I thought to myself, “What’s the single most important job you have as an owner or manager?”
Here’s a clue; “It not being the busiest stylist, selling the most retail doing the most rebooking, having the highest colour percentage etc… No, that’s the job of your top stylists.”
The most value you can add, in fact, arguably the most important job you have is getting your team to execute consistently extraordinary service experiences. That is the single most important ‘outcome’ you can aim for today and every day.
So how do you do that?
What is the secret to getting your team to deliver 5 star service and personalised service experiences that will blow your clients away?
Is it ‘Systems, Policy Manuals, Job Descriptions, Staff Meetings’… No.
Don’t get me wrong, those are all valuable if not essential tools of management. But if you really want to make sure that every member of your team understands your vision and values, your rules, procedures and expectations, then nothing beats verbal communication from you the leader!
Engage with your people!
That’s what you need to do. When I had my salons I had a coach who use to call it, ‘Management by walking around’. I use to say to him ‘I can’t afford the time for that’ and he said ‘you can’t afford the time not to do that!’
He was right of course. Your people need you to engage with them, they need to know that you notice them, they need your direction, they need your reassurance, they need your approval, your praise and sometimes they need to hear you voicing your disappointment when things aren’t done to the standards you want.
I’m big on systems and structure…
If you want your business to succeed, if you want it to grow and operate in a way that consistently delivers the standards you want you need to develop systems, you need structure, but over and above all of that you need leadership… and if you don’t provide it then who will?