August 13, 2025 • 23 mins
The most powerful tool in a salon owner's leadership toolkit is presence – the ability to truly notice what's happening with your team, clients, and business. When leaders are fully present, they transform routine services into exceptional experiences, turn complaints into opportunities, and help team members achieve their potential.
• Presence means being mentally engaged, not just physically in the building
• Running on autopilot causes salon owners to miss crucial revenue leaks
• A male client visited 52 times before receiving a truly personalized experience
• Presence allowed for turning an upset client's complaint into a larger sale through education
• Being present helps identify team members who are disengaging before it affects the business
• Leaders should coach through curiosity rather than force when addressing issues
• The leadership tool belt has two pouches: tangible tools (systems, metrics) and intangible tools (presence, curiosity)
• You cannot lead what you don't notice
If you want a team that doesn't need you hovering to succeed, check out Million Dollar Beauty Pro where we coach team-based salons to develop internal leadership skills that grow revenue and culture simultaneously.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:02):
Welcome back to Salon Success Secrets Podcast.
Today we are excited to talk toyou owner to owner, because you
know whether you have sixbeauty pros or 406 beauty pros,
you know the truth is the waythat you show up as a leader is
the single biggest multiplier,or limiter, really of your
(00:26):
salons results.
Speaker 2 (00:29):
Yeah, and it's not about how many meetings you host
, how good your marketing is oreven how skilled your team is.
You know the most powerful andthis is so good.
This is a writer downer themost powerful tool that you can
carry in your leadership toolbelt is actually presence.
(00:50):
And so what is presence, you'reprobably wondering.
And so presence is your abilityto notice.
Speaker 1 (01:00):
Yes, man, that is truly the most powerful tool
that you can have in yourleadership tool belt, because
when you start to notice thingslike you notice your team, you
notice your business, you noticewhat's being said, but maybe
even more importantly, what'snot being said, because presence
(01:22):
is what lets you step in at theright time.
You know in the right way toturn a near miss into a total
win.
And you know, today we're goingto break this down.
We're going to share a fewstories, a few wins.
You know even some hard lessonsand show you exactly how
noticing can make or break yourresults as an owner.
Speaker 2 (01:47):
Yeah.
So let's first let's clear theword.
Let's clear the word presence.
So presence isn't being here inthe building.
You know presence is being inthe building with your, with
your attention engaged.
So think about this.
As owners, we can be physicallyin the salon, but mentally in
(02:08):
payroll scheduling, marketing oreven next week's coaching call.
You know, the problem is isthat, as a salon owner, when you
run on autopilot, you know youmiss the things that are quietly
costing you money, culture andclients.
You know you miss the stylistwho stopped rebooking because
she lost confidence.
(02:28):
You miss the front desk personwho you know dropped her
upselling because she doesn'tbelieve the treatments are worth
it anymore.
So presence is the thing thatyou lead in real time before a
small slip turns into a revenueleak.
Yeah, yeah, so good.
You know, linda it got methinking about.
(02:51):
Um, this just actually uh,happened in um, uh, in our salon
.
You know, there was a situationwe had where a guest came in,
uh, for a regular short haircut.
It was a guy, a male, and youknow, you know, our team just
was on autopilot.
So it was like you know, whatguard do you want to use today?
(03:11):
How short, how much do you wantme to take off the top?
And somebody came to me andsaid, jen, can you help me, help
me decide on what guard to use?
And I said, sure, absolutelyRight.
And so we went out there and Iremember this guest he's and I
said, you know, instead ofmaking it about the card, let's
(03:31):
kind of look at his face shape,let's look at his bone structure
and let's give him some newideas.
I mean, he's 21 years old, he'sgetting ready to start his
career.
Let's give him some ideas.
And so we looked at his faceshape and the stylist went to
work.
They did a beautiful job.
We talked him into going alittle shorter on the sides and
(03:52):
styling it a little bitdifferent.
And I remember, like, when shespun him around, I was kind of
walking by and he was like wow,like, wow, this is amazing.
This is an experience.
This just wasn't wasn't just ahaircut, this was an experience.
And you know she even talked tohim about product and how to
style his hair and it got methinking, you know, I said you
(04:14):
know, she even talked to himabout product and how to style
his hair and it got me thinking,you know, I said you know he's
been coming here a while.
Let me just see how many timeshas he come here.
And it was like he had comehere 51 times.
We had missed the mark 51 timesbefore he had taken home,
taking home a home hair care.
So it was a great, a hugeopportunity, you know, to look
at our systems and see, hey,let's make sure this never
(04:34):
happens again.
Why did it take 52 times to?
You know, make sure that he hadthat look that he wanted.
And so when you think aboutthat, you know it's really like
working with your team andhelping them understand, like
face shape, you know, helpingthem understand, you know their
(04:55):
strengths and helping themunderstand communication and
helping them see like trulybeing present in the moment is
what set this guest up forsuccess.
Like he didn't know it waspresence, but because we were
really present with him and wereally created this personalized
look for him.
You know, it gave him that wowfactor 52 visits later, it gave
(05:18):
him that wow factor.
You arrived.
Speaker 1 (05:23):
Hey, you nailed it, you know, and, honestly, that's
what's so inspirational aboutthat story, jen, is that, um, I
think, if we were all honest,there's probably times where I
mean, you were obviously doingso many things.
Right for him to keep showingup 52 times, you know.
But then, when you created thattransformation, like that's a
testament to the company thatyou're creating and and you know
(05:46):
, truly, the leadership and theand the people you know, just
them getting to see thattransformation, that new stylist
getting to see like, hey, wow,this truly is about that total
look.
And when I look at somebody'sface shape and truly think about
that total look, how much itdoes just transform everything.
You know, and and we actuallyjust had, you know, something
(06:09):
happen in our salon recently too, you know, and I think a lot of
salon owners will be able torelate to this.
We, you know, same with thatstory as well.
Just recently had a lady whocalled in.
She brought her young daughterin to get some pink in her hair
and she's an avid swimmer, andyou know.
(06:31):
So the stylist, you know,thought that she set it up
properly by saying, hey, wedon't know how long this is
going to last in her hair itcould only last one wash, uh,
cause you didn't want topre-lighten the hair and, um,
you know, for whatever reason,the client didn't understand.
Um, you know that chlorinecould be a natural bleach on the
hair.
Anyway, there was, uh, somesort of a miscommunication and I
(06:56):
think sometimes, you know, itdoesn't necessarily mean that
your team member has badintentions, but sometimes it can
get to a place where you feellike somebody has got to be
right and somebody has got to bewrong.
In a situation.
You know, and I think what'spowerful when you are in a
leadership role is seeing, like,hey, you know, we are here on a
(07:17):
mission and the most importantthing is that our guests feels
beautiful inside and out.
And you know, hey, we can lookback and we can say, hey, what
maybe happened during theconsultation?
Why was there a breakdown?
Why did she think somethingdifferent than what we did?
But the truth was, this clientcalled back and she was upset.
She wanted her money back andit actually took a long time for
us to connect.
(07:38):
She travels quite a bit andanyway, we played phone tag.
Finally we got connected again.
She was coming back in for arefresh on the daughter's color
and so I got to connect with herbefore it even got started and
what was so interesting was thatshe started out so upset about
the color washing out after oneshampoo.
(07:59):
She said, you know, yeah, theytold us it might only last one
shampoo.
We didn't even shampoo it, thehair just got wet, you know.
And you know, I think, yeah, wecan laugh at that because we're
like, well, that's the same.
You know you use shampoo to getthe pH back and you know, offer
the nutrition and all thatstuff.
But that's on us If we weren'teducating properly.
That's on us that they didn'tunderstand that.
(08:21):
And you know, after uncoveringmore about the situation, you
know she was a big swimmer andyou know she was in chlorine,
and so then we talked about, hey, what would it look like if we
added in, you know, either someK tips or, you know, a couple
sandwiches?
You know some sort of extensioninto her hair.
(08:41):
And what happened was, you know, at the end of our conversation
, you know, when I explained toher hey, hair is like fabric,
you know, and and chlorine islike bleach, you know.
And so when we're going intothe chlorine a lot, it's, it's
really, you know, bleaching outthat fabric and so after a while
it's hard for it to hold on tothe color.
It's almost like you know, ifyou were wearing a silk blouse
(09:03):
and you got a stain on it,versus wool and you got a stain
on it, you would treat themdifferently.
They're going to hold on todifferent things differently.
Some are going to stain easier,some are going to be easier to
clean up.
And she was like wow, nobody hasever explained any of this to
me.
Nobody has ever explained to meabout shampoo.
And she's like we want to getextensions today and we totally
understand what's going on.
(09:23):
And you know that story isn'tfor me to say wow, lindsay was
the hero of this, but what it isto say is I was just present to
what was going on and, insteadof going in to make it right or
wrong, I just went in tounderstand, like, hey, help me
understand.
You know, what you understoodyou know could happen with you
know, once we put the pink inher hair and then, you know, and
(09:45):
then we just came to thisconclusion together and really,
truly, that's just a testamentto being present as a leader and
not looking for somebody to beright or wrong and just looking
for hey, how can I help thisperson win?
How can I look for a solutionthat's going to be long-term,
it's not just going to be aquick fix bandaid.
I'm not just trying to, youknow.
(10:06):
It's not only about money here.
This is truly abouttransformation.
If, if she wants pink hair, hey, when I was 10 or 12 or 14 or
however old she was, and Iwanted to pink hair, I probably
would have, would have wantedpink hair no matter what.
So how can we create that, lookfor that client and help her
win, um, you know, and stillmake it a win for all of us?
Speaker 2 (10:27):
That is, oh man, that's so good.
I love that.
It's like, really, if you'represent in that moment, you, you
took Lindsay, you took a upsetguest and made them spend more
money.
What, though?
You know, that is so huge, youguys, and so, like, that is the
power, like Lindsay was saying,of being present to what's
(10:47):
happening and then teaching thisto your team too, because a lot
of times they're so in theirown heads that they can't even
see what's truly possible, andso to be able to, you know, work
on that mindset with them, wow,that's so huge.
You know, it's like we saidowner to owner.
So I'm going to give youanother story, too, to let you
(11:08):
really understand the power ofpresence.
This came in, this happened toyou at our salon, and you let
you really understand the powerof presence.
Um, this came in, um, thishappened to you at our salon,
and you know, I watched the newguests come in and did the salon
tours, all the touch points,the sales process.
Um, she sits down, you know,and she goes through the service
writer, starts going throughthe consultation, and then I
noticed I can just feel that thethat, the um, um, that the
(11:32):
guest is just not super excitedabout the price, right, and so I
see her look at the price andbecause we do a cost before we
create and then I see her likeyou can tell she's wanting to
take things off of the price,which is that's why we do the
costing before we create.
But then I see the serviceprovider do the skin tone
analysis and the face shapeanalysis after the fact that we
(11:54):
gave her the prize right, andhis owners are probably laughing
.
You're like yeah, I've seenthis too, and it was just like
wow, we missed the mark.
Just think about this from aguest perspective.
If we would have helped herunderstand the value.
Like, hey, we're going to giveyou a really personalized look
today, based on your face shape,based on your dna, based on
(12:15):
your bone structure, and this iswhat it will look like.
You know, most people probably98 percent of people are going
to buy into that because itgives their life value, and so
it was just really interesting.
You know, I even said I askedher service.
We laugh about this now.
She said, well, she didn't wantthe haircut.
I said, okay, well, tell me how, how you served her, and and
(12:38):
and letting her know that thehaircut could be a great
opportunity for her.
She said well, I told her,since we're lightening your hair
, you should probably come infor a haircut soon.
And I chuckled and I said, ohgoodness.
I said this is, this is thepower of presence.
I said so this is what I heard.
You told her basically hey, wedamaged your hair, but you can
(12:59):
come back and see me and pay fora haircut soon.
And she started laughing and Istarted laughing, which released
a lot of charge.
But I was like what if wetalked about your face shape and
your and her bone structure andsaid, hey, look at that
beautiful jawline you have.
If we took your curtain veinsand made them here, look how
that opens up up your face shape?
I said, which one do you thinkwould serve the guests more?
The?
Hey, I bleached your hair, payme some more money to cut it.
(13:20):
Or like hey, here's apersonalized look.
And that is not possible if youare not present.
And so just a really cool storyI wanted to share with you guys
to show the power of presence.
Speaker 1 (13:33):
Yeah, that is an incredible story, jen, and and
it is so true.
You know, because I think youknow, I'm sure people are like
Jen, you're so beautiful or youknow sharing that with whoever
but truly, when you're present,every single human being that
you look at has their ownspecial beauty.
Like you mentioned, that's tiedto their DNA, their bone
(13:55):
structure, their naturalcoloring, and so when we can
help people really create thatenvironment where they're super
present, they can see that theycan start to enhance them so
that that way, that person walksthrough the world with more
confidence Cause probably whenthey're saying, hey, jen, you're
beautiful, they're probablyactually saying I love your
confidence, you know, and so howcan we help deliver that to
(14:17):
people?
You know, I think it's also,you know, an area where presence
changes.
Your like retention.
You know, and I'm not justtalking about with clients,
cause obviously we've sharedsome great stories with how.
How does it impact your clientretention, but how does it
impact your team retention, yourclient retention, but how does
(14:37):
it impact your team retention?
You know, because I can thinkof so many stories over the
years.
You know where presence reallywas the most powerful tool uh,
that that really helped unlocksome new ways.
And and hey, that doesn't meanyou're going to keep everybody,
cause we would never.
We're not proponents of likehey, you're going to keep every
single person for life.
Uh, because we are here on ahuman experience.
So there's, it's, there isgoing to be sometimes with
(15:01):
certain people and into the roadwith them, and that's okay.
You know, I remember one time Ihad a you know service provider
who was visibly disengaging, youknow, and I think at one point
in time with my leadership, Imaybe would have just ignored it
.
Actually, probably what wouldhave happened is, you know, at
(15:22):
that point in time I was workingso many hours behind the chair
doing so many roles inside thesalon.
So, you know, if that's you andyou can relate to it, you're
like gosh, I'm so busy I don'teven see kind of what's going on
with the team.
Or maybe somebody is fillingyou in like hey, lindsay, did
you know so-and-so has such andsuch, blah, blah, blah.
You know that's a pretty goodsign.
(15:42):
Like, hey, I need to get superpresent during, you know, those
meaningful times that I am withevery beauty pro on the team or
service provider on the team,because you know, when you start
to pay attention in huddles,like hey, who's engaged and
who's, you know, disengaged, butalso who's actively disengaged,
(16:05):
because you know those are thetype of people who you do not
want on your team because, truly, your salon is a temple and you
don't want people walking inand out with dirty feet.
And so when you um start tonotice things like that, having
that presence will give you theability to act.
So, just like when I noticedonce upon a time that I had this
(16:27):
, this service provider, on myteam, um, you know her numbers
were dropping, she was missingmeetings.
You know she, her, her pre-bookpercentage was going down, you
know it would have been reallyeasy for me to avoid the hard
conversation and just hope thatit got better.
Or, you know, sprinkle in somelike hey, here's some ideas on
(16:49):
how to get your pre-books up, orwhatever.
But you know, presence trulytold me to act.
And you know, one day I was justlike hey, like we sat down and
we talked honestly andultimately we agreed it was best
to part ways.
And you know, truly, what it didwas free her to find a better
(17:09):
fit, because I know the servicethat we want to create for our
guests and I know how importantcontinuing education is and
showing up for our saloncelebrations, our team meetings,
you know, and you know if thisis somebody who isn't seeing the
value in that and they aren'ttruly trying to create that
transformation.
It's not my place to decide ifthey're a good or a bad person,
(17:32):
but it is my place to decide ifthey're a good or a bad person,
but it is my place to decide ifthey're a good or a bad fit for
our company.
You know keeping that templeclean and making sure there's
not dirty feet coming in and out, and so, truly, you know, once
we were able to release her, itreally made the energy increase.
So much you know.
But really, if I wasn't presentand I was avoiding that moment,
(17:55):
that would have cost us farmore by keeping her on the team
and not not coaching for her tofind an opportunity somewhere
else.
So good.
Speaker 2 (18:09):
So let's, let's give you some tools of like coaching
through curiosity, so that whenyou are present as a leader,
it's like okay, what's theaction I can take to maybe
change the service provider'sbehavior or help them see a
different perspective, becausethey just need those tools and
their tool belt so to getactionable.
When you notice something likeyou notice that the client no
(18:32):
longer wanted a haircut, nolonger wanted this, you know you
start asking question.
Maybe you know, um, tell mewhat stopped you, or why do you
think they are?
What stopped them from gettingthe haircut?
Oh, and I think the responsewas oh, her mom does hair, she
just don't want to pay for it.
But I bet her mom's never evengiven her a face shape analysis
or a DNA analysis.
(18:55):
And so when you're present tothese kinds of opportunities,
when you see something, saysomething and give someone, you
know um, that coach, coachingmoment from a place of power you
guys do not place for force,not like why didn't she get a
haircut?
Come on now, don't?
You know like you never want tocome from that place, um, but
you know, when you notice thatthe sales are dropping or offers
are not being made, or you knowretail is slipping, just don't
(19:16):
jump to assumptions.
You know, get curious, be likecurious, george.
I like to say and asking thosequestions, like I said earlier,
like what's stopping you fromoffering that treatment, or
what's your thought process whenyou're deciding what to
recommend?
Because, truly, nine out of 10times you'll find the issue
isn't skill, it's actually abelief, it's confidence and it's
(19:37):
an and it's an understanding,and once you know that, you can
actually coach.
Speaker 1 (19:44):
Hmm, man, that is so powerful, jen, you know, and
when you said that it reallymade me think, like I think that
the key difference betweenbeing a powerful leader versus
being a forceful leader is thata powerful leader is curious,
like you mentioned.
That is like they know, that'stheir super strength, you know,
(20:05):
and a forceful leader, they arevery statement and action
oriented and do this, do that,like they strike out things to
do and and and.
They're very statement oriented, so they don't get curious,
they don't try to, they don'ttry to understand what's
happening or what that belief is.
So I love that.
(20:25):
You said that, jen, that that'sa writer downer.
That's a really powerful toolto to be curious, george.
So if you want to, jen, thatthat's a writer downer, that's a
really powerful tool to to becurious, george.
So if you want to, hey, if youwant to fast track your way to
being a powerful leader,speaking questions, get curious.
And if you want to fast trackyour way to be a forceful leader
, just start barking out thingsand you'll be exhausted.
So good luck.
(20:47):
But here, you know, is a visualthat we want to leave you with,
because we want you to pictureyour leadership tool belt.
You know one pouch can holdlike the tangible tools, so like
your systems, your you knowstandard operating procedures,
your metrics, like the numbers,all of that stuff.
(21:07):
But you know another pouchholds the intangible tools.
You know this is where presenceis.
This is where you know, youstart noticing, this is where
curiosity is, this is wheretrust lives.
And you know, most salon ownerslive in that first pouch.
But the salons that growwithout burning out their
(21:33):
leaders, they use both.
You know, and if you'relistening and thinking, you know
this is what I've been missing.
You know I want a team thatdoesn't need me hovering to
succeed.
That's exactly why we builtMillion Dollar Beauty Pro.
You know it's where we coachteam-based salons everyone on
(21:58):
the team to develop theirinternal leadership skills that
grow the revenue and culture atthe exact same time.
Speaker 2 (22:04):
Yeah, wow.
And we're not talking aboutjust systems, not just sales,
but the presence and coachingskills that make your systems
work.
And so if you want to see howor what that could look like in
your salon, let's talk, becausethe truth is, you cannot lead
what you don't notice.
So good, let me say that again.
(22:26):
The truth is you cannot leadwhat you don't notice.
So stay present, stay powerfuland keep building something
beautiful.
Welcome back to Salon Success Secrets Podcast.
Today we are excited to talk toyou owner to owner, because you
know whether you have sixbeauty pros or 406 beauty pros,
you know the truth is the waythat you show up as a leader is
the single biggest multiplier,or limiter, really of your
(00:26):
salons results.
Speaker 2 (00:29):
Yeah, and it's not about how many meetings you host
, how good your marketing is oreven how skilled your team is.
You know the most powerful andthis is so good.
This is a writer downer themost powerful tool that you can
carry in your leadership toolbelt is actually presence.
(00:50):
And so what is presence, you'reprobably wondering.
And so presence is your abilityto notice.
Speaker 1 (01:00):
Yes, man, that is truly the most powerful tool
that you can have in yourleadership tool belt, because
when you start to notice thingslike you notice your team, you
notice your business, you noticewhat's being said, but maybe
even more importantly, what'snot being said, because presence
(01:22):
is what lets you step in at theright time.
You know in the right way toturn a near miss into a total
win.
And you know, today we're goingto break this down.
We're going to share a fewstories, a few wins.
You know even some hard lessonsand show you exactly how
noticing can make or break yourresults as an owner.
Speaker 2 (01:47):
Yeah.
So let's first let's clear theword.
Let's clear the word presence.
So presence isn't being here inthe building.
You know presence is being inthe building with your, with
your attention engaged.
So think about this.
As owners, we can be physicallyin the salon, but mentally in
(02:08):
payroll scheduling, marketing oreven next week's coaching call.
You know, the problem is isthat, as a salon owner, when you
run on autopilot, you know youmiss the things that are quietly
costing you money, culture andclients.
You know you miss the stylistwho stopped rebooking because
she lost confidence.
(02:28):
You miss the front desk personwho you know dropped her
upselling because she doesn'tbelieve the treatments are worth
it anymore.
So presence is the thing thatyou lead in real time before a
small slip turns into a revenueleak.
Yeah, yeah, so good.
You know, linda it got methinking about.
(02:51):
Um, this just actually uh,happened in um, uh, in our salon
.
You know, there was a situationwe had where a guest came in,
uh, for a regular short haircut.
It was a guy, a male, and youknow, you know, our team just
was on autopilot.
So it was like you know, whatguard do you want to use today?
(03:11):
How short, how much do you wantme to take off the top?
And somebody came to me andsaid, jen, can you help me, help
me decide on what guard to use?
And I said, sure, absolutelyRight.
And so we went out there and Iremember this guest he's and I
said, you know, instead ofmaking it about the card, let's
(03:31):
kind of look at his face shape,let's look at his bone structure
and let's give him some newideas.
I mean, he's 21 years old, he'sgetting ready to start his
career.
Let's give him some ideas.
And so we looked at his faceshape and the stylist went to
work.
They did a beautiful job.
We talked him into going alittle shorter on the sides and
(03:52):
styling it a little bitdifferent.
And I remember, like, when shespun him around, I was kind of
walking by and he was like wow,like, wow, this is amazing.
This is an experience.
This just wasn't wasn't just ahaircut, this was an experience.
And you know she even talked tohim about product and how to
style his hair and it got methinking, you know, I said you
(04:14):
know, she even talked to himabout product and how to style
his hair and it got me thinking,you know, I said you know he's
been coming here a while.
Let me just see how many timeshas he come here.
And it was like he had comehere 51 times.
We had missed the mark 51 timesbefore he had taken home,
taking home a home hair care.
So it was a great, a hugeopportunity, you know, to look
at our systems and see, hey,let's make sure this never
(04:34):
happens again.
Why did it take 52 times to?
You know, make sure that he hadthat look that he wanted.
And so when you think aboutthat, you know it's really like
working with your team andhelping them understand, like
face shape, you know, helpingthem understand, you know their
(04:55):
strengths and helping themunderstand communication and
helping them see like trulybeing present in the moment is
what set this guest up forsuccess.
Like he didn't know it waspresence, but because we were
really present with him and wereally created this personalized
look for him.
You know, it gave him that wowfactor 52 visits later, it gave
(05:18):
him that wow factor.
You arrived.
Speaker 1 (05:23):
Hey, you nailed it, you know, and, honestly, that's
what's so inspirational aboutthat story, jen, is that, um, I
think, if we were all honest,there's probably times where I
mean, you were obviously doingso many things.
Right for him to keep showingup 52 times, you know.
But then, when you created thattransformation, like that's a
testament to the company thatyou're creating and and you know
(05:46):
, truly, the leadership and theand the people you know, just
them getting to see thattransformation, that new stylist
getting to see like, hey, wow,this truly is about that total
look.
And when I look at somebody'sface shape and truly think about
that total look, how much itdoes just transform everything.
You know, and and we actuallyjust had, you know, something
(06:09):
happen in our salon recently too, you know, and I think a lot of
salon owners will be able torelate to this.
We, you know, same with thatstory as well.
Just recently had a lady whocalled in.
She brought her young daughterin to get some pink in her hair
and she's an avid swimmer, andyou know.
(06:31):
So the stylist, you know,thought that she set it up
properly by saying, hey, wedon't know how long this is
going to last in her hair itcould only last one wash, uh,
cause you didn't want topre-lighten the hair and, um,
you know, for whatever reason,the client didn't understand.
Um, you know that chlorinecould be a natural bleach on the
hair.
Anyway, there was, uh, somesort of a miscommunication and I
(06:56):
think sometimes, you know, itdoesn't necessarily mean that
your team member has badintentions, but sometimes it can
get to a place where you feellike somebody has got to be
right and somebody has got to bewrong.
In a situation.
You know, and I think what'spowerful when you are in a
leadership role is seeing, like,hey, you know, we are here on a
(07:17):
mission and the most importantthing is that our guests feels
beautiful inside and out.
And you know, hey, we can lookback and we can say, hey, what
maybe happened during theconsultation?
Why was there a breakdown?
Why did she think somethingdifferent than what we did?
But the truth was, this clientcalled back and she was upset.
She wanted her money back andit actually took a long time for
us to connect.
(07:38):
She travels quite a bit andanyway, we played phone tag.
Finally we got connected again.
She was coming back in for arefresh on the daughter's color
and so I got to connect with herbefore it even got started and
what was so interesting was thatshe started out so upset about
the color washing out after oneshampoo.
(07:59):
She said, you know, yeah, theytold us it might only last one
shampoo.
We didn't even shampoo it, thehair just got wet, you know.
And you know, I think, yeah, wecan laugh at that because we're
like, well, that's the same.
You know you use shampoo to getthe pH back and you know, offer
the nutrition and all thatstuff.
But that's on us If we weren'teducating properly.
That's on us that they didn'tunderstand that.
(08:21):
And you know, after uncoveringmore about the situation, you
know she was a big swimmer andyou know she was in chlorine,
and so then we talked about, hey, what would it look like if we
added in, you know, either someK tips or, you know, a couple
sandwiches?
You know some sort of extensioninto her hair.
(08:41):
And what happened was, you know, at the end of our conversation
, you know, when I explained toher hey, hair is like fabric,
you know, and and chlorine islike bleach, you know.
And so when we're going intothe chlorine a lot, it's, it's
really, you know, bleaching outthat fabric and so after a while
it's hard for it to hold on tothe color.
It's almost like you know, ifyou were wearing a silk blouse
(09:03):
and you got a stain on it,versus wool and you got a stain
on it, you would treat themdifferently.
They're going to hold on todifferent things differently.
Some are going to stain easier,some are going to be easier to
clean up.
And she was like wow, nobody hasever explained any of this to
me.
Nobody has ever explained to meabout shampoo.
And she's like we want to getextensions today and we totally
understand what's going on.
(09:23):
And you know that story isn'tfor me to say wow, lindsay was
the hero of this, but what it isto say is I was just present to
what was going on and, insteadof going in to make it right or
wrong, I just went in tounderstand, like, hey, help me
understand.
You know, what you understoodyou know could happen with you
know, once we put the pink inher hair and then, you know, and
(09:45):
then we just came to thisconclusion together and really,
truly, that's just a testamentto being present as a leader and
not looking for somebody to beright or wrong and just looking
for hey, how can I help thisperson win?
How can I look for a solutionthat's going to be long-term,
it's not just going to be aquick fix bandaid.
I'm not just trying to, youknow.
(10:06):
It's not only about money here.
This is truly abouttransformation.
If, if she wants pink hair, hey, when I was 10 or 12 or 14 or
however old she was, and Iwanted to pink hair, I probably
would have, would have wantedpink hair no matter what.
So how can we create that, lookfor that client and help her
win, um, you know, and stillmake it a win for all of us?
Speaker 2 (10:27):
That is, oh man, that's so good.
I love that.
It's like, really, if you'represent in that moment, you, you
took Lindsay, you took a upsetguest and made them spend more
money.
What, though?
You know, that is so huge, youguys, and so, like, that is the
power, like Lindsay was saying,of being present to what's
(10:47):
happening and then teaching thisto your team too, because a lot
of times they're so in theirown heads that they can't even
see what's truly possible, andso to be able to, you know, work
on that mindset with them, wow,that's so huge.
You know, it's like we saidowner to owner.
So I'm going to give youanother story, too, to let you
(11:08):
really understand the power ofpresence.
This came in, this happened toyou at our salon, and you let
you really understand the powerof presence.
Um, this came in, um, thishappened to you at our salon,
and you know, I watched the newguests come in and did the salon
tours, all the touch points,the sales process.
Um, she sits down, you know,and she goes through the service
writer, starts going throughthe consultation, and then I
noticed I can just feel that thethat, the um, um, that the
(11:32):
guest is just not super excitedabout the price, right, and so I
see her look at the price andbecause we do a cost before we
create and then I see her likeyou can tell she's wanting to
take things off of the price,which is that's why we do the
costing before we create.
But then I see the serviceprovider do the skin tone
analysis and the face shapeanalysis after the fact that we
(11:54):
gave her the prize right, andhis owners are probably laughing
.
You're like yeah, I've seenthis too, and it was just like
wow, we missed the mark.
Just think about this from aguest perspective.
If we would have helped herunderstand the value.
Like, hey, we're going to giveyou a really personalized look
today, based on your face shape,based on your dna, based on
(12:15):
your bone structure, and this iswhat it will look like.
You know, most people probably98 percent of people are going
to buy into that because itgives their life value, and so
it was just really interesting.
You know, I even said I askedher service.
We laugh about this now.
She said, well, she didn't wantthe haircut.
I said, okay, well, tell me how, how you served her, and and
(12:38):
and letting her know that thehaircut could be a great
opportunity for her.
She said well, I told her,since we're lightening your hair
, you should probably come infor a haircut soon.
And I chuckled and I said, ohgoodness.
I said this is, this is thepower of presence.
I said so this is what I heard.
You told her basically hey, wedamaged your hair, but you can
(12:59):
come back and see me and pay fora haircut soon.
And she started laughing and Istarted laughing, which released
a lot of charge.
But I was like what if wetalked about your face shape and
your and her bone structure andsaid, hey, look at that
beautiful jawline you have.
If we took your curtain veinsand made them here, look how
that opens up up your face shape?
I said, which one do you thinkwould serve the guests more?
The?
Hey, I bleached your hair, payme some more money to cut it.
(13:20):
Or like hey, here's apersonalized look.
And that is not possible if youare not present.
And so just a really cool storyI wanted to share with you guys
to show the power of presence.
Speaker 1 (13:33):
Yeah, that is an incredible story, jen, and and
it is so true.
You know, because I think youknow, I'm sure people are like
Jen, you're so beautiful or youknow sharing that with whoever
but truly, when you're present,every single human being that
you look at has their ownspecial beauty.
Like you mentioned, that's tiedto their DNA, their bone
(13:55):
structure, their naturalcoloring, and so when we can
help people really create thatenvironment where they're super
present, they can see that theycan start to enhance them so
that that way, that person walksthrough the world with more
confidence Cause probably whenthey're saying, hey, jen, you're
beautiful, they're probablyactually saying I love your
confidence, you know, and so howcan we help deliver that to
(14:17):
people?
You know, I think it's also,you know, an area where presence
changes.
Your like retention.
You know, and I'm not justtalking about with clients,
cause obviously we've sharedsome great stories with how.
How does it impact your clientretention, but how does it
impact your team retention, yourclient retention, but how does
(14:37):
it impact your team retention?
You know, because I can thinkof so many stories over the
years.
You know where presence reallywas the most powerful tool uh,
that that really helped unlocksome new ways.
And and hey, that doesn't meanyou're going to keep everybody,
cause we would never.
We're not proponents of likehey, you're going to keep every
single person for life.
Uh, because we are here on ahuman experience.
So there's, it's, there isgoing to be sometimes with
(15:01):
certain people and into the roadwith them, and that's okay.
You know, I remember one time Ihad a you know service provider
who was visibly disengaging, youknow, and I think at one point
in time with my leadership, Imaybe would have just ignored it
.
Actually, probably what wouldhave happened is, you know, at
(15:22):
that point in time I was workingso many hours behind the chair
doing so many roles inside thesalon.
So, you know, if that's you andyou can relate to it, you're
like gosh, I'm so busy I don'teven see kind of what's going on
with the team.
Or maybe somebody is fillingyou in like hey, lindsay, did
you know so-and-so has such andsuch, blah, blah, blah.
You know that's a pretty goodsign.
(15:42):
Like, hey, I need to get superpresent during, you know, those
meaningful times that I am withevery beauty pro on the team or
service provider on the team,because you know, when you start
to pay attention in huddles,like hey, who's engaged and
who's, you know, disengaged, butalso who's actively disengaged,
(16:05):
because you know those are thetype of people who you do not
want on your team because, truly, your salon is a temple and you
don't want people walking inand out with dirty feet.
And so when you um start tonotice things like that, having
that presence will give you theability to act.
So, just like when I noticedonce upon a time that I had this
(16:27):
, this service provider, on myteam, um, you know her numbers
were dropping, she was missingmeetings.
You know she, her, her pre-bookpercentage was going down, you
know it would have been reallyeasy for me to avoid the hard
conversation and just hope thatit got better.
Or, you know, sprinkle in somelike hey, here's some ideas on
(16:49):
how to get your pre-books up, orwhatever.
But you know, presence trulytold me to act.
And you know, one day I was justlike hey, like we sat down and
we talked honestly andultimately we agreed it was best
to part ways.
And you know, truly, what it didwas free her to find a better
(17:09):
fit, because I know the servicethat we want to create for our
guests and I know how importantcontinuing education is and
showing up for our saloncelebrations, our team meetings,
you know, and you know if thisis somebody who isn't seeing the
value in that and they aren'ttruly trying to create that
transformation.
It's not my place to decide ifthey're a good or a bad person,
(17:32):
but it is my place to decide ifthey're a good or a bad person,
but it is my place to decide ifthey're a good or a bad fit for
our company.
You know keeping that templeclean and making sure there's
not dirty feet coming in and out, and so, truly, you know, once
we were able to release her, itreally made the energy increase.
So much you know.
But really, if I wasn't presentand I was avoiding that moment,
(17:55):
that would have cost us farmore by keeping her on the team
and not not coaching for her tofind an opportunity somewhere
else.
So good.
Speaker 2 (18:09):
So let's, let's give you some tools of like coaching
through curiosity, so that whenyou are present as a leader,
it's like okay, what's theaction I can take to maybe
change the service provider'sbehavior or help them see a
different perspective, becausethey just need those tools and
their tool belt so to getactionable.
When you notice something likeyou notice that the client no
(18:32):
longer wanted a haircut, nolonger wanted this, you know you
start asking question.
Maybe you know, um, tell mewhat stopped you, or why do you
think they are?
What stopped them from gettingthe haircut?
Oh, and I think the responsewas oh, her mom does hair, she
just don't want to pay for it.
But I bet her mom's never evengiven her a face shape analysis
or a DNA analysis.
(18:55):
And so when you're present tothese kinds of opportunities,
when you see something, saysomething and give someone, you
know um, that coach, coachingmoment from a place of power you
guys do not place for force,not like why didn't she get a
haircut?
Come on now, don't?
You know like you never want tocome from that place, um, but
you know, when you notice thatthe sales are dropping or offers
are not being made, or you knowretail is slipping, just don't
(19:16):
jump to assumptions.
You know, get curious, be likecurious, george.
I like to say and asking thosequestions, like I said earlier,
like what's stopping you fromoffering that treatment, or
what's your thought process whenyou're deciding what to
recommend?
Because, truly, nine out of 10times you'll find the issue
isn't skill, it's actually abelief, it's confidence and it's
(19:37):
an and it's an understanding,and once you know that, you can
actually coach.
Speaker 1 (19:44):
Hmm, man, that is so powerful, jen, you know, and
when you said that it reallymade me think, like I think that
the key difference betweenbeing a powerful leader versus
being a forceful leader is thata powerful leader is curious,
like you mentioned.
That is like they know, that'stheir super strength, you know,
(20:05):
and a forceful leader, they arevery statement and action
oriented and do this, do that,like they strike out things to
do and and and.
They're very statement oriented, so they don't get curious,
they don't try to, they don'ttry to understand what's
happening or what that belief is.
So I love that.
(20:25):
You said that, jen, that that'sa writer downer.
That's a really powerful toolto to be curious, george.
So if you want to, jen, thatthat's a writer downer, that's a
really powerful tool to to becurious, george.
So if you want to, hey, if youwant to fast track your way to
being a powerful leader,speaking questions, get curious.
And if you want to fast trackyour way to be a forceful leader
, just start barking out thingsand you'll be exhausted.
So good luck.
(20:47):
But here, you know, is a visualthat we want to leave you with,
because we want you to pictureyour leadership tool belt.
You know one pouch can holdlike the tangible tools, so like
your systems, your you knowstandard operating procedures,
your metrics, like the numbers,all of that stuff.
(21:07):
But you know another pouchholds the intangible tools.
You know this is where presenceis.
This is where you know, youstart noticing, this is where
curiosity is, this is wheretrust lives.
And you know, most salon ownerslive in that first pouch.
But the salons that growwithout burning out their
(21:33):
leaders, they use both.
You know, and if you'relistening and thinking, you know
this is what I've been missing.
You know I want a team thatdoesn't need me hovering to
succeed.
That's exactly why we builtMillion Dollar Beauty Pro.
You know it's where we coachteam-based salons everyone on
(21:58):
the team to develop theirinternal leadership skills that
grow the revenue and culture atthe exact same time.
Speaker 2 (22:04):
Yeah, wow.
And we're not talking aboutjust systems, not just sales,
but the presence and coachingskills that make your systems
work.
And so if you want to see howor what that could look like in
your salon, let's talk, becausethe truth is, you cannot lead
what you don't notice.
So good, let me say that again.
(22:26):
The truth is you cannot leadwhat you don't notice.
So stay present, stay powerfuland keep building something
beautiful.
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