Running a salon is a team sport. Every employee plays a part in shaping the client experience. Yet one of the biggest challenges salon owners face is making sure their team consistently upholds high standards when the owner or manager isn’t watching. That’s where a culture of accountability comes in. When accountability is part of the daily routine—not just enforced from the top down—your staff members take ownership of their roles, trust one another, and push themselves to perform at their best.

Set Clear Expectations Up Front

Accountability starts with clarity. Employees can only hold themselves to a high standard if they understand what those standards are. That means going beyond vague goals like “provide great customer service” and spelling out exactly what’s expected.

• Define service benchmarks: greeting clients within a set timeframe, walking them through product benefits, or following a standard spray tan prep script.
• Outline measurable performance goals: sales targets, EFT sign-ups, or retail add-on percentages.
• Put everything in writing: employee handbooks, training checklists, and visual reminders around the salon help keep expectations front and center.

Click here to read the entire article in the November issue of Smart Tan Magazine online.