Latest / Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling. / Cracking the Code on the one asset every team needs to go from good to great!

Transcript

Cracking the Code on the one asset every team needs to go from good to great! · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:34
  Speaker 1: Hello, it is great to have you with us today.
• 0:38
  Speaker 1: It's Lindsay Lowe and I'm here with my co-host.
• 0:42
  Speaker 2: Jen Booth.
• 0:45
  Speaker 1: Awesome and we are super excited about today's episode.
• 0:48
  Speaker 1: We are going to be diving into the one thing that every team needs to go from good to great.
• 0:57
  Speaker 1: So we know inside of the salon and spa space there are a million moving parts and some feedback that we've gotten from people along the way are just different stories of tiny little things that happen inside of teams that can just really add up.
• 1:18
  Speaker 1: And so just recently we were talking with someone and they mentioned a story about how they were working behind the chair and they just experienced a really long day.
• 1:31
  Speaker 1: They were getting close to the end of their six hour shift and they were going to be done early and they were pumped because they had lunch sitting in the back room and they were going to get to go to the bathroom.
• 1:43
  Speaker 1: And maybe you have experienced a day like this before.
• 1:46
  Speaker 1: I know I've experienced a day like this as a service provider but they were walking to the back room and they looked over and they could see one of their teammates was definitely just running behind.
• 2:00
  Speaker 1: They kind of gave them that SOS look like help with their eyes and in that moment I think that those tiny moments really can add up to take a team from good to great, because at that moment that service provider had the opportunity to either head to the back room and head to the bathroom and basically just worry about themselves, or they had the opportunity to really notice that that teammate of theirs was struggling and go over and be like, hey, can I help you blow dry, can I help you shampoo?
• 2:36
  Speaker 1: What do you got going on, I can tell that you need some support.
• 2:39
  Speaker 1: And so, when we're talking about this, really in that moment they had two choices, and the two choices were they could either build trust with that teammate or they would have an opportunity to betray that teammate.
• 2:56
  Speaker 1: And that may seem like an extreme trust and betrayal in that moment, but truly it's like the law of polarity For every action there has to be an equal and opposite reaction.
• 3:11
  Speaker 1: And so when we look at the word trust, the opposite of trust is betrayal.
• 3:15
  Speaker 1: And so today we're going to be diving into something that every team needs and that is the opportunity to build trust.
• 3:25
  Speaker 2: Yeah, and trust.
• 3:26
  Speaker 2: As salon owners and spot owners ourselves, we get it.
• 3:29
  Speaker 2: We work with beautiful human beings every single day and we observe where there's opportunities for growth and opportunities for how can we be a team of productivity, a team of creativity and overall success?
• 3:43
  Speaker 2: And when we analyze these areas of our business, we know that without trust, none of those areas are able to be the best that they can be, and you've probably seen it in your own company or maybe closed your eyes to it is like wow, I could see in that moment that there's been trust broken.
• 4:01
  Speaker 2: And then you can see that relationship or that impact that it creates between you and your team, or your team and your guest, the company in general, how that impact can create a shift that sometimes that shift is not a great shift, that can create all kinds of different confusion and areas of opportunities to look at growth within a company.
• 4:25
  Speaker 1: Yeah.
• 4:25
  Speaker 1: And so you might be wondering hey, we just talked about one area of trust and betrayal, but how do you measure trust, when you really truly think about trust, how can you measure it?
• 4:40
  Speaker 1: And for us, I think we look at trust as something that is built over time, and there's small little moments in each day that you have the opportunity to build trust or the opportunity to lose that trust.
• 4:56
  Speaker 1: And so today, when we're talking about trust, and how do we build it on a team, we want you to look at it almost like it's a marble jar.
• 5:04
  Speaker 1: And how do we fill that marble jar?
• 5:09
  Speaker 1: How do we create a team that wants to fill other people's marble jars and how do we ourselves deposit into other people's marble jars as often as possible?
• 5:23
  Speaker 2: Yeah, and you could probably think about it, I know.
• 5:25
  Speaker 2: A great example is like, let's say, you forget someone's birthday on your team and you always celebrate birthdays.
• 5:30
  Speaker 2: Maybe it's happened to me, maybe it's not.
• 5:33
  Speaker 2: I'm just saying that you know you like really have to.
• 5:36
  Speaker 2: That person's jar to them feels empty when they feel like they've been forgotten by the rest of the team or acknowledged by the rest of the team.
• 5:43
  Speaker 2: It's like so how can we look internally and externally and see, like how can we build trust back with that person?
• 5:50
  Speaker 2: Because their performance is impacted, the culture is impacted.
• 5:54
  Speaker 2: So we're gonna teach you today about a really cool acronym to explore that will help you take a step back and say, hey, this is where I'm really strong at.
• 6:03
  Speaker 2: Or hey, this is the missing component right now that if I really dug deep and analyze this and created a new possibility to it, then trust is gonna really start to be reunited within our companies.
• 6:17
  Speaker 1: I love that.
• 6:17
  Speaker 1: And so when we're talking about this acronym, the acronym is for the word trust itself and the T inside of trust stands for truth.
• 6:28
  Speaker 1: And so when we're looking at this T in the truth, we wanna look at it as it is.
• 6:34
  Speaker 1: You know, I feel like in the present moment, that's is in anything that's happened before.
• 6:42
  Speaker 1: That is as it is, but sometimes as human beings we can kind of alter maybe the way something actually was and so that we would refer to as alter is.
• 6:54
  Speaker 1: And so when we're looking at the word trust and we're looking at the acronym, with T being truth, we really want the truth to be as it is.
• 7:06
  Speaker 1: Sometimes we can add in previous things that have happened into a singular moment or we might not totally view this situation as it is.
• 7:16
  Speaker 1: But really to build that trust with someone you have to be willing to just see it as it is.
• 7:22
  Speaker 1: And sometimes that means hey, we're all human beings, we're all gonna make mistakes, we're all gonna do great things.
• 7:29
  Speaker 1: But when we can just see it as it is and just handle it from that situation and move forward, that can really help add some marbles into the marble jar to build that trust.
• 7:40
  Speaker 1: So the next component of the word trust.
• 7:44
  Speaker 1: Jin, do you wanna go over this one?
• 7:46
  Speaker 2: Sure, it's one of my favorites.
• 7:48
  Speaker 2: It's reinforcing candor.
• 7:49
  Speaker 2: And you'll probably think, well, what is candor even mean?
• 7:52
  Speaker 2: And we dug some digging and candor comes from the Latin word candair.
• 7:57
  Speaker 2: I know I'm saying that it's a very beautiful in Latin, but that means to shine.
• 8:01
  Speaker 2: So we're reinforcing shine.
• 8:03
  Speaker 2: It also means to be open and honest.
• 8:05
  Speaker 2: So when we're creating that reinforcing open and honesty, we also wanna make sure that we're approaching that from a place of love.
• 8:13
  Speaker 2: Like you know, a lot of times we can withhold from people and what I mean by withhold is to keep to oneself that we can withhold from people that can actually create more chaos in their life.
• 8:25
  Speaker 2: They can actually feel that energy from you.
• 8:28
  Speaker 2: So, like, how can you create that candor with someone that creates a relationship of love and a relationship of abundance and a relationship that shines?
• 8:37
  Speaker 2: Because if you have that relationship that shines, then the possibilities are endless.
• 8:43
  Speaker 1: Absolutely.
• 8:44
  Speaker 1: I love that one.
• 8:45
  Speaker 1: And the next is you, and that stands for universal generosity, and so when we're looking at this, that means that you are always going to assume the most generous thing about anyone that you're coming in contact with.
• 9:02
  Speaker 1: And so you know that could look like, hey, maybe somebody at the front desk shout out to the front desk everywhere.
• 9:10
  Speaker 1: That's a really important position in every salon company.
• 9:14
  Speaker 1: You know, whether they they're your hospitality hosts, your guest experience team, whatever it is.
• 9:19
  Speaker 1: When you are working at the front desk you know that can be an area where you might accidentally, you know, book somebody the wrong time because you're learning everyone's time or whatever that might look like.
• 9:29
  Speaker 1: So if that happens to you, as the leader on the team, the owner, you're going to want to assume the most generous thing possible.
• 9:37
  Speaker 1: Like, hey, they didn't understand totally the timing on that.
• 9:41
  Speaker 1: You know it wasn't a malicious thing that was done, and so that's one example, but that can apply to anything that happens inside of the salon.
• 9:50
  Speaker 1: So maybe Suzy comes in and she's late again and you didn't give her that candor the first time and this time you know that you you're ready to build that trust with her and so, but you're going to assume the universal generosity and so you're going to assume the most generous thing about Suzy, what she's got going on, and say, hey, suzy, I'd love to connect with you.
• 10:15
  Speaker 1: You know, maybe have a heart to heart.
• 10:16
  Speaker 1: However, you set it up inside of your company and just say is everything okay?
• 10:21
  Speaker 1: I noticed that you came in late today and I just wanted to check in with you.
• 10:26
  Speaker 1: And so when you are generous in that, in that place, you never assume anything.
• 10:33
  Speaker 1: We all know the acronym for assume, we know how we can break that up and what it turns us into.
• 10:40
  Speaker 1: And so when you are generous in that moment it really does build trust.
• 10:46
  Speaker 2: I love that.
• 10:46
  Speaker 2: So we got truth, reinforcing candor, universal generosity.
• 10:51
  Speaker 2: So what does the S stand for?
• 10:52
  Speaker 2: And the S stands for sincerity, and what I love about sincerity is that it's reliable and there's no judgment.
• 11:01
  Speaker 2: You know, as human beings, they're really great at adding significance to things, and if you know the true definition of significance, it means to add meaning to something without just being with something.
• 11:12
  Speaker 2: So when you are analyzing a situation, it's easy for us to put our viewpoint on it, but to really take a step back and say, hey, this is just actually what happened.
• 11:22
  Speaker 2: I have no judgment against this, I'm just seeing with in the front of my eyes, through my lens, exactly what's going on with no judgment.
• 11:30
  Speaker 2: And I'll tell you what, guys, that will change your life If you're able to approach situations and have no judgment on those situations.
• 11:37
  Speaker 2: For me, it creates so much freedom and liberty.
• 11:42
  Speaker 1: Absolutely.
• 11:42
  Speaker 1: And the next area that we are going to talk about is the end of trust, which is transparency and boundaries.
• 11:51
  Speaker 1: And so, you know, transparency is a beautiful thing to have, and when we're looking at the word transparency, we really want that to come from a sincere place.
• 12:06
  Speaker 1: So, if you were to look up the word transparent, it actually means having the property of transmitting light, and so, again, just like we talked about earlier, anytime you're able to transmit that light and light is obviously the opposite of darkness and you can really make things shine inside of the salon.
• 12:30
  Speaker 1: I think you know people might have, you know, a different definition of the word transparent.
• 12:36
  Speaker 1: They might think that it gives them the freedom to maybe not be the person that they want to be.
• 12:43
  Speaker 1: You know some people when they say, well, I was just being transparent, they think that it gives them the opportunity to say things, and not a loving and kind way.
• 12:53
  Speaker 1: But when you look up the word transparent, it talks about transmitting light.
• 12:57
  Speaker 1: It also is free from pretense or deceit.
• 13:01
  Speaker 1: It's just something that's easily detected and seen through.
• 13:05
  Speaker 1: You know, you can really see the character.
• 13:08
  Speaker 1: So, really just thinking about who you want to be in that moment when you're being transparent.
• 13:12
  Speaker 1: And then also, you know, it's supported by setting some boundaries.
• 13:16
  Speaker 1: And boundaries, you know, aren't meant to keep people out necessarily.
• 13:23
  Speaker 1: Boundaries are meant to keep the love in.
• 13:26
  Speaker 1: And so when we set a boundary, it could be, you know, thinking back to that moment when someone was late.
• 13:32
  Speaker 1: Hey, you're going to be universally generous in trying to understand what happens, and then you can also just create that loving boundary, like, okay, so how can we, you know, prevent this from happening again?
• 13:44
  Speaker 1: Is there anything I can do to support you?
• 13:47
  Speaker 1: You know, just really being loving with those boundaries I think is is a key element in that trust.
• 13:55
  Speaker 2: Awesome and I hope you guys are loving this so far because this beautiful acronym is amazing.
• 14:00
  Speaker 2: But you may be wondering well, how the heck do I even teach this to my team and I think that's the most beautiful gift that we're getting ready to gift you right now is because this is all great, but we need to take it a step above and like really help our team relate to this.
• 14:16
  Speaker 2: So you could just start with truly just teaching the acronym of trust to your team and help them understand.
• 14:23
  Speaker 2: Hey, like which the T, the R, the U, the s, the T?
• 14:27
  Speaker 2: Like which one of these do you feel like we're really great at?
• 14:29
  Speaker 2: And which one of these, like, if we really took a deep dive in, would be?
• 14:33
  Speaker 2: Maybe it's the universal generosity that if we were a little bit more generous, with no assumptions that that impact that would have in our team, what would that look like?
• 14:42
  Speaker 2: And so once you nail down that acronym, this is when the fun part comes in, and this can all be done at a salon celebration.
• 14:51
  Speaker 2: We don't believe in salon meetings.
• 14:53
  Speaker 2: It was not that we don't believe in them, but like salon celebrations were there to look for the good and things, because I know as human beings, we would prefer to be in a space of good and happiness versus a space of negativity and drama, so that's why we like to use that language around a salon celebration instead of salon meeting.
• 15:12
  Speaker 2: But linds has a really cool way that you can take this to your team to talk about each other behind their backs, but in a beautiful way.
• 15:23
  Speaker 1: And so really, you could do this a number of ways.
• 15:26
  Speaker 1: One way that you could do it is you could get some salon hero capes to tie on everyone and get some markers, and of course you'll want to place a piece of paper behind that cape so that nobody's shirts get taken out in this exercise.
• 15:41
  Speaker 1: But you could also just use sticky notes you could use.
• 15:44
  Speaker 1: You know, you could give each person on your team a stack of sticky notes and they could write one word that comes to mind when they think of the person that they're about to talk behind their back to, and so that would be one way.
• 15:57
  Speaker 1: You could also just tape a piece of paper and, once everybody's had the opportunity to write a word on each person's back, you could then frame it.
• 16:05
  Speaker 1: Or maybe you've got lockers or somewhere that people keep their things in the back.
• 16:10
  Speaker 1: You could hang it so that people remember how people view them.
• 16:14
  Speaker 1: You know, I think that so many times in the world people don't always talk behind people's back in a beautiful way, but I believe in the salon industry we're almost like the honeybees of the earth.
• 16:27
  Speaker 1: We go around pollinating good things wherever we go, and if we could change that inside of our salon companies about the way that we talk behind people's back.
• 16:36
  Speaker 1: It could create so much more trust, you know, and and what a beautiful gift it could be for each person on your team If they knew just one word that other people viewed them as, so that that way, on their days where they weren't feeling so hot, they could look at this list and be like, wow, you know, I'm trustworthy, I'm reliable, I'm strong, I'm confident, and you know all of these different words that people on their team view them as, and they know hey, this is how my team is talking behind my back.
• 17:09
  Speaker 1: They're saying all these wonderful things, and so how can we flip that script?
• 17:13
  Speaker 1: That's such a fun game to play inside of your salon company to really build that trust amongst your team, so we love looking at it.
• 17:24
  Speaker 1: That way.
• 17:25
  Speaker 2: I love that.
• 17:25
  Speaker 2: And so we've got two other verticals to look at, like how do you build trust with your guest?
• 17:29
  Speaker 2: And, as a salon owner, how do you build trust with your team?
• 17:33
  Speaker 2: So let's first talk about building trust with guests, because we know that to build client loyalty, you're the guest have to trust you, like that's why they keep coming back, that's why you are attached to a certain brand, because they're providing you a level of trust that no one else is able to provide.
• 17:51
  Speaker 2: And so teaching your team to gain that trust with your guest is there's several factors that you can look at, the first one being consistency.
• 17:58
  Speaker 2: Right, we all have good days and bad days, but no matter what kind of day you're having, like you are showing up, being present with that guest and performing to the best of your ability every single day.
• 18:10
  Speaker 2: So that experience is consistent and I wanna point out that possibility of being present and always just being with that guest.
• 18:18
  Speaker 2: As human beings, we have 3,272 thoughts that run through our heads at one time.
• 18:24
  Speaker 2: So, like teaching your team the power of presence, the power to be with someone, and like how that in itself will create trust.
• 18:33
  Speaker 2: Have you ever played the staring game?
• 18:37
  Speaker 2: If you've ever played that with kids or with adults like you feel a moment of love and that opportunity to like really get grounded with some and really be with someone to see what you can truly make possible during the visit.
• 18:51
  Speaker 1: And I love that, jenna.
• 18:53
  Speaker 1: It's such a beautiful way to look at building trust with a guest.
• 18:56
  Speaker 1: I think another thing that comes to mind for me too, is being universally generous with our guests.
• 19:01
  Speaker 1: Things are gonna come up for them.
• 19:03
  Speaker 1: They might have to last minute cancel.
• 19:07
  Speaker 1: I know our cancellation policy is built around universal generosity.
• 19:11
  Speaker 1: We everybody gets a free pass because we want that opportunity to someone on our team is sick or out for some reason.
• 19:19
  Speaker 1: We want them to feel that universal generosity for sure.
• 19:23
  Speaker 1: But then also it allows you to create that boundary in the future and just say like, hey, no worries, like we don't need it.
• 19:32
  Speaker 1: Whatever happened, we totally understand.
• 19:35
  Speaker 1: And just like everybody gets a free pass, just so you know next time it'll be whatever your cancellation policy is.
• 19:42
  Speaker 1: I think that's a great way to build trust so that each guest knows like, hey, I'm human too, they're human too.
• 19:47
  Speaker 1: That's a great way to build trust with each other.
• 19:50
  Speaker 1: And then, as a salon owner, when you're working on building trust with your team, there's a hundred ways that you can do it and really we like to look at how are you filling up that marble jar?
• 20:01
  Speaker 1: So maybe it's like Jen mentioned earlier something about if you forget somebody's birthday or something, we've maybe all been in that place, or you've forgotten an anniversary right on the day, even though you've thought about it every day until that moment, just cleaning it up afterwards and saying, hey, I'm a human, I make a mistake and really trying to just do better in the future.
• 20:29
  Speaker 1: I think a lot of it comes to just honoring our word too, and if, for some reason, you're not able to honor your word in a situation, just clean it up so that they can really trust you in that moment.
• 20:44
  Speaker 2: Yeah, I love that and it would be like you have to what you're speaking and reinforcing that candor as well with your stylist.
• 20:51
  Speaker 2: Cause, let's say, in the office with someone and you see a young stylist out there that's doing a haircut, and to that stylist that's in your office, you're like what in the world is going on out there?
• 21:02
  Speaker 2: What the heck Jen does not know what she is doing Instead.
• 21:07
  Speaker 2: That can break trust, especially if the other stylist hears it Instead is like oh my, I really love Lindsey doing that haircut out there.
• 21:15
  Speaker 2: I could tell that she just needs a little extra support and love.
• 21:18
  Speaker 2: Would you have time, or let me check my schedule to see when we can love on her some more and show her how to do that beautiful long-wired haircut that she's out there challenged with Mm-hmm.
• 21:28
  Speaker 1: I love that.
• 21:28
  Speaker 1: There's just a million ways that you can be filling that marble jar and just being aware of how you're being in that moment.
• 21:35
  Speaker 1: I think you can also just work on building trust with yourself.
• 21:39
  Speaker 1: So you really can look at that acronym to build trust with yourself, because when you're honoring all of those parts the truth, the reinforcing candor, the universal generosity, the sincerity that's reliable, with no judgment and being transparent with boundaries you really can start to trust yourself more, your team more and the world more, and so we would love for you to share any of your experiences or insights that you have on building trust with your team or yourself, or however that shows up for you.
• 22:17
  Speaker 1: We would love for you to let us know.
• 22:20
  Speaker 2: All right, and you don't.
• 22:22
  Speaker 2: We wanna stay tuned for our next episode because we're gonna talk about finishing the year strong, how to create a winning quarter four plan that's gonna set you and your team up for success, to have the best year yet.
• 22:37
  Speaker 1: Love it.
• 22:38
  Speaker 1: Okay, thanks for tuning in today.
• 22:40
  Speaker 1: We can't wait to see you again.
• 22:41
  Speaker 1: Bye.