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36 | BEAUTY LAUNCHPAD | APRIL 2016 GETTY IMAGES s an industry educator and third-generation salon owner, Founder of Surface Hair and Owner of Visions Salon & Spa in Saskatoon, Saskatchewan, Canada, Wayne Grund knows a thing or two about salon etiquette. "Success isn't something you do, it's who you are," says Grund. "A stylist's behavior is a refl ection of how aware they are of the type of guest they're serving and the guest's needs. Unfortunately, the vast majority of salons build etiquette through a watch-and-learn system, so stylists learn good and bad habits." We asked Grund his advice on how stylists can practice proper salon etiquette. LIVE & LE A R N Business Affairs A Matter of Etiquette How can stylists prepare for great etiquette? Before stylists leave for the salon, they should look in the mirror and ask three questions: Do I have the product information and skills to really make people smile today? Do I look the part, from the tips of my toes to the top of my head? And lastly, is it my mission today to make people smile and feel better about themselves? Only when stylists have high expectations of themselves can they have high expectations of their guests. What types of conversations should be avoided with or around clients? I'm a third-generation stylist, and my dad used to tell me, "You can believe whatever you want, but don't talk about religion, politics or sex." This includes conversations within ear range of the client. If a client or another stylist says anything regarding those subjects, don't respond, or say you don't have an opinion. How should stylists utilize their downtime? If a stylist is not cleaning a front area, fi xing a retail section or helping another stylist, they should not be seen. I can't say that loudly enough. Stylists sitting around or loitering tell clients that the salon is not successful. Can strong stylists thrive in any environment? Sometimes you have a good stylist with great etiquette next to an unaware stylist. If the owner is not the type of leader who can correct the second stylist and won't reach out for leadership coaching, it can end in a lot of salon turmoil and owners losing good stylists. A few strong stylists cannot compensate for those who are weak. Salon etiquette is about more than not chewing gum. Industry expert Wayne Grund weighs in on the best practices for successful stylists. —LIZ BARRETT