Marlene Lamont, Owner of Urban Hair & Beauty, has been in the hairdressing industry for over 40 years; here, she is sharing the key principles she follows to ensure a successful salon business
“Over the years, I’ve learned that running a successful salon isn’t just about creative cuts or stunning colour, it’s about people, education, and creating a culture where everyone feels valued and supported.”
Invest in Your Team
“The heart of any salon is its team. I’ve always believed that if you invest in your staff, they’ll invest in your business. Everyone who joins Urban Hair & Beauty has a mentor; from apprentices to experienced stylists, someone is always guiding, checking work, and supporting growth. Education isn’t a one-off, it’s ongoing and the team is learning every day. We share knowledge, celebrate creativity, and challenge each other to improve every day.
“Flexibility and well-being are equally important to me. We’ve introduced a four-day work week with condensed hours, helping the team balance work and life. Happy, motivated staff provide better service, and that translates directly to client satisfaction.”
Education is at the Core
“I’m extremely passionate about apprenticeships and training because the future of hairdressing depends on it. Our Urban Academy runs accredited apprenticeships and advanced courses in partnership with Medusa Training Academy and Skills Development Scotland. It’s all about giving young stylists the skills, confidence, and experience they need to succeed in the industry.
“Beyond the classroom, we encourage wider industry experience including photoshoots, competitions, and creative collaborations with the MOOD Artistic Team. Exposure to these opportunities sparks inspiration, feeds creativity, and keeps the salon innovative.”
Customer Service and Client Care
“Clients are why we’re here. Every cut, colour, and style is tailored to their face shape, lifestyle, and personality. Tools like Phorest help us track feedback and improve by listening to what the customers have to say. Creativity is important, but it must be practical too. When clients feel seen and cared for, word of mouth travels and helps create a reputation that crafts a loyal, devoted clientele.”
Innovation and Inclusivity
“Over the years, I’ve seen trends come and go, but inclusivity should always be at the centre. Extensions, for example, aren’t a luxury, they’re part of our core offering. They help clients dealing with hair thinning, menopause, or hair loss feel confident again. I make sure the team is fully trained in every technique, and we integrate training into daily salon life. Even something like offering a half-price blow-dry after extensions gives younger stylists hands-on experience while adding real value for clients.”
Practical Advice for Salon Owners Today
“With rising costs and uncertainty around the budget, my advice is simple: stay proactive, focus on what you can control, and take small, meaningful steps. Map out goals, nurture your team, and identify what makes your salon unique. Low-cost marketing, loyalty incentives, and training your team in an expanded service offering, including barbering, precision cuts, or men’s grooming, can all attract new clients and strengthen your reputation.
“If you’re feeling cautious about investing or expanding, start small. Focus on improving client experience and team confidence; those small wins build momentum and reassurance.”
Lead by Example
“Leadership isn’t just about giving instructions; it’s about being on the floor, mentoring, and showing the way. My career, from competitions to TV appearances, has taught me techniques and inspiration that I bring straight into the salon. But no matter the accolades, every decision is centred on clients and staff.
“Running a successful salon is about people, passion, and planning. Invest in your team, stay true to your niche, delight your clients, and embrace innovation. That’s what’s kept Urban Hair & Beauty thriving for over 20 years, and it’s a blueprint any salon can follow to succeed, even in uncertain times.”
