I Hate Jill Zarin Tabatha’s Salon Takeover – Guest Blog by Quincy IL
Thank you Quincy for this great recap on Tabatha! I just love her!
Tabatha Salon Takeover Week 6
Tabatha goes to the “Touch of Elegance” Salon in Tewkesbury, Mass. The manager of the salon is Debbie Furrow and she has asked for Tabatha’s assistance. Debbie tells Tabatha the staff has mutinied twice. Debbie tells Tabatha that last Feb., hairdressers stole their client information and she has lost 15,000 to 20,000 dollars in income per month. Eleven employees have abandoned the salon in the recent past. The salon has been in existence for 3 years.
Tabatha has had a camera in the salon. A female customer came in the front entrance and stands there looking for help. The staff claims that Debbie is condescending. Clients don’t want to return to the salon. Debbie won’t take the time to communicate with staff and they are fearful of her “mood of the day.” One client waited in a chair for two hours and after deciding to leave was chased down in a parking lot by the receptionist who demanded twenty dollars. The lady seemed upset and told the receptionist to leave her alone.
Debbie has created letters that clients and staff laugh at. Tabatha feels the tone of the letters is threatening and describes them as harassment. Debbie thinks there are 20 promotions at the time of the visit, but the receptionist tells Tabatha that there are close to 40 promotions. Tabatha is shocked. This cheapens the salon, harms the income of the employees, and does not attract high end customers who will return time after time. When Tabatha questions Debbie, she becomes emotional and begins to cry.
Tabatha tells Debbie to see the salon through the eyes of the customer. Tabatha asks for the keys of the salon.
The appointments are cancelled for one week. Tabatha feels the design of the salon is acceptable and that it is clean. She feels the layout needs to be restructured. Tabatha observes a table near a customer that is being used to stuff envelopes full of free and reduced coupons. The customer is not happy with her hair which has many colors in a pattern. Debbie does not want to give that customer discount on a color treatment that she hates, but had the coupons giving unknown customers discounts with in sight of the unhappy young client. One stylist told Tabatha that on one occasion she worked a six hour day for $10.00 because of the salon coupons.
The staff is miserable. They feel that Debbie has moods and they are unsure about communicating with her. They describe an unhealthy atmosphere. They call Debbie, “Crazy.” If Debbie was to change, this could be a high end salon. Debbie treats the staff as if they were children. She describes a meeting as a second grade class.
There is no leadership for the stylists. No one obeys the verbal rules including Debbie who wears opened toed shoes which are dangerous in a salon.
Assessing the Staff
Tabatha brings potential clients into the salon and monitors the staff while they are working. Debbie has problems with her styling techniques. Tabatha finds that Debbie resists taking instruction. Many clients have stained scalps because the salon does not have the resistor/color remover in stock. There is another product that Tabatha feels in ineffective. Tabatha tells us, “I want to shoot myself.”
Tabatha has Debbie meet with a bridal business across the street from the salon. The bridal shop has bridal shows where salons and other businesses can demonstrate their services. Debbie went once and had a raffle for free styling, but she charged the patrons of the bridal show for raffle tickets. That was not acceptable to the owner of the bridal shop. Debbie is invited to another bridal show because of Tabatha. Tabatha said that it is all about hair.
Melissa, the receptionist, has a business degree and she would like the opportunity “to whip the salon into shape.” Tabatha feels that Debbie is passive aggressive. Debbie wants to blame the staff for everything and feels that she has been thrown under a bus.
Last fall, Debbie sent the entire staff to California and it cost her $15,000 which she is paying off each month. Tabatha has a giant shredder and she asks the staff to shred the coupons. The staff is happy that the coupons are on the floor shredded. Tabatha is pissed off that Debbie is resisting and calls Debbie, “a brick wall,”
The salon walls are now painted a gray green with white lattice accents. The front of the salon has a desk and the back of the salon has been changed into a manicure area. Tabatha has developed a policy manual and she gives it to Debbie. The Staff is dressed appropriately. Debbie still has fancy flip flops on. The staff is afraid that Debbie won’t change. Tabatha is frustrated with Debbie.
Debbie doesn’t care if the staff has hurt feelings. Tabatha wants the air to be cleaned and for everyone to work together. Debbie tells Tabatha that it will get better. Tabatha gives every one on the staff a three day training course at Vidal Sassoon and they are delighted. Debbie tells the staff that the receptionist will be given management duties. Tabatha returns the keys.
Six Weeks Checkup
The staff tells Tabatha that the clients like the renovations. Tabatha is talking to one stylist who practically ignores her because she is so intent on doing a good job on her client. Debbie and the assistant manager have created several manuals. Every Sat., the salon does the hair and makeup of a bridal party for the bridal shop across the street from the salon. Debbie looks happy and she has changed. The salon staff is grateful to Tabatha.
Thank you Quincy for another job well done!
Until Next Time….