Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / Building Your Dream Salon Team: The Art of Hiring, Cultivating, and Retaining Top Talent

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Building Your Dream Salon Team: The Art of Hiring, Cultivating, and Retaining Top Talent · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:34
  Speaker 1: Welcome to today's episode where we are going to dive deep into the heart of the salon and spa industry, bringing you insights, strategies and stories from the front lines of beauty business success.
• 0:47
  Speaker 2: That's right.
• 0:48
  Speaker 2: We're zeroing in on staff management mastery.
• 0:52
  Speaker 2: So you're thinking well, what does that even mean?
• 0:54
  Speaker 2: We're going to look at the challenges of hiring, training and retaining top talent and think about the trifecta of tasks that can make or break a successful salon.
• 1:05
  Speaker 2: And so we, as seasoned, successful salon owners, are excited to share just what we've mastered, what we know to be, as a value to you, to see what you could explore and add to your salon and spa company.
• 1:18
  Speaker 1: Yes, and so let's dive right in.
• 1:20
  Speaker 1: Let's talk about the hiring process first.
• 1:24
  Speaker 1: And so you know, we all know the importance of finding the right fit for our salon or spa culture and you know there's some great strategies for attracting top talent, but it's really you know, once you you get in and you've attracted that top talent, how do you know that they are the right fit for your salon or spa?
• 1:47
  Speaker 1: And so you know we I love the quote culture eats Gosh.
• 1:52
  Speaker 1: It's so great I can't even think of it.
• 1:54
  Speaker 1: Culture eats anything in your business, basically for lunch.
• 1:57
  Speaker 1: And it's so true because culture is the main, most important part inside of any salon or spa business I mean really any, any business inside of the world.
• 2:07
  Speaker 1: Because if you've ever worked somewhere before where the culture was a drag, you know, I know that that's been me and and, hey, it's even been that case inside of my own salon company before, just because I didn't have the awareness or the tools to know, like, hey, who is the best fit?
• 2:25
  Speaker 1: Or I thought, hey, maybe I could continue to coach them up and they would get to the place where they, you know, could really be a high performer on the team that had high values and alignment with ours.
• 2:36
  Speaker 1: And you know, the longer you stay inside of the business, the more you start to realize like, hey, you can teach anyone to be a high producer.
• 2:43
  Speaker 1: It's those values and vision for the future that is going to be the thing that you can't truly you can try to influence.
• 2:52
  Speaker 1: Sometimes you can help bring somebody up for a short time, but when their values and vision for the future aren't in alignment with yours or your company's, you know that's when it can really start to impact your culture.
• 3:05
  Speaker 1: You know, because if you have a heartbeat inside of your salon, that's, let's say, maybe teamwork.
• 3:13
  Speaker 1: And you know, for Susie teamwork looks like.
• 3:16
  Speaker 1: You know she's looking for opportunities to help blow dry or to clean up a facial table or whatever that might look like.
• 3:22
  Speaker 1: You know that's how she views teamwork and it is a high value for her.
• 3:26
  Speaker 1: And you have somebody else you know Betty on your team who doesn't see teamwork that way.
• 3:33
  Speaker 1: Teamwork to her is.
• 3:34
  Speaker 1: You know she lives in more of a scarcity mentality and so she's not trying to help anybody else get ahead.
• 3:40
  Speaker 1: And you know she's inadvertently taking from somebody else on the team.
• 3:44
  Speaker 1: You know that's.
• 3:45
  Speaker 1: That's a really huge thing to to look for you know, when you're in that hiring process is to see truly what somebody's values are and kind of start to get an idea of what your future could look like together.
• 3:59
  Speaker 1: So this is, you know, values is going to be one of the most key, important parts to see.
• 4:05
  Speaker 1: Hey, is this going to be a good fit for our salon or spa?
• 4:10
  Speaker 2: Yeah, I love that you said that Lens and it's also looking at like that light of life.
• 4:14
  Speaker 2: I know you like yeah, I've heard you guys talk about that before Like when you truly understand this, at the end of the day it really helps you to create that green light salon.
• 4:24
  Speaker 2: And when you have that green light salon, everything just runs much more organically.
• 4:27
  Speaker 2: You don't have to feel like you're having ammunition fired at you at any time as a salon owner.
• 4:32
  Speaker 2: And so when we think about that, when we think about a red light person during the interview process, you know they are going to really struggle to look you in the eye.
• 4:40
  Speaker 2: You know they are going to find the negative in every question.
• 4:43
  Speaker 2: When you think about that yellow light possible higher, you know they will hesitate a little, sometimes they'll be unsure, but other times they will know the answer.
• 4:53
  Speaker 2: They may feel a little jittery, which is OK, and they can show signs of red and green light as well.
• 4:58
  Speaker 2: And then when you think about that green light hire that could be a potential new asset to your team, you know they'll be confident in what they're saying.
• 5:07
  Speaker 2: They have great body language, great eye contact, they are knowledgeable and happy, and so just you know, I think a lot of you have access already to our Lights of life interview questions.
• 5:17
  Speaker 2: But to really utilize that during the hiring process so that there's no judgment against where anyone is, it just gives you the freedom in knowing, hey, is this person going to be the best fit for our salon, for example?
• 5:29
  Speaker 2: One of our favorite questions in our company is what's been the best part of your day so far?
• 5:33
  Speaker 2: What's been the best part of your day so far?
• 5:37
  Speaker 2: And so if you ask someone that during an interview and they're like a red light person is going to say actually someone said this to me one time they're like well, what do you mean?
• 5:42
  Speaker 2: There's nothing been good about my day so far.
• 5:44
  Speaker 2: I was like red flag, red flag, red flag.
• 5:47
  Speaker 2: Not that I had any judgment against that person, but I just knew, with the culture that we have, that it wasn't going to be the right fit.
• 5:53
  Speaker 2: And so a yellow light person when you ask them that question, they may, they will hesitate a little, they might have to think about it, they may have to pause.
• 5:59
  Speaker 2: That's okay.
• 6:00
  Speaker 2: It just gives you that signal of where they're at in the light of life, in the lights of life.
• 6:04
  Speaker 2: And then the green light person.
• 6:05
  Speaker 2: They'll be confident in what they're saying.
• 6:07
  Speaker 2: They're like I'm just happy to be here today, or I woke up today, or I'm just grateful for Just truly utilizing and elevating the questions that you're asking during that interview process will really just help you pinpoint what kind of culture you want to create, because when you understand that, then you'll know that you want to look for those green to yellow light individuals.
• 6:29
  Speaker 1: Yes, and I love that you talked about that light of life.
• 6:32
  Speaker 1: You know resource, and if you're listening you're like but hey, jen, I don't have that yet.
• 6:36
  Speaker 1: Just choose an email, hello at the phdprogramcom, just put lights of life interview and you know the subject line and we will send that back over to you.
• 6:46
  Speaker 1: It's a really helpful tool and resource.
• 6:48
  Speaker 1: It's got some great questions on there to ask to really dive into somebody's mindset.
• 6:53
  Speaker 1: You know, because we know that we can teach any skill that somebody needs to know.
• 6:57
  Speaker 1: But mindset, you know, that's a lot of self-work that we need to be committed to in order to change our outlook on life.
• 7:05
  Speaker 1: And you know, as a as a salon and spa owner, you know, I think that is one thing.
• 7:11
  Speaker 1: Like we're always working on the whole person inside of our company.
• 7:15
  Speaker 1: But if we can't find somebody in that yellow light area doesn't mean that they're a bad person.
• 7:20
  Speaker 1: If they're in a red light, it's just the amount of work to bring them up, you know, through their emotions and through their experiences.
• 7:27
  Speaker 1: We just don't always have the time to make that investment.
• 7:31
  Speaker 1: You know, and and again doesn't make anybody right or wrong or bad or good, but it's like what is it that you're trying to create and really, what is it that your guests would love to see?
• 7:43
  Speaker 1: And so if you have decided, like hey, I'm looking to create, like that green light salon, looking for yellow and green light individuals is going to be key in your hiring process.
• 7:56
  Speaker 1: And so when you're thinking about ads that you're going to put out, like maybe you, you know you do Facebook or Instagram ads or do something on some hiring boards, whether it's something that's industry specific, local to your cosmetology school, or you know something like Indeed, when you're formulating your ad, asking some key questions in the beginning that could really signal to somebody like hey, is this going to be a good fit for me, or is this not going to be a good fit for me?
• 8:26
  Speaker 1: That they just answer in their head as they're reading your ad will really also help attract some of the right people.
• 8:32
  Speaker 1: Like do you love working together as a team?
• 8:35
  Speaker 1: The right people Like, do you love working together as a team?
• 8:41
  Speaker 1: You know a lot of people who don't want to work in a team environment would automatically say no, you know.
• 8:44
  Speaker 1: And so that's something that you want to know right off the bat.
• 8:46
  Speaker 1: Like again, you know there's a million options of where people can go, so they're trying to find the right fit for themselves too.
• 8:52
  Speaker 1: And so, if that's going to be one of your values and one of the most important things, definitely make sure that you include it in your ad so that people can start to enroll themselves or unenroll themselves, just based on what it is, because that's going to be the most important thing.
• 9:07
  Speaker 1: You know, once upon a time, you know, I thought, gosh, we just need anybody in here that's breathing and that'll be great.
• 9:13
  Speaker 1: We've got bills to pay.
• 9:14
  Speaker 1: If you've ever been there before, I know I know I have, but really that can wreak so much havoc on your business, you know.
• 9:24
  Speaker 1: So, searching, getting really clear on who it is that you're looking for, and then, you know, putting in that time to create the, the great ad and, you know, using that great resource that Jen talked about, with the lights of life interview questions, so that you can really start to see like, hey, am I going to be able to serve this person to their highest good?
• 9:42
  Speaker 1: Just because you can't doesn't mean that somebody else couldn't serve them to their highest good somewhere else and they wouldn't be a great fit somewhere else, but just getting really clear about what you want inside of your company is going to be step one of hiring, recruiting and keeping the right talent.
• 10:01
  Speaker 2: So let's look at step two of staff management mastery, which is going to be training for excellence.
• 10:07
  Speaker 2: And so you know, as a business owner, like your number one asset is to be able to create more systems in the company.
• 10:14
  Speaker 2: So if you don't have training methodologies and programs that ensure new hires not meet but exceeds salon standards, you're going to have a lot of inconsistency in your guest experience.
• 10:26
  Speaker 2: And so we hear that a lot from guests.
• 10:28
  Speaker 2: It's like if a guest comes in and they see Susan and have this great experience with Susan, they refer a friend.
• 10:33
  Speaker 2: Their friend comes in and sees Mary and Mary doesn't have that exact same experience with the guest.
• 10:39
  Speaker 2: Then that can create some confusion.
• 10:42
  Speaker 2: And so we really that's why it's so important to really, at the end of the day, make sure that we're all have the same reality, that our consultations are consistent, our branded language is consistent and, hey, we get it.
• 10:53
  Speaker 2: This takes time, this doesn't happen overnight, you know.
• 10:55
  Speaker 2: I think it like they say with Chick-fil-A it took them 15 years to say.
• 10:59
  Speaker 2: I can't remember.
• 10:59
  Speaker 2: If it's 15 years, I think.
• 11:00
  Speaker 2: So say with Chick-fil-A it took them 15 years to say.
• 11:02
  Speaker 2: I can't remember if it's 15 years, I think so, but like my pleasure, so like this is an ever evolving process, and so making sure that you truly have this plan in place it's written out, people know exactly what to expect.
• 11:11
  Speaker 2: What you're going to be teaching and coaching on really helps to set everyone up for success.
• 11:18
  Speaker 1: Yes, and you know, once you've kind of developed some of those training strategies that Jen was just mentioning, you know then really working on reinforcing them, you know, and so there's a couple of great ways to do that to the space where you have two shifts during the day and you have those connection points with your team, really working on ways that engage the team to really anchor in.
• 11:50
  Speaker 1: You know what those systems look like.
• 11:51
  Speaker 1: You know, maybe it's one day you come in and you talk about how you're going to color match that day and really getting clear on, you know, um, who's warm and cool and who's a spring, summer, autumn, winter, whatever that might look like.
• 12:07
  Speaker 1: Um, just really diving in so that if you're not training on something, it's usually a broken system.
• 12:14
  Speaker 1: And so, uh, we actually have a really cool thing coming through the pipeline, um that Jen will be announcing soon on our social media, if you follow us over there, with some great huddle challenges to do with your team, and so you'll have to stay tuned for more of that.
• 12:30
  Speaker 1: But really looking for those opportunities inside of your company to be training Maybe it's at your salon celebration, really diving in deep to get clear so that everybody has the same reality, you know, as it comes to your consultation, or as it comes to your salon tour, spa tour, whatever that might look like.
• 12:52
  Speaker 2: Yeah, and because without that it's really hard to increase guest retention as well.
• 12:58
  Speaker 2: So I think all of those marry together so well, and so you know, I think they say, well, what if I don't have time to train someone, or there's not enough time to do this, and like I would just really invite you to say like that has to be like one of the greatest gifts that you can give your team is to train them.
• 13:14
  Speaker 2: Cause I think there's a quote and we're doing so good at these quotes today, lindsay, I don't even know it but there's a quote that says yes.
• 13:20
  Speaker 2: There's a quote that said something about like what if I don't train them in the stay?
• 13:24
  Speaker 2: You know, and then you just think about that environment that you're creating If you all don't share that same reality.
• 13:30
  Speaker 2: Because it would be like going to Chick-fil-A.
• 13:32
  Speaker 2: One person would say, my pleasure.
• 13:34
  Speaker 2: Someone would say, what do you want to order?
• 13:36
  Speaker 2: Someone else would say thank you.
• 13:37
  Speaker 2: It's like there's so many inconsistencies, you don't feel like you're getting that brand experience.
• 13:42
  Speaker 2: So that's why training is just so essential for a team.
• 13:47
  Speaker 1: Yes, I love that and you know.
• 13:49
  Speaker 1: So, once you've made it through those first two steps, the next step is really working on that retention strategy, you know, and and getting crystal clear on retaining the right people.
• 14:00
  Speaker 1: You know, cause sometimes, hey, you've worked with somebody for years and you know, and getting crystal clear on retaining the right people.
• 14:02
  Speaker 1: You know, because sometimes, hey, you've worked with somebody for years and you know, maybe you haven't noticed it or maybe it's come up out of nowhere, but every once in a while somebody's values or vision for the future can get out of alignment with your company.
• 14:14
  Speaker 1: And so you know the retention strategy.
• 14:17
  Speaker 1: You want to make sure, hey, you're retaining the right people and it's okay to release some people to a new opportunity as well.
• 14:25
  Speaker 1: And that can be a scary thing for salon owners to walk through, because sometimes, I know a lot of times there's like a if there's some top talent, supposedly top talent inside of a salon, or more of a high producer, I guess I should say if there's a high producer that leaves, it can kind of, you know, create a little bit of fear and panic for just a moment.
• 14:48
  Speaker 1: But a lot of times when you do the math on those top producers.
• 14:51
  Speaker 1: You know, I know I have some people who are grandfathered into like an old commission structure and you know that's something that we do.
• 15:01
  Speaker 1: Teach and recommend for any of our new salons is to to honor your word.
• 15:05
  Speaker 1: So if once upon a time you said you were going to do that, then let's keep honoring our word, um, but then create that healthy company moving forward.
• 15:12
  Speaker 1: So sometimes some of those top producers can be grandfathered into an old uh pay structure and when you actually do the math you're like wow, I was either not making any money, breaking even, or losing money on that top talent.
• 15:26
  Speaker 1: Supposedly that was inside of the salon.
• 15:28
  Speaker 1: And so you know it doesn't make them a good or a bad person.
• 15:31
  Speaker 1: It just sometimes like when those values get out of alignment, it's time to release and move on.
• 15:37
  Speaker 1: So so those retention strategies they're going to be just as important for retaining the right people as they are for releasing people who need to experience that new opportunity as well.
• 15:49
  Speaker 2: Yeah, you know, we were just working with a salon the other day and they had two of their high producers to leave and when we did the math because they were making over 50% commission the salon company is actually going to be doing better.
• 16:04
  Speaker 2: And so, you know, I think it's easy to create a story around that or to feel hurt when someone leaves, but I really think at the end of the day like if you have the data to show that it's actually maybe even a more beautiful thing, it does help you create more of that space of freedom.
• 16:17
  Speaker 2: And you know, I like to say too is a lot of times in business, the success of your business is dependent on the people and the guests you haven't met yet, and so there's always going to be that future opportunity to be excited about.
• 16:31
  Speaker 1: It's so true, you know.
• 16:32
  Speaker 1: And also when you're thinking about some retention strategies for people who are the right fit, you know, look at you know one of the things that I think is super important is when you're in your career building phase, you know you're in the front side of the level system.
• 16:48
  Speaker 1: You know you need to put in some more evenings and weekends to grow faster.
• 16:53
  Speaker 1: So if you want to grow faster, people have more flexibility on that time.
• 16:57
  Speaker 1: So when your demand for time is low, that's how you can get some people in and grow your demand for time.
• 17:00
  Speaker 1: So that's how you can get some people in and grow your demand for time.
• 17:04
  Speaker 1: But as your demand for time grows, then being able to have some flexible scheduling.
• 17:10
  Speaker 1: You know, for us, 32 hours a week is full time, but when you get into those upper levels, it's more like 28, 29 hours is full time.
• 17:18
  Speaker 1: And you know being able to work some of those morning shifts during the week, not working evenings and weekends.
• 17:23
  Speaker 1: You know, and helping somebody really live a life by design.
• 17:28
  Speaker 1: You know, and I think that sometimes what can happen inside of our industry is, you know, people will will get to that top stage and they'll have the these, this amazing schedule, you know, and hours and pay, and they might think, hey, the grass would be greener out on the other side.
• 17:45
  Speaker 1: Not that it is or isn't, that's not what we're here to discuss but truly, a lot of times when people leave a company that has that structure, then they start to get the wonkiest schedule on earth because, you know, some fear is created in that and so they just start taking clients whenever, and so I really think that that is one of the biggest advantages that you know, the salon and spa companies that we work with have is that people create stability.
• 18:12
  Speaker 1: They're creating a really great income.
• 18:15
  Speaker 1: It's a win-win-win situation for the guests, the team and the company.
• 18:23
  Speaker 1: You know, based on numbers, and you know where people are at inside of their ownership journey of some different benefits that they can offer.
• 18:32
  Speaker 1: You know top any talent on your team, you know, and so.
• 18:37
  Speaker 1: So really recognizing and rewarding those achievements and, you know, offering some career development and just really creating that supportive team environment I think are some of the key things to really retaining the right people in the right seats.
• 18:54
  Speaker 2: Yeah, and so one less vertical to that would also to be building a, you know, a leadership team as well.
• 19:00
  Speaker 2: I do think it's always great to you know they say one person, one leader to every seven people.
• 19:06
  Speaker 2: I think that really just depends on your company.
• 19:08
  Speaker 2: But to really start grooming other leaders, because at the day, if you want to fully carry out your mission, you're going to have to have other leaders on board to be able to do that.
• 19:19
  Speaker 2: Are you spending time?
• 19:21
  Speaker 2: Are you teaching them some personal development, some communication?
• 19:25
  Speaker 2: Are you sharing goals?
• 19:26
  Speaker 2: And I think it's okay to share goals with your entire team If they understand that the game that you're playing, they know how to show up to play that game, and so I know some people like to come from the space of well, I don't want everyone to know exactly the numbers because it might frighten them or they might think it's so much money, and so I just, if you really have that beautiful culture and everybody understands what your mission is, what you're there to do.
• 19:57
  Speaker 1: sharing those goals can really elevate the company.
• 19:58
  Speaker 1: So, true, jen, possible.
• 20:00
  Speaker 1: You know which is going to be the key role of the leader in sort of the salon or spa company is to really work on that vision casting for the future.
• 20:09
  Speaker 1: And you know, make sure that you've got the right people and the right seats on the bus so that you can get where you want to go next.
• 20:16
  Speaker 1: And you know that's how you create a ripple inside of our industry, that's how you create a really big impact inside of your salon, your community and, honestly, just the world at large.
• 20:29
  Speaker 1: And so when you are helping build that motivated team and build future leaders that share that vision, that know what your goals are, that's really truly where magic happens.
• 20:42
  Speaker 1: And we want to work with more salon owners who want to create that vision for the future.
• 20:48
  Speaker 1: So if that's, you feel free to reach out to us.
• 20:51
  Speaker 1: Or if you know somebody who this podcast could help, we'd love for you to share it as well.
• 20:58
  Speaker 2: So we just encourage you to thanks for tuning in today.
• 21:00
  Speaker 2: Try to implement one new strategy from the episode in your salon, and we love your feedback.
• 21:05
  Speaker 2: If you love this episode and want to share it with someone else, that's great too, and we look forward to catching you next week.