Losing A Team Member.

By Kerrie Di Mattia

To most in our industry, Hairdressing is more than just a job; it’s a lifestyle! It's more than just what you do, it’s who you are and how you can express yourself, if you work in a team of people who feel the same way, who bounce ideas off each other, collaborate on projects, and inspire each other’s work then as cliche as it is, we often use the word “family” to describe our crew.

So, what sort of void does it leave, when one of the “family members” moves on?

I guess that depends on what they contributed to the team, in some cases we can send them off with a cheerful wave, close the door and never give them another thought…but others, well they can leave a huge void and a hole in your heart, or at the very least your roster, especially if you didn’t see it coming!

I chose this topic today because it’s close to home for me and a lot of the salon owners I’ve spoken with over the past few months. I spoke to a beautiful salon owner only recently who was seriously considering throwing in the towel, finding herself increasingly frustrated at trying to nurture and navigate her team, only to have them change direction on a whim and change careers.

I’ve recently had 2 newly qualified team members resign within a week of one another, both amicably and both for genuine reasons, one to change direction and one to go down the Indi path and rent a chair.

Even though it threw a huge temporary spanner in the works, these days I handled things like this, way better than I would have a few years ago - I remember a time or two when something like this would have turned me into a complete basket case chanting “how could they do this to me” on repeat and plotting acts of revenge to make myself feel less of a victim!!!!

It was during one of these very times my friend and mentor Julie Piantadosi said one simple line to me…

They aren’t doing it to you Kez; they are just doing it for them!

What a game-changer that simple sentence was…

Now I’d like to give you some similar advice….

Every setback can be an OPPORTUNITY for a comeback!

It may not feel like it at the time but trust me, take a moment to let the dust settle, don’t rush into damage control and definitely don’t take it personally, rather see it as an opportunity to re-assess, rethink, restructure and reinvent, don’t waste time focusing on the negative, you are better than that!

Here are my tips for when the scales temporarily tip:

How to handle the news & what comes next:

Stay professional: Respond like a leader - Avoid reacting emotionally, as much as on some occasions and some circumstances, it may feel warranted!

Stay calm: and wish them well on their new journey, amicable ending, or not, you are in charge, and you set the tone.

Find out the WHY: Find out why they are leaving. Was it for more money or better opportunities? More life, less work etc., you need to know this information, understanding their reasons can give you insights to help you process the situation and where to up your own game, if needed.

Focus on your remaining crew: Let them know ASAP what’s going on. They will be feeling this too and are unsettled. How you handle this will have an impact on them either positively or negatively - it’s your choice. Remember, you’ve lost a team member, they may have lost a mate.

Reach out to your existing clients: Keep your clients in the loop about the situation. Once again be professional, the clients can also be influenced by how you handle the situation. Highlight your A-GAME to keep them coming back, when you reach out to those clients emphasise the quality and consistency of the service they’ve received over the years and that you truly appreciate the loyalty they’ve shown.

Sweeten the deal: offer an incentive to the outgoing stylists’ clients, to keep them from following them to the next salon - I know of a salon owner who was so determined to keep the clients of his top colourist when he left, he offered all his clients 50% off their next 3 colours!! Extreme, maybe, but it worked!

See the opportunities!

Team Refresh: This is a chance to refresh your team’s dynamic. A team restructure can bring fresh perspectives and ideas that could invigorate your salon’s culture. It’s a great opportunity to bring in new talent if you have a skills gap, or even better, see if someone on your team is ready to step up and take on a bigger role. This not only leaves room to take on an apprentice and grow another superstar from the ground up but also lowers your payroll!

Innovation: With a gap in your team, you have space to innovate. You might explore new services, and techniques, that set your salon apart in your area.

Client Reconnection: Use this chance to reconnect with your clients that may have dropped off over time, sometimes a team reshuffle is just the nudge they need to return.

Spice Things Up: Nothing fills a hole quicker and gets the team back on track than some killer education or a retreat weekend away. It’s not just about learning new tricks, it’s like a secret weapon for boosting morale, when a team learns and grows together it forges stronger bonds among your crew which in turn improves your salon culture and your client experience.

Last but not least, shake up your salon’s vibe: A fresh coat of paint, or even just a good spring clean and rearrange can get your vibe back on track, it’s amazing how cathartic it is to de-clutter. This will not only give your team a boost but keep your regulars excited to visit.

Remember, every setback is a stepping stone to something better!

Embrace the challenge, adapt, and evolve, and keep on moving forward in the epic industry.