Leadership Film Study #009: You Solved the Wrong Problem
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Leadership Film Study #009: You Solved the Wrong Problem
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We react to a salon coach who removes online booking to “control” a packed schedule and explain why that move often hides a capacity constraint instead of solving it. We unpack how booking friction can damage the new guest pipeline, then share practical ways to protect the guest experience while you build the team and systems needed for growth.
• online booking as a value add for guests and teams
• capacity constraints versus “scheduling” symptoms
• high-intent website moments and why friction loses guests
• data on mobile booking expectations and abandoned appointments
• improving service menus, booking rules and guided intake
• why back-to-back scheduling is not the only success metric
• team-based salon model to redistribute demand and preserve relationships
• recruiting and talent development as a guest experience strategy
• when limiting online booking can be appropriate without breaking the digital path
• leadership questions to diagnose the right problem to change
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