In Chapter 4 of Your Salon Retail, Lisa tackles one of the biggest mistakes salon, spa, and clinic owners make when it comes to retail and team training: treating retail as an add-on instead of a core skill.

This chapter is all about starting where it actually counts.

Lisa breaks down why we’ve traditionally trained teams on technical skill first and left communication, consultation, and problem-solving until later — and how that single decision quietly sabotages retail results, team confidence, and client outcomes.

You’ll hear why:

• Great results require retail (drop the mic 🎤)
• Juniors should be taught how to think, not just assist
• Consultation and problem-solving must be embedded from day one
• Saying “no” to clients can be a powerful professional boundary
• Retail isn’t about selling — it’s about solving problems and telling the truth

Lisa also introduces her practical framework, “The Three Starts”, simple starter statements your team can begin using immediately to shift conversations from service-focused to solution-focused:

1. This is what I used on you today
2. What’s your biggest challenge with your hair or skin?
3. How has your hair or skin been since I last saw you?

If you want a team that can confidently engage clients, recommend solutions, build trust, and deliver consistent results — without you hovering -  this chapter is essential listening.

Because when your team can’t solve problems unassisted, you stay tied to the floor. And that’s not the business you set out to build. Listen in, take notes, and start where it actually counts.

If this chapter resonated, share it with your team or another salon owner who needs to hear it. And don’t forget to subscribe so you don’t miss the next chapter of Your Salon Retail.