Surviving through a Pandemic

November 15, 2021

Surviving a Pandemic!

I used to think business was complex, and often when I approached challenges in my salon & spa, as tricky as they were, I felt empowered. That feeling of empowerment is a bit like an entrepreneurial spirit; it is about risk, it is about a belief that one can do anything when one sets their mind to it, and it is also about fear. For some, fear is a driver, a determination to 'understand' the situation and figure out how to overcome it. Innately I face fear as the belief I can overcome with thought, watching, asking questions and some reasonable old fashion risk! 

Question - What were the biggest challenges that you faced during the pandemic?

Answer: When the pandemic made its way across the country (the world), I didn't take it too seriously at first. It may have been because I had not lived or known much about what a pandemic was. I thought someone else would figure it out, and a magical cure would wipe out what was about to be the most challenging time in our lives. I believe it was a Wednesday afternoon, and the clients and staff were talking about the Provincial Government shutting down the province for at least two weeks. Then it happened; the team left as soon as they could their clients. I worked until the end of the day, and then as I turned the lights out, I locked the door and thought about how we were going to make up the mandated closure and pay our bills! Not knowing was the biggest challenge; fear set in, and looking for support, in many ways, began to see, I wasn't alone. I had no idea our salon would be closed for 12 weeks! It was time to do "my best"! We immediately took care of our staff. Employment records were completed and sent to the team so they could apply for assistance. Communicating with the staff and doing our best to find answers to the questions they (and myself) were asking was a challenge. My leadership skills were on full display, and my judgement on everything I said or did weigh on me. 

Question - What changes did you make to the way you do business?

Answer: The changes made in my business are ongoing. We suffered a loss of 5 staff shortly after reopening in 2020. The 12+ weeks of lockdown was a time of uncertainty, and one thing was sure, we could no longer run our business the way we did over the last ten years. After being in business for 30+ years, a kind of complacency sets in, and it was easier to complain than to retrain. By the time September 2020 arrived, government support was mainly in place. We knew every dollar that came in from clients to wage subsidies and government grants were essential dollars—reviewing our policies and a return to work contract needed to be in place. With the help of SNAP, Jocelyn was there. Better control over spending and costs is more scrutinized now than at any other time in my years as a business owner.

Question - How did you keep your staff engaged during this pandemic?

 Answer: The staff that remained after the initial change was so significant on many levels. For the company, for the customers that continued to support us, for the new customers that sought a difference in a new salon/spa to the emotional support the staff gave me was greatly appreciated. We added staff to replace ones we lost, some of the new team worked out, and others did not. There was a lot to do during the early stages of reopening, and the staff stepped up. They helped in training, mentoring, supporting each other. Learning new protocols, adding new services, education, and rebranding our social media and marketing took on a new life. They were engaged, and we all recognized there was still much to do.

During the pandemic, zoom calls, group texting and finding ways to communicate with our customers required everyone's ideas and support. This pandemic is not over. As a small business owner, being engaged and being informed has never been more critical. I am learning to allow the staff to take on more responsibility and build a better culture. We are looking at our company on many levels, and the staff's input and ideas will determine the future. 

Question - What new services or innovative ideas did you launch?

Answer: We now offer Spray Tanning! Henna Brows, lash lift and tints, new hand-tied hair extension methods carry an array of accessories.

We are revamping our service menu to simplify the services we offer. In addition, as a result of the pandemic, we are implementing more vital no-show fees to clients who habitually do not show for their appointments. We are also in the process of implementing collecting deposits for services over $150.00. Unfortunately, more decisive measures to protect our business are now an essential component to survival. We also launched an online store, that is beginning to help brand our company in a new way.

Question - What changes have you found to impact your business and/or your staff positively?

Answer: The most significant change that has positively impacted my business and staff is that they see me happier and generally calmer. OK, so it isn't like it's a 100% turnaround. I learned better empathy, listening skills, and not procrastinating when it comes to difficult conversations and decisions is most likely the most significant positive impact. Continually adding new ways of surviving this pandemic and business in today's challenging times has opened my eyes. The staff know they are heard, respected, and their opinion spills over in many ways in such a positive way! 

Question - How have you used this time to improve and/or grow your business?

Answer: I learned a long time ago, change is necessary on many levels is crucial to survival. Our company is 35 years old, and most of my staff are under 35! So, I look at business today is nothing like I did, let alone two years ago! I am more reflective now, using my judgement to embed what was good and what wasn't in how I looked at business. Being more mature and accepting what I put into my business and what I get out of it is an improvement. My personal life and business as a hairstylist who has worked behind the chair for over 44 years make me grateful that I am still here and still have something to give!

Owning a salon in the best of times is challenging. Operating a salon during a pandemic requires attention to detail one can't imagine. If this pandemic taught me anything, be organized, be prepared! Develop a handbook outlining how to deal with A.B.C's. Having policies in place about pay, vacation, conduct, and salon rules is essential; however, how clearly does your policy & procedure handbook outline what to do in unforeseen circumstances? The past 20+ months have opened my eyes and allowed me to be clear on what is essential. Find a mentor in aspects you would like to improve. Business coach, skills coach, life coach and influences to watch and follow will better prepare you for a successful future. What is your purpose? Look at the long game. Focus on your vision. Do not get hung up on your competition, do not worry about what someone 'posts' on social media, stay true to what you need and go after that! 

Respectfully submitted,

Ian Marc

Imagine Salon & Spa

Bedford, Nova Scotia