May 21, 2024 • 44 mins
Step into the world of hairdressing mastery with Kristie Leslie, the entrepreneurial force behind Luxe Beauty Company, as she traverses the path from stylist to salon owner to a mentor for retail excellence. This episode stitches together the rich tapestry of Kristie's career, revealing the complexities of team management, the exhilaration of launching new ventures, and her dedication to setting industry standards. As she shares her narrative, we uncover the relentless drive necessary for triumph in the competitive realm of haircare, and the indispensability of fostering a community spirit.
Kristie Leslie and I take you behind the salon chair to discuss the transformative power of unparalleled customer service. We delve into the philosophy that each customer interaction, be it a haircut or a product recommendation, is an opportunity to imprint a memorable experience. Kristie's enthusiasm for exceptional service echoes throughout our chat, as we confront the common dread of sales and highlight the significance of a positive, service-driven approach, where the intent to benefit the customer overshadows aggressive sales tactics.
Ending on a note of introspection, Kristie opens up about the personal side of entrepreneurship, illustrating the profound growth that comes from the courage to reinvent oneself. Her words offer a roadmap for embracing change, staying humble, and finding joy in working within one's passion. This episode is not just a conversation; it's a wellspring of inspiration for anyone craving to infuse their business ventures with heart and authenticity while keeping their personal well-being in sight. Join us for an enriching journey through the peaks and valleys of the salon industry as Kristie Leslie imparts her wisdom on maintaining balance and chasing entrepreneurial dreams.
Mackenzie Kilshaw Co. offers comprehensive business coaching, and consulting tailored to your needs.
With Mackenzie's award winning entrepreneurial expertise in strategy, leadership, business development, branding, website development, social media management, SEO, sales and customer service training and more, clients receive personalized guidance to drive growth and success.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Shauna Foster (00:20):
Winning will help you learn the hard lessons the
easy way, with guidance fromcelebrated entrepreneurs and
business leaders.
It's fun, it's informative,it's Winning.
Mackenzie Kilshaw (00:32):
Welcome to Winning.
I'm your host, MackenzieKilshaw, and today's guest is
Kristie Leslie.
How are you today?
I'm great.
How are you Good?
Thank you so much for being on.
So Kristie is the visionarybehind Luxe Beauty Company in
Saskatoon.
She has over 23 years of salonownership and a passion for
(00:52):
retail.
She's actually also has a newbusiness, which is the business
of retail business.
She extends her salon successto empower others, elevating
their retail sales and theircustomer care standards.
I'm so excited to have you on.
I had a retail business.
It's very close to my heartwith retail and customer service
(01:14):
, so I'm really excited to haveyou here.
Why don't you just tell theaudience a little bit more about
yourself?
Kristie Leslie (01:21):
You bet.
Thank you so much for having mewhen to start, where to begin?
Well, I have been a salon ownerfor about 17 years.
I've been behind the chair for23.
I have two little girls whoalso love everything about their
hair and all the products andall of those things.
It's been an interestingjourney.
(01:42):
It's so cool to look back andto see how everything kind of
connects and all the dots kindof come together.
But it's.
I find that forties are kind ofa place where you really like
settle into life and I feel likethat's where I'm at right now,
just kind of finding my niche,finding the things that I love.
Um, I did not think that Iwould launch a new business this
year or in in and around thistime of life, but yeah, I think
(02:07):
that's just kind of theentrepreneurial brain.
It just never stops, always newideas and new things.
And I had a friend say to methis morning like you know, what
do you think you could get ridof?
Like, what could you take offof your plate?
Because life sometimes feelspretty overwhelming and it's
hard to decide what you're goingto remove or take off, cause I
think when you're passionateabout what you do you just kind
(02:28):
of get moving with all of thethings.
So, um, that's kind of who I am.
I'm like organized chaos, allthings on the go, always running
and driving places and and uh,gymnastics and baseball and kids
and life.
Um, yeah, it's a bit oforganized chaos, but it's, it's
fun, life is good.
Mackenzie Kilshaw (02:48):
I love that.
It's so true.
We were talking before werecorded and I said I feel like
everything is just going onright now.
It's so busy.
How do you keep up?
And I know you reallyunderstand that too.
I think people listening tothat, yeah, people are listening
.
It's like you own a business,you start another business, you
(03:09):
have two small kids, like ohLord.
But I love what you said, wherethe entrepreneurial brain never
kind of stops right.
And obviously you saw, you sawa need for specializing in
retail and teaching other peoplehow to do it.
We're going to talk a lot aboutthat today, did you okay?
(03:31):
So you started out as a stylist.
That transition from stylist toowner is a big difference,
right?
Huge.
Kristie Leslie (03:38):
Huge.
Mackenzie Kilshaw (03:38):
Yeah, huge.
So was that your firstentrepreneurial journey that you
had?
Kristie Leslie (03:47):
Yeah, it would have been.
I was 24.
I had been in the business.
For, yeah, and I went in it at18, right out of high school,
and so I'd been in it for likealready six, seven years and,
looking back, like I don't everhave any regrets, but I don't
(04:07):
know if that, if I could do itover, if that would have been my
next move, because it is verydifferent.
I think you can be a, you canbe great at whatever you're
doing, but to lead a team and tomanage people as a whole other,
it's a whole other game.
It's a whole other set of rules.
It's a whole other.
It's a huge learning curve andjust a very different thing.
So I was very young.
(04:30):
I don't feel like I even knowthat person anymore.
Mackenzie Kilshaw (04:33):
When you said 24, I like cringed a little,
cause I think I was like 32 whenI opened my business and that I
thought it was young, and 24 isjust, I feel like you're still
a kid really, but I mean youmade it.
Yeah, but I mean you have a verysuccessful salon and now the
(04:54):
transition into teaching otherpeople really how to have a very
successful salon.
That's another journey all onits own, because you still have
your salon.
It's not like you've its ownCause you still have your salon.
It's not like you've changedright, you still have it, yeah,
yeah.
So how has that been?
Kristie Leslie (05:13):
It's been great because it's such a deep rooted
passion for me that I just feltthe need to share it.
And I think, like that's kindof always, my mentality in
business too, is like nothinggreat in life is ever done alone
.
I don't hold my cards to mychest, I don't.
I'm kind of an open book thatway and I think that for me,
doing this and not just doing itwith my team like there are
(05:35):
many salons that do really wellwith retail, but the industry
average retail to service islike 12% and looking back on my
business, especially in the lastfour years and in this stretch
of time, like my businesswouldn't be alive if we didn't
have strong retail.
So just like helping otherbusinesses with that, I think,
(05:56):
elevates the industry as well.
It's it's a really importantpiece of the puzzle.
It's it's hard, to hard to haveany type of profit without it.
So I just felt like I couldn'thold it in my body any longer
and the program sat on mydesktop for over two years.
I would build it, switch outthe headshots, grow it a little
bit more like help my friendswith their salons and teach it
(06:19):
on Zoom every now and again, andit was kind of just a thing
where people are like, oh,you're really good at this, can
you help my team?
And I say sure, and and then,like this year, I was like, no,
this, this needs to come out.
And it's really amazing toconnect with other businesses
and, you know, in that organizedchaos feeling too, just to know
that like you're not alone andand to have somebody help.
(06:40):
I think is it's.
It's been really interestingand, I would say, like vital to
growing and maintaining mypassion too for the business and
and, um, just so many differentfacets of it that keeps keeps
my passion growing and alive.
So I love it that's good thingsin life, you know.
Mackenzie Kilshaw (07:01):
I love that because if we don't love what we
do every single day, what isour life about?
Like you spend more timeworking than you do with your
kids or with your spouse, orright.
So you have to love it and Ijust love that.
You said you're keeping thepassion alive, especially with
um hair industry, because it isphysically demanding, right like
(07:21):
to to do hair all day, everyday for 20 plus years.
Um, that's hard on your bodyreally.
Kristie Leslie (07:31):
It's hard on a lot of things if I'm being
honest, it's hard emotionally,it's it's hard on your body.
It's uh, it.
It takes a lot from us.
It also gives a lot, which is agreat exchange, but but it does
it takes a lot out of you.
So you have to find a way to tokeep it moving.
Mackenzie Kilshaw (07:47):
So it's been one of my pathways for it well,
I'm so glad that you've beenable to branch out, um when
you're going to other salons.
One thing I think that's kindof notorious about the salon
industry is that people are verycompetitive, which I always
(08:09):
think is funny.
Like, you can't change yourhairdresser, it's like cheating
on your boyfriend, right?
Um so, but clearly, though,you've found a way to um make it
more of a community, right,because you're going to other
salons and teaching them.
You have a salon too.
I mean, yeah, so how has thatbeen?
(08:31):
Obviously, you've been welcomed, but it's just a change from
kind of the norm of the industry, isn't it?
Kristie Leslie (08:39):
It is.
It definitely is, and I feellike I've always been one to
kind of push the limits on thatcomfort zone, even just with
like open, like sharedcollective education and things
like that.
But yeah, it's interesting andsome people are really welcoming
and open to it and some peopleare not.
And I think that's been cooltoo because it's really helped
me to find my niche.
(09:00):
And I know after these lastit's been 90 days since since I
launched this and my niche isteams Like I love the salon
teams.
I also like teaching opencluster classes, um and
independence, but my niche isreally the teams and um.
I think just like those peoplewill be open to it and and those
(09:20):
are kind of my people.
And the cool thing about thisprogram is that every salon is
going to take the informationand run with it in a different
way, so it's not a competitivething like twice now in two
cities, Edmonton and Winnipeg,we've taught in salons where you
can essentially see the nextsalon down the road and so
(09:41):
there's such a close proximityto them.
But they both ran with it andboth well, all four of them were
just so successful becauseeverybody's going to just use
the information in a differentway.
A lot of it is about mindsetand attitude and customer care,
so it's not just teaching onething that you don't want
somebody else to know, and so Ithink that's helped a lot with
(10:03):
the acceptance of it and Salon'sinviting me in definitely.
I think as I go further westthere's even more acceptance
because they're like oh, you'renot close to us, you're pretty
far away, so we're safe.
But yeah, it takes a while andyou know, even though we love
something, it doesn't mean it'snot challenging and not hard
(10:25):
like this has been a really it'sbeen a very challenging thing
to get moving, and I think whenyou're in something too for a
long time and then you startsomething new, it's like, oh
okay, I forgot what thesebeginning stages feel like.
Yeah, so, yeah, um, but yeah,it's different, it's unique and,
uh, not everyone's open to it,so definitely trying to create a
bit of a ripple there, but it's, it's got its challenges.
Mackenzie Kilshaw (10:48):
Yeah were you ?
Were you um, concerned orapprehensive about that before
you started um, or were worriedlike, did it not worry you?
I'm a worrier, I think theworst case and then try to
mitigate that and sometimes it'snot even an issue, right, so
maybe you weren't, but I justfeel like I would be nervous.
Kristie Leslie (11:14):
I was definitely nervous.
The first day that I, the firsttwo days that I was teaching in
salons, I was so sweaty thatlike my jacket, like my blazer
was not, even my shirt was likewet, but my blazer was pretty
sweaty.
I was definitely nervous aboutit.
I really tried to focus on whatI was doing and why I was doing
(11:36):
it and just kind of had that asmy North Star just to kind of
guide me into that.
But yeah, I was definitelynervous and there was a point
too, probably like maybe a monthago, six weeks ago, where I was
like you know, maybe I couldjust pull down all these posts
and just forget about it andjust like scrap it.
Maybe nobody would notice if Ithrew in the towel.
(11:58):
But yeah, I definitely thoughtabout it for sure.
And it's still there, it'sstill.
You know people will ask aboutit for sure.
And it's still there, it'sstill.
You know people will ask aboutit and then ghost me and there's
always those types of things.
But I am really just trying tokeep my eyes on that north star.
Mackenzie Kilshaw (12:11):
Yeah, for sure well, and at the end of the
day, you're trying, well,you're trying to help people I
mean, it's a business for youtoo, but you're literally trying
to help them get their businessin a better spot financially,
right.
And so, yeah, you're, yes,you're coming at it in such a
positive way that I think thatreally lends it to your success,
(12:32):
because you're not coming inthere to try to change them or
whatever.
You're trying to teach them howto be more successful, right.
So if they're, especially ifthey're reaching out to you,
there's a reason definitely yeah, yes, yes and finances in the
salon business, I know, are oneof the the hardest things
(12:53):
because you have, yeah, so muchoverhead.
People don't realize the cost,you know.
They think, oh, how much doescolor cost?
Or how much does it cost me to,um, go go there and get a
haircut?
But I think people don'trealize, first of all, as a
hairstylist, you're a tradesperson, the same as a plumber or
(13:16):
electrician or anything else.
So you're not, your team isn'tgetting paid $20 an hour like
those.
Those days are long gone, right, and so without retail which
we're going to get into here,like you said without that key
component for a lot of people,they're really struggling
financially.
Kristie Leslie (13:39):
Yeah, definitely , and I mean we're in a
different, different kind oflike time zone too, with
economics and things like that,so you really have to maximize
all the corners of business andthe profit margins are different
.
It's just the nature of thebeast.
So, yeah, it's interesting.
I love the business side of it,I love that piece, so it's
(14:02):
great to combine them.
And you know, as a younghairdresser and salon owner too,
that was what I did notunderstand and I had a partner
who understood it and we stillended up closing our doors um
eight years later because thethe money just didn't line up,
profits didn't line up.
So, yeah, yeah, it's pretty,pretty deep yeah.
Mackenzie Kilshaw (14:23):
Yeah, well, and at the end of the day, if
you don't have profit, you don'thave a business, and that's a
really hard pill to swallow,right, but it is.
Um, let's, let's talk aboutyour program a little bit more.
And really, retail and customercare go to hand in hand with
any.
Don't have to be hairstylist orown a hair salon to know how
(14:48):
important these are.
But why don't you just give alittle bit of an overview of why
retail and customer care are soimportant and how they impact
your business?
Kristie Leslie (14:58):
Yeah, you bet.
So when I started putting thisprogram together, I started
thinking about kind of all ofthe pillars of success with
sales, and my dad was a salesmanat Sears for 37 years and
before he died I asked him likewhat was one of the major keys
(15:30):
to success for you?
And he just said to me he wasso clear about it.
It was such an easy questionfor him to answer and he just
said, like Krist, sales is justhelping people get what they
want and need.
That's all that it is.
And so that was a reallyimpactful moment for me because
he just it was so simple for him.
It wasn't you're just helpingpeople and you're just helping
(15:51):
them get what they want and need.
It was so clear.
So in this program I really diveinto, we start off with the
feelings of sales and how salesmakes people feel, and it's so
interesting because the samewords always come up, the exact
same words.
It doesn't matter if I'm eastwest wherever it is, um, you
(16:11):
know that it feels pushy, itfeels gross, it feels um, weird,
it feels awkward, it feels this, that, and and so many
different feelings come up forpeople, and you know it's kind
of that law of polarity where ifone side exists, the other side
can exist.
So some people feel excited,they feel happy, they love it,
(16:31):
they get just so pumped up aboutit, and I definitely live on
that side of it.
I love selling, but a lot ofhairdressers to feel like
they're they're not in the,they're not there to sell and in
, I think in any business,you're selling so many pieces of
it.
We're selling services, we'reselling ourselves like really in
(16:52):
life, you're selling yourselfright.
And so in bringing all of thattogether, you know, starting
with the feelings, we go intothe experience and then we go
into tools.
So it's, it's a reallybeautiful collection of all of
these different pieces.
We talk a lot about mindset.
We talk a lot about, just likeyour attitude, best and worst
(17:13):
sales experiences you've everhad.
You know, like where you liketo shop, where you like to go
for dinner and, and you know,even you go for dinner and even
your waiter or waitress isselling you.
Would you like a dessert?
You know there's always thingsthat are life is selling us
every day, and so this bringstogether all of those little.
(17:33):
We literally put shed light onevery corner of it and just how
to create a better experienceand I really think, sadly, right
now the world is prettymediocre.
You know, like you go to arestaurant, services it's okay
and it's really expensive.
You know you go anywhere thegrocery store, people are grumpy
(17:56):
, and I think that the negativeexperiences in life definitely
outweigh the beautiful, likereally amazing experiences.
So in my business and in thisprogram, I just really wanted to
create exceptional experiencesand bring in that exceptional
level of customer care and youknow, that was something that I
(18:17):
always felt when I walked intoyour store too.
It was just that enhancedexceptional level of care and I
appreciate that in life.
I love that.
I love going to a beautifulhotel and the service is amazing
and they take care of you andthey you walk in and, oh,
welcome, Mrs Leslie.
You know, like those are thepieces of life that really like
(18:38):
it's the light, you know it'sthe, that's the good stuff in
life and, um, when people gettheir hair done, that's one of
their favorite things that theylook forward to, and so
capturing that and bringingthose pieces together, I think
is so great and for me too, likethat should happen with hair
care as well.
Mackenzie Kilshaw (18:57):
Yes, for sure .
Kristie Leslie (18:58):
You ask.
Probably, like you know, 99% ofwomen have this graveyard under
their cabinet that they don'tuse, but it's probably just
because they haven't received aproper recommendation.
Yeah, so for me it's, it's justlike that's.
That's a part of what I do.
That's equally as important ascutting my client's hair,
because you can't style a greathaircut without what you have,
(19:19):
and just brings it all together.
I'm kind of getting off track.
My mind just goes in all thedifferent directions because I
get so excited about it.
I love this.
You know, customer care in incustomer care in any business is
just so valuable and it's kindof become.
It's lost.
Maybe it's just like you know,out lost in the woods and it's
going to come back soon.
(19:40):
But I don't think that thereare as many great experiences
out in the world right now asthere are exceptional.
So I agree, I fully agree.
Mackenzie Kilshaw (19:49):
Trying to be that one, yeah, but you know
what that 1% is, what sets youapart, which is what brings you
the customers, which is whatbrings you the profit.
Right, and that was mentioned,my store, and thank you because
when I hear that.
I've sold my store, I don't haveit anymore.
But when I hear that, that doesbring me joy, because when I
set out that was one of thethings I said I want to create
(20:12):
an experience like nowhere else.
And whoever comes into my storeI don't care who they are, how
much money they have, you knowtheir background, anything I
want them to feel thatexperience.
And now that I've closed,unfortunately, I get so many
messages exactly what you'retalking about the experience
(20:33):
there's no experiences anymore.
No one cares.
People don't greet you when youcome in, people don't suggest
things.
You know it's, and I agree withwith you, it's an art that's
really gotten lost, and I don'tknow if that was COVID, you know
, those things kind of went awaybecause we couldn't.
You know, we maybe didn't haveface to face or you had a mask
(20:55):
in front of you or whatever itwas.
Um, but I'm with you, like whenare they coming back?
Because they should be here,right, right.
Kristie Leslie (21:02):
Yeah.
Mackenzie Kilshaw (21:03):
It sets you apart.
Kristie Leslie (21:04):
Yeah, A hundred percent, and those experiences
are so memorable, you know, likeyears later people remember
that, years later.
Um, you know, people still talkabout my dad when he worked and
he was.
You know, that's the thing, too, is like you don't have to do
anything in life.
That is really like so grandand magnificent, Like I mean,
(21:26):
I'm just cutting hair andselling shampoo, right, my dad
sold TVs and appliances at Sears, and but you can create a
beautiful experience and amemorable experience in anything
that you're doing in life and,um, yeah, it's that's, that's
the good stuff.
Mackenzie Kilshaw (21:43):
That's so true for sure.
Okay, I want to go back to whenyou said you asked everybody
how they feel about sales andmost people it's all the
negative things and it is reallythat like used car salesman,
quote, unquote.
So many people are right andthey're like, well, I don't want
to ask and I'm like, yes, Ialways said, because I've done
(22:10):
lots of sales training to what'sthe worst.
They can say to you no, so what?
Move along, you know.
But if you never ask, you'renever going to get there.
So let's start with the mindset,because I feel I know you talk
about that in your program.
I feel it's so important.
Um, so, starting with thatpositive mindset, how does that
help you with sales?
Kristie Leslie (22:33):
Well, I think you have to have a good attitude
and a positive mindset to besuccessful with anything in life
.
You know, if you have aterrible attitude, you're
probably going to get terribleresults.
So that really is the startingpoint to anything and you can.
There's always two sides of thecoin.
You can, you can be gratefulfor something, you can be
(22:57):
resentful towards something, youcan be excited about something,
you can be fearful of something.
There's always like those twosides.
So just you know, seeing thegood in something and and having
that positive attitude andcoming at it with a great energy
that exchange of energy is soimportant too and they kind of
go hand in hand.
You know, like positive mindset, positive attitude, great
(23:21):
energy.
I think that that's what'sgoing to really connect the dots
and really close the sales.
Like people don't want to buyfrom people that are grumpy.
People don't want to buy fromsomebody who's not genuine and
authentic and excited about whatthey're doing.
So you have a positive attitude.
You're almost all the way there.
Mackenzie Kilshaw (23:40):
Yeah, I think so too, and I I think too, then
that kind of that positivemindset, positive attitude then
kind of changes your feelingsabout sales, right, because most
people are like I don't want to, oh yeah, like I don't want to
be salesy, like I don't wantthem to just think I'm trying to
sell them something, to make acommission or whatever it is,
(24:01):
which really those go hand inhand, don't they?
Kristie Leslie (24:05):
Yeah, they do.
Yeah, what have you?
And I think, just realizing no,that's okay, go ahead.
Um, just realizing that, a lotof times too, people are coming
to us because they needsomething.
Yes, and um, that's so justjust doing what you can do to
the highest level that you canand just giving as much as you
(24:28):
can.
It's about the give, I think.
Mackenzie Kilshaw (24:30):
Yeah, for sure yeah, because, like you say
, like your dad said, helpingpeople get something that they
need right, um, helping people,yeah, solve a problem.
Like I come in, geez, my hairis dry, what do I need?
Right, and I think to you, yourgroup of people, as they're the
(24:51):
experts, like I don't know whatkind of shampoo I should use
for my hair, like I don't, Idon't know I'm, I want you to
tell me what to buy, becauseyou're the one that knows Right.
And I think, for a lot of times, as the customer, kind of like
flipping it, I maybe I might say, oh, I need a new shampoo, or I
(25:12):
need a new conditioner, which Ibuy and you recommend, and I
buy it and I go home.
But a lot of customers, too,they don't really want to ask
either, because they're like, oh, I don't want them to suggest
like seven things now that Ineed to use, you know.
So there's kind of that barrier.
Yes, as well on the other side,yes, that you have to overcome,
yeah.
Kristie Leslie (25:36):
Yeah, definitely do you promote.
I think like just being.
Mackenzie Kilshaw (25:42):
I was just going to say do you promote the
education part, like educatingthem, more than, like I know you
don't promote being salesy.
But how do you like, how do yousay is the best way to sell
them something?
Kristie Leslie (25:59):
It starts with the education, for sure and
that's always the other wordthat comes up with every salon
that I'm in of what you know,the things that we need to sell,
and everyone says knowledge,and that's a really important
piece of the puzzle too.
So, pairing up that knowledgeand that you know, extensive
(26:20):
learning and ongoing learningtoo, with being genuine and
authentic always and solving theproblems, that's really what
it's about.
And when those couple thingscome together, those three
pieces which I think are themost important, but when those
ones come together, you're notcoming across salesy, pushy, you
(26:41):
know, awkward, weird, weird,any of those things, because
you're you really have likeyou're coming at it with an
approach of of customer care andtaking care of them.
So it's it kind of takes allthree, though it doesn't really.
Mackenzie Kilshaw (26:56):
You've got to , yeah, I agree and I think too
um, especially with most placesthat you go, um, you're gonna
have, you have differentofferings, right.
So you might have, especiallyin the salon, you might have,
Ori be, that's a higher price,and you might have R and Co
(27:16):
that's a lower price, and you'vegot different offerings for
people, right.
And so I think too yeah, likeabsolutely.
I always thought too.
There's no reason why you can'tsay, like is there a price
point you had in mind or abudget that you need to stay in,
especially now we're talkingabout everything's costing more,
you know, and maybe I canafford to spend $30 on a shampoo
(27:40):
, but not $60, right, and thenyou can still tailor your
experience to that customer,which really is that
relationship piece absolutelyclarity.
Kristie Leslie (27:53):
It's the clarity is so important.
We talk a lot about money andwe talk a lot about budgets and
we do it right from thebeginning of the service, in the
consultation.
I think that's when it getsweird, too is, as a hairdresser,
you go through the entireservice and then you get to the
end and then you ask about it.
But it needs to be a part ofthe entire experience.
Any salon.
You walk into it, right at thefront of the salon and everyone
(28:15):
is the retail and at the stylingstations and at the backwash,
and then you're styling andfinishing their hair and then
and then we get to the end andwe're like, oh, we make it weird
, but it doesn't have to be thatway.
Right, it's when it's a part ofwhat you do.
Let's make it a part of what wedo and and that's yeah, it it's
a whole other.
It's a whole other ballgamewhen you're taking that approach
(28:35):
with it and really intertwiningit into all of the pieces of
the service.
Mackenzie Kilshaw (28:40):
And at the end, if in all reality, kind of
that, like I think these wouldbe great for, like these would
be great for your hair, andmaking suggestions to them, that
really does finish off thatwhole circle, doesn't it?
Yeah?
Kristie Leslie (28:57):
Yeah, yeah, I know, even for myself as a
consumer like sometimes, ifyou've had a really beautiful
experience too, sometimes I justwant to leave with something to
treat myself and to experiencethat experience over again at
home and to have that feelingand to you know the smells and
the feelings and and it reallykind of connects you to that
(29:20):
experience.
So a lot of times it's it's noteven about anything that you
need, it's just something thatyou want to, and I would feel
disappointed if I left andsomebody didn't kind of wrap up
the whole experience with that.
So it's another, another'sanother, another part.
Mackenzie Kilshaw (29:34):
That's a really good point that take home
and that reliving, even justlike the scent of right.
Sometimes you're like oh thatreminds me of that.
Yeah, when I got my hair done,and how good you feel.
I mean, nothing feels as goodas going to get your hair cut
and for me now colored, becauseof course I've got a nice little
white patch coming in and butreally you feel so good when you
(29:56):
leave the salon, like to relivethat.
Kristie Leslie (30:00):
That's such a great point, so good yes, I go
for these really beautifulfacials and at the end she puts
this amazing lip balm on and andthat was that was it for me.
That was the thing that, like,really caught me and I was like,
oh my gosh, like I just feel sogood right now.
I had to take that lip balmhome it was like $70, but I
(30:23):
needed it because I wanted tofeel that feeling again, you
know.
And so I think that sometimeswe forget that it's it's
feelings for people too, andthat and you got to keep that
moving for them and that's howyou connect with people for sure
.
Mackenzie Kilshaw (30:44):
And relationships are so important
in business because when youhave that relationship with your
customer or client, thatloyalty, they come back, they
tell their friend, their friendstarts coming right.
That's really how you buildyour business and sustain it
yeah do you think honestly Imean, I know, retail is a
(31:06):
product and a relationship is isa a thing, intangible thing,
guess but they're probablyequally as important, aren't
they?
Kristie Leslie (31:18):
Yes, and there are actually so many statistics
too in our business I wouldimagine in other businesses as
well but that when there is aretail purchase, that happens,
the level of loyalty and thepercentage of clients that will
return it just skyrockets.
It's a whole other levelbecause there's a deeper level
(31:39):
of trust.
There's a differentconversation that happens,
there's a different point ofconnection that happens, and
then you're just you'reconnected to people so much
deeper.
So, yeah's, it is actually likea statistic and the numbers I
don't know what the number is,but I think it's like 86 as
(31:59):
opposed to like 14 or somethinglike that.
It's a very, very big gap.
So that loyalty is everythingand if you're not having
returned customers, you're goingto be spending your 10 years
for a long time in business andyeah, yeah, and that same thing
doesn't matter what yourbusiness is, whether you're
going to be spending your tiresfor a long time in business and
that's yeah.
Yeah, and that same thing.
Mackenzie Kilshaw (32:16):
It doesn't matter what your business is,
whether you're hairstylist, hairsalon, me with my clothing
store, or restaurant, whateverit is.
You want those repeat peoplebecause having to spend money to
go out to find a new person isway more than keeping who you
have and keeping them reallyhappy.
Kristie Leslie (32:33):
Oh yeah, absolutely yes, than keeping who
you have and keeping themreally happy oh yeah, absolutely
yes.
Mackenzie Kilshaw (32:38):
What are the best ways?
The best ways to either, like,grow or maintain those
relationships.
Definitely trust, which you hiton.
Are there other things, um,that really stand out to you
that keep that relationshipstrong?
Kristie Leslie (32:58):
I think, um, like reconnecting with people
and the kind of like I guess youcould say like the aftercare
that happens, or um, like wealways send people home with
like a little thank you note, atleast to mail them but you
don't really mail anything inlife anymore but, um, just like
(33:19):
the gratitude and theappreciation I really, I truly
never take for granted thatsomebody chooses to shop at my
business or spend money at mybusiness or sit in my chair.
Um, I have lots of clients thatare still within my business,
even though I don't do theirhair anymore, because my time
behind the chairs is prettyshort now.
(33:39):
But you can't take that forgranted because people can go
anywhere.
There's hundreds of salons,there's hundreds of boutiques,
there's you can pick up yourphone and you can order
something online immediately.
You can pick up your phone andyou can order something online
immediately.
So I think just expressing thatgratitude and just having
letting people know how much youappreciate them, I think is a
(34:02):
really, really big thing,because I think there's also a
lack of appreciation in theworld too.
So I think that's a big one andjust being present you know,
life is really busy and justwhen you're, when you're there,
be where your feet are, be withpeople.
Um, I think that's probably.
Mackenzie Kilshaw (34:20):
Those are probably a few of my that comes
to mind that, really thatgratitude and appreciation and
you mentioned before beinggenuine and authentic, I think
those go leaps and bounds.
Um the gestures I love to, likethe thank you note or the
message after that you get.
But that's why, if we think forourselves, that's why you go
(34:44):
back to the same hairstylist orthe same store or the same
restaurant where the waiterknows your name.
That's why, because you feelspecial and important and like
they know who I am and they knowmy life and they know my
husband and kids and and that'sthat's really it, isn't it?
Kristie Leslie (35:04):
It is, yeah, such a major key and everybody
in life wants to feel valued,important and, um, just like
they, like they, matter, matter.
So it doesn't matter who youare, everybody else it's so true
, I think do you have a mostimportant lesson?
Mackenzie Kilshaw (35:22):
That you've learned along your
entrepreneurial journey that youwant to share oh, I feel like I
could talk about this for days.
Kristie Leslie (35:33):
I know just one.
I think the yeah share a few.
I think my top ones would bepartnerships are everything.
Partnerships are absolutelyeverything in life.
I don't think that anything inlife that is remarkable or
(35:57):
really you know, kind of the big, the bigger things Well, I mean
anything but nothing in life isachieved alone, and greatness I
think that's where greatnesscomes from is from doing things
with people, and that would beone of them is, if you want to
go further, you know, go withpeople.
Two, you never know it all.
(36:18):
Never, ever stop learning,because life is a continuous
progression of growing.
And I think that maybe thiswould be my first one.
This one landed very deeply withme, with a business coach that
I had.
I always have a coach, but shecoached me a few years ago and
this was a very pivotal momentin my life.
(36:39):
She said you don't have to bewho you were, and that was huge,
because when I closed my othersalon and I opened a new one, I
had to make the decision toleave that behind.
Kind of reinvent who I was as aleader, as a salon owner, as a
hairdresser.
Kind of reinvent who I was as aleader, as a salon owner, as a
hairdresser, and but we don'thave to be who we were.
(37:02):
People in life are always likeoh, you're amazing, don't change
, don't ever change, don't everchange.
But that's a lot of.
The point of life is to changeand to grow and to learn and
develop and progress.
Progression is what keepspeople happy and evolve, right
like evolution is.
Evolution is everything.
And what comes along with allof those great things in life is
reinventing yourself andbecoming a new version of
(37:23):
yourself.
And so I think we hold on tothese old versions of ourselves
and in business and in life.
Life, business, same same, same, same same.
Um, you have to keep, you haveto keep reinventing yourself and
growing as a human to keepmoving through those things.
And you don't have to be whoyou were.
(37:43):
You can grow, you can decidedifferently, you can change, you
can leave things behind, things, people, places and um, that's
what keeps us growing.
So I think that, yeah, thatwould be my number one for sure.
I love that advice.
Mackenzie Kilshaw (37:58):
I usually ask one thing you wish you had
known.
But maybe that's it.
I don't know if you havesomething else, but it's true.
Who you were, yeah, it's a bigone.
Or I'll say, if you're going togive your your 24 year old self
advice, when you opened yoursalon, is there something you'd
(38:18):
tell yourself?
Kristie Leslie (38:21):
Yeah, oh, I would tell myself a lot of
things.
Uh, I think mostly just likejust to stay humble.
You have to let the ego go inlife.
You don't know everything.
People are going to have tohelp you.
You know, I get that a lot.
I think, especially as a womanand especially as a business
(38:41):
owner, like, oh, how do you doeverything and I do not do
everything?
I don't.
I have somebody who cleans myhouse, I have somebody, you know
, we have a nanny starting withus next week because we,
especially in this last stretchof the school year, we need some
help with the kids andschedules, and I've been
traveling every second week, soevery second weekend.
So, um, we, I don't do it all,but there's this perception that
(39:03):
people do do it all and um,yeah, I think just like asking
for help and knowing that you'regoing to need help along the
way and just being okay withthat.
That's again, that's where thegreatness comes from is you work
with people, you collaborate,you create beautiful
partnerships and that's where.
That's where the great.
Mackenzie Kilshaw (39:24):
I couldn't agree more, and we talked at the
beginning about having apassion and joy in life, and I
always think I'm on the exactsame wavelength as you.
You can't do everything, andit's okay, just know, it's okay
to have somebody that cleansyour house or cuts your grass or
whatever it is, does your books, but why do you want to spend
(39:44):
the time doing the things thatyou don't even want to do or
like doing Like?
Wouldn't you rather havesomebody else do that, even if
you have to pay them, and youget to do the things you love?
Oh, yeah, somebody else to that, even if you have to pay
Kristie Leslie (39:57):
Oh yeah, and imagine if everyone worked in
their zone of genius andeveryone loved what they were
doing.
Like there's so many pieces ofmy business I don't even want to
touch, I don't want to, like II wish that I didn't need to
know about it.
I do need to know about it, butthere's so much that I don't.
I don't want to do it and I'mso much happier when I'm not
doing it.
(40:17):
If I'm in transition of hiringsomebody new or delegate or
reorganizing.
You know you're alwaysreorganizing things in business
and making adjustments, but Iget real grumpy if I'm doing
things that I don't want to doand that.
I'm not good at I'm not good ateverything.
So, yeah, just like find thosepeople that are cause there are
(40:37):
people that are really good atthose things.
Mackenzie Kilshaw (40:39):
I'm enjoying it and they're good at it and
they like it.
Imagine that.
Kristie Leslie (40:43):
Yeah, I know.
Mackenzie Kilshaw (40:46):
Yeah, yes, I'm with you on that boat.
Get rid of the things you don'tlike.
Shauna Foster (40:52):
Do what you you love your life is going to be so
much better right?
Mackenzie Kilshaw (40:58):
Yes, exactly thank you so much for being on
this time has just flown.
I don't know how you.
We just kind of visit on hereand it goes by so fast.
So thank you, um, I know peopleare going to want to know more
about your salon and more umabout your new program, so where
(41:19):
is the best place for them tofind you or find more
information?
Kristie Leslie (41:27):
The best place is always instagram.
I'm always living on Instagram,uh, and so that's where you can
find me and the salon, and soeither Luxe Beauty Company or
Kristie@Luxe Beauty Company, andour website has all the info,
but Instagram is usually thebest place for everything that's
(41:48):
up to date, because you know ittakes also a person to update
the website, so I'm not good atthat either.
It's a social media website.
Mackenzie Kilshaw (41:53):
You can have one person just doing Instagram
now.
It's just wild, hey.
So, yeah, I will tag you andthe salon, both so that people
can find you easy if they go toour social media.
So thank you so much.
This was such a greatconversation and I really loved
having you on.
Kristie Leslie (42:10):
You're welcome, oh thank you so much for having
me.
It's great me also.
You on, you're welcome.
Oh, thank you so much forhaving me great and for
everybody listening.
Mackenzie Kilshaw (42:21):
Thank you so much and we'll see you on the
next episode.
Thanks for listening to winning.
Be sure to subscribe to get allof our new episodes.
If you enjoyed this episode andyou'd like to help support the
podcast, please share it withothers, post about on social
media and leave a rating andreview wherever you listen to it
.
To catch all of the latest fromus, you can follow Winning
Podcast on Instagram @winning_podcast, Facebook @winning
(42:43):
podcast and on Twitter @winningpod.
Winning was created and isproduced by me, Mackenzie
Kilshaw.
Music, created by Summer Firby,editing by Seth Armstrong.
Special thanks to Shauna Fosterfor voicing our opening and, of
course, a huge thank you tothis episode's guest.
Thanks again for listening andI'll see you on the next episode
(43:06):
.
Winning will help you learn the hard lessons the
easy way, with guidance fromcelebrated entrepreneurs and
business leaders.
It's fun, it's informative,it's Winning.
Mackenzie Kilshaw (00:32):
Welcome to Winning.
I'm your host, MackenzieKilshaw, and today's guest is
Kristie Leslie.
How are you today?
I'm great.
How are you Good?
Thank you so much for being on.
So Kristie is the visionarybehind Luxe Beauty Company in
Saskatoon.
She has over 23 years of salonownership and a passion for
(00:52):
retail.
She's actually also has a newbusiness, which is the business
of retail business.
She extends her salon successto empower others, elevating
their retail sales and theircustomer care standards.
I'm so excited to have you on.
I had a retail business.
It's very close to my heartwith retail and customer service
(01:14):
, so I'm really excited to haveyou here.
Why don't you just tell theaudience a little bit more about
yourself?
Kristie Leslie (01:21):
You bet.
Thank you so much for having mewhen to start, where to begin?
Well, I have been a salon ownerfor about 17 years.
I've been behind the chair for23.
I have two little girls whoalso love everything about their
hair and all the products andall of those things.
It's been an interestingjourney.
(01:42):
It's so cool to look back andto see how everything kind of
connects and all the dots kindof come together.
But it's.
I find that forties are kind ofa place where you really like
settle into life and I feel likethat's where I'm at right now,
just kind of finding my niche,finding the things that I love.
Um, I did not think that Iwould launch a new business this
year or in in and around thistime of life, but yeah, I think
(02:07):
that's just kind of theentrepreneurial brain.
It just never stops, always newideas and new things.
And I had a friend say to methis morning like you know, what
do you think you could get ridof?
Like, what could you take offof your plate?
Because life sometimes feelspretty overwhelming and it's
hard to decide what you're goingto remove or take off, cause I
think when you're passionateabout what you do you just kind
(02:28):
of get moving with all of thethings.
So, um, that's kind of who I am.
I'm like organized chaos, allthings on the go, always running
and driving places and and uh,gymnastics and baseball and kids
and life.
Um, yeah, it's a bit oforganized chaos, but it's, it's
fun, life is good.
Mackenzie Kilshaw (02:48):
I love that.
It's so true.
We were talking before werecorded and I said I feel like
everything is just going onright now.
It's so busy.
How do you keep up?
And I know you reallyunderstand that too.
I think people listening tothat, yeah, people are listening
.
It's like you own a business,you start another business, you
(03:09):
have two small kids, like ohLord.
But I love what you said, wherethe entrepreneurial brain never
kind of stops right.
And obviously you saw, you sawa need for specializing in
retail and teaching other peoplehow to do it.
We're going to talk a lot aboutthat today, did you okay?
(03:31):
So you started out as a stylist.
That transition from stylist toowner is a big difference,
right?
Huge.
Kristie Leslie (03:38):
Huge.
Mackenzie Kilshaw (03:38):
Yeah, huge.
So was that your firstentrepreneurial journey that you
had?
Kristie Leslie (03:47):
Yeah, it would have been.
I was 24.
I had been in the business.
For, yeah, and I went in it at18, right out of high school,
and so I'd been in it for likealready six, seven years and,
looking back, like I don't everhave any regrets, but I don't
(04:07):
know if that, if I could do itover, if that would have been my
next move, because it is verydifferent.
I think you can be a, you canbe great at whatever you're
doing, but to lead a team and tomanage people as a whole other,
it's a whole other game.
It's a whole other set of rules.
It's a whole other.
It's a huge learning curve andjust a very different thing.
So I was very young.
(04:30):
I don't feel like I even knowthat person anymore.
Mackenzie Kilshaw (04:33):
When you said 24, I like cringed a little,
cause I think I was like 32 whenI opened my business and that I
thought it was young, and 24 isjust, I feel like you're still
a kid really, but I mean youmade it.
Yeah, but I mean you have a verysuccessful salon and now the
(04:54):
transition into teaching otherpeople really how to have a very
successful salon.
That's another journey all onits own, because you still have
your salon.
It's not like you've its ownCause you still have your salon.
It's not like you've changedright, you still have it, yeah,
yeah.
So how has that been?
Kristie Leslie (05:13):
It's been great because it's such a deep rooted
passion for me that I just feltthe need to share it.
And I think, like that's kindof always, my mentality in
business too, is like nothinggreat in life is ever done alone
.
I don't hold my cards to mychest, I don't.
I'm kind of an open book thatway and I think that for me,
doing this and not just doing itwith my team like there are
(05:35):
many salons that do really wellwith retail, but the industry
average retail to service islike 12% and looking back on my
business, especially in the lastfour years and in this stretch
of time, like my businesswouldn't be alive if we didn't
have strong retail.
So just like helping otherbusinesses with that, I think,
(05:56):
elevates the industry as well.
It's it's a really importantpiece of the puzzle.
It's it's hard, to hard to haveany type of profit without it.
So I just felt like I couldn'thold it in my body any longer
and the program sat on mydesktop for over two years.
I would build it, switch outthe headshots, grow it a little
bit more like help my friendswith their salons and teach it
(06:19):
on Zoom every now and again, andit was kind of just a thing
where people are like, oh,you're really good at this, can
you help my team?
And I say sure, and and then,like this year, I was like, no,
this, this needs to come out.
And it's really amazing toconnect with other businesses
and, you know, in that organizedchaos feeling too, just to know
that like you're not alone andand to have somebody help.
(06:40):
I think is it's.
It's been really interestingand, I would say, like vital to
growing and maintaining mypassion too for the business and
and, um, just so many differentfacets of it that keeps keeps
my passion growing and alive.
So I love it that's good thingsin life, you know.
Mackenzie Kilshaw (07:01):
I love that because if we don't love what we
do every single day, what isour life about?
Like you spend more timeworking than you do with your
kids or with your spouse, orright.
So you have to love it and Ijust love that.
You said you're keeping thepassion alive, especially with
um hair industry, because it isphysically demanding, right like
(07:21):
to to do hair all day, everyday for 20 plus years.
Um, that's hard on your bodyreally.
Kristie Leslie (07:31):
It's hard on a lot of things if I'm being
honest, it's hard emotionally,it's it's hard on your body.
It's uh, it.
It takes a lot from us.
It also gives a lot, which is agreat exchange, but but it does
it takes a lot out of you.
So you have to find a way to tokeep it moving.
Mackenzie Kilshaw (07:47):
So it's been one of my pathways for it well,
I'm so glad that you've beenable to branch out, um when
you're going to other salons.
One thing I think that's kindof notorious about the salon
industry is that people are verycompetitive, which I always
(08:09):
think is funny.
Like, you can't change yourhairdresser, it's like cheating
on your boyfriend, right?
Um so, but clearly, though,you've found a way to um make it
more of a community, right,because you're going to other
salons and teaching them.
You have a salon too.
I mean, yeah, so how has thatbeen?
(08:31):
Obviously, you've been welcomed, but it's just a change from
kind of the norm of the industry, isn't it?
Kristie Leslie (08:39):
It is.
It definitely is, and I feellike I've always been one to
kind of push the limits on thatcomfort zone, even just with
like open, like sharedcollective education and things
like that.
But yeah, it's interesting andsome people are really welcoming
and open to it and some peopleare not.
And I think that's been cooltoo because it's really helped
me to find my niche.
(09:00):
And I know after these lastit's been 90 days since since I
launched this and my niche isteams Like I love the salon
teams.
I also like teaching opencluster classes, um and
independence, but my niche isreally the teams and um.
I think just like those peoplewill be open to it and and those
(09:20):
are kind of my people.
And the cool thing about thisprogram is that every salon is
going to take the informationand run with it in a different
way, so it's not a competitivething like twice now in two
cities, Edmonton and Winnipeg,we've taught in salons where you
can essentially see the nextsalon down the road and so
(09:41):
there's such a close proximityto them.
But they both ran with it andboth well, all four of them were
just so successful becauseeverybody's going to just use
the information in a differentway.
A lot of it is about mindsetand attitude and customer care,
so it's not just teaching onething that you don't want
somebody else to know, and so Ithink that's helped a lot with
(10:03):
the acceptance of it and Salon'sinviting me in definitely.
I think as I go further westthere's even more acceptance
because they're like oh, you'renot close to us, you're pretty
far away, so we're safe.
But yeah, it takes a while andyou know, even though we love
something, it doesn't mean it'snot challenging and not hard
(10:25):
like this has been a really it'sbeen a very challenging thing
to get moving, and I think whenyou're in something too for a
long time and then you startsomething new, it's like, oh
okay, I forgot what thesebeginning stages feel like.
Yeah, so, yeah, um, but yeah,it's different, it's unique and,
uh, not everyone's open to it,so definitely trying to create a
bit of a ripple there, but it's, it's got its challenges.
Mackenzie Kilshaw (10:48):
Yeah were you ?
Were you um, concerned orapprehensive about that before
you started um, or were worriedlike, did it not worry you?
I'm a worrier, I think theworst case and then try to
mitigate that and sometimes it'snot even an issue, right, so
maybe you weren't, but I justfeel like I would be nervous.
Kristie Leslie (11:14):
I was definitely nervous.
The first day that I, the firsttwo days that I was teaching in
salons, I was so sweaty thatlike my jacket, like my blazer
was not, even my shirt was likewet, but my blazer was pretty
sweaty.
I was definitely nervous aboutit.
I really tried to focus on whatI was doing and why I was doing
(11:36):
it and just kind of had that asmy North Star just to kind of
guide me into that.
But yeah, I was definitelynervous and there was a point
too, probably like maybe a monthago, six weeks ago, where I was
like you know, maybe I couldjust pull down all these posts
and just forget about it andjust like scrap it.
Maybe nobody would notice if Ithrew in the towel.
(11:58):
But yeah, I definitely thoughtabout it for sure.
And it's still there, it'sstill.
You know people will ask aboutit for sure.
And it's still there, it'sstill.
You know people will ask aboutit and then ghost me and there's
always those types of things.
But I am really just trying tokeep my eyes on that north star.
Mackenzie Kilshaw (12:11):
Yeah, for sure well, and at the end of the
day, you're trying, well,you're trying to help people I
mean, it's a business for youtoo, but you're literally trying
to help them get their businessin a better spot financially,
right.
And so, yeah, you're, yes,you're coming at it in such a
positive way that I think thatreally lends it to your success,
(12:32):
because you're not coming inthere to try to change them or
whatever.
You're trying to teach them howto be more successful, right.
So if they're, especially ifthey're reaching out to you,
there's a reason definitely yeah, yes, yes and finances in the
salon business, I know, are oneof the the hardest things
(12:53):
because you have, yeah, so muchoverhead.
People don't realize the cost,you know.
They think, oh, how much doescolor cost?
Or how much does it cost me to,um, go go there and get a
haircut?
But I think people don'trealize, first of all, as a
hairstylist, you're a tradesperson, the same as a plumber or
(13:16):
electrician or anything else.
So you're not, your team isn'tgetting paid $20 an hour like
those.
Those days are long gone, right, and so without retail which
we're going to get into here,like you said without that key
component for a lot of people,they're really struggling
financially.
Kristie Leslie (13:39):
Yeah, definitely , and I mean we're in a
different, different kind oflike time zone too, with
economics and things like that,so you really have to maximize
all the corners of business andthe profit margins are different
.
It's just the nature of thebeast.
So, yeah, it's interesting.
I love the business side of it,I love that piece, so it's
(14:02):
great to combine them.
And you know, as a younghairdresser and salon owner too,
that was what I did notunderstand and I had a partner
who understood it and we stillended up closing our doors um
eight years later because thethe money just didn't line up,
profits didn't line up.
So, yeah, yeah, it's pretty,pretty deep yeah.
Mackenzie Kilshaw (14:23):
Yeah, well, and at the end of the day, if
you don't have profit, you don'thave a business, and that's a
really hard pill to swallow,right, but it is.
Um, let's, let's talk aboutyour program a little bit more.
And really, retail and customercare go to hand in hand with
any.
Don't have to be hairstylist orown a hair salon to know how
(14:48):
important these are.
But why don't you just give alittle bit of an overview of why
retail and customer care are soimportant and how they impact
your business?
Kristie Leslie (14:58):
Yeah, you bet.
So when I started putting thisprogram together, I started
thinking about kind of all ofthe pillars of success with
sales, and my dad was a salesmanat Sears for 37 years and
before he died I asked him likewhat was one of the major keys
(15:30):
to success for you?
And he just said to me he wasso clear about it.
It was such an easy questionfor him to answer and he just
said, like Krist, sales is justhelping people get what they
want and need.
That's all that it is.
And so that was a reallyimpactful moment for me because
he just it was so simple for him.
It wasn't you're just helpingpeople and you're just helping
(15:51):
them get what they want and need.
It was so clear.
So in this program I really diveinto, we start off with the
feelings of sales and how salesmakes people feel, and it's so
interesting because the samewords always come up, the exact
same words.
It doesn't matter if I'm eastwest wherever it is, um, you
(16:11):
know that it feels pushy, itfeels gross, it feels um, weird,
it feels awkward, it feels this, that, and and so many
different feelings come up forpeople, and you know it's kind
of that law of polarity where ifone side exists, the other side
can exist.
So some people feel excited,they feel happy, they love it,
(16:31):
they get just so pumped up aboutit, and I definitely live on
that side of it.
I love selling, but a lot ofhairdressers to feel like
they're they're not in the,they're not there to sell and in
, I think in any business,you're selling so many pieces of
it.
We're selling services, we'reselling ourselves like really in
(16:52):
life, you're selling yourselfright.
And so in bringing all of thattogether, you know, starting
with the feelings, we go intothe experience and then we go
into tools.
So it's, it's a reallybeautiful collection of all of
these different pieces.
We talk a lot about mindset.
We talk a lot about, just likeyour attitude, best and worst
(17:13):
sales experiences you've everhad.
You know, like where you liketo shop, where you like to go
for dinner and, and you know,even you go for dinner and even
your waiter or waitress isselling you.
Would you like a dessert?
You know there's always thingsthat are life is selling us
every day, and so this bringstogether all of those little.
(17:33):
We literally put shed light onevery corner of it and just how
to create a better experienceand I really think, sadly, right
now the world is prettymediocre.
You know, like you go to arestaurant, services it's okay
and it's really expensive.
You know you go anywhere thegrocery store, people are grumpy
(17:56):
, and I think that the negativeexperiences in life definitely
outweigh the beautiful, likereally amazing experiences.
So in my business and in thisprogram, I just really wanted to
create exceptional experiencesand bring in that exceptional
level of customer care and youknow, that was something that I
(18:17):
always felt when I walked intoyour store too.
It was just that enhancedexceptional level of care and I
appreciate that in life.
I love that.
I love going to a beautifulhotel and the service is amazing
and they take care of you andthey you walk in and, oh,
welcome, Mrs Leslie.
You know, like those are thepieces of life that really like
(18:38):
it's the light, you know it'sthe, that's the good stuff in
life and, um, when people gettheir hair done, that's one of
their favorite things that theylook forward to, and so
capturing that and bringingthose pieces together, I think
is so great and for me too, likethat should happen with hair
care as well.
Mackenzie Kilshaw (18:57):
Yes, for sure .
Kristie Leslie (18:58):
You ask.
Probably, like you know, 99% ofwomen have this graveyard under
their cabinet that they don'tuse, but it's probably just
because they haven't received aproper recommendation.
Yeah, so for me it's, it's justlike that's.
That's a part of what I do.
That's equally as important ascutting my client's hair,
because you can't style a greathaircut without what you have,
(19:19):
and just brings it all together.
I'm kind of getting off track.
My mind just goes in all thedifferent directions because I
get so excited about it.
I love this.
You know, customer care in incustomer care in any business is
just so valuable and it's kindof become.
It's lost.
Maybe it's just like you know,out lost in the woods and it's
going to come back soon.
(19:40):
But I don't think that thereare as many great experiences
out in the world right now asthere are exceptional.
So I agree, I fully agree.
Mackenzie Kilshaw (19:49):
Trying to be that one, yeah, but you know
what that 1% is, what sets youapart, which is what brings you
the customers, which is whatbrings you the profit.
Right, and that was mentioned,my store, and thank you because
when I hear that.
I've sold my store, I don't haveit anymore.
But when I hear that, that doesbring me joy, because when I
set out that was one of thethings I said I want to create
(20:12):
an experience like nowhere else.
And whoever comes into my storeI don't care who they are, how
much money they have, you knowtheir background, anything I
want them to feel thatexperience.
And now that I've closed,unfortunately, I get so many
messages exactly what you'retalking about the experience
(20:33):
there's no experiences anymore.
No one cares.
People don't greet you when youcome in, people don't suggest
things.
You know it's, and I agree withwith you, it's an art that's
really gotten lost, and I don'tknow if that was COVID, you know
, those things kind of went awaybecause we couldn't.
You know, we maybe didn't haveface to face or you had a mask
(20:55):
in front of you or whatever itwas.
Um, but I'm with you, like whenare they coming back?
Because they should be here,right, right.
Kristie Leslie (21:02):
Yeah.
Mackenzie Kilshaw (21:03):
It sets you apart.
Kristie Leslie (21:04):
Yeah, A hundred percent, and those experiences
are so memorable, you know, likeyears later people remember
that, years later.
Um, you know, people still talkabout my dad when he worked and
he was.
You know, that's the thing, too, is like you don't have to do
anything in life.
That is really like so grandand magnificent, Like I mean,
(21:26):
I'm just cutting hair andselling shampoo, right, my dad
sold TVs and appliances at Sears, and but you can create a
beautiful experience and amemorable experience in anything
that you're doing in life and,um, yeah, it's that's, that's
the good stuff.
Mackenzie Kilshaw (21:43):
That's so true for sure.
Okay, I want to go back to whenyou said you asked everybody
how they feel about sales andmost people it's all the
negative things and it is reallythat like used car salesman,
quote, unquote.
So many people are right andthey're like, well, I don't want
to ask and I'm like, yes, Ialways said, because I've done
(22:10):
lots of sales training to what'sthe worst.
They can say to you no, so what?
Move along, you know.
But if you never ask, you'renever going to get there.
So let's start with the mindset,because I feel I know you talk
about that in your program.
I feel it's so important.
Um, so, starting with thatpositive mindset, how does that
help you with sales?
Kristie Leslie (22:33):
Well, I think you have to have a good attitude
and a positive mindset to besuccessful with anything in life
.
You know, if you have aterrible attitude, you're
probably going to get terribleresults.
So that really is the startingpoint to anything and you can.
There's always two sides of thecoin.
You can, you can be gratefulfor something, you can be
(22:57):
resentful towards something, youcan be excited about something,
you can be fearful of something.
There's always like those twosides.
So just you know, seeing thegood in something and and having
that positive attitude andcoming at it with a great energy
that exchange of energy is soimportant too and they kind of
go hand in hand.
You know, like positive mindset, positive attitude, great
(23:21):
energy.
I think that that's what'sgoing to really connect the dots
and really close the sales.
Like people don't want to buyfrom people that are grumpy.
People don't want to buy fromsomebody who's not genuine and
authentic and excited about whatthey're doing.
So you have a positive attitude.
You're almost all the way there.
Mackenzie Kilshaw (23:40):
Yeah, I think so too, and I I think too, then
that kind of that positivemindset, positive attitude then
kind of changes your feelingsabout sales, right, because most
people are like I don't want to, oh yeah, like I don't want to
be salesy, like I don't wantthem to just think I'm trying to
sell them something, to make acommission or whatever it is,
(24:01):
which really those go hand inhand, don't they?
Kristie Leslie (24:05):
Yeah, they do.
Yeah, what have you?
And I think, just realizing no,that's okay, go ahead.
Um, just realizing that, a lotof times too, people are coming
to us because they needsomething.
Yes, and um, that's so justjust doing what you can do to
the highest level that you canand just giving as much as you
(24:28):
can.
It's about the give, I think.
Mackenzie Kilshaw (24:30):
Yeah, for sure yeah, because, like you say
, like your dad said, helpingpeople get something that they
need right, um, helping people,yeah, solve a problem.
Like I come in, geez, my hairis dry, what do I need?
Right, and I think to you, yourgroup of people, as they're the
(24:51):
experts, like I don't know whatkind of shampoo I should use
for my hair, like I don't, Idon't know I'm, I want you to
tell me what to buy, becauseyou're the one that knows Right.
And I think, for a lot of times, as the customer, kind of like
flipping it, I maybe I might say, oh, I need a new shampoo, or I
(25:12):
need a new conditioner, which Ibuy and you recommend, and I
buy it and I go home.
But a lot of customers, too,they don't really want to ask
either, because they're like, oh, I don't want them to suggest
like seven things now that Ineed to use, you know.
So there's kind of that barrier.
Yes, as well on the other side,yes, that you have to overcome,
yeah.
Kristie Leslie (25:36):
Yeah, definitely do you promote.
I think like just being.
Mackenzie Kilshaw (25:42):
I was just going to say do you promote the
education part, like educatingthem, more than, like I know you
don't promote being salesy.
But how do you like, how do yousay is the best way to sell
them something?
Kristie Leslie (25:59):
It starts with the education, for sure and
that's always the other wordthat comes up with every salon
that I'm in of what you know,the things that we need to sell,
and everyone says knowledge,and that's a really important
piece of the puzzle too.
So, pairing up that knowledgeand that you know, extensive
(26:20):
learning and ongoing learningtoo, with being genuine and
authentic always and solving theproblems, that's really what
it's about.
And when those couple thingscome together, those three
pieces which I think are themost important, but when those
ones come together, you're notcoming across salesy, pushy, you
(26:41):
know, awkward, weird, weird,any of those things, because
you're you really have likeyou're coming at it with an
approach of of customer care andtaking care of them.
So it's it kind of takes allthree, though it doesn't really.
Mackenzie Kilshaw (26:56):
You've got to , yeah, I agree and I think too
um, especially with most placesthat you go, um, you're gonna
have, you have differentofferings, right.
So you might have, especiallyin the salon, you might have,
Ori be, that's a higher price,and you might have R and Co
(27:16):
that's a lower price, and you'vegot different offerings for
people, right.
And so I think too yeah, likeabsolutely.
I always thought too.
There's no reason why you can'tsay, like is there a price
point you had in mind or abudget that you need to stay in,
especially now we're talkingabout everything's costing more,
you know, and maybe I canafford to spend $30 on a shampoo
(27:40):
, but not $60, right, and thenyou can still tailor your
experience to that customer,which really is that
relationship piece absolutelyclarity.
Kristie Leslie (27:53):
It's the clarity is so important.
We talk a lot about money andwe talk a lot about budgets and
we do it right from thebeginning of the service, in the
consultation.
I think that's when it getsweird, too is, as a hairdresser,
you go through the entireservice and then you get to the
end and then you ask about it.
But it needs to be a part ofthe entire experience.
Any salon.
You walk into it, right at thefront of the salon and everyone
(28:15):
is the retail and at the stylingstations and at the backwash,
and then you're styling andfinishing their hair and then
and then we get to the end andwe're like, oh, we make it weird
, but it doesn't have to be thatway.
Right, it's when it's a part ofwhat you do.
Let's make it a part of what wedo and and that's yeah, it it's
a whole other.
It's a whole other ballgamewhen you're taking that approach
(28:35):
with it and really intertwiningit into all of the pieces of
the service.
Mackenzie Kilshaw (28:40):
And at the end, if in all reality, kind of
that, like I think these wouldbe great for, like these would
be great for your hair, andmaking suggestions to them, that
really does finish off thatwhole circle, doesn't it?
Yeah?
Kristie Leslie (28:57):
Yeah, yeah, I know, even for myself as a
consumer like sometimes, ifyou've had a really beautiful
experience too, sometimes I justwant to leave with something to
treat myself and to experiencethat experience over again at
home and to have that feelingand to you know the smells and
the feelings and and it reallykind of connects you to that
(29:20):
experience.
So a lot of times it's it's noteven about anything that you
need, it's just something thatyou want to, and I would feel
disappointed if I left andsomebody didn't kind of wrap up
the whole experience with that.
So it's another, another'sanother, another part.
Mackenzie Kilshaw (29:34):
That's a really good point that take home
and that reliving, even justlike the scent of right.
Sometimes you're like oh thatreminds me of that.
Yeah, when I got my hair done,and how good you feel.
I mean, nothing feels as goodas going to get your hair cut
and for me now colored, becauseof course I've got a nice little
white patch coming in and butreally you feel so good when you
(29:56):
leave the salon, like to relivethat.
Kristie Leslie (30:00):
That's such a great point, so good yes, I go
for these really beautifulfacials and at the end she puts
this amazing lip balm on and andthat was that was it for me.
That was the thing that, like,really caught me and I was like,
oh my gosh, like I just feel sogood right now.
I had to take that lip balmhome it was like $70, but I
(30:23):
needed it because I wanted tofeel that feeling again, you
know.
And so I think that sometimeswe forget that it's it's
feelings for people too, andthat and you got to keep that
moving for them and that's howyou connect with people for sure
.
Mackenzie Kilshaw (30:44):
And relationships are so important
in business because when youhave that relationship with your
customer or client, thatloyalty, they come back, they
tell their friend, their friendstarts coming right.
That's really how you buildyour business and sustain it
yeah do you think honestly Imean, I know, retail is a
(31:06):
product and a relationship is isa a thing, intangible thing,
guess but they're probablyequally as important, aren't
they?
Kristie Leslie (31:18):
Yes, and there are actually so many statistics
too in our business I wouldimagine in other businesses as
well but that when there is aretail purchase, that happens,
the level of loyalty and thepercentage of clients that will
return it just skyrockets.
It's a whole other levelbecause there's a deeper level
(31:39):
of trust.
There's a differentconversation that happens,
there's a different point ofconnection that happens, and
then you're just you'reconnected to people so much
deeper.
So, yeah's, it is actually likea statistic and the numbers I
don't know what the number is,but I think it's like 86 as
(31:59):
opposed to like 14 or somethinglike that.
It's a very, very big gap.
So that loyalty is everythingand if you're not having
returned customers, you're goingto be spending your 10 years
for a long time in business andyeah, yeah, and that same thing
doesn't matter what yourbusiness is, whether you're
going to be spending your tiresfor a long time in business and
that's yeah.
Yeah, and that same thing.
Mackenzie Kilshaw (32:16):
It doesn't matter what your business is,
whether you're hairstylist, hairsalon, me with my clothing
store, or restaurant, whateverit is.
You want those repeat peoplebecause having to spend money to
go out to find a new person isway more than keeping who you
have and keeping them reallyhappy.
Kristie Leslie (32:33):
Oh yeah, absolutely yes, than keeping who
you have and keeping themreally happy oh yeah, absolutely
yes.
Mackenzie Kilshaw (32:38):
What are the best ways?
The best ways to either, like,grow or maintain those
relationships.
Definitely trust, which you hiton.
Are there other things, um,that really stand out to you
that keep that relationshipstrong?
Kristie Leslie (32:58):
I think, um, like reconnecting with people
and the kind of like I guess youcould say like the aftercare
that happens, or um, like wealways send people home with
like a little thank you note, atleast to mail them but you
don't really mail anything inlife anymore but, um, just like
(33:19):
the gratitude and theappreciation I really, I truly
never take for granted thatsomebody chooses to shop at my
business or spend money at mybusiness or sit in my chair.
Um, I have lots of clients thatare still within my business,
even though I don't do theirhair anymore, because my time
behind the chairs is prettyshort now.
(33:39):
But you can't take that forgranted because people can go
anywhere.
There's hundreds of salons,there's hundreds of boutiques,
there's you can pick up yourphone and you can order
something online immediately.
You can pick up your phone andyou can order something online
immediately.
So I think just expressing thatgratitude and just having
letting people know how much youappreciate them, I think is a
(34:02):
really, really big thing,because I think there's also a
lack of appreciation in theworld too.
So I think that's a big one andjust being present you know,
life is really busy and justwhen you're, when you're there,
be where your feet are, be withpeople.
Um, I think that's probably.
Mackenzie Kilshaw (34:20):
Those are probably a few of my that comes
to mind that, really thatgratitude and appreciation and
you mentioned before beinggenuine and authentic, I think
those go leaps and bounds.
Um the gestures I love to, likethe thank you note or the
message after that you get.
But that's why, if we think forourselves, that's why you go
(34:44):
back to the same hairstylist orthe same store or the same
restaurant where the waiterknows your name.
That's why, because you feelspecial and important and like
they know who I am and they knowmy life and they know my
husband and kids and and that'sthat's really it, isn't it?
Kristie Leslie (35:04):
It is, yeah, such a major key and everybody
in life wants to feel valued,important and, um, just like
they, like they, matter, matter.
So it doesn't matter who youare, everybody else it's so true
, I think do you have a mostimportant lesson?
Mackenzie Kilshaw (35:22):
That you've learned along your
entrepreneurial journey that youwant to share oh, I feel like I
could talk about this for days.
Kristie Leslie (35:33):
I know just one.
I think the yeah share a few.
I think my top ones would bepartnerships are everything.
Partnerships are absolutelyeverything in life.
I don't think that anything inlife that is remarkable or
(35:57):
really you know, kind of the big, the bigger things Well, I mean
anything but nothing in life isachieved alone, and greatness I
think that's where greatnesscomes from is from doing things
with people, and that would beone of them is, if you want to
go further, you know, go withpeople.
Two, you never know it all.
(36:18):
Never, ever stop learning,because life is a continuous
progression of growing.
And I think that maybe thiswould be my first one.
This one landed very deeply withme, with a business coach that
I had.
I always have a coach, but shecoached me a few years ago and
this was a very pivotal momentin my life.
(36:39):
She said you don't have to bewho you were, and that was huge,
because when I closed my othersalon and I opened a new one, I
had to make the decision toleave that behind.
Kind of reinvent who I was as aleader, as a salon owner, as a
hairdresser.
Kind of reinvent who I was as aleader, as a salon owner, as a
hairdresser, and but we don'thave to be who we were.
(37:02):
People in life are always likeoh, you're amazing, don't change
, don't ever change, don't everchange.
But that's a lot of.
The point of life is to changeand to grow and to learn and
develop and progress.
Progression is what keepspeople happy and evolve, right
like evolution is.
Evolution is everything.
And what comes along with allof those great things in life is
reinventing yourself andbecoming a new version of
(37:23):
yourself.
And so I think we hold on tothese old versions of ourselves
and in business and in life.
Life, business, same same, same, same same.
Um, you have to keep, you haveto keep reinventing yourself and
growing as a human to keepmoving through those things.
And you don't have to be whoyou were.
(37:43):
You can grow, you can decidedifferently, you can change, you
can leave things behind, things, people, places and um, that's
what keeps us growing.
So I think that, yeah, thatwould be my number one for sure.
I love that advice.
Mackenzie Kilshaw (37:58):
I usually ask one thing you wish you had
known.
But maybe that's it.
I don't know if you havesomething else, but it's true.
Who you were, yeah, it's a bigone.
Or I'll say, if you're going togive your your 24 year old self
advice, when you opened yoursalon, is there something you'd
(38:18):
tell yourself?
Kristie Leslie (38:21):
Yeah, oh, I would tell myself a lot of
things.
Uh, I think mostly just likejust to stay humble.
You have to let the ego go inlife.
You don't know everything.
People are going to have tohelp you.
You know, I get that a lot.
I think, especially as a womanand especially as a business
(38:41):
owner, like, oh, how do you doeverything and I do not do
everything?
I don't.
I have somebody who cleans myhouse, I have somebody, you know
, we have a nanny starting withus next week because we,
especially in this last stretchof the school year, we need some
help with the kids andschedules, and I've been
traveling every second week, soevery second weekend.
So, um, we, I don't do it all,but there's this perception that
(39:03):
people do do it all and um,yeah, I think just like asking
for help and knowing that you'regoing to need help along the
way and just being okay withthat.
That's again, that's where thegreatness comes from is you work
with people, you collaborate,you create beautiful
partnerships and that's where.
That's where the great.
Mackenzie Kilshaw (39:24):
I couldn't agree more, and we talked at the
beginning about having apassion and joy in life, and I
always think I'm on the exactsame wavelength as you.
You can't do everything, andit's okay, just know, it's okay
to have somebody that cleansyour house or cuts your grass or
whatever it is, does your books, but why do you want to spend
(39:44):
the time doing the things thatyou don't even want to do or
like doing Like?
Wouldn't you rather havesomebody else do that, even if
you have to pay them, and youget to do the things you love?
Oh, yeah, somebody else to that, even if you have to pay
Kristie Leslie (39:57):
Oh yeah, and imagine if everyone worked in
their zone of genius andeveryone loved what they were
doing.
Like there's so many pieces ofmy business I don't even want to
touch, I don't want to, like II wish that I didn't need to
know about it.
I do need to know about it, butthere's so much that I don't.
I don't want to do it and I'mso much happier when I'm not
doing it.
(40:17):
If I'm in transition of hiringsomebody new or delegate or
reorganizing.
You know you're alwaysreorganizing things in business
and making adjustments, but Iget real grumpy if I'm doing
things that I don't want to doand that.
I'm not good at I'm not good ateverything.
So, yeah, just like find thosepeople that are cause there are
(40:37):
people that are really good atthose things.
Mackenzie Kilshaw (40:39):
I'm enjoying it and they're good at it and
they like it.
Imagine that.
Kristie Leslie (40:43):
Yeah, I know.
Mackenzie Kilshaw (40:46):
Yeah, yes, I'm with you on that boat.
Get rid of the things you don'tlike.
Shauna Foster (40:52):
Do what you you love your life is going to be so
much better right?
Mackenzie Kilshaw (40:58):
Yes, exactly thank you so much for being on
this time has just flown.
I don't know how you.
We just kind of visit on hereand it goes by so fast.
So thank you, um, I know peopleare going to want to know more
about your salon and more umabout your new program, so where
(41:19):
is the best place for them tofind you or find more
information?
Kristie Leslie (41:27):
The best place is always instagram.
I'm always living on Instagram,uh, and so that's where you can
find me and the salon, and soeither Luxe Beauty Company or
Kristie@Luxe Beauty Company, andour website has all the info,
but Instagram is usually thebest place for everything that's
(41:48):
up to date, because you know ittakes also a person to update
the website, so I'm not good atthat either.
It's a social media website.
Mackenzie Kilshaw (41:53):
You can have one person just doing Instagram
now.
It's just wild, hey.
So, yeah, I will tag you andthe salon, both so that people
can find you easy if they go toour social media.
So thank you so much.
This was such a greatconversation and I really loved
having you on.
Kristie Leslie (42:10):
You're welcome, oh thank you so much for having
me.
It's great me also.
You on, you're welcome.
Oh, thank you so much forhaving me great and for
everybody listening.
Mackenzie Kilshaw (42:21):
Thank you so much and we'll see you on the
next episode.
Thanks for listening to winning.
Be sure to subscribe to get allof our new episodes.
If you enjoyed this episode andyou'd like to help support the
podcast, please share it withothers, post about on social
media and leave a rating andreview wherever you listen to it
.
To catch all of the latest fromus, you can follow Winning
Podcast on Instagram @winning_podcast, Facebook @winning
(42:43):
podcast and on Twitter @winningpod.
Winning was created and isproduced by me, Mackenzie
Kilshaw.
Music, created by Summer Firby,editing by Seth Armstrong.
Special thanks to Shauna Fosterfor voicing our opening and, of
course, a huge thank you tothis episode's guest.
Thanks again for listening andI'll see you on the next episode
(43:06):
.
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