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They seem normal enough … they can talk, they can move around like normal people, they even smile. They will do exactly what you ask when you ask it. You’ve even assigned them with their own little safe, non-business threatening title: dependable.
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As your product sales trainer, I walk amongst them on my daily journeys. When their bosses are not present, turn around or get busy with other matters, the “dependable” immediately start doing what most other TMNS do: they pull out their phones, post a goofy Snap selfie with a bunny nose on their face to their 4,000 followers. Then, just like Snapchat stories, your sales disappear as guests flow through unnoticed … with sales and service opportunities slipping away, one by one.
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The TMNS are not maliciously trying to crush your tanning business on purpose or hurt you personally. They just follow the “model” that you have put in place for them that you learned when you were once a TMNS on staff at a tanning salon.
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It’s an outdated model, simple-minded and transactional, based solely on compliance. You pay them an agreed upon wage to perform agreed upon tasks. If the TMNS are self-motivated, then they will complete the tasks as you ask. If not, you will spend all day every day reminding them of the rules, requirements and tasks you have asked them to do and even worse, that compliant/dependable employee will never do anything extra to enhance your guests’ experience at your salon. This is not a profitable model and is a tireless, thankless way to run your business.
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There is a better model! You can turn “dependable” into “committed.” As an owner or manager, when you can get team members to commit to their job, your guests and your salon, the simple transactional relationship starts to change. TMNS start not only doing what you ask, but also start thinking on their own and finding ways to please your guests even when you’re not watching.
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To help dependable/compliant employees blossom into the committed version, you must first commit to them.
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Take genuine interest in their personal interests, dreams and aspirations. Get to know each team member personally so you can discover all of their strengths – then, help them use and develop the skills they are good at, and when they run into a road block/fear, help them break through it. I recently met a salon owner who paid for all 12 of her staff to attend a private make-up/skin-consulting class taught by a professional makeup artist to help them be more confident talking about skincare! That same owner pays for a Netflix membership for each staff member after three months, because she noticed that they all love to talk about movies and TV shows they have seen.
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Dedication and commitment look very different from dependable and compliant: leaders inspire their teams to do more than just show up on time, say “hello” to a guest and ask, “Do you have eyewear?” It might be walking someone to their car because they have their hands full, it might be turning the salon’s music down as you see a guest walk in who is sensitive to loud music. It might be stopping everyone in the salon to sing “Happy Birthday” to a guest.
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A dedicated/committed team creates memorable moments and incredible experiences that make your guests tell everyone they talk to about your salon. It’s more fun for everyone, and grows your brand and your business!
To help dependable/compliant employees blossom into the committed version, you must first commit to them.
