Lauren Stiles

Setting Salon Standards

Questions that will be Answered

What are appropriate standards?

Why are standards important?

How do standards help you and your staff?

How do you establish standards for your salon?

How do you enforce standards in your salon?

How do you get employees on board with the

standards program?

How can you use the Position Agreement?

Your goal with a salon standards program

is to achieve salon CONSISTENCY with your

entire staff.

It ensures and certifies that salons and

personnel are following proper processes

and procedures.

Standards keep everyone on the same page

Standards measure progress and growth

Why a Standards Program?

Standards

Salon Operations Standards

Staff Training Standards

Guest Service Standards

Salon Décor Standards

Stylist Image Standards

Stylist Business Etiquette and Performance Standards

Manager Business Etiquette and Performance

Standards

Setting Standards Step by Step

Define the standards in writing (employee manual)

Share the standards with the employees

Explain the Rationale for standards

Explain the benefits

Explain compliance

Set the expectations for compliance

Get agreement on the standards and compliance

Explain and outline consequences

Standards should be consistent across

all employees

Document them in your Salon Manual

or Handbook

Document standards in your position

agreements/job description

Ensure new employees are given

standards as soon

as they start (if not before)

Standards are dynamic and should be

used in

coaching and counseling situations

with employees

Standards should be reflected upon

during performance reviews

Define the Standards in Writing

Benefits to the salon More professional place to work Better reputation Consistent guest experience Consistent staff relations Increased sales Profitability

Benefits to each employee Better relations with colleagues Better relations with management

Better service mean better tips Improved career skills Training (technical, retails sales, and guest service) Profitable salon means continued employment

Explain the Rationale for Standards and the Benefits

Share the Standards with the Employees

Publish your standards

Have a group meeting with all

staff

Post Them

Solicit questions (privately)

Distribute job descriptions

“One-on-Ones”

Get signed copies of job

descriptions and employee

manual acknowledgements on

file

All employees must meet minimum standards

Set time frame for implementation

Establish Goals around compliance, I.E.

Month 1- Each stylist must meet 50% of salon

standards

Month 2- Each stylist must meet 75% of salon

standards

Month 3- Each stylist must meet 90% of salon

standards

Employees failing to meet the standards will receive

coaching / counseling

Employees who fail to meet minimum standards within

four months should expect consequences

Set the Expectations for Compliance

How will the standards be

enforced?

Secret Shopper

POS Reports

Training

Performance reviews

Make it clear that the standards

are NOT just words on paper but

required behavior that will be

verified

Explain how Standards will be Measured

“They Respect What You

Inspect”

Evaluations

Guest Service Performance

Evaluation

Guest Feedback Form

Salon Operations Evaluation Form

Manager Evaluation

Stylist Evaluation

Owner Evaluation

Salon Décor Evaluation

Interior

Exterior

You have the option to selectively change

standards

What happens when you change standards to

often:

Lose credibility with employees – opens the

door for negotiating on any / all standards.

Reduces your salon’s performance

Provide reduced guest service.

Changing a Standard

Enforcing Standards

Standards should be enforced like

any other salon discipline situation

Apply all standards fairly

With an escalating penalty

Reward for early adoption

Coaching to get to the standards

Counseling for non-compliance

Verbal Warning for non-compliance

Written warning for non-compliance

Termination for non-compliance

It takes time for change to occur

Do not expect compliance overnight

Recognize employees embracing

the standards early

Reward them

Use training where appropriate

Have a “Salon Makeover Party” with before and

after

pictures to make dress code standards more fun

Give the Staff Time to Reach your Standards

Standards are a Minimum Bar

Standards Versus Goals

Set Goal

sHigh

er

As an owner or manager, you must lead

by example

Be in compliance with your own dress

code every time you are in a salon

Demonstrate excellent guest service

Pitch in and help clean the salon

Walk the Walk

Lead by Example

Bottom Line

Standards are:

Important

Non-Negotiable

Fairly defined and

implemented

Standards can help:

Your employees achieve their

goals

Your managers have a

positive relationship with the

employees

You to have a positive

relationship with all

employees

Standards can help your salons become

better places:

For your guests to get services

For your employees to work

To own

Questions We’ve Answered

What are appropriate standards?

Why are standards important?

How do standards help you and your staff?

How do you establish standards for your salon?

How do you enforce standards in your salon?

How do you get employees on board with the

standards program?

How can you use the Position Agreement?

What Did You Learn