Marlene Lamont, owner of Urban Hair & Beauty, advocates for a business model that bridges the gap between digital-native expectations and the demand for personal connection. Her approach, built over 40 years in the industry, rejects the binary choice between tech-led efficiency and traditional hospitality.
Lamont integrates software like Phorest for automated booking, reminders, and online payments. This tech layer serves younger, time-sensitive clients effectively. Yet, she maintains a strict commitment to phone and in-person booking options to preserve accessibility for older regulars. This hybrid model avoids alienating demographics that prefer direct interaction over screen-based interfaces.
Adapting Communication to the Client
The salon floor currently requires a split-personality approach to service. Lamont suggests that consultations must shift based on the individual. Younger clients often arrive with specific visual references from social media platforms, demanding trend-led execution. Conversely, older clients frequently prefer structured, reliable advice regarding maintenance and style.
Staff must bridge these worlds through broad technical training. By investing in continuous education that covers both classic cutting techniques and contemporary trends—such as lived-in balayage or creative colour—a salon avoids specialising in a single demographic. Education acts as the technical foundation for this multi-generational service menu.
The Economic Value of Broad Appeal
Building a salon brand that houses grandparents, parents, and children creates a resilient community hub. Lamont’s perspective challenges the pressure to choose a niche. Instead, the strategy centres on intentional flexibility. Whether through digital engagement or traditional social interaction, the goal is to acknowledge the client’s specific needs during their appointment rather than applying a blanket standard of care.
Business owners should evaluate their own service flow to identify where rigid processes might exclude certain age groups. Moving away from a one-size-fits-all consultation process allows for higher conversion rates across diverse client bases. Salons that successfully manage these varied communication preferences foster greater loyalty, as clients feel their specific way of engaging with the business is respected.
The concrete takeaway for salon owners is clear: retain traditional touchpoints while layering on modern convenience. Over-indexing on technology risks losing the personal rapport that defines high-quality salon service, while ignoring digital tools puts the business out of reach for younger, mobile-first customers.
