Dealing with departures

Employees come and go, particularly in these more uncertain times. But what do you do when your most in-demand staff member leaves? Salon business expert Liz McKeon has some advice

Having a dedicated and talented team is crucial for any successful salon. So, as a business owner or manager, you never want to see your superstar stylist or therapist walk into your office, close the door, sit down and ask you if you have moment to talk. When it happens, you get that sinking feeling in your stomach telling you what is coming next – they are leaving.

It’s natural to take their resignation personally, and to panic and get upset. You may feel angry, disappointed, confused, and even betrayed. However, now is not the time for these emotions. You have a business to run and clients to keep. Instead, stay positive, calm and focused on your salon. It is important that you move quickly and take the following steps:

1 Contact the team member’s clients immediately

It is preferable that the clients hear the news directly from you. This gives you a chance to book them in with another member of the team. If you cannot contact them by phone, then a letter or email is another good way to get in touch. A text is too short and impersonal. It may send out the wrong message as it might look like you’re not that bothered about their custom.

2 Keep your message positive

Stay positive and keep the message simple. Remember, the clients are the salon business’s clients. The client doesn’t need to know the details; they just need to be assured that you will continue to look after them at your salon. Acknowledge that you are sad to see the person leave, and you wish them all the very best – then get back to the client and their next appointment.

3 Manage the gossip! 

No matter where the staff member is going to, or what the circumstances of their departure is, do not let your team gossip to clients. Instead, give them instructions on what to say. If necessary, give your team, particularly your reception staff, a script. This way, they will have a well-rehearsed response at the ready. Some clients may feel a little let down, so it is important to manage the situation.

4 Monitor social media

Keep an eye on your social media accounts, just in case clients are being poached via this channel. Now is the perfect time to increase your own marketing and shout about just how fantastic your salon is.

5 Pull out all the stops

Do everything you can to keep your clients, but if they follow the departing staff member, don’t give up – continue to market to those clients and make it easy for them to return to your salon. Remember, you are an amazing entrepreneur and this is just a bump in the road. In no time at all, your salon will be back to normal – everybody is replaceable. PBHJ

Liz McKeon is an author, business coach, trainer and mentor, specialising in the hair, beauty and spa sector. For further information visit lizmckeon.com or call +353 86 386 1243.