Ishoka's malcolm macneil shares the secret of his success
Malcolm MacNeil, managing partner of Ishoka in Aberdeen shares his view on the industry and some of the secrets of the company's success.
What are the biggest issues affecting you right now and how do you plan to resolve them?
Recently, there's been a tendency for clients to leave a longer space between appointments. The majority of our clients used to rebook for six weeks' time, but are now holding back for a little longer. This is something we are addressing, but it has to be done in the right way. Our reception team always ask the client if they would like to rebook on departure. We recently called new and lapsed clients asking them to undertake a short phone survey about their re-booking pattern among other service-related questions. Although this has been very time consuming, it has been very productive as clients have asked to rebook during the call and we have not had one negative response to our questions.
Who do you admire in business and why?
Within the hairdressing industry Alan and Linda Stewart. They have such a strong business acumen, which they are happy to share with others and they really know the business of hairdressing.
What do you see as your unique approach to business?
Think big. We never saw ourselves as a little salon from Aberdeen; we wanted to be on a par with the big London salons on a business and creative level. We always strive to be the best. Our aim is for our standards and services to exceed the client's expectations and our benchmark is exceptionally high. We pay tremendous attention to detail - it's the little things that make a difference.
What's the best career advice you have been given and from whom?
It was from 365-founder Leslie Spears. We were part of 365 for many years and Leslie showed us how to focus on the entire business. You can never take your eye off the ball. The business is the whole business, not just the nice bits - it's the good and the bad. He was passionate about the industry and his passion and enthusiasm for hairdressing rubbed off on us.
What ambitions do you still have?
My ambitions these days are for my young team members. They are the future of Ishoka. Our management team, our stylists and our assistants are the ones with the drive and passion, the ones who want to continue what we started 21 years ago - this gives me great confidence in our future.
Has there ever been a crossroads in your career, what were your choices and did you make the right one?
Many years ago I was working and living in London. I had a great job with IBM and they wanted me to relocate to America. At the same time I was thinking about moving back to Aberdeen. It was a huge decision to make but I decided to move back to Aberdeen, a decision I have never regretted.
If you could change one thing about the industry what would it be?
I think the industry has really changed for the better over the past 15 years. Standards have increased across the board from training to service. The change has been really positive and hairdressing is now cited as a worthwhile and fulfilling career rather than something you did if you weren't good at school.
