July 30, 2021

We’re all ears: Salon Smart HUB Business Breakfast – Take Two

READ ALL ABOUT IT! How’s work right now for salons owners across the UK and Ireland? We hosted our second Salon Smart HUB Virtual Business Breakfast to find out. Here’s your snapshot…

With the doors of salons open once again post-lockdown number, um…we’ve lost count – we figured it was time to get the lowdown from salon owners on what’s being talked about doors in staffrooms across the UK and Ireland.

So, in July, we hosted our second Salon Smart HUB Virtual Business Breakfast – bringing together salon owners from all corners of the nation to have an open and honest discussion about the challenges they’ve faced, the hurdles they’ve leapt over, and the vital lessons learnt.

With the likes of Errol Douglas MBE sitting (albeit virtually) alongside Aberdeen power-duo Jaye MacDonald and Jenn Linton from Linton & Mac, the conversation was destined to be noteworthy from the out-set.

Probed by Creative HEAD editor, Amanda Nottage, our HUB assembly shared insight on a variety of topics including customer behaviour patterns, business strategies post-lockdown, adapting client experiences – as well as key pieces of advice that saw them through the past 18 months.

Hardship due to the pandemic was a key touch point throughout the conversation, however, we also heard positive stories of businesses thriving despite everything, whether becoming more profitable, feeling more valued by clients or enjoying improved communications across the team. It was wonderful to see a glimmer of light after the storm…

A rundown of the key discussion points…

FLEXIBILITY IN WORK

Indisputably the most engaging conversation point was focussed on a move towards more flexible work schedules. All attendees mentioned implementing a change in work timetables and attitudes in order to provide more flexibility. Due to the pandemic forcing both owners and staff members to reassess their priorities, aims and aspirations, it was made clear that being agile, and understanding team needs, has been key to maintaining a positive and motivated workforce. If targets were still being met and the flexibility was reciprocal, then our attendees did not consider this change to be an issue and instead, beneficial.

“I’m now being more flexible when when looking at individual staff needs and requirements” – Ken Picton, Ken Picton Salons

UNPREDICTABLE CLIENT BEHAVIOUR

Opinions differed on topic of client behaviours, with some of our attendees stating that their loyal clients have been a saving grace over the past year, and others describing clients being more demanding and difficult than ever – and the knock-on effect this had on the already stressful experience of reopening. For many, managing the expectations of clients has been incredibly challenging for salon teams, leaving staff unfairly feeling as though they were underdelivering on certain occasions.

“Managing client expectations has been a challenge – clients want their hair to look like it did six months ago, and it’s just not going to happen… explaining that is really hard” – Paul Dromgoole, Zeba Hair

FEELING VALUED

Several attendees mentioned a considerable positive shift within their teams, in terms of charging more accurately and appropriately for their time and services. Largely, it would appear this change is due to the fact staff members have been feeling more valued by clients; after a year of dodgy DIY lockdown styling and experimentation, an increased appreciation by clients of the skill involved in hairdressing has literally paid dividends.

“At the minute there seems to be a whole new lease of life within the team – they’re really pumped that we’re really valued” – Simon Tuckwell, Tuckwell & Co.

TEAM ANXIETY

In spite of the above, all attendees confirmed ongoing feelings of anxiety and vulnerability amongst their teams. As a topic that featured heavily in our Business Breakfast gathering back in February, staff’s mental wellbeing continues to be a major concern for salon owners, feeling a responsibility to help. The mental shift from low-key lockdown to being back in the salon for extended hours and having to be ‘on’ – happy, chatty and positive – all the time with clients, has been causing a lot of general angst. After so long out of the regular routine, and with their social lives not as active as previously, attendees described their team members as finding it hard to project their usual “interesting” and “excited” personas, leading to sustained feelings of vulnerability.

“Staff have found it difficult to get back into the characters they play as a hairdresser, because that’s what we do as hairdressers – we put different hats on for our clients” – Murray McRae, Stag

MISSING THE INDUSTRY

“Where has the creativity gone?” There was agreement across the group that due to the intensity of salon life and the need to do anything and everything possible simply to stay afloat [following lockdown], creativity levels have lessened. Attendees cited they missed the wider industry and the usual inspiration that comes with feeling better connected. Feelings of hairdressing having become more about the nine-to-five, rather than work being just one part of a fabulous and full-filling, opportunity-packed creative industry. Hence, there was a loud call by our attendees to unite the industry – this being vital to its survival.

“We’re really missing our industry, it feels like we’re just doing the day job right now…there’s no fun, there’s no respite, there’s no creativeness” – Jaye MacDonald and Jenn Linton, Linton & Mac