Leadership, Communication and Community

by Eliabeth Denham

One thing Meg Roberts has learned over the course of her career is that building community requires effective and adaptable communication.

“My passion is brand-building and business-building, especially in the franchising industry,” Roberts said. “Franchising allows you to have a direct relationship with the people you are supporting. That is why I love it and why I am good at it. Every franchise system is different. Every individual is different. So, your communication must adapt.”

Roberts, CEO and President of the Lash Lounge, started her career in the advertising world at an agency in Chicago focusing on branding, television commercials and the like. Thirteen years ago, she stumbled upon franchising, and has never looked back.

In her first role in franchising, as Vice President of Marketing with Service Brands International, Roberts worked with Craig Donaldson and learned many lessons about leadership and communication.

“Craig talked about communication in terms of firm, fair and friendly. As a new executive, I was nervous about the ‘firm’ sometimes, but this approach was the most valuable leadership lesson I have learned and I apply it to every form of communication,” Roberts said.

Donaldson’s mentorship helped inform Roberts’ leadership style and approach.

“With Craig, there is no difference between who he says he is and who he actually is. I feel like he could fire someone, and they would say, ‘thank you,’” she mused. “What I learned from how was not what do to, but how to do it – with sincerity, empathy and authenticity.”

Roberts believes she is respected as a leader because she is a real person who is interested in the livelihood and success of her franchisees’ businesses.

“I want people to feel they can come to me in an unintimidating way. I think it’s important to show our vulnerabilities and flaws,” Roberts noted. “I have never wanted to appear to be someone who has it all figured out. I hope I show a good example and inspire the people I work with.”

Lately, Roberts has been busy reaching outward and upward in the franchising industry and putting her leadership and communication skills to work. She sits on the board of the International Franchise Association (IFA) and promotes a message of bipartisanship.

“I want the IFA to take messages to the Hill using a more bipartisan approach. Small business comes from both parties, and the more we can find less divisive ways to communicate, the more we can accomplish together,” she said.

Roberts was also active in lobbying Congress on the last round of COVID relief, the HEALS Act advocating for changing the narrative to better promote and protect employees.

As a new brand, Roberts values the importance of community outreach and support. As the Lash Lounge grows, they have a few things under consideration to participate in elevating women in business.

“The Black Lives Matter movement made us realize we are not doing enough to thoughtfully consider how we are contributing to long term solutions in making sure we have a strong representation by women of color in our system,” she said. “We are looking at how we can potentially provide scholarships for women of color in the beauty industry and offer opportunities for women to have not just minimum wage jobs, but successful careers.

We are excited about our young brand and looking forward to empowering women to be successful, independent and strong.”

To learn more about the Lash Lounge, please visit https://www. thelashlounge.com/