“When a challenge does arise, we confront the situation head-on, engage in a ‘fierce conversation,’ (without emotion) and get everyone involved back on track. The quicker a situation is addressed, the sooner it will disappear.”
OWNER OF URBAN BETTY SALON, AUSTIN, TEXAS
“I FIND THE BEST WAY to keep harmony in the salon is by having a one-on-one with each staff member every other week. These are primarily goal-setting meetings, but during these times, we also discuss any issues regarding salon operations, staff members or clients.
“I also work behind the chair at Urban Betty, so I am attuned to what is going on in the salon, but by having personal, exclusive time with each member of the team, I give them the opportunity to say what they need to, thereby letting me know what I need to know: all in a confidential setting.
“For example, I sensed a tense situation between two stylists and quietly took them aside. This gave them the opportunity to work out their differences with me as the mediator and the issue didn’t move to the salon floor where it could affect business or other relationships. Don’t let a situation simmer. As an owner, you must be aware of potential problems and confront them before they get out of hand.”