Spotlight on Good People by Robert of Philadelphia
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Spotlight on Good People by Robert of Philadelphia
Will Stylist Sales affect their paycheck?
Does a hair stylist need to sell more to make more in our Salons?
How are Salon RE-dos handled
What about Salon refunds
News and Support for Salons
An industry with one of the highest failure rates. Here we share the latest challenges, struggles and some solutions
4 decades in the Beauty Business. A family business. We have a team of 60 at 3 locations (more than that if you count our remote team managing the call flow)
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Hi, thank you so much for tuning in. Welcome back to another episode, mini episode of one of our podcasts where we talk a little bit about the salon industry and some things that we're doing that are a little bit different in the industry that make us unique or that have us be set apart from the others in the way that we do things. Some of the things are, you know, how people are paid. So we're going to talk about that here. And if there's anything else you'd like to hear us talk about or any feedback you want to give us or anything you'd like to talk to us about, please feel free to leave a comment in the video or contact us directly. We'd love to hear from you and love to help in any way we can. Thanks for tuning in. Enjoy. Oh, good. So we went to get Michelle's ring cleaned where we got it at the Diamond District. And one of the things they kept telling us when we bought it, that was that they're not on commission. They're not commissioned salespeople. And we went back to have it adjusted. And the original guy who sold it to us, he's the general manager. He's been there a while. And he said he was unavailable. So he put us on to somebody else. And the person he put us on to was, you know, talking about other options we had for it because she wants to have a... I forget what they're called. Some type of ring. I don't know what it's called now. It's like another band, but it has diamonds on it. They're kind of a newer thing. And she was talking to him about having it put on, made a certain way from her mom's earrings. And he said that they don't put the diamonds all the way around They're only meant to be worn for a little while. They're only meant to be worn by movie stars who wave a lot. And then they take them off. So they're not like a regular wear ring because there's too many, it's too uncomfortable. It's too many diamonds around it. Like it can't fit between your fingers the way it's made. Anyway, that was just part of the story. But the main thing he kept saying was that he is not, like whatever we buy or whatever we do, he's not a commissioned salesperson. None of them are. So they don't, we can't change their pay by whatever they buy. He told us that a couple of times. That was just interesting how he said it because he was actually telling us not to buy an upgraded one or not to spend more. But he said specifically that you can't change my pay. And I thought that was interesting because people don't know that about us because we get accused of that sometimes when they think there's a big ticket or whatever it is. They think, oh, well... because they had to pay so much that that stylist was upselling them or whatever just never heard it worded that way
SPEAKER_01:um it was funny last week we had a guest who originally went to chris like back in january and chris said no you don't need foils go home like no i'm not gonna you don't need it so i'm not doing it so she went home Then it was like last week she called and she was like, I know I need foils now. I need foils. Let me get in with Chris. Well, I can't get you in with Chris this week. It's not happening. I'm sorry. So I was like, well, come to the village. You come see me at the village. So she came to the village and she went to Maggie and Maggie was like, No, you still don't need foils. So how, you know, that's been months. I don't know if her hair's growing really slow, but she literally didn't have like, or she was had like whiter hair. So there wasn't a huge, you know, uh, but it was funny because Maggie could have done foils. There's no reason why she couldn't have, she could have made it, done it, but why do it if you don't need it? That's preserving the integrity of the hair, which, um, in this industry, um, oftentimes doesn't always happen. You know, it's like, what can I sell you? In
SPEAKER_00:a lot of cases. I think that's the perception of it too. I think, you know, whether or not the stylist has, is protecting the integrity of the hair or not, the perception always is that, you know, I'm going to be upsold. That's the perception the nature of people anyway to think that they're going to try to sell me something, but definitely doesn't affect a stylist in our company at all. It affects them in no way for them to do a service that increases the sales. The ultimate thing is that most people may not be aware of is that they do everything that they can to to make their hair beautiful, to give them the outcome that they want and to make them happy. And that will affect their pay by them wanting to come back to the salon and being retained in our company rather than how much they sell or how many dollars they leave with us. So just something that I don't think is commonly known. And they really accentuated it at Diamond District. I mean, he really made it a point to communicate that to us. As well as, because it was interesting having this other salesperson, as well as the salesperson sharing with us the history, the sourcing, their brand, and how long they've been in business, and how long he's worked there, and his role in the company, and just a lot of sharing of interesting, personalized information about the company and the organization, just how they separate themselves, how they're different, and why they're different. To be communicating that, because it's just not common. I never
SPEAKER_01:even would have gotten that about there. I never would have known what you just told me. That's one of those things that you typically just always assume. Sure. And the same thing goes in our business as well, where if a stylist is not capable of doing what somebody's asked to do, they're not just going to do it because they have to. If it's not a thing, like somebody walks in and wants a balayage and that person does not specialize in balayage, you know, rather than just throwing it on there, making it work, you know, they're able to direct them, direct somebody in the right direction that can do it.
SPEAKER_02:to
SPEAKER_01:ensure the guest is happy. So it ensures the guest comes back either way. You know what I mean?
SPEAKER_00:Yeah. And they're not going to lose anything by not doing that service for that time. Our team, anyone on our team is not going to be not compensated or not paid for that time because they weren't producing sales in that time period. So it doesn't affect them in that way. It's okay for them to refer them to somebody who's or that that's their expertise or it's something that they're passionate about rather than be forced to do something that maybe they're not the best at and maybe won't make the guest happy. And I don't know that that's always really communicated or that people really know that because in this industry, as it has been standard across the board for many, many years, it has been the more you sell, the more you make. And that only it's if they're not on commission, they're totally their own salesperson. So all their sales are directly affect their paycheck every week, all the time. So just an interesting observation about another industry, which I didn't expect it to be that way because, of course, I thought, you know, they're naturally going to be upselling us or upgrading us. And none of them were doing that at all. In fact, they were talking about certain things. I would have
SPEAKER_01:thought the same exact thing, you know.
SPEAKER_00:Yeah. Yeah, it was interesting. And to continue the conversation of separating us and keep that in conversation with people about why and what it is that makes us different.
SPEAKER_01:even with redos um like on saturday i had a redo scheduled and the stylist wasn't coming in so i had to and the lady needed her hair done that day she wanted it done so um i was i we got her in with actually a top color specialist you know and robin doesn't have to worry about if you know robin doesn't have to worry about if she's going to get paid to do it like why would you want to do somebody else's redo um but why would you want to and she does not she didn't even worry she worked with me to get the woman in so it's very helpful in that area as well it's a big difference and they don't even realize too When I have somebody unhappy and I have to refund them a lot of the time, like, I mean, I'll refund them just to ensure they're happy. Like, what can I do if you didn't have if we didn't make the mark and we didn't make you happy? I don't want you to pay for it. You know, like if that ever happens, a lot of time I notice the guest is like, well, they're not going to get paid. And that's in explaining to them, like, yes, they do still get paid and all of our services are guaranteed. So, yeah.
SPEAKER_00:Yeah, and it gives us the ability to do that. Where, you know, we see in the debates a lot of times with other salons where there's a very big problem with when there is a redo in a salon, especially if it's a... Well, they call them salons, but especially if it's a booth rental type salon and there needs to be a redo or even a commission salon where they say, okay, stylist, yeah, you did this. The customer didn't like it. We're going to take all those sales away from you. We're going to give them to the other styles who redoes it. So you have money taken away, which creates another issue because then you've got to deal with, well, they're losing part of their paycheck. okay, they didn't make the guest happy. That's correct. We should make them happy and give them to somebody, but it creates a rift within the environment of the salon because now they weren't given the opportunity to redo it. Maybe the guest didn't want them to redo it. Maybe they wanted to go to somebody else. Um, so, you know, you could get some resentment within a couple of stylists that way too, where, um, there's that competition and it, it, when in, In this case, it doesn't affect anyone. It's okay. We just want the guest to be happy. And that being the ultimate goal enables us to do that, which is, again, one of those other things that separates us and makes our way we do it. We're not saying it's the best way or the only way. It's our way and it works for us. But it definitely is a distinction from so many of these other salons now who are moving over to this new model of every man for himself, everybody's a 1099, everybody's a separate employee, not employee, everybody's a subcontractor, so that there is no, well, if I don't like my service, I can get a refund or I can go to somebody else. It's not how the industry is going. It's not the way the industry is going, sadly. But that's one of the points that differentiates us, too. It's a good example from the one you had on Saturday, and it happens all the time. I mean, we want them to be able to communicate to us that, They didn't love it. Please let us know so that we can make it right.
SPEAKER_01:Or communicate that you don't like, if you don't like your style, you know, at my nail place, I, um, with the girl I was seeing went on maternity leave and I started seeing another girl. So then when I, the nail tech came back from maternity leave, they wanted me to go back to her, and I didn't want to hurt anybody's, you know, I'm very like, oh, I don't want to hurt your feelings, which I'm sure many other people are just like me, but they were like, okay, now your nail tech's back, you have to go back to her, and I was like, well, I kind of want to, you know, and I just noticed the Even from the nail tech that I had. The new nail tech was like, okay, well, your nail tech's back. Why can't I go stay with you? Why do I have to go back to her? Because it's that kind of... It's just the difference. And then for people like me who don't speak out, it's awkward.
SPEAKER_00:Yeah, well, and that brings something else up that's a really big key point is... that sometimes people like to make changes. And in this business, oftentimes I think to change stylists in a salon, they have to go to another salon because there is going to be that thing you pointed out right there. Oh, you have to stay with your stylist. Well, you tried somebody else and maybe they work better at the nail place or you like them better and you want to stay or they, you know, you have a relatedness that you like that's better. You don't want to feel bad about making that switch. And it's okay. You know, it doesn't affect, in our culture, it doesn't affect the other stylists. Now, maybe they liked doing your hair and they wanted to do your hair, but at the same time, it's not going to cause any financial rift because you're now going with somebody else within that culture. At least they stayed in the building. They stayed with the same company. And you don't need to feel uncomfortable about making a switch. In fact, we... Clients move around all the time. They'll move around from location to location, right? They'll go to different locations. All the
SPEAKER_01:time. I mean, I can't tell you even this season. I feel like one of the most insane seasons, busy-wise, ever in a long time. And all the time when they can't get in at another location, it's so easy to just be like, oh, well, I can get you in over here. It happens all the time. And you don't have to wait. three weeks to get it if you can't get it in and you need this week like let me see what they recommend what other stylists they recommend you know what I mean so it's at least there's that option
SPEAKER_00:always yeah it was to stay within our our culture of salons our group yeah that's that's all that's what I wanted to just talk about for a minute just a little brief It's been one of those things that differentiates us. And
SPEAKER_02:I got to see my
SPEAKER_00:dad. My baby girl, yeah. You look beautiful, by the way. Even though you weren't even prepared for the talk, as you said, or prepared. I know you like to get your blowouts.
SPEAKER_01:I haven't had any blowouts lately because it's been too crazy. But I'm getting my hair done tomorrow.
SPEAKER_00:Okay, well, it looks beautiful. My
SPEAKER_01:extensions.
SPEAKER_00:Oh, it's a Christy visit. Nice.
SPEAKER_01:Yes, yes.
SPEAKER_00:Beautiful. Your teeth look
SPEAKER_01:nice. I'm making it work. It's funny. She was like, I was scheduled Friday, and she was like, I can't do Friday, but I can make tomorrow work. And I was like, oh, okay. I don't know. I'll figure it out. I'll get coverage. I'm coming to see you. That's important. I'm excited. I'll make it work.
SPEAKER_00:Yeah, you don't get many opportunities. That's a special one when you get in with her.
SPEAKER_01:Yeah. No, I feel I'm in a great place. place. And just the last thing, I'm learning for myself the real definition of leading and being a leader and how what I do impacts other people. And I can be a leader that somebody looks up to or like, what impact am I having on other people? And just being aware of my actions. And I feel the best I've felt in like my whole life. So I don't
SPEAKER_00:know. Well, that's obvious. I played a little bit of a clip that we had from the last time we did a cast podcast conversation together. And there were like three in a row of those three weeks in a row of conversations. Well, we failed. Well, I failed. Well, we started this exercise plan and something got in the way. Well, this got, this happened or that happened or, Oh yeah, I ate cheeseburgers or, Oh yeah, whatever it was. And it was a series of failures. So now, um, happy to report that, um, you know, probably going on, is it over two months? Maybe.
SPEAKER_01:Yeah. I mean, I'm not, I feel like I'm not like losing weight, like crazy, but, um, I don't want the mission to be to lose weight. Like I just want to take care and nurture my body. We only have one body, you know? And I never realized how much everything I put in my body affects me and my mind and physical activity makes changes my life. My dad always told me that. And I was like, oh, I'm not doing what you do, dude. But yeah. I feel I can actually like make it through a workout without, I mean, I still die, but I don't like, I can actually do it instead of like stopping in the middle and take, you know, I can do it. It's, it's super rewarding to see your progress and strength.
SPEAKER_00:Yeah. And there's just something about what it does because if we, I know for myself, if I don't have that outlet of, of, some form of exercise where I'm pushing my body to exhaustion, I guess, or beyond my regular limits because I need that. And then it helps clear my head. It really clears so much of the clutter out, the self-talk, the negativity, the self-doubt, and gives me so much peace. And I have to have that component because there's nothing like when you finish one of those workouts... Um, that feeling that you have, uh, that it's when it's over the, it's almost like a high. It is. And, uh, it helps carry your, um, it helps you be more present. It helps me be more present anyway, and, uh, be able to serve others because you talk about leading and really what we do as leaders is our role is serving. If we're there to serve the others, um, instead of,
SPEAKER_01:right. Like it's not 10 other places, um, It's like, what am I doing in this moment to make a difference? And am I surrounding myself with people that have the same mission as I do? And being around those people, even having healthy people in your life makes such a huge difference. But even Robert's been working out. And Jasmine told him he looks buff.
SPEAKER_00:Yeah, you're bro. Yeah, no, it becomes infectious too, but more people doing it around you. And like you said, people up to the same thing. It helps support your mission and what you're up to. And you got to take care of yourself. You can't do anything for anybody else if you're not taking care of you. Right. And you don't feel good about yourself.
SPEAKER_01:With my kids, I was trying to take care of... everything on my plate but i feel like i wasn't even being effective at it because i was like trying to swallow a whale without dealing with everything you know i can't take care of everything if i'm not taking care of me so
SPEAKER_00:yeah if you're not in a good place you're not going to be effective with anything
SPEAKER_01:yeah So good progress.
SPEAKER_00:Well, congratulations. Yeah. Much different results than how we were stumbling along in those last conversations. But it's good to see.
SPEAKER_01:Yeah.
SPEAKER_00:It was like a year ago. Is that what you're going
SPEAKER_01:to say? It's good to have. It's good to have.
SPEAKER_00:Yeah. Well, it was. However long ago it was, it was we were in this, both of us, you know, just we were.
SPEAKER_01:Every single time we would talk, we'd be like. In the same struggle. Okay.
SPEAKER_00:Yeah. Yeah. I mean, it was the same thing, the same thing that everybody deals with in life, just like, okay, got to get on track, got to get on track, got to get on track. We're not on track, but we were recording it and saying, are we on track? No, we're not. We failed again. We failed again, which is life, you know, that's quick. So it's kind of cool now to see that fast forward to this point and look back on there and say, okay, well, our wellbeing is being taken care of. And, you know, and I
SPEAKER_01:feel like you have to be, uh, for me, I had to be in that place where I was ready, uh, You have to be there or else it's not effective.
SPEAKER_00:Yeah, and you have to restructure your life. You have to restructure your life around that. It can't be a secondary thing. It has to be the primary thing that occurs for you in your day, like tinkering, well-being, or getting to the gym or getting to the... What is it called? What is it? Burn. Getting to burn. Is that what you do?
SPEAKER_01:Yeah, and all those girls are so lovely and kind and... uplifting that makes a big difference too mckenzie's awesome
SPEAKER_02:so
SPEAKER_00:yeah she's an inspiration yeah yeah cool well much better to
SPEAKER_01:be around everywhere still and i watch what i follow mckenzie around everywhere still and i'm like okay i don't know i totally didn't hear what this she just said can you do it again and then she'll show me and i'm like And she doesn't get impatient with me. She's excited to show me. So she's super helpful. I love her.
SPEAKER_00:Yeah, she's a great mentor for you. That's awesome. I'm proud of you. Very cool. Good stuff. All righty. Thank you for making time for this. Thanks for hanging
SPEAKER_01:out. I'm on the phones right now, and I'm watching the voicemails coming, so I probably should go answer them.
SPEAKER_00:Okay. All right, good. Well, tell everybody I said hi that you talked to the next person that you were on the phone with me. Tell them thank you for calling. I love you. See you later.
SPEAKER_01:All right. Love you. Bye.
UNKNOWN:Bye.
