Management Practices

Creating Team Synergy

Kristi Valenzuela | July 10, 2011 | 3:09 PM
Kristi Valenzuela, founder of Crystal Focus Salon Coaching

More often than not, the styling team and the front desk team are co-existing under the same salon roof without a true understanding of what each other's daily responsibilities, stresses and frustrations are. There is miscommunication, lack of training, and high turnover at the front desk which leads to breakdown in the systems and costly appointment booking mistakes.


There is segregation in the cultural belief system of hierarchy, and many times the front desk individuals are treated as they are the lower end of importance and status in the salon. The challenge of team resistance starts at the leadership level. Leaders have to put into place the systems needed to create team synergy and a culture that demands mutual respect.


Here are a few systems that can be put into place to develop not only a smooth running team from front to back, but also more money in everyone's pockets!


  • Hire Smarter. Review your budget and hire a mature, professional and qualified front desk person. Stop giving high school students their first job!
  • Fire Faster. Review your new front desk individual after 15, 30 and 45 days. Look for excellence and effort on learning the systems, being confident with clients, and cool and calm with service providers.
  • Team Synergy Systems. Implement mandatory systems that link the service provider team to the front desk. Prebooking and retail are top on the list. The service providers should be writing down their recommendations to make "the close" at the front desk seamless, effortless and fully supporting of the service provider's repeat business of the client. 
  • Celebrate. At each team meeting, spend a few minutes to celebrate the front desk team's monthly accomplishments. Announce the goals they have achieved and the additional money they were able to bring in for the service providers.
  • Respect. Respect is earned, but leaders have to set the front desk team up for success. I love when salon owners have implemented a one week (or more) internship at the front desk before a new stylist can receive a chair on the floor. 
  • Leadership Support. The salon owner or coach should continually guide the two teams to see each other as equally needing each other. 

There is a customer service fact that is revealing 85 percent of the reason why a customer comes back for a second visit was due to the total experience in the salon. It's time to play nice in the sandbox, and give the salon guest an amazing experience she'll remember and come back for!



Related Topics:
Facebook Comments

More from Management Practices

Salon Business News
Salon Business News

Day 1 & 2 From HAIR+ Summit

October 20, 2016

Earlier this week, MODERN SALON MEDIA hosted the first HAIR+ Summit in Atlanta, offering stylists and salon owners the opportunity to dive deep into the causes of thinning hair and hair loss, while exploring the many solutions available for their clients who suffer from hair loss issues. Find out what happened each day at the event and learn who was there by browsing through our pictures.

Management Practices Denise Avallone and Donna Huston, owners of Adagio for Hair in El Dorado Hills, CA.
Management Practices

The Healthy Workplace Checklist

Rosanne Ullman | October 4, 2016

When salons encourage their stylists to make health and fitness a priority, the team is better able to take care of the salon's clients. Healthy Hairdresser Editor Rosanne Ullman complied this Healthy Workplace Checklist to help owners with specific action items they can implement to begin developing a culture of wellness.

Load More