QUESTION: Staff who are engaged and motivated are more likely to be committed to a salon. How do you identify each staff member’s unique driver and what incentives are available to salon staff to reward their efforts for the benefit of the business?
LEARNING: Driving staff loyalty is fundamental.
Cameron said retention and loyalty meant two different things, and he was not necessarily concerned about retention. “Engaging your team to be part of something, and be loyal to the cause, is really driving passion. If someone’s loyal, they’re not going to leave anyway.”
Roman said it was important to look at the re-booking ratio of a salon, while Rory said it was sometimes better to let a staff member go, because “if they go loyal, sometimes they come back”.
Gillian said “it’s all about relationships” while Tina said she enabled her staff members’ roles to change, so they could move through the business.
Stacey said she both praised and rewarded her staff because “how you treat your staff comes back tenfold”, while Suzana said her staff were like her children: “You need to give to them, you need to be tough, you need to praise them”.
Watch the video for more successful strategies discussed.
Many thanks to our participants Tina Copland from Jax Wax Australia, Kelly Dermody from Ivy Skin, Cameron Campbell from Marque of Brands, Stacey Manning from Malibu Spray, Roman Garai from Advanced Beauty Australia, Suzana Ruzinov from Swissotel Spa, Rory Houston from Linda Meredith Skincare and Gillian Adams from Gillian Adams Salon & Spa.
FULL ROUNDTABLE #2 VIDEO LIST: