The gallery: making an independent salon an award-winner

Lorenzo Colangelo opened the The Gallery in Southborough, Kent in 1995. It was named Salon of the Year at HJ's 2014 British Hairdressing Business Awards and, as this year's competition opens for entry, we find out what it takes to make an independent salon an award-winner. What makes you stand out from other salons? I wanted to provide something different that captured the amazing customer service and welcoming atmosphere of my parents' salon, but also the latest techniques, design and skill level of a top West End salon. I feel we stand out from other salons due to a combination of how we welcome our customers and listen to their needs. but also by how we deliver great hairdressing and beauty therapy. I like to also implement a creative approach to business management that keeps staff and customers interested and motivated. The key is never to compromise or under perform in any of those elements. What do you think are some common weaknesses you see in other salons? Putting the customer first is something we often talk about in our industry but rarely see put into practice. This is not just in hairdressing but in a lot of the service industries. Salon owners are often busy hairdressers who happen to fall into business. Putting time aside for business development and management to set service standards is really important. Putting structure around creative business ideas is also important, so staff and customers feel assured and secure that there is a consistency in the business. What elements does a great salon need? A great salon needs to know its market but welcome everyone who steps foot in the salon with a 5* welcome; from the Parcel Force delivery man to your top-spending customer. We can not afford to be picky over who we are nice and welcoming towards. Well-educated staff who love and understand people and who buy into the whole salon philosophy and understand it inside out are key. Getting great support from your product companies is also really important. Why do you think you won this award? I think we won Salon of The Year because of the consistency in our branding coupled with the love and care we put into our work. It should all work as one. How did it feel to have finalised for the awards? If I am honest, to become a finalist was our initial goal. To win seemed a bit too much of a dream, especially as it was our first entry into the awards. When we heard we were finalists we shouted it from the roof tops and the PR we received from local press was great. How did it feel when your name was announced as the winner? I cannot explain how amazing it was to have our names read out as winners.The screams from our team and family was deafening and could be heard back in the salon in Kent! It was honestly the proudest and most emotional moment of my hairdressing career. What is the value of winning a British Hairdressing Business Award? The value of winning is really hard to quantify as we are still getting all sorts of new customers and offers of trips abroad off the back of the win. People like to be associated with success and it doesn’t get much better than Salon of the Year. Our turnover has increased by 15% on last year but the team esteem and morale has grown beyond words. What advice would you give to others when thinking of entering the awards? If you are thinking of entering remember the journey is as important as the destination. Embrace the whole experience, harness the support and help of your team and go for it. Even if you don’t win it will give you an amazing snapshot of your business ,that you will hopefully be very proud of. Feeling inspired to enter? This year's competition is now open - download your entry form here!