Episode 21: Boundaries - The Rise of Keyboard Courage

Keeping your cool in the age of keyboard courage

Total Duration:

Approximately 15 minutes

Detailed Conversational Outline with Time StampsIntroduction

• Welcome & Episode Hook:
• Hey everyone, welcome back to The Hair Hustle Podcast!  I’m Heather Podlesney, and today we’re diving into a topic that’s key for every salon owner and stylist—setting boundaries while still delivering exceptional customer service. Ever felt like you’re constantly bending over backwards for your clients? Let’s talk about how to change that!

• Overview & Tease:
• In today’s episode, we’re going to explore why boundaries are essential, how they can actually improve your client relationships, and I’ll share some proven scripts you can use in real-life scenarios.

Episode 11 is also a great resource for this!

The Importance of Boundaries

• Why Boundaries Matter:
• Setting boundaries isn’t just about saying ‘no’—it’s about protecting your time and energy so that you can deliver the best service possible. When you establish clear expectations, you create an environment where both you and your clients know what to expect.
• What I see:
• I remember a time when a last-minute cancellation left me scrambling. If I’d had a clear policy in place, the stress would have been much lower.
• Key Statistic:
• Studies show that salons with well-defined boundaries see up to a 30% reduction in appointment conflicts and improved client satisfaction.

Common Boundary Challenges in Salons

• Identifying the Challenges:
• Let’s talk about some real challenges—late cancellations, no-shows, and even clients expecting discounts at the last minute. These issues can drain your energy and hurt your bottom line.
• Example Scenario:
• Imagine a client calling 15 minutes before their appointment to cancel, or to explain they are going to be late, but they walk in with a fresh Starbies.   How do you handle that without compromising your values or service?
• Reflection:
• These challenges aren’t personal; they’re just part of running a busy salon. The trick is to set fair policies and communicate them clearly.
• Strategies for Setting Clear BoundariesEstablishing Clear Policies:
• Start by creating clear policies and posting them both in your salon and online. For example, a reminder like 'Cancellations require 24-hour notice' can save you a lot of hassle.
• Communicating Boundaries Effectively:
• The way you communicate is key. You might say, 'We understand emergencies happen, but to ensure every client receives our best service, we ask for a 24-hour notice for cancellations.' This approach is firm yet empathetic.
• Actionable Tip:
• Write down your key policies and practice explaining them until it feels natural. Confidence in your communication goes a long way.  When writing this, think of your top guests!

 How Boundaries Enhance Customer Service

• Positive Impact of Boundaries:
• Here’s the surprising part—when you set boundaries, your customer service actually improves. When clients know what to expect, they feel more secure and respected. Keep a few things in mind, you don’t know what you don’t know and one person's time is not more valuable than yours.  
• Relationship Business Focus:
• Remember, we’re in a relationship business. It’s about building trust and a lasting connection with your clients. Unlike some of the negative trends we see on social media, where businesses might make guests feel guilty or shamed, our approach is about respect and support. Boundaries help both you and your client thrive without any of that negativity.
• Real-Life Example:
• For instance, a salon that clearly communicated its cancellation policy not only saw fewer no-shows but also had clients who appreciated the transparency—it set the stage for honest, positive interactions.
• Encouragement:
• Think of boundaries as a way to create a healthy, professional relationship. When clients understand and respect your policies, they’re more likely to value the service and the overall experience you provide.
• Practical Examples & ScriptsScript for Late Cancellations:
• For example, try saying: 'I understand that plans change, but we do require a 24-hour notice to secure your appointment. Let’s find a time that works for you.' Notice how this script is empathetic yet clear.
• Script for Handling Discount Requests:
• Another script could be: 'I appreciate your loyalty, and while I can’t offer a discount today because of our policy, I’d love to share some upcoming promotions that might interest you.
• Role-Playing Tip:
• Practice these scripts with your team. Role-playing can help ensure that everyone delivers the message consistently and confidently.

Interactive Q&A & Listener Scenarios

• Audience Engagement:
• I’d love to hear from you—what’s the most challenging boundary issue you’ve faced in your salon? Send me your stories on social media or email, and I might feature your scenario in a future episode.

Conclusion & Call-to-Action

• Recap Key Points:
• In summary, setting boundaries is not about being harsh—it's about fostering a respectful, transparent relationship with your clients. Clear policies and empathetic communication help everyone know what to expect, leading to better service and happier clients.

• Closing Remarks:
• Thanks for tuning in today. I hope you feel empowered to set boundaries that not only protect your time but also enhance your relationships with your clients. Until next time, take care and go make some great hair happen`