Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / How to Build a Salon People Don't Want to Leave

Transcript

How to Build a Salon People Don't Want to Leave · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:33
  SPEAKER_00: I want to tell you about a conversation I had with a salon owner.
• 0:36
  SPEAKER_00: Let's call her Michelle.
• 0:38
  SPEAKER_00: Stay with me on this because by the end of this episode, you're gonna understand the one question that completely reframed her business and it might reframe yours too.
• 0:48
  SPEAKER_00: So Michelle pulled me aside after one of our events and she was almost in tears.
• 0:53
  SPEAKER_00: And she said, Lindsay, I just lost my third stylus this year.
• 0:58
  SPEAKER_00: I'm exhausted.
• 0:59
  SPEAKER_00: What am I doing wrong?
• 1:02
  SPEAKER_00: And I asked her one question, just one.
• 1:05
  SPEAKER_00: I said, Michelle, if you sat down with each of your service providers this week and asked them, what's one thing you want to get better at in the next 30 days?
• 1:17
  SPEAKER_00: What would they say?
• 1:18
  SPEAKER_00: And she kind of went quiet again, and you know, the kind of quiet that tells you everything.
• 1:24
  SPEAKER_00: And she said something that stopped me.
• 1:27
  SPEAKER_00: She said, I don't even know if any of them could answer that.
• 1:31
  SPEAKER_00: I don't think they've been asked a question like that in a long time.
• 1:35
  SPEAKER_00: And in that silence and and in that answer, I knew exactly what the problem was.
• 1:42
  SPEAKER_00: It wasn't her compensation package, it wasn't her culture, it wasn't even, you know, the service providers who left.
• 1:50
  SPEAKER_00: It was that her team couldn't see a future.
• 1:54
  SPEAKER_00: And here's the principle I want you to hold on to before we go any further.
• 1:59
  SPEAKER_00: When people can't see a future, they go looking for one somewhere else.
• 2:07
  SPEAKER_00: You know, and what's interesting is that Michelle is not an outlier.
• 2:11
  SPEAKER_00: You know, she's the rule.
• 2:14
  SPEAKER_00: You know, she's talented, hardworking, you know, when you think about all the talented, hardworking salon owners, you know, the ones that are genuinely invested in their teams running their business on what they don't even realize is a lie that was never examined.
• 2:31
  SPEAKER_00: And the lie is this if you pay people fairly and treat them well, they'll stay.
• 2:38
  SPEAKER_00: You know, and that's true to a point, but it's incomplete.
• 2:42
  SPEAKER_00: And the cost of believing that lie is that is the thing that we're gonna expose today, you know.
• 2:48
  SPEAKER_00: So we're gonna name the lie, we're gonna show you what it costs you, and we're gonna give you the new opportunity that the most successful team-based salon owners have already discovered.
• 2:59
  SPEAKER_00: You know, so pay very close attention to the next 20 minutes because what we share with you today is the foundation of everything we teach inside of salon business school.
• 3:09
  SPEAKER_01: Yeah, it really is, because this is the conversation that's underneath so many of the conversations that we have with salon owners.
• 3:17
  SPEAKER_01: You know, they'll come to us asking about hiring or compensation or culture.
• 3:23
  SPEAKER_01: And when we dig in, it's almost, it almost always, like always, traces back to the same root question.
• 3:31
  SPEAKER_01: How do I build something people actually want to be part of long term?
• 3:37
  SPEAKER_01: And that question, it deserves its own episode.
• 3:40
  SPEAKER_01: So here we are.
• 3:41
  SPEAKER_00: Yes, here we are, you know.
• 3:43
  SPEAKER_00: I want to set something up before we dive in because the way most owners are framing this problem is actually part of the problem.
• 3:51
  SPEAKER_00: You know, the question we hear consistently is how do I keep my team from leaving?
• 3:57
  SPEAKER_00: And, you know, we want to challenge that framing today because if your strategy is convincing people to stay, you've already lost.
• 4:06
  SPEAKER_00: You are in reaction mode.
• 4:09
  SPEAKER_00: You're managing exits instead of building something.
• 4:13
  SPEAKER_00: You know, so the question we're going to answer today is different.
• 4:17
  SPEAKER_00: This is the new opportunity.
• 4:19
  SPEAKER_00: You know, how do you build a salon so meaningful, so growth-oriented, so professionally fulfilling that talented people don't want to leave in the first place?
• 4:29
  SPEAKER_00: That's a completely different energy.
• 4:31
  SPEAKER_00: And by the end of this conversation, I want you to be able to picture in vivid detail what that salon looks like, what it feels like to walk into, and the kind of leader it requires you to become.
• 4:48
  SPEAKER_00: So let's get into it.
• 4:49
  SPEAKER_00: You know, here's where I want to start.
• 4:51
  SPEAKER_00: And I want to come back to Michelle's story for a second because it's the perfect example of what almost every owner is doing wrong.
• 5:00
  SPEAKER_00: You know, most owners, when they lose someone, they immediately go to compensation.
• 5:05
  SPEAKER_00: Did I not pay her enough?
• 5:06
  SPEAKER_00: Should I have offered more?
• 5:08
  SPEAKER_00: And hey, sometimes yes, compensation is a factor.
• 5:11
  SPEAKER_00: We're not going to pretend money doesn't matter because it does.
• 5:14
  SPEAKER_00: You know, your team deserves to be paid well.
• 5:17
  SPEAKER_00: That's a full stop.
• 5:19
  SPEAKER_00: But here's what the data shows and what we've seen over and over again in our education work.
• 5:26
  SPEAKER_00: You know, most people don't leave for money.
• 5:29
  SPEAKER_00: They leave because they can't see what's next.
• 5:33
  SPEAKER_00: There's no roadmap, you know, there's no development happening, there's no leadership track, no growth milestone, you know, no one who's really invested in who they're becoming.
• 5:43
  SPEAKER_00: And when the person can't answer the question, who am I becoming here?
• 5:49
  SPEAKER_00: They start looking for a place where the answer is clearer.
• 5:53
  SPEAKER_00: Because you know what Michelle said when she finally broke the silence?
• 5:56
  SPEAKER_00: She looked at me and said, Oh, I never even thought to ask them that question.
• 6:02
  SPEAKER_00: And that was her epiphany.
• 6:05
  SPEAKER_00: The moment she realized the problem isn't her service providers, the problem was the future she had never articulated for them.
• 6:14
  SPEAKER_00: And once they once she saw that, and they saw that, you know, she couldn't unsee it.
• 6:20
  SPEAKER_00: So imagine that moment for yourself.
• 6:24
  SPEAKER_00: You know, imagine one of your best team members sitting across from you, and you finally ask her the question, what do you see for yourself here long term?
• 6:35
  SPEAKER_00: You know, she has no answer.
• 6:38
  SPEAKER_00: Or worse, she has an answer and it doesn't include your salon.
• 6:43
  SPEAKER_00: That's not a moment to fear.
• 6:45
  SPEAKER_00: That's a moment that will save your business if you're willing to see it.
• 6:49
  SPEAKER_00: So pay very close attention to what I'm about to say because this is the foundation of everything else we're going to talk about today.
• 6:57
  SPEAKER_00: Now, before you go running to ask your team the five-year version of that question, I want to say something important.
• 7:03
  SPEAKER_00: Most of the people on your team right now are not in a place where they can answer where do you see yourself in five years?
• 7:11
  SPEAKER_00: They are in survival mode.
• 7:13
  SPEAKER_00: You know, they're trying to make it through the next appointment, through the next rent payment, through the next week.
• 7:19
  SPEAKER_00: So asking them to project five years out is like asking someone in the middle of a life storm to plan a vacation.
• 7:31
  SPEAKER_00: You know, so the question that you actually ask isn't a five-year question, it's a 30-day question, a 90-day question, you know, of what's one thing you want to get better at?
• 7:44
  SPEAKER_00: Question.
• 7:45
  SPEAKER_00: And here's the magic.
• 7:47
  SPEAKER_00: When you start meeting them where they are and giving them a future that's small enough to hold, the bigger future starts to grow on its own.
• 7:57
  SPEAKER_00: You know, the 30-day answer becomes a six-month answer.
• 8:01
  SPEAKER_00: The six-month answer becomes a two-year answer.
• 8:05
  SPEAKER_00: But it starts with a question that fits inside of the life that they're actually living right now.
• 8:13
  SPEAKER_00: You know, that's what Michelle didn't realize.
• 8:15
  SPEAKER_00: She was waiting for her team to come to her with a future.
• 8:18
  SPEAKER_00: They weren't coming because they couldn't, you know, the future is something you offer them in small, immediate, survivable pieces.
• 8:29
  SPEAKER_00: And once they trust that you can hold the small pieces, they'll start handing you the big ones, you know, because humans are wired for progress.
• 8:39
  SPEAKER_00: We need to feel like we're moving forward.
• 8:41
  SPEAKER_00: And when that feeling disappears, when we feel stagnant or invisible, almost like we've hit a ceiling, something in us starts looking for a way out.
• 8:53
  SPEAKER_00: Not because we're disloyal, because we're human.
• 8:57
  SPEAKER_01: So good.
• 8:58
  SPEAKER_01: And you know, Lindsay, what makes this so painful is that most of the owners that we work with are genuinely good leaders.
• 9:05
  SPEAKER_01: Like they care about their teams, they are invested in the business, but there's a gap between caring and communicating a future.
• 9:13
  SPEAKER_01: And that gap is where turnover lives.
• 9:16
  SPEAKER_01: You know, I think about a conversation I recently had with the owner who was devastated because her lead service provider had left to go work for a competitor.
• 9:25
  SPEAKER_01: And when I asked her what the lead service provider's career path had looked like at her salon, you know, she took a pause, she took a breath, and she said, I mean, she was my best, she said best stylist.
• 9:39
  SPEAKER_01: And she said, I thought she knew how much I valued her.
• 9:43
  SPEAKER_01: All that right there is the gap.
• 9:46
  SPEAKER_01: Valuing someone privately is not the same as showing them a future publicly.
• 9:52
  SPEAKER_01: You know, people cannot read your mind.
• 9:54
  SPEAKER_01: They cannot see the appreciation you feel for them unless it's translated into something tangible, a conversation about their growth, a role that's expanding, a next step that's visible.
• 10:07
  SPEAKER_01: And if those things aren't present, the most talented people on your team, the ones with options, will eventually go somewhere else.
• 10:17
  SPEAKER_00: Yeah, I want to paint a picture for you because this lands differently when you can see it.
• 10:21
  SPEAKER_00: And I want you to put yourself inside this story for a second because the future of your salon depends on what happens in moments exactly like this one.
• 10:31
  SPEAKER_00: So imagine you're a newly licensed stylist, fresh out of cosmetology school, you're talented, you're hungry, you know, and you're interviewing at two different salons in your city.
• 10:40
  SPEAKER_00: So pay close attention to what each one offers you, not in their words, but when what they reveal about who you can become.
• 10:47
  SPEAKER_00: You walk into salon A, the owner is nice enough, you know, she shows you around the salon, tells you the booth rental rate.
• 10:56
  SPEAKER_00: She mentions that the Wi-Fi is good and parking is easy.
• 10:58
  SPEAKER_00: She hands you a contract and says, Cheers open Monday through Saturday.
• 11:01
  SPEAKER_00: Good luck.
• 11:02
  SPEAKER_00: You know, and then you walk into salon B and the owner sits down with you, actually sits down, makes eye contact, has clearly thought about this conversation.
• 11:11
  SPEAKER_00: She walks you through a structured residency program for new beauty pros.
• 11:16
  SPEAKER_00: She, you know, tells you about the advanced education track, their retail certification progress process, um, the leadership pathway for stylists, you know, or any beauty pro who wants to grow into mentorship roles.
• 11:31
  SPEAKER_00: You know, she tells you about beauty pros who started exactly where you are now and have become some of the most respected professionals in the market.
• 11:41
  SPEAKER_00: And then she looks you in the eye and says, Here, you don't just build a clientele, you truly build a career.
• 11:48
  SPEAKER_00: You know, which salon are you choosing?
• 11:51
  SPEAKER_00: You know, I think there's no contest.
• 11:53
  SPEAKER_00: Every time you're choosing salon B, and here's the part that should really land for the owners listening.
• 11:58
  SPEAKER_00: Both of those salons might be offering identical pay, you know, and let's just pretend like that's the case.
• 12:05
  SPEAKER_00: And so salon B isn't winning on compensation, she's winning on vision.
• 12:10
  SPEAKER_00: You know, she's winning because she understands that people don't commit to jobs, they commit to futures, they commit to a version of themselves that they can see becoming real inside of your four walls.
• 12:23
  SPEAKER_00: And that, this is what we mean when we say the new opportunity.
• 12:28
  SPEAKER_00: Because for decades, the salon industry has sold jobs, you know, booth rental, commission splits, build your book, you know, and then we've wondered why talented people leave the moment something shinier appears.
• 12:41
  SPEAKER_00: You know, the new opportunity, the the one the most successful team-based salon owners are building right now is a salon that sells something jobs never can.
• 12:51
  SPEAKER_00: You know, it sells who you could become.
• 12:54
  SPEAKER_00: And the irony is that so many owners desperately want long-term commitment from their teams while only offering short-term employment in return.
• 13:04
  SPEAKER_00: And you can't get long-term commitment with a short-term offer.
• 13:08
  SPEAKER_00: The math doesn't work.
• 13:11
  SPEAKER_01: You know, Lindsay, this reminds me, we were just at a career fair and I happened to join the team that day.
• 13:16
  SPEAKER_01: Um, and there was a young gentleman that came to our table and we had a great conversation.
• 13:21
  SPEAKER_01: Um, you know, he got a, he took the quiz, are you a beauty pro?
• 13:25
  SPEAKER_01: You know, got his little hat.
• 13:26
  SPEAKER_01: He was, he was excited.
• 13:28
  SPEAKER_01: Um, and you know, he said he lives probably about an hour and a half, two hours away from us.
• 13:33
  SPEAKER_01: I even mentioned, you know, some salons in that area that I um had known.
• 13:38
  SPEAKER_01: And um, turns out he actually is the son of a salon on our no that lives about two hours away.
• 13:43
  SPEAKER_01: And we ran into her um, how was it about a week ago, two weeks ago, time gets away from me, two weeks ago.
• 13:49
  SPEAKER_01: And she said, Jen, oh my gosh, I have to tell you, you didn't even know that was my son.
• 13:54
  SPEAKER_01: And I was like, Oh wow, okay, yeah, that's so great.
• 13:57
  SPEAKER_01: And um I said he was really nice.
• 13:58
  SPEAKER_01: And she said, I just want to tell you what stood out to him.
• 14:01
  SPEAKER_01: And so this is a great example between salon A and salon B.
• 14:05
  SPEAKER_01: He said, I, you know, I asked him, hey, what stood out to you at the career fair?
• 14:10
  SPEAKER_01: And my son said, you know, that J the Jin, and I got the opportunity to meet him, and I knew that like they were confident and they knew exactly what they offered and exactly what they were building.
• 14:23
  SPEAKER_01: And he said, everyone else that I went to, you know, it was like, okay.
• 14:27
  SPEAKER_01: He said, but they were strategic and confident in what they were committing to and what they were creating.
• 14:33
  SPEAKER_01: He said, that really stood out to me.
• 14:34
  SPEAKER_01: So she shared that.
• 14:35
  SPEAKER_01: So I think that's just a great example of like when you really take the time to sit down.
• 14:39
  SPEAKER_01: Because I did, I listened to him, I gave him a suggestion of another salon.
• 14:43
  SPEAKER_01: What salon owner would do that, right?
• 14:45
  SPEAKER_01: Um, good thing I did because his mom owns the salon.
• 14:47
  SPEAKER_01: I didn't even know that, right?
• 14:50
  SPEAKER_01: Yeah, but I just think that is a great example between salon A and salon B.
• 14:55
  SPEAKER_01: Because what Lindsay just described is something we talk about a lot inside salon business school, you know, the idea of building a place that people want to grow into, not just show up at.
• 15:04
  SPEAKER_01: And it requires a shift in how you see yourself as an owner.
• 15:08
  SPEAKER_01: You know, most salon owners came up as stylists or service providers.
• 15:13
  SPEAKER_01: You know, their identity is rooted in being great at the craft.
• 15:17
  SPEAKER_01: And that's beautiful.
• 15:18
  SPEAKER_01: That passion is what makes this industry so special.
• 15:22
  SPEAKER_01: But when you move into ownership, the job actually changes.
• 15:25
  SPEAKER_01: You know, your job is no longer to be the best stylist or service provider in the room.
• 15:30
  SPEAKER_01: Your job is to build the room that brings out the best in every stylist or service provider in it.
• 15:39
  SPEAKER_01: So let's talk about something that doesn't sound sexy but is absolutely foundational.
• 15:44
  SPEAKER_01: Um, and it's S-Y-S-T-E-M S, systems.
• 15:47
  SPEAKER_01: Yeah.
• 15:48
  SPEAKER_01: I know some of you just tinsed up because systems can feel like bureaucracy, like the opposite of the warm culture you're trying to build.
• 15:56
  SPEAKER_01: But before you decide how you feel, ask yourself this Does your best service provider, the one you're devastated to lose, actually know what great, what great looks like in your salon, nodding her head, in concrete, specific terms, has anyone ever show her shown her?
• 16:17
  SPEAKER_01: You know, for most owners, the answer is no.
• 16:21
  SPEAKER_01: And what's actually missing isn't discipline, it's clarity.
• 16:25
  SPEAKER_01: And clarity, you guys, is a form of love.
• 16:28
  SPEAKER_01: And here's what I see when I walk into a salon struggling with retention, not a bad owner.
• 16:33
  SPEAKER_01: What I see is chaos, you know, expectations that live only in the owner's head, you know, coaching that happens reactively, standards that vary by who's working.
• 16:43
  SPEAKER_01: You know, here's what most people don't talk about is chaos isn't just exhausting, it's demoralizing.
• 16:51
  SPEAKER_01: You know, your team is burning mental energy every day, just trying to decode the environment, reading the room, guessing what will make you happy today, instead of pouring that energy into their guests, their craft, their growth.
• 17:04
  SPEAKER_01: You know, systems solve this, clear consultation frameworks, the sales process, you know, structured check-ins, transparent metrics.
• 17:12
  SPEAKER_01: When those are in place, the team relaxes into the work, you know, and they stop managing uncertainty and they start delivering excellence.
• 17:20
  SPEAKER_00: Yeah, and here's what I want to add your best people don't just tolerate systems, they love them.
• 17:27
  SPEAKER_00: You know, true high performers thrive in structured environments because structure gives them a clear target, a way to measure their own progress and the freedom to focus on creativity and connection.
• 17:41
  SPEAKER_00: You know, think about Disney.
• 17:43
  SPEAKER_00: Right now, there are 16 and 17-year-olds running multi-million dollar roller coasters.
• 17:50
  SPEAKER_00: Strangers' lives are in their hands.
• 17:53
  SPEAKER_00: You know, there's cycling a new ride every four minutes.
• 17:57
  SPEAKER_00: And it works not because Disney hires extraordinary humans, but because the system underneath them is extraordinary.
• 18:05
  SPEAKER_00: And when the system creates consistency, the human is free to grow into bigger roles.
• 18:13
  SPEAKER_00: You know, the system didn't make them small, it made them promotable.
• 18:17
  SPEAKER_00: Like Ritz Carlton, they have over 900 codified service standards.
• 18:24
  SPEAKER_00: You know, a brand new hire can deliver the same caliber of experience as a 20-year veteran because the system is the same.
• 18:34
  SPEAKER_00: You know, and your salon can work the same way.
• 18:37
  SPEAKER_00: A first-year beauty pro in your system can deliver what a 10-year veteran can.
• 18:42
  SPEAKER_00: And that consistency gives your team the safety to start imagining a future instead of just surviving the week.
• 18:50
  SPEAKER_01: You know, I'll share what happened on my own team.
• 18:53
  SPEAKER_01: I've been um, I thought about someone once said um when I started introducing system or introducing systems, like this sounds like so corporate, right?
• 19:02
  SPEAKER_01: And I was like, oh my God, am I being that corporate owner?
• 19:05
  SPEAKER_01: Um, and in that moment, you know, I it left my team without the one thing they actually needed, which was a clear picture of what they were growing into.
• 19:12
  SPEAKER_01: You know, I've been protecting their comfort at the cost of their growth.
• 19:16
  SPEAKER_01: And those are not the same thing, you know.
• 19:18
  SPEAKER_01: So I built the plan, we structured training tracks, we defined service standards, we, you know, check-in rhythms, visible growth path.
• 19:26
  SPEAKER_01: And what I didn't expect, the team didn't resent it.
• 19:29
  SPEAKER_01: They actually relaxed into it.
• 19:31
  SPEAKER_01: You know, the people who most want to grow are the people who most need a clear path to grow on.
• 19:37
  SPEAKER_01: Structure doesn't constrain them, it sets them free.
• 19:41
  SPEAKER_01: And the transformation wasn't just in the business, it was in me.
• 19:44
  SPEAKER_01: You know, I stopped being a service provider with the salon and became an owner with the vision.
• 19:49
  SPEAKER_01: And I need to address something directly because I think it comes up almost every conversation we have with salon owners.
• 19:55
  SPEAKER_01: And it's this like they'll say, I don't want to invest too much in training my team.
• 20:00
  SPEAKER_01: What if I develop them and they leave?
• 20:02
  SPEAKER_01: You know, that fear is making you underinvest in the people right in front of you today.
• 20:07
  SPEAKER_01: And the result, almost without exception, is that a team that feels undervalued, underdeveloped, and under inspired, and which means they leave anyway, right?
• 20:18
  SPEAKER_01: And so only now they leave without loyalty, without gratitude, and without the skills that would have made them assets to your business.
• 20:27
  SPEAKER_01: Like you've paid the cost of turnover without ever getting the benefit of investment.
• 20:32
  SPEAKER_01: So if you think about it, like here's the real math the risk isn't training people to who leave, the risk is not training people and having them stay.
• 20:40
  SPEAKER_01: Can I get an amen?
• 20:41
  SPEAKER_01: You know, because a team, people who feel like they've hit a ceiling is a retention crisis in slow motion.
• 20:48
  SPEAKER_01: You know, education isn't the expense, turnover is.
• 20:53
  SPEAKER_00: You know, and there's a long game here.
• 20:55
  SPEAKER_00: You know, when your salon is known as a place where people actually develop into great professionals where they get real mentorship, real education, real career growth.
• 21:06
  SPEAKER_00: You stop having to re stop having a recruiting problem, really, you know, because the right people start coming to you.
• 21:13
  unknown: Yeah.
• 21:13
  SPEAKER_01: And the one thing, you know, most honors carry in silence is not every person is meant to stay at your salon forever.
• 21:19
  SPEAKER_01: I want you to hear that.
• 21:20
  SPEAKER_01: And that's not failure, that's the system working.
• 21:23
  SPEAKER_01: You know, a salon built on clear standards and and growth paths does two things at once.
• 21:28
  SPEAKER_01: You know, it attracts the right people and it reveals the wrong fit.
• 21:31
  SPEAKER_01: The right people lean in, the wrong people self-select out.
• 21:36
  SPEAKER_01: Your goal isn't to keep everyone who walks through your door.
• 21:39
  SPEAKER_01: You know, it's to build a salon so clear about who it's for that the right people stay forever and the wrong people find where they're meant to be with love and grace.
• 21:47
  SPEAKER_01: And when you stop clinging to the wrong fits, the right ones stop being afraid to lean all the way in.
• 21:53
  SPEAKER_01: The exits you allow actually strengthen the loyalty that you keep.
• 21:59
  SPEAKER_00: That's so good.
• 22:00
  SPEAKER_00: You know, when you think about it, the single highest leverage thing you can do this week to retain your best people will take less than 30 seconds and it will cost you nothing.
• 22:11
  SPEAKER_00: And, you know, I'm not talking about an employee of the month plaque or anything like that.
• 22:15
  SPEAKER_00: I'm talking about the kind of recognition that changes how a person sees themselves.
• 22:20
  SPEAKER_00: You know, the difference is this a generic recognition would be great job today, you killed it.
• 22:26
  SPEAKER_00: You know, it feels nice, but it's not attached to anything real.
• 22:29
  SPEAKER_00: So it fades fast.
• 22:31
  SPEAKER_00: But a specific Specific recognition is I watched how you handled that consultation today.
• 22:36
  SPEAKER_00: You know, you stayed completely calm when the guest was unclear.
• 22:40
  SPEAKER_00: You asked great questions before making a single recommendation.
• 22:44
  SPEAKER_00: Uh, you know, you made a great diagnosis, and they left feeling heard and excited.
• 22:50
  SPEAKER_00: And that's the kind of professionalism that makes guests come back.
• 22:54
  SPEAKER_00: And that's who you are.
• 22:56
  SPEAKER_00: You know, do you feel the difference?
• 22:58
  SPEAKER_00: Like in the second version, uh, we're not just complimenting her on a task.
• 23:03
  SPEAKER_00: You know, I reflected her identity back to her.
• 23:07
  SPEAKER_00: And people protect the identities that they've been shown.
• 23:11
  SPEAKER_00: So when someone sees herself as a calm, skilled, guest-centered professional, she shows up that way.
• 23:18
  SPEAKER_00: You know, she decides that way, she talks about her work that way.
• 23:22
  SPEAKER_01: Yeah, because your job isn't just to manage performance, it's to mirror potential, right?
• 23:27
  SPEAKER_01: To see in someone what they can't see in themselves yet and reflect it back so clearly that it becomes part of how they identify.
• 23:35
  SPEAKER_01: And the beautiful thing is this cost nothing, zero.
• 23:39
  SPEAKER_01: It just requires you to pay attention.
• 23:42
  SPEAKER_00: Yeah, and I think, you know, back to early in my ownership, I believed high standards could push people away.
• 23:48
  SPEAKER_00: So, you know, I softened or let things drift or avoided hard conversations.
• 23:54
  SPEAKER_00: And I actually found the exact opposite of what I expected because the people who wanted to grow got frustrated.
• 24:01
  SPEAKER_00: There's no clear bar to rise to, and the people who weren't committed got comfortable.
• 24:07
  SPEAKER_00: There was no accountability.
• 24:09
  SPEAKER_00: The culture drifted in a direction I didn't choose.
• 24:13
  SPEAKER_00: And here's what I learned: standards don't push the right people away.
• 24:17
  SPEAKER_00: They call the right people forward.
• 24:20
  SPEAKER_00: They signal that this is a place that takes excellence seriously.
• 24:24
  SPEAKER_00: You know, think about elite athletes.
• 24:26
  SPEAKER_00: They don't seek coaches who let them coast.
• 24:29
  SPEAKER_00: Doesn't mean you're gonna slam the hammer on people, but they seek coaches who push them because they can see what they're capable of.
• 24:36
  SPEAKER_00: You know, and your best service providers or beauty pros are the same way.
• 24:40
  SPEAKER_01: Yeah, so practically, if you think about this, this means your culture shouldn't revolve around personalities or moods.
• 24:46
  SPEAKER_01: It should revolve around shared commitments everyone has agreed to and holds each other to.
• 24:51
  SPEAKER_01: You know, we show up prepared, we care deeply about our guests, we help one another, we own our mistakes, we celebrate wins together.
• 24:57
  SPEAKER_01: And when those are clear and consistent, the team self-selects.
• 25:01
  SPEAKER_01: You know, the people who share those values, they lean in harder and they hold each other accountable.
• 25:06
  SPEAKER_01: And the people who don't find their way out, painful in the short term, right for everyone in the long term.
• 25:12
  SPEAKER_01: Because culture is not what you say your salon is about.
• 25:15
  SPEAKER_01: Culture is what gets repeated.
• 25:18
  SPEAKER_01: And everything that we talked about today, the career path, the systems, the recognition, the standards, all of it flows from one source.
• 25:25
  SPEAKER_01: And that's you, the owner.
• 25:27
  SPEAKER_01: You know, your team is watching you every single day, not just on the things you say, but the way you handle a hard conversation, the way you respond when something goes wrong, you know, the way you show up on a Tuesday when you're tired and it would be easy to coast.
• 25:39
  SPEAKER_01: If you're reactive and visibly overwhelmed, you know, your team learns that instability is the norm.
• 25:45
  SPEAKER_01: But if you're calm under pressure, honest about mistakes without spiraling, you're visibly growing, your team learns that leadership is something you practice.
• 25:54
  SPEAKER_01: People don't just join companies, they join examples.
• 25:59
  SPEAKER_00: Yeah, you know, and the leaders that I've admired the most didn't have it all figured out, but they were consistent.
• 26:04
  SPEAKER_00: You know, they showed up with intention, they held themselves to the same standards they held their teams to.
• 26:09
  SPEAKER_00: You know, there was something magnetic about that.
• 26:13
  SPEAKER_00: You wanted to rise to meet it.
• 26:15
  SPEAKER_00: And that's why that's what we're inviting every owner to step into.
• 26:20
  SPEAKER_00: Not perfection, intentionality, the decision to lead on purpose every day.
• 26:26
  SPEAKER_00: And, you know, there's one more thing.
• 26:28
  SPEAKER_00: The most powerful retention factor that won't show up in any spreadsheet, which is emotional equity.
• 26:35
  SPEAKER_00: You know, think about someone in your life, a teacher, a coach, a mentor who genuinely changed the trajectory of who you are.
• 26:42
  SPEAKER_00: You know, do you remember every lesson?
• 26:45
  SPEAKER_00: Probably not.
• 26:46
  SPEAKER_00: But do you remember how they made you feel viscerally?
• 26:50
  SPEAKER_00: Like you might feel it right now inside of you.
• 26:54
  SPEAKER_00: And that's emotional equity.
• 26:56
  SPEAKER_00: It's not built in grand gestures, it's built in tiny, consistent moments.
• 27:02
  SPEAKER_00: You know, remembering someone's birthday, asking about their mom who's been sick, noticing when someone is struggling and saying, Hey, I see you.
• 27:09
  SPEAKER_00: Are you okay?
• 27:10
  SPEAKER_00: You know, celebrating milestones with the energy that you'd want someone to bring to yours.
• 27:15
  SPEAKER_00: You know, my first salon job, the owner knew my mom's name.
• 27:19
  SPEAKER_00: She saw who I was becoming before I did.
• 27:22
  SPEAKER_00: She celebrated my first big service milestone, like it mattered, because to her it did.
• 27:28
  SPEAKER_00: And I would have done anything for her, for Cheryl, you know, not because the pay was the highest or the salon was the fanciest.
• 27:35
  SPEAKER_00: It was because I felt seen.
• 27:38
  SPEAKER_01: You know, what you just said, Lindsay, right there, like that's the difference between employment and belonging.
• 27:43
  SPEAKER_01: And it's valuable, it's available and valuable to every owner, regardless of your budget.
• 27:49
  SPEAKER_01: It just requires you to decide that your people are worth that level of attention.
• 27:53
  SPEAKER_01: You know, build that emotional equity and you build something competitors simply cannot replicate because they can match your prices and they can copy your service menu, but they cannot manufacture years of trust and human connection.
• 28:06
  SPEAKER_00: Yeah, because, you know, remember Michelle, the owner who lost her third stylist and she didn't know what she was doing wrong.
• 28:13
  SPEAKER_00: Here's what happened.
• 28:15
  SPEAKER_00: She went back and did the one thing I challenged her to do.
• 28:19
  SPEAKER_00: She sat down with every service provider one at a time and asked, you know, what's the one thing you want to get better at in the next 30 days?
• 28:26
  SPEAKER_00: And the answer surprised her.
• 28:28
  SPEAKER_00: You know, it was small, immediate, and deeply human, you know, and some of them were like more confidence with brunette balayage, handling a different, difficult consultation without freezing, you know, understanding retail well enough to recommend without feeling pushy.
• 28:46
  SPEAKER_00: Those were futures, tiny ones, but futures.
• 28:50
  SPEAKER_00: And within a year, her salon looked totally different.
• 28:54
  SPEAKER_00: Not because she paid more or tried harder, but because she built a system that met her team where they were and gave them a path forward.
• 29:02
  SPEAKER_00: You know, the exits slowed, the wrong fits self-selected out, and the right fits leaned in.
• 29:08
  SPEAKER_00: And the salon started to feel like the place she had always wanted it to be.
• 29:13
  SPEAKER_00: You know, and the salons with the strongest retention, they're not using tricks.
• 29:17
  SPEAKER_00: They've built environments where talented people become better versions of themselves, where growth is the expectation, not the exception, where belonging is real and earned together.
• 29:31
  SPEAKER_00: And if your strategy right now is primarily trying to stop people from leaving lovingly, I want to challenge you to shift that.
• 29:40
  SPEAKER_00: Because when you're chasing exits, you're always reactive, always one departure away from crisis.
• 29:47
  SPEAKER_00: But when you build something people genuinely want to be a part of, loyalty stops being a goal and becomes a byproduct.
• 29:56
  SPEAKER_00: It's just what happens when people are growing and thriving and building something they're proud of alongside people they trust.
• 30:04
  SPEAKER_01: Yeah, I love that.
• 30:05
  SPEAKER_01: And as we close today, if you took even one thing away from today, like leave us a review, tell us what stood out.
• 30:12
  SPEAKER_01: You know, the law of reprocity says what you put out into this world, you get back.
• 30:17
  SPEAKER_01: So what you give, you receive.
• 30:19
  SPEAKER_01: We'll see you next week.