Set Up A Win-Win Company Culture

Your Beauty Industry

May 2011

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Policy and Procedure Handbook

Policy and Procedure Handbook

Create clarity, order and an enthusiastic team by having the right policies and procedures in place in your Salon and Day Spa business.

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  • 800.496.9305
  • 5694 Mission Center Road #273
  • San Diego, CA 92108
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Tips For Effective
Management & Leadership Skills

Becoming a leader is about EMPOWERMENT – for your team members as well as for you. Ultimately, you will benefit from having a strong team and your salon business will thrive. Build a synergistic and positive relationship with your staff. Encourage your team to share their thoughts and ideas, since your continued success depends on you working together to achieve your planned goals and objectives.

1. Define Your Business: Work with your salon team to define who your company is and exactly what you stand for. Clearly state your company mission, purpose, vision, core values and philosophy. Let your staff know that they are valuable members of your team. Let them know that they supply a vital link in your client service chain to provide extraordinary service, conducted under the highest standards.

2. Create Your Culture: Work with your team members to synergistically create your company culture together. When you work as a team towards a common goal, your staff will then collectively own the values, principles and policies that you design. Your policies are guide-lines for your employees to follow, so that they have clarity of what they can expect from you and what is expected from them. In this way, both employee and employer are set up to win!

3. Learning Styles: First, assess what your team members’ learning styles are. There are two – “rote” learners and “conceptual” learners. Rote learners must repeat a task over and over experientially until they get it and remember it. Conceptual learners assimilate new information quickly and most often by simple telling and showing. Most individuals in our industry our “rote” learners. When teaching a service provider a new skill, they will always learn best through repetition and doing it hands-on, versus showing them and expecting them to get it. Neither style is necessarily better. They just need to be recognized for the proper training method to be applied.

There are four
leadership styles
and most people
have one style
they use on
all people.

4. Leadership Styles: Discover what your leadership style is. There are four leadership styles and most people have one style they use on all people. There is a cost to being embedded in your leadership style. Salon and spa owners and managers have to adjust their styles to meet the needs of their team.

5. Are You A Teller? The first and most common leadership style is called ‘Telling.’ Salon owners and managers have a tendency to be ‘Tellers’, a style in which they give directions to employees while still maintaining control. Tellers can often become micro-managers, staying too involved in the details while not allowing their employees to grow.

6. Be Flexible In Your Style: Keep in mind that there are different situations for each style. For instance, a rote learner will require a Telling style at least in the beginning, as they may be overwhelmed by another style. Conversely, a conceptual learner may be insulted by a Telling style and feel disrespected by its use.

7. Transition Towards Empowerment: The second leadership style is called ‘Participating,’ where the transition to shifting power is begun by accepting the team member’s feedback and ensuring they have a reasonable understanding of the required tasks. The third leadership style is ‘Consulting,’ which is more dependent upon feedback and verification of whether the team member is ready to work independently. Your goal is to reach the fourth level, ‘Delegating,’ in which you assign tasks to personnel, then step back and give them control and responsibility.

8. Code of Honor: Create a powerful and cohesive team through the use of shared values. At your team meetings, review the guiding principles that your business adheres to and treat them as a code of honor. I recommend that you select four guiding principles that you believe are the foundation of your culture and success. Examples of guiding principles could be honesty, integrity, respect, excellence, trust, appreciation and fun. Select four guiding principles with your team and include a one sentence phrase of what they mean to you and what you each commit to.

Here are three quick examples of this: Integrity: We will do what we said we would do and be accountable to each other and ourselves. Respect: We will receive all contributions as valuable and honor them. Appreciation: We will regularly express appreciation to inspire the team and to thank them for their contribution. Much like the Marine code, establishing this kind of system holds team members account-able, holds them to a team standard and gives other members permission to call them out if they fail to honor it.

Inspiring Champions is a business and coaching company offering live training camps, coaching and mentoring services, webinars, audio tapes and educational resources. For more information call 800-496-9305 or visit
Jenny Hogan is the Media Director at Marketing Solutions, Inc., a full-service marketing, advertising and PR agency specializing in the professional beauty business. For more information, contact 703-359-6000, visit or send an email to