Marketing

Diving into a complete brand refresh

When we switched from our small, boutique ad agency to a larger, multi-layered operation, one of the first projects was an overhaul of our brand. Our 100-salon group had been through upgrades previously, but this was to be a radical refresh. And it came with a huge price tag – …

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MarketingMerchandising

Be Funny, Be Witty, Be Pretty

If we learned one thing from this year’s ISBN conference in Scottsdale, it’s that we are facing multiple disruptors to our businesses, many of which we seem helpless to avert. However there is one disruptor that we can stop. And we should stop it now. Ten years ago, beauty bloggers …

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Employee ManagementMarketing

Leveraging the Network Effect

Using social media for news and updates is a bit like hearing it through the grapevine. Your intended audience may believe only half of what they see and none of what they hear. But all those Millennials on our teams present a huge opportunity to market our brands. Totaling up …

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EducationEmployee ManagementLeadership

What Does Rebooking Mean to You?

When it comes to retention, the number one objective at K Charles is rebooking. More than guest loyalty or retail, rebooking is the go-to measurement to monitor business performance. When I was still behind the chair, my rebooking ran at 87-90 per cent. How did I manage such a high …

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Employee ManagementLeadership

Millennials as the New Boss

Millennials are growing up fast! And they’re quickly becoming the dominant leadership group in the American workforce. In 2015, millennial employees – born between 1980 and 2000 – outstripped the Generation X’ers to become the largest age generation of employees currently working in the US across all demographics. Even more …

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MarketingMerchandising

Flipping a Market Entry Threat to Growth Opportunity

I wasn’t long into my tenure at the 10-location-strong Gene Juarez group when I recognized a potential threat developing. A new breed of spa industry companies was beginning to offer memberships rather than simple per-service charges. Although still relatively new, this model was gaining traction, drawing in clients to their …

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EducationEmployee ManagementOperations

Finding Your Brand in the Detail

When your aim is to recreate something reminiscent of childhood, you have to get it right. It can’t just be a shadow of what passes for authenticity; a false version of reality. Patrons would feel cheated. Every detail must be considered, every service perfected so patrons recognize that it is …

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LeadershipOperations

Is it getting harder to please customers?

Let’s put aside everything on your marketing ‘must-do’ list for a moment and talk about the foundation of any strong, thriving business – the customer relationship. After all, it doesn’t matter how great your pictures are on Instagram or how catchy your posts are on Facebook if your clients aren’t …

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Employee ManagementMarketing

The Modern Grapevine

The advent of the internet, then social media, has forged an intelligent beauty consumer—one who is on top of the latest trends, who researches product ingredients herself, and who always has an eye out for a value-added service or product. For salons like Hello Gorgeous! with five locations in South …

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BlogEmployee ManagementLeadershipMarketing

Company Culture Powers Elle Marie Hair Studio

Elle Marie Hair Studio opened its first salon 9 years ago in the Pacific Northwest after attending Summit Salon Business College—which gave them a firm foundation from Day 1. Now, with three full-service salons and plans for the fourth, the family-owned and operated company is providing a culture that values …

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