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Emotional Mastery in Salons: Transforming Team Dynamics and Client Satisfaction · Salon Success Secrets — The podcast for salon owners who are done hustling harder and ready to break their revenue ceiling.

• 0:34
  Speaker 1: You are in store for some greatness today.
• 0:37
  Speaker 1: We know you know being a part of the salon world can be a highly emotional thing, and when we bring more understanding to what's happening inside of us and around us, we can get through the world in a lot quicker, easier manner.
• 0:55
  Speaker 2: Yeah.
• 0:55
  Speaker 2: And so you may be thinking, oh yeah, I've had bad days before or I've had team members that have bad days before Today.
• 1:02
  Speaker 2: We're not talking about never having a bad day.
• 1:04
  Speaker 2: We're just really going to bring something for you, some lightness for you to just be able to understand emotions in a salon setting, how emotions really impact team dynamics and client interactions.
• 1:17
  Speaker 1: Yes, and so you know, emotions can actually be one of the things that you know, like Jenna alluded to, really can block your business.
• 1:25
  Speaker 1: And you know, if you've ever made something your emotional home for too long before I know that's happened to me I've gotten stuck in an emotion, you know, at certain times.
• 1:39
  Speaker 1: But what can happen, too, is a lot of people can get stuck there and make that their emotional home for way longer than they ever anticipated.
• 1:47
  Speaker 1: And so you know, today we're going to be looking at some of those different emotions and how do they impact our team dynamics and our client interactions.
• 1:56
  Speaker 1: And you know how can we elevate and just continue to be the amazing salon owners and salons that we aspire to be?
• 2:07
  Speaker 2: Because if you have some teenagers, you know you might get some attitude every once in a while with some emotions dressed up on there, but when we're thinking about emotions, emotions are like feelings that come and go.
• 2:24
  Speaker 2: So, like Lindsay was saying, a lot of times we live in an emotional home, but you know, really a very stable person knows how to flow in and out of emotions daily.
• 2:36
  Speaker 2: When we're thinking about attitude, attitude is a settled way of thinking or feeling about someone or something, typically reflected in behavior.
• 2:43
  Speaker 2: So first we just want to make sure that you understand the difference and are able to distinguish the difference between those two in a salon environment, because today we're really looking at emotion.
• 2:53
  Speaker 2: So we're looking, really looking at those temporary feelings that come and go with your guest or with your clients and with your team members.
• 3:00
  Speaker 1: Yes, and so you know, today we're going to be diving into just the scale of emotions.
• 3:05
  Speaker 1: We're not going to I can't even remember how many emotions there are 500 and some, but anyway, whatever it is, there's a ton.
• 3:12
  Speaker 1: So we're obviously not going to be going through every single emotion, but we're going to be going through some that can you know be prevalent inside of the salon, like Jen mentioned, whether it's with our guests or with our team members.
• 3:24
  Speaker 1: But really, just we're going to go through an overview and talk about the relevance of you know when these emotions show up, you know what insights do they provide?
• 3:35
  Speaker 1: What are they showing you about the well-being and the state of mind of your team member or of your clients?
• 3:42
  Speaker 2: Yeah, and so the first emotion that we're going to look at is deathfulness, and so when you think about this word, this is at the bottom of the scale, and so the definition of deathfulness is feeling completely defeated or numb.
• 3:56
  Speaker 2: So it's almost like they feel like they're dead inside.
• 3:59
  Speaker 2: So I don't know if you've ever experienced that or you've seen a team member experience that you're like hello, are you?
• 4:04
  Speaker 2: Are you even breathing?
• 4:06
  Speaker 2: Are you there?
• 4:06
  Speaker 2: And so when you have somebody that's living in that space of deathfulness, like it can really create a negative influence on your team morale and client satisfaction.
• 4:16
  Speaker 2: And so you know, there may be times that someone does live in that state of feeling completely defeated or numb, but as long as they don't live in that emotion forever or most of the time, because when that is the lowest on the scale of emotions and you have someone on your team that lives there, wow, that impact that it will, how it will impact your culture, can be really detrimental.
• 4:40
  Speaker 1: Totally.
• 4:41
  Speaker 1: And you know, like if we were to see this show up temporarily, maybe it would be like there was like an extreme thing that went wrong with a service, you know, and so somebody felt completely defeated or numb.
• 4:54
  Speaker 1: You know, they were just it, just like really wiped them out for just a little bit.
• 4:57
  Speaker 1: But you know again, this is, you know, they were just it, just like really wiped them out for just a little bit.
• 4:58
  Speaker 1: But you know again, this is, you know, when you're viewing something like this, you know our, our goal as the leaders, um, the visionaries for the team, is to to really be able to see this and you know, and help them raise up that scale of emotions, because you know, of course you can't change anything for anybody, but what you can do is just, you know, look for those opportunities to view what's going on and help them to kind of move past.
• 5:28
  Speaker 1: If it was something that kind of took them out temporarily, help them flow through that emotion.
• 5:33
  Speaker 1: Or also, just be mindful of gosh.
• 5:35
  Speaker 1: Is this somewhere?
• 5:36
  Speaker 1: You know that is an emotional home for somebody.
• 5:38
  Speaker 1: You know, can I point them in the direction of getting help somewhere else, or what is the next right move in this case?
• 5:46
  Speaker 2: Yeah, and so as we climb up the scale of emotions a little bit, we're going to what's next after deathfulness is grief.
• 5:53
  Speaker 2: So when you think about grief, you know we've all probably experienced some grief from the loss of a loved one or you know someone's passing, and so when you have that grief there's just a deep sorrow.
• 6:04
  Speaker 2: You know you probably have withdrawal from social interactions, like maybe decreased productivity.
• 6:10
  Speaker 2: Withdrawal from social interactions, like maybe decreased productivity.
• 6:13
  Speaker 2: And so when you have someone on your team, or what this may look like with someone on your team is like they may just show signs of sadness, a lot of sadness.
• 6:21
  Speaker 2: They may start to like they were once doing well in their productivity.
• 6:25
  Speaker 2: It started to decline a little bit, and so usually there's a lot of things going on, either personally or professionally, that are really impacting them and creating this space for them to live in this emotional home of grief.
• 6:39
  Speaker 2: And so to recognize that and to be able to explore where someone's at, if they're living in grief, and to be able to offer them some coaching or some feedback to see if you can raise them on the scale of emotions, can really help elevate their motivation and potential opportunities.
• 6:57
  Speaker 1: And I think you know grief is also a great one to look at when we're thinking about the different, you know, clients that we serve.
• 7:05
  Speaker 1: You know, because sometimes somebody could temporarily be in this, like Jen mentioned.
• 7:09
  Speaker 1: You know, especially if you, especially if somebody experienced a recent death, that can be someone's very teary-eyed and they're just lowered motivation, deep sorrow, all of those things that come with grief.
• 7:23
  Speaker 1: But occasionally you'll interact with somebody who that is their emotional home, with somebody who that is their emotional home, you know.
• 7:34
  Speaker 1: And so, just being aware of that, because there's a lot of empathetic people in our industry, but sometimes there's also sympathetic people in our industry, and so you know, kind of the difference between sympathy and empathy is.
• 7:45
  Speaker 1: Empathy is, you know, I recognize and I see your feelings, you know, and I acknowledge them, you know, and sympathy would be.
• 7:56
  Speaker 1: Now I'm going to go down there with you and feel terrible with you, or whatever the feeling is.
• 8:02
  Speaker 1: I'm going to go there with you instead of, you know, being that guiding post to where, like, hey, we can, you know, possibly come up with a new solution, or at least I see you and I validate where you're at.
• 8:09
  Speaker 1: We can possibly come up with a new solution, or at least I see you and I validate where you're at and so helping a team member.
• 8:15
  Speaker 1: I know I've experienced this when once upon a time I was behind the chair doing hair, just having a few guests that lived in that spot.
• 8:23
  Speaker 1: Most of the time it was just great to know, like hey, we like to say just zip up and just know.
• 8:27
  Speaker 1: Like hey, you know we like to say just zip up and just know, like hey, you can support them by just being a loving kind, you know, ear, shoulder to lean on, however you want to look at it, but don't take it on as your own, and I think that that's a really empowering position to be in.
• 8:46
  Speaker 1: As a leader is to help other people know how to leave their emotions places and how to not take on the emotions of somebody else around you as well.
• 8:56
  Speaker 2: I love that.
• 8:57
  Speaker 2: So just imagine this, imagine a ladder.
• 8:59
  Speaker 2: We've talked about deathfulness, we talk about grief, so each time we go up it's like you're taking one more step on that ladder.
• 9:05
  Speaker 2: And the next one really is interesting to me because a lot of people, I feel like, think that fear is like at the very bottom of the scale of emotions, but it's actually above deathfulness and grief.
• 9:16
  Speaker 2: So when you think of fear, fear is a unpleasant emotion caused by the threat of danger, pain or harm.
• 9:23
  Speaker 2: And so when you you probably know you've seen some signs of fear in your team members before like oh my gosh, I cannot do this balayage.
• 9:29
  Speaker 2: Or oh my gosh, I've never done a pixie before.
• 9:32
  Speaker 2: And so, like you know, sometimes at the end of the day, just recognizing when someone's in fear will help you bring them back to more of a present state and help them understand hey, let's just really get present.
• 9:44
  Speaker 2: See what we really need to do to create, you know, this amazing hair, this amazing facial to um, to help elevate them and help them climb the ladder.
• 9:52
  Speaker 2: And because if you have somebody that constantly lives in fear, sometimes they may not just be the best fit for your team, because if you're always having to spend all your coaching power trying to get them out of fear.
• 10:06
  Speaker 2: At the end of the day, um, you know it can feel kind of defeating and so you know we get it.
• 10:11
  Speaker 2: When you're new there's going to be a not as much confidence or some fear, and that's okay, but we just our.
• 10:17
  Speaker 2: Our main opportunity here is just to make sure that someone doesn't constantly live there.
• 10:23
  Speaker 1: Yeah, and you know, some of those signs are obviously that hesitation, the avoidance, nervous behavior, excessive questioning.
• 10:32
  Speaker 1: You know, I think that we can see it show up We've seen it shown up before where someone will ask for 50 different code toner formulas, you know, just because they have so much fear around it that they're like what would you do Now?
• 10:42
  Speaker 1: What would you do Now?
• 10:43
  Speaker 1: What would you do, you know, and so so, really, what's wild and is what's above fear is anger.
• 10:53
  Speaker 1: And just to get back to fear, if you even think, if somebody's been avoiding fixing somebody's hair, or maybe there was some sort of a discrepancy about what it was that they wanted and they've been like, oh, I don't want to do this, they're just so nervous and not looking forward to it.
• 11:10
  Speaker 1: And then if they're finally just like, well, I'm frustrated, but I'm going to do it, you know that that's a good sign, which is kind of wild when you think about it, cause I think, you know, a lot of times people think you want to get somebody to total confidence and total acceptance and being like, oh, I'm going to totally rock this, you know, but when someone's newer and you're coaching, you know, eventually, hopefully, your goal is definitely to get them there so that they can live in that place of confidence.
• 11:37
  Speaker 1: But even just knowing, hey, it might there might be a few different emotions that pop up before that.
• 11:43
  Speaker 1: I think that that's always just a good reminder and a good thing to be aware of.
• 11:48
  Speaker 2: Mm, hmm.
• 11:49
  Speaker 2: And so above that fear too, is we're to look at anger.
• 11:53
  Speaker 2: And so, you know, anger is a strong feeling of displeasure or hostility or annoyance.
• 12:00
  Speaker 2: So when you think about that, someone that's angry is always irritable, very confrontational, kind of loud or aggressive or aggressive See how my voice got louder there.
• 12:13
  Speaker 2: You're like that, didn't you?
• 12:14
  Speaker 2: And so when you think about somebody that lives in anger because this really can come from a place of clients too, not just team members, is you know, it's when you're stopped at a stop sign or stop light and the light hasn't even turned green yet and the person behind you is already honking the horn.
• 12:26
  Speaker 2: It's like, okay, we're getting ready to go Calm down, and so like, just imagine the impact If you have somebody on your team like this.
• 12:35
  Speaker 2: That is always irritable.
• 12:36
  Speaker 2: They're always, you know, maybe, when you're trying to create that relaxing experience, like they're speaking above everyone else in the salon and it's not always the best conversation.
• 12:47
  Speaker 2: And so there may be times, and there are times, that you need to be angry or should be angry.
• 12:51
  Speaker 2: But if you do have somebody that lives in that space, man that can really disrupt the salon environment, can really create conflicts with team members and clients and I know we've all experienced an upset client before too that's angry, and so sometimes just recognizing where they're at, at the scale of emotions, based upon their experience, helps you to create that opportunity and make that decision of how you can interact with them.
• 13:15
  Speaker 2: Because even if you can get them from anger to the next step above the ladder, then that's where you really almost can create raving fans, because you recognize where they're at and you see the opportunities of where you can take them.
• 13:30
  Speaker 1: Yes, and you know.
• 13:32
  Speaker 1: The next one is boredom.
• 13:33
  Speaker 1: And so you know, just imagine that you did have an angry guest and then they were like I don't even know, I'm just.
• 13:39
  Speaker 1: You know my hair, whatever, you know they were displaying those signs of boredom.
• 13:44
  Speaker 1: You might think, well, did I do it right?
• 13:47
  Speaker 1: I know that's happened.
• 13:48
  Speaker 1: You know to me and people on on my team before, um, that you know, we've just noticed like I mean, you think that they're going to be like, yes, I love this, this is amazing.
• 13:58
  Speaker 1: Um, but sometimes just knowing hey, boredom does come above anger.
• 14:03
  Speaker 1: It can be really freeing to know, hey, we did move them up the scale of emotion and hopefully next time, you know, we'll get them to a place where they do have, you know, that bigger display of enjoying what it is that they have.
• 14:19
  Speaker 1: But boredom, the definition of boredom is feeling weary and impatient because one is unoccupied or lacks interest.
• 14:27
  Speaker 1: So you know, some signs of boredom might be that lack of enthusiasm.
• 14:31
  Speaker 1: So you know, some signs of boredom might be that lack of enthusiasm, frequent distractions, minimal effort and tasks.
• 14:43
  Speaker 1: You know, and kind of the impact that that has on the salon is that you know you experience poor client service and decrease in overall performance.
• 14:51
  Speaker 1: So boredom can be kind of a lonely place to be and just very lackluster.
• 14:58
  Speaker 1: And imagine if you were getting serviced by somebody or maybe you have been serviced by somebody who was living in the emotional home of boredom.
• 15:10
  Speaker 1: It would leave a lot to the imagination or a lot to you.
• 15:14
  Speaker 1: Know you desire probably a lot more from that service.
• 15:18
  Speaker 1: You know you might not think, well, this is the worst thing in the world, but you probably wouldn't be a raving fan if you were experiencing this from a service provider.
• 15:27
  Speaker 1: Often yeah.
• 15:30
  Speaker 2: And so as we continue to climb up the ladder, above boredom, it's going to be interest.
• 15:35
  Speaker 2: So now we're starting to get into I wouldn't say positive emotions, but more green light emotions.
• 15:43
  Speaker 2: And so you know we've talked about that before human beings in the world, you know they work with you, you know they're always looking for what's possible, they're always enrolled.
• 15:57
  Speaker 2: And so you know, above that boredom is interest.
• 16:00
  Speaker 2: And so when you think about the definition of interest, it's curiosity or concern about something, but at least they're not bored, right, they've elevated it just a little bit, so somebody with an interest.
• 16:11
  Speaker 2: You know they're usually engaging in conversation and asking questions, having proactive behavior instead of reactive behavior, so they're not just reacting to everything that's being said, and you know somebody that lives in interest and usually is a green light person.
• 16:25
  Speaker 2: They have more positive interactions with clients and a more proactive approach to work, and so you can think about this from the standpoint of if you've ever just been in the salon a day, one day and everything just seems to like flow super organically and everything feels good, it's probably because your team has elevated or they're higher on the scale of emotions that day, and so it's just thinking about how can we be present to what's happening around us and how can we create more days like that.
• 16:52
  Speaker 1: Because, you know, for me, an amazing day is when you know most or all of the people that you're interacting with and this is, you know, obviously a fairytale land because we're all humans, we have human experiences, you know, and so we'll flow through all of these emotions.
• 17:08
  Speaker 1: You know you should feel, you should be feeling, and you know remembering at least 15 to 20 per week of emotions that you've experienced.
• 17:16
  Speaker 1: But you know, enthusiasm is is one of my favorite emotions.
• 17:22
  Speaker 1: I know it's one of yours too and I'm sure, if you're listening to this, you love experiencing enthusiasm too, and you know so the definition is an intense and eager enjoyment, interest or approval.
• 17:35
  Speaker 1: You know, and some signs that somebody you know is living in enthusiasm or experiencing enthusiasm is they have high energy, a positive attitude and an eagerness to take on tasks.
• 17:49
  Speaker 1: You know.
• 17:50
  Speaker 1: So if you find yourself the yes girl all the time, just know you probably.
• 17:55
  Speaker 1: You know enthusiasm could be your emotional home that you live in quite a bit.
• 18:00
  Speaker 1: You know, and I think the cool thing is the impact on the salon is that this is uplifting the team spirit and enhancing the client experience.
• 18:10
  Speaker 1: I think enthusiasm is just an amazing place to be and you know if somebody is at deathfulness, you know, sometimes enthusiasm can't be triggering to them.
• 18:21
  Speaker 1: So it's, you know, just a good thing to be aware of Don't change who you are for somebody else.
• 18:26
  Speaker 1: But you know, also just be aware of, like, if you are naturally an enthusiastic person and you come across somebody who's really low on the scale, you know you can still be enthusiastic but instead of a 10, maybe you take it down to a five um, just to be aware of the energy um that you're, that you're bringing Um, and you know we would never say change yourself.
• 18:50
  Speaker 1: But like, if you're looking at yourself as a leader and you come in, one of the ways that you can raise that gradient is to just kind of slowly, you know, allow people to climb up that ladder with you no-transcript.
• 19:39
  Speaker 2: do have some team members on your home that live in, let's say, fear, anger, lower on that ladder, or maybe it's even in deafness or grief, like just to recognize that that's impacting your culture, your bottom line, your guest experience, your client experience more than you realize.
• 19:57
  Speaker 2: So this is just a tool where you could look and see if you're having some challenges with someone on the team is like, hey, maybe they're living here on the scale of emotions you know, maybe if I give them some new coaching or just now that I'm aware of it, it helps me understand what I can do and what decisions I need to make based upon where they're living.
• 20:18
  Speaker 1: Yeah, I love that you said all of that.
• 20:20
  Speaker 1: And and really, you know, creating that emotionally supportive environment, um is is so important.
• 20:27
  Speaker 1: And so you know you would never want to take this and be like, oh, you know, jen's client, Susie, yep, she loves in grief, we knew it, you know.
• 20:35
  Speaker 1: Or you know and then just write somebody off.
• 20:39
  Speaker 1: No, you know, it's just like Jen mentioned a tool to view what's going on and to help you make that next best decision and, you know, offer that support.
• 20:48
  Speaker 1: Sometimes you know we don't have the words to describe what's happening inside of us or we don't have the freedom to know like, hey, you don't have to make that your emotional home for the rest of your life.
• 21:00
  Speaker 1: You know you don't have to get trapped in anger.
• 21:01
  Speaker 1: You don't have to get trapped in.
• 21:02
  Speaker 1: You know, because if you've ever, you know, been with somebody who something happened to them, you know like, you know five years ago and they're still mad about it, that's a good sign.
• 21:16
  Speaker 1: You know, not that I'm sure there's the occasional thing that you know like, okay, you still, if it was brought back up, you'd still be mad about it.
• 21:25
  Speaker 1: But if you're making it a part of your daily conversations, just being aware you know like hey, anger could be their emotional home.
• 21:32
  Speaker 1: It just helps you understand people, helps you get around in the world better.
• 21:36
  Speaker 1: It can help you communicate better with your team and really help them show up as the best version of themselves as well.
• 21:47
  Speaker 2: Awesome.
• 21:47
  Speaker 2: So you know just understanding the importance and managing emotions in the salon.
• 21:52
  Speaker 2: Thank you so much for tuning in today.
• 21:54
  Speaker 2: If you loved this podcast and know it'd be super helpful for other salon amazing salon owners just like you, be sure to share it.
• 22:03
  Speaker 2: We appreciate you and we'll catch you next week.