Page 278 - Harnessing the Management Secrets of Disney in Your Company

Dream, Believe, Dare, Do 259

hair is meticulously shampooed and conditioned. Male clients also receive
a mini-facial. Now you are ready for the Service phase. During this phase,
your hair is cut and styled, your arms and hands are massaged, your jewelry
is cleaned, and you are given an explanation of the products used with no
pressure to buy. Woman clients will have their makeup touched up in the
Post Service phase. Additional services and promotions are also explained to
all clients during this phase. In the Conclusion of Service phase, clients have
the opportunity to purchase products and schedule their next visits. During
the Post Experience, clients receive a friendly phone call within 24 hours; a
thank-you card within 48 hours; quarterly newsletters on a regular basis; and
a card on their birthdays.

Education. John told us that the industry average for salon training is three
hours per year per employee. John Robert’s requires employees to receive over
200 hours of training each year. One morning each week, all John Robert’s
employees participate in training classes; and two days each year, employees
are required to participate in special days of training (with pay).
Attendance. As John tells his employees, “In this industry, hairdressers
are notorious for being late. At John Robert’s, if you are 14 minutes early, you
are a minute late.” John does not want his hairdressers running into the shop

minutes before their first appointments.
Transportation. All employees are expected to have reliable transportation
to work.

Community Service. In John’s words, “It’s an oxymoron, but volunteering
is mandatory at John Robert’s. If that does not excite you and get your blood

flowing, then maybe you are not the right fit. It doesn’t mean you’re wrong, but

we like to attract people who try to practice world-class behaviors in the four
areas of our lives: Guest Service, Teamwork, Community Service, and Family.”

Attitude. It’s almost impossible to get fired at John Robert’s for making
an honest mistake. John claims that, “If you spill bleach on a women’s fur
jacket while coloring her hair, and it costs us $5,000 to replace it, you won’t

get fired. But, if you make a career out of being grumpy and you bring that
attitude to work with you, you’ll be out of here fast.”

Pay. At the very first interview, the pay structure is explained to each

prospective employee.