The Salon Owner s Guide

Transcription

1 The Salon Owner s Guide The Ultimate Resource Guide to Organize Your Salon Operations, Maximize Your Team, and Grow a Thriving Business Includes Easy-to-use Salon Business Systems Templates and Forms Leonardo Redavid & Dawn Gannon, M.Ed.

2 The Salon Owner s Guide The Ultimate Resource Guide to Organize Your Salon Operations, Maximize Your Team, and Grow a Thriving Business By Leonardo Redavid and Dawn Gannon, M.Ed. Radiant Edge Press 2014 REDAVID Education ii

3 Copyrights and Permissions 2014 by REDAVID Education. All rights reserved. Radiant Edge Press, 133, Fraser Highway, Surrey, BC, Canada, V3S 9A4, functions only as book publisher. As such, the ultimate design, content, editorial accuracy, and views expressed or implied in this work are those of the author. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any way by any means electronic, mechanical, photocopy, recording, or otherwise without the prior permission of the copyright holder, except as provided by Canadian copyright laws. Only reviewers are allowed to quote brief passages from this publication. All rights reserved worldwide. Photographs are by Blue Pencil Productions and are the exclusive property of Redavid Education. and Library and Archives Canada Canadian ISBN Service System (CISS) ISBN REDAVID Education iii

4 Testimonials Chelsea Owner and Manager of Hidden Gem Salon I liked the reusable forms and templates and the easy to follow Salon Owner s Guide. In the class, I was absolutely blown away by the energy, dynamics, and professional attitudes! Rated the class: 5 out of 5 Kristy Owner and Manager of Hair Fusion I liked that the business course was very positive and open. It helps to teach not only the fundamentals but how to care for yourself, your staff, and your clients. Great job! I appreciate the Salon Owner s Guide has an easy to use format. Thank you very much! Rated the class: 5 out of REDAVID Education iv

5 Contents Testimonials... iv Contents... v Introduction... viii How to use this Guide... ix Part One: Owner s Tools... 1 Future Vision Statement... 1 How to Develop Your Future Vision Statement... 1 Mission Statement... 3 How to Develop Your Mission Statement... 3 Goal Setting... 5 How to Develop Your Business Goals... 5 Part Two: Salon Business Tools... 7 Easy Business Plan... 7 Feature Sales Goals...10 How to Develop S.M.A.R.T. Goals...10 Weekly Planner for Salon Managers...13 Rules for Meetings...15 Outline for Annual Strategic Meeting...16 Part Three: Salon Operations...17 Review/ Self-Evaluation...17 Educational Workshop Evaluation...19 Salon Manager Evaluation...20 Service Receipt for Front Desk...21 Stylist Schedule...22 Weekly Attendance...23 Weekly Inventory Report...24 Part Four: Human Resources...25 Recruitment Package...25 Sample Recruitment Package...26 Compensation and Benefits...27 Recruitment Checklist REDAVID Education v

6 Job Description: Owner or General Manager...29 Job Description: Salon Manager...32 Job Description: Front Desk / Receptionist...35 Job Description: Hair Stylist or Chair Renter...38 Job Description: Esthetician or Spa Employee...40 Part Five: Confidentiality and Non-Competition Agreement...42 Confidentiality and Non-Competition Agreement (Canada)...43 Part Six: Hiring Employees...51 Interview Process...51 Questions about Training and Education...51 Questions for Work Habits and Goal Setting...52 Second Interview...52 Additional Interview Questions...53 Rejection Letter...56 Salon Key Release Form...57 Welcoming New Employee...58 New Employee Orientation Checklist # New Employee Orientation Checklist # Part Seven: Evaluation...64 Hair Technician s Technical Evaluation...64 Esthetician s Technical Evaluation...65 Massage Therapist s Technical Evaluation...66 Nail Technician s Technical Evaluation...67 Employee Self-Evaluation...68 Salon Employee Evaluation Form...69 Quarterly Employee Review...71 Determination of Average Percent of Goal Reached REDAVID Education vi

7 Employee Vacation Request Form...74 Employee Termination Form...75 Part Eight: Client Notes...76 Client Questionnaire...76 Customer Service Evaluation Form...76 Stylist Leaving Letter...78 Technician Leaving Letter...79 Apology for Incident Letter...80 Part Nine: Authors Biographies...81 Leonardo Redavid...81 Dawn Gannon, M.Ed Product Information Page...83 REDAVID Education REDAVID Education vii

8 Introduction The Salon Owner s Guide The Ultimate Resource Guide to Organize Your Salon Operations, Maximize Your Team, and Grow a Thriving Business Master Stylist Leonardo Leo Redavid has owned a number of high-end hair salons; his latest being Endz Hair Studio in downtown Vancouver, BC. He knows the challenges that salon owners face in order to grow a thriving business. Over the last seven years, he and his partner, Dawn Gannon have created and put together the systems, marketing tools, templates, letters, and forms necessary to; help owners run their businesses efficiently; attract and keep loyal customers; and empower staff to be motivated and creative. Their goal is to transform the Industry with knowledge and tools that are easily implemented to help stylists and salons become successful with their careers and businesses. The Salon Owner s Guide provides a consistent and complete business system for keeping your staff on track with the services and goals established in the Salon Owner s Vision and Mission Statements and supplying you with a variety of tools to help you conduct your daily tasks: Mission and Vision Statements Job descriptions, staff attendance, and schedule forms Goal setting and Staff meeting formats Employee assessments and evaluations Legally prepared Confidentiality Agreement Form letters for a variety of salon situations Take time to become familiar with this book and it s easy to use and implement templates REDAVID Education viii

9 How to use this Guide The Salon Owner s Guide is divided into 9-Parts with 50 chapters or designations. All forms, policies, job descriptions etc. in this guide are templates that you can adjust or change to suit your salon requirements and needs. This book comes in a downloadable version onto your computer, allowing it to be easily printed as a full version or print a page at a time when a template meets your business needs. Part One, Owners Tools, is for the Owners of the salon and at your discretion can be given to the Salon Manager as well. These tools, The Future Vision and Mission Statements and the Owner s Goal Setting will help Salon Owners decide on what they really want out of their business. Many times salon owner s ideas and dreams were only partially defined. To be successful, you absolutely must write a clear purpose and vision about your intentions and what you want to see happening. Afterwards, these items can be shared with your staff so they have a thorough understanding of what you really want to happen in your salon in order to help you meet your business and personal goals. Throughout this Guide, you will be asked a lot of questions. Take time to think and jot down notes in the spaces provided (there are no right or wrong answers) and your ideas and a roadmap will magically come into place. Part Two, Salon Business Tools contains the Easy Business Plan, Future Sales Goals, Salon Manager s Weekly Planner, Action Steps, Rules for Meetings, and the Annual Strategic Planning Meeting. Once again, you will find a series of questions in each part. These are aimed at gathering very specific information from you about the work you are doing or are handling. Often times what we think is happening in our salon is actually, in reality, not. When we put our answers or figures down in black and white, then we will get a clear view of how we stand. This will tell us the real story and give us the direction we are going or a plan to get there. The key to this type of information is not to make us feel badly, but to help us see where we need to pay a little more attention. Part Three, Salon Operations contains the Review and Evaluation of the Stylist, Salon Manager Evaluation, and Service Receipt for Front Desk, Stylists Schedules, Weekly Attendance, and Weekly Inventory Report. These items establish the foundational activities of the salon. Employees performance reviewed in these areas on a regular basis is a huge benefit for them to establish structure in the work place as it lets them see how they are doing and 2014 REDAVID Education ix

10 where they may need improvements. When an employee knows what the rules and expectations are of them and the criteria for their position it affords them the ability to improve their performance knowing where they need to change or how to conduct themselves better in the salon. Part Four, Human Resources includes the Recruitment Package, Compensation and Benefits, Recruiting Process, Job Descriptions for Owner / General Manager, Salon Manager, Front Desk / Receptionist, Stylist and Esthetician/ Spa Employee. These special tools back up what your salon offers when you want to hire a stylist or staff. They help you present, in a uniform fashion, what your salon stands for, what it s willing to offer, and what the employee can expect if they were to work there for you. These tools can also become points of review between the Owner and the Salon Manager, say, for their quarterly or semi-annual meetings where they discuss their overall progress and success. Part Five, Confidentiality and Non-competition Agreements is a legally prepared document exclusively written for its use in the Salon Owner s Guide. The version in the book complies with Canadian Laws. Part Six, Hiring Employees contains the Interview Process, Interviewer s Notes and Impressions, Rejection Letter, Key Release Letter, Welcoming the New Employee, New employee Orientation #1, New Employee Orientation #2, and the Applicant s Technical Evaluation for Hair Technician, Esthetician, Massage Therapist, and Nail Technician. These tools establish a firm consistency regarding the hiring standards which are critical for the salon s function and reputation. The letters are recognizable by their titles. Part Seven, Evaluations contains the assortment of evaluations and forms related to the employee performance and are handled in the salon. These consist of the Employee Self- Evaluation Form, Salon Employee Evaluation Form, Quarterly Employee Review Form, Employee Vacation Request Form and Employee Termination Form. Documentation of employee activities is one of the most important things you can have in any business. It protects you as the owner, the employee as a responsible staff member, and supports managerial decisions in cases of dispute REDAVID Education x

11 Part Eight, Client Notices includes the three important documents through which you can get vital feedback from your clients. These consist of Client Questionnaire, Customer Service, Quality Evaluation, and Customer Service Survey. The three letter-form notices are Stylist Leaving, Technician Leaving, and the Apology for Incident. Ideally the letters should be retyped onto your own business stationary or letterhead and addressing the person personally. Part Nine, Authors Biographies is the final part of this reference guide showcasing the careers and expertise of the authors. Final points regarding The Salon Owner s Guide we hope readers consider. Education: If you are an owner, it is important to learn about running a business--read books on business management, take classes, go on-line. Many salon owners begin as stylists and never get trained in the vital aspects of business. It takes more than just building your clientele list and keeping your customers happy. For a salon to be able to grow and be prosperous, owners should learn basic business principles and then have regular scheduled educational training for their staff within and outside of the salon; ongoing cutting and business-building classes brings value to you and your staff and your customers. Learning never ends when the goal is daily improvement. Policies: Does your staff know exactly what is expected from them? A superb manager sets down the rules providing structure and continues to increase standards--improving both the salon and the team. Giving your staff structure, a job description, firm expectations, and a salon experience that they feel supported individually and as a team is a win-win situation as they continue to grow and invest in their professional careers as stylists the salon s credibility and profitability will grow along side, too. Procedures: Successful salons have systems in place that identify how to handle the various day to day jobs and operational activities that go on. Problem solving is easier when staff know what is expected from them. Give your staff procedures and steps to follow for problems, tasks, client management and retention, product sales and other salon activities. Planning: We suggest planning for a year and then focus on each month with goals and targets, marketing and promotion ideas, team building and training plus incentives to reach your goals REDAVID Education xi

12 Our Salon Owner s Guide, our Marketing Calendar, and the 7-Steps Manual will all help you be successful all developed by REDAVID Education. We are excited that this owner s guide will provide you with a valuable resource to assist you and your salon. Congratulations on your purchase of this invaluable book. Leo and Dawn 2014 REDAVID Education xii

13 The Salon Owner s Guide Part One: Owner s Tools Future Vision Statement Defining the look, feel, experiences, and finding the ideal location for your business may come when dreaming about the kind of salon you desire to have. However, to turn dreams into reality requires taking these ideas and writing them down on paper to use as a guide as to what exactly it is that you want to create. In order to adjust your present business to be on track with the Future Vision means that clarity and focus on specific targets and goals to attain these features described can be created. Without this clarity it can be easy to accept anything that goes in creating your salon, yet it may not bring you the kind of business you dreamt about having. Future Vision Statements are benchmarks to keep your focus, clarity, and decision making on track for your desired outcome. It also gives physical documentation for others in your salon to see and support the path of growth you are striving to create. How to Develop Your Future Vision Statement Consider your style, location, decor, colours, square footage, and the number of employees, stylist stations, clientele, products and services the salon will offer, and how successful you want to be. Take a little time, relax, and think about what you want your salon to look like, how does it make people feel? There is no right or wrong answer to this ideal you have for creating a salon. In fact, the more details you provide the clear it is to set off creating it. Get connected to the passion you have for wanting to create this space and experience. Once you have this vision in mind make some notes here and write out the details on the form provided on the following page REDAVID Education 1

14 The Salon Owner s Guide Future Vision Statement: of Salon/Spa Date: Remember to sign this, and if you expand to more than one salon, each will have this form on file REDAVID Education 2