Frank Gambuzza and Scott Missad. There’s a historical paradigm when it comes to salon profitability—most salon owners believe if they simply get all their chairs full and do everything humanly possible to keep each of their individual staff members happy, they’ll be successful and profitable. But if they’re compromising on the business’ guiding principles to keep people happy, then they’re not focusing on their salon brand, and that leaves them vulnerable. Usually when leaders are avoiding conflict at all costs, they end up taking actions that aren’t good for the overall business.
Your salon brand is bigger than the individual, and your brand is what should attract your clients. Think of your favorite restaurant. If the head chef leaves, do you follow him to his next job? Or are you loyal to the restaurant?
Let’s take a closer look at the difference…
CLICK HERE to listen to the podcast interview with Scott and Frank. Note to listeners: See the end of this blog to see Frank's final point!
Most owners got their start in someone else’s salon. They leave to open their own salon and they take a handful of people with them, with the belief that things are going to be different. But the only thing that ends up any different is the décor. The salon is the same, because the personalities in it are the same.
In the absence of an overall brand, there is no intentional consumer experience, and as the salon grows, the personalities within it change and the salon product will change. In this environment—and we see it every day—the owner is so consumed with trying to protect what they’ve got and trying to survive, that they end up compromising their principles and avoid conflict to keep individuals working in their salon happy. Overtime, this creates an inconsistency in service and hurts the image of the company.
It’s easier for these owners to hire established stylists with full books, even if the new hires come with a host of other problems. It’s easier because the owner doesn’t have a process that develops new people and a career path that helps them achieve success.
It’s easier for these owners to keep a number of different product and color lines in stock because the different individuals in their salon prefer working with different products.
It’s easier for these owners to grant the commission rates their stylists demand. It’s easier because they haven’t created a system that measures each service provider’s performance and shows them how to grow their own results.