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Jeannette is the CEO of Lurdez Consulting Group. She brings over 20 years of project management success to her work helping companies.
GettyWhen it comes to project management, no matter what type of project you are immersed in, a number of changes that you cannot predict (and that might carry their own difficulties and specificities) will probably affect its dynamic. The way you handle those bottlenecks is key to increasing your power of adaptability and flexibility.
Adaptability refers to both making the best use and combination of important tools, such as technical knowledge and methodology, and paying special attention to the human factor and the opportunities that it brings within. How do you think you will be capable of executing a project successfully if there is no proper communication among your team?
Throughout my experience as an information technology project manager and program manager, I got used to hearing people complaining and saying their projects had failed because they were not using the ultimate technique or method. I have seen organizations spending great amounts of money trying to figure out why they were not succeeding. But they were forgetting about the connection among their people, teams and, the greatest resource of all, communication.
Communication not only eases the process, but also generates a synergy that promotes a better understanding of what you and your team are working to achieve. Also, it facilitates cooperation and helps to develop a sense of belonging that will guarantee that everyone is on the same page and up to the task. Sharing a common vision of the project and its goals with your team is a vital part of the process.
So, how do you improve communication among your team when change is happening in your organization?
1. Listen attentively. Take a pause and let the other person finish their thought process before you interrupt. When you are empathetic, you will open a pathway that will encourage the other person to communicate better.
2. Be open-minded. When you are in disagreement with somebody, don't come across like your point of view is the only important one. Be open-minded, and try to determine if the other person's perspective can be part of the solution. It doesn't have to be your way all the time. You work in a team environment, and the perspectives of all team members should be taken into consideration.
3. Show respect. Call the person by their name, and if you are on the phone, do not multitask. Ensure that you always focus your attention 100% on that person.
4. Demonstrate passion and confidence. When you demonstrate these two characteristics, you are letting people know you care. In my experience, this will motivate people to give it their all and ensure they do their best.
5. Consistently provide feedback. Do not wait for a person to fail to then let them know they are in trouble. Provide feedback to every individual member of your team on a consistent basis. They will appreciate you taking the time to do so, and they will be able to adjust their approach and meet your expectations. Always remember that everyone has a different way of doing things, and if you are not satisfied, then you need to be fair and let them know in advance so that they can meet the expectations.
Now, taking these words to heart, let’s visualize two possible scenarios and see how the way you communicate during the management of a project can either solve or exacerbate a problem.
Scenario A
Time is one of the most valuable resources we have; it establishes the length of the project and the budget, so it is really important to meet the deadline.
Picture this: Jane is a project manager at a renowned company, and she is in charge of guaranteeing that everything is on point before the deadline so that the company does not lose money. Unfortunately, Sophie, a key member of the team, could not finish her task on time.
Jane decides to address the issue with Sophie by saying, “All you had to do was finish your task before Monday. You have let all your teammates down because of your poor time management skills, and now I will have to take responsibility for you."
Sophie then says, “I am really sorry, Jane. I never wanted to let you down. I had trouble figuring out the best way of completing my task, and I did not know what to do or who to ask for clarification."
But Jane's response is, “Well, now you have proved to me that you are not up to the task.”
In the end, Jane fires Sophie, and the project comes to a halt.
Scenario B
In Scenario B, imagine the situation and characters are the same, but the way of communicating — and thus actually solving the problem — is different:
To have clear, constructive communication, Jane instead says, “Sophie, I need you to tell me what went wrong. Let’s see what you had difficulties with and hopefully figure this out together."
Approaching the roadblock with clear communication might mean the project takes a little longer, but it can be finished with all the team members' will and effort.
Therefore, it is essential to think about how you are communicating with your peers and what message you are transmitting. In my experience, the troubles you might face throughout a project do not matter as long as you are capable of using strong communication skills between yourself and the members of your team. As a result, you will guarantee a solid foundation for all the eventualities that you might encounter later.
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Find out everything you need to know about managing a hair and beauty business. Expert tips and information for salon, spa and clinic owners wanting to grow their businesses and become more successful. Simply click on a chapter to be taken to that section of this guide.
This comprehensive guide to salon, spa and clinic management includes the following topics, simply click on a topic to be taken to that chapter: Hear what Philippa Middleton, Managing Director of Buoy Salon and Spa in Wellington, New Zealand, has to say about the key to managing a successful hair and beauty business:
"The key to a great business is culture. I strongly believe that the future of our industry will come down to the people that offer the best customer and staff experience. I focus on culture as the number one thing in business because that's what keeps the staff and the clients coming back."
- Philippa Middleton, Managing Director of Buoy Salon and Spa, Wellington
Business strategy, planning and goal setting
When creating a business plan for the year and setting goals for your salon, spa or clinic, here are a few key things to consider.
Reflect on previous years and update your goals
Think back on the activities you carried out last year and in previous years. What worked and what didn’t? Did you achieve your goals? What could you improve on?
Dust off your old business plan and update your goals. Having your short and long-term business goals documented will not only boost your motivation, but also help keep you focused throughout the year.
What’s your unique selling proposition (USP)?
An important part of business planning is knowing your unique selling proposition (USP).
A USP is a clear statement of what a client can expect when they visit your salon, spa or clinic. When you know who you are, you know how you can serve. And that’s what makes businesses successful. Understanding what sets you apart from your competitors will help you to set clear goals for your business, and market yourself most effectively.
Having a strong USP speaks directly to your target audience and it tells them exactly why they should visit your business. This will also help you to be clear of who your ideal customer is. Find your business’s USP.
Set SMART goals
There’s a reason SMART goals are talked about everywhere. This goal setting framework is simple and effective, especially for larger projects.
Specific:
Your goal should be clearly defined and easy to understand. For example, if you want to improve your rebooking rate, do you need to do this across all your services or only some?
Measurable:
You need to know when you’ve achieved your goal or how you’re progressing towards it, i.e. your rebooking rate is 40% and you want it to be 60%.
Agreed upon:
Get agreement on your goal with everyone who needs to be involved in helping to achieve it. This could be your salon manager, your team, and your business coach.
Realistic:
Make sure your goal is achievable with the resources, knowledge and time you have available. Putting unrealistic pressure on yourself to get more done rarely ends in goals being achieved.
Time-based:
Set a realistic timeframe to achieve your goal. This should allow you enough time to achieve the goal but not too much time that it causes you to lose focus on the goal.
Create a financial plan
In order to create a financial plan and budget, you’ll need to know your numbers. You need to know what it costs to open your salon door each week. Identify your salon’s weekly income and plan a budget knowing your incomings and outgoings.
How much does it cost to open your doors each week?
If you don’t know this then ask your accountant. You can then take this number and work out how much it costs to run your salon each hour. How does this align with your pricing structure?
What’s your profit and loss (P&L) statement?
This summarises the revenue, costs and expenses incurred during a specific period.
What is your wage percentage?
Generally the two big overheads in a hair salon are your stock and your wages. Ideally your wage percentage should be around 30 – 35 % of your turnover. If this is out of whack then you either have a problem with your pricing or your productivity or both.
Is your pricing right?
Your pricing structure should allow for extra time and product usage. You can’t take a one size fits all approach to pricing – extra grams of colour and extra application time costs must be passed on to the client. Also watch the time allocation – if you have stylists stretching booking times you run the risk of losing profit on those appointments.
Set financial goals
Once you understand where you’re at with your finances, you can set financial goals and specific financial targets that will lead you on the path to success.
Your financial goal could be to increase your revenue by a specific amount, but you’ll also need to know how you plan to achieve that.
For example, you could:
- Reduce your average client revisit period
- Increase your client retention rate
- Increase your new client rate
- Increase your client retail attachment
Kitomba Salon and Spa Software’s business summary report enables you to see how your business has performed over your selected period of time with each of these client metrics and more. Find out more about these client metrics and how to improve them.
Create a marketing plan
Now that you know what your business goals are for the year, who your target audience is and the budget available for marketing, it’s time to devise a plan for promoting your salon, spa or clinic.
To find out the best marketing channels and activities for your audience, read our blog, The best marketing channels for salons, spas and clinics, and learn how to create a strategic marketing plan.
You can also check out our marketing guide, which covers everything you need to know about marketing a salon, spa or clinic.
Team management
Your team is your greatest asset. Without them, your salon, spa or clinic simply couldn’t operate. Great leadership and a positive team culture are key elements to a highly successful team. Here’s how you can achieve it.
Leadership
People don’t leave companies, people leave people. Great leadership is at the helm of every successful business, and it’s your job to set the bar, inspire and motivate.
Do you have the five key traits of a great manager? Great managers inspire their team Great managers communicate effectively and listen Great managers mentor, not bulldoze Great managers empower their team Great managers are consistent
Find out more about the 5 essential traits of great managers to see how your management approach compares, and use these great tools to help you manage your team more effectively.
Culture
What type of culture does your salon, spa or clinic have?
Culture eats strategy for breakfast, as Peter Drucker famously said, but how do you create a positive, inclusive and inspiring team culture?
Creating a great team culture may seem easier said than done, but here are five tips to get you started:
Tips for improving your salon, spa or clinic's culture:
- Be transparent and share your ‘why’ and your values with your team
- Schedule regular one-on-one meetings with you team members
- Invest in training your staff regularly to upskill and keep them motivated Encourage a culture of gratitude and positivity through regular praise
- A positive culture starts with positive leadership: so practice what you preach
- For more advice on how to build a positive salon culture, read: How to create a positive salon culture.
"Empowering your team is all about giving them the tools, responsibilities and accountability to complete their duties. A great manager would never belittle, undermine or bulldoze their team into doing what they wanted. Instead, they would set an example of the work ethic they want to see in their team"
- Ashlee Laura, Salon Coach
Free e-book: How to create your dream team
Creating a motivated, engaged and high performing team is essential to the overall success of your salon, spa or clinic, but how can you actually achieve it?
Download your free guide, Your Dream Team, to learn how to create a high-performing, motivated and engaged team for your salon, spa or clinic, with expert tips you can implement right away for immediate results!
Download e-book
If you’re finding setting targets difficult to get your head around, this short guide to targets will demystify service and retail targets and help you get started!
If you’re not sure how to introduce targets to your team at your salon, spa or clinic, we’ve got some tips to ensure they’re a success.
Learn five simple ways you can improve the client experience at your spa, salon or clinic, which will help to increase your client loyalty.
People are becoming increasingly aware of their eco footprint and trying to make more sustainable choices. Here's how to provide a more eco-friendly experience.
This article covers what value client loyalty can provide your business, and how you can build a loyalty programme that actually works!
Discover the best marketing channels and activities for salons, spas and clinics, and how to choose the best marketing tactics for your business.
Wondering how to create a strategic marketing plan for your salon, spa or clinic that will get results? Learn how to create a plan in four simple steps!
Learn how to get started with digital advertising for your salon, spa or clinic in 8 simple steps, according to Salon Marketing Strategist, Kirsten McHarg.
Stock is a key part of any salon, spa or clinic and it’s important to get it right. Here are six steps to help you successfully manage your stock.
Discover five essential software features that will vastly improve your business by automating admin-heavy tasks, streamlining processes and delighting your clients!
Find out three elements of time that you must nail in order to grow your business and have the lifestyle you deserve.
Use these powerful time management tips from Salon Coach Kai Schnitzler and you’ll find all the time you need!
Money and finances
Money can be tough to manage at the best of times, let alone when you’re trying to run your own hair and beauty business!
Many salons, spas and clinics fail due to the lack of funds available during their life – there is a reason that cash flow is known as the “lifeblood” of a business. Therefore, it’s essential that you understand your finances and get on top of them.
Find out expert tips for mastering your salon finances from Salon Business Coach, Malcolm Gibbons.
Important finance terms every salon, spa, or clinic owner should know
The business world is full of jargon and financial terms you’re expected to understand. To help you navigate these terms, we’ve put together a quick reference guide of some of the financial terms you may encounter as a salon, spa, or clinic business owner.
Finance terms every salon, spa, or clinic owner should know.
"The biggest tip I have is for salon owners to learn more about the finance numbers. Having a good understanding of how they affect business will help you to make better decisions and increase the profitability of your business."
- Malcolm Gibbons, Salon Business Coach
Do you know your break-even point? Once you know your break-even point, you can feel confident that you know the financial state of your business. Then you’ll know how you’re tracking financially, and whether you’re in a position to invest in something new, or grow your team. Learn how to calculate your break-even point and daily targets. A cash flow forecast is a tool that you use in your business to look ahead and see what the cash flow going in and coming out of your business might look like. You can base it on past performance to estimate what revenue you'll receive in the future if you continue as you are, and what your outgoings will be, like bills, GST and rent. Somewhere on that cash flow you should get more cash coming in than coming out, and that's the profit gap.What is a cash flow forecast and why is it important?
To find out more about cash flow for your salon, spa or clinic, watch The ins and outs of cash flow with Salon Business Coach Malcolm Gibbons below.
"It's important to predict whether or not you're going to make a profit based on how you're going now and your projected costs of the future. Is the money coming in going to cover those costs or do you need to do something about getting more money in."
- Malcolm Gibbons, Salon Business Coach
Stay on top of your salon finances by implementing these 5 small changes that can have a big impact. Learn more.
If you’ve been using Kitomba it’s easy to get much of the information you need to keep your accountant and the tax man happy. Here’s how.
Find out three simple tips from Coach Ashlee Laura that have helped her beauty business flourish, which you can implement in your own business.
Here are the best metrics for growing your salon, spa or clinic, which can be used as key performance indicators (KPIs) for your business.
Client no-shows cause inconvenience, stress and lost revenue. Here are 10 things you can do today to reduce no-shows in your salon, spa or clinic.
Here’s how to effectively compare your business to your competitors in a way that is positive and can help grow your business.
Wondering how to track and measure the success and growth of your beauty business? This guide to business success for salons, spas and clinics reveals all.
Discover five essential software features that will vastly improve your business by automating admin-heavy tasks, streamlining processes and delighting your clients!
Is free salon software actually free? We investigated free salon and spa scheduling systems to find out. Here’s what we found.
Success stories
For business inspiration from successful salons, spas and clinics, check out our customer success stories!
We interview our customers that are getting exceptional results, and ask them for their tips for other hair and beauty business owners.
What makes an award-winning salon? We visited Vivo Chancery Square, winners of New Zealand Hair Salon of the Year at The Industry Awards 2020, to find out.
Sherri-Lee from Puravida Beauty told us what she loves about working in the beauty industry, and why she couldn’t live without her favourite Kitomba features.
Pania Ryan told us about her multi award-winning salon and what makes it unique and successful, as well as her top tips for salon owners.