29 December 2021
There is never a right time for a team member leaving your salon and getting the news can make your heart sink. Even more so when the stylists or therapist has built a strong clientele and have been with you for many years.
You will feel a mixture of emotions, disappointment, anger, upset, and then finally the need to protect your business. Often salon owners will ask the team member not to work their notice and to leave the salon immediately. Sadly though, the damage is usually already done. The team member leaving will have a list of their client’s names, mobile number, and email address before they told you they were leaving.
Can you turn this around?
At times it is possible to turn things around and encourage the team member to stay, this will of course depend on the individual’s circumstances. It may be best for you if they do leave your salon, however on the flip side, there could be other events happening which have prompted them to give their notice in.
Spotting the signs early
Holding regular 121 meetings with your team individually is so, so important, this may help you spot the signs early if they are unhappy in the workplace. It could be as simple as them not agreeing with how something was dealt with recently or perhaps they have personal problems at home which are effecting them at work too.
Often when you do hold regular 121 meetings you will pick up on any home issues or points at work that may be bothering them. This then gives you the opportunity to put things right if it’s at work or be a sound board to let them off load.
Try having your 121 outside of the salon, make them feel comfortable, get them a coffee, and remind them that this is their time to share anything on their mind.
What to do on SalonIQ?
When a team member hands their notice in, the first thing you should do is restrict access to contact details, or even access to SalonIQ altogether if this is possible.
Look and see where you can move clients across, try to off a complimentary upgrade to a more senior stylist or a stylist of the same level and offer the same price.
Deauthorize their device
As with most cloud base systems you can use a login to access the system on any device. Remember this would only have been done in the first place with your authorisation and you have full control of taking that access away without them knowing on all their devices.
On SalonIQ head over to the ‘authorised devices’ area, search for the team member and stop access.
If you are wanting all access to stop with SalonIQ for the team member, go to the user’s section in IQ Hub and deactivate their user. We’d also recommend changing all pin numbers for your team in the salon.
Should you contact the client before they arrive?
This is personal choice, however in experience I would not let the client know but instead handle this with care when the client arrives and inform them of their regular stylist leaving. What we want to do here is avoid any opportunity of the client cancelling and instead blow them away with an amazing experience and the perfect pamper with another member of your team.
Clients who do not have an appointment
Once you have managed all existing bookings with this team member in SalonIQ, we would then recommend for you to reach out to all clients who have been looked after by the team member who is leaving in the last 12 months.
Offer them an appointment with a senior level stylist / therapist and perhaps even an introductory offer if you feel the need to do so. Discounts and promotions are not something we encourage, however when a team member leaves you need to do all you can to get the client just the once to show them how great your team are.
Employee Exit Survey
It is so important to get as much information as you can from any leaver, it gives you an insight into their thoughts and gives you a good idea on how to change things or implement new strategies to protect your remaining and future employee’s.
Here are a few questions you could include within your employee exit survey.
The salon was able to put my skills to good use?
I was paid well for the work I did
How often did you receive recognition for your work?
On a scale of 1 to 5 how well were you educated to perform your job effectively?
Is there anything else you would like to add?
Remember this is temporary, the world may feel like is it tumbling down on you, but it’s not, things will get better, you can pick yourself up from this, learn from the experience and do all you can to make sure this event does not happen again when in your control.