The group of hairdressers, aestheticians, masseuses, manicurists, and receptionists standing in front of us were supposed to be my biggest (and likely only) asset if we were to turn this ship around. 

As we walked with the owner into her salon & spa, the tension in the air could be cut with a knife. Not what I expected. It sure didn’t seem like the owner understood the full extent of it either. As she cheerfully introduced me as a new manager, I could feel their secret eye roll (great, another guinea pig – just what we need).

I also saw disappointment, sadness, fear, anger, lost hope, agony, and defeat in their eyes.

As I tried to read the room, instead of a rah-rah speech, I turned into briefly thanking them for meeting me. I appreciated the given opportunity. It was met with polite but reserved reception. I asked for a few days to catch up with the daily operations and announced that I would like to meet everyone individually soon.

It didn’t take long...