Inanch and business partner Joe Emir opened the salon in Portland Street in 2005 and is now a mecca for celebrities and clients looking for subtle, beautiful hair.
Inanch is one of the country’s most respected hair extensionists – she was recently named Best Extensions Specialist and Best Extensions Salon - and is on speed dial for clients including Maura Higgins, Maya Jama, Rochelle Humes and Katie Piper.
Joe and Inanch looks at the 20 lessons they have learnt in the last 20 years.
- Become an expert in your field. Being a specialist will help you stand out from a crowded market.
- 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.
- 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.
- 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.
- Cashflow is king. Knowing your numbers and being financial aware is just as important are the quality of your haircuts and colours.
- 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.
- 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.
- 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.
- 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!