From opening a Portland Street salon two decades ago, Inanch London has evolved into a celebrity-favoured destination, offering valuable salon business lessons learned along the way.
Over the past twenty years, Inanch London has not only established itself as a leading salon but has also accumulated a wealth of practical knowledge. Inanch and business partner Joe Emir offer these 20 salon business lessons, distilled from their journey so far. They offer invaluable guidance for salon owners and stylists seeking to build a thriving and sustainable business in the competitive hair industry.
Client Focus & Experience
- Customer experience is everything. Great hair is important, but how clients feel when they walk out is just as important.
- Loyalty is built through trust. Whether it’s a celebrity, full-time mum or working professional, clients return to stylists who listen and make them feel valued.
- Handling complaints professionally is key. Addressing issues with empathy and simple solutions turns unhappy clients into loyal ones.
- Word-of-mouth is the best marketing. Happy clients bring in more business than any ad campaign ever could. They are literally your walking advert.
- Personalised service wins every time. Remembering a client’s birthday, favourite refreshment, or hair history makes all the difference.
Team & Culture
- Always recruit attitude over skills. Skills can be taught, but a great work ethic and positive energy are priceless.
- Ongoing training keeps team members engaged. Investing in training and development keeps the team motivated.
- Dealing with conflicts quickly is crucial. Small issues can escalate if they’re not addressed straight away which has an effect on team morale and the atmosphere in the salon.
- Look after your team. Without the right people your business can’t flourish, so create a supportive and respectful environment.
- Equal standards for everyone. If you’re running a business with employed family or friends, make sure you treat everyone equally with no preferential treatments!
Business Operations & Finance
- Raising prices is necessary. With inflation, rising costs and changes in the economy, charging appropriately for your services is essential to being successful.
- Invest time in introducing different revenue streams. Selling retail products, utilising the backwash or offering add-on services can make a big difference.
- Technology is a gamechanger. Booking apps, automated reminders, and digital marketing all make business more streamlined.
- Cashflow is king. Knowing your numbers and being financial aware is just as important are the quality of your haircuts and colours.
- Delegation is a must. Don’t get caught up with daily admin duties. This will hold you back in forward planning. Try to delegate to your team as much as possible.
Professional Development & Industry Engagement
- Become an expert in your field. Being a specialist will help you stand out from a crowded market.
- Classic skills are timeless. Making sure you’re ahead of the trends is important, but mastering classic techniques is essential to longevity.
- Compliance is non-negotiable. Don’t fall foul of health and safety, employment law and tax regulations.
- Networking is invaluable. Learning from other businesses, entering awards and attending events keeps you and your business fresh.
Adaptability & Growth
- Being flexible is key to longevity. Keep one eye on your business plan but one eye on how the industry is evolving and adapt when you need to.
The journey to building a thriving salon, as Inanch London’s twenty-year evolution demonstrates, isn’t an overnight sensation but a result of carefully navigated stages and consistent application of sound business principles. By embracing these hard-earned lessons, and remaining mindful of fundamental business common sense, salon owners and stylists can lay a solid foundation for sustainable growth and lasting success in this dynamic industry. Inanch and Joe’s experience serves as a powerful reminder that dedication, learning, and a focus on core values are key to achieving longevity and recognition.