Marlene Lamont, owner of Urban Hair & Beauty, has spent over four decades in hairdressing and distils her extensive experience into fundamental business principles. Her core message focuses on people, education, and fostering a valued culture, arguing that creativity alone is insufficient for sustained success.
Central to Lamont's strategy is investing in staff through dedicated mentorship for all team members, from apprentices upwards. This ongoing education fosters continuous improvement, with Urban Hair & Beauty encouraging knowledge sharing and constructive challenges. The salon also champions well-being, implementing a four-day work week with condensed hours to support work-life balance, which Lamont believes directly enhances client satisfaction.
Education is highlighted as crucial for the industry's future. The Urban Academy offers accredited apprenticeships and advanced courses in partnership with Medusa Training Academy and Skills Development Scotland. Beyond formal training, exposure to photoshoots, competitions, and collaborations with the MOOD Artistic Team fuels innovation.
Client care is paramount, with services tailored to individual needs. Tools like Phorest are used to track feedback, ensuring practical creativity and client needs are balanced. This focus on feeling 'seen and cared for' builds a strong, loyal customer base through word-of-mouth referrals.
Lamont also advocates for inclusivity, noting services like extensions are essential for clients experiencing hair loss. She stresses the importance of comprehensive team training in all techniques. Offering value-added services, such as half-price blow-dries post-extension application, provides stylists with experience and benefits clients.
Addressing current economic pressures, Lamont advises salon owners to remain proactive, focus on controllable elements, and implement small, meaningful steps. She suggests identifying unique selling points and leveraging low-cost marketing, loyalty incentives, and expanding service offerings, including barbering or men's grooming, to attract new clients. Starting small by improving client experience and team confidence can build necessary momentum.
Her leadership philosophy emphasizes being present on the salon floor, mentoring, and demonstrating best practices. Lamont's advice for sustained success boils down to people, passion, and planning: invest in your team, define your niche, delight clients, and embrace innovation. These elements have driven Urban Hair & Beauty's success for over 20 years and offer a replicable model for other salons.
