Need advice..where did I go wrong?

[Curious]

Thanks guys for all of your help. It is really appreciated.

[houseoftan]

I would let the client get the deal(the salons fault )..smile & Not making empl. pay but wait a few feeks ..and just let employee go! my opinion either there is a special or its not.. the special was over!
i tell all my new empl. when training to never ever put me on the spot or in a situation like that..and never make the salon or us look bad. these discussions goes behind closed doors(like said above) :)

[eileen]

I wouldn't let the employee go, you have the perfect chance to correct this and make things right if the employee understands the new guidelines set.

[missmojorising]

before i start scrolling away from this point -- tell this hairdresser -- "Thanks For Playing -- now, take your two packet buying a$$ away." This must be said in a very pleasant tone, a smile in your voice and it must be a firm/final decision (disclaimer: this is NOT a script -- using a$$ ~even with dollar signs~ is probably not the best language to use but you get the point right?) I can't take people who use veiled and not so veiled threats -- **** 'em -- no one else should either.

[missmojorising]

Originally Posted by eileen

Besides why further humiliate this employee buy making them tell the customer they lied....ultimately because this customer was so over powering and rude that the employee was put in a situation he/she wasn't prepared to handle.

happened (imo) cause the employee was looking for sympathy cash from this client -- help me pay for my screw up was the motive -- i agree -- this should have never been taken up with this cheap a$$ client.

[sunsally]

Originally Posted by Curious

I want to keep our client. I know some of you won't understand that, but we have the reputation of being the friendliest and the most professional salon in town. I know that 1 person out 3300 is not much but to me that is one person too many. The only thing i can think of is let the 199 be 199 and figure out how to reprimand my employee.

I look at this a little differently than the others.........

You are a newer manager (long time here, but as you said, your first and only managerial experience and it has been self taught). So - you made some "errors in judgment" in this situation and are looking for help to avoid it going forward - not reprimands.

Your employee is (probably) a young person, in one of their earlier career experiences. They TRIED to do the right thing - call you, ask permission,... but they made an "error in judgment" when they couldn't "sell" your response to the client -- and put the client first.

As you said above - "I know that 1 person out of 3300 is not much but to me that is one person too many". Perhaps you have communicated this EXACT mindset to your employee - and that is why they did what they did. Not out of insubordination to what you TOLD them to do, but out of JUDGMENT of what they THOUGHT you would want when that didn't work with the customer being "satisfied".


This is a situation about firing, punishing, or anything else. It's done. Frankly - you were willing to sell that package at $199 a month ago, so we know it CAN be sold at that price and not cause global warming or typhoid or sudden death.

Therefore now this is about a teaching opportunity. About explaining to employees WHY you sometimes run the specials you do WHEN you do, about peak season pricing vs slow season, about dealing with difficult customers, about what you REALLY want the "bottom line" to be with your employees -- is it "the customer is ALWAYS right?", is it "Do what I say no matter what" or is it maybe something else.

Take the customer aside. Swallow your pride of having to deal with somewhat of a jerk customer and say "we do appreciate your business. That sale was not authorized, however what is done is done, and I hope you enjoy this "gift" from an employee who really tried to go the extra yard to meet your expectations. However, I hope you also understand, going forward, we will not be making other exceptions because my owner has rules that I need to adhere to as well". Smile big and genuinely when you finish - that should shut them up.

Take the employee aside. Explain to them that you appreciate the level of concern they clearly felt to try to make this customer happy and they clearly reflect your own values about customers. And then help give her examples of how you would have PREFERRED she dealt with the situation in the future. Explain that you didn't handle it well to make them go back to the customer and air it that way either. Work this into your training in the future - role play these exact type of scenarios because it won't be the last.


It's all about learning, growing and getting better. The $50 you "lost" in this sale will be more than returned to you through these discussions that make you a better manager and your employees stronger employees.

[eileen]

^ doesn't really seem any different to the majority of opinions posted. :)

it does bother me that it took 3 days of hiding this fact from the manager and he/she should stress this as well with the employee as another problem at hand, there should've been a note posted on the monitor or managers desk immediately IMO.

[missmojorising]

Take the customer aside. Swallow your pride of having to deal with somewhat of a jerk customer and say "we do appreciate your business. That sale was not authorized, however what is done is done, and I hope you enjoy this "gift" from an employee who really tried to go the extra yard to meet your expectations. However, I hope you also understand, going forward, we will not be making other exceptions because my owner has rules that I need to adhere to as well". Smile big and genuinely when you finish - that should shut them up.

You didn't even use the word a$$!! -- you are such a pro!

[sunsally]

Originally Posted by eileen

^ doesn't really seem any different to the majority of opinions posted. :)

I didn't tally them up - mea culpa if I offended anyone with my less than precise wording. Assume anything I write is "IMO" of course. :)

Thanks mojo - back at ya of course!

:)

[tanningchain]

Firstly: Do whatever it takes to make the customer happy!! (no this does not mean discounting prices...it means professional communications)
I just dont understand these people that say:::: My business, my rules = My bankruptcy!

I believe the true issue here is control. yopu did not have control over your employee when you stated the price, and you did not have control when you set the reprimand.... You must gain control. your words are fact and if they do not wanna follow your words then "goodbye"

also, eliminate the drama in your salon (this is not sunset beach)(or maybe it is??)

good luck