Nailpro - March/April 2020 - 42

THE CONFLICT:

Front Desk
Miscommunication

When nail artists upsold add-ons to heighten their clients'
experience at Frenchies Modern Nail Care, management
discovered the front desk had neglected to include these
additions on the service ticket during checkout. After
talking with both teams to establish where the breakdown
occurred, management worked immediately to patch
the holes. "We established specific protocols for each
department so that they had clarity around the process
and there wasn't room for miscommunication in the future,"
says studio manager Desiree Abhiram.
DEFINITELY DON'T ... Point fingers. Instead, encourage
growth between teams and make the situation into a
learning opportunity. "I'm a firm believer that sometimes
things need to fall apart a little to be able to grow and
become better," admits Abhiram. "Though this was a bit of
a rough patch, there was growth that has emerged in our
workplace processes and with relationships between team
members. It was also a great time to see leadership skills
emerge and take hold with some of our team members.
They used this opportunity to help define who they wish to
be and what roles they wish to hold moving forward."bb

THE CONFLICT:

Habitual Tardiness

Repeated lateness-and the excuses that follow-not only
signals a lack of respect for management, but also an
unwillingness to adhere to rules and support a team. The
first step is making sure you actually have rules in place
regarding tardiness-whether in an employee handbook or
verbally delivered-and that you consistently enforce them.
Then, privately ask the employee point blank why she's late
so you can understand the motivation behind her actions
(i.e., scheduling issues, disengagement, overworked, etc.).
"Talk to her as a human first and as a manager second,"
Hatler advises. "Find out why this behavior is happening,
and see if you can find a solution.bI always like to ask the
employee how she plans to resolve the issue, let her come
up with the solution and then see if we can agree to it."
To ensure that she sticks to the agreed-upon plan, Hatler
likes to remind the employee of the rules. "Warn her of the
consequences and hold her accountable," she says.
DEFINITELY DON'T ... Ignore the situation. "A consistently
late employee is going to drag the team down. Others will
eventually start to think, 'Why should I bother being on
time?'" warns Hatler. "If the problem goes unaddressed, it
can start the path to a toxic team environment."

THE CONFLICT:

The Sneaky Client

No salon is immune to dissatisfied clients. But when they
spread their dissatisfaction, the internal and external
damage to your business can take time to repair-unless

42 | NAILPRO

you address the issue quickly and head on. When a
client felt a service wasn't up to par at La Bella Salon in
Glastonbury, Connecticut, rather than tell the stylist, the
client expressed her concerns with another stylist. "The
initial stylist felt like her client was talking behind her
back; she was very upset for days over this," remembers
co-owner and veteran nail tech Somer Adams. Luckily,
La Bella Salon fosters an open line of communication
for staff; employees attend bimonthly meetings as well
as monthly one-on-one meetings with management.
"Once everybody sat down and talked about what really
happened and what was really said, it was all just a big
misunderstanding," she says. "In the end, they worked
together to take care of the client and she was thrilled with
the results."
DEFINITELY DON'T ... Let too much time pass. "Moving
forward, we all agreed to directly and immediately address
the issue with a manager and, when possible, all involved
in the issue, so that nothing gets lost in translation and
worsens over time," Adams says.

THE CONFLICT:

The Disengaged Employee

When Santa Barbara, California-based Estetica Mia
owner Claudia Cordova Rucker noticed a staff member
struggling, she utilized a collaborative communication
(CC) model in which compassion and empathy improve
interpersonal connections. "[Because of my CC training],
I knew intuitively that she wanted to leave her job, but
she wasn't able to talk about it. It was clear to me that her
heart wasn't in the salon, just her body," she says.bAs the
two talked in depth, the staff member discovered that
she craved an entirely different career path-and Cordova
Rucker lent a supportive ear. "We then orchestrated one
of the most beautiful exit transitions I've ever seen; she
showed up with even more integrity than before, and
she diligently trained her replacement," reports Cordova
Rucker, adding that she used her community connections
to help place the employee in a new job that better
aligned with her passions. Six months on, Cordova Rucker
found the past staffer thriving in her new role-a win-win for
both parties.
DEFINITELY DON'T ... Turn a blind eye. For Cordova
Rucker, practicing empathy and having a sustained
curiosity about your employees are integral to their
happiness and your success. In other words, you need to
be engaged, too. "The most important part about being
successful in conflict resolution is not being too busy;
this way we're able to connect quickly with the team
member who's struggling," she says, adding, "I would say
this is the most important daily task that you have as a
manager or owner. It's our responsibility to see the funk,
address it quickly, follow up to check for understanding
and then check in again after a couple of days." NP
Karie L. Frost is a freelance writer and editor based in Connecticut.

MARCH/APRIL 2020

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2/17/20 11:21 AM



Nailpro - March/April 2020

Table of Contents for the Digital Edition of Nailpro - March/April 2020

Contents
Nailpro - March/April 2020 - Intro
Nailpro - March/April 2020 - Cover1
Nailpro - March/April 2020 - Cover2
Nailpro - March/April 2020 - 1
Nailpro - March/April 2020 - 2
Nailpro - March/April 2020 - 3
Nailpro - March/April 2020 - 4
Nailpro - March/April 2020 - 5
Nailpro - March/April 2020 - 6
Nailpro - March/April 2020 - 7
Nailpro - March/April 2020 - 8
Nailpro - March/April 2020 - 9
Nailpro - March/April 2020 - Contents
Nailpro - March/April 2020 - 11
Nailpro - March/April 2020 - 12
Nailpro - March/April 2020 - 13
Nailpro - March/April 2020 - 14
Nailpro - March/April 2020 - 15
Nailpro - March/April 2020 - 16
Nailpro - March/April 2020 - 17
Nailpro - March/April 2020 - 18
Nailpro - March/April 2020 - 19
Nailpro - March/April 2020 - 20
Nailpro - March/April 2020 - 21
Nailpro - March/April 2020 - 22
Nailpro - March/April 2020 - 23
Nailpro - March/April 2020 - 24
Nailpro - March/April 2020 - 25
Nailpro - March/April 2020 - 26
Nailpro - March/April 2020 - 27
Nailpro - March/April 2020 - 28
Nailpro - March/April 2020 - 29
Nailpro - March/April 2020 - 30
Nailpro - March/April 2020 - 31
Nailpro - March/April 2020 - 32
Nailpro - March/April 2020 - 33
Nailpro - March/April 2020 - 34
Nailpro - March/April 2020 - 35
Nailpro - March/April 2020 - 36
Nailpro - March/April 2020 - 37
Nailpro - March/April 2020 - 38
Nailpro - March/April 2020 - 39
Nailpro - March/April 2020 - 40
Nailpro - March/April 2020 - 41
Nailpro - March/April 2020 - 42
Nailpro - March/April 2020 - 43
Nailpro - March/April 2020 - 44
Nailpro - March/April 2020 - 45
Nailpro - March/April 2020 - 46
Nailpro - March/April 2020 - 47
Nailpro - March/April 2020 - 48
Nailpro - March/April 2020 - 49
Nailpro - March/April 2020 - 50
Nailpro - March/April 2020 - 51
Nailpro - March/April 2020 - 52
Nailpro - March/April 2020 - 53
Nailpro - March/April 2020 - 54
Nailpro - March/April 2020 - 55
Nailpro - March/April 2020 - 56
Nailpro - March/April 2020 - 57
Nailpro - March/April 2020 - 58
Nailpro - March/April 2020 - 59
Nailpro - March/April 2020 - 60
Nailpro - March/April 2020 - 61
Nailpro - March/April 2020 - 62
Nailpro - March/April 2020 - 63
Nailpro - March/April 2020 - 64
Nailpro - March/April 2020 - Cover3
Nailpro - March/April 2020 - Cover4
Nailpro - March/April 2020 - GELISH
Nailpro - March/April 2020 - MT
Nailpro - March/April 2020 - MT1
Nailpro - March/April 2020 - MT2
Nailpro - March/April 2020 - MT4
Nailpro - March/April 2020 - MT5
Nailpro - March/April 2020 - MT6
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