Find Harmony between your Front Desk and Technicians by: Beth Edwards, NYS Licensed Esthetician Attention salon and spa owners—Does the friction between your front desk staff and technicians seem endless? Is your business becoming a war zone with your staff divided in half? Find out how to create unity in your business. The front desk rant… Technicians leave without their duties being completed. Technicians refuse to contribute during downtime. Technicians complain when they have an add-on or walk-in. I hate being questioned about missing gratuity. Now we are being told how to book appointments? They tell us not to book an appointment at the end of their shift… Technicians on their soapbox… The front desk is vacuuming or doing closing chores in front of customers. They leave scheduling gaps. Why are they booking the last time slot of the shift? They did not give me enough time for my appointments. I have late appointments booked which may extend after closing time! Why did they schedule the appointment in this order? They told my client the wrong price! Do any of the above complaints sound familiar? If so—then things need to improve for the sake of your business! Not only is communication important, but useless without cooperation. The technicians and front desk staff need to operate as a team, instead as opponents. Unfortunately, neither party appreciates each other’s efforts, challenges, and the reasons for their actions. Both parties must be considerate of each other and their roles acknowledging the expectations set forth by the business owner or manager. They may accuse each other of being more privileged, or as being “control freaks.” The technicians may fear the desk staff has a desire to make their job difficult. The front desk may coin the technicians “divas” or set-in-their ways. Such finger-pointing is not in the teamwork formula! The roles of both the technicians and front desk affect one other. Whether behind the front desk, or at their salon station— the success of all staff members is an interdependent practice. In order to make a business work, employees need to have a mutual respect for one another and realize they need each other! Everyone must make an effort to collaborate, to reduce stress and negativity in the workplace, and to communicate pleasantly in a professional manner. Before they each “bite the hand that feeds” seek each party’s concerns. Meet with each department separately and brainstorm for resolutions on how to streamline and make the business more efficient.

Come up with ways to reduce conflict and make everyone’s job easier!

Ask the What, How, and Why. How long do you give your stylists for a cut, color and highlight? Make sure everyone is on the same page and that you are being consistent! This will eliminate confusion. Create a price list for your front desk staff to have on hand and make sure it gets updated as prices change! Your business will thrive with communication! Follow up with a meeting combining your technicians and front desk staff to discuss resolutions and your new plan.

Walk in my shoes for a day!

Make it a requirement that your technicians spend time working behind the desk during their downtime. This may be a valuable means of experiencing the daily operations behind the front desk they may not be aware of. Have your front desk employees shadow a treatment or service. This will illustrate a birds-eye view of the technician’s practices and responsibilities.

Smoother communication and collaboration will go a long way. Equal understanding may be the basis. Become aware of your employees relationships and emphasize team work! Get your staff on the same page with creative guidance and you just may break the tension and create a much needed connection between your team!