Salon Politcs

Salon politics are dicey. Depending on the size of your salon and the variety of services you offer will often dictate the size and amount of personalities you will encounter.  Smaller salons are harder in my experience simply because being in a confined area when you cannot tolerate 3 of the 5 people you work with is uncomfortable at best and annoying at worst.  Larger salons usually mean larger staffs and this increases the odds of making good work mates.

So what comes first, politics or salon culture? Typically one fuels the other. However, culture should always dominate politics. The personality types your salon houses also plays a major role.  With this in mind, there are four basic types of people in a salon.  

1. The know It All
2. The Timid
3. The Clique
4. The Over Achiever

Now while not a finite list these are the ones that we all can say..........Yep got those and there names are....

The Know It All:  These can be your best producers and  worst nightmare rolled into one.  The exude confidence and are usually very talented. They tend to talk down to other stylists and if some one has done it, they have done it better, and more often. They will interject themselves in situations they were not asked in, and can be quite domineering. The know it all will seek out a weaker talent, a weaker personality, they tend to surround themselves with people that do not threaten them or may outshine them.  They can be abbrassive and unempathetic.  Their concern is not the greater good of the team as a whole. In fact in their narrow mind the salon exists to feed their ego and provide a platform for them to display how superior they are to the rest.  They are the first ones to threaten to take their book and go elsewhere.

On the other end of the personality spectrum is the "The Timid".  These are you sweeter than sugar types, slow to be decisive , and have yet to gain the confidence in their craft or themselves to be as successful as they could be.  They need nurtured, reassured, and at times babied. They are quiet with clients, do not try to upsell services or retail.  They are so nice that they can be a doormat at times.  I prefer this to the know it all. These are good people who can be coached and are willing to work hard as pleasing people maintains the emotional comfort they seek. Timid stylists are not weak, they are uncertain. They need more attention and will be slow to try assertive behavior.  But when that light goes off, and their confidence meets their back bone, look out!  These personality types are more dedicated and yes may require more work upfront, but the pay off is long term.

The Clique. This by far is a threat when left unchecked. This grouping of stylists and desk folks or any combination when left unfettered can make any salon owners dream a turn into one bad situation after another. By far my least favorite.  They work as a group, they isolate anyone who is not up to their self prescribed standards. I have seen cliques run new hires from salons, target new management, and just reek havoc. No one person can overcome a clique. They are harder to discipline as they cover for one another.  They make it known, mess with one, and the rest will make you feel uncomfortable. If there is a desk person in this mix keep an eye on new client distribution. Have policies in place to that are clear and measurable. Make it known the only tolerable clique in your salon is your entire team. The goal of your team should be for the overall well being of the salon itself.  The more success each individual is, the greater the group will prosper. I am no saying do not allow relationships to grow among your team, just do not these groupings dominate your salon.

The Over Achiever.  My favorite.  This stylist lives, breathes, and dies for their client.  They are focused, disciplined, and will work well with those trying to get ahead. They want to help, so let them. Over Achievers are the stylist you love to work with, they have  a higher retention rate, are the first to sign up for class, and consistently have a large following.  If there is a new promotion, they are on it, a new product they promote it, a new service they learn it. They can be over zealous at times are often referred to as the favorite by clique types and know it alls. The difference between the over achiever and others is, this not their job but their career. It is more than means to pay bills, but a method of expressing their art. They believe in what they do, they take pride in serving their clients. To them above and beyond is every day and every client.

So these are the four basic categories I have encountered in the last 15 years. Politics in a salon environment is generally fueled by insecurity and notions of superiority and entitlement. Do not let your team dictate the atmosphere in your salon. However, talk with them, see what type of environment is best for all.   Touch base with them often, not always formally.  One of favorite things to do is randomly praises some one who had higher sales, improved their retention, or just got a rave review. Take a professional interest equally in all. Some will require more coaching, others just praise and thanks.  Learn your team's personality and make sure ever one knows what is and is not acceptable.

The Salon Guy

Sell Products? Not Me I Am A Stylist Not A Salesman!

Let us talk for a moment about hair care. Products to be exact. Retailing to your clients serves many purposes. For one it adds value to you as an expert, and it ensures your client has the tools to maintain their style at home.

So why do so many stylists fight selling to their clients. It is that nasty word. Selling! It brings to mine images of men in cheap suites selling wood paneled cars. So lets shift our focus. You are not selling you are educating your client and protecting your hard work.

"How do I bring this up?" you ask.  Easy, with one simple question will open the flood gates and have your client seeking your wisdom with out any effort from you. "What is the biggest problem you have styling your hair?"  Simple. What this one question does is gives the client the opportunity to tell you, their chosen scissor wielding savior a chance to flex your all knowing, all healing, words of wisdom. And to fix those seemingly unsolvable problems requires products. Hair dry? Moisture shampoo.  Frizz? Moroccan Oil.

Now, once a plan of product attack has been agreed upon. Teach them how to use it. Show them the amount, distribution, and where on the hair to place it.  Is it root to end or just the ends, or just the root.
I have saved many product returns by simply asking what they did not like then how much did they use at home.

Talk in systems to your client. Shampoos and conditioners are the foundation. With out a good foundation the rest is worthless cosmetic cover up. Like painting over paneling. Help them get their hair in shape. A system may be 3 products or more.

Never, ever, ever, ever, sell what they do not need. If a client walks out with a product and promise and its the wrong product that cannot deliver the promise...they may write off the whole product line and you as well.  

Be honest, be helpful. Serve and love your clients.

The Salon Guy

It Is The Client Stupid

I have been in salons for almost 20 years. I have worked with every type of stylist you can imagine. The drama queen, the arrogant, and the eager new comer who's enthusiasm out weights their ability.  The one that out shines them all?  The one who is client focused.


What is being client focused mean? It means the stylist hangs their ego up with their coat.  It means the fight you had with your honey before work, stays out of the salon.  It is so simple and yet so hard for so many. The simple fact is, without that client in your chair all of your skills mean nada.

So what is your role here?  How can you shift your mind set to one of serve-a-tude from attitude?  Easy, think of your client as some one who needs your help. After all they did choose you, they did make the decision to drive to your salon, take time out of their day, and sit in your chair. They are there cause they cannot do what you do. They are counting on you to decide  how they view themselves for the next 4-8 weeks.  Pressure? nah... you got this!

The greeting is most important thing. Smile, extend your hand, if it is a new client, take them early and show them around.  If they are seeing you the 100th time, ask them how they have been. Never head straight to the shampoo bowl, take them to your chair, make sure they are facing the mirror and ask....
"So what worked best with your last cut."  or  "Tell me the biggest problem you are having with your hair."
Always repeat what they say, get agreement on the service.  AND ALWAYS QUOTE YOUR PRICE!

The shampoo. Ok my favorite part of the service. Be good, be gentle, and make them feel amazing. Nuff said.

During the service discuss what you are using on them and why. Explain how you are cutting, listen for verbal ques on potential future services. Questions are your best friend. If they are responding to your questions you are not selling them, you are helping them.  There are no more smoke and mirrors in our business, teach them how to style their hair. After all it is your hard work they are walking around with. Make sure they treat with love and respect.

Actively listen. This is important. You have to try to actively listen to some one. Give them 110% of your attention and effort. Never let them out of the chair until you are sure they love their style and you!

Remember you are talented and that is awesome. But there are 30 stylists in a 10 mile radius who are just as good and may be $$$ cheaper and nicer. Your attitude must be serv-a tude. There is no shame in taking care of some ones needs. Especially when they can tell 300 friends on Facebook how awesome their "experience" was with you before they pull out of the parking lot.