PLUSH HAIRDRESSING - A 25 YEAR BUSINESS RESTROSPECTIVE

by Kathleen Lindsay, Owner & Founder

We’re all just trying to get it right. But what’s right? I see more than ever loads of messages and posts written anonymously on industry groups and I can only guess that the mask is through fear of someone being identified, labelled and judged, encouraging shame.

How disappointing that it’s come to that. We have these groups to support each other and that should be a place that’s safe and secure. I used to be frightened of people knowing my struggles and weaknesses too; self-managed mess hoping someone would give me a sticker of achievement, something you could hold onto that you’d made it this far and a guarantee I’d make it through.

Here’s a little snippet of what 25years of challenges, trials and tribulations has looked like for Plush Hairdressing, and for me.

What’s worked well is being clear about our business standard. Its something I focussed on from the very beginning, and continues to be the reason for our progression. It’s also been the justification of so many past employees’ reasoning to leave.

“Your expectations are too high” - some will rise to the occasion, be excited and motivated, and others will step away.

I have learnt that you build a high-performance culture by raising the bar and expecting more. What I have tolerated, accepted and ignored isn’t a staffing issue it’s a leadership problem. ME. Each time this has happened over the years, I have had to refocus, lift and rejuvenate the vision and standard. Sounds so simple – it wasn’t. It’s all very clear to me now though it took all of those 25years for the penny to drop.

Some of you reading this may also know the impact of mental health on top of processing one’s challenges at hand. For me it was a dark mess of emotion when someone threatened, bent and gaslit my values. I would fall in a heap. Try to understand why. Cut off communication. Cry in despair, broken and so desperately scrambling to find the power and strength to get back up. I realise now, they where all lessons and tests - how valuable are the standards you place on yourself and your business? For me, they are make or break.

We’re all just trying to get it right. But what’s right? I see more than ever loads of messages and posts written anonymously on industry groups and I can only guess that the mask is through fear of someone being identified, labelled and judged, encouraging shame.

“A strong culture isn’t built on comfort, it’s built on clarity, accountability and expectations. Stop trying to motivate underperformance; set the standard and hold it. Great teams don’t need cheerleaders they need clarity and consequences.”Jack Delosa

What hasn’t worked well but was one of my biggest lessons, has been me thinking I could run a business based on my skill alone. I could not, and almost failed in the early days. Structured systems and a team of professional people both inside and outside the salon space was and is paramount. Aligning these people with your expectations, values and goals is the only way forward.

Overcoming challenges

The emotional ones are always the toughest, right? When the challenge is skill we learn, focus and do. When the challenge is a crazy busy day back-to-back, full team, a little stress/tension here and there - that comes back to the leader. Our space wraps around a courtyard and is split zones. We all have earpieces to speak to each other. A coffee or cocktail request. A colour mix check. A time or level check. Treatment remedy, reminder that someone in the space has a birthday…you get the picture. This system gives us clarity and also gives the director/leader a chance to balance any heated moments and or find/give a solution.

The challenges that have hit the hardest are when staff have come to the end of their time within the salon. I never understood the need for some to place themselves as the victim and their own story leaving me with a WTF just happened zone of disbelief. Or the ones that tell mum and dad how much of a bully you are, yet come to work daily crying over her parents requests for responsibility and needing a cuddle and pep talk to start the day.

My favourite, the good ole ‘I hope we can stay friends’ then all you hear for months is the lies of what never happened and trust me, we are not friends. However, I’m grateful now for each and every one of them.

They all taught me to be better as a leader, to want to raise the bar some tried to pull down, to hold my head up high when they thought they had broken me with words. To lead my now incredible team with an open mind for all to achieve great things. The haters hate but they still watch your every move. Keep watching, I say. We will still be achieving and inspiring each other and the clients we take care of.

Teamwork

Training has always been a priority for me and the people we employ though I don’t focus on traditional ways and sequence. I have learnt that the best way for growth and knowledge is learn it emotionally and if possible, through our senses. How a product feels first then the acknowledgement of what that does. What are the key ingredients that are helping you achieve a solution? For Skill, the repetition of watching, then clear instruction and direction to take what’s been downloaded visually into action. We involve our team in everything so that they are learning life skills as well as technical skill. It never feels clunky or boring, and when it does present in this way, we know it’s time to reset the delivery.

Curating a dedicated & loyal clientele

Our work is well thought through. We know and understand our product; not ‘think’ we know. We have a clear focus on our communication with our clientele outside the salon visit, and we commit to the value of what is requested - or maybe of concern - in between appointments. Plush is welcoming. It’s a place not a salon, and it has a beautiful soul. It’s ever evolving and progressive. Our customers are welcomed like family, and they come back because of the way we make them feel.

There are also moments when our clients time with us has run its course. Like any human, there are relationships that develop and grow stronger and of course there are ones that dwindle. As a stylist you can get caught up trying to work out why, beating yourself up over how you could have done things differently.

What I have learnt is that often it has nothing to do with you. Just time for a change and to be frank, often the feeling is mutual. What I do know though, that it’s when the demand begins to fade, that the problem is beyond the simplicity of a client or two needing a change, that’s a red light for reset.

The Last Bit…

You know, I admire what some of this industry do and achieve and I honestly despise a handful too; I think we are all a little that way inclined. What I love about hairdressing is the incredible and privileged position we are in to take care of our clients. To make them feel good about themselves. Not sure why we don’t do that for each other more often.

The Next chapter for us is, and will be, the best of them all. Being able to function without fear, to be able to help and create without the worry of the unknown or what I thought and did think I couldn’t achieve. We have attracted the energy of people that inspire each other and match our love for life so with that to celebrate there will only be smiles and great moments to be had. Plush has a new partner - one of our first apprentices, Ariane - 20 years in the making! We are both very much leaning into the shared imagination for the future.

The business has a clear vision of who we want to be. Specialists. We custom cut and colour; that is about all the wants, requests, and solutions our clients ask for. We now focus on Hair and Scalp analogy, providing detailed understanding, clear prescriptions and a solution to a problem that otherwise is left to the supermarket shelves to fix. We explain and advise our clients of what is required to maintain scalp and hair health in a holistic way. We understand and make clear what their future appointments and support might look like, so our customers have clarity and a plan. We offer an open line of communication beyond the salon time.

Most of all, our future is all about being open, supportive, professional. We will keep on pushing for better and we will take all the opportunities placed before us.

Officially made it through the other side like a 25-year-long marathon!

www.plushhairdressing.com.au @plushhairdressing

Kathleen Lindsay, Owner & Founder