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The Blended Salon & Spa – Can it Work? Yes, it’s the Wave of the Future!
Oh, I bet you think I’m writing about a salon and spa under one roof. No, that’s not the “mix” I’m writing about. I want to review the concept of a commission and rental shop all in one place!
Okay, now you really think I’m crazy. I don’t think so. Some salon owners are crazy smart when it comes to making money and are successful. Some have figured out the right mix of booth rentals and commission arrangements to make the shop run like a well-oiled machine!
So who are these owners?
I would like to profile one I am particularly impressed with. He is smart, professionally and financially talented while having a heart and hard work to improve the lives and careers of his professional team. This is an amazing combination. I have listened, in the last 4 years, to many, many salon and spa owners. I listened to people who work for both the commission shop owner and the booth rental owner and none had the work ethic of this particular man.
Mark Cottle, who owns Kaya Beauty in Henderson, Nevada, has no idea I’m writing about it but that’s OK because he would just blush if I told him before I was done! Mark is a very talented beauty professional. He is a teacher, mentor and businessman. “I want my team to be successful” he says if you ask him why he is so comfortable when one of his professionals says that they want to go rental, “any salon owner who does not want to have their team “own” their own. customers and doing great things is the fear of loss”. His confidence in his ability to groom great talent shines through in everyone at the shop.
You have to remember, although I’m a financial professional who created a solo beauty professional contact management software, I’m also a very strong woman in her early 50s who hates any gray hair that pops in and needs to be “blonde” even though God was give me good old Italian dark brown to work with! I am very loyal to some very talented professionals who credit Mark & Kaya for their success.
I also finally got my nails done and for a treat had a facial and massage on my birthday as a gift from my staff. What an amazing event, all at Kaya, top treatment and great people, all love what they do and make their work an enjoyable career.
All of them, when asked what is important for the owner of the salon and spa, they say “Mark only cares about the happiness of the customer”, “If the customer does not care about a professional in the salon, we must all understand and help them find good salon professionals to work with”. Wow, what a concept.
Mark bought each member of his team a Redken-sponsored copy of Michael Cole’s book “A Little More off the Top” to read, study and discuss at future group meetings. I was fortunate enough to read a copy and what a great book for all beauty professionals as well as any business person who makes a living with customer service as an important part of their career. Mark gave them the book with the goal of building success for each team member who in turn builds success for the shop.
Now I can not tell you the financial formula of booth rental in the commission and what is divided and what are the monthly fees. I can tell you that all work to sell products, not “force selling” products to customers, the office calls all customers to the commissioned staff the day before the appointment (I believe this is too late, but that is another customer management story) , and they are super friendly to help out as they can.
When Mark said to me, as I commented on how wonderful his management style was and how unique he was in the market, “If a client likes a professional’s work, they will follow them anywhere. Why shouldn’t I?” make the professional happy to be here so that the client will be happy to be here? I do not own the client, no one does, but the client’s loyalty to the professional is expected”. I knew then that Mark understood the fundamentals that most salon owners ignore or suppress for the sake of “owning” the client.
Your professionals are your best and most important asset. As a Salon & Spa owner treat them well and you will have the beauty professional and customers for life.
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