Salon Smart Masterclass teaches the essence of team and client culture
No salon owner can rest on his or her laurels when it comes to customer service – it’s a vital part of every successful salon business. But a contented clientele relies on a first class team, which is why Salon Smart 2014 teamed up with KMS California to deliver essential advice and education on creating a perfect salon culture.
KMS global education manager Claire Wilson and business guru and salon owner, Nicola Smyth, co-hosted #ClientCulture – focusing on properly understanding clients and shaping a customised client experience – while Dawn Slater, senior manager in global sales education at luxury bath and beauty brand, Molton Brown, led the #TeamCulture workshop, sharing a raft of team- and brand-building techniques. Attendees were divided into two small groups for both the morning and afternoon sessions, enabling them to interact with the speakers and each other throughout.
In a room subtly scented with Molton Brown’s signature fragrance, #TeamCulture’s speaker Dawn encouraged attendees to rate each of their team members on a scale of one to 10 before laying out the key questions every salon owner or manager should ask themselves and of their team: can you trust your salon with your team when you’re away? Do you engage your team, such as do they know what they’re competitors are up to? And what’s unique about your brand, such as great location, awards etc, and is your team aware of your USP?
“We all expect the same – so if you do something for one client, you have to do it for all clients, every time,” said Dawn.
The second masterclass, #ClientCulture, saw KMS California and Nicola Smyth from Nicola Smyth Award Winning Hair go into detail about the importance of client perspective and consistency. They then showed three films that KMS California had prepared for the masterclass, which saw the brand hitting the streets and asking consumers what they expected from their consultation and if price was a concern if the product works (answer: no).
