer screen.
• 21:16
  Speaker 2: It's like they want to have somebody that's going to play an active role and really welcoming this person.
• 21:21
  Speaker 2: So I just think that is just some food for thought when it comes to how do other great companies on board employees as well.
• 21:30
  Speaker 1: Yeah, I love that.
• 21:31
  Speaker 1: They, you know, definitely when you think about the size of an operation of a company like Google and to hear their employee reviews being so high, they're obviously doing some great things in the area of onboarding, for sure.
• 21:48
  Speaker 1: So I love looking at a successful business model and seeing, hey, what can we take and bring this into our salon company.
• 21:56
  Speaker 1: You know, I think another thing that's really important in the culture piece for us is you know, you know there people are going to get a lot of feedback when they first start inside of our company.
• 22:08
  Speaker 1: And so you know, and if you've ever read any Brene Brown books, you've maybe heard some of these theories before.
• 22:16
  Speaker 1: But you know, in a lot of families people grow up getting feedback as blame or shame, and so we want to really let them know like, hey, you're going to get a lot of feedback here, but it's in the form of love, and so you know, we've got a great flip chart that we go through with them.
• 22:34
  Speaker 1: You know where it's a person standing on a mountain and a person standing out.
• 22:39
  Speaker 1: You know they're kind of in the middle of the mountain, and then there's somebody standing at the, at the basin of the mountain, and they're shouting up like, hey, how did you get up there?
• 22:48
  Speaker 1: And then the person is throwing them some feedback as love.
• 22:52
  Speaker 1: So it might be like, hey, you know, if you made these improvements to your shampoos, it could be an even more exceptional experience for your guests.
• 23:01
  Speaker 1: Or if you made these improvements to your facials or your lashes, like it could really elevate what your guests are, are feeling and and and the value that they feel like they're leaving with.
• 23:14
  Speaker 1: And so you know, when we give feedback inside the salon, it's it's in the form of love, it's to help you get up that mountain to where you see that person that you want to be at that same spot.
• 23:26
  Speaker 1: You know it's way different than somebody below you, even further down the way, saying you're not doing this right, okay, cool, that's actually not helpful to me at all.
• 23:38
  Speaker 1: You know, like if, if there's ever you know, you know, every once in a while, though, you know you, you might get a bad review or somebody might want to to redo something with their hair.
• 23:51
  Speaker 1: But really transforming the way that we think about feedback, I think is one of the key pieces inside of our culture, because, sure you know, some people might deliver it as blame or shame a consumer might every once in a while, but if you're able to, to not take it as blame or shame and really learn, okay.
• 24:08
  Speaker 1: What's the area that I want to uncover here?
• 24:11
  Speaker 1: You know, if I could make these simple little tweaks, it could really elevate their experience or the value that they feel like they're receiving, and so I think that that's a key, foundational piece inside of that culture is to know that, hey, feedback is love here and it's not blame or shame, whether you've received it that way in your family or in school or in any way before.
• 24:31
  Speaker 1: Here we want to say it's okay to make a mistake and it's okay to get that feedback and we're going to continue to grow and keep climbing that mountain.
• 24:40
  Speaker 2: I love that.
• 24:40
  Speaker 2: Just think, wow, if we were more people were able to understand feedback in that way, wow, what an impact it would have in this world.
• 24:50
  Speaker 2: I love that lens, thank you.
• 24:51
  Speaker 2: And so we've been over the four C's.
• 24:53
  Speaker 2: Actually, we added one more C, so we've gone to compliance, clarification with confidence and compensation and with connection and culture.
• 25:04
  Speaker 2: And there's one other C, too, that you could think about too, and that's called like a check back.
• 25:09
  Speaker 2: And so, before we dive into how to set this up, a check back or check in is what I like to call it is.
• 25:14
  Speaker 2: This is actually after the onboarding process.
• 25:16
  Speaker 2: So, however long you decide, the onboarding process needs to be, whether it's a week, whether it's two weeks.
• 25:22
  Speaker 2: Once you get that clarity, is you want to check back in with that person and just say you know, tell me about how it's going?
• 25:28
  Speaker 2: What's been the most magical thing that you've learned here?
• 25:31
  Speaker 2: What do you love about working at salon?
• 25:34
  Speaker 2: You know X, y and Z.
• 25:36
  Speaker 2: And to really make sure that you have that touch point, because that check in really comes with a beautiful price, and that price is that person feels so much love, and when that person feels that love, you get that dedication and loyalty to the company as well.
• 25:51
  Speaker 2: So just don't forget that check back piece so that you really get that feedback that you need as a salon owner too, because you know I've been in that check back piece and gotten feedback about an educator and it helped.
• 26:03
  Speaker 2: It was a win-win situation because I was able to coach that educator to look at things in a different way, but also help that new hire see, hey, you can look at this way too, and so it really does help.
• 26:16
  Speaker 2: Call forth that feedback to make your team the best that it can be.
• 26:20
  Speaker 1: Absolutely.
• 26:21
  Speaker 1: I love that, jen.
• 26:22
  Speaker 1: You know I think some valuable feedback that we've gotten over the years is just, you know, if you think about it, anytime you start somewhere new, there's almost like a fire hydrant of information that you needed to learn just to know how to show up.
• 26:36
  Speaker 1: It's like where do you park, how do you clock in and out, how do you do all these?
• 26:39
  Speaker 1: You know millions of little things that you are just accustomed to doing every day.
• 26:45
  Speaker 1: You know that somebody new is learning all of those things, and so you know we really love to look at just the overall being of somebody when they're new.
• 26:55
  Speaker 1: On our team we like to do a short little quick first shift, somewhere between two and four hours.
• 27:00
  Speaker 1: You know to where they can get a little bit of information, but it's not like we are opening up that fire hydrant and just hosing them down.
• 27:09
  Speaker 1: You know we want them to be able to remember as much as possible, but also know, hey, you're not going to and that's okay.
• 27:15
  Speaker 1: You know, because we're going to be here, we've got some tools and resources that you can look back through any of this information at any time.
• 27:21
  Speaker 1: Plus, we love questions, so feel free to ask them, you know, whenever they arise, and so I think you know getting that feedback when you check in with somebody is definitely key.
• 27:35
  Speaker 2: Yeah, I love that.
• 27:35
  Speaker 2: And so now that you have these five or six seed, we added a couple more in there to get you going on board.
• 27:42
  Speaker 2: And it's like you want to streamline this process, because think about this, for our puzzle lovers out there, it would be like getting a thousand dollars, a thousand piece puzzle and having to put it together without the pitcher.
• 27:57
  Speaker 2: On the front of the box and that's what it can seem like sometimes when you have a new hire is they're like wow, there's a lot of things to put together.
• 28:03
  Speaker 2: So really making sure that they maybe have a check-in buddy or a buddy mate at the salon, that's really holding their hand throughout the entire process, because the reward of that will pay off greatly.
• 28:16
  Speaker 2: And so with that too, you're thinking okay, this is great, but how do we manage this and I know I think Lim's does this too is like we use a Trello board, which is just a really clean way to say here's what needs to happen.
• 28:32
  Speaker 2: Here's a checklist of what needs to happen two weeks before.
• 28:34
  Speaker 2: Here's a checklist list of what needs to happen one week before.
• 28:38
  Speaker 2: Here's a checklist of what happens the day before.
• 28:41
  Speaker 2: Here's a checklist of what happens the day of.
• 28:43
  Speaker 2: And then you could even take the four C's and create a card for that person.
• 28:48
  Speaker 2: If you understand Trello If not, sorry, I'm probably blowing your mind right now, but definitely check it out.
• 28:54
  Speaker 2: It's like if Lindsay is a new hire and she's under clarification compensation, then I can create a card for her and put her under clarification and compensation so that any time, anybody on the leadership team could look and say okay, I know that Lindsay is at number two of the C's and so is there any extra support that I could give her when it comes to clarification and compensation or confidence?
• 29:15
  Speaker 2: So, lindsay, anything else that you use to help streamline the onboarding process.
• 29:21
  Speaker 1: Yeah, definitely, trello is one of my best friends when it comes to the onboarding process because, like you said, anybody can look at it anytime and know exactly what's going on.
• 29:30
  Speaker 1: You don't have to communicate oh, did you get them this book and did you help them with their gift?
• 29:36
  Speaker 1: And no, you see it all on there.
• 29:38
  Speaker 1: It's really easy and clean and simple.
• 29:42
  Speaker 1: I like to check out a little bit on some things, so I even have some.
• 29:46
  Speaker 1: I use Zapier, which the jargon is they're called zaps, so you can zap some stuff to just automatically happen.
• 29:55
  Speaker 1: So once I put somebody in there, there's some things that automatically happen.
• 30:00
  Speaker 1: They can get automatically sent some docuSign stuff, they can get automatically sent some emails.
• 30:06
  Speaker 1: There's like several different things that you can set up to automatically happen.
• 30:11
  Speaker 1: If you're tech savvy or you work with a VA, those are some great things that you can implement right away, and so I think it's nice to have that all organized.
• 30:21
  Speaker 1: Like you said, jen, it just makes it really clean, clear and simple, and it doesn't matter if I've gone through the onboarding process 500 times or it's my very first time.
• 30:32
  Speaker 1: There's a good likelihood, because I'm human, that I'm going to forget to do something, and so that just helps me, helps prevent me from being human on some of those things.
• 30:43
  Speaker 1: It kind of lessens the chance of something getting lost in the cracks and somebody being like I didn't know about this or I didn't know about that because I see it right there.
• 30:52
  Speaker 1: So it's a beautiful tool to use for sure.
• 30:55
  Speaker 2: Mm-hmm Love.
• 30:56
  Speaker 2: You said that, Lynne.
• 30:56
  Speaker 2: It's because automation will change your life.
• 30:58
  Speaker 2: It's like being on the beach in Mexico with a drinking hand.
• 31:01
  Speaker 2: You're thinking, oh crap, I got a new employee starting tomorrow.
• 31:04
  Speaker 2: But if you have it automated and you have it streamlined, it's like your team knows what to do, Everybody knows what game they're playing and it really helps to make that person feel welcome and you don't even have to be there.
• 31:16
  Speaker 1: Yeah, I love that.
• 31:17
  Speaker 1: So if you're feeling super inspired about this new onboarding process and you're loving these four Cs or eight Cs however many we've turned it into now gosh, you don't realize how many catchy C words there are that can help with the onboarding process till you really dive in.
• 31:35
  Speaker 1: But if you're feeling more confident in your ability to make your onboarding process even better, we would love to hear from you.
• 31:46
  Speaker 1: You know we've got all kinds of great tools inside of the PhD program that can help just really elevate your salon company and make you stand out and be companies like Google that Jenna was talking about earlier, and you know just other elevated companies that are really making a big impact in the world.
• 32:08
  Speaker 1: So if we can ever be a resource to you, we'd love to hear from you.
• 32:12
  Speaker 1: You can choose an email hello at thephdprogramcom.
• 32:15
  Speaker 1: You can send us a DM on Instagram or any of the social media networks.
• 32:19
  Speaker 1: We'd love to hear from you.
• 32:21
  Speaker 2: Love that, All right.
• 32:22
  Speaker 2: So if you're excited about the four to five to six Cs that we created today, we can't wait to see what you do with those, and we also love reviews.
• 32:31
  Speaker 2: So if you really truly enjoyed this, leave us a five star review on the podcast platform.
• 32:36
  Speaker 2: We will so greatly appreciate that and we look forward to continue to serve in a huge way.
• 32:41
  Speaker 2: Bye for now.
• 32:42
  Speaker 2: Catch you soon.