September 24, 2025 • 17 mins
We uncover why some salons retain clients for decades while others struggle to keep them past a first visit, revealing that strong systems create trust while weak ones create chaos.
• Five real-world salon experiences that demonstrate how missing systems damage client trust
• The critical impact of check-in systems and proper scheduling on client satisfaction
• Why consultation systems are non-negotiable for meeting client expectations
• How service recovery systems determine whether clients return after mistakes occur
• The importance of training staff with proper scripts and communication tools
• Why booking systems that maximize chair time directly impact your bottom line
• The shocking statistic that more people make it to the NFL than become six-figure beauty pros
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:01):
Here's a question for you why do some salons keep
guests for decades and otherscan't even keep them past the
first visit?
It's not price, it's not talentand it's not location, it's
systems or, more accurately, alack of systems.
(00:22):
And here's the scary part youdon't always see it happening in
your own salon because you'reused to it, but when a guest
experiences it, they see it,they feel it and they never
forget it.
And that's what this episode isall about.
We've been visiting salons,calling salons, testing the
(00:46):
guest experience, and what wesaw Wow.
Some of it was hilarious, someof us made some things made us
cringe, you know, but all of ittaught us the same thing Strong
systems create trust and weaksystems creates chaos.
Speaker 2 (01:09):
Yeah.
So buckle up, because todaywe're sharing five stories that
prove it, and I promise you'regoing to laugh, because we've
laughed too.
You might even feel a littleuncomfortable and by the end
you'll be asking yourself wherein my salon am I relying on luck
instead of systems?
Speaker 1 (01:31):
Awesome.
Okay, so let's kick it off withthis first story.
Um, you know, gosh, it wasn'tthat long ago that Jen and I
booked blowouts.
You know, we went to the samesalon at the same time and we
were thinking, gosh, this shouldbe fun, Right?
Um, except, I went back and Jenwas just sitting there and
(01:56):
sitting there and sitting thereand 30 minutes went by and
nobody even spoke to her.
They didn't come check in likehey, we're running behind.
It was literally just silence.
And finally the stylist camerunning in.
She was literally out of breath.
And she what did she say?
(02:18):
Jen?
Speaker 2 (02:19):
She was like oh my gosh, I'm so sorry I had to run
to Sam's to get all the suppliesfor the salon.
No one even told me you were onmy schedule and I remember
sitting there thinking what Wait, you're buying supplies at
Sam's in the middle of theworkday when you're supposed to
be doing hair.
(02:40):
I was so confused.
Speaker 1 (02:43):
Oh exactly.
But I think it then continuedto get a little bit worse
because they paired her with aco-stylist who, right in front
of you, said I've nevershampooed extensions before.
Like now, imagine being a brandnew guest, hearing that it's
(03:05):
like sitting in a dental chairand the assistant says you know,
I've never actually used adrill before.
But here we go.
You know, because that's reallycrazy when you think about it,
like we, jen obviously hasworked with brand new stylists,
so it wasn't as scary as itwould be to some.
(03:28):
But still, when you're payingfor a service, you know that
those are never the words thatyou want to hear or how you want
to feel in that moment.
Speaker 2 (03:38):
No, and Lindsay, I remember that was exactly how I
felt.
Um, and we don't, you know,we're not telling them, we're
stylists or salon owners, we'rejust really there to get
pampered and to learn, becauseit is a beautiful thing to test
out other things.
And I remember her asking me doyou want a Fusio dose treatment
?
Well, I knew what that was, butI was thinking, man, if I
wasn't a beauty professional orsalon owner, I wouldn't even
(04:00):
know what a Fusio is.
But I'm, of course, I'm goingto say yes, because we do like
to say yes to add-ons, becausethat's the environment that we
want to create.
And then I'll never forget, sheleaned over to her co-stylist
and she was like we don't havethe Fusios, just go ahead and
use one of those L'Oreal masks.
And so, if you think about it,like in our salon company, I was
thinking, okay, well, ourL'Oreal mask is going to be a
(04:20):
lot less expensive than a Fusiodose treatment.
So, right then, and there, likeit was a break of trust that I
was like, okay, this isn't goingso good.
And, you know, the best partwas the blowout.
You know, by the end, you'veseen that movie, I think it's
something about Mary, where herbangs are sticking straight up.
That's kind of what my bangslook like.
(04:43):
It was like little hairstaining up everywhere, little
baby hairs everywhere.
You know I called it like asprouting garden because it's
basically what it looked likeand I you know my spit wasn't
weighing it down.
There was no product in theworld that could weigh it down,
so it was definitely a differentexperience.
Speaker 1 (05:00):
Yeah, you know, and it's funny now, but in the
moment it was kind of painful,you know, like.
But here's the lesson it wasn'tabout the service itself, it
truly was the missing systems,you know, because a check-in
system would have told Jen whatwas happening, you know.
(05:21):
They would have said, hey, yourstylist is, you know, running
behind or she'll be with youshortly, or whatever that is,
you know.
And a supply system would havekept the stylist out of Sam's
during business hours, wouldhave kept the stylist out of
Sam's during business hours, youknow.
There would have been, hey, onWednesday at 9am you go to Sam's
, you know, and you don't takeguests then.
(05:42):
And a treatment system wouldhave made sure that Jen got the
Fusio dose that she was offered,because then having it changed
up and then not even having theconversation, just having it be
a behind the back conversation,you know, like, those systems,
if they were in place, like Imean, really what we just
(06:04):
thought about was imagine all ofthe money that they are leaving
on the table just becausethey're missing a couple simple
systems.
Speaker 2 (06:15):
Mm-hmm, so good, all right.
So we got another story, storynumber two for you.
It's another blowout experience.
You think?
Simple, right, actually wrong.
So we walked in and instead ofasking a single question, they
took us straight to the shampoobowl.
So, no consultation, no, what'smost important to you today?
(06:38):
Just like, here you go, I'mgoing to hose you down.
Let's do it.
Um, and I remember by the timethat we walked out, cause I kept
seeing Lindsay's hair out ofthe corner of my eyes, and then
I saw my hair in the mirror.
It's looked like we stood outor stepped out of, like a, those
little like 1987 Tindall curlsIs that what you call them?
Yeah, they were so tight, right, like little shiny ringlets,
(07:02):
like I'm thinking, like ShirleyTemple meets her senior prom.
Do you remember that, lindsay?
Speaker 1 (07:08):
I do.
It was bad, you know.
And the thing is, it's such aneasy fix, you know, because
truly, a consultation is notoptional, it's a system, you
know, and if your team doesn'thave one, they're guessing.
And when they guess they createdisappointment because
literally, they didn't askeither one of us how we wanted
(07:29):
our hair styled.
They just gave us those ShirleyTemple ringlet curls that you
were just talking about, jen, itwas.
I mean, it could have just wecould have just avoided so much
disappointment.
Speaker 2 (07:44):
Yes, oh yeah.
So much disappointment, exactlyBecause I feel like guests
don't leave because you askquestions.
They leave because you didn't.
And the best part of thosecurls questions?
They leave because you didn't.
And the best part of thosecurls they went towards the face
, not away from the face,towards the face.
So if you can picture this, itwas epic.
Speaker 1 (08:06):
I know, I think we might even have a picture
somewhere that we occasionallypull out and giggle and love.
I think yours both went towardsthe face, but I had one side
that went back and one side thatwent forward, so just like I
used to give myself curls likethat back in ninth grade, I
think.
Oh, but you know another story.
This is, you know, we're at theshampoo bowl again, but this
(08:28):
time it was Jen who paid theprice, because she leans back
and they start rinsing, but bythe end she is drenched like
soaked through shirt.
Could have rung it out, youknow.
And like do you remember that,jen?
Oh yeah, I felt.
Speaker 2 (08:48):
I felt like I had literally been in a water
balloon flight, water balloonfight with my five year old or
six year old niece.
It was wet, very wet.
Speaker 1 (08:59):
Yeah, but here's where it went from bad to worse.
They didn't even offer a towel,they didn't apologize, they
didn't acknowledge it.
They literally just kept goinglike this is fine going like
this is fine.
Speaker 2 (09:16):
Yeah, you know so good, I'm reliving the wet.
I can feel the wetness in myshirt right now.
It's so wet Got me thinking,wow, man.
And so interesting that they,you know that things happen.
That's all we're saying here.
Like I remember thinking inthat moment, hey, things happen.
I get it Like I've soakedsomebody's shirt before.
(09:36):
My team has soaked somebody'sshirt before, but it was the
silence.
I think that really just didn'tsettle well with me.
Speaker 1 (09:45):
Yeah, and that truly is the lesson, jen, because
mistakes aren't what driveguests away, it's how you handle
them.
You know salons that are stronghave a service recovery system.
They know exactly what to dowhen something goes wrong.
You know apologize, make itright, go above and beyond.
(10:08):
But weak salons they pretendlike it didn't happen and the
guest never forgets that.
Speaker 2 (10:18):
Wow, all right, so I, this one's a great story too.
I this we'll call the neverphone call, um, you probably
remember this one, lindsay.
Uh, we called a salon, and justfor research, really, you guys,
that's really what we're doingis researching to learn, um.
And we asked, we said, hey, canwe get a color and cut?
Um, they're like sure.
(10:40):
And then I said, hey, just soyou know, we do have black box
dye, um, and we want to goblonde.
And I remember the receptionist, on the other hand, and didn't
hesitate, didn't listen, didn'task any questions, and she just
says like hey, you'll never getto that goal, just like that.
You know, it was like whatthere was no curiosity, no
(11:06):
options, no encouragement.
Just like you'll never get tothat goal.
Yeah, that was so interesting,it was.
Speaker 1 (11:11):
And really it made us think like imagine if you
walked into Apple and you saidlike hey, I would love to get a
laptop today and the employeesaid you'll never afford one.
You know like you'd literallywalk right out if that happened.
Speaker 2 (11:27):
That's.
That's a good example.
I love that, lindsay, becausewords really matter.
I mean, like your team'sscripts matter, those systems
matter.
You know, even if the guestrequest is unrealistic, you know
there's a way to redirect it.
Like, hey, that will take aprocess, you know here's what we
(11:51):
can do today.
Or you know we're lookingforward to seeing what's
possible for you.
Or tell me why this isimportant to you.
Like having those scripts, likethat truly is a system.
And then again it goes back tothat guest on the other end of
the receiving call, feelingheard, feeling seen.
But like what if you just saidyou'll never get to that goal?
(12:11):
And that person truly believedthat, and then they were never
able to get the hair that theydesired.
Like it, just it doesn't addany value to their life.
And so it's really important tohave those systems and those
scripts and know how to handlethose conversations.
Speaker 1 (12:26):
It's so good, you know.
That brings us to our laststory.
You know really where we werejust trying to see.
You know, one of the biggestmissed opportunities in our
industry is productivity in asalon and like the front desk
really is the powerhouse behindthat.
(12:47):
So we called another salon tobook an appointment and the
receptionist said sure, we canget you in next week.
Um, that was like her initialgo-to, and so we asked you know,
do you have anything sooner?
And she replied um, actually,yeah, we've got something
tomorrow and we're like okay, um, that's the soonest that you
(13:08):
have available is tomorrow.
And she said I mean, do youremember like it was like mind
blowing for us, jen?
Speaker 2 (13:21):
Yeah, I remember thinking wait, what, what?
What is happening Is this earth?
Because, like I was thinking,why isn't that the first thing
that she said?
Why didn't she get more curiousand ask more questions and then
talk about like, hey, we dohave this opportunity today.
I mean by the time next weekcome if I'm a busy professional.
Speaker 1 (13:48):
I'm going to have to cancel that appointment, so that
can be a huge opportunity tolose that guest going to fill
those.
So offer those up front,because every empty chair or
table is lost revenue, andwithout a clear booking system,
one that tries to get thoseopportunities filled the
(14:11):
quickest, you're truly leavingmoney on the table.
Speaker 2 (14:15):
Yeah, so good.
So here's the big takeaway.
You guys, none of these storieswere about bad salons or bad
service providers.
Like these were talented people, but talent without systems is
chaos, if you think about it.
If you don't have those strongsystems, guests feel like
experiments, you know.
They feel forgotten,disappointed or shut down, just
(14:36):
like I did when the co-stylistsaid I've never shampooed
extensions before.
And then what happens is theydon't come back, because when
we're in that area again, thatwon't be a place that we visit
again just because of thatexperience.
But as a salon, when you dohave those strong systems in
place, guests do feel cared for,they feel important, they feel
loyal, and that's how you builda business that grows year after
(14:59):
year.
Speaker 1 (15:01):
Yeah.
So here's our challenge to youReally, take a hard look at your
salon.
You know, where are you relyingon luck instead of systems?
Where are you hoping for thebest instead of training for the
best?
And if you think gosh, you know, I don't even know how to get
(15:22):
started on this you know, goahead and text the word pro P?
R?
O to four, six, nine, two,eight, three, five, five, nine,
zero, um.
We'd love to send you some moreinformation about million dollar
beauty pro.
Um, it's our revolutionary,incredible training system
that's plug and play for yoursalon, that has live and
(15:45):
on-demand training.
Um to where?
Hey, we know you're busy.
You might still be behind thechair, uh, maybe you just rather
spend your time in a differentway.
But, um, having your teamconstantly, consistently getting
training man, what it gives tothem like they even feel better
in that moment, like they,they're like.
(16:05):
I know what to say, I'm notjust.
You know, it really is a systemto set your team up for the
best support and the best lifepossible so that they can become
million dollar beauty pros.
Speaker 2 (16:20):
Because I truly think about it.
You know, luck doesn't grow.
Your salon systems truly will,do you remember?
Just the other day, we heardthat more people are likely to
make it to the nfl than they areto become a six-figure beauty
pro.
So if you want that consistency, trust and loyalty, I know, let
that sit in for a minute.
(16:40):
It's really huge.
You're like what, jen?
What did you just say?
Yeah, the stat was um, morepeople are likely to make it
into the NFL like a pro teamthan they are to become a six
figure beauty pro.
And so that's what milliondollar beauty pro is designed
for is to take your new talent,or even your current talent, and
(17:01):
help them create a life thatpeople with years of experience
in our industry aren't evencreating right now.
Speaker 1 (17:10):
Yeah, so if you loved today's episode, go ahead and
just share it with one of yourbeauty business owning besties,
or maybe that can help createone for you.
So thank you for spending timewith us today and we look
forward to seeing you again soon.
Here's a question for you why do some salons keep
guests for decades and otherscan't even keep them past the
first visit?
It's not price, it's not talentand it's not location, it's
systems or, more accurately, alack of systems.
(00:22):
And here's the scary part youdon't always see it happening in
your own salon because you'reused to it, but when a guest
experiences it, they see it,they feel it and they never
forget it.
And that's what this episode isall about.
We've been visiting salons,calling salons, testing the
(00:46):
guest experience, and what wesaw Wow.
Some of it was hilarious, someof us made some things made us
cringe, you know, but all of ittaught us the same thing Strong
systems create trust and weaksystems creates chaos.
Speaker 2 (01:09):
Yeah.
So buckle up, because todaywe're sharing five stories that
prove it, and I promise you'regoing to laugh, because we've
laughed too.
You might even feel a littleuncomfortable and by the end
you'll be asking yourself wherein my salon am I relying on luck
instead of systems?
Speaker 1 (01:31):
Awesome.
Okay, so let's kick it off withthis first story.
Um, you know, gosh, it wasn'tthat long ago that Jen and I
booked blowouts.
You know, we went to the samesalon at the same time and we
were thinking, gosh, this shouldbe fun, Right?
Um, except, I went back and Jenwas just sitting there and
(01:56):
sitting there and sitting thereand 30 minutes went by and
nobody even spoke to her.
They didn't come check in likehey, we're running behind.
It was literally just silence.
And finally the stylist camerunning in.
She was literally out of breath.
And she what did she say?
(02:18):
Jen?
Speaker 2 (02:19):
She was like oh my gosh, I'm so sorry I had to run
to Sam's to get all the suppliesfor the salon.
No one even told me you were onmy schedule and I remember
sitting there thinking what Wait, you're buying supplies at
Sam's in the middle of theworkday when you're supposed to
be doing hair.
(02:40):
I was so confused.
Speaker 1 (02:43):
Oh exactly.
But I think it then continuedto get a little bit worse
because they paired her with aco-stylist who, right in front
of you, said I've nevershampooed extensions before.
Like now, imagine being a brandnew guest, hearing that it's
(03:05):
like sitting in a dental chairand the assistant says you know,
I've never actually used adrill before.
But here we go.
You know, because that's reallycrazy when you think about it,
like we, jen obviously hasworked with brand new stylists,
so it wasn't as scary as itwould be to some.
(03:28):
But still, when you're payingfor a service, you know that
those are never the words thatyou want to hear or how you want
to feel in that moment.
Speaker 2 (03:38):
No, and Lindsay, I remember that was exactly how I
felt.
Um, and we don't, you know,we're not telling them, we're
stylists or salon owners, we'rejust really there to get
pampered and to learn, becauseit is a beautiful thing to test
out other things.
And I remember her asking me doyou want a Fusio dose treatment
?
Well, I knew what that was, butI was thinking, man, if I
wasn't a beauty professional orsalon owner, I wouldn't even
(04:00):
know what a Fusio is.
But I'm, of course, I'm goingto say yes, because we do like
to say yes to add-ons, becausethat's the environment that we
want to create.
And then I'll never forget, sheleaned over to her co-stylist
and she was like we don't havethe Fusios, just go ahead and
use one of those L'Oreal masks.
And so, if you think about it,like in our salon company, I was
thinking, okay, well, ourL'Oreal mask is going to be a
(04:20):
lot less expensive than a Fusiodose treatment.
So, right then, and there, likeit was a break of trust that I
was like, okay, this isn't goingso good.
And, you know, the best partwas the blowout.
You know, by the end, you'veseen that movie, I think it's
something about Mary, where herbangs are sticking straight up.
That's kind of what my bangslook like.
(04:43):
It was like little hairstaining up everywhere, little
baby hairs everywhere.
You know I called it like asprouting garden because it's
basically what it looked likeand I you know my spit wasn't
weighing it down.
There was no product in theworld that could weigh it down,
so it was definitely a differentexperience.
Speaker 1 (05:00):
Yeah, you know, and it's funny now, but in the
moment it was kind of painful,you know, like.
But here's the lesson it wasn'tabout the service itself, it
truly was the missing systems,you know, because a check-in
system would have told Jen whatwas happening, you know.
(05:21):
They would have said, hey, yourstylist is, you know, running
behind or she'll be with youshortly, or whatever that is,
you know.
And a supply system would havekept the stylist out of Sam's
during business hours, wouldhave kept the stylist out of
Sam's during business hours, youknow.
There would have been, hey, onWednesday at 9am you go to Sam's
, you know, and you don't takeguests then.
(05:42):
And a treatment system wouldhave made sure that Jen got the
Fusio dose that she was offered,because then having it changed
up and then not even having theconversation, just having it be
a behind the back conversation,you know, like, those systems,
if they were in place, like Imean, really what we just
(06:04):
thought about was imagine all ofthe money that they are leaving
on the table just becausethey're missing a couple simple
systems.
Speaker 2 (06:15):
Mm-hmm, so good, all right.
So we got another story, storynumber two for you.
It's another blowout experience.
You think?
Simple, right, actually wrong.
So we walked in and instead ofasking a single question, they
took us straight to the shampoobowl.
So, no consultation, no, what'smost important to you today?
(06:38):
Just like, here you go, I'mgoing to hose you down.
Let's do it.
Um, and I remember by the timethat we walked out, cause I kept
seeing Lindsay's hair out ofthe corner of my eyes, and then
I saw my hair in the mirror.
It's looked like we stood outor stepped out of, like a, those
little like 1987 Tindall curlsIs that what you call them?
Yeah, they were so tight, right, like little shiny ringlets,
(07:02):
like I'm thinking, like ShirleyTemple meets her senior prom.
Do you remember that, lindsay?
Speaker 1 (07:08):
I do.
It was bad, you know.
And the thing is, it's such aneasy fix, you know, because
truly, a consultation is notoptional, it's a system, you
know, and if your team doesn'thave one, they're guessing.
And when they guess they createdisappointment because
literally, they didn't askeither one of us how we wanted
(07:29):
our hair styled.
They just gave us those ShirleyTemple ringlet curls that you
were just talking about, jen, itwas.
I mean, it could have just wecould have just avoided so much
disappointment.
Speaker 2 (07:44):
Yes, oh yeah.
So much disappointment, exactlyBecause I feel like guests
don't leave because you askquestions.
They leave because you didn't.
And the best part of thosecurls questions?
They leave because you didn't.
And the best part of thosecurls they went towards the face
, not away from the face,towards the face.
So if you can picture this, itwas epic.
Speaker 1 (08:06):
I know, I think we might even have a picture
somewhere that we occasionallypull out and giggle and love.
I think yours both went towardsthe face, but I had one side
that went back and one side thatwent forward, so just like I
used to give myself curls likethat back in ninth grade, I
think.
Oh, but you know another story.
This is, you know, we're at theshampoo bowl again, but this
(08:28):
time it was Jen who paid theprice, because she leans back
and they start rinsing, but bythe end she is drenched like
soaked through shirt.
Could have rung it out, youknow.
And like do you remember that,jen?
Oh yeah, I felt.
Speaker 2 (08:48):
I felt like I had literally been in a water
balloon flight, water balloonfight with my five year old or
six year old niece.
It was wet, very wet.
Speaker 1 (08:59):
Yeah, but here's where it went from bad to worse.
They didn't even offer a towel,they didn't apologize, they
didn't acknowledge it.
They literally just kept goinglike this is fine going like
this is fine.
Speaker 2 (09:16):
Yeah, you know so good, I'm reliving the wet.
I can feel the wetness in myshirt right now.
It's so wet Got me thinking,wow, man.
And so interesting that they,you know that things happen.
That's all we're saying here.
Like I remember thinking inthat moment, hey, things happen.
I get it Like I've soakedsomebody's shirt before.
(09:36):
My team has soaked somebody'sshirt before, but it was the
silence.
I think that really just didn'tsettle well with me.
Speaker 1 (09:45):
Yeah, and that truly is the lesson, jen, because
mistakes aren't what driveguests away, it's how you handle
them.
You know salons that are stronghave a service recovery system.
They know exactly what to dowhen something goes wrong.
You know apologize, make itright, go above and beyond.
(10:08):
But weak salons they pretendlike it didn't happen and the
guest never forgets that.
Speaker 2 (10:18):
Wow, all right, so I, this one's a great story too.
I this we'll call the neverphone call, um, you probably
remember this one, lindsay.
Uh, we called a salon, and justfor research, really, you guys,
that's really what we're doingis researching to learn, um.
And we asked, we said, hey, canwe get a color and cut?
Um, they're like sure.
(10:40):
And then I said, hey, just soyou know, we do have black box
dye, um, and we want to goblonde.
And I remember the receptionist, on the other hand, and didn't
hesitate, didn't listen, didn'task any questions, and she just
says like hey, you'll never getto that goal, just like that.
You know, it was like whatthere was no curiosity, no
(11:06):
options, no encouragement.
Just like you'll never get tothat goal.
Yeah, that was so interesting,it was.
Speaker 1 (11:11):
And really it made us think like imagine if you
walked into Apple and you saidlike hey, I would love to get a
laptop today and the employeesaid you'll never afford one.
You know like you'd literallywalk right out if that happened.
Speaker 2 (11:27):
That's.
That's a good example.
I love that, lindsay, becausewords really matter.
I mean, like your team'sscripts matter, those systems
matter.
You know, even if the guestrequest is unrealistic, you know
there's a way to redirect it.
Like, hey, that will take aprocess, you know here's what we
(11:51):
can do today.
Or you know we're lookingforward to seeing what's
possible for you.
Or tell me why this isimportant to you.
Like having those scripts, likethat truly is a system.
And then again it goes back tothat guest on the other end of
the receiving call, feelingheard, feeling seen.
But like what if you just saidyou'll never get to that goal?
(12:11):
And that person truly believedthat, and then they were never
able to get the hair that theydesired.
Like it, just it doesn't addany value to their life.
And so it's really important tohave those systems and those
scripts and know how to handlethose conversations.
Speaker 1 (12:26):
It's so good, you know.
That brings us to our laststory.
You know really where we werejust trying to see.
You know, one of the biggestmissed opportunities in our
industry is productivity in asalon and like the front desk
really is the powerhouse behindthat.
(12:47):
So we called another salon tobook an appointment and the
receptionist said sure, we canget you in next week.
Um, that was like her initialgo-to, and so we asked you know,
do you have anything sooner?
And she replied um, actually,yeah, we've got something
tomorrow and we're like okay, um, that's the soonest that you
(13:08):
have available is tomorrow.
And she said I mean, do youremember like it was like mind
blowing for us, jen?
Speaker 2 (13:21):
Yeah, I remember thinking wait, what, what?
What is happening Is this earth?
Because, like I was thinking,why isn't that the first thing
that she said?
Why didn't she get more curiousand ask more questions and then
talk about like, hey, we dohave this opportunity today.
I mean by the time next weekcome if I'm a busy professional.
Speaker 1 (13:48):
I'm going to have to cancel that appointment, so that
can be a huge opportunity tolose that guest going to fill
those.
So offer those up front,because every empty chair or
table is lost revenue, andwithout a clear booking system,
one that tries to get thoseopportunities filled the
(14:11):
quickest, you're truly leavingmoney on the table.
Speaker 2 (14:15):
Yeah, so good.
So here's the big takeaway.
You guys, none of these storieswere about bad salons or bad
service providers.
Like these were talented people, but talent without systems is
chaos, if you think about it.
If you don't have those strongsystems, guests feel like
experiments, you know.
They feel forgotten,disappointed or shut down, just
(14:36):
like I did when the co-stylistsaid I've never shampooed
extensions before.
And then what happens is theydon't come back, because when
we're in that area again, thatwon't be a place that we visit
again just because of thatexperience.
But as a salon, when you dohave those strong systems in
place, guests do feel cared for,they feel important, they feel
loyal, and that's how you builda business that grows year after
(14:59):
year.
Speaker 1 (15:01):
Yeah.
So here's our challenge to youReally, take a hard look at your
salon.
You know, where are you relyingon luck instead of systems?
Where are you hoping for thebest instead of training for the
best?
And if you think gosh, you know, I don't even know how to get
(15:22):
started on this you know, goahead and text the word pro P?
R?
O to four, six, nine, two,eight, three, five, five, nine,
zero, um.
We'd love to send you some moreinformation about million dollar
beauty pro.
Um, it's our revolutionary,incredible training system
that's plug and play for yoursalon, that has live and
(15:45):
on-demand training.
Um to where?
Hey, we know you're busy.
You might still be behind thechair, uh, maybe you just rather
spend your time in a differentway.
But, um, having your teamconstantly, consistently getting
training man, what it gives tothem like they even feel better
in that moment, like they,they're like.
(16:05):
I know what to say, I'm notjust.
You know, it really is a systemto set your team up for the
best support and the best lifepossible so that they can become
million dollar beauty pros.
Speaker 2 (16:20):
Because I truly think about it.
You know, luck doesn't grow.
Your salon systems truly will,do you remember?
Just the other day, we heardthat more people are likely to
make it to the nfl than they areto become a six-figure beauty
pro.
So if you want that consistency, trust and loyalty, I know, let
that sit in for a minute.
(16:40):
It's really huge.
You're like what, jen?
What did you just say?
Yeah, the stat was um, morepeople are likely to make it
into the NFL like a pro teamthan they are to become a six
figure beauty pro.
And so that's what milliondollar beauty pro is designed
for is to take your new talent,or even your current talent, and
(17:01):
help them create a life thatpeople with years of experience
in our industry aren't evencreating right now.
Speaker 1 (17:10):
Yeah, so if you loved today's episode, go ahead and
just share it with one of yourbeauty business owning besties,
or maybe that can help createone for you.
So thank you for spending timewith us today and we look
forward to seeing you again soon.
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