A Partner in Business and in Life
At Janet St. Paul Studio for Hair and Beauty, Director of Operations Natasha McMillen helps bring her wife Janet St. Paul's vision to life, elevating every system from education to operations.
by Stacey Soble
2010 Vision: Engage Through Accountability
Instilling ‘Accountability-based Leadership’ throughout your entire salon team is essential, especially during economic times. It builds loyalty and trust, and it helps your team meet the salon’s top objectives. Bob Prosen, president and CEO of The Prosen Center for Business Advancement (bobprosen.com) provided SALON TODAY with examples and easy-to implement techniques salons and their leadership can do to run a successful business.
by Greg Scheer
July 10, 20113 min to read
ENGAGE THROUGH
ACCOUNTABILITY
Instilling ‘Accountability-based Leadership’
throughout your entire salon team is essential,
especially during economic times. It
builds loyalty and trust, and it helps your
team meet the salon’s top objectives. Bob
Prosen, president and CEO of The Prosen
Center for Business Advancement (bobprosen.com) provided SALON TODAY
with examples and easy-to implement
techniques salons and their leadership can
do to run a successful business.
“Team members believe they can rely
on one another. They take ownership of
their actions and take charge in situations
without needing to be told what to do,”
said Prosen. “With accountability, your
organization runs much more smoothly because people get things done.” Prosen
suggests that you should hire people who
are ‘smarter than you.’ It’s essential in
your salon the people you hire get their
commitments done on time, responsibly.
As Prosen puts it, “Hire smart.”
At your salon or spa, accountability impacts
the client experience. “It makes sure
your team creates the, Why would I ever go
anywhere else? experience from the moment
the client makes the appointment to the follow
up after,” said Prosen. In your salon, make
sure your front-desk assistants and stylists
are implementing their best practices to clients
while confi rming appointments, greeting
them during their visit and while booking a
follow-up appointment. “It ensures you can
talk about your service guarantee, because
everyone on your team is making a commitment
to the client and to one another,”
said Prosen. If an event does arise where
there’s a customer complaint, scheduling
issue etc. your team should know how to
‘make good immediately.’ This is all part
of taking pride in ownership.
So what does accountability-based
leadership look like in your salon’s daily
operations? Prosen says accountability based
leadership:
Impacts how you deal with staffing and personal problems—this can be the Achilles heel of most businesses.
Drives every step of the salon process from the moment your client walks through the door until the time they leave.
Makes it possible to inspire your employees to work hard and do a great job.
Makes clients want to come back, even when times are tough.
As a salon owner, if you consistently
achieve your objectives and implement
good accountability-based leadership skills
at your salon, you will have more time to
do the things you love. You will be able
to effectively deal with performance problems
without confl ict, and you will create
an accountability-based culture built upon
results.
More articles in this series, 2010 Vision: The New Rules of
Engagement:
2010
Vision: Engage New Business
Engage
Your Employees
Engage
Your Conscience
Engage
Through Marketing
Engage
Your Social Media Networks
Engage
Your Budget
Engage
Through Accountability
Engage
Without Compromise
Engage
Our Future
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