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- TONIGHT, ON TABATHA TAKES OVER...
C.J. "MEOW" BARNES,
A FORMER HUMAN RESOURCES EXECUTIVE,
RECENTLY OPENED MANI-KIR ROYALE NAIL SALON
IN TRENDY NORTH HOLLYWOOD, CALIFORNIA.
- I INITIALLY OPENED THE SALON BECAUSE I REALLY LOVE NAILS.
OH, THAT'S CUTE, THE LEOPARD.
THE PROBLEM IS THAT CLIENTS NEVER COME BACK AND COMPLAIN.
THEY JUST DON'T COME BACK.
I DON'T KNOW IF IT'S OUR SERVICES.
I DON'T KNOW WHY OUR CLIENTS ARE NOT COMING BACK.
- IT LOOKS LIKE IT'S GOING SIDEWAYS.
- IT IS.
- THE NAIL TECHS ARE INCOMPETENT.
THEY ARE LAZY. THEY ARE STUPID.
THEY HAVE NO IDEA WHAT THEY'RE DOING.
- I TOLD YOU TO USE THE HARD GEL,
AND YOU STILL UP THERE DOING THE SOFT GEL.
- MEOW IS A ***.
SHE JUST LIKES TO TALK [bleep] TO PEOPLE.
- GO UP WITH YOUR CLIENT.
I DON'T NEED THE BACK TALK.
- MEOW COMES ACROSS RUDE.
- SAVANNAH, WHAT ARE YOU WEARING?
YOU CAN SEE YOUR DRAWERS.
- WELL, ARE YOU GONNA BUY ME CLOTHES?
- AND IT'S KIND OF CRAZY.
- GET OUT OF HERE. - YOU'RE BEING LOUD.
- IT'S LIKE WORKING AT A PSYCHIATRIC WARD.
EVERYBODY HAS LOST THEIR MINDS.
- ARE YOU IN HERE CRYING?
- DO I LOOK LIKE I'M CRYING? - I'M BEHIND ON RENT.
I HAVE OVER $60,000 IN DEBT WITH THE SALON.
I'M ABOUT TO HAVE A NERVOUS BREAKDOWN.
[crying] WE COULD BE CLOSED TOMORROW.
PLEASE, TABATHA, PLEASE, COME AND HELP US.
I JUST--I DON'T WANT TO DO THIS ANYMORE.
[upbeat music]
♪ ♪
- I'M TABATHA.
I'M TOUGH. I'M TALENTED.
I'M TAKING OVER.
[phone ringing]
- MANI-KIR ROYALE, THIS IS MEOW.
HOW CAN I HELP YOU? - MEOW, THIS IS TABATHA.
I WOULD LIKE YOU TO GET YOUR KEYS,
COME OUTSIDE AND MEET ME,
AND PLEASE DON'T TELL YOUR STAFF THAT I'M HERE.
- OKAY. I'LL BE RIGHT THERE.
[gasps and chuckles]
- I'M TABATHA. - HI, TABATHA.
I'M MEOW. THANK YOU SO MUCH FOR COMING.
- WE'LL SEE IF YOU THANK ME AT THE END OF THE WEEK.
- THIS IS KIND OF SCARY... - COME ON.
- BUT OKAY. - IT'S GONNA GET SCARIER.
BELIEVE ME.
WELL, YOU ASKED FOR MY HELP, AND HERE I AM.
SO WHAT'S GOING ON?
- WE HAVE A GREAT SALON, GREAT LOCATION.
WE JUST DON'T SEEM TO HAVE ANY CLIENTS THAT STICK AROUND.
- AND DO YOU HAVE ANY IDEA WHY CLIENTS AREN'T RETURNING?
- WE HAVE NO IDEA.
- YOU HAVE NO IDEA? - WE HAVE NO IDEA.
- OKAY. SO, I MEAN, TELL ME.
YOU'VE ONLY BEEN OPEN FOR TWO YEARS,
SO IT'S REALLY NOT LONG AT ALL.
- MM-HMM.
- WHAT IS YOUR DEBT LIKE IN YOUR BUSINESS?
- I HAVE OVER $60,000 IN DEBT.
I'M PUTTING PERSONAL FINANCES INTO IT EVERY MONTH.
- HOW ARE YOU ABLE TO PAY YOUR RENT?
- I'M OVER THREE MONTHS BEHIND ON MY RENT.
- WOW.
ARE YOU A TECHNICIAN? - NO.
- SO WHAT MADE YOU DECIDE TO BUY A NAIL SALON?
- I LOVE NAILS,
AND AS I STARTED GETTING MORE INTO IT,
THE POSSIBILITIES ARE ENDLESS
THAT THEY DO WITH NAILS NOWADAYS.
- SO DID YOU ESSENTIALLY GET A NAIL SALON
BECAUSE YOU LIKE GETTING YOUR NAILS DONE?
- YEAH.
- DID YOU DO ANY RESEARCH, ANY BUSINESS PLAN?
- NO.
NO, I DIDN'T DO ANY OF THOSE THINGS.
- WHAT WAS YOUR BUSINESS BACKGROUND
BEFORE YOU BOUGHT YOUR NAIL SALON?
- I WAS IN HUMAN RESOURCES.
- YOU'RE AN H.R. PERSON? - YES.
- SO TELL ME ABOUT YOUR STAFF.
DO YOU THINK THEIR WORK IS GREAT?
- DEPENDS ON WHAT THEY'RE HAVING DONE.
THEY'RE REALLY GOOD AT THE NAIL ART,
BUT YOUR NAILS WILL FALL OFF.
- SO WHY IS EVERYONE'S NAILS COMING OFF?
HAVE YOU GOTTEN TO THE BOTTOM OF IT?
- I HAVE NO IDEA. - HAVE YOU HAD A CONVERSATION?
- WE HAVE HAD CONVERSATIONS.
BUT IT'S JUST LIKE, "OH, OKAY.
WELL, I DON'T KNOW. I DON'T KNOW WHAT TO DO." SO...
- LET'S TALK ABOUT SOME OF THE OTHER PROBLEMS
THAT YOU HAVE WITH YOUR STAFF.
- I HAVE TECHNICIANS THAT ARE REPEATEDLY LATE.
THEY'RE LATE EVERY DAY.
- SO DO YOU HAVE ANY KIND OF RULES IN YOUR SALON?
- YEAH, WE DO HAVE RULES.
THERE IS A LIST OF RULES THAT THEY GET.
- AND DO YOU ENFORCE THE RULES?
- I CALL THEM ON THE SPOT. I CALL THEM ON IT.
I CALL THEM ON IT EVERY TIME.
BUT IT NEV--THE BEHAVIOR DOESN'T CHANGE.
- SO WHY DO YOU THINK YOUR STAFF DON'T LISTEN TO YOU?
- THE PERSONALITIES ARE VERY DIFFERENT.
SOMEONE WHO IS ON THE CREATIVE SIDE,
THEY DO WHAT THEY DO BECAUSE THEY CAN'T SIT AT A DESK
AND DO THE SAME THING PROBABLY EVERY DAY FROM 9:00 TO 5:00.
- WHAT DO YOU MEAN BY THAT? - YOU KNOW, RULES--
THEY CAN'T--THEY PROBABLY CAN'T REALLY STICK TO RULES.
- SO NAIL TECHNICIANS CAN'T STICK TO RULES,
AND THEY CAN'T SIT BEHIND A DESK FROM 9:00 TO 5:00.
IS THAT WHAT YOU'RE SAYING? - YEAH.
I GET A LOT OF ABSENTEEISM, THAT KIND OF THING.
- AND THAT NEVER HAPPENS IN ANY OTHER INDUSTRY?
I MEAN, CORPORATE AMERICA, EVERYONE'S STELLAR.
EVERYONE COMES IN EVERY DAY AND TURNS UP,
NEVER CALLS OUT SICK? - YES.
- REALLY? - YEAH.
- REALLY?
- THE MAJORITY OF THE TIME, YEAH.
- YOU ARE FULL OF [bleep].
IF YOUR STAFF AREN'T COMING IN ON TIME
AND AREN'T CONSISTENT AND AREN'T DOING THEIR JOB PROPERLY,
DOESN'T THAT COME BACK TO THE MANAGEMENT?
- IF I KNEW WHAT THE PROBLEM WAS,
I PROBABLY WOULD'VE FIXED IT.
AND I'M AT LOSS.
I HAVE NO IDEA WHAT THE PROBLEM IS.
- ALL RIGHT, WELL, ARE YOU READY TO TAKE A LOOK
AT WHAT HAPPENED IN YOUR BUSINESS TODAY?
- [sighs] PROBABLY NOT.
- LET'S TAKE A LOOK.
SO CAN YOU EXPLAIN TO ME WHAT'S GOING ON HERE?
- WITH WHAT?
- WITH THE CLIENT SITTING THERE...
- RIGHT. - WITH HER FEET
IN A BLOODY MIXING BOWL
WHILE YOU HAVE A TECHNICIAN
PRETTY MUCH SITTING ON THE FLOOR.
SHE CAN'T EVEN LOOK THE CLIENT IN THE EYES PROPERLY.
YOU KNOW WHAT? IF I WAS A CLIENT,
I WOULDN'T REALLY WANT SOMEONE STARING AT MY CROTCH.
AND THEN WHAT ABOUT HAVING PROPER FOOT BATHS?
- THE CLIENTS JUST DIDN'T-- DIDN'T LIKE IT.
- THEY DON'T WANT A BUBBLY FOOT SPA?
THEY WANT A MIXING BOWL FROM A KITCHEN SUPPLY STORE?
- YES.
- AT LEAST IF YOU HAD TO THROW A BIG PARTY,
YOU'VE ALWAYS GOT SOMETHING TO MIX UP IN, DON'T YOU?
TAKE A LOOK AT THIS.
- ARE YOU MONROE? - YES, I AM.
- I JUST GAVE UP YOUR APPOINTMENT.
I REALLY DIDN'T THINK YOU WERE COMING.
- WHO IS THAT?
- THAT'S INE, OUR RECEPTIONIST.
- THERE WAS NO CONFIRMATION CALL DONE.
- BUT SHE CAME BACK.
- IT'S NOT THE POINT.
THE POINT IS, WHAT IF SHE DIDN'T COME BACK?
AND YOU'RE ASKING ME WHY YOU'RE NOT RETAINING CLIENTS.
TAKE A LOOK AT THIS.
- PROXY, OLIVIA. PROXY, PROXY.
PROXY, OLIVIA. PROXY.
- I KEPT HEARING YOU WALK THROUGH THE SALON
AND USE THIS STRANGE WORD.
- PROXY. - CLEARLY, IT MEANS SOMETHING.
WHAT'S THE CODE WORD?
- IT MEANS "PICK UP THE PACE."
- ITS CRAZY.
- [laughs] I KNEW YOU WERE GONNA SAY THAT.
- THAT'S ONE HELL OF A COMMUNICATION SYSTEM
YOU'VE GOT GOING ON THERE.
I SAW SO MUCH OF YOU TODAY CROUCHING DOWN ON THE GROUND,
MAKING ARM MOVEMENTS, STANDING AGAINST THE WALL,
DOING THINGS LIKE THIS,
MAKING ALL THESE MOVEMENTS OF SIGN LANGUAGE.
WHY NOT JUST WALK UP AND SAY, "EXCUSE ME."
- NO, I'D NEVER THINK TO SAY THAT IN FRONT OF A CLIENT.
- YOU KNOW, FOR ME, SQUATTING ON THE FLOOR
AND WAVING MY HANDS AROUND IS SUCH
A MUCH MORE PROFESSIONAL WAY
OF GETTING MY TECHNICIAN'S ATTENTION.
- YEAH.
- I MUST HAVE MISSED THAT IN MY MANAGEMENT HANDBOOK.
TAKE A LOOK AT THIS.
- SO YOU WANT IT GOING THIS WAY?
- AND WHO IS THAT?
- THAT'S BRIGITTE. - BRIGITTE.
WHAT WERE YOU WHISPERING TO BRIGITTE ABOUT?
- I WAS ASKING HER WHY SHE WAS USING A DIFFERENT ADHESIVE
TO PUT THE GEMS ON THE NAIL.
- ACTUALLY, THAT'S NOT WHAT I HEARD YOU SAY.
I HEARD YOU SAY TO HER, "WHY ARE YOU BEING LAZY?
COME IN THE BACK."
- I'D BE DUMBFOUNDED IF I TOLD HER SHE WAS BEING LAZY.
- OKAY. YOU CAN LISTEN CAREFULLY.
- "YOU'RE BEING LAZY. COME IN THE BACK."
WHISPERING TO THEM SOMETHING THAT IS PASSIVE-AGGRESSIVE
AND DEMORALIZING IS NOT GOING TO GET THEM
TO BE AN EFFECTIVE EMPLOYEE AND DO A REALLY GREAT JOB.
AND IF THE CLIENT CAN HEAR,
THEN YOU'VE LOOKED EVEN WORSE.
TAKE A LOOK AT THIS.
- BRIGITTE, WHY ARE YOU DOING SOFT GEL ON THE WOMAN?
WE BOTH--WHY?
- I'M GONNA PUT GEL TOPCOAT ON IT.
- YOU KNOW THAT'S NOT GONNA HOLD THEM STONES ON THERE.
- YES, IT IS. - WE TALK ABOUT--NO, IT'S NOT.
I TOLD YOU TO USE THE HARD GEL,
AND YOU STILL CONTIN--
YOU STILL UP THERE DOING THE SOFT GEL!
WHEN SHE COMES BACK, YOU'RE GONNA HAVE TO REDO IT
INSTEAD OF DOING IT RIGHT THE FIRST TIME.
- THAT'S OKAY. I'LL REDO IT.
- HOW WOULD YOU FEEL IF YOUR BOSS SPOKE TO YOU THAT WAY?
WOULD YOU RESPECT THEM?
- UH, I DON'T KNOW.
- IT'S NOT PROFESSIONAL. IT SOUNDS ABSURD.
IT IS NOT EFFECTIVE MANAGEMENT.
- RIGHT.
- YOU'RE TELLING ME THAT YOU CAN'T UNDERSTAND
WHY CLIENTS DON'T COME BACK.
THE CUSTOMER SERVICE IS ATROCIOUS,
AND THEN YOU SPEAK TO YOUR STAFF IN THIS MANNER,
AND YOU THINK IT'S FINE.
IT'S UNBELIEVABLE TO ME. UNBELIEVABLE.
AND I'VE SEEN ENOUGH. GIVE ME YOUR KEYS.
I'M TAKING OVER.
IT'S GONNA BE A LONG WEEK.
GATHER ROUND, EVERYONE.
GATHER ROUND.
- I WAS LIKE, "OH, [bleep]."
I LOOK AT MEOW'S FACE.
SHE LOOKED LIKE SHE WAS READY TO THROW UP.
- I'M TABATHA, AND I'M TAKING OVER.
I HAVE CANCELED ALL YOUR APPOINTMENTS FOR THE WEEK,
AND IN THAT WEEK, EVERYTHING IS GOING TO CHANGE.
AND AT THE END OF THE WEEK,
SOME OF YOU MAY BE WORKING HERE AND SOME OF YOU MAY NOT.
SO WHY DON'T YOU SHOW ME AROUND.
WELL, THAT'S NICE.
- UM... - AS IS THE REST OF THE FLOOR.
IT'S FILTHY.
- THE WHOLE SALON IS DISGUSTING.
IT'S ALL STAINED, DIRTY,
FINGERNAILS OVER THERE, FINGERNAILS OVER HERE.
I KNEW THAT SHE WAS GONNA BE DISGUSTED.
I KNEW IT.
- AND THESE MATS, I DON'T QUITE KNOW THE PURPOSE OF THEM.
JUST TO HIDE-- - COVER THE FLOOR.
- THE FACT THAT THE FLOOR IS DISGUSTING?
AND WHAT IS THIS?
- WE USED TO DO PEDICURES HERE.
NOW WE JUST DO IT OVER HERE.
- 'CAUSE NOW IT'S MUCH BETTER TO SIT ON THE FLOOR,
LOOKING AT A CROTCH?
'CAUSE THAT'S THE VIEW THAT I SAW TODAY.
THIS BAR IS RIDICULOUS.
IT'S UNCOMFORTABLE FOR CLIENTS.
IT'S UNCOMFORTABLE FOR STAFF.
IT'S FILTHY.
AND LET'S FACE IT,
WHO WANTS THEIR BUSINESS HANGING OUT?
YOU CAN'T TELL ME THESE HAVE BEEN WIPED DOWN.
THIS IS FILTHY.
I MEAN, WHO CLEANS THIS PLACE?
- WE ALL DO.
- YOU ALL DO? - YES.
- OBVIOUSLY NOT VERY WELL OR VERY OFTEN.
WHEREVER YOU LOOK, THERE ARE STAINS.
LOOK, IT'S ALL PEELING.
IF I WERE SITTING AND LOOKING AT ALL OF THIS, I'D BE THINKING,
"GET ME THE HELL OUT OF HERE BEFORE I GET A [bleep] DISEASE."
- MEOW'S BUBBLE WAS BUSTED.
- AND THIS IS WHERE YOU DO WAXING.
UGH.
- SHE THOUGHT HER SALON
WAS SO UNIQUE, SO DIFFERENT, SO CUTE.
SHE WAS SO WRONG.
- NAIL SALONS ARE EVERYWHERE.
THE COMPETITION IS STIFF.
AND FROM WHAT I HEAR, NO ONE'S COMING BACK.
AND TOMORROW MORNING, I WOULD LIKE TO HEAR ABOUT IT
FROM YOUR POINT OF VIEW.
GET SOME REST, LADIES.
IT'S GONNA BE A LONG WEEK.
I HAVE NEVER HAD A MODEL WALK OUT
EXACTLY THE SAME AS THEY WALKED IN--EVER.
- I GOT AN EARFUL YESTERDAY.
SO TODAY, I WANT TO SIT DOWN WITH THE STAFF
AND SEE WHAT THEY THINK IS WRONG WITH THIS BUSINESS.
YESTERDAY WAS VERY INTERESTING FOR ME.
I HEARD THAT YOU HAVE A VERY HARD TIME KEEPING CLIENTS.
- YEAH. - YEAH.
- BUT I ALSO HEARD MEOW SAY,
"I HAVE NO IDEA WHY."
SO WHY AREN'T CLIENTS COMING BACK?
- I THINK IT'S INCONSISTENCY.
LIKE, TWO PEOPLE CAN BE SITTING DOWN
GETTING THE SAME PEDICURE,
AND ONE NAIL TECHNICIAN CAN BE DOING IT A CERTAIN WAY.
THE OTHER NAIL TECHNICIAN CAN BE DOING IT A DIFFERENT WAY,
AND THE CLIENTS WILL NOTICE.
- I THINK SOMETIMES INE DOES FEEL LIKE
SHE'S BETTER THAN EVERYBODY ELSE.
BUT SHE'S JUST A RECEPTIONIST. [chuckles]
- DO YOU ALL THINK THAT YOUR SKILL IS GOOD ENOUGH
THAT YOU CAN KEEP CLIENTS COMING BACK?
- I THINK I CAN GET BETTER AT IT.
- ME, TOO. - I FEEL I NEED EXTRA TRAINING.
- DO YOU AGREE THAT YOU ALL NEED EDUCATION?
- MM-HMM. - YES.
- DOES MEOW PROVIDE EDUCATION?
- WE'VE TRIED HAVING MEETINGS WHERE WE MEET UP
AND WE TRY TO TALK ABOUT IT.
- IT JUST DOESN'T GO THROUGH. - YEAH, IT JUST DOESN'T.
- ONCE WE HAVE A MEETING, WE START TALKING
ABOUT OTHER STUFF. - YEAH.
- WE JUST NEVER GET, REALLY, TO THE BOTTOM OF IT.
IF THERE IS SOMETHING A CLIENT COMES IN AND WANTS
AND I DON'T KNOW HOW TO DO IT, SHE'S GONNA TELL ME,
"GO AND YOUTUBE IT."
THAT'S JUST NOT RIGHT.
I'M SURE THE CLIENTS FEEL THE SAME WAY.
- WHEN'S THE LAST TIME YOU HAD A STAFF MEETING?
- TWO MONTHS AGO.
- AND WHO LED THE MEETING? - MEOW.
- AND WHAT WAS THE MEETING ABOUT?
- IT WAS THE HANDOUT OF THE RULES,
AS FAR AS COMING TO WORK ON TIME,
AS FAR AS BEING IN ALL BLACK, LOOKING PROFESSIONAL.
- AND ARE THE RULES ENFORCED?
all: NO. - NO.
DOES ANYONE FOLLOW THE RULES?
- NO. THERE'S NO DISCIPLINE.
THERE'S NO WOR-- - THERE'S NO DISCIPLINE.
- THERE'S NO INCENTIVE TO FOLLOW THE RULES.
- TELL ME ABOUT MEOW AS AN OWNER AND MANAGER.
HOW OFTEN IS MEOW IN HERE?
- SHE WORKS FROM 11:00 TO 2:00.
- SO MAYBE 20 HOURS A WEEK? - YEAH.
- SO WHO'S IN CHARGE WHEN MEOW'S NOT HERE?
- INE. - SO, INE,
WHAT IS YOUR JOB DESCRIPTION?
- I'M THE RECEPTIONIST.
MEOW'S NOT HERE THE MAJORITY OF THE TIME.
I'M HERE A LOT OF THE TIME WITH THESE GIRLS.
- THE WAY YOU SAY THAT, IT'S SUCH DISTASTE.
- RIGHT? - "THESE GIRLS."
- TRYING TO MANAGE A SALON WITH ALL THESE INEXPERIENCED,
KNOW-IT-ALL GIRLS IS VERY FRUSTRATING.
THERE'S NOTHING POSITIVE COMING OUT OF THEM.
LIKE, THEY DON'T RESPECT HER.
THEY DON'T RESPECT ME.
LIKE, IT'S FRUSTRATING.
- I SAW MEOW YESTERDAY
WALK THROUGH THE SALON AND SAY,
"PROXY, PROXY."
- IT USED TO BE... - "OOGA-BOOGA-SHOOGA."
- "OOGA-BOOGA-WOOGA." - YEAH.
[laughter] - OOGA...
- BOOGA... - OOGA-BOOGA...
- WOOGA. - WOOGA?
all: YEAH. - [laughs]
- AND THAT'S...
- MEANS... all: "HURRY UP."
- IS THAT NORMAL BEHAVIOR
THAT MEOW DOES ALL OF THOSE THINGS?
- YES. - ALL THE TIME, EVERY DAY.
- ALL THE TIME, EVERY DAY. - YES.
- AND DO YOU THINK THAT'S EFFECTIVE MANAGEMENT?
- NO. - NO.
- I FEEL LIKE MEOW NEEDS TO STEP UP.
I FEEL LIKE THE GIRLS NEED TO STEP UP.
IF THIS IS WHAT THEY WANT TO DO, THIS IS AN EMBARRASSMENT.
THEY ARE IGNORANT. THEY ARE SLOW.
AND MEOW HASN'T REALLY ACTED LIKE A BOSS.
IF I OWNED MANI-KIR ROYALE AND TOOK IT OVER TODAY,
I WOULD FIRE ALL OF THEIR ***.
I WOULD JUST FIRE THEM.
- LET'S TALK ABOUT THIS "U" BAR.
- I HATE IT. - YOU HATE IT.
- YES. - IT'S VERY UNCOMFORTABLE.
- AND THE CLIENTS ARE TRYING TO TALK TO YOU, LIKE--
all: YEAH. - 'CAUSE THEY WANT TO TALK.
- AND YOU'RE TALKING TO THEIR LEGS OR THEIR CROTCH.
- OR THEIR CROTCH. - [laughter]
- TELL ME ABOUT THE METAL BOWLS THAT YOU DO THE PEDICURES IN.
- THE CLIENTS HATE IT. - CLIENTS HATE IT.
- NO, WE ALL HATE IT. - YOU ALL HATE IT.
- BECAUSE THE WATER DOESN'T STAY WARM.
BY THE END OF THE SERVICE, THE WATER'S COLD.
- DO YOU UNDERSTAND HOW RIDICULOUS THAT IS?
all: YEAH.
- WE KNOW. WE KNOW.
- DOES IT EMBARRASS YOU? all: YES!
- BUT IT'S LIKE, WHAT CAN WE DO?
- BUT IF YOU DID A BETTER QUALITY SERVICE
WITH THE RIGHT TOOLS,
DO YOU THINK THAT WOULD MAKE A DIFFERENCE
TO CLIENTS COMING IN HERE? - YES.
- OF COURSE. OF COURSE. - YES.
- SO I WOULD ACTUALLY LIKE TO SEE YOUR WORK.
GET YOUR STATIONS READY. CLIENTS WILL BE HERE SOON.
- GOOD MORNING, TABATHA. HOW ARE YOU?
- I JUST HAD A VERY INTERESTING MEETING WITH YOUR STAFF.
- OKAY.
- AND NOW I WOULD LIKE TO ASSESS THEIR WORK,
SO I HAVE A FRIEND OF MINE COMING IN AS WELL...
- OKAY. - TO HELP WITH THE ASSESSMENT.
WE'LL TRY AND FIGURE OUT IF WORK IS THE PROBLEM IN HERE,
AND THAT'S WHY THEY'RE NOT RETAINING CLIENTS.
- OKAY.
I'M HOPING EVERYBODY
WANTS TO GIVE IT THEIR ALL AS MUCH AS I DO,
AND I DON'T KNOW IF THAT'S THE CASE.
- HELLO, JOEY.
- HELLO, TABATHA.
- HOW ARE YOU? - GOOD, THANK YOU.
- THANKS FOR COMING.
all: HI. - SO THIS IS JOEY.
JOEY TRAVELS ALL AROUND THE WORLD,
TEACHING NAIL TECHNICIANS, TEACHING LATEST TECHNIQUES.
AND SHE'S GOING TO HELP ME EVALUATE YOUR WORK TODAY.
SO YOU LADIES GO TO YOUR STATIONS,
YOUR CLIENTS WILL BE IN SOON.
- I'M A LITTLE BIT ANXIOUS TO ACTUALLY HAVE JOEY COME IN
AND SPEND THE DAY WITH THEM.
IF MY TEAM IS NOT WILLING TO GIVE IT THEIR ALL,
I'M MORE THAN WILLING TO GET A NEW TEAM.
- I SEE YOU HAVE BITTEN NAILS.
- MM-HMM. LIFELONG NAIL-BITER.
- SHE'S A NAIL-BITER, SO THAT'S GONNA BE
A REALLY HARD ACRYLIC PERSON. - YEAH, FORMS.
YEAH.
- SO WHAT WOULD YOUR RECOMMENDATION BE?
- I WOULD RECOMMEND FORMS.
- SO THE FORMS ARE SOMETHING THAT GOES OVER?
- I'M PRETTY MUCH CREATING THE WHOLE NAIL
WITH ACRYLIC AND ADDING NO TIP TO IT.
- YOU ALSO NEED TO MAKE SURE THAT YOU LET HER KNOW
THAT IT'S GONNA HAVE TO BE A VERY NATURAL LENGTH.
YOU WANT TO MAKE SURE THAT SHE'S VERY SUCCESSFUL
IN WEARING THEM.
- AND THAT YOU'RE GONNA BE SUCCESSFUL,
SO SHE COMES BACK AGAIN.
- YES. - OKAY.
- 'CAUSE IF YOU CAN GET YOUR CLIENT
TO STOP BITING HER NAILS...
- YES.
- AND TO GET SOME LENGTH ON THERE,
I'M SURE YOU WILL HAVE A CLIENT
FOR A VERY, VERY LONG TIME.
- MM-HMM. - YEAH.
- I AGREE. - RIGHT?
- MM-HMM. - [giggles]
- AND YOU'RE GETTING PINK AND WHITES TODAY?
- OKAY, WE'LL DO THE GEL. SO...
OKAY.
- YOU MIGHT WANT TO EXPLAIN THE DIFFERENCE.
MAYBE SHE NEEDS SOMETHING-- - SOMETHING STRONGER.
- SOMETHING A LITTLE STRONGER ON HER NAILS, RIGHT.
- OKAY, DEFINITELY? - SEE, HERE'S THE THING.
WE ALL HEAR "GEL."
WE ALL HEAR "ACRYLICS." - THAT'S TRUE.
- THEY DON'T UNDERSTAND WHAT IT IS.
SO THE ONLY WAY THAT A CLIENT KNOWS
IS IF YOU HAVE THAT CONVERSATION.
- THIS IS MY FIRST TIME DOING PINK AND WHITE ON A CLIENT.
SO I WAS LIKE, "OH, [bleep].
LET ME GET THIS CORRECT."
- WHAT ARE WE GETTING DONE?
- WE'RE GETTING GEL MANI/PEDI.
- HAVE YOU HAD GELS BEFORE?
- I'VE NOT HAD GELS.
I USED TO GET TIPS.
BUT THE ISSUE WITH TIPS IS KEEPING THE LENGTH SHORT.
I WORK AS A MUSICIAN AND TRUMPET PLAYER,
SO I NEED TO KEEP MY FINGERS LOOKING GOOD,
BUT, YOU KNOW, A LITTLE ON THE SHORT SIDE.
- 'CAUSE WE HAVE THE 14-DAY MANICURE.
THAT'S A GEL POLISH.
IT'S A BIT LIKE ACRYLICS.
AND I CAN GIVE YOU SOME LENGTH WITH THAT.
WHEN I GOT THERE IN FRONT OF TABATHA, I SAID--I WAS NERVOUS.
BUT I'M HERE TO PROVE MYSELF, AND LET'S DO IT.
- AND HOW LONG SHOULD A SERVICE LIKE THIS TAKE, JOEY?
- ACTUALLY, NO LONGER THAN ONE HOUR AND 15 MINUTES.
- OKAY.
- REMEMBER, THE CLIENT DOESN'T WANT TO COME IN
AND SIT FOR THREE HOURS. - NO.
NO ONE HAS THREE HOURS ANYMORE.
LET'S FACE IT. - NOBODY. NOBODY.
- SO ONE HOUR AND 15 MINUTES, START TO FINISH.
- EXACTLY.
- SO WHAT ARE YOU LADIES DOING?
WHAT ARE YOU OVER HERE WHISPERING ABOUT?
WHAT ARE YOU CONSPIRING ABOUT?
- NOTHING, REALLY.
- SO DO WHAT YOU NORMALLY DO.
WHATEVER YOU NORMALLY DO, DO.
- OKAY.
- WHILE EVERYONE WAS WORKING,
MEOW AND INE WERE STANDING AT THE FRONT DESK, GOSSIPING.
NO WONDER MEOW'S STAFF DON'T RESPECT HER.
- SO IT'S BEEN AN HOUR AND 45.
- SO WHATEVER THEIR PRICING IS, YOU'RE LOSING MONEY.
I'M JUST-- THE CLOCK IS TICKING.
- FROM MY ANGLE, IT LOOKS LIKE IT'S GOING SIDEWAYS...
- YEAH, IT IS. - QUITE A BIT.
- WELL, I TRIED, BUT THEY JUST KEEP, YOU KNOW, COMING OFF.
- YOU SHOW THE SAME ENTHUSIASM FOR YOUR BUSINESS
THAT YOUR STAFF SHOWED TO ME TODAY: ZERO.
- ARE YOU SERIOUS, TABATHA?
- YEAH, I'M SERIOUS.
- IT HAS BEEN ALMOST TWO HOURS,
AND NOT A SINGLE CLIENT IS DONE YET.
- WHAT TIME DO YOU HAVE TO BE OUT OF HERE?
- 4:00.
- IT'S NO WONDER, WITH THE BAD CUSTOMER SERVICE
AND THE POOR WORK THAT'S BEING DONE,
THE CUSTOMER-RETENTION RATE IS SO LOW.
- BUT THIS, TO ME... - THEY LOOK WIDER.
- LOOKS WIDE BUT FLAT. - YES.
- WHEREAS THIS HAS A CURVE TO IT.
- CURVE. - EXACTLY.
THIS ONE LOOKS LIKE IT'S MAKING A RIGHT TURN.
- WHAT DO YOU THINK OF THEM?
- I NOTICE THE SHAPE IS A LITTLE DIFFERENT ON SOME OF THEM.
- WOULD YOU GO HOME AND START FILING ON THEM?
- PROBABLY. - YES.
- THE CUSTOMER WAS LOOKING LIKE BEETLEJUICE.
BEETLEJUICE WITH PINK AND WHITES.
THE NAILS WERE PLACED ON CROOKEDLY.
SOME WERE KICKING TO THE RIGHT.
SOME WERE KICKING TO THE LEFT.
SOME WERE KICKING UP.
- OH, DEAR.
IT LOOKS LIKE PRODUCT GOT ON THE SKIN.
UNFORTUNATELY, IT STAINS THE SKIN.
NEXT TIME, WHAT YOU DO IS, YOU TAKE YOUR BRUSH,
AND YOU ACTUALLY PLACE IT JUST WHERE YOU WANT THE LINE TO BE.
OKAY?
- SO I DECIDED TO TAKE THEM ALL OFF,
BECAUSE SOME STARTED POPPING OFF.
- AND THAT'S IT?
- JUST SOAK THEM OFF AND I'M OUT OF HERE,
BECAUSE I'VE--I'VE ALREADY SAT FOR A LONG TIME AND--
- AND WOULD YOU EVER COME BACK?
- CERTAINLY NOT FOR FORMS. [chuckles]
- WHEN WAS THE LAST TIME YOU TOOK A CLASS?
- WELL, I ACTUALLY LEARNED ON MY OWN.
I WENT TO BEAUTY SCHOOL AND TO COSMETOLOGY SCHOOL,
AND I JUST KIND OF LIKED NAILS, SO I LEARNED THAT ON MY OWN,
AND I HAVE NOT TAKEN NO CLASS.
- MM.
- BUT YOU WENT TO SCHOOL. - YEAH.
I WENT TO COSMETOLOGY SCHOOL.
- ARE YOU SERIOUSLY ASKING IF SHE WENT TO SCHOOL
WHEN SHE WORKS FOR YOU? - NO, SHE WENT TO SCHOOL.
SO I WAS JUST WONDERING WHY SHE FELT
THAT SHE HAD TO LEARN EVERYTHING ON HER OWN,
WHY SHE SAID THAT. THAT'S--THAT'S ALL.
- BECAUSE AT SCHOOL,
THEY DON'T TEACH YOU EVERYTHING DETAILED.
- AND WHAT YOU LEARN AT COSMETOLOGY SCHOOL,
NAILS IS THAT MUCH. - YEAH, YES, YES.
YES, YES, YES, TINY. - VERY LITTLE.
- SO IF YOU TRULY WANT TO BECOME A TECHNICIAN,
YOU NEED TO GET ADDITIONAL EDUCATION
ON BEING A NAIL TECHNICIAN.
SO HOW DOES EVERYONE FEEL?
- I'M FRUSTRATED.
- YOU'RE FRUSTRATED? - YES.
- I HAVE NEVER HAD A MODEL WALK OUT
EXACTLY THE SAME AS THEY WALKED IN--EVER.
- I'M DISAPPOINTED IN MYSELF,
BECAUSE I KNOW I CAN GIVE GOOD QUALITY SERVICE.
I KNOW I CAN, 'CAUSE I HAVE, YOU KNOW, IN THE PAST.
- SO, JOEY, WHAT DID YOU THINK OF THE WORK OVERALL?
- ON A SCALE OF, SAY, ZERO TO TEN,
I'D SAY YOU'D PROBABLY BE IN THE ONE TO TWO.
THAT'S PRETTY SAD. PRETTY SAD.
- THAT'S SAD.
- WELL, THANK YOU FOR COMING IN, JOEY.
- THANK YOU SO MUCH. - I APPRECIATE IT.
IT WAS REALLY GOOD TO SEE YOU.
- I WAS EXTREMELY DISAPPOINTED.
EXTREMELY UH...
I WAS SHOCKED. I WAS SURPRISED.
I WAS EMBARRASSED.
I WAS VERY DISAPPOINTED IN MY TEAM TODAY.
- HOW ARE WE FEELING NOW?
- OVERWHELMED.
- TELL ME WHAT'S OVERWHELMING, MARCIA.
- [sniffles]
I WANT EVERYBODY TO BE GREAT AND BE "WOW."
I WANT EVERYBODY-- I WANT US TO HAVE CLIENTS
AND JUST BE GREAT, ALL OF US.
I'M DISAPPOINTED IN MY COWORKERS AND MYSELF, TOO,
'CAUSE WE'VE BEEN WAITING FOR THIS.
YOU KNOW, WE'VE BEEN WAITING FOR HER TO COME AND HELP US,
AND IT'S JUST DISAPPOINTING.
OH, GOD, I'M GONNA CRY AGAIN.
- YOU HAVE TO WANT TO BE BETTER.
SO YOU ALL BETTER DECIDE WHAT YOU WANT.
BECAUSE BASED ON WHAT I SAW TODAY,
I HONESTLY DON'T KNOW WHAT I'M GOING TO DO.
- I FEEL LIKE THAT THE QUESTION FOR WHY THE SALON
IS NOT RETAINING CLIENTS WAS COMPLETELY ANSWERED TODAY.
THE STAFF ARE IDIOTS.
- SO YOU LADIES CAN GET OUT OF HERE.
MEOW, I NEED YOU TO STAY, PLEASE.
I'D LIKE TO SPEAK TO YOU.
WHAT DO YOU THINK ABOUT THE DAY?
- IT WAS VERY EMBARRASSING.
IT WAS VERY-- IT'S VERY SAD.
I THOUGHT THEY WOULD HAVE BETTER SKILLS
OR MORE TECHNICALLY ADVANCED THAN HOW JOEY GRADED THEM.
- WELL, IT WOULD DEFINITELY ANSWER WHY NO ONE
COMES BACK TO THIS PLACE.
AND AS AN OWNER, YOU MAY NOT KNOW HOW TO BE A TECHNICIAN,
AND YOU MAY NOT HAVE A LICENSE...
- RIGHT. - BUT UNLESS THEY'RE HAVING
PROPER HANDS-ON EDUCATION,
IT'S NOT GOING TO IMPROVE THEM.
- IT GETS FRUSTRATING AFTER A WHILE IF IT FEELS
AS IF I KEEP PUSHING ON TO YOU SOMETHING THAT SHOULD BE
OF NATURAL INTEREST TO YOU IN YOUR OWN PROFESSION.
- SO INSTEAD OF HELPING THEM,
YOU'RE SAYING, "I CAN'T BE BOTHERED."
- YOUTUBE IS ONLY GOOD FOR SO MUCH.
BUT THAT'S PRETTY MUCH A LOT OF WHAT I HAVE RIGHT NOW
IN TERMS OF RESOURCES, GOING ONLINE, FINDING STUFF,
ASKING THE GIRLS TO BRING IN THEIR TEXTBOOKS THAT THEY HAD
WHEN THEY WERE IN SCHOOL.
- BUT OKAY, HERE'S THE THING. - RIGHT.
- THE TEXTBOOK THAT THEY HAD IN SCHOOL
ISN'T GOING TO TEACH THEM JACK [bleep].
- RIGHT. - THERE YOU GO.
THAT'S THE HONEST TRUTH.
AND YOU DON'T SEEM TO REALIZE THAT PART OF THE RESPONSIBILITY
OF BEING AN OWNER IS MAKING SURE
THAT YOU HAVE THE RIGHT PEOPLE WORKING IN YOUR BUSINESS
AND THAT THEY HAVE THE EDUCATION
THAT THEY NEED TO BE SUCCESSFUL.
YOU KNOW, AS CLEAR AS IT WAS TODAY THAT YOUR STAFF
NEED A HELL OF A LOT OF WORK ON THEIR SKILLS,
IT'S ALSO CLEAR THAT YOU NEED A LOT OF WORK
ON YOUR LEADERSHIP.
- ARE YOU SERIOUS, TABATHA? NO. I--
- YEAH, I'M SERIOUS.
- I'M FULLY COMMITTED TO MY SALON AND TO MY TEAM,
AND TODAY WAS VERY DISAPPOINTING.
- YOU, AS THE OWNER,
SET THE BAR OF, "THIS IS WHAT I WANT MY BUSINESS TO BE.
"THIS IS WHAT I WANT MY CLIENTS TO EXPERIENCE.
"THIS IS HOW I WANT MY STAFF TO PERFORM, TO ACT,
TO DRESS, TO CONDUCT THEMSELVES."
AND YOU'RE JUST NOTHING.
YOU SHOW THE SAME ENTHUSIASM FOR YOUR BUSINESS
THAT YOUR STAFF SHOWED TO ME TODAY IN THE EVALUATION: ZERO.
IF THINGS DON'T CHANGE DRAMATICALLY,
YOU WILL NOT BE ABLE TO KEEP YOUR DOORS OPEN.
SO TOMORROW, WE HAVE TO START TO TURN THINGS AROUND.
- SHE'S RIGHT.
EVERYTHING IS ULTIMATELY MY RESPONSIBILITY.
IT STARTS WITH ME. IT ENDS WITH ME.
I NEED TO BE A BETTER LEADER
AND START HAVING HIGHER EXPECTATIONS OF THE TEAM
IN TERMS OF HOW MUCH EFFORT THEY PUT INTO THEIR EDUCATION.
- MEOW NEEDS TO CHANGE A LOT MORE THAN HER HAIR
IF SHE WANTS TO SAVE THIS BUSINESS
BECAUSE THE WORK IN THIS SALON IS AWFUL,
SO TODAY, WE'RE GOING TO START WITH THE BASICS.
YOU ALL REMEMBER JOEY FROM YESTERDAY.
- HI. - YES.
- WHEN I LEFT YOU ALL YESTERDAY,
THE ONE THING THAT I REALIZED YOU ALL NEED IS EDUCATION.
YOU HAVE A LOT TO LEARN.
AND IF YOU DON'T LEARN IT, HONESTLY,
YOU'LL HAVE A HARD TIME GETTING A JOB
AT ANY DECENT NAIL SALON.
JOEY... - PERFECT.
- YOU'RE GOING TO START THE TRAINING.
- I WAS REALLY EXCITED,
BECAUSE I DID LET HER DOWN YESTERDAY.
AND I'M GLAD THAT SHE GAVE US ANOTHER CHANCE.
- MY CLIENT IS LOOKING FOR PINK AND WHITES.
I'M GOING TO DO A PINK AND WHITE SCULPT,
AND THEN I'M GONNA DO A TIP AND AN OVERLAY.
- OKAY, GREAT.
- I'M GONNA GET THE FORM UP UNDER HER NAIL.
I WANT TO MAKE SURE THAT IT FITS.
I'M GONNA TAKE MY BRUSH.
I WANT IT TO STAY WHERE I PLACE IT.
OKAY.
- YOU MAKE IT LOOK SIMPLE.
[laughter]
- IT'S JUST ABOUT TRYING TO KEEP YOUR PRODUCT IN CONTROL.
OKAY, SO I'M PULLING THE PINK OVER.
EVERYTHING LOOKS SMOOTH.
AND IT LOOKS NATURAL. - IT DOES.
- SO NOW, WE'RE GOING TO DO A TIP.
- YES. - RIGHT? OKAY.
- WHEN YOU PUT YOUR TIPS ON,
WE'RE GONNA COME THIS DIRECTION, LIKE SO.
- I NOTICED WHEN YOU WERE PUTTING THE TIP ON,
YOU TOOK YOUR TIME AND WAIT FOR THE GLUE TO DRY.
- YES, I WANT TO MAKE SURE THAT MY TIP IS DEFINITELY DRY.
- JOEY'S, LIKE, A GODDESS. LIKE, A NAIL GODDESS.
LIKE, YOU WANT TO HAVE HER AS YOUR FRIEND.
SHE IS GREAT.
SHE HAS SO MUCH KNOWLEDGE,
AND SHE'S JUST SO SECURE.
AND SHE KNOWS WHAT SHE'S DOING. IT'S GREAT.
- AND I'M JUST GRADUATING THE FILES.
- WOW. LOOK AT THAT SHINE.
- SO YOU DON'T NEED TOPCOAT WHEN YOU'RE DONE.
- YOU DON'T NEED ANYTHING.
- BEAUTIFUL. [overlapping chatter]
- OKAY? SO IS THAT NICE?
- LOOK AT THAT. - IS IT NICE AND THIN?
- THAT'S BEAUTIFUL. THIS IS THE FORM.
THIS IS THE TIP.
YOU REALLY CAN'T TELL THE DIFFERENCE.
NOW IT'S YOUR TURN.
- PINK AND WHITES ARE HARD, JUST BECAUSE YOU NEED
TO SEPARATE THE WHITE FROM THE PINK.
AND IT'S JUST, LIKE, IT'S NOT AS EASY AS IT SEEMS.
- JOEY, I'M GONNA NEED A LOT OF HELP HERE,
BECAUSE I REALLY DON'T DO MUCH ACRYLICS.
- MM-HMM. OKAY. LET'S START WITH HER PINKIE.
- HAVING A CLASS WITH JOEY, TO ME,
IS LIKE A DREAM COME TRUE.
- KEEP PATTING. PRESS, PRESS, PRESS.
VERY GOOD. - 'CAUSE I REALLY CARE.
AND I WANT JOEY ESPECIALLY TO SEE THAT I REALLY CARE.
THAT'S WHY I'M HERE, TRYING TO MAKE THE PLACE BETTER.
- PERFECT.
- SHE CATCHES ON QUICK.
- SHE DID.
MM, LOOKS PRETTY GOOD.
I'M VERY IMPRESSED.
START--AND PRESS. FANTASTIC. I LOVE IT.
- TODAY WENT A MILLION TIMES BETTER THAN YESTERDAY.
YESTERDAY, I FELT LIKE [bleep],
AND TODAY I FELT WAY BETTER. [laughs]
- SPEECHLESS. THAT'S BEAUTIFUL.
I EVEN RECOGNIZE IT. THAT'S GREAT, NIA.
- WHAT DO YOU THINK OF WHAT EVERYONE'S DOING?
- I THINK-- I THINK IT'S AMAZING.
- AND IT'S NICE TO SEE YOU TAKE INTEREST AS WELL,
WHICH IS GOOD.
- AFTER SEEING THE GIRLS TRY SOMETHING FOR THE FIRST TIME,
I TOTALLY HAD THAT "AHA" MOMENT.
- YOU HAVE TO ENCOURAGE THEM TO CONTINUE...
- I WILL. - TO PRACTICE, PRACTICE,
PRACTICE, EVEN IF THEY DO IT ON EACH OTHER.
- YOU HAVE TO BE PASSIONATE ABOUT WHAT YOU DO,
AND YOU HAVE TO CARE.
IF I DON'T CARE ABOUT MY BUSINESS,
NOBODY ELSE IS GONNA CARE FOR ME.
MY PASSION IS DEFINITELY BACK.
- HOW ARE WE DOING? ARE WE FINISHED?
LET'S HAVE A LOOK, LADIES.
WOW. - MARCIA.
- WHAT DO YOU THINK? - I LOVE THEM.
- YOU LOVE THEM? THAT'S GOOD.
IT'S ALWAYS GOOD TO SEE A SMILE ON A CLIENT'S FACE.
WHAT DO YOU LADIES THINK?
- IT'S GOOD, BUT I CAN DO IT BETTER.
- NICE JOB.
REALLY NICE JOB.
- I'M DEFINITELY GONNA START DOING ACRYLICS.
ALL MY CLIENTS CAN COME FOR ACRYLICS, AND IT'S ON.
- ARE YOU DONE, INE?
- YES, MA'AM.
- I THINK THEY'RE GOOD.
WE'RE TALKING NIGHT AND DAY.
- THE STAFF DEFINITELY SHOWED MORE INTEREST TODAY WITH JOEY.
THERE WAS SOME IMPROVEMENT.
AND THAT AT LEAST GIVES ME HOPE
THAT THEY'RE HEADED IN THE RIGHT DIRECTION.
HOW DO YOU ALL FEEL ABOUT TODAY?
- I FEEL MUCH BETTER.
- FROM YESTERDAY AND TODAY IS JUST A WHOLE DIFFERENCE.
- I CAN'T EVEN TELL YOU THE IMPROVEMENT.
I AM VERY, VERY PROUD OF YOU,
AND I KNOW YOU CAN DO BETTER. - THANK YOU VERY MUCH.
THANK YOU VERY MUCH. - I KNOW IT.
- THANK YOU SO MUCH. - WE CAN'T SAY THANK YOU ENOUGH.
- YEAH. - [laughs]
- WHAT DID YOU LEARN ABOUT YOUR STAFF TODAY?
- I LEARNED THAT THEY CAN DO IT.
THEY CAN TOTALLY DO IT.
WE LEARNED A LOT ABOUT EACH OTHER TODAY.
BUT MORE THAN ANYTHING, WE KNOW IT'S DOABLE
AND IT'S NOT HARD AND IT'S NOT IMPOSSIBLE.
- SO YOU SHOULD FEEL GOOD. - ABSOLUTELY.
- SO, JOEY, AGAIN, THANK YOU. - I'M REALLY PROUD OF YOU GUYS.
- THANK YOU. - THANK YOU.
- WE HAVE TO GET OUT OF HERE,
BECAUSE WE HAVE TO GO BACK TO THE SALON.
ALL RIGHT, SO YOU READY?
- YES. - ALL RIGHT, LET'S GO.
MEOW SHOWED SOME IMPROVEMENT TODAY.
SOMETIMES, IT EVEN SEEMED LIKE SHE CARED.
BUT REOPENING DAY WILL BE THE TEST
TO SHOW IF SHE REALLY CHANGED
OR IF SHE'S JUST FULL OF [bleep].
YOU READY TO GO SEE? - YES.
[shrieks and laughs] - OH, MY GOODNESS!
- THERE'S A LOT OF THINGS IN THIS PLACE
THAT NEED TO BE IMPROVED ON.
TIME FOR THE "U" BAR TO GO.
- WHOO!
[laughter]
- SO YOU NEED TO CARRY THIS OUT
AND PUT IT ON THAT TRUCK OUT THERE.
- OMG.
- THE "U" BAR IS HIDEOUS.
IT IS STAINED. IT IS DISCOLORED.
IT NEEDED TO GO.
- YAY, IT'S GOING!
WHOO! [laughs]
- SEEING THE "U" BAR DRIVE AWAY ON THE TRUCK WAS GREAT,
'CAUSE I DON'T EVER WANT TO SEE THE "U" BAR AGAIN.
- MM-HMM. - BYE.
- GOOD MORNING, EVERYONE. - HI, GOOD MORNING.
- HOW ARE YOU ALL FEELING?
- EXCITED. - NERVOUS.
- YEAH. - NERVOUS.
- YOU READY TO GO SEE? - YES.
all: YEAH. - OKAY. LET'S GO.
- [shrieks and laughs]
- OH, MY GOODNESS. - OH, MY GOD, IT'S SO PRETTY.
- THE SALON WAS AMAZING!
[laughing] OH, MY GOD!
- AS YOU CAN SEE, I'LL START WITH THE FLOOR.
- YES. - YES!
GONE IS THAT DISGUSTING FLOOR.
[cheers and applause]
REPLACED BY A NICE, DARK WOOD-FINISH FLOOR,
WHICH IT LOOKS MUCH NICER, MUCH CLEANER.
- LIKE, HOLY CRAP. LOOK AT THE FLOOR.
THEY WERE BEAUTIFUL.
- YOU KNOW WHAT?
WHAT I WANTED TO DO IS JUST LIGHTEN THIS PLACE UP.
AND YOU CAN SEE BRAND-NEW PEDICURE SEATS...
- WOW. - SO NICE, THANK YOU SO MUCH.
- THAT ARE REALLY, REALLY, NICE
WITH FOOT BATHS THAT HAVE DISPOSABLE LINERS.
AND THE REASON THAT'S REALLY IMPORTANT
IS BECAUSE YOU CAN THROW THEM OUT.
YOU'RE NOT TRANSFERRING ANY KIND OF GERMS TO ANYONE.
PEOPLE CAN SIT HERE AND RELAX AND GET A PEDICURE.
YOU GUYS ARE COMFORTABLE WITHOUT BREAKING YOUR BACKS.
AND NOT ONLY ARE THESE NEW, THEY'RE ALL STOCKED.
THE "U" BAR IS GONE, AS YOU KNOW...
- YES.
- AND HAS BEEN REPLACED WITH THESE BEAUTIFUL NEW STATIONS.
- I LOVE THE COLORS. I LOVE THE FURNITURE.
I LOVE EVERY SINGLE DETAIL IN THAT SALON.
THE WHOLE THING WAS AMAZING.
- SO TODAY'S GONNA BE A BIG DAY.
IT'S A NEW BUSINESS WITH A NEW LOOK.
TODAY IS ABOUT CHANGING THE REPUTATION.
CLIENTS WALK OUT SAYING, "OH, MY GOD.
"NOT ONLY IS THE PLACE GREAT-LOOKING.
"THE SERVICE IS GREAT.
"MY NAILS ARE GREAT.
AND I CAN'T WAIT TO GO BACK THERE."
GET EVERYTHING SET UP, GET EVERYTHING READY,
BECAUSE CLIENTS WILL BE HERE SOON.
OKAY? - ALL RIGHT.
- LET'S GO, LET'S GET SET UP
AND GET READY FOR CLIENTS.
CAN YOU GRAB A COUPLE TOWELS HERE
FOR EACH STATION, PLEASE, INE?
AND IF YOU GUYS HAVE MORE THAN ONE CLIENT TODAY,
REMEMBER THAT YOU'RE GONNA TAKE EVERYTHING AWAY
WHEN YOU GUYS ARE DOING YOUR SETUPS FOR YOUR NEW CLIENT.
- I DO FEEL THAT MEOW HAS CHANGED.
SHE SEEMS MORE IN CHARGE.
- YOU GUYS, TRY AND REMEMBER SOME OF THE STEPS
THAT YOU LEARNED FROM JOEY.
- LIKE, SHE'S TAKEN REIN OF THE WILD HORSE.
- BRIGITTE, WE'RE PUTTING THEM IN THE TRAY,
'CAUSE YOUR CLIENT'S HANDS ARE GOING TO GO ON THE TOWELS.
- SHE IS PUTTING EVERYBODY IN CHECK
AND MAKING SURE THAT THEY KNOW THAT SHE'S THE BOSS.
- I'M ACTUALLY MEOW. I'M THE OWNER OF THE PLACE...
- WELL, IT IS A PLEASURE TO MEET YOU.
- AND I FELT REALLY BAD WHEN YOU WERE HERE LAST TIME,
AND WE DIDN'T TAKE CARE OF YOU. - OKAY.
- SO THANKS FOR GIVING US THE OPPORTUNITY TO FIX IT.
- APPRECIATE IT.
- I'M READY TO BRING MY A-PLUS GAME TO REOPENING DAY.
AND I'M READY TO WOW ALL MY CLIENTS
AND MAKE SURE THAT THEY ALL LOVE THEIR NAILS.
- YOUR HANDS LOOK GREAT WHEN YOU HAVE LENGTH ON YOUR NAILS.
- YEAH, IT LOOKS NICE. IT LOOKS REALLY NICE.
- YOUR FINGERS LOOK SO INCREDIBLY LONG.
IT'S GREAT.
- I DEFINITELY THINK THE SALON CAN TURN AROUND.
IF WE ARE PUMPED UP LIKE TODAY, WE CAN DO IT.
- YOU LIKE THE SPARKLES?
- I LIKE IT. - YOU LIKE IT?
- I DO, MM-HMM.
- I THINK EVERYBODY'S GETTING THE HANG OF IT.
I'M PROUD. I'M PROUD OF THEM.
I HOPE THEY WORK AT IT.
WHEN WE HAD THOSE COUPLE DAYS OFF,
I REALLY TOOK TO HEART THERE ARE CERTAIN EXPECTATIONS
THAT THE TEAM HAS OF ME AS THE OWNER OF THE SALON,
AND I REALLY WANTED TO FOLLOW THROUGH ON THAT.
I SAT DOWN THIS WEEKEND AND I TYPED UP NEW EXPECTATIONS
AND I TYPED UP SCHEDULES. - THAT'S GREAT.
- AND WE'RE GONNA BE OPEN--
STARTING OPENING AT 9:00 A.M.
YEAH, WELL, HOPEFULLY WE'LL SEE
AFTER WE HAVE OUR STAFF MEETING
AS WELL, ON TUESDAY, THAT THEY REALIZE
IT'S NOT JUST GONNA BE THE SAME--
THE SAME OLD, SAME OLD, 'CAUSE IT'S NOT.
- OKAY, GOOD.
- MY PASSION IS DEFINITELY BACK,
AND I'M DEFINITELY GONNA BE FOLLOWING THROUGH.
AND I'M GONNA BE LEADING BY EXAMPLE,
AND I'VE REALLY TAKEN TO HEART ALL THE CONVERSATIONS
THAT WE'VE HAD OVER THESE PAST FEW DAYS.
- HOW DO YOU LIKE THE COLOR? - I LOVE THE COLOR.
I DEFINITELY LOVE THE COLOR.
- OKAY. I THINK REOPENING DAY WENT GOOD.
I SHOWED TABATHA THAT I KNOW HOW TO DO NAILS.
SO I'LL BE SEEING YOU IN TWO WEEKS.
- YES, YOU WILL. - [giggles]
- I'LL BE BRINGING IN THE CREW, MY MOM AND MY SISTERS.
I'M GONNA SHOW MEOW THAT, YOU KNOW,
I CAN JUST PERFECT MY WORK.
AND I KNOW THAT SHE'S GONNA SEE THAT,
BECAUSE I'M GONNA SHOW HER.
- WHAT'S WRONG? - I WANTED A--
I WANTED A MINUTE TO TALK TO YOU.
I JUST WANTED TO THANK YOU FOR EVERYTHING YOU'VE DONE FOR US.
THANK YOU VERY MUCH. - YOU'RE WELCOME.
- WE REALLY NEEDED HELP.
AND IT'S JUST SO MUCH CONVENIENT NOW TO GET AROUND EVERYTHING.
- IS IT MORE COMFORTABLE? - YEAH.
BEFORE IT WAS SO HARD TO GET THROUGH EVERYTHING,
AND THE CLIENTS WERE UNCOMFORTABLE.
I JUST LOVE EVERYTHING. THANK YOU VERY MUCH, TABATHA.
THANK YOU. - YEAH.
- THE STAFF AT MANI-KIR ROYALE IS REALLY STEPPING UP TODAY.
THEIR CLIENTS ARE LEAVING HAPPY,
AND THEY'RE EVEN REBOOKING.
WITH A LITTLE MORE SELF-CONFIDENCE AND EDUCATION,
THEY MAY HAVE A SHOT AT TURNING THIS BUSINESS AROUND.
SO WHILE EVERYONE'S FINISHING OFF,
WHY DON'T YOU AND I GO AND SIT DOWN
AND TALK ABOUT MY FINAL RECOMMENDATIONS.
- OKAY. - OKAY?
HOW DO YOU THINK THE DAY WENT?
- UM, I THINK THE DAY WENT OKAY.
- ONE OF THE RECOMMENDATIONS I WANTED TO MAKE TO YOU
IS THAT YOU REALLY NEED TO COMMIT TO YOUR BUSINESS
TO MAKE SURE THAT YOU CAN LEAD YOUR STAFF.
- RIGHT.
- BECAUSE YOU WERE VERY DIFFERENT TODAY.
- OKAY, THANK YOU. - YOU DID LEAD BY EXAMPLE.
YOU WERE INTERACTIVE WITH YOUR STAFF AND YOUR CLIENTS.
I DIDN'T SEE THAT WHEN I FIRST CAME HERE.
YOU KNOW, THE OTHER THING THAT I RECOMMEND IN HERE
IS EVERYONE SHOULD BE DOING EDUCATION.
- OKAY.
- WITHIN THE NEXT FOUR WEEKS,
EVERYONE HAS TO TAKE A CLASS.
- YEAH, ABSOLUTELY.
- GIVE THEM INSTRUCTION AND A GOAL,
BECAUSE THEN IT WILL HELP YOU TO SEE WHO FOLLOWS THROUGH.
- OKAY.
- AND MY OTHER RECOMMENDATION FOR YOU
IS THAT YOU HAVE TO GIVE CONSEQUENCES.
- YES. - OTHERWISE, IT WON'T CHANGE.
- RIGHT. - IT WILL JUST GO RIGHT BACK
TO HOW IT WAS WHEN I WALKED IN HERE A WEEK AGO.
- RIGHT. - AND REMEMBER
YOUR MANAGEMENT BACKGROUND...
- MM-HMM. - AND APPLY IT.
REMEMBER THAT THIS IS YOUR COMPANY.
- RIGHT. - IT'S YOUR MONEY.
- YEAH. - IT'S YOUR REPUTATION.
SO IF YOU CARE, HOPEFULLY, YOUR STAFF WILL CARE.
- ABSOLUTELY. - ALL RIGHT.
YOU READY TO GO AND TALK TO YOUR STAFF?
- YEAH.
- OKAY. COME ON.
SO MEOW AND I WERE TALKING,
AND I WAS TELLING MEOW SOME OF MY FINAL RECOMMENDATIONS.
- MM-HMM. - IT LOOKS BEAUTIFUL IN HERE.
- YES, IT DOES. - YES.
- BUT IT DOESN'T MATTER HOW BEAUTIFUL IT LOOKS.
IT'S THE WORK THAT'S GONNA KEEP THE CLIENTS COMING BACK.
- MM-HMM. - YEAH.
- HONESTLY, THERE ISN'T ONE OF YOU IN HERE
THAT DOESN'T NEED MORE WORK.
- I AGREE. - YES.
- YEAH.
- EVERYBODY'S GONNA BE EXPECTED TO ATTEND
"X" AMOUNT OF CLASSES PER YEAR.
WE ALSO TALKED ABOUT IF PEOPLE ARE NOT ABLE
TO FOLLOW A RULE, ALSO FOLLOWING THROUGH WITH PROBATION.
- THERE ARE RULES IN HERE NOW, AND THERE ARE CONSEQUENCES.
- YES. - AND THAT'S A GOOD THING.
AND IT'S MUCH NEEDED.
AND I HAVE ONE LAST THING FOR YOU.
- OKAY. - HERE'S YOUR KEYS.
- THANK YOU. - GOOD LUCK.
- THANK YOU. - KEEP BEING A GOOD LEADER.
YOU GUYS BETTER BEHAVE.
BECAUSE YOU NEVER KNOW, I MIGHT BE BACK.
GOOD LUCK.
- THANK YOU, TABATHA. all: THANK YOU.
GOOD-BYE.
- MEOW HAS REALLY MADE A CHANGE AND BECOME A BETTER LEADER.
IF THIS PLACE IS GOING TO BE SUCCESSFUL,
THE TECHNICIANS NEED A LOT MORE EDUCATION
AND A LOT MORE PRACTICE,
AND I'M NOT CONVINCED THEY CAN DO IT, BUT WE'LL SEE.
- HI.
- HOW ARE YOU?
- GOOD. HOW ARE YOU DOING?
- I'M GOOD.
WHAT HAPPENED TO MEOW?
- IT'S BEEN SIX WEEKS SINCE I WAS AT MANI-KIR ROYALE,
AND WHEN I LEFT, I WASN'T TOTALLY CONVINCED
OF MEOW'S DEDICATION TO HER BUSINESS,
AND HER STAFF WERE IN DESPERATE NEED OF EDUCATION.
I CAN'T WAIT TO SEE IF THEY'VE TAKEN MY ADVICE TODAY.
- HI.
- HOW ARE YOU?
- GOOD. HOW ARE YOU DOING?
- I'M GOOD. HI.
- HOW ARE YOU? - GOOD.
HOW ARE YOU? - GOOD.
WORKING. - WORKING AWAY.
both: HELLO.
- HOW ARE YOU, SAVANNAH? - GOOD.
HOW ARE YOU? - I'M GOOD.
- HELLO.
- HI, THERE!
- HI. I'M TABATHA.
- HELLO, TABATHA. I'M GINO.
- NICE TO MEET YOU, GINO. - NICE TO MEET YOU.
- AND YOU ARE? - I'M THE NEW OWNER.
- THE NEW OWNER? - THE NEW OWNER.
- WHEN DID YOU BUY THIS PLACE?
- ABOUT THREE WEEKS AGO.
- WOW, THREE WEEKS AGO? - MM-HMM.
- WELL, CONGRATULATIONS, I GUESS, ON YOUR NEW BUSINESS.
- WELL, I'VE BEEN AT MY LOCATION SINCE 1983,
JUST DOWN THE STREET.
- SO YOU TOOK AN ESTABLISHED BUSINESS
AND THEN RELOCATED TO THIS SPACE.
- WITHIN HERE, MM-HMM.
- BUT THEN NAILS ARE NEW FOR YOU,
BECAUSE YOUR BUSINESS WAS TANNING.
- YES, YES. - OKAY.
- I THINK THE GIRLS ARE WONDERFUL.
I THINK THEY'VE--
THEY'VE GOT A LOT OF POTENTIAL THAT I SAW IN THEM.
SO HOPEFULLY THIS WILL BE A GOOD MATCH FOR BOTH OF US.
- YOU ALL MUST'VE FREAKED.
- I WAS JUST-- I FELT SO BETRAYED,
BECAUSE I'VE BEEN HERE SINCE SHE BOUGHT THE SHOP.
- YES. - OVERWHELMING, BUT--
- HOW DO YOU FEEL NOW ABOUT GINO BEING THE NEW OWNER?
- EVERY DAY, IT GETS BETTER.
YOU KNOW, HE LISTENS TO US.
AND HE ASKS US, "IS THIS GOOD FOR YOU GUYS?"
YOU GUYS--YOU KNOW, SO HE'S MAKING US FEEL GOOD.
HE'S--I THINK IT'S GONNA BE GOOD.
- TELL ME, HOW IS BUSINESS SINCE I LEFT?
HAVE YOU SEEN AN IMPROVEMENT IN BUSINESS?
- IT'S--YOU KNOW, IT WAS KIND OF SLOW FOR TWO WEEKS,
BUT NOW IT'S PICKING UP AGAIN.
- OKAY. - YEAH.
- AND ARE YOU NOTICING CLIENTS ARE COMING BACK?
- OH, YEAH, DEFINITELY. - OKAY.
- AND THANK YOU VERY MUCH, TABATHA.
THANK YOU FOR EVERYTHING, EVEN THOUGH MEOW JUST--
JUST--BUT MAYBE IT'S A GOOD THING, I GUESS, RIGHT?
'CAUSE NOW WE HAVE SOMEBODY THAT'S REALLY INTERESTED
IN MAKING THE BUSINESS GROW.
I THINK, IN THE END, IT'S GONNA BE GOOD
BECAUSE A LOT OF GINO'S CLIENTS COME IN,
AND THEY'RE STARTING TO SEE THAT WE HAVE NAILS NOW
AND THEY WANT TO GET SERVICES DONE.
SOMETIMES ONLY THE THREE OF US, WE CAN'T TAKE IT.
LIKE, IT'S TOO MUCH, YOU KNOW?
BUT IT'S PICKING UP.
- WHAT HAPPENED TO MEOW?
- THREE THURSDAYS AGO, SHE JUST KIND OF TOLD US,
"I SOLD THE SALON."
- YOU ALL HAD TO BE TOTALLY GOBSMACKED.
- YEAH, I WAS.
- WHAT HAPPENED TO INE? - INE LEFT.
- WHAT HAPPENED TO NIA? - I THINK SHE QUIT.
- MEOW REALLY WASN'T PROVIDING ANY EDUCATION FOR YOU GIRLS.
- MM-HMM. - HAS THAT CHANGED NOW?
- YES. ME AND BRIGITTE WENT TO A CLASS TOGETHER.
- THAT'S GREAT. - ALSO, MARCIA HAS BEEN
GOING TO CLASSES AS WELL.
SO WE'RE ALL JUST KIND OF SEEKING OUR OWN.
- AND HOW DO YOU FEEL ABOUT EVERYTHING?
I HEAR THAT YOU'VE GONE TO GET SOME EDUCATION.
- YEAH.
- DO YOU FEEL BETTER ABOUT YOUR SKILLS NOW?
DO YOU FEEL LIKE YOU'RE STRONGER IN YOUR SKILLS?
- YES, I DO FEEL A LOT STRONGER, YEAH.
- SO THAT MEANS THAT YOU CAN DO BETTER WORK...
- YEAH. - AND MAKE MORE MONEY.
- EXACTLY. I THINK THE PLACE
IS A LOT BETTER WITHOUT MEOW HERE
BECAUSE IT'S A DIFFERENT ENVIRONMENT.
COMPARED TO WHAT WE HAD BEFORE, IT'S--
IT'S A PRETTY GOOD CHANGE.
- WOW, I'M SHOCKED. MEOW PROVED ME RIGHT.
SHE REALLY DIDN'T HAVE ANY PASSION FOR THIS BUSINESS.
EVEN WORSE, SHE SHOWED TOTAL DISREGARD FOR HER STAFF
WHEN SHE SOLD THE PLACE.
HOPEFULLY, THE NEW OWNER, GINO,
TAKES THE INITIATIVE TO TURN IT AROUND.
NEXT TIME ON TABATHA TAKES OVER...
- I AM NOT A HAIRSTYLIST. I'M A PHOTOGRAPHER.
BUT NOW I'M STUCK WITH A SALON, AND I NEED HELP.
- YOU'RE A [bleep] ***.
- GUYS, THERE'S CUSTOMERS OUT HERE.
- YOU'RE A [bleep] ***.
- SHE ENLISTED TWO OF THE STUPIDEST PEOPLE
TO BE HER MANAGERS.
- I WOULDN'T LET THE STYLISTS GROOM MY DOG.
- I DON'T KNOW WHAT I'M DOING. - OBVIOUSLY.
- I DON'T KNOW HOW TO RUN A SALON.
- YA THINK? - THIS IS AWFUL.
- FOR MORE INFORMATION AND BEHIND-THE-SCENES FOOTAGE,