THE TRUTH ABOUT… STAFF

Having previously revealed the truth about clients and bosses, Hellen Ward turns her attention to staff, outlining six ways to keep salon teams loyal

So, last month I gave you my take on the truth about bosses. I hope some of your team learned something about you through reading the column… I certainly pinned it to our staff room wall.

Leadership is a lonely place; there are many analogies about the managerial hierarchy: operator (carrying out the productivity), manager (directing and supervising), and leader (guiding, inspiring and envisaging), but I’ve been running teams of people for nearly 35 years and although that sounds great in theory, the workplace is still very much relationship based.

Most employers want positive, proactive staff who “work with them, not for them”.

Most employees want caring, nurturing and empathetic bosses. So, what do we need to understand about our team members to make it a win-win for both?

1. They want to earn decent money

And so they should. They will very quickly get very used to the highest wage packet they ever had. They will want to earn as much money as possible and this will predominantly be what motivates them to perform.

In the move towards self-employment, people think they will be better off if they rent a room or go freelance, but it’s quite possible that if they weigh up the pros and cons, they won’t be. It’s never worth losing good people over money, so ensure that you offer an uncapped, generous commission percentage deal so they have all the benefits of maximising their earning potential as if they are working for themselves with all the perks of being employed (job security, paid holiday, PAYE, no tax returns, maternity/paternity leave, etc).

2. They want their employer to be consistent

The trouble with humans is that we are not consistent. We have good and bad days. But most people really value knowing that rules are rules and will be stuck to.

They don’t want to be your friend. You are not their friend either. You are their boss and they want to know you will behave in a consistent manner so they know where they stand with you. Park the emotion and stay firm but fair. They’ll appreciate you all the more for it.

3. You’re a coach, mentor and role model to them

You might even be the closest thing they have to a parental figure. That may be a bit scary, but just know that they will watch how you behave and subconsciously that will set the behavioural rules in the workplace. Employers always set the tone. Make sure it’s the right one.

4.They will never care as much as you do

Nor should they. They don’t have to. It’s not their business. They won’t notice what you notice, and it’s OK that they don’t. They probably only care about themselves and that’s fine. Accept that and you will have a different attitude to your team.

5. They want to be appreciated

Noticing the little things that people do has a phenomenal impact. Going above and beyond is a thankless vocation if nobody notices. I love the quote from Perry Belcher, co-founder of Digital Marketer: “Nothing will kill a great employee faster than watching you tolerate a bad one”.

So, however small it may seem, remember to say thank you. It might only be a small gesture to you, but the gratitude isn’t the issue; it’s the fact that you noticed. It will make them want to continue going above and beyond.

Remember to notice the bad things too and pull people up on them – it’s the only way to safeguard the loyalty of the good staff.

6.They want you to be flexible

The fluid-thinking companies are changing their HR policies and offering their employees, post-pandemic, a more flexible way to work. It’s quite common now for US companies to offer limitless holidays (based on the employer trusting the employee to take as much holiday as they need) or to buy and sell holiday entitlement, the ability to work from home, flexible working hours, flexible parental leave or remote working.

These are all becoming quite commonplace in the bid to offer people a new way to keep their mental health and their work-life balance on track. I’ve always allowed those employees juggling their childcare the chance to work the hours that suit them at the time, knowing those needs will change as their children get older. As a result, I rarely lose new parents from our workplace. Being empathetic is key for the future, for sure.

Valuing our team has never been more important. Understanding what they want and what makes them tick is vital to ensuring we create a workplace where loyalty and intrinsic job satisfaction thrives, because if we do, our businesses will thrive as a result.

Hellen Ward is managing director of Richard Ward Hair & Metrospa in London and a beauty ambassador for the National Hair & Beauty Federation (NHBF).