Hey Salon Pros: Watch Your Mouth!

Have you ever caught yourself boasting about a great deal you got on hair supplies, only to have a client joke about getting the same savings? Has staff described a messy situation within your salon without realizing a client was nearby? Is your reception area a hotbed for staff gossip? These situations are never ideal and reflect poorly on you and your team. 

With everything that happens in your business, the responsibility ultimately falls on you as the salon owner. That’s why it’s crucial to understand that certain things should never be said within earshot of clients. For example, team members should never discuss commission rates (openly or amongst themselves) for retail products or services while working on the floor. Clients do not need to know that information. Plus, their reaction to such knowledge may not be favorable. This isn’t just about professionalism; it’s about maintaining a positive image for your business.

To maintain a professional environment and a positive image for your team, avoid sharing the good, the bad, and the ugly when it’s no one else’s business, try these tactics:

• As the business owner, set a positive example for your team.
• Establish a specific set of guidelines for everyone, even you, to follow.
• Avoid discussing the inner workings of your business on the salon floor or when clients are present. Save these conversations for your closed office or team meetings. 
• Refrain from disclosing pricing margins or expenses related to your salon. Instead, focus on the value of your products and services and the overall experience for your clients.
• Hold any grievances until it’s appropriate to bring them up privately. 
• Address clients who bring up sensitive topics such as politics, religion, or money with tact and steer the conversation toward more neutral subjects. 
• Be aware of your salon’s vibe. No one should disparage another person in any way. Also, each team member should be mindful of their body language and facial expressions in tense situations, as they may convey a negative message or contribute to a negative vibe. Instead, agree to work towards providing a safe, welcoming, and judgment-free environment in your salon with a positive atmosphere.
• Since clients will follow you and your team on social media to see what everyone posts, extend the salon’s protocols there as well. As the owner, keep your personal posts positive and free from the same things you shouldn’t discuss in the salon, and ask your team to do the same. Be mindful that everything you and they post reflects on your business.

It’s natural to build close relationships with clients, but it’s important to remember that they are, first and foremost, your clients. They deserve respect, which includes being mindful of what they hear, see, and experience in your salon. Clients should not be exposed to the inner workings of your business. Instead, the focus should be on their needs and providing the best possible experience that spans from booking to checkout and beyond.