‘It starts before the client even walks through the door. Clear, friendly communication – whether by phone, email or SMS – sets expectations and makes them feel valued before they arrive. The moment they step in, they should feel acknowledged, welcomed and reassured that they’re in good hands.’ – Billy Ryan, Director of Tribe, Clapham Common
‘First impressions happen in seconds, so they have to be felt. Before a client steps inside, they’ve already experienced our brand through our social media, our website and even word of mouth. That’s why we make sure everything is aligned; the energy you see online is exactly what you walk into in the salon.’ – Samantha Cusick, Founder of Stā Studios and Samantha Cusick London
‘At Safy B’s, we have one rule, you must be the first person to smile when a client walks through the door. As we like to say, “A smile is the prettiest thing you can wear, and it’s completely contagious!” We strive to make sure the salon feels inviting, energetic and fun, whilst still maintaining a luxury, professional experience.’ – Safy Burton, Owner of Safy B’s, Aylesbury
‘At Nicholas James Hair, luxury meets tranquillity. As soon as a client walks through the door, they’re transported to a serene oasis where they can escape the hustle and bustle of everyday life. We want our clients to be able to immerse themselves in an atmosphere of indulgence and refinement, where every detail has been carefully curated to elevate their experience. We ensure that our clients feel like royalty as soon as they walk through the doors to our sophisticated and comforting environment.’ –Nicholas James, Owner of Nicholas James Hair, London
‘The perfect first impression is all about the details – the ones people notice and the ones they don’t even realise they’re picking up on. Things like the scent of the salon, candles burning, fresh flowers and a reception area that feels like a luxury lounge, complete with crisp, up-to-date magazines. We’ve also introduced an inspiration library with books for guests to browse. But above all, the most important part is that everyone who walks through our doors is acknowledged, welcomed and made to feel like the most important person in the room.’ – Benjamin Shipman, Director of The Hair Movement, Sidcup
‘When we refitted the salon, we put a lot of thought into the design and feel of our reception area. Primarily, the Front of House needs to be inviting, comfortable and not intimidating. We used the décor and soft furnishings to make the area feel like someone’s front room. This is a trend that we’re seeing in restaurants and hotels as it creates more of a heritage feel – that sense of belonging somewhere and that feeling of home. It has a hint of understated luxury, but it doesn’t need to be perfect; something too polished can be intimidating for clients.’ – Jamie Brooks, Managing Director of Brooks & Brooks, London
