SPECIAL GUEST Ira Pope Sage On Becoming A Hairdresser, Educator, Navigating Fears and Healthy Mindsets

In this episode, Nina sits down with long-time friend and award-winning hairdresser Ira Pope Sage. They talk about everything, from how Ira became a hairdresser, to his first years as an educator, to navigating his fears and helping others navigate theirs as an educator, to what creates an awesome salon or education experience, to the daily rituals that help Ira stay healthy, grounded and strong. This is a must-listen episode for everyone in the salon industry, there are so many gems Ira shared to help you. You can find Ira and his tour dates on the socials here, and find Passion Squared on the socials here. Thank you Ira for being our special guest, we LOVE you! And thank YOU for listening! 

 

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Your experience matters. We would be so grateful if you shared your experience with our podcast by leaving a review wherever you enjoy your podcasts. It matters to us, and so do you. Thank you- Nina

Salon Client Education, Haircare Myths and Lifetime Client Value

In this episode, Nina dives deeper into a post shared last week on the Passion Squared socials that spoke to the Stanley cup memes and folks comparing them to investing in professional salon products. The memes were funny and also created an opportunity to talk about brand value and lifetime client value. The deeper dive in this episode is about understanding the connection between educating your salon clients, and how that can translate into lifetime client value; the amount of joy, happiness, referrals, and revenue your clients bring you over the lifetime of your relationship. Nina shares some perspective and insight from a comment on that post, challenging the idea of recommending ‘non-professional’ product alternatives to clients who do not have the budget for professional products. The truth is, the actual value and differentiation of professional home care products come from you, the pro, the expert behind the bottle, and not always from what’s inside the bottle. Please listen to this with an open heart and mind. And if you have questions, I’d love to hear from you. You can find the original post here, and find us on the socials here and here. Thank you for listening! 

 

 

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Your experience matters. We would be so grateful if you shared your experience with our podcast by leaving a review wherever you enjoy your podcasts. It matters to us, and so do you. Thank you- Nina

2024: The Year of Perspective for The Salon Industry

In this episode, Nina proclaims 2024 to be the year of perspective for the salon industry. One viral TiKTok or some comments from random strangers on the Internet is not fact, or truth. The algorithms are designed to feed off our enragement and discourse. Because of that, we are collectively losing perspective around how different salon businesses and models work, how salons make decisions aligned with their brands, and how salons grow. Whether it be overcorrecting and confusing healthy boundaries and walls, connecting the prices you charge and client feedback with your personal worth, tossing out the fundamentals of client retention and happiness, deciding salon business ownership wasn’t for you, having the best year ever, or the worst, we talk about it all to help you regain and retain perspective to have a more awesome, authentic and aligned with your brand year. You can find Passion Squared on the socials here and here. You can learn more about Creating Your Awesome Salon Brand here. Thank you so much for listening. Cheering you on, every day, always! 

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Your experience matters. We would be so grateful if you shared your experience with our podcast by leaving a review wherever you enjoy your podcasts. It matters to us, and so do you. Thank you- Nina

Salon Client Cancellations And Your Salon Brand Promise

Trust is built on promises kept

Tis the damn season for being exhausted and also frustrated by clients canceling their salon appointments, however, this lesson is evergreen, as it has to do with your salon brand promises, clear and simple Salon Business Agreements (salon policies), healthy boundaries (not walls!) and lifetime client value.

First, let’s talk about your brand promise. Your salon brand promise is the experience you create, the expectations you set, and how you want your clients to feel, all moving towards building trust with your clients through consistency in delivering on your promise which leads to building a healthy salon brand.

Next, let’s talk about Salon Business Agreements. The truth is, many of the Agreements I’ve seen over that last decade, have either not been clear, simple, or easy to find, or aligned with the salon brand promise. This is why we created an Awesome Salon Client Agreements template several years back for our clients which can also be found in the Creating Your Awesome Brand, a complete course for beauty professionals. And it’s important to note, the reason we use the word Salon Agreement and not Salon Policies, is that Agreement indicates shared responsibility, and policy is almost always one-sided.

Now let’s talk healthy boundaries. This is a big part of the overcorrection I’ve seen in the last few years in the salon industry, and it is not anything I would ever recommend to our clients. The confusion seems to be understanding what healthy boundaries are and aren’t. Healthy boundaries are not walls, they are flexible and permeable, they create clarity, and connection, where walls drive disconnection.

The reason this is important is because you are dealing with human beings, who are imperfect, and there will inevitably be a time when someone messes up. If this salon client has been coming to you for years and has a high lifetime client value meaning how much revenue, referrals, and joy they bring you over the lifetime of your relationship with them, then you may think twice before charging them for a missed appointment when they had a sudden medical emergency. This doesn’t mean to don’t hold up your Agreements, it means you understand that there will be cases when you will make decisions that are most aligned with your salon brand long term.

Here are some things to consider when you are making decisions about ‘enforcing’ your Salon Agreements (salon policies)
1. Consider lifetime client value meaning how many referrals this client has sent you, how much joy they bring you, how much revenue they’ve brought to your salon, and the outcome you are seeking such as retaining the client or letting them go

2. Consider clients cannot predict when they get sick or have an emergency

3. Consider your clients may be tight on money atm and feel embarrassment and shame and don’t want you to know

4. Maybe your system for clients reading and opting into your Agreements needs improvement

5. Maybe there was a glitch in your confirmation and reminder system

6. Appointment based businesses are always going to have cancellations, including salons. A few are to be expected, a little more if it’s sick season, and if you are getting more than the norm, it’s almost always a system failure, not a people failure.


Here are some examples of Conversation Frameworks that can help you navigate the inevitable salon client late cancellation or missed appointment and make the best decision in alignment with your salon brand.




When you begin to move away from black-and-white thinking and adjust your expectations of how you wished it was to what it actually is, you’ll save a ton of time, energy, and resentment around inevitable salon client cancellations.

This is just one of many tools and strategies inside the Creating Your Awesome Brand, a complete course for beauty professionals. Because when you have clarity around your salon brand, you have a strong foundation to make more aligned decisions, save a ton of time, money, and energy, and feel more confidence, courage, and joy. Click here to learn more.

Much love, in service to you-

Nina

Going To A Salon Isn’t A Luxury, Going To A Luxury Salon Is A Luxury

Your experience is your brand

In the awesome landscape of the beauty industry, you don’t just provide a service; you create an experience.

Understanding your brand story, and market position, helps you create experiences that are aligned with your brand, business model, objectives, and desired outcomes. Your brand story is the foundation from which you make all of your decisions for your salon, and clarity is the first step to simplifying your decision-making so you have more time for joy!

There are many different brand positions – from bougie luxury to the accessibility of value brands. Understanding where your salon fits into this spectrum is essential to help you create your brand story. Understanding your salon’s story, business model, and market position isn’t merely a strategic exercise; it’s the essence of creating an authentic connection with your clients, teams, and tenants (renters).

Your brand story isn’t just about the services you offer; it’s about the problems you solve and the emotions, values, and experiences you evoke. It’s the thread that weaves through every cut, every color, and every client interaction. Aligning your marketing with this narrative is the key to resonating with your target audience or what we call ‘brand people’. This alignment goes beyond aesthetics or your brand identity; it’s a strategic choice that extends to how you price your services and products. By understanding this intricate web, you’ll gain clarity, allowing you to make informed and aligned decisions and navigate building and growing your salon brand with purpose.

It’s super important to dispel the misconception that all salons are synonymous with luxury. The beauty industry caters to a diverse clientele with varied preferences and budgets which is awesome. Whether you’re a luxury salon offering high-value pampering or a value brand creating accessibility, each has its place and purpose. Your salon brand is a reflection of your values and the experiences you deliver, creating a space where individuals, regardless of budget constraints, can indulge in feeling and looking more beautiful.

This is just one of many tools and strategies inside the Creating Your Awesome Brand, a complete course for beauty professionals. Because when you have clarity around your brand, you have a strong foundation to make more aligned decisions, save a ton of time, money, and energy, and feel more confidence, courage, and joy. Click here to learn more.

Much love, in service to you-

Nina