We've had several dozen Emails from people asking if there was a recording available and the good news is ... Here it is!
Last night Chris Cheeney interviewed Julie for an hour delving deep into her knowledge and experience to uncover the real secrets behind how you can deliver amazing customer service in your salon.
We've had several dozen Emails from people asking if there was a recording available and the good news is ... Here it is!
Did you know that most salon owners either give up setting their team members targets or never get round to doing it in the first place.
The only logical reason for this is they believe they don't work, but we promise you they do!
Whenever we are asked about target setting we think of one of Julie's favourite sayings ... "It's not what you do, but the way that you do it ... that's what gets results!"
Because the thing you need to understand is that your staff will never care about the targets you give them ... until they care about what achieving their targets will give them.
Now 'care' is an emotion word, isn't it, and emotions generate feelings.
Feelings are a powerful force that drive a lot of our behaviour and they are controlled by the subconscious beliefs we created when we were young. This means we are all subconsciously programmed to yearn for specific feelings like security, approval, belonging and so on.
Many of us are also programmed to try and avoid the opposite feelings, insecurity, disapproval and rejection.
Understanding how to stir your staffs emotions so they feel the feelings they want or avoid the feelings they don't is the secret to getting them to care when you're giving them a target.
Reminding them of the emotions and reminding them why they care as they work towards achieving their target is important as well.
It's what all great leaders do!
Julie was recently invited to give a presentation at Boston College because they recognised the simple truth that if their level two students could communicate better they were more likely to succeed.
Simon was there to film it and in this ten minute clip you'll see Julie making the often misunderstood art of goal setting easy and fun.
If your salon profits could do with a boost then it makes sense to register for tonight's free webinar with our favourite salon accountant ... Chris Cheeney!
It's at 8.00pm, it really is free and Chris is promising that ... no new Treatment/ Service or product you could introduce into your salon will add as much profit to your bottom line as the 5 simple steps he'll reveal tonight!
All you need to attend is a computer, tablet or smartphone and you can register by ... CLICKING HERE
As a salon owner or manager there are few things more annoying than getting a phone call or text to say a key member of staff is off sick.
We recently came across some research that showed that a staff member taking 10 single days off sick from work in a year would cost an employer a lot more than a staff member taking 10 consecutive days off sick once in a year.
This research was done in large companies but instinctively we all know it applies just the same in our salons. The good news is the large companies have come up up with a formula for measuring the effects of this in a way that makes it much easier to manage the problem and when we took a look at it we saw straight away that we could also use it in our salons.
Let me explain.
What they came up with was The Bradford Factor.
It's a simple formula you can use to create a score that quantifies the impact of the persistent 'quickie sickie' offenders on your salon.
The Bradford Factor is calculated as follows:
P is the total number of periods of absence an employee has taken in the last 12 months
D is the total number of days of absence an employee has taken in the last 12 months
B is the Bradford Factor Score.
So the formula is
NUMBER OF PERIODS X NUMBER OF PERIODS X TOTAL NUMBER OF SICK DAYS IN THE LAST 52 WEEKS
Here are some 10 day example so you can what happens when you apply the formula:
Can you see how it works now?
We hope so and the next question to think about is how do you use the Bradford Factor score once you've got it?
Well you could keep a rolling 12 month score for all your employees and put a clause in your operations manual that employees scoring more than 100 points or 200 points (you just choose the limit that's right for your business) in the last 12 months would be interviewed because of your concern that they may need their hours cutting, or further training because they were obviously struggling to cope!.
The key thing is to make sure they understand you're measuring this in a new way and you're taking their score seriously.
By the way if it were us we'd be keeping the scores on a chart in the staff room as well so everyone in your team knows who the high scorers are!
The chances are you've got a salon website ... and ... sadly the chances are it's letting you down!
Because most websites are created by web designers who know how to make them look good, but have no idea how to create a site that creates a real emotional 'I want to go there' connection with visitors.
Recently I've helped quite a few of my coaching clients improve sites that have been created at great expense by professional developers by making some simple changes that have instantly made them much more compelling.
With this in mind I thought I'd give you the 3 questions I ask myself when I look at a salon website home page for the first time to see how it could be improved.
If the answer to any of these questions is NO ... then I look at what can be done quickly and easily to make the answers ... YES!
By the way the home page is by FAR the most important page on your site because it's the first page new visitors go to and if it doesn't attract them you'll lose them.
With that understood here are the questions I ask.
1. Does the homepage paint an instant picture?
Think about the reasons a potential new customer would visit your site. Mostly they want to get a sense of what it might be like to visit your salon. They subconsciously want to know if they are going to feel comfortable there.
Fly on the wall photographs or a video showing happy customers being looked after by professional staff in a busy salon are a great way of doing this.
2. Does the homepage make a promise?
Customers change salons for a reason and more often than you'd think that reason is an unmet emotional need. Based on my experience here are some of the most common unmet emotional needs that compel people to change salons ... My last hairdresser didn't listen. They took me for granted. They kept me waiting. They made me feel like an outsider.
If your website makes a promise or even better a guarantee that you'll listen, that you'll make them feel special, value their time etc you'll find it creates a very powerful magnetic force that draws new customers to you.
3. Does the homepage give proof?
There's nothing more powerful than testimonials from happy customers confirming that being a customer of your salon is exactly like it seems to be in your pictures or video AND confirming you're a salon they can trust because you keep your promises as well!
Can you see how considering these three questions would really help you connect with the sort of client who would be ideal for you ... I hope so!
If you aren’t getting the results in your business that you expect, hope and feel you deserve, ask yourself ... are you making the mistake of just thinking and talking about WHAT you do?
If you are we promise you that your potential customers will feel little or no difference between your salon and your competitors!
Because every salon owner can tell you WHAT they do but many never really understand WHAT their customers REALLY want emotionally and until you know what they really want to feel when they come in you won't know WHY your customers choose you ... again and again and again.
To help you avoid this common but expensive mistake here are three simple principles you can follow.
1. Lead by example
If you want to consistently grow your business you must personally consistently live and breathe the message that understanding and satisfying your customers emotional WHY is the reason you're in business and it must always come first.
2. Adopt a business-wide approach to delivering the message
Talk about it when you hire staff. Make sure it's an integral part of your culture, systems and standards as well. It needs to told as an emotional story at every opportunity, so it really is at the heart of your salons DNA.
3. Build a high level of internal trust
Your salon is in the relationship business and trust is the essential glue for any relationship to work. The degree to which you trust yourself and your staff and the degree to which they trust you and each other is the degree to which your customers will trust you ALL with their long term custom. You just know the second you walk in the door when you're in a high trust salon don't you, and your customers do to ... because it's in the atmosphere.
So there you have it. Three simple principles that we talk about in The Salon Owners Bible that can really make a difference to the long term success of your salon.
In this latest article about what we can do if we feel trapped, stuck in a rut, or just frustrated about what it takes to run our salons we want to give you the gift of a 20 minute video that shines a light on how your brain really works ... not how it appears to work.
Don't worry, it's not a heavy science based video. Instead it's the compelling story of a neuroscientist who tells us how she woke up one morning with a headache and had a massive stroke.
It took her hours to get help and 8 years to recover fully but what she learned about her brain and how it creates the reality we live in, has massive implications for our businesses and our lives. Unless your life is already EXACTLY how you want it to be you really should have a look and we'd love to hear your comments after you've watched it.
In our last article we promised you we'd be back to share some tips on digging yourself out of ruts you might currently be trapped in.
Our first tip is to ... Understand WHY you are in business.
It's important because when you're feeling stuck in a rut and you've forgotten why you really want to be in business it's hard to make difficult 'rut busting' decisions with any confidence ... and confidence is essential.
Here's an example of something that happened to Julie recently that will show you what we mean.
Julie says ...
"I went to a routine meeting where, out of the blue, the biggest training project I’ve ever been offered in my life was put in front of me for consideration. Initially I was over the moon, but after I’d slept on it, the nagging feeling that something wasn’t right started to surface, so I gave Simon a call and we talked it through."
"He helped me to see that the nagging feeling that something wasn’t right came from the fact that the amazing opportunity didn’t fit with my WHY … in fact it was going to take me in exactly the opposite direction and this insight left me with a big question."
"Do I stay true to my WHY ... or change direction and risk getting trapped in a lucrative project that would make me unhappy?"
"Now I could see the question clearly I was able to go through a simple process I use that helps me make the big 'rut busting' decisions in life and with your permission I’d like to share it with you."
"The first thing I do is remind myself of the words I have beautifully scrolled on the wall in my hallway;"
Learn …from Yesterday
Live …for Today
Hope …for Tomorrow
"I find these words help me focus because they remind me of the lessons I’ve learned on my life’s journey. They affirm that I can make a difference today with the decisions and actions I take. They also point to an optimistic future … which, when you think about it, is going to consist of a series of todays, isn’t it!"
"Once I’m in focus I remind myself WHY I do what I do. My WHY is my driving force, it’s my core motivation and the truth is when my goals and plans are in alignment with my WHYI find I’m unstoppable!"
"Now I’m in the zone and thinking with clarity can you see how making my decision became simple? The offer didn’t fit my WHY so my answer was going to be no … except it wasn’t!"
"Instead my answer was to ask myself another question … a special ‘think flexibly to make the most of any opportunity’ question that goes like this …"
“What would the offer have to look like to fit with my WHY?”
"Can you see why it’s a flexible question and can you also see why the answers that came from asking it led me to sitting down and creating a counter offer that not only gave them what they wanted but was also right for me."
So to summarise ... being clear on your WHY helps you make the tough 'rut busting' decisions that come before you can make meaningful change. Being clear on your WHY also makes it easier to come up with flexible solutions that make getting out of your rut even easier!
By the way … if you’re not clear about your WHY yet you might find The Salon Owners Bible a real help.
Read it and you’ll discover a clear process for revealing your WHY and some great tips for moving forward once you’ve got it.
The good news is you can download a FREE copy by going to www.thesalonownersbible.com
Your salon is either giving you the life you want … or it isn’t. It’s that simple.
If it is … then congratulations are in order because it’s actually pretty rare that this happens.
Not because getting the life you want from running your salon is difficult … it isn’t. It’s rare because most salon owners start their salons simply because they're either not happy with certain aspects of their career or because they want to please someone else.
Think back to your beginning.
Did you work for a salon owner who wanted to sell up, get out or retire and they needed someone to take the business over, so it could carry on. Because you’re already there working as an employee; and because you ‘know’ the business, you decided it was ‘safe’ to buy it.
Or were you in the same situation as above, with an owner who wanted to move on. Taking on a salon was not something you ever considered or really wanted, but now you felt under pressure to do it. Why? Because if you didn’t, everyone including you will need to find new jobs, so you buy the business.
Or maybe you were a successful stylist who got to the point where you felt worth more than any boss was prepared (or could afford) to pay you, so you left to open your own salon, so you could take control of what you earn.
Or maybe you were a successful stylist who got fed up with feeling de-motivated, and being taken for granted. Fed up with working in a bitchy atmosphere and being managed badly. Finally everything got so bad you decided to start your own salon, where you promise yourself things will be different.
Or maybe you had a client, a parent or a friend with money who kept telling you, ‘you can do it’ and was prepared to put some or all the money up. Because of their ‘belief’ in you and the fact that the money’s available, you decide to start your own salon.
So now you're in business and because in the early days you're still trying to get on top of everything ... thinking about 'what you want' would consist of getting more established, which means getting:
In fact, in the early days your focus will simply be getting your salon to ‘the point’ where it feels safe and logical to make some real ‘what you want’ decisions.
Sad Fact: Very few salon owners ever get to the point where they feel they can make those decisions.
Because typically, after somewhere between one and seven years something happens so gradually most salon owners don’t even notice! They lose sight of the point where they feel safe to think about what they want and find themselves stuck in a ‘RUT’ instead.
So most salon owners get stuck in a ‘RUT’ and a ‘RUT’ is just “A grave with the end kicked out!”
A grave is a place where the hopes, dreams and wishes of salon owners get buried too.
So what can you do about it if you've recognised you're stuck in a rut?
I'll be back next week with some powerful tips to help you dig your way out, but if you really can't wait, then download a free copy of The Salon Owners Bible by CLICKING HERE!
We hope you enjoy this visit to The Successful Salon Club Blog and if you haven't done it yet ... do make sure you click on the image above and download a FREE copy of our latest book called The Salon Owners Bible!