6 minute read
Upskilling employees
Upskilling is essential to ensure client retention, appeal to a range of customers, retain and engage employees, and adhere to insurance and regulatory requirements.
‘Clients expect staff to be competent and confi dent,’ says Melissa Timperley, owner of Melissa Timperley Salon, Manchester. ‘Th at means training them exactly how to perform a hair task, and that can only be gained by
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AHEAD OF THE CURVE
Upskilling is crucial in the hair and beauty sector. How do salon and barbershop owners know when and how to train staff ?
practising in a safe environment and learning from experts.’
‘If you and your team members do not keep up with new trends, techniques and products, your competitors will be paying attention, and you will start to lose clients,’ adds Cheryl Rougvie, director at Ambition Centre for Training.
Training shouldn’t just focus on trends, though, point out Claire MacLeod and Diane Murray, founders of Shine, which supports hair and beauty sector businesses. ‘Th ere is a whole regulatory side where ongoing training is essential,’ says Claire. Staff should be continually updated on regulations, data protection, and diversity and inclusion.
WORDS ANNA SCOTT
IMAGES: ISTOCK
‘Mental health fi rst aid training and noticing domestic abuse or human traffi cking are important areas,’ she adds. ‘A salon staff member might be the only interface someone has, and might be able to give guidance. Aside from the compliance aspect, it is also hugely motivational for staff .’
It’s also crucial that staff have the right qualifi cation for the service they are off ering, says Caroline Larissey, NHBF director of quality and standards. ‘Th is has become important to meet insurance requirements.’ Melissa focuses on upskilling to both stay current and avoid re-dos. ‘Th ese cost the salon money and stylists can lose confi dence. Th is can limit what they are comfortable doing, which is not helpful for them or the salon.’
Upskilling boosts not only team members’ confi dence, but also their skillset and engagement with work. ‘Th ere are several benefi ts to providing or encouraging opportunities for continued professional development [CPD],’ says Caroline. ‘Th ese include a more engaged and happier team that feels rewarded in their job, lower staff turnover as they feel more committed, and better employee retention because they feel the business has invested in them.’
Individual needs
Th e NHBF recommends hair and beauty professionals complete
CPD on an annual basis and record any CPD completed. Th is can be shared with insurance providers when needed.
‘We place responsibility on individuals to decide what their development needs are,’ Caroline says. ‘Th ey are encouraged to engage with their employer when deciding on CPD activity, and to focus on the quality and outcome of activities, not just the time spent on it.
‘Businesses may measure how eff ective CPD has been or if it has
94%
of employees would stay with their current employer longer if there was more
investment in their career
encouraged more business by completing client loyalty surveys.’
Cheryl adds that the success of training should show in productivity increases. ‘When new training is given, you want to bring in clients for those services,’ she says. ‘Th is breeds confi dence and enthusiasm among staff and clients.’
At Melissa Timperley Salon, personal training plans keep staff motivated. ‘Everyone knows what is going to be most helpful to them because we discuss it at monthly one-to-ones and agree their areas of focus, interest and improvement,’ Melissa says. Trainers can help salon owners to identify staff training needs, too. ‘We have an independent
61%
of employers are funding or arranging training, down from 66% in 2019
99M
training days were provided by employers in 2019, the lowest level since 2011
Annette Munslow, founder of Peaches Hair and Beauty in Alfreton, Derbyshire, has used online platforms with her team to learn skills and techniques.
‘Upskilling is essential to provide what clients are asking for,’ she says. ‘For example, researching new products like K18 – fi nding out how they work, passing this knowledge on and seeing the results – has been fantastic.’
She advises researching new products, perfecting new skills and sharing ideas from team training. ‘Don’t be frightened to try new things. Encouraging your team will have a positive input and create excitement for clients.’
overview of the salon, and can identify what employees need to develop,’ Cheryl says. ‘It’s about meeting the needs of not only the salon, but also the individual.’
Engaging staff
Ambition has invested heavily in interactive e-learning. ‘Th is covers everything from a level 2 qualifi cation to salon trainers,’ Cheryl says. ‘Understanding how people learn is key to engage them. Th ere are great free online tools identifying learning styles.’ Diane agrees that there are now many ways staff can consume training online – from
MELISSA TIMPERLEY
Owner, Melissa Timperley Salon
DO
Have a training plan for each team member, including reception staff
Have a ‘continuous improvement’ mindset in the salon
Check in regularly to fi nd out what team members are interested in and challenged by
Take note of client reviews for clues on where a team member could develop
DON’T
Accept an ‘I know it all’ attitude from any of your team members
Have favourites for training – be prepared to give everyone the training they want and need
Let team members keep knowledge and techniques to themselves – ask them to train others on what they have learned listening back to reading a transcription. ‘Th at means they can tap into training in a way that is going to suit them,’ she says.
Th is is especially important for freelance contractors, who may have to pay for their own training. ‘Employers may encourage or ask staff members and independent contractors to participate in a minimum level of annual CPD to meet quality assurance and insurance requirements,’ Caroline says. It doesn’t have to be expensive. ‘CPD can come in many forms – courses, training, sharing good practice, exhibitions, shows, demonstrations, reading, researching, YouTube videos and so on.
‘Knowing that everyone in the team maintains CPD and is aware of the sector’s best practices will provide confi dence that mistakes are unlikely, and that everyone within the business is as skilled as each other.’
IF YOU DO NOT KEEP UP WITH NEW TRENDS, YOU WILL START TO LOSE CLIENTS
RESOURCES
National Occupational Standards for hairdressing:
bit.ly/NOS-hairdressing
NHBF webinars: nhbf.co.uk/
events/search
Taking on an apprentice:
nhbf.co.uk/taking-on-anapprentice
The importance of CPD and training: nhbf.co.uk/
importance-of-training
The importance of training:
nhbf.co.uk/beauty-training
NHBF apprenticeship guide: nhbf.co.uk/
apprenticeship-guide
wants to hear from you
Do you have some expert advice Do you have s for your fellow salon owners that for your fellow you’d love to share? Or maybe you’d love to you would you like to be you would interviewed for the magazine? interviewed f
We’re looking to add even more NHBF Member experience and expertise to the articles for the magazine. We would love you to come forward if you think you’ve got something to say from a barber, hair or beauty perspective – we want to hear from you all.
You would be adding invaluable depth and insight and shaping the magazine’s content direction. Could you help?
If so, please email the magazine’s assistant editor Hollie Ewers at hollie@ salonfocusmagazine.co.uk with your suggestions or for further information.
