1. Treat your nail department as you would any other area of your salon: seek to motivate the staff to increase their money, work smarter instead of harder, and build a long-lasting career
2. Owners should familiarize themselves with the strengths, weaknesses and needs of the nail department and get involved!
3. Look at the big picture: see how the nail department fits within the salon as a whole and understand its importance within the business. Determine how much money the nail department can generate and how to increase profit
4. Build a consistent manicure, pedicure and add-on menu so that all the staff is on the same page. Break down each service to become more effective and efficient
5. Learn the inventory of professional and retail products in order to increase both service times and service quality
6. Use hands-on training, and have your staff practice new techniques to get a clear understanding of the process, and how and why things are done in a specific way
7. Emphasize the importance of recommending packages to guests and how it will effect guest retention and level chart goals
8. Initiate a Nail Associate Program to retain senior nail techs, increase income and avoid burnout
9. Establish standard verbiage and written templates to help staff feel more comfortable with a proper greeting, consultation, referrals, and missed-guest letters
10. Do not neglect the end of the service; always pre-book and follow up with thank you notes
11. Schedule a nail department visit with KRS Consultant Jill Wilson for a fun, education-based, hands-on event to increase profit

S U M M I T   S A L O N   P R O F I L E
Calvetti & Company; Vero Beach, Florida

Eric and Tami Johnson have been in the beauty industry for fourteen years, nine of them in their current location in Vero Beach, FL. Although Eric and Tami described their salon, Calvetti & Company, as one with a solid culture and typically good morale, they often experienced so-called “key frustrations,” which tended to lower spirits and cause temporary divisions in the staff.

Most of these “key frustrations” were due to the fact that the salon was operating to the very limits of its capacity. Tami was the only educator; all the other service providers were put on the floor right after hiring, and immediately booked. The salon had a perpetual waiting list of 100-plus guests wanting appointments. Because of the waiting-list situation, the service providers were unable to accommodate new referrals.

The owners felt proud of the salon’s popularity, but there was never enough time to get everything done. They were often overwhelmed and had no idea where to begin. Despite an innate confidence and competence, they had hit their limit as leaders. They had no resources to grow new people, and the veteran service providers at the salon were maxed out and beginning to plateau. Since the salon was heavy in veteran staff and low on new people, the veterans were double-booking and at 110% productivity, working extra hours with no additional time to spare.

Mother Nature turned out to be one of the “key frustrations” for Calvetti & Company as well. Florida has been besieged with hurricanes in the past several years, and twice they prevented Eric and Tami from getting to The Summit. In October 2004, Hurricane Jeanne hit Vero Beach hard, and forced the salon to close for one month. The salon lost $100,000 in business revenue and suffered $80,000 in hurricane damages. Business interruption insurance only covered $8,000 of the lost revenue and $69,000 of the damages. The salon made sure that all employees received a paycheck during the closure and that those employees who helped with the clean up received additional compensation. Nonetheless, with the salon already at its limit with its guest count, leadership and growth, such setbacks were devastating.

Finally, Tami and Eric came to terms with the fact that they could not keep up their rapid pace of growth as the salon started to flat-line. They, as well as their service providers, were maxed out. They had heard about The Summit from the Regional Sales Manager of Independent Salon Resources. Although weather disasters had forced them to cancel their attendance twice, they finally made it to The Summit in February 2006, and from there, they never looked back.

Eric and Tami embraced The Summit wholeheartedly, and contracted KRS Consultant Trista Clemens for monthly visits and support. They implemented all of the systems immediately in their entirety, to see what results they could achieve. They decided to do it all the way rather than cherry-pick whatever seemed the most appealing, even though there were some things that they weren’t quite sure about. They chose to adopt blind faith in KRS and The Summit systems, figuring that it was the way it had to be. And although they admit it wasn’t always easy, in hindsight they realize that it was the right attitude.

The initiative that struck them the most during The Summit itself was the exit strategy. Suddenly, it hit them: if this is as good as it’s going to get, should they get out on top? Two years ago they had been considering the next chapter in their life, and yet, the idea of selling their business to a stranger and walking away didn’t sit right. When they learned about the exit strategy, and the concept of passing the salon onto the people that meant the most to them, they knew they had found what they were looking for.

Things at Calvetti & Company shifted for the better in many striking ways. Although the salon had always enjoyed a strong team and culture, they are now stronger and more unified than ever. The front desk works more closely with the service providers, and each department works together towards common goals. Teamwork has reached a new level, and teammates even give each other retail sales to help them reach their individual goals.

As an owner, Eric now feels more focused in his role and increasingly confident in his abilities. Both Tami and Eric have a greater respect for their staff, especially in light of all the changes they have gone through. Calvetti & Company was lucky not to lose a single employee during the transition period; in fact, many of the service providers stepped up to take on new roles and responsibilities. Because of The Summit Systems, the entire staff now has a new awareness of their potential to grow and become a leader within Calvetti & Company.

The salon’s clients now have more choices than they did in the past, with newly consistent retail and service promotions, including packages of services with discounts and complimentary services when time allows (such as makeup touch-ups, chair massage, and face mapping). The team does a thorough job of cross-promoting all departments and making the guest aware of the available services. Although Calvetti & Company has always been loyal to its Redken Sales Distributor, as a Summit Salon, Tami and Eric have noticed a distinct improvement in benefits and support.

When asked to name three Summit Systems that had the most impact on Calvetti & Company, the owners cite the Associate Program, Tracking (Level System Goals), and One-on-Ones.

The Associate Program has created a new element of pride and a heightened sense of responsibility in the staff. When someone achieves educator level and status, it demonstrates the company’s trust in their abilities. Being able to develop the lower-level service providers drastically improved the company’s growth, which was top-heavy with veteran employees. The whole team began to perceive themselves differently and more positively.

Tracking level system goals provided a central focus on retail, and creating $1000, $1500, and $2000 retail clubs has made a substantial difference. Retail-per-guest goals have increased the salon’s retail sales by 58%! In addition, the salon can now boast 425 new referrals in one year as opposed to 330 in the previous year.

Monthly one-on-ones provide much-needed structure for individual attention. The owners now make time to meet with each person consistently, on a regular basis, to sit down and talk about their business. There have been major transformations in service providers due to the monthly coaching. For those who have invested in the program, they have seen a substantial return on their investment.

When KRS Consultant Trista Clemens first sat down with each service provider, she asked them how they felt about Tami and Eric. They said that they saw the as inspirational leaders, and that they loved and respected both personally and professionally. A great start! After The Summit experience and working with KRS consultants on a monthly basis, the employees noticed that the focus of the owners is even more on developing the team, creating an atmosphere of unity and accountability. They saw that the salon has developed higher standards, and as the vision of the future was put into play, the higher standards became clearer. The team now feels that they have been granted an even greater opportunity to succeed than ever before!

One area of explosive growth after The Summit was somewhat unexpected: the nail department. The KRS nail department consultant, Jill Wilson, worked with Calvetti & Company to achieve extraordinary results. They successfully implemented a nail department Associate Program and the first associate has completed her training. All four of the salon’s nail techs hit the $1000 club in December. They have increased their package sales, retail sales, and add-on sales. What’s more, they’ve improved their service times and are adding more space and additional pedicure thrones to accommodate their growth!

Eric and Tami do not hesitate to recommend The Summit to others. “Go with an open mind,” they urge, “and understand that what KRS does is cutting edge in the industry – but it is not new to them, as they have been doing it for 15-plus years.” Eric and Tami adopted this new way of thinking to their benefit and are eager to convey the opportunity to others, adding that “the sum of Michael Cole plus Randy and Sharon Kunkel is much greater than its parts; the combination of the three of them together is incredibly powerful!”

Calvetti & Company has demonstrated unshakable faith, determination, and sheer good will in their efforts to transform the course of their salon. Their hard work has clearly paid off and continues to do so each day! On behalf of everyone at Salon Development, KRS Consulting, The Summit and Redken 5th Ave, huge congratulations and felicitations to Calvetti & Company! Keep up the amazing work!

CLICK HERE
FOR THE
SUMMIT
PROFILE
INDEX

EDUCATOR
TESTIMONIALS

Emily Stone is a single mother and one of the first employees at Calvetti & Company. She has been with the salon for fourteen years and is now a stylist, educator and stockholder. She has increased $21,000 in services and $7,100 in retail in just one year working with an associate. At age 32, she is truly a success story!

Emily says: “After working in the same salon for 14 years, I as beginning to feel like I’d maxed out my potential behind the chair. With The Summit systems, I realized that there were many more levels for me to achieve both personally and professionally. I love teaching and seeing an associate become successful and confident. As a stockholder and an educator, it’s a wonderful feeling to take part in molding the future of Calvetti & Company!”

Bart Clifton, and employee at the salon for six years, has been doing hair for five years. He started while still in school and worked as an assistant with Tami. He has increased his services by 8% and his retail sales by a stunning 83%. He’s sold as much retail as $3,900 in a single month and regularly averages $2,500 per month!

According to Bart, “I have never felt secure and always doubted my level of talent, being more aware of what I wasn’t good at rather than what I was good at. I applaud The Summit because it acknowledges the power of validation. The Summit’s approach is objective and non-judgmental; allowing me to lighten up, turn my doubt into awareness, mistakes and fears into art. I have yet to find a more user-friendly way of educating!

Educator and Stockholder Traci Claycomb joined the team four years ago. She is up 22% in services and 78% in retail sales working with an associate.

“Being promoted to educator and working with an associate has been an incredible experience,” reports Traci. “Watching the associate grow gives me a great sense of pride and accomplishment. The Summit system for tracking and goal setting has shown me that I am in control of my career. I have learned that I can make more money than ever by working smarter, not harder. I no longer live from paycheck to paycheck – I even contribute to my 401K fund every month! The greatest impact has been the opportunity to become a stockholder in our company. There is no question that by utilizing The Summit Systems in our salon, my future and the future of Calvetti and Company are secure!”

Shannon is an educator in the nail department and she has been with Calvetti & Company for 4 years. Her service revenue is up by 12% and her retail sales have increased by a whopping 157%! Shannon is also the first educator to have an associate graduate. Her first associate is now a Level One service provider!

Copyright © 2010 Salon Development Corporation. 1381 Summit Ave., St. Paul, MN 55105. 1-800-334-7198. All rights reserved.
No part of this website may be reproduced in any form without the express written permission of Salon Development Corporation.