May 2019


Remember winners do what losers won’t do


You all have a challenge with no shows in your salons so time to look at how well you manage these. Maybe it is time for a review of your procedures.

Are you sending out your text reminder 2-3 days ahead. For those of you who are sending out the day before think about this. You send the text at 9.00am when you start work. Your client is at work and has a really busy day so does not get time to reply until after work and realise they can’t make their 9.00am appointment tomorrow so they  reply NO. Too late for you to do anything about it. You now have a gap.

Do you follow up when you send a text and you don’t get a reply. That is time to do a follow up phone call. My rule is if no response is received by 1.00pm for reminders sent at 9.00am you start to call. First call is to say “we have not received a response to our reminder text for your appointment (give details of the appointment) could please call or text to confirm.

If no response by 9.00am the next day. A second call that says “we have not received confirmation for your appointment etc. We will hold this appointment until 1.00pm today. If we have not heard from you we will need to allocate this time to someone else. Please call us if you would like to retain this appointment.

Use a cancellation list. You should always have a cancellation list when you are busy and booked out to help fill the gaps of cleints who reschedule their appointments. If you don’t have one you have to hope the phone will ring.

On line bookings are now regarded as a service to busy people. Those salons who are offering and promoting this are definitely winning new clients and providing a valued service to current clients.


Try and think back to the first day you started a new job. It is one of the most stressful things that you can do. It does not matter if it is your very first job or if it is your 10th new job.  You are nervous. By putting yourself in the new person’s shoes it should help you to be more caring and help them to settle in when they join your salon.

Prepare the team for the new person. Tell everyone in advance that you have a new person starting and ask everyone to please make them feel welcome. Explain their role in the salon and any skills and positives that you feel they will bring to the team. Sell them to the team!

A great idea is to allocate a mentor to help them in the first period. They are going to have a lot of questions, some may be little ones that they don’t want to bother you the salon owner with. They do need the answers to be comfortable.

Introduce everyone on the team to the new person and explain to the newbie how each person fits into the team. Try and say something special or positive about each person.
Be sure to have a very open policy in the initial period so the new person feels comfortable about coming to you for any reason.

You want good people to settle in well and like your salon culture and environment. Remember the saying we use always about clients. “You get one chance to make a first impression”. The same applies to that new person joining your team.


Often you are in a situation where you need to explain something that you are good at and it seems like an ego boost to say “I do the best blonde colours” Self-praise is said to be no recommendation. Somehow you do need to get this message across. You want your clients and prospective clients to know you are good, so how do you get this message across without looking like an egotistical hairdresser.

Telling stories is a great way to do this. Here is an example.

“I find that a lot of my clients have a blonde colour. I always make sure when I am colouring a blonde for the first time that I talk to them in detail to determine what sort of blonde they love. I explain there are so many shades and I show them the colour chart and explain the difference and what I think will suit them best. I guess that is why I have such a big blonde following. I make each colour special”

So think about how you can package your expertise and have some stories ready to tell.

If you are a beauty salon the same message can apply for any are you specialise in.


You can tell people how good you are over and over again and it will never be as powerful as when someone else sings your praises. Most salon businesses have a FB page and web site and on these pages is the opportunity for your clients to add reviews for all to see. Have you considered rewarding for those reviews. In your salon have some messages that tell your clients that you reward for reviews. That reward can be whatever you wish to offer. Every salon will offer something different.

When a client leaves your salon and says as they often do “You are the best” ask them to do a review on your FB page or web site. I left a restaurant recently and told them that their food and service was fabulous and they asked me to put a review on their FB page which I was happy to do.

Get others promoting your business. It is hard work to do it yourself all the time.


It’s important to realise just how many people are using mobiles now to search the web and view your website. If it’s not mobile responsive, you won’t just miss out on Google rankings, but you are missing out on sales.

Google’s mobile ranking factors will not only label your site as mobile-friendly, but will also use that to determine if your site should rank higher in the search results. Google said this algorithmic change will have a “significant impact” in the mobile search results, impacting all languages worldwide.


I updated the two versions of my policies and procedure manuals at the beginning of this year. I have a separate one for hair and beauty and I am so pleased that lots of salons have purchased the new version to either update theirs (as it was outdated and did not match the current procedures) or to do a new one (because they did not have).

If you have not updated yours for some time this is a great opportunity to do so. Here is an example of just one of the templates in the manual.


The following points are not just words on a page, but genuinely represent the aspirations I have for our salon. I believe them to be the foundation on which a successful salon is built.

Clients have many options about which salon to choose, and we must create an experience for them that sets us apart from the ordinary for them to continue to choose us.

Our clients do not come to us to purchase a haircut, colour or styling service, they come to us to acquire a great image that affects both how they see themselves and how others see them. They come to us so that when they leave they have confidence in their appearance and know they look their best. They come to us to receive an hour or two of total attention from a dedicated professional who cares and who knows what current fashion is and what will suit them and their budget.

I can assure you that I will always strive:
To provide an enjoyable and professional environment for team members and clients
To offer skills and personal development training to stay ahead of our competition and meet the needs of all clients
To remunerate and reward team members in accordance with results
To build a loyal clientele, based on beautiful hairdressing, consistent service and value
To build and nurture a loyal team by recognition and rewards, flexibility, fun and open communication
To achieve realistic profit results
To continue to grow and improve

Go to and click on the shop to find the manuals and copies of the index to show what is contained in each.


The Roadshows have kicked off and are so much fun. From now until September we may be coming to your town and we would love you to come and join us. De Lorenzo has kindly offered the day to everyone who would like to come along not just to De Lorenzo salons.

Numbers are limited so please don’t leave it too late to book.

Dates & Venues

Adelaide 1st July Hilton – 233 Victoria Square, Adelaide

Perth 8th July Ingot Hotel – 285 Great Eastern Highway, Belmont

Sydney 15th July Pullman – Olympic Boulevard, Sydney Olympic Park

Brisbane 29th July The Colmslie – Wynnum Road, Morningside

Townsville 30th July Mecure Hotel – 166 Woolcock Street, Townsville

Canberra 9th September Novotel -65 Northbourne Ave, Canberra

We will be bringing you a full day workshop covering a range of topics.

I will be delivering two sessions based on ‘The Pursuit of Profit‘ these include, ‘No point in having a salon unless you are profitable’ and ‘The little things that make a big difference to your profit’.

Paula Hibbard will be delivering a session based on her ‘Create, Confidence, Speak’ program. She will take you and your team on a journey to relive why you entered the fabulous world of hair, explain how to create positive perception, build confidence in how to consult creatively, how to educate clients on their hair, how to have returning customers and how to speak with knowledge and poise about your craft.

These workshops will run from 9:30am until 4:30pm.

For more details and to book your ticket please click on the following link:-