March 14, 2022 • 22 mins
Does a hair stylist need to sell more to make more in our Salons?
How are Salon RE-dos handled
What about Salon refunds
News and Support for Salons
An industry with one of the highest failure rates. Here we share the latest challenges, struggles and some solutions
4 decades in the Beauty Business. A family business. We have a team of 60 at 3 locations (more than that if you count our remote team managing the call flow)
FOLLOW AND SUBSCRIBE:
Linktree ALL LINKS
Youtube
Instagram
Twitter
Facebook
iTunes Podcast
Spotify
TikTok
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
SPEAKER_00 (00:00):
Hi, thank you so much for tuning in.
Welcome back to another episode,mini episode of one of our
podcasts where we talk a littlebit about the salon industry and
some things that we're doingthat are a little bit different
in the industry that make usunique or that have us be set
apart from the others in the waythat we do things.
Some of the things are, youknow, how people are paid.
(00:22):
So we're going to talk aboutthat here.
And if there's anything elseyou'd like to hear us talk about
or any feedback you want to giveus or anything you'd like to
talk to us about, please feelfree to leave a comment in the
video or contact us directly.
We'd love to hear from you andlove to help in any way we can.
Thanks for tuning in.
Enjoy.
Oh, good.
(00:46):
So we went to get Michelle'sring cleaned where we got it at
the Diamond District.
And one of the things they kepttelling us when we bought it,
that was that they're not oncommission.
They're not commissionedsalespeople.
(01:08):
And we went back to have itadjusted.
And the original guy who sold itto us, he's the general manager.
He's been there a while.
And he said he was unavailable.
So he put us on to somebodyelse.
And the person he put us on towas, you know, talking about
other options we had for itbecause she wants to have a...
I forget what they're called.
(01:28):
Some type of ring.
I don't know what it's callednow.
It's like another band, but ithas diamonds on it.
They're kind of a newer thing.
And she was talking to him abouthaving it put on, made a certain
way from her mom's earrings.
(01:50):
And he said that they don't putthe diamonds all the way around
They're only meant to be wornfor a little while.
They're only meant to be worn bymovie stars who wave a lot.
And then they take them off.
So they're not like a regularwear ring because there's too
many, it's too uncomfortable.
It's too many diamonds aroundit.
Like it can't fit between yourfingers the way it's made.
Anyway, that was just part ofthe story.
But the main thing he keptsaying was that he is not, like
(02:12):
whatever we buy or whatever wedo, he's not a commissioned
salesperson.
None of them are.
So they don't, we can't changetheir pay by whatever they buy.
He told us that a couple oftimes.
That was just interesting how hesaid it because he was actually
telling us not to buy anupgraded one or not to spend
more.
But he said specifically thatyou can't change my pay.
(02:35):
And I thought that wasinteresting because people don't
know that about us because weget accused of that sometimes
when they think there's a bigticket or whatever it is.
They think, oh, well...
because they had to pay so muchthat that stylist was upselling
them or whatever just neverheard it worded that way
SPEAKER_01 (02:56):
um it was funny last week we had a guest who
originally went to chris likeback in january and chris said
no you don't need foils go homelike no i'm not gonna you don't
need it so i'm not doing it soshe went home Then it was like
last week she called and she waslike, I know I need foils now.
(03:16):
I need foils.
Let me get in with Chris.
Well, I can't get you in withChris this week.
It's not happening.
I'm sorry.
So I was like, well, come to thevillage.
You come see me at the village.
So she came to the village andshe went to Maggie and Maggie
was like, No, you still don'tneed foils.
So how, you know, that's beenmonths.
(03:37):
I don't know if her hair'sgrowing really slow, but she
literally didn't have like, orshe was had like whiter hair.
So there wasn't a huge, youknow, uh, but it was funny
because Maggie could have donefoils.
There's no reason why shecouldn't have, she could have
made it, done it, but why do itif you don't need it?
That's preserving the integrityof the hair, which, um, in this
(04:01):
industry, um, oftentimes doesn'talways happen.
You know, it's like, what can Isell you?
In
SPEAKER_00 (04:10):
a lot of cases.
I think that's the perception ofit too.
I think, you know, whether ornot the stylist has, is
protecting the integrity of thehair or not, the perception
always is that, you know, I'mgoing to be upsold.
That's the perception the natureof people anyway to think that
they're going to try to sell mesomething, but definitely
doesn't affect a stylist in ourcompany at all.
(04:32):
It affects them in no way forthem to do a service that
increases the sales.
The ultimate thing is that mostpeople may not be aware of is
that they do everything thatthey can to to make their hair
beautiful, to give them theoutcome that they want and to
make them happy.
(04:52):
And that will affect their payby them wanting to come back to
the salon and being retained inour company rather than how much
they sell or how many dollarsthey leave with us.
So just something that I don'tthink is commonly known.
And they really accentuated itat Diamond District.
I mean, he really made it apoint to communicate that to us.
(05:16):
As well as, because it wasinteresting having this other
salesperson, as well as thesalesperson sharing with us the
history, the sourcing, theirbrand, and how long they've been
in business, and how long he'sworked there, and his role in
the company, and just a lot ofsharing of interesting,
personalized information aboutthe company and the
(05:37):
organization, just how theyseparate themselves, how they're
different, and why they'redifferent.
To be communicating that,because it's just not common.
I never
SPEAKER_01 (05:47):
even would have gotten that about there.
I never would have known whatyou just told me.
That's one of those things thatyou typically just always
assume.
Sure.
And the same thing goes in ourbusiness as well, where if a
stylist is not capable of doingwhat somebody's asked to do,
(06:11):
they're not just going to do itbecause they have to.
If it's not a thing, likesomebody walks in and wants a
balayage and that person doesnot specialize in balayage, you
know, rather than just throwingit on there, making it work, you
know, they're able to directthem, direct somebody in the
(06:33):
right direction that can do it.
SPEAKER_02 (06:35):
to
SPEAKER_01 (06:35):
ensure the guest is happy.
So it ensures the guest comesback either way.
You know what I mean?
SPEAKER_00 (06:41):
Yeah.
And they're not going to loseanything by not doing that
service for that time.
Our team, anyone on our team isnot going to be not compensated
or not paid for that timebecause they weren't producing
sales in that time period.
So it doesn't affect them inthat way.
It's okay for them to refer themto somebody who's or that that's
(07:06):
their expertise or it'ssomething that they're
passionate about rather than beforced to do something that
maybe they're not the best atand maybe won't make the guest
happy.
And I don't know that that'salways really communicated or
that people really know thatbecause in this industry, as it
has been standard across theboard for many, many years, it
(07:27):
has been the more you sell, themore you make.
And that only it's if they'renot on commission, they're
totally their own salesperson.
So all their sales are directlyaffect their paycheck every
week, all the time.
So just an interestingobservation about another
industry, which I didn't expectit to be that way because, of
(07:48):
course, I thought, you know,they're naturally going to be
upselling us or upgrading us.
And none of them were doing thatat all.
In fact, they were talking aboutcertain things.
I would have
SPEAKER_01 (07:55):
thought the same exact thing, you know.
SPEAKER_00 (07:57):
Yeah.
Yeah, it was interesting.
And to continue the conversationof separating us and keep that
in conversation with peopleabout why and what it is that
makes us different.
SPEAKER_01 (08:14):
even with redos um like on saturday i had a redo
scheduled and the stylist wasn'tcoming in so i had to and the
lady needed her hair done thatday she wanted it done so um i
was i we got her in withactually a top color specialist
(08:34):
you know and robin doesn't haveto worry about if you know robin
doesn't have to worry about ifshe's going to get paid to do it
like why would you want to dosomebody else's redo um but why
would you want to and she doesnot she didn't even worry she
worked with me to get the womanin so it's very helpful in that
(08:55):
area as well it's a bigdifference and they don't even
realize too When I have somebodyunhappy and I have to refund
them a lot of the time, like, Imean, I'll refund them just to
ensure they're happy.
Like, what can I do if youdidn't have if we didn't make
the mark and we didn't make youhappy?
I don't want you to pay for it.
You know, like if that everhappens, a lot of time I notice
(09:17):
the guest is like, well, they'renot going to get paid.
And that's in explaining tothem, like, yes, they do still
get paid and all of our servicesare guaranteed.
So, yeah.
SPEAKER_00 (09:28):
Yeah, and it gives us the ability to do that.
Where, you know, we see in thedebates a lot of times with
other salons where there's avery big problem with when there
is a redo in a salon, especiallyif it's a...
Well, they call them salons, butespecially if it's a booth
rental type salon and thereneeds to be a redo or even a
(09:48):
commission salon where they say,okay, stylist, yeah, you did
this.
The customer didn't like it.
We're going to take all thosesales away from you.
We're going to give them to theother styles who redoes it.
So you have money taken away,which creates another issue
because then you've got to dealwith, well, they're losing part
of their paycheck.
okay, they didn't make the guesthappy.
That's correct.
We should make them happy andgive them to somebody, but it
(10:09):
creates a rift within theenvironment of the salon because
now they weren't given theopportunity to redo it.
Maybe the guest didn't want themto redo it.
Maybe they wanted to go tosomebody else.
Um, so, you know, you could getsome resentment within a couple
of stylists that way too, where,um, there's that competition and
it, it, when in, In this case,it doesn't affect anyone.
(10:31):
It's okay.
We just want the guest to behappy.
And that being the ultimate goalenables us to do that, which is,
again, one of those other thingsthat separates us and makes our
way we do it.
We're not saying it's the bestway or the only way.
It's our way and it works forus.
But it definitely is adistinction from so many of
these other salons now who aremoving over to this new model of
(10:54):
every man for himself,everybody's a 1099, everybody's
a separate employee, notemployee, everybody's a
subcontractor, so that there isno, well, if I don't like my
service, I can get a refund or Ican go to somebody else.
It's not how the industry isgoing.
It's not the way the industry isgoing, sadly.
But that's one of the pointsthat differentiates us, too.
(11:17):
It's a good example from the oneyou had on Saturday, and it
happens all the time.
I mean, we want them to be ableto communicate to us that, They
didn't love it.
Please let us know so that wecan make it right.
SPEAKER_01 (11:28):
Or communicate that you don't like, if you don't
like your style, you know, at mynail place, I, um, with the girl
I was seeing went on maternityleave and I started seeing
another girl.
So then when I, the nail techcame back from maternity leave,
they wanted me to go back toher, and I didn't want to hurt
anybody's, you know, I'm verylike, oh, I don't want to hurt
(11:50):
your feelings, which I'm suremany other people are just like
me, but they were like, okay,now your nail tech's back, you
have to go back to her, and Iwas like, well, I kind of want
to, you know, and I just noticedthe Even from the nail tech that
I had.
The new nail tech was like,okay, well, your nail tech's
(12:10):
back.
Why can't I go stay with you?
Why do I have to go back to her?
Because it's that kind of...
It's just the difference.
And then for people like me whodon't speak out, it's awkward.
SPEAKER_00 (12:26):
Yeah, well, and that brings something else up that's
a really big key point is...
that sometimes people like tomake changes.
And in this business, oftentimesI think to change stylists in a
salon, they have to go toanother salon because there is
going to be that thing youpointed out right there.
Oh, you have to stay with yourstylist.
Well, you tried somebody elseand maybe they work better at
(12:47):
the nail place or you like thembetter and you want to stay or
they, you know, you have arelatedness that you like that's
better.
You don't want to feel bad aboutmaking that switch.
And it's okay.
You know, it doesn't affect, inour culture, it doesn't affect
the other stylists.
Now, maybe they liked doing yourhair and they wanted to do your
hair, but at the same time, it'snot going to cause any financial
(13:12):
rift because you're now goingwith somebody else within that
culture.
At least they stayed in thebuilding.
They stayed with the samecompany.
And you don't need to feeluncomfortable about making a
switch.
In fact, we...
Clients move around all thetime.
They'll move around fromlocation to location, right?
They'll go to differentlocations.
All the
SPEAKER_01 (13:27):
time.
I mean, I can't tell you eventhis season.
I feel like one of the mostinsane seasons, busy-wise, ever
in a long time.
And all the time when they can'tget in at another location, it's
so easy to just be like, oh,well, I can get you in over
here.
It happens all the time.
(13:49):
And you don't have to wait.
three weeks to get it if youcan't get it in and you need
this week like let me see whatthey recommend what other
stylists they recommend you knowwhat I mean so it's at least
there's that option
SPEAKER_00 (14:03):
always yeah it was to stay within our our culture
of salons our group yeah that'sthat's all that's what I wanted
to just talk about for a minutejust a little brief It's been
one of those things thatdifferentiates us.
And
SPEAKER_02 (14:22):
I got to see my
SPEAKER_00 (14:24):
dad.
My baby girl, yeah.
You look beautiful, by the way.
Even though you weren't evenprepared for the talk, as you
said, or prepared.
I know you like to get yourblowouts.
SPEAKER_01 (14:35):
I haven't had any blowouts lately because it's
been too crazy.
But I'm getting my hair donetomorrow.
SPEAKER_00 (14:41):
Okay, well, it looks beautiful.
My
SPEAKER_01 (14:42):
extensions.
SPEAKER_00 (14:44):
Oh, it's a Christy visit.
Nice.
SPEAKER_01 (14:47):
Yes, yes.
SPEAKER_00 (14:48):
Beautiful.
Your teeth look
SPEAKER_01 (14:49):
nice.
I'm making it work.
It's funny.
She was like, I was scheduledFriday, and she was like, I
can't do Friday, but I can maketomorrow work.
And I was like, oh, okay.
I don't know.
I'll figure it out.
I'll get coverage.
I'm coming to see you.
That's important.
I'm excited.
I'll make it work.
SPEAKER_00 (15:08):
Yeah, you don't get many opportunities.
That's a special one when youget in with her.
SPEAKER_01 (15:12):
Yeah.
No, I feel I'm in a great place.
place.
And just the last thing, I'mlearning for myself the real
definition of leading and beinga leader and how what I do
(15:34):
impacts other people.
And I can be a leader thatsomebody looks up to or like,
what impact am I having on otherpeople?
And just being aware of myactions.
And I feel the best I've felt inlike my whole life.
So I don't
SPEAKER_00 (15:49):
know.
Well, that's obvious.
I played a little bit of a clipthat we had from the last time
we did a cast podcastconversation together.
And there were like three in arow of those three weeks in a
row of conversations.
Well, we failed.
Well, I failed.
Well, we started this exerciseplan and something got in the
(16:10):
way.
Well, this got, this happened orthat happened or, Oh yeah, I ate
cheeseburgers or, Oh yeah,whatever it was.
And it was a series of failures.
So now, um, happy to reportthat, um, you know, probably
going on, is it over two months?
Maybe.
SPEAKER_01 (16:26):
Yeah.
I mean, I'm not, I feel like I'mnot like losing weight, like
crazy, but, um, I don't want themission to be to lose weight.
Like I just want to take careand nurture my body.
We only have one body, you know?
And I never realized how mucheverything I put in my body
(16:47):
affects me and my mind andphysical activity makes changes
my life.
My dad always told me that.
And I was like, oh, I'm notdoing what you do, dude.
But yeah.
I feel I can actually like makeit through a workout without, I
mean, I still die, but I don'tlike, I can actually do it
(17:07):
instead of like stopping in themiddle and take, you know, I can
do it.
It's, it's super rewarding tosee your progress and strength.
SPEAKER_00 (17:21):
Yeah.
And there's just something aboutwhat it does because if we, I
know for myself, if I don't havethat outlet of, of, some form of
exercise where I'm pushing mybody to exhaustion, I guess, or
beyond my regular limits becauseI need that.
(17:43):
And then it helps clear my head.
It really clears so much of theclutter out, the self-talk, the
negativity, the self-doubt, andgives me so much peace.
And I have to have thatcomponent because there's
nothing like when you finish oneof those workouts...
Um, that feeling that you have,uh, that it's when it's over
the, it's almost like a high.
(18:06):
It is.
And, uh, it helps carry your,um, it helps you be more
present.
It helps me be more presentanyway, and, uh, be able to
serve others because you talkabout leading and really what we
do as leaders is our role isserving.
If we're there to serve theothers, um, instead of,
SPEAKER_01 (18:26):
right.
Like it's not 10 other places,um, It's like, what am I doing
in this moment to make adifference?
And am I surrounding myself withpeople that have the same
mission as I do?
And being around those people,even having healthy people in
(18:47):
your life makes such a hugedifference.
But even Robert's been workingout.
And Jasmine told him he looksbuff.
SPEAKER_00 (18:57):
Yeah, you're bro.
Yeah, no, it becomes infectioustoo, but more people doing it
around you.
And like you said, people up tothe same thing.
It helps support your missionand what you're up to.
And you got to take care ofyourself.
You can't do anything foranybody else if you're not
taking care of you.
Right.
And you don't feel good aboutyourself.
SPEAKER_01 (19:16):
With my kids, I was trying to take care of...
everything on my plate but ifeel like i wasn't even being
effective at it because i waslike trying to swallow a whale
without dealing with everythingyou know i can't take care of
everything if i'm not takingcare of me so
SPEAKER_00 (19:35):
yeah if you're not in a good place you're not going
to be effective with anything
SPEAKER_01 (19:41):
yeah So good progress.
SPEAKER_00 (19:43):
Well, congratulations.
Yeah.
Much different results than howwe were stumbling along in those
last conversations.
But it's good to see.
SPEAKER_01 (19:51):
Yeah.
SPEAKER_00 (19:52):
It was like a year ago.
Is that what you're going
SPEAKER_01 (19:54):
to say?
It's good to have.
It's good to have.
SPEAKER_00 (19:58):
Yeah.
Well, it was.
However long ago it was, it waswe were in this, both of us, you
know, just we were.
SPEAKER_01 (20:06):
Every single time we would talk, we'd be like.
In the same struggle.
Okay.
SPEAKER_00 (20:09):
Yeah.
Yeah.
I mean, it was the same thing,the same thing that everybody
deals with in life, just like,okay, got to get on track, got
to get on track, got to get ontrack.
We're not on track, but we wererecording it and saying, are we
on track?
No, we're not.
We failed again.
We failed again, which is life,you know, that's quick.
So it's kind of cool now to seethat fast forward to this point
and look back on there and say,okay, well, our wellbeing is
(20:29):
being taken care of.
And, you know, and I
SPEAKER_01 (20:31):
feel like you have to be, uh, for me, I had to be
in that place where I was ready,uh, You have to be there or else
it's not effective.
SPEAKER_00 (20:42):
Yeah, and you have to restructure your life.
You have to restructure yourlife around that.
It can't be a secondary thing.
It has to be the primary thingthat occurs for you in your day,
like tinkering, well-being, orgetting to the gym or getting to
the...
What is it called?
What is it?
Burn.
Getting to burn.
Is that what you do?
SPEAKER_01 (21:01):
Yeah, and all those girls are so lovely and kind
and...
uplifting that makes a bigdifference too mckenzie's
awesome
SPEAKER_02 (21:12):
so
SPEAKER_00 (21:12):
yeah she's an inspiration yeah yeah cool well
much better to
SPEAKER_01 (21:20):
be around everywhere still and i watch what i follow
mckenzie around everywhere stilland i'm like okay i don't know i
totally didn't hear what thisshe just said can you do it
again and then she'll show meand i'm like And she doesn't get
impatient with me.
She's excited to show me.
So she's super helpful.
I love her.
SPEAKER_00 (21:40):
Yeah, she's a great mentor for you.
That's awesome.
I'm proud of you.
Very cool.
Good stuff.
All righty.
Thank you for making time forthis.
Thanks for hanging
SPEAKER_01 (21:49):
out.
I'm on the phones right now, andI'm watching the voicemails
coming, so I probably should goanswer them.
SPEAKER_00 (21:57):
Okay.
All right, good.
Well, tell everybody I said hithat you talked to the next
person that you were on thephone with me.
Tell them thank you for calling.
I love you.
See you later.
SPEAKER_01 (22:06):
All right.
Love you.
Bye.
UNKNOWN (22:08):
Bye.
Hi, thank you so much for tuning in.
Welcome back to another episode,mini episode of one of our
podcasts where we talk a littlebit about the salon industry and
some things that we're doingthat are a little bit different
in the industry that make usunique or that have us be set
apart from the others in the waythat we do things.
Some of the things are, youknow, how people are paid.
(00:22):
So we're going to talk aboutthat here.
And if there's anything elseyou'd like to hear us talk about
or any feedback you want to giveus or anything you'd like to
talk to us about, please feelfree to leave a comment in the
video or contact us directly.
We'd love to hear from you andlove to help in any way we can.
Thanks for tuning in.
Enjoy.
Oh, good.
(00:46):
So we went to get Michelle'sring cleaned where we got it at
the Diamond District.
And one of the things they kepttelling us when we bought it,
that was that they're not oncommission.
They're not commissionedsalespeople.
(01:08):
And we went back to have itadjusted.
And the original guy who sold itto us, he's the general manager.
He's been there a while.
And he said he was unavailable.
So he put us on to somebodyelse.
And the person he put us on towas, you know, talking about
other options we had for itbecause she wants to have a...
I forget what they're called.
(01:28):
Some type of ring.
I don't know what it's callednow.
It's like another band, but ithas diamonds on it.
They're kind of a newer thing.
And she was talking to him abouthaving it put on, made a certain
way from her mom's earrings.
(01:50):
And he said that they don't putthe diamonds all the way around
They're only meant to be wornfor a little while.
They're only meant to be worn bymovie stars who wave a lot.
And then they take them off.
So they're not like a regularwear ring because there's too
many, it's too uncomfortable.
It's too many diamonds aroundit.
Like it can't fit between yourfingers the way it's made.
Anyway, that was just part ofthe story.
But the main thing he keptsaying was that he is not, like
(02:12):
whatever we buy or whatever wedo, he's not a commissioned
salesperson.
None of them are.
So they don't, we can't changetheir pay by whatever they buy.
He told us that a couple oftimes.
That was just interesting how hesaid it because he was actually
telling us not to buy anupgraded one or not to spend
more.
But he said specifically thatyou can't change my pay.
(02:35):
And I thought that wasinteresting because people don't
know that about us because weget accused of that sometimes
when they think there's a bigticket or whatever it is.
They think, oh, well...
because they had to pay so muchthat that stylist was upselling
them or whatever just neverheard it worded that way
SPEAKER_01 (02:56):
um it was funny last week we had a guest who
originally went to chris likeback in january and chris said
no you don't need foils go homelike no i'm not gonna you don't
need it so i'm not doing it soshe went home Then it was like
last week she called and she waslike, I know I need foils now.
(03:16):
I need foils.
Let me get in with Chris.
Well, I can't get you in withChris this week.
It's not happening.
I'm sorry.
So I was like, well, come to thevillage.
You come see me at the village.
So she came to the village andshe went to Maggie and Maggie
was like, No, you still don'tneed foils.
So how, you know, that's beenmonths.
(03:37):
I don't know if her hair'sgrowing really slow, but she
literally didn't have like, orshe was had like whiter hair.
So there wasn't a huge, youknow, uh, but it was funny
because Maggie could have donefoils.
There's no reason why shecouldn't have, she could have
made it, done it, but why do itif you don't need it?
That's preserving the integrityof the hair, which, um, in this
(04:01):
industry, um, oftentimes doesn'talways happen.
You know, it's like, what can Isell you?
In
SPEAKER_00 (04:10):
a lot of cases.
I think that's the perception ofit too.
I think, you know, whether ornot the stylist has, is
protecting the integrity of thehair or not, the perception
always is that, you know, I'mgoing to be upsold.
That's the perception the natureof people anyway to think that
they're going to try to sell mesomething, but definitely
doesn't affect a stylist in ourcompany at all.
(04:32):
It affects them in no way forthem to do a service that
increases the sales.
The ultimate thing is that mostpeople may not be aware of is
that they do everything thatthey can to to make their hair
beautiful, to give them theoutcome that they want and to
make them happy.
(04:52):
And that will affect their payby them wanting to come back to
the salon and being retained inour company rather than how much
they sell or how many dollarsthey leave with us.
So just something that I don'tthink is commonly known.
And they really accentuated itat Diamond District.
I mean, he really made it apoint to communicate that to us.
(05:16):
As well as, because it wasinteresting having this other
salesperson, as well as thesalesperson sharing with us the
history, the sourcing, theirbrand, and how long they've been
in business, and how long he'sworked there, and his role in
the company, and just a lot ofsharing of interesting,
personalized information aboutthe company and the
(05:37):
organization, just how theyseparate themselves, how they're
different, and why they'redifferent.
To be communicating that,because it's just not common.
I never
SPEAKER_01 (05:47):
even would have gotten that about there.
I never would have known whatyou just told me.
That's one of those things thatyou typically just always
assume.
Sure.
And the same thing goes in ourbusiness as well, where if a
stylist is not capable of doingwhat somebody's asked to do,
(06:11):
they're not just going to do itbecause they have to.
If it's not a thing, likesomebody walks in and wants a
balayage and that person doesnot specialize in balayage, you
know, rather than just throwingit on there, making it work, you
know, they're able to directthem, direct somebody in the
(06:33):
right direction that can do it.
SPEAKER_02 (06:35):
to
SPEAKER_01 (06:35):
ensure the guest is happy.
So it ensures the guest comesback either way.
You know what I mean?
SPEAKER_00 (06:41):
Yeah.
And they're not going to loseanything by not doing that
service for that time.
Our team, anyone on our team isnot going to be not compensated
or not paid for that timebecause they weren't producing
sales in that time period.
So it doesn't affect them inthat way.
It's okay for them to refer themto somebody who's or that that's
(07:06):
their expertise or it'ssomething that they're
passionate about rather than beforced to do something that
maybe they're not the best atand maybe won't make the guest
happy.
And I don't know that that'salways really communicated or
that people really know thatbecause in this industry, as it
has been standard across theboard for many, many years, it
(07:27):
has been the more you sell, themore you make.
And that only it's if they'renot on commission, they're
totally their own salesperson.
So all their sales are directlyaffect their paycheck every
week, all the time.
So just an interestingobservation about another
industry, which I didn't expectit to be that way because, of
(07:48):
course, I thought, you know,they're naturally going to be
upselling us or upgrading us.
And none of them were doing thatat all.
In fact, they were talking aboutcertain things.
I would have
SPEAKER_01 (07:55):
thought the same exact thing, you know.
SPEAKER_00 (07:57):
Yeah.
Yeah, it was interesting.
And to continue the conversationof separating us and keep that
in conversation with peopleabout why and what it is that
makes us different.
SPEAKER_01 (08:14):
even with redos um like on saturday i had a redo
scheduled and the stylist wasn'tcoming in so i had to and the
lady needed her hair done thatday she wanted it done so um i
was i we got her in withactually a top color specialist
(08:34):
you know and robin doesn't haveto worry about if you know robin
doesn't have to worry about ifshe's going to get paid to do it
like why would you want to dosomebody else's redo um but why
would you want to and she doesnot she didn't even worry she
worked with me to get the womanin so it's very helpful in that
(08:55):
area as well it's a bigdifference and they don't even
realize too When I have somebodyunhappy and I have to refund
them a lot of the time, like, Imean, I'll refund them just to
ensure they're happy.
Like, what can I do if youdidn't have if we didn't make
the mark and we didn't make youhappy?
I don't want you to pay for it.
You know, like if that everhappens, a lot of time I notice
(09:17):
the guest is like, well, they'renot going to get paid.
And that's in explaining tothem, like, yes, they do still
get paid and all of our servicesare guaranteed.
So, yeah.
SPEAKER_00 (09:28):
Yeah, and it gives us the ability to do that.
Where, you know, we see in thedebates a lot of times with
other salons where there's avery big problem with when there
is a redo in a salon, especiallyif it's a...
Well, they call them salons, butespecially if it's a booth
rental type salon and thereneeds to be a redo or even a
(09:48):
commission salon where they say,okay, stylist, yeah, you did
this.
The customer didn't like it.
We're going to take all thosesales away from you.
We're going to give them to theother styles who redoes it.
So you have money taken away,which creates another issue
because then you've got to dealwith, well, they're losing part
of their paycheck.
okay, they didn't make the guesthappy.
That's correct.
We should make them happy andgive them to somebody, but it
(10:09):
creates a rift within theenvironment of the salon because
now they weren't given theopportunity to redo it.
Maybe the guest didn't want themto redo it.
Maybe they wanted to go tosomebody else.
Um, so, you know, you could getsome resentment within a couple
of stylists that way too, where,um, there's that competition and
it, it, when in, In this case,it doesn't affect anyone.
(10:31):
It's okay.
We just want the guest to behappy.
And that being the ultimate goalenables us to do that, which is,
again, one of those other thingsthat separates us and makes our
way we do it.
We're not saying it's the bestway or the only way.
It's our way and it works forus.
But it definitely is adistinction from so many of
these other salons now who aremoving over to this new model of
(10:54):
every man for himself,everybody's a 1099, everybody's
a separate employee, notemployee, everybody's a
subcontractor, so that there isno, well, if I don't like my
service, I can get a refund or Ican go to somebody else.
It's not how the industry isgoing.
It's not the way the industry isgoing, sadly.
But that's one of the pointsthat differentiates us, too.
(11:17):
It's a good example from the oneyou had on Saturday, and it
happens all the time.
I mean, we want them to be ableto communicate to us that, They
didn't love it.
Please let us know so that wecan make it right.
SPEAKER_01 (11:28):
Or communicate that you don't like, if you don't
like your style, you know, at mynail place, I, um, with the girl
I was seeing went on maternityleave and I started seeing
another girl.
So then when I, the nail techcame back from maternity leave,
they wanted me to go back toher, and I didn't want to hurt
anybody's, you know, I'm verylike, oh, I don't want to hurt
(11:50):
your feelings, which I'm suremany other people are just like
me, but they were like, okay,now your nail tech's back, you
have to go back to her, and Iwas like, well, I kind of want
to, you know, and I just noticedthe Even from the nail tech that
I had.
The new nail tech was like,okay, well, your nail tech's
(12:10):
back.
Why can't I go stay with you?
Why do I have to go back to her?
Because it's that kind of...
It's just the difference.
And then for people like me whodon't speak out, it's awkward.
SPEAKER_00 (12:26):
Yeah, well, and that brings something else up that's
a really big key point is...
that sometimes people like tomake changes.
And in this business, oftentimesI think to change stylists in a
salon, they have to go toanother salon because there is
going to be that thing youpointed out right there.
Oh, you have to stay with yourstylist.
Well, you tried somebody elseand maybe they work better at
(12:47):
the nail place or you like thembetter and you want to stay or
they, you know, you have arelatedness that you like that's
better.
You don't want to feel bad aboutmaking that switch.
And it's okay.
You know, it doesn't affect, inour culture, it doesn't affect
the other stylists.
Now, maybe they liked doing yourhair and they wanted to do your
hair, but at the same time, it'snot going to cause any financial
(13:12):
rift because you're now goingwith somebody else within that
culture.
At least they stayed in thebuilding.
They stayed with the samecompany.
And you don't need to feeluncomfortable about making a
switch.
In fact, we...
Clients move around all thetime.
They'll move around fromlocation to location, right?
They'll go to differentlocations.
All the
SPEAKER_01 (13:27):
time.
I mean, I can't tell you eventhis season.
I feel like one of the mostinsane seasons, busy-wise, ever
in a long time.
And all the time when they can'tget in at another location, it's
so easy to just be like, oh,well, I can get you in over
here.
It happens all the time.
(13:49):
And you don't have to wait.
three weeks to get it if youcan't get it in and you need
this week like let me see whatthey recommend what other
stylists they recommend you knowwhat I mean so it's at least
there's that option
SPEAKER_00 (14:03):
always yeah it was to stay within our our culture
of salons our group yeah that'sthat's all that's what I wanted
to just talk about for a minutejust a little brief It's been
one of those things thatdifferentiates us.
And
SPEAKER_02 (14:22):
I got to see my
SPEAKER_00 (14:24):
dad.
My baby girl, yeah.
You look beautiful, by the way.
Even though you weren't evenprepared for the talk, as you
said, or prepared.
I know you like to get yourblowouts.
SPEAKER_01 (14:35):
I haven't had any blowouts lately because it's
been too crazy.
But I'm getting my hair donetomorrow.
SPEAKER_00 (14:41):
Okay, well, it looks beautiful.
My
SPEAKER_01 (14:42):
extensions.
SPEAKER_00 (14:44):
Oh, it's a Christy visit.
Nice.
SPEAKER_01 (14:47):
Yes, yes.
SPEAKER_00 (14:48):
Beautiful.
Your teeth look
SPEAKER_01 (14:49):
nice.
I'm making it work.
It's funny.
She was like, I was scheduledFriday, and she was like, I
can't do Friday, but I can maketomorrow work.
And I was like, oh, okay.
I don't know.
I'll figure it out.
I'll get coverage.
I'm coming to see you.
That's important.
I'm excited.
I'll make it work.
SPEAKER_00 (15:08):
Yeah, you don't get many opportunities.
That's a special one when youget in with her.
SPEAKER_01 (15:12):
Yeah.
No, I feel I'm in a great place.
place.
And just the last thing, I'mlearning for myself the real
definition of leading and beinga leader and how what I do
(15:34):
impacts other people.
And I can be a leader thatsomebody looks up to or like,
what impact am I having on otherpeople?
And just being aware of myactions.
And I feel the best I've felt inlike my whole life.
So I don't
SPEAKER_00 (15:49):
know.
Well, that's obvious.
I played a little bit of a clipthat we had from the last time
we did a cast podcastconversation together.
And there were like three in arow of those three weeks in a
row of conversations.
Well, we failed.
Well, I failed.
Well, we started this exerciseplan and something got in the
(16:10):
way.
Well, this got, this happened orthat happened or, Oh yeah, I ate
cheeseburgers or, Oh yeah,whatever it was.
And it was a series of failures.
So now, um, happy to reportthat, um, you know, probably
going on, is it over two months?
Maybe.
SPEAKER_01 (16:26):
Yeah.
I mean, I'm not, I feel like I'mnot like losing weight, like
crazy, but, um, I don't want themission to be to lose weight.
Like I just want to take careand nurture my body.
We only have one body, you know?
And I never realized how mucheverything I put in my body
(16:47):
affects me and my mind andphysical activity makes changes
my life.
My dad always told me that.
And I was like, oh, I'm notdoing what you do, dude.
But yeah.
I feel I can actually like makeit through a workout without, I
mean, I still die, but I don'tlike, I can actually do it
(17:07):
instead of like stopping in themiddle and take, you know, I can
do it.
It's, it's super rewarding tosee your progress and strength.
SPEAKER_00 (17:21):
Yeah.
And there's just something aboutwhat it does because if we, I
know for myself, if I don't havethat outlet of, of, some form of
exercise where I'm pushing mybody to exhaustion, I guess, or
beyond my regular limits becauseI need that.
(17:43):
And then it helps clear my head.
It really clears so much of theclutter out, the self-talk, the
negativity, the self-doubt, andgives me so much peace.
And I have to have thatcomponent because there's
nothing like when you finish oneof those workouts...
Um, that feeling that you have,uh, that it's when it's over
the, it's almost like a high.
(18:06):
It is.
And, uh, it helps carry your,um, it helps you be more
present.
It helps me be more presentanyway, and, uh, be able to
serve others because you talkabout leading and really what we
do as leaders is our role isserving.
If we're there to serve theothers, um, instead of,
SPEAKER_01 (18:26):
right.
Like it's not 10 other places,um, It's like, what am I doing
in this moment to make adifference?
And am I surrounding myself withpeople that have the same
mission as I do?
And being around those people,even having healthy people in
(18:47):
your life makes such a hugedifference.
But even Robert's been workingout.
And Jasmine told him he looksbuff.
SPEAKER_00 (18:57):
Yeah, you're bro.
Yeah, no, it becomes infectioustoo, but more people doing it
around you.
And like you said, people up tothe same thing.
It helps support your missionand what you're up to.
And you got to take care ofyourself.
You can't do anything foranybody else if you're not
taking care of you.
Right.
And you don't feel good aboutyourself.
SPEAKER_01 (19:16):
With my kids, I was trying to take care of...
everything on my plate but ifeel like i wasn't even being
effective at it because i waslike trying to swallow a whale
without dealing with everythingyou know i can't take care of
everything if i'm not takingcare of me so
SPEAKER_00 (19:35):
yeah if you're not in a good place you're not going
to be effective with anything
SPEAKER_01 (19:41):
yeah So good progress.
SPEAKER_00 (19:43):
Well, congratulations.
Yeah.
Much different results than howwe were stumbling along in those
last conversations.
But it's good to see.
SPEAKER_01 (19:51):
Yeah.
SPEAKER_00 (19:52):
It was like a year ago.
Is that what you're going
SPEAKER_01 (19:54):
to say?
It's good to have.
It's good to have.
SPEAKER_00 (19:58):
Yeah.
Well, it was.
However long ago it was, it waswe were in this, both of us, you
know, just we were.
SPEAKER_01 (20:06):
Every single time we would talk, we'd be like.
In the same struggle.
Okay.
SPEAKER_00 (20:09):
Yeah.
Yeah.
I mean, it was the same thing,the same thing that everybody
deals with in life, just like,okay, got to get on track, got
to get on track, got to get ontrack.
We're not on track, but we wererecording it and saying, are we
on track?
No, we're not.
We failed again.
We failed again, which is life,you know, that's quick.
So it's kind of cool now to seethat fast forward to this point
and look back on there and say,okay, well, our wellbeing is
(20:29):
being taken care of.
And, you know, and I
SPEAKER_01 (20:31):
feel like you have to be, uh, for me, I had to be
in that place where I was ready,uh, You have to be there or else
it's not effective.
SPEAKER_00 (20:42):
Yeah, and you have to restructure your life.
You have to restructure yourlife around that.
It can't be a secondary thing.
It has to be the primary thingthat occurs for you in your day,
like tinkering, well-being, orgetting to the gym or getting to
the...
What is it called?
What is it?
Burn.
Getting to burn.
Is that what you do?
SPEAKER_01 (21:01):
Yeah, and all those girls are so lovely and kind
and...
uplifting that makes a bigdifference too mckenzie's
awesome
SPEAKER_02 (21:12):
so
SPEAKER_00 (21:12):
yeah she's an inspiration yeah yeah cool well
much better to
SPEAKER_01 (21:20):
be around everywhere still and i watch what i follow
mckenzie around everywhere stilland i'm like okay i don't know i
totally didn't hear what thisshe just said can you do it
again and then she'll show meand i'm like And she doesn't get
impatient with me.
She's excited to show me.
So she's super helpful.
I love her.
SPEAKER_00 (21:40):
Yeah, she's a great mentor for you.
That's awesome.
I'm proud of you.
Very cool.
Good stuff.
All righty.
Thank you for making time forthis.
Thanks for hanging
SPEAKER_01 (21:49):
out.
I'm on the phones right now, andI'm watching the voicemails
coming, so I probably should goanswer them.
SPEAKER_00 (21:57):
Okay.
All right, good.
Well, tell everybody I said hithat you talked to the next
person that you were on thephone with me.
Tell them thank you for calling.
I love you.
See you later.
SPEAKER_01 (22:06):
All right.
Love you.
Bye.
UNKNOWN (22:08):
Bye.
Popular Podcasts
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com