photo courtesy of Kara Kemp

Kara Kemp salon coordinator, Tangerine Salon and Spa
Murfreesboro, Tennessee
“We offer a consistent pre-booking rewards program that’s easy to understand and helps guests get the appointments they need. We also offer flexible scheduling for our service providers, which keeps them happy and translates to the guests. We maintain open communication with our stylists and guest needs, utilizing all the tools available for that communication, like DemandForce, Salon Biz Central, Facebook, and good old fashioned huddles and meetings.

photo courtesy of Kim Hunter

Kim Hunter owner, True Blue Salon
Nashville, Tennessee
“First: I never stop learning and attend every educational event I can to learn to be a better leader and salon owner. Leading people isn’t easy, but I try to lead by example and I work really hard. Second: I never stop teaching! I have been in the salon industry since I was 19.  Thirty-one years later, I am still learning new things. I believe that my experience as a stylist and as an owner have to be shared.

photo courtesy of Ihloff Salon and Day Spas

Marilyn Ihloff owner, Ihloff Salon and Day Spa
Four locations in the Tulsa, Oklahoma area
“We have specifically worked on a culture which looks for the strengths and special gifts of each team member. Of course there are basic skills and behaviors that are foundational and non-negotiable, but these are objectives that can be managed through clear expectations and a progressive discipline policy. This leaves managers free to coach more subjective goals and paths to success.”

photo courtesy of Terry McKee

Terry McKee co-owner, Nuovo Salons
Four locations in the Sarasota, Florida area
“Culturally, we’re about innovation. We’re constantly challenging ourselves to move trends that come out—styles the client doesn’t even know they want yet. We’re also innovative in the way we serve clients with better, more honed technical skills. Right now, we’re launching three new tech platforms in the same month that will enhance the guest and stylists experience.”

photo courtesy of Vivian Yeh

Vivian Yeh owner, Josephine’s Salons & Spas
Three locations in the Houston, Texas area
“I am not a behind-the-chair owner, so I only handle the business portion of the salon, so a lot of what we do is because I have the time. I believe the glass is always half empty—but not in a negative way. It’s empty because I can always learn and grow to see what’s next. I’m always asking, ‘How can I do this better?’ or ‘What’s next?’ I have never gone to a class or hired a consultant because we were in trouble. I did it because I wanted to explore what’s next.”

Joseph Rogers and Deke Lee, co-owners of Avantgarde Salons and Spa. photo courtesy of Amanda Sause Photography

Joseph Rogers owner/Founder, Avantgarde Salons & Spas
Three locations in the Destin, Florida area
“I would say one of the contributing factors to our success and growth would be starting our in-house training program and maintaining a strong focus on advanced continuing education, whether it’s for technical classes or the business side of doing hair. We have found that new stylists seek us for that reason. We are known in the area for having a strong education program.”

Kara Kemp salon coordinator, Tangerine Salon and Spa
Murfreesboro, Tennessee
“We shifted as we needed to accommodate different schedules during our regular business hours.  This allowed for more team members to work in the open spots, thus we have 13 chairs and 21 stylists.  We have some double shifting on higher traffic days (someone in 8 a.m.- 2 p.m., then another from 2 p.m.- 8 p.m.), but mostly it’s shifting days so people may work four longer days (seven to 10 hours) instead of five regular (six to seven-hour) days. Saturdays are staggered off depending on stylists’ level.”

Kim Hunter owner, True Blue Salon
Nashville, Tennessee
“I educate all my new stylists through an apprentice program and teach them a path to success. And I teach by example. I practice what I preach to show my team what I’m teaching really works. I also let them know I’m learning better ways to do things as an owner. My team knows I care about them and that I want them to grow for their own happiness. Set your expectations high and then be flexible.”

Marilyn Ihloff owner, Ihloff Salon and Day Spa
Four locations in the Tulsa, Oklahoma area
“Our culture, which emphasizes each person’s strengths, has produced and retained an experienced team that serves as a shining example for new hires and sustains the culture, and thus the growth.”

Terry McKee co-owner, Nuovo Salons
Four locations in the Sarasota, Florida area
“Innovation is one of the vehicles. When I write my Salon Today 200 essays, I have a pad right next to me to write down ideas for next year. I’m a futurist and writing down what I’ve done in the past year is a spring board for new ideas in the future. If we’re doing something successfully, I question what we could be doing to improve it even more next year. Part of our culture is to be willing to make it new, fresh and innovative. I might have a totally different perspective on some of the categories, but writing out the essays has helped me make friends with my logical side and improves my business every year.”

Vivian Yeh owner, Josephine’s Salons & Spas
Three locations in the Houston, Texas area
“We are always looking for new clients and constantly making sure existing clients are happy. We continue to get 200-300 new clients every month at our main location, and much of that is due to staying in front of marketing trends. Years ago we were on the radio selling gift certificates, then we started doing makeovers on TV shows, which was successful. Then we got our website and social media going. Now, our main focus is giving back to society while networking and creating new business. We’re involved in the chamber of commerce, local schools, women’s clubs, etc. We volunteer and simultaneously showcase the salon.  Involved in a lot of chamber of commerce, local schools, etc.”

Joseph Rogers owner/Founder, Avantgarde Salons & Spas
Three locations in the Destin, Florida area
“When it comes to sustaining growth and being relevant after having been in business for twenty years, you must be open to change and willing to listen to new ideas. You have to know that how things were done in the past is not always going to be the best way to conduct business in the future. For example, Instagram has been a key driver for attracting new guests into the salon. Some stylists are using Instagram as an online portfolio where guests can view their work and use pictures posted as a guide to helping them communicate what it is that they are looking for in terms of style and color.”

Kara Kemp salon coordinator, Tangerine Salon and Spa
Murfreesboro, Tennessee
“Following our hearts.  We have made bigger strides to do more creative philanthropy, building upon the stories that endear us about our community and the endeavors that keep our creativity alive. We host a fashion show, trunk show and various other events in the name of FUN and heart. We also developed a flexible schedule for our service providers that keeps them happy.”

Kim Hunter owner, True Blue Salon
Nashville, Tennessee
“Last year, I sent my team to Qnity to give them the tools to understand and grow their numbers.  It has been a big hit—everyone has grown, and I even have one person who has grown their numbers by 32 percent! Goal-setting has been a big one for the salon as a whole and for the stylists as individuals.”

Marilyn Ihloff owner, Ihloff Salon and Day Spa
Four locations in the Tulsa, Oklahoma area

photo courtesy of Ihloff Salon and Day Spas

“We love the Qnity program and have implemented and embraced it for about three years. This program helps team members to set and measure personal and professional goals in order to ‘Earn more money, do what you love, and have a life.’ People tend to support what they help to create and has leveraged the culture by creating a true partnership between coaches and team members.”

Terry McKee co-owner, Nuovo Salons
Four locations in the Sarasota, Florida area
“Regular meetings with our leadership team with strategic planning. Wildly creative ideas are distilled down to an action plan with dates and responsibilities. We have deadlines by the next meeting so people are held accountable.”

Vivian Yeh owner, Josephine’s Salons & Spas
Three locations in the Houston, Texas area
“When Neill brought Red Chocolate to Houston it opened a new door for us. Both stylists and managers attended and learned how the consultation, home care, upselling, etc. are all part of the complete package. Our stylists feel more comfortable now with color techniques like balayage and ombre and we put photos of our work on social media. It was the best thing for us.”

Joseph Rogers owner/Founder, Avantgarde Salons & Spas
Three locations in the Destin, Florida area
“In recent years we have been more aware of our online image, so we try to respond to all reviews, both good and especially those not so favorable. DemandForce has been a key driver in gaining reviews. We have found that clients are not only reading the reviews but also looking at the number of reviews. We have been told the number of reviews we have compared to other salons in the area played a role in their choice when it came to choosing a new salon. I think when a perspective guest sees a review in which a concern has been voiced with a response from a member of the management team it helps ensure a positive experience will be had and ease the anxious feelings that come with trying something new.”

Kara Kemp salon coordinator, Tangerine Salon and Spa
Murfreesboro, Tennessee
“Creativity and communication are an investment far reaching beyond any number you can’t crunch on the front end. You have to have a strong business structure in place, and then listen to your team. And then sometimes, you just have to take the gamble. Communicate, stay focused and have fun!”

Kim Hunter owner, True Blue Salon
Nashville, Tennessee
“My advice to any salon owner, is to be humble and roll with the punches. Things change, generations change and although foundations are incredibly important, sometimes we really have to look at where we can change to make our businesses a relevant, attractive place to work. I really believe we have to reach out and get help from our mentors and I have recently hired a consultant to get me to the next level. Again, lifelong learning is really the only answer.”

Marilyn Ihloff owner, Ihloff Salon and Day Spa
Four locations in the Tulsa, Oklahoma area
“Hire carefully, create solid systems, respect and stay connected with each person on the team.”

Terry McKee co-owner, Nuovo Salons
Four locations in the Sarasota, Florida area
“You must be willing to lead, coach and support while looking at your culture. You also need to look at the big picture and dive into details and look at your drivers like retail, pre-booking, retention, etc. Meet with your team members individually on a regular basis and really educate yourself on what their dreams and desires are—that’s when you get the buy-in.”

Vivian Yeh owner, Josephine’s Salons & Spas
Three locations in the Houston, Texas area
“Have intention and purpose. I don’t do, say or sponsor anything without knowing my purpose and desired outcome. That applies to challenges with staff—I know the end result I want before I go into a conversation. It also applies to attending charity or community events. And my stylists know their purpose and intention when talking to clients. If the client is talking about an upcoming vacation, the stylist should be asking them if they need travel-size products. If you really understand purpose and intention, you will approach things differently.”

Joseph Rogers owner/Founder, Avantgarde Salons & Spas
Three locations in the Destin, Florida area
“The salon industry, as most are, is an industry built on relationships. With the world moving towards a platform that is more digital in nature, the importance of relationships is greater than ever. One cannot lose site of what great customer service means and how the guests crave that. If a guest feels they aren’t receiving that we all know there is someone else one click away that may be able to provide it. It’s our job to make sure we give our all to every guest, every time.”