August 20, 2025 • 20 mins
Most salon owners conduct superficial interviews that fail to reveal who candidates truly are, while intentional interviews uncover thinking patterns and cultural fit that predict long-term success.
• Traditional interview questions only reveal who candidates want you to believe they are
• You can teach technical skills but cannot teach someone how to think
• Pre-interview tasks reveal character and work ethic before the formal interview
• Scenario-based questions uncover problem-solving abilities and values alignment
• For beauty pros, ask how they'd handle creative freedom or unhappy clients
• Guest care questions should focus on prioritization and guest experience enhancement
• Leadership questions should reveal philosophy about developing people versus hitting goals
• Every wrong hire costs in culture, energy and guest experience, not just payroll
• The way you build your team directly impacts how you build your future
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:01):
Welcome back to another episode of the Salon
Success Secrets Podcast.
Today we're diving intosomething that every salon owner
thinks they know how to do, butmost are getting it wrong.
And we're talking aboutinterviews and not just sit
across from me tell me aboutyourself.
(00:23):
Interviews, I mean intentionalinterviews, the kind that reveal
who a person really is, howthey think and whether or not
they belong in your salonculture.
Speaker 2 (00:37):
Yeah, so good?
Because, let's be honest, youcan teach someone how to
balayage, or you can teach themhow to run a front desk system,
but you cannot teach someone howto think.
Isn't that so freeing when youthink about that, and if you
miss this or that part in thehiring process like you'll spend
(01:00):
the next year or even longer.
I've been there trying to fixsomeone who never should have
been on your payroll in thefirst place.
So stay with us because by theend of this episode, we're going
to show you exactly how tocreate an intentional interview
process that saves you stress,it reveals character and
(01:21):
attracts the right people foryour salon team, and we're also
going to tell you how you canjoin us inside the salons.
It's a success secretsthree-day challenge, the same
challenge that Alicia joinedafter 14 years in business.
Yes, you heard that right 14years in business and within one
month, she doubled her income.
Speaker 1 (01:42):
Wow, so good.
I still am cheering Alicia on.
That's so cool.
But first let's talk about whymost salon owners are doing this
all wrong.
You know, do you guys rememberCaitlin Upton?
She was Miss Teen USA 2007.
You know, she walked on stage.
(02:03):
She had a sparkly sash, therewas bright lights.
You know, millions of peoplewere watching and she got the
question.
It was recent polls show.
One fifth of Americans can'tlocate the U?
S on a map.
Why do you think that is?
And her answer?
(02:23):
Her answer was infamous.
It was, I personally believe,help the US, help South Africa,
iraq.
You guys, it was definitelyinfamous, you know, because she
(02:56):
froze and she rambled and theworld saw who she really was
under pressure.
You know, here's the thing, youguys.
I don't want you to miss this,because Caitlin is actually a
very bright woman.
You know, later she clarifiedin interviews, but in that
moment we saw how she thought,or didn't think, under pressure,
(03:20):
you know, and isn't that whatan interview is?
It's not just about memorizedanswers, you know, and isn't
that what an interview is?
It's not just about memorizedanswers, you guys.
It's about revealing someone'sclarity, their problem solving,
their confidence, their heart,you know.
So my question to you is thisare your interviews designed to
(03:42):
reveal who someone really is, orare they just going through the
motions?
Speaker 2 (03:50):
Yeah, because here's the truth about interviews.
Most salon owners ask questionslike tell me about yourself,
lindsay?
Or why do you want to work here?
Or like what's your biggeststrength and weakness?
Now, those questions not thatthey're terrible questions, but
they're just surface levelquestions.
They don't really tell you whosomeone is.
(04:12):
They tell you who they want youto believe they are, and so
when you think about it, do youreally need to know how do they
think?
What we really need to know?
Let me back up.
I get so excited I changed,flipped my words there.
Like we really need to know.
Like, how do they think?
How do they problem solve, howdo they react under pressure and
(04:34):
how do they treat people whenno one's watching?
Isn't that so different betweenlike why do you want to work
here?
Versus if you can really relateto that person and understand
how do they think?
Man, because if you get theanswer and you're like man,
that's not a great answer.
That really doesn't align withus.
That doesn't really align withour salon culture.
(04:56):
No amount of training is goingto fix that.
Speaker 1 (05:01):
Man, I love that.
I really do.
Just think it is so powerfulwhen you think you know.
You interviews are meant toreveal how someone thinks,
because you can't teach someonehow to think.
You know, and so we.
One thing that we've alsorevealed is the power of tasks
before interviews.
You know, this is one of themost powerful things you can do
(05:24):
is to give someone a task beforethe final interview.
You might be thinking why do Iwant to do that?
You know, because how theyapproach the task reveals more
than their answers ever could.
For example, you might givethem like a small project, you
know, like reading through yourhospitality scripts, you know,
(05:46):
and and and then showing up to,to, you know, show off the
greeting for a new guest, um,you know.
Or you ask them to researchyour salon and bring three ideas
they use to make, you know, theexperience unforgettable.
You know, and the truth is, ifthey're too good to do the task
without getting paid, that's ared flag.
(06:08):
You know.
If they procrastinate or bringit in, sloppy red flag.
You know.
If they approach it withexcitement, with creativity,
with respect, that's gold, youguys.
I think it's also important toset it up, you know.
Hey, this isn't school, thisisn't pass fail, you know,
(06:29):
because it doesn't meaneverybody has to nail it every
time.
You know, sometimes people getalmost like test anxiety, um,
but seeing who they are in thatmoment, like do they give up?
Or do they say, hey, you know,I'm going to, I'm going to power
through this and acknowledgehey, I might've missed a few
words and you know, if you giveme a little bit more time to
practice, um, I promise you allnail this.
(06:51):
It's important to me.
I see why it's important tothis company.
Like, there's so many thingsthat you can be looking for, but
you want to see how are theyapproaching it.
Is it somebody that you couldpotentially work with?
Speaker 2 (07:03):
It's so good, lindsay .
This brings me back to aninterview actually we just had.
It was for a hospitality hostposition, and we do give them a
small script that we do invitethem to review.
They don't have to memorize it.
Like you said, it doesn't haveto be perfect.
This is not pass or fail, butwe just want to see that they
can follow.
How do they think about thescript?
Can they follow it a little bit?
Can they duplicate a little bitand bless her a little bit and
(07:31):
bless her Like she, she, shedidn't even say the none of the
words, like she, just.
I even said you can read offthe script.
After the first one I knew itwasn't going well.
I said you can, you can readoff the sheet.
She's still on.
The second question made up herown and that was so good
because it doesn't make you knowher a bad person.
She's just I.
We know because we followsystems, we follow processes and
we got to have people that canreally think to a high degree.
It just gave me the insightthat I needed to know hey,
(07:57):
she'll do great things, but it'sjust not going to be here at
our company, because if she'salready struggling to duplicate
off a sheet that we just said.
Just read it.
Just read it.
She can't even do that.
That's going to show up, in all, probably a lot of the aspects
that she does inside of hersalon company.
Speaker 1 (08:09):
Man that's powerful, jen, you know, I think there are
some great questions that wecould be asking.
You know, that can also revealso much about a person.
So let's get specific.
Here are some intentionalinterview questions you can use
that will actually reveal howsomeone thinks.
You know some great ones forbeauty pros would be like a
(08:32):
client sits in your chair andsays do whatever you want.
How do you decide what to do?
You know, I think this is sorevealing because that is, you
know, the one thing that gives.
That gives beauty pros so muchanxiety when people say do
whatever you want.
But if you can start to see, youknow, again, doesn't have to be
(08:55):
a perfect answer, you know, ifyou can start to see, well, I
would maybe look at their skintone, or I would maybe ask them
some questions about theirlifestyle.
Or, you know, when they startto ask some questions that you
know could reveal how they wouldapproach it, um, I think that's
amazing because, like if theyright away say you know, shut
(09:17):
down.
They're like I don't even know,I wouldn't even know what to do
.
You know, um, of course, you'regoing to teach them so many
incredible things while they'reinside of your in-house master's
program, um, you know, and if,if you don't already have an
amazing system around that,definitely check out million
dollar beauty pro, because weare seeing incredible results
(09:39):
already.
It's just in the test phase,but, man, um, you know, that's
going to be a revolutionizinggame changer for our industry,
you know.
So you'll teach them how to doit.
But if you start to see like,hey, they want to problem solve,
they want to look for asolution, they want to help
their clients, that's, that'sgold, you know, like that's a,
(10:02):
that's a either a yellow lightor a green light you know to to
move forward with that person,you know.
And I think another greatquestion for a beauty pro would
be like if a client was unhappywith their service, how would
you handle it in that moment?
You know, because that man, Ithink that that's one of the
(10:22):
most powerful things like thatwe can teach.
A new beauty pro on our team islike hey, at some point you're
going to have an unhappy guestand that's okay, you know, but
it's how we handle it thatmatters the most.
And if we're making sure thatwe're harvesting those lessons
that we need to move forward sowe don't stay stuck in that
(10:43):
classroom.
Like you know, if you keepgetting somebody who's unhappy,
you know like they thought theirhair was going to be lighter
and it.
You know we don't want anythingto ever become a pattern.
We want to learn from thingsand move on.
So just seeing how do theythink about that is huge.
You know I it's so revealingsome of these questions with
(11:04):
their thought pattern.
Speaker 2 (11:06):
Yeah, I love that.
So we can now move on to likeguest care and front desk as
well.
And if you see me over hereswatting something, don't worry,
it's just a fly trying to get agood interview, because he is
flying along, he's excited forhis interview, so just ignore me
if you're watching this live.
So we move into guest care.
(11:27):
You know you want to askquestions such as like hey, if
two guests walk in at the sametime and both need you, how do
you decide who to help first?
And then that will give you, um, the gradients that you need
just to see how they think.
It doesn't make it right orwrong, but at least if they can
think for themselves, um, and weknow that our greatest asset is
(11:50):
guests.
We know that guests are goingto be served first.
Another question you could askis what would you say to a guest
leaving without pre-bookingtheir next appointment?
Isn't that good.
It gets them really into theirconscious mind and helps them
think, which is so powerful.
(12:10):
You could also ask, like, whatmakes a salon experience
unforgettable?
And again, there's no right orwrong answer.
We just want to see how theycan think for themselves and
what they can come up with sothat, when they're put in
situations like an unhappy guest, that they can still fully
carry out your mission.
Another question could be hey,if a guest is visibly upset, how
(12:39):
do you turn that situationaround before they leave?
And you know whatever they sayin those moments?
It's just going to give you thefreedom to know hey, does this
align in the direction thatwe're headed or the direction
that we are with our saloncompany?
Speaker 1 (12:48):
Those are so good, jen, you know, when we pivot
into thinking about, like thosemanagement and leadership roles.
I think it's great to asksomeone what does leadership
mean to you?
Because everybody's got adifferent answer when it comes
to that, you know, and I wouldsay like a red flag would be
like everyone's following me,you know, because that's about
(13:09):
the person, not about you knowwhat's happening.
But a green flag, you know, forthat answer could be like you
know, hey, I just want to lookfor ways that I can positively
impact the people's lives that Iget the opportunity to work
with, you know, and because it'sa thankless position and
leadership and management, andif it's somebody who needs to
(13:30):
have, you know, praise andconstant thanks and all of that
leadership might not be the rolefor them, because if it's about
you, that's not a leader.
A leader is there for everybodyelse on the team to really help
create that transformation insomebody's life.
I think another great questionis how do you coach a team
member who is talented butinconsistent, just to see you
(13:55):
know what does?
What do they reveal in thatanswer?
You know, and one of my veryfavorite answer, or one of my
very favorite questions to askis tell me about a time you had
to make a decision that wasunpopular but necessary.
Man, if you have been inleadership, for you know any
(14:16):
amount of time that has happenedto you, at least once.
You know, I'll never forget um,during the pandemic, making an
unpopular choice, um and uh withmy team and having a
conversation with a stylist onthe team that you know revealed
so much.
She was like well, this, youknow this, this decision hurt me
(14:39):
and I said, yeah, but it helpednine other people on our team
and so when we at the time, youknow, had like 30, some
employees, we have to thinkabout how do we help the most
people win in this situation?
And you know, when we revealedthat, it was like, okay, it
helped reveal like, is thisperson a team player or are they
(14:59):
not?
You know, in either way, it'snot mine to judge what's right
or wrong, but it is mine to usediscernment to say, on this team
, we play as team players, youknow.
And actually last night we playas team players, you know.
And actually last night I justwent back to back to school
night for my high schooler andshe's a sophomore in choir, and
(15:19):
one thing that stood out, thatone of her teachers said.
That I thought was incredible.
She's a sophomore, she's takenall kinds of classes, but it was
her choir teacher.
Just to clarify that he saidyou know, the one thing that I
don't do is I don't let peoplechoose in or out if they're
going to participate in songs oractivities.
If we're, if one person's doingit, we're all doing it.
(15:41):
He said, because that's the onething I've noticed is a culture
killer.
And he said what I'm doing hereis creating a culture in this
choir, and so we are all goingto do it and we're all going to
be brave sometimes.
And I just thought man, that isleadership right there.
You know, seeing that, hearingthose words, I'm like what do
(16:02):
you think about being a salon?
We're in the salon industry, so.
But I think that's incredible.
And you know some additionalquestions that you could ask is
what kind of culture do youbelieve creates the most
profitable salon?
Because profit is oxygen forthe salon.
We have to have it, you know.
(16:23):
And so when you ask thatquestion and it reveals how that
person thinks, man, that'sincredible.
And another thing you could askis what's more important
hitting goals or developingpeople?
And why.
You know, gosh, I think youknow those kind of go hand in
(16:43):
hand.
But you know, just gettingsomeone to reveal their thinking
about that, seeing how you knowthey can engage with that,
reveals so much.
Speaker 2 (16:56):
Wow, those are so good.
I hope you guys got theopportunity to write those down.
If not, you'll have to catchthe replay because, wow, what
are those?
Are some great questions, youknow, and as you're hearing
those questions, you have tothink about what's happening
inside of you and you'reprobably thinking, oh, wow,
these would reveal everythingthat I've been missing.
And you guys, that's the point.
(17:18):
And so this is so goodinterview like Miss America.
And you know, when you thinkabout it, here's the thing that
every wrong hire cost you, notjust in payroll, but in culture
and energy and guest experience.
And most salon owners have noidea how much money they're
(17:38):
losing because their interviewprocess is broken.
So if you've ever thought, hey,I just can't find good people,
or there's no one good to hire Ikeep hearing that from salon
owners sometimes but maybe thetruth is you're not running
intentional interviews thatreveal the truth.
And the good news, the greatnews actually, is that you can
(18:02):
change that and you don't haveto figure it out alone.
Speaker 1 (18:06):
Oh man, I love that.
That's.
That's exactly what we help youwith inside of salon business
school.
And if you're ready to start,small but powerful, the next
best step is to join our salonsuccess secrets three-day
challenge, and that's whereyou'll learn how to not just
interview better but buildsystems that make your salon
walkout proof, profitable andactually fun to lead.
(18:29):
You guys, because rememberAlicia?
She'd been in business for 14years, she had a sweet team but
no leadership, you know, and shejoined the three-day challenge
and in 90 days she stoppeddiscounting, she hired a guest
care leader and she doubled herincome, you know, and it wasn't
because she worked harder, itwas because she learned how to
(18:51):
think differently.
And it all started with thethree-day challenge.
So if you're tired of guessing,tired of turnover, tired of
interviews you know that don'tlead to the truth go to salon
success secrets challengecomright now and grab your spot in
our next challenge, because theway you interview is the way you
(19:12):
build your team, and the wayyou build your team is the way
you build your future.
Speaker 2 (19:20):
So good.
The way you build your team isthe way you build your future.
Wow, that gave me so much, somuch.
Actually chills and the fly isjust flying.
He's so excited about that.
So thank you for joining ustoday on the salon success
secrets podcast.
We cannot wait to hear aboutthe stories of your next
intentional interviews.
(19:42):
You know the one that revealsexactly who someone is and sets
your salon up for unstoppablesuccess.
So until next time, salon upfor unstoppable success.
So until next time, go tosalonsuccesssecretschallengecom
and let's transform the way youlead, hire and grow.
Welcome back to another episode of the Salon
Success Secrets Podcast.
Today we're diving intosomething that every salon owner
thinks they know how to do, butmost are getting it wrong.
And we're talking aboutinterviews and not just sit
across from me tell me aboutyourself.
(00:23):
Interviews, I mean intentionalinterviews, the kind that reveal
who a person really is, howthey think and whether or not
they belong in your salonculture.
Speaker 2 (00:37):
Yeah, so good?
Because, let's be honest, youcan teach someone how to
balayage, or you can teach themhow to run a front desk system,
but you cannot teach someone howto think.
Isn't that so freeing when youthink about that, and if you
miss this or that part in thehiring process like you'll spend
(01:00):
the next year or even longer.
I've been there trying to fixsomeone who never should have
been on your payroll in thefirst place.
So stay with us because by theend of this episode, we're going
to show you exactly how tocreate an intentional interview
process that saves you stress,it reveals character and
(01:21):
attracts the right people foryour salon team, and we're also
going to tell you how you canjoin us inside the salons.
It's a success secretsthree-day challenge, the same
challenge that Alicia joinedafter 14 years in business.
Yes, you heard that right 14years in business and within one
month, she doubled her income.
Speaker 1 (01:42):
Wow, so good.
I still am cheering Alicia on.
That's so cool.
But first let's talk about whymost salon owners are doing this
all wrong.
You know, do you guys rememberCaitlin Upton?
She was Miss Teen USA 2007.
You know, she walked on stage.
(02:03):
She had a sparkly sash, therewas bright lights.
You know, millions of peoplewere watching and she got the
question.
It was recent polls show.
One fifth of Americans can'tlocate the U?
S on a map.
Why do you think that is?
And her answer?
(02:23):
Her answer was infamous.
It was, I personally believe,help the US, help South Africa,
iraq.
You guys, it was definitelyinfamous, you know, because she
(02:56):
froze and she rambled and theworld saw who she really was
under pressure.
You know, here's the thing, youguys.
I don't want you to miss this,because Caitlin is actually a
very bright woman.
You know, later she clarifiedin interviews, but in that
moment we saw how she thought,or didn't think, under pressure,
(03:20):
you know, and isn't that whatan interview is?
It's not just about memorizedanswers, you know, and isn't
that what an interview is?
It's not just about memorizedanswers, you guys.
It's about revealing someone'sclarity, their problem solving,
their confidence, their heart,you know.
So my question to you is thisare your interviews designed to
(03:42):
reveal who someone really is, orare they just going through the
motions?
Speaker 2 (03:50):
Yeah, because here's the truth about interviews.
Most salon owners ask questionslike tell me about yourself,
lindsay?
Or why do you want to work here?
Or like what's your biggeststrength and weakness?
Now, those questions not thatthey're terrible questions, but
they're just surface levelquestions.
They don't really tell you whosomeone is.
(04:12):
They tell you who they want youto believe they are, and so
when you think about it, do youreally need to know how do they
think?
What we really need to know?
Let me back up.
I get so excited I changed,flipped my words there.
Like we really need to know.
Like, how do they think?
How do they problem solve, howdo they react under pressure and
(04:34):
how do they treat people whenno one's watching?
Isn't that so different betweenlike why do you want to work
here?
Versus if you can really relateto that person and understand
how do they think?
Man, because if you get theanswer and you're like man,
that's not a great answer.
That really doesn't align withus.
That doesn't really align withour salon culture.
(04:56):
No amount of training is goingto fix that.
Speaker 1 (05:01):
Man, I love that.
I really do.
Just think it is so powerfulwhen you think you know.
You interviews are meant toreveal how someone thinks,
because you can't teach someonehow to think.
You know, and so we.
One thing that we've alsorevealed is the power of tasks
before interviews.
You know, this is one of themost powerful things you can do
(05:24):
is to give someone a task beforethe final interview.
You might be thinking why do Iwant to do that?
You know, because how theyapproach the task reveals more
than their answers ever could.
For example, you might givethem like a small project, you
know, like reading through yourhospitality scripts, you know,
(05:46):
and and and then showing up to,to, you know, show off the
greeting for a new guest, um,you know.
Or you ask them to researchyour salon and bring three ideas
they use to make, you know, theexperience unforgettable.
You know, and the truth is, ifthey're too good to do the task
without getting paid, that's ared flag.
(06:08):
You know.
If they procrastinate or bringit in, sloppy red flag.
You know.
If they approach it withexcitement, with creativity,
with respect, that's gold, youguys.
I think it's also important toset it up, you know.
Hey, this isn't school, thisisn't pass fail, you know,
(06:29):
because it doesn't meaneverybody has to nail it every
time.
You know, sometimes people getalmost like test anxiety, um,
but seeing who they are in thatmoment, like do they give up?
Or do they say, hey, you know,I'm going to, I'm going to power
through this and acknowledgehey, I might've missed a few
words and you know, if you giveme a little bit more time to
practice, um, I promise you allnail this.
(06:51):
It's important to me.
I see why it's important tothis company.
Like, there's so many thingsthat you can be looking for, but
you want to see how are theyapproaching it.
Is it somebody that you couldpotentially work with?
Speaker 2 (07:03):
It's so good, lindsay .
This brings me back to aninterview actually we just had.
It was for a hospitality hostposition, and we do give them a
small script that we do invitethem to review.
They don't have to memorize it.
Like you said, it doesn't haveto be perfect.
This is not pass or fail, butwe just want to see that they
can follow.
How do they think about thescript?
Can they follow it a little bit?
Can they duplicate a little bitand bless her a little bit and
(07:31):
bless her Like she, she, shedidn't even say the none of the
words, like she, just.
I even said you can read offthe script.
After the first one I knew itwasn't going well.
I said you can, you can readoff the sheet.
She's still on.
The second question made up herown and that was so good
because it doesn't make you knowher a bad person.
She's just I.
We know because we followsystems, we follow processes and
we got to have people that canreally think to a high degree.
It just gave me the insightthat I needed to know hey,
(07:57):
she'll do great things, but it'sjust not going to be here at
our company, because if she'salready struggling to duplicate
off a sheet that we just said.
Just read it.
Just read it.
She can't even do that.
That's going to show up, in all, probably a lot of the aspects
that she does inside of hersalon company.
Speaker 1 (08:09):
Man that's powerful, jen, you know, I think there are
some great questions that wecould be asking.
You know, that can also revealso much about a person.
So let's get specific.
Here are some intentionalinterview questions you can use
that will actually reveal howsomeone thinks.
You know some great ones forbeauty pros would be like a
(08:32):
client sits in your chair andsays do whatever you want.
How do you decide what to do?
You know, I think this is sorevealing because that is, you
know, the one thing that gives.
That gives beauty pros so muchanxiety when people say do
whatever you want.
But if you can start to see, youknow, again, doesn't have to be
(08:55):
a perfect answer, you know, ifyou can start to see, well, I
would maybe look at their skintone, or I would maybe ask them
some questions about theirlifestyle.
Or, you know, when they startto ask some questions that you
know could reveal how they wouldapproach it, um, I think that's
amazing because, like if theyright away say you know, shut
(09:17):
down.
They're like I don't even know,I wouldn't even know what to do
.
You know, um, of course, you'regoing to teach them so many
incredible things while they'reinside of your in-house master's
program, um, you know, and if,if you don't already have an
amazing system around that,definitely check out million
dollar beauty pro, because weare seeing incredible results
(09:39):
already.
It's just in the test phase,but, man, um, you know, that's
going to be a revolutionizinggame changer for our industry,
you know.
So you'll teach them how to doit.
But if you start to see like,hey, they want to problem solve,
they want to look for asolution, they want to help
their clients, that's, that'sgold, you know, like that's a,
(10:02):
that's a either a yellow lightor a green light you know to to
move forward with that person,you know.
And I think another greatquestion for a beauty pro would
be like if a client was unhappywith their service, how would
you handle it in that moment?
You know, because that man, Ithink that that's one of the
(10:22):
most powerful things like thatwe can teach.
A new beauty pro on our team islike hey, at some point you're
going to have an unhappy guestand that's okay, you know, but
it's how we handle it thatmatters the most.
And if we're making sure thatwe're harvesting those lessons
that we need to move forward sowe don't stay stuck in that
(10:43):
classroom.
Like you know, if you keepgetting somebody who's unhappy,
you know like they thought theirhair was going to be lighter
and it.
You know we don't want anythingto ever become a pattern.
We want to learn from thingsand move on.
So just seeing how do theythink about that is huge.
You know I it's so revealingsome of these questions with
(11:04):
their thought pattern.
Speaker 2 (11:06):
Yeah, I love that.
So we can now move on to likeguest care and front desk as
well.
And if you see me over hereswatting something, don't worry,
it's just a fly trying to get agood interview, because he is
flying along, he's excited forhis interview, so just ignore me
if you're watching this live.
So we move into guest care.
(11:27):
You know you want to askquestions such as like hey, if
two guests walk in at the sametime and both need you, how do
you decide who to help first?
And then that will give you, um, the gradients that you need
just to see how they think.
It doesn't make it right orwrong, but at least if they can
think for themselves, um, and weknow that our greatest asset is
(11:50):
guests.
We know that guests are goingto be served first.
Another question you could askis what would you say to a guest
leaving without pre-bookingtheir next appointment?
Isn't that good.
It gets them really into theirconscious mind and helps them
think, which is so powerful.
(12:10):
You could also ask, like, whatmakes a salon experience
unforgettable?
And again, there's no right orwrong answer.
We just want to see how theycan think for themselves and
what they can come up with sothat, when they're put in
situations like an unhappy guest, that they can still fully
carry out your mission.
Another question could be hey,if a guest is visibly upset, how
(12:39):
do you turn that situationaround before they leave?
And you know whatever they sayin those moments?
It's just going to give you thefreedom to know hey, does this
align in the direction thatwe're headed or the direction
that we are with our saloncompany?
Speaker 1 (12:48):
Those are so good, jen, you know, when we pivot
into thinking about, like thosemanagement and leadership roles.
I think it's great to asksomeone what does leadership
mean to you?
Because everybody's got adifferent answer when it comes
to that, you know, and I wouldsay like a red flag would be
like everyone's following me,you know, because that's about
(13:09):
the person, not about you knowwhat's happening.
But a green flag, you know, forthat answer could be like you
know, hey, I just want to lookfor ways that I can positively
impact the people's lives that Iget the opportunity to work
with, you know, and because it'sa thankless position and
leadership and management, andif it's somebody who needs to
(13:30):
have, you know, praise andconstant thanks and all of that
leadership might not be the rolefor them, because if it's about
you, that's not a leader.
A leader is there for everybodyelse on the team to really help
create that transformation insomebody's life.
I think another great questionis how do you coach a team
member who is talented butinconsistent, just to see you
(13:55):
know what does?
What do they reveal in thatanswer?
You know, and one of my veryfavorite answer, or one of my
very favorite questions to askis tell me about a time you had
to make a decision that wasunpopular but necessary.
Man, if you have been inleadership, for you know any
(14:16):
amount of time that has happenedto you, at least once.
You know, I'll never forget um,during the pandemic, making an
unpopular choice, um and uh withmy team and having a
conversation with a stylist onthe team that you know revealed
so much.
She was like well, this, youknow this, this decision hurt me
(14:39):
and I said, yeah, but it helpednine other people on our team
and so when we at the time, youknow, had like 30, some
employees, we have to thinkabout how do we help the most
people win in this situation?
And you know, when we revealedthat, it was like, okay, it
helped reveal like, is thisperson a team player or are they
(14:59):
not?
You know, in either way, it'snot mine to judge what's right
or wrong, but it is mine to usediscernment to say, on this team
, we play as team players, youknow.
And actually last night we playas team players, you know.
And actually last night I justwent back to back to school
night for my high schooler andshe's a sophomore in choir, and
(15:19):
one thing that stood out, thatone of her teachers said.
That I thought was incredible.
She's a sophomore, she's takenall kinds of classes, but it was
her choir teacher.
Just to clarify that he saidyou know, the one thing that I
don't do is I don't let peoplechoose in or out if they're
going to participate in songs oractivities.
If we're, if one person's doingit, we're all doing it.
(15:41):
He said, because that's the onething I've noticed is a culture
killer.
And he said what I'm doing hereis creating a culture in this
choir, and so we are all goingto do it and we're all going to
be brave sometimes.
And I just thought man, that isleadership right there.
You know, seeing that, hearingthose words, I'm like what do
(16:02):
you think about being a salon?
We're in the salon industry, so.
But I think that's incredible.
And you know some additionalquestions that you could ask is
what kind of culture do youbelieve creates the most
profitable salon?
Because profit is oxygen forthe salon.
We have to have it, you know.
(16:23):
And so when you ask thatquestion and it reveals how that
person thinks, man, that'sincredible.
And another thing you could askis what's more important
hitting goals or developingpeople?
And why.
You know, gosh, I think youknow those kind of go hand in
(16:43):
hand.
But you know, just gettingsomeone to reveal their thinking
about that, seeing how you knowthey can engage with that,
reveals so much.
Speaker 2 (16:56):
Wow, those are so good.
I hope you guys got theopportunity to write those down.
If not, you'll have to catchthe replay because, wow, what
are those?
Are some great questions, youknow, and as you're hearing
those questions, you have tothink about what's happening
inside of you and you'reprobably thinking, oh, wow,
these would reveal everythingthat I've been missing.
And you guys, that's the point.
(17:18):
And so this is so goodinterview like Miss America.
And you know, when you thinkabout it, here's the thing that
every wrong hire cost you, notjust in payroll, but in culture
and energy and guest experience.
And most salon owners have noidea how much money they're
(17:38):
losing because their interviewprocess is broken.
So if you've ever thought, hey,I just can't find good people,
or there's no one good to hire Ikeep hearing that from salon
owners sometimes but maybe thetruth is you're not running
intentional interviews thatreveal the truth.
And the good news, the greatnews actually, is that you can
(18:02):
change that and you don't haveto figure it out alone.
Speaker 1 (18:06):
Oh man, I love that.
That's.
That's exactly what we help youwith inside of salon business
school.
And if you're ready to start,small but powerful, the next
best step is to join our salonsuccess secrets three-day
challenge, and that's whereyou'll learn how to not just
interview better but buildsystems that make your salon
walkout proof, profitable andactually fun to lead.
(18:29):
You guys, because rememberAlicia?
She'd been in business for 14years, she had a sweet team but
no leadership, you know, and shejoined the three-day challenge
and in 90 days she stoppeddiscounting, she hired a guest
care leader and she doubled herincome, you know, and it wasn't
because she worked harder, itwas because she learned how to
(18:51):
think differently.
And it all started with thethree-day challenge.
So if you're tired of guessing,tired of turnover, tired of
interviews you know that don'tlead to the truth go to salon
success secrets challengecomright now and grab your spot in
our next challenge, because theway you interview is the way you
(19:12):
build your team, and the wayyou build your team is the way
you build your future.
Speaker 2 (19:20):
So good.
The way you build your team isthe way you build your future.
Wow, that gave me so much, somuch.
Actually chills and the fly isjust flying.
He's so excited about that.
So thank you for joining ustoday on the salon success
secrets podcast.
We cannot wait to hear aboutthe stories of your next
intentional interviews.
(19:42):
You know the one that revealsexactly who someone is and sets
your salon up for unstoppablesuccess.
So until next time, salon upfor unstoppable success.
So until next time, go tosalonsuccesssecretschallengecom
and let's transform the way youlead, hire and grow.
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