While staff may not stay forever, there are ways to make their departure less of a shock to clients. Learn how to handle staff turnover here.
Staff turnover is a natural part of running a salon. While you can’t expect staff to stick around forever, there are things you can do to help make their departure less of a shock for your customers.
Customers often get attached to stylists, so when they leave they might feel adrift. As the salon owner, it’s essential to ensure these valued customers feel supported during this time. They might have built a strong relationship with their stylist and could be reluctant to try with someone new.
As the salon owner, it’s your job to manage this transition and champion the skills of the other stylists in your salon so that your customers feel supported. In this guide, we’re looking at how to manage staff turnover so that your clients will always be happy.
As soon as you know a staff member will be leaving, it’s time to communicate this information with your customers. First, check if the stylist has any appointments booked for after they leave. Contact these clients and let them know their stylist is leaving and they will be reassigned. They should have the option to change their appointment, bring it forward to a time before their stylist leaves, or cancel.
You should also communicate the change of staff on your website, social media and email channels. You might not be happy about their departure, but it’s an expected part of running a salon, so you need to be upfront and honest about the change.
Some clients are loyal to the stylist, not the salon. So if the stylist is staying in the area, you can expect a small number of clients to follow them. This can be disheartening, but try to keep it in perspective. When you hire a new member of staff, you might experience a bump in clients, so it should even out in the long run.
By giving these clients the option to book with another stylist who you fiercely support, you are doing everything in your power to keep these clients registered with your salon.
Keep in mind that they might go elsewhere for a treatment only to discover they now have to pay more or don’t get the same treatment. If they are still on your mailing list, you may have an opportunity to tempt them back to your salon with the right offer at the right time.
If a client is happy to be passed to a new stylist on your recommendation, then you can be confident they are loyal to your salon. These are the customers that should enjoy the very best treatment, including exclusive offers and first choice of appointment times.
It’s also worth freezing their treatment prices for a period of time after they agree to the change. This is a simple display of loyalty that can be highly effective for communicating how grateful you are for their continued support.
If the departing staff member is leaving because they don’t feel supported or appreciated, it could be a time to look at how you show your support. Make an effort to champion your staff members and highlight their accomplishments. Rather than focusing on the negative of one person leaving, think about the positives to be found in those who are staying.
Take the time to gather feedback to see if there are any improvements that need to be made. You might discover issues in your team that need to be addressed so that no other team members feel the need to leave. You can also involve them in hiring a replacement, as this is a highly effective way to show that you value their input.
Some companies fear investing too much into their staff, because it will feel like a greater loss if they leave. But consider the negative impact of not investing in your staff and having them stick around.
Staff turnover is a normal part of operating a salon. Take the personal feelings out of it and think about it with a level head. While it might feel like an insult, every departing member of staff is an opportunity to grow and learn.
Investing in your team pays off in the long run—both for your staff and your salon’s success. Ready to boost staff retention and growth? Explore our software solutions and how they can help you build a stronger salon business.
