Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / Why Team-Based Is The Only Model That Scales

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Why Team-Based Is The Only Model That Scales · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:33
  SPEAKER_01: Hey, before we get into today's episode, I need to say something that might land a little uncomfortable.
• 0:41
  SPEAKER_01: You know, the model that promises you freedom might be the exact thing that's keeping you broke and keeping your stylist stuck.
• 0:51
  SPEAKER_01: Today we're naming it and showing you the only model that actually scales.
• 0:58
  SPEAKER_01: You know, I wanted to start with the moment I I had never really fully talked about on this podcast.
• 1:02
  SPEAKER_01: And it was about four years into building our team.
• 1:06
  SPEAKER_01: Um I remember standing in the middle of a salon floor on a, I think it was a Tuesday afternoon, and you know, the place was full.
• 1:12
  SPEAKER_01: I mean, there was probably, I think there was like maybe six service providers.
• 1:15
  SPEAKER_01: You know, every chair was occupied, the, you know, the music was playing.
• 1:19
  SPEAKER_01: Now I'm not talking about no sound system.
• 1:21
  SPEAKER_01: We just had a little jukebox in the corner that was playing, and guests were laughing.
• 1:25
  SPEAKER_01: And then I felt completely, utterly alone.
• 1:30
  SPEAKER_01: Not lonely in a personal way, alone in a structural way.
• 1:35
  SPEAKER_01: You know, like every single person in that building was operating inside their own invisible bubble, technically working together, not actually connected to anything.
• 1:47
  SPEAKER_01: You know, and I remember driving home that night and I kept asking myself, why does this feel so fragile?
• 1:53
  SPEAKER_01: Like we had revenue, we had talent, we had a full book, and it felt like one bad week away from everything falling apart.
• 2:02
  SPEAKER_01: And that night I finally put words to what I've been refusing to admit.
• 2:08
  SPEAKER_01: I hadn't built a team.
• 2:10
  SPEAKER_01: I had built a waiting room where talented people happened to share a roof.
• 2:14
  SPEAKER_01: And that realization changed everything about how I showed up as a leader from that point forward.
• 2:21
  SPEAKER_00: Yeah, I remember, you know, Jen, when you told me that story because I had my own version of it, you know.
• 2:27
  SPEAKER_00: Mine was, I think, on a Wednesday morning, you know, and I had about seven stylists, and each one of them were talented, they were working hard, you know, and I walked in and I remember I noticed that not everybody said good morning to each other.
• 2:44
  SPEAKER_00: And not because they were rude people, but because they had no reason to.
• 2:49
  SPEAKER_00: You know, they weren't on the same team, they were just in the same building.
• 2:53
  SPEAKER_00: And I thought, this is not what I built this for, you know, because there's a certain lie circulating in the beauty industry right now that sounds like freedom.
• 3:02
  SPEAKER_00: It sounds like if everyone just worked independently, everything would be easier, you know, no leadership drama, no culture issues, no hard conversations, no accountability, just freedom.
• 3:17
  SPEAKER_01: And here's what we want to say today with all the love and directness that we have is what people are calling freedom is actually just fragmentation.
• 3:27
  SPEAKER_01: That means like it's being broken into smaller parts and prettier packaging.
• 3:32
  SPEAKER_01: Okay, because here's the truth that nobody says out loud enough is like you cannot scale isolation, you cannot multiply independence, you cannot build something that outlasts you around a model where every person is essentially operating like their own tiny island.
• 3:50
  SPEAKER_01: And today we're talking about why team-based is the only model that truly scales.
• 3:55
  SPEAKER_01: Not because we want control, not because we want dependency, because human beings, like your service providers, your guests, you were designed for connection, mentorship, for growth, and leadership.
• 4:09
  SPEAKER_01: And the salons that understand that they don't just make more money, they create transformation, more legacy, more life.
• 4:18
  SPEAKER_00: Yeah.
• 4:18
  SPEAKER_00: You know, let me take you somewhere.
• 4:20
  SPEAKER_00: Uh growing up, I spent a lot of time in my parents' flower shop.
• 4:25
  SPEAKER_00: And one of the things that I remember most, it wasn't just the flowers, it was the feeling of that place.
• 4:32
  SPEAKER_00: You know, everybody had a role.
• 4:34
  SPEAKER_00: You know, there was one person designing, one person answering the phones, one person delivering, one person organizing ribbons and processing flower shipments, and one person welcoming guests at the door.
• 4:48
  SPEAKER_00: And together they created something that none of them could have created alone.
• 4:54
  SPEAKER_00: You know, nobody in there walked around saying, well, technically, this arrangement is my customer, you know?
• 5:02
  SPEAKER_00: No, the guests belonged to the experience.
• 5:07
  SPEAKER_00: You know, the guests belong to the mission.
• 5:10
  SPEAKER_00: And the environment everyone helped create made the guest feel seen, cared for, and welcomed in in a way that no single person could manufacture by themselves.
• 5:23
  SPEAKER_01: You know, let's see.
• 5:24
  SPEAKER_01: I I love this story because like it truly illustrates something, you know.
• 5:29
  SPEAKER_01: I think we've completely that's something that we've completely lost in our industry.
• 5:33
  SPEAKER_01: You know, at some point, and uh, I don't know exactly when it happened, we started glorifying separation.
• 5:40
  SPEAKER_01: You know, isolation became aspirational.
• 5:43
  SPEAKER_01: You know, protect your book.
• 5:45
  SPEAKER_01: Um, don't help anyone else grow, or keep your secrets, or keep woman for herself, or every woman for herself.
• 5:53
  SPEAKER_01: And what we were seeing now, if we're honest, is talented, hardworking beauty professionals slowly burning out while calling it empowerment.
• 6:03
  SPEAKER_00: Yeah, and you know, here's the epiphany I had standing in my own salon that Wednesday morning was, you know, I looked around and realized we were the flower shop, you know, the same building, same tools, same talent, but nobody was making arrangements together.
• 6:21
  SPEAKER_00: You know, we had built seven solo businesses, if you will, under one roof and called it a salon.
• 6:29
  SPEAKER_00: You know, and that was the moment that I understood it's not a people problem.
• 6:35
  SPEAKER_00: It's not my team's problem, it's a structure problem because structure determines sustainability.
• 6:44
  SPEAKER_00: You know, so I did something that felt counterintuitive at the time.
• 6:47
  SPEAKER_00: You know, I stopped managing individual stylists or service providers and started building an actual team infrastructure.
• 6:57
  SPEAKER_00: You know, we created shared service standards.
• 7:00
  SPEAKER_00: So every guest had a consistent experience regardless of who touched their hair.
• 7:05
  SPEAKER_00: You know, we built team meetings that weren't just logistics, they were culture, investment, leadership development.
• 7:15
  SPEAKER_00: You know, we created a compensation structure that rewarded people for growing together, not just protecting their own chair, you know, and when we started calling ourselves something different internally, not just a collection of stylists or service providers, but a team with a mission, you know, and that was several years ago.
• 7:37
  SPEAKER_00: And today, our salon company doesn't depend on any one person, including me.
• 7:45
  SPEAKER_00: You know, we have beauty pros and service providers who've been with us for years, who are earning more than they ever did on their own, you know, who have a retirement plan, who take real vacations.
• 7:59
  SPEAKER_00: And our our guest retention is working towards that 80% mark.
• 8:05
  SPEAKER_00: And, you know, I couldn't, I personally could take, you know, several weeks away from the salon and the salon wouldn't skip a beat.
• 8:13
  SPEAKER_00: And that's not luck.
• 8:15
  SPEAKER_00: That's not talent.
• 8:17
  SPEAKER_00: You know, that is what structure does when you stop being, you know, just a service provider who happens to own a salon and start being a salon owner who leads a team.
• 8:31
  SPEAKER_01: You know, we need to name something here, and and we want to name it with grace because if you're listening and this is landing close to home, excuse me, it's not an indictment of who you are, it's an invitation to something better.
• 8:45
  SPEAKER_01: You know, the villain in this story is not booth rent, the villain is not your team, the villain is an identity, and we call it the service provider owner.
• 8:57
  SPEAKER_01: You know, she is hardworking, she loves her clients, she is genuinely talented, and she is completely, silently exhausted because she accidentally built a job and set up a business, you know, and she makes decisions from her chair, she measures success by how full her personal book is.
• 9:15
  SPEAKER_01: She feels responsible for every problem and powerless to fix any of them.
• 9:21
  SPEAKER_01: And the tragedy tragedy is that she thinks this is just what owning a salon feels like.
• 9:28
  SPEAKER_00: Yes, you know, she thinks the exhaustion is the price of success, you know.
• 9:34
  SPEAKER_00: But here's what nobody told her the exhaustion is not coming from owning a salon, it's coming from being a service provider who owns one.
• 9:45
  SPEAKER_00: You know, those are two completely different identities, and only one of them scales.
• 9:51
  SPEAKER_00: You know, a beauty pro, a true salon owner, thinks differently.
• 9:57
  SPEAKER_00: You know, she understands the guests aren't hers, they belong to the experience the whole team creates.
• 10:06
  SPEAKER_00: You know, she understands that her value is not just in her hands, it's in her leadership.
• 10:14
  SPEAKER_00: You know, she understands the goal isn't to build a bigger book herself, it's to build a bigger vision.
• 10:21
  SPEAKER_00: And ironically, that shift creates more opportunity for everyone involved, not less.
• 10:28
  SPEAKER_01: Now, before we go further, we need to talk about the resistance because maybe part of you is listening to this and thinking, yeah, but you know, yeah, but and honestly, those concerns are real.
• 10:40
  SPEAKER_01: You know, we're not here to shame independent artists, we're not here to tell anyone there's only one path, but we are here to challenge a few beliefs that keep talented beauty pros stuck because sometimes what sounds true isn't the full picture.
• 10:54
  SPEAKER_01: So let's talk about the first one.
• 10:56
  SPEAKER_01: It's the false belief number one is if I work independently, I'll keep all the money.
• 11:04
  SPEAKER_00: My favorite one.
• 11:05
  SPEAKER_00: And honestly, I could see how someone would believe this too.
• 11:08
  SPEAKER_00: You know, it makes logical sense, I guess, on the surface.
• 11:11
  SPEAKER_00: A hundred percent commission sounds like more than 40 or 45% commission, you know, until you run the actual math, because revenue and profit are not the same number.
• 11:25
  SPEAKER_00: And a lot of independent service providers are collecting revenue while privately drowning in inconsistent weeks, marketing costs, product costs, booking software, no shows with no safety net, taxes with no strategy, and an emotional weight that doesn't clock out when they do.
• 11:44
  SPEAKER_00: You know, meanwhile, I have beauty pros or service providers inside my salon who are earning more, growing faster, building retirement, taking vacations, and going home at the end of the day without the salon following them.
• 12:00
  SPEAKER_00: You know, and not because commission math is magic, because leverage exists inside ecosystems, not isolation.
• 12:11
  SPEAKER_00: And if you want to see the actual numbers, the real side-by-side comparison of what team-based compensation looks like versus independent, you know, we built that breakdown inside Salon Business School.
• 12:22
  SPEAKER_00: That's exactly what it's there for.
• 12:25
  SPEAKER_01: Yes.
• 12:26
  SPEAKER_01: And then let's move on to false belief number two.
• 12:30
  SPEAKER_01: Team-based means drama.
• 12:33
  SPEAKER_01: And again, I hear this because a lot of people have lived it, right?
• 12:37
  SPEAKER_01: Gossip, politics, favoritism, unclear expectations, you know, chaos disguised as culture.
• 12:44
  SPEAKER_01: And if that's your experience of team-based, of course, you're gonna want out, right?
• 12:49
  SPEAKER_01: But here's the thing that wasn't a team-based problem.
• 12:52
  SPEAKER_01: That's actually a leadership problem.
• 12:54
  SPEAKER_01: You know, people don't hate teamwork, they hate unhealthy teamwork, and there's a difference.
• 13:00
  SPEAKER_01: You know, human beings are wired for belonging, you know, that's why people join sports teams, movements, communities, churches, because isolation exhausts the soul, even when it looks like freedom from the outside, you know, and that's why the beauty pro movement exists, you know, not as a concept, as an actual community of salon owners and beauty professionals who are doing this together in a healthy way.
• 13:29
  SPEAKER_01: And if you've never seen what healthy team culture looks like up close, you know, that's your next step.
• 13:35
  SPEAKER_01: Check out beautypromovement.com.
• 13:39
  SPEAKER_01: Again, that's beautypro movement.com.
• 13:44
  SPEAKER_00: Yeah, and false belief number three is I'd rather depend on myself than be let down by a team, you know, and this one is the deepest because it usually comes from being hurt.
• 13:58
  SPEAKER_00: You know, someone left, someone took your clients, someone you poured into, walked out the door, and somewhere along the way you decided never again.
• 14:07
  SPEAKER_00: You know, but here's what I want to say to that version of you the answer to bad leadership experiences is not abandoning leadership, it's becoming a better leader because those experiences didn't prove that team-based doesn't work.
• 14:25
  SPEAKER_00: They proved that you haven't yet had access to the systems, the culture, and the frameworks that make team-based work.
• 14:36
  SPEAKER_00: You know, that's not a judgment, that's an invitation.
• 14:39
  SPEAKER_00: You know, and those systems, that culture, those frameworks, you know, that's why that's what Million Dollar Beauty Pro was built to give you.
• 14:47
  SPEAKER_00: You so you never have to guess at it again.
• 14:50
  SPEAKER_00: So let's talk about what scaling actually means, you know, because I think that we have been sold a counterfeit version of it.
• 15:02
  SPEAKER_00: You know, scaling is not doing more yourself, it's not filling your own book to you know, capacity and calling it growth.
• 15:10
  SPEAKER_00: Scaling is building systems and people that allow impact to multiply beyond your own personal capacity.
• 15:22
  SPEAKER_00: You know, Jen and I have this analogy that we come back to constantly.
• 15:27
  SPEAKER_00: You don't want a salon that flies like a paper airplane.
• 15:33
  SPEAKER_00: You know, you want one that flies like a commercial jet.
• 15:37
  SPEAKER_00: Because think about it, a paper airplane depends entirely on one throw, you know, one motion, one person.
• 15:47
  SPEAKER_00: And eventually gravity wins, you know, but a real airplane, it has systems, pilots, navigation, redundancy, communication, a team.
• 16:00
  SPEAKER_00: And because of that, it can go further, you know, it can carry more people, it can create more impact.
• 16:07
  SPEAKER_00: And that is what scaling actually is.
• 16:13
  SPEAKER_01: So true.
• 16:14
  SPEAKER_01: I love that, Lindsay.
• 16:15
  SPEAKER_01: And because here's the thing that about systems that I think gets completely misunderstood.
• 16:20
  SPEAKER_01: You know, when I say systems, people picture like cold, like robotic, transactional, like a McDonald's or, you know, but that's not what we mean.
• 16:30
  SPEAKER_01: You know, think about the Ritz-Carlton has systems, Disney has systems, Chick-fil-A has systems.
• 16:35
  SPEAKER_01: And those are some of the warmest, most human guest experiences in the world.
• 16:40
  SPEAKER_01: You know why?
• 16:41
  SPEAKER_01: Because when the systems are solid, people stop surviving and they start connecting.
• 16:47
  SPEAKER_01: You know, they focus on hospitality, creativity, relationships, transformation.
• 16:51
  SPEAKER_01: Great systems don't remove the human element, they protect it, they clear away the chaos so the humans can actually shine.
• 17:00
  SPEAKER_01: Uh, this actually brings me to a review we just got.
• 17:04
  SPEAKER_01: I thought I would read just the little part of it because it really goes back to the system.
• 17:08
  SPEAKER_01: So I'm gonna share it with you.
• 17:10
  SPEAKER_01: Um, it's the first time.
• 17:11
  SPEAKER_01: So she says she wished she would have found this place sooner.
• 17:14
  SPEAKER_01: She had a really great experience.
• 17:15
  SPEAKER_01: She was given a tour of the salon, fill out a sheet about simple information and what she was looking for.
• 17:20
  SPEAKER_01: And then she said, My stylist, Ella, was tremendous.
• 17:23
  SPEAKER_01: She really listened to what I was aiming for as a haircut and my hair struggles.
• 17:27
  SPEAKER_01: I left with not only feeling myself and gorgeous, but also educated.
• 17:32
  SPEAKER_01: Ella taught me what face shape I have and what color tones go with my complexion.
• 17:37
  SPEAKER_01: I haven't been to a hair salon in almost 10 years, and I'm so glad I found this place.
• 17:41
  SPEAKER_01: Thank you again, Ella.
• 17:43
  SPEAKER_01: You are amazing.
• 17:45
  SPEAKER_01: Now that is a I cannot wait to see Ella and give her a beautiful high five.
• 17:49
  SPEAKER_01: But if you think about it, the systems are what gave that guest that kind of experience.
• 17:54
  SPEAKER_01: The face shape analysis, the skin tone analysis, that's something we talk about every single day.
• 17:59
  SPEAKER_01: It's actually a data that we track.
• 18:01
  SPEAKER_01: How many guests had a face shape analysis, how many guests had a color um color analysis?
• 18:06
  SPEAKER_01: Because we know that is the factor that contributes to a great guest experience.
• 18:12
  SPEAKER_01: Um, and so if you imagine, you know, Ella or someone else, if they were in a little room by themselves, even if they knew how to do face shape and skin tone analysis, there'd probably be days they didn't feel like doing it.
• 18:23
  SPEAKER_01: And guess what?
• 18:24
  SPEAKER_01: They wouldn't have the accountability to be like, let's do it anyway.
• 18:27
  SPEAKER_01: They just wouldn't do it.
• 18:28
  SPEAKER_01: And so that just goes back to like the systems are made so that humans can actually shine.
• 18:37
  SPEAKER_00: I love that, you know, and Jen, that's the perfect example of one more thing that nobody says enough.
• 18:43
  SPEAKER_00: Because when a when a salon stops functioning like a team, guests feel it.
• 18:52
  SPEAKER_00: You know, the energy shifts, things become transactional.
• 18:56
  SPEAKER_00: And guests don't come to the salon just for hair or skin or whatever services, they come to feel seen, safe, welcomed, elevated, you know, and team environments create that emotional depth.
• 19:15
  SPEAKER_00: And that depth is what creates the kind of retention, referrals, and loyalty that no marketing budget can manufacture.
• 19:25
  SPEAKER_01: That's so true, Lindsay.
• 19:27
  SPEAKER_01: It reminds me of I have a guest that we served, uh Victoria, and she's been a guest here.
• 19:31
  SPEAKER_01: Gosh, I used to do her hair so gosh, 20 years, 15 years, I don't even know how long.
• 19:35
  SPEAKER_01: And you know, once upon a time, we had seven service providers who left within four months.
• 19:40
  SPEAKER_01: And she came to me after that and she said, Jen, I just wanted to share, like, I felt the energy shift in here.
• 19:44
  SPEAKER_01: There's like something wasn't right.
• 19:46
  SPEAKER_01: And she said, as soon as, you know, X, Y, and Z stylists left and the other person followed, she's like, I could tell everything was lifted again.
• 19:53
  SPEAKER_01: So, like, I have evidence from guests that truly, that truly just shares exactly what you said.
• 20:01
  SPEAKER_01: So, you know, when you think about that, like here's the real reason that team-based scales, and it's and it's not complicated.
• 20:08
  SPEAKER_01: You know, systems can be taught, culture can be duplicated, leadership can multiply.
• 20:13
  SPEAKER_01: One person can only do so much.
• 20:15
  SPEAKER_01: But a unified team, man, that becomes exponential.
• 20:20
  SPEAKER_01: You know, that's how movements are built, that's how companies expand, that's how legacy happens, not through isolation, through multiplication.
• 20:28
  SPEAKER_00: Yeah, and truly, this is why the beauty pro movement matters so deeply to us.
• 20:32
  SPEAKER_00: You know, we believe that the industry deserves elevation.
• 20:37
  SPEAKER_00: You know, we believe beauty pros deserve mentorship, support, opportunity, and community, you know, not just a chair to rent or, you know, and really a future that depends entirely on whether they personally show up healthy every single day.
• 20:54
  SPEAKER_00: You know, we also believe salon owners deserve businesses that don't quietly collapse every time someone takes maternity leave or, you know, gets injured, burns out, or simply has a hard season of life, you know.
• 21:09
  SPEAKER_00: And that resilience only exists when there's infrastructure underneath the individual.
• 21:16
  SPEAKER_00: You know, and that's what teams create is infrastructure.
• 21:20
  SPEAKER_00: And if you want to be a part of that movement, if you want to stop being isolated and start being supported, beautypro movement.com is where we're building it together.
• 21:28
  SPEAKER_00: So if you're still with us, and I think you are, you know, here are the questions we actually want to leave you with.
• 21:36
  SPEAKER_00: You know, not to diagnose a problem, but to locate yourself inside a decision, you know, am I building a business or just employing or renting space to individuals?
• 21:52
  SPEAKER_00: Does my salon have a shared mission that lives beyond any one person?
• 21:58
  SPEAKER_00: Am I developing leaders or just managing schedules?
• 22:03
  SPEAKER_00: Are our systems strong enough so that the guest experience is consistent whether I'm there or not?
• 22:12
  SPEAKER_00: You know, if I stepped away for 30 days, would the business survive or would it quietly fall apart?
• 22:21
  SPEAKER_00: You know, take your time with those questions.
• 22:25
  SPEAKER_00: They're not meant to make you feel behind, they're meant to show you how close you already are.
• 22:33
  SPEAKER_01: Yeah, so true.
• 22:35
  SPEAKER_01: Because here's what I know about the person listening to this podcast right now is you didn't open salon to be trapped.
• 22:41
  SPEAKER_01: You didn't build a team to feel alone.
• 22:44
  SPEAKER_01: You didn't sacrifice what you sacrificed to end up more exhausted than the person who works for someone else.
• 22:51
  SPEAKER_01: Like you opened this business because you had a vision for something bigger, a place where people are developed, where guests feel transformed, where your team builds lives, not just careers.
• 23:02
  SPEAKER_01: And you already have that vision.
• 23:04
  SPEAKER_01: And that's why you're still listening.
• 23:06
  SPEAKER_01: You know, the salon owners who changed this industry will not be the ones with the most independent service providers or stylists.
• 23:13
  SPEAKER_01: You know, they'll be the ones who decided to build something that outblasted them.
• 23:17
  SPEAKER_01: You know, something that developed leaders, created legacies, changed careers.
• 23:23
  SPEAKER_01: They'll be the ones who stopped being a service provider who owned a salon and started being a salon owner who provided services.
• 23:32
  SPEAKER_01: And that's exactly who you are becoming.
• 23:34
  SPEAKER_01: You know, and if today's episode resonated, if you find yourself nodding or maybe sitting with a little discomfort in the best possible way, would you send this to one salon owner who needs to hear it today?
• 23:46
  SPEAKER_01: Not because we're asking for a metric, because there is a woman in your world right now who is talented, exhausted, and two beliefs away from a completely different business.
• 23:56
  SPEAKER_01: And this episode might be the thing that shifts it for her.
• 23:59
  SPEAKER_01: Send it to her and tell her about beautypromovement.com because she's exactly who it's built for.
• 24:08
  SPEAKER_00: Yeah, and if you are that woman, you know, if everything we talked about today landed somewhere true inside of you, uh, the next step isn't more information.
• 24:19
  SPEAKER_00: You know, it's a decision.
• 24:21
  SPEAKER_00: So go to beautypromovement.com right now because we've built something there for exactly the person who's been listening to this episode.
• 24:28
  SPEAKER_00: You know, the salon owner who is ready to stop building alone and start building something that lasts.
• 24:34
  SPEAKER_00: You know, the systems, the community, the identity shift, it's all there because chaos gets attention, but systems build empires and healthy teams, they change lives.
• 24:52
  SPEAKER_00: We'll see you inside the movement.