When Connie Agliata, the Owner of CoCo Hair in Eastbourne, was sidelined with the devastating news of her mother’s terminal illness, everything changed. Her ability to be physically present in the salon was compromised; her mind was understandably elsewhere and her days were pulled between work, hospital visits and caring for her two children…
Connie bought the business in 2017. In a beautiful spot overlooking Eastbourne’s Sovereign Harbour, she created a bustling and successful salon. What happened next is a true testament to what it means to be ‘salon strong’.
On hearing the news of Connie’s mother’s diagnosis, the Salon Manager, Chloe King (a long-term and loyal team member) stepped up without hesitation. She reassured the team, maintained client care and took on tasks far beyond her remit. When asked about the team, Connie said, “We are all so close; we are like a family. Yes, we have disagreements, but we face them head-on. I’m consistent with team meetings and one-to-ones; even when I was off, I came in and did them. I’m pedantic about the way things are done, and I will not compromise on how we care for our clients. When one of our team members failed to open the door as clients left, I kept going over and over it until she understood. I’m passionate about delivering our ‘8 Essential Steps’ customer service technique, and I don’t mind being strict!”
Connie was off the floor for a year, so the first task was to ensure the clients were taken care of to the usual high standard. “I assessed every client’s needs and placed them with the right stylist. Many of my clients have been coming to me for years, and as Chloe and Lucy have worked with me for a long time, I knew they would be the best choice. By a stroke of luck, I managed to recruit a lovely young stylist too, however she would not have been strong enough for my regulars, so we carefully placed clients with the right stylist and emphasised rebooking. We focused on calling every client, ensuring they understood what was going on and how their needs were being carefully considered.”
The team achieved an 80% rebooking rate, thereby maintaining the salon’s turnover during this period. “There was definitely a little bit of ‘squeezing’ in the beginning, with stylists staying late and doing extra shifts. It was a stressful time for the team, so I would send them gifts – things like doughnuts with little messages or nice texts when a great review came in. I just wanted them to know how much I appreciated what they were doing for me – and although I was not there in person, I was there in spirit.”
The turnover remained the same, and the business continued to support Connie’s family financially. I asked Connie what kept her awake at night, and she replied, “Not being in control. At times I felt so lost, and the worry consumed me. So, we implemented a ‘Nutshell Report’. Every day, Chloe would message me saying, “In a nutshell, this is what happened today…”
I asked Connie what others could learn from her experience. She said, “I’ve realised the true power of flexibility and the importance of having each other’s best interests at heart, especially when a crisis hits. I was also surprised at the power of small gestures to make the team feel valued. Being able to witness my business standards being upheld from afar was so satisfying. It all makes me so proud of the team.”
We often look for solutions in strategy, pricing, marketing and structure… but the real engine of a salon is its people. The ability of a team to put others first and lean in to fill the gap shows a resilience that only shared commitment and loyalty can provide.
✔ Invest in team culture and communication.
✔ Encourage flexibility and mutual cover when needed.
✔ Develop responsibility at all levels.
✔ Celebrate loyalty and trust.
✔ Cultivate resilience within your team.
