Education is key
Taking over the role of managing director of one of the biggest luxury salon chains in the UAE is by no easy feat. With over 250 employees and eight branches on their book’s Sisters Beauty Lounge is one of the longest running salon chains with luxury at its core.
Since joining earlier this year, Harper Gill has had her work cut out making positive changes to the current system.
“It’s been a great year,” Gill comments. “The month of March had the highest ever revenue for three of our branches, which was phenomenal.” Clearly doing something right, Harper explains that “education is key.
This has been my corefocus for the last six months. I’ve spent time investing in educating all staff, being an ex secondary school teacher, this was hugely important to me.”
With her staff being her number one priority, Gill explains: “Every Monday at 10am I ensure all our branch managers come together to talk about what’s working and what’s not, this usually takes up our whole morning.
I believe this time spent with every single branch manager is hugely invaluable as we talk about things like client complaints, client journeys, good practice and training, all of which I believe have been the reason behind some of our branches doing exceptionally well.”
Changing the way
“When I first joined I spent a week observing Sisters as a client, and felt some changes needed to be made. One huge new operation I’ve introduced is a brand new call centre. Customer enquiries were always fed to the receptionist of each branch to have to deal with. As a paying client it’s essential to our “luxury” repertoire that they are greeted by the receptionist when they arrive – this was not happening as many spent the majority of their time on the phone.” Gill continues, “I felt this created a terrible barrier as the customers journey should start as soon as they enter the salon.”
As Sisters grows its revenue, it has ambitious plans to open new branches. “I’m very excited to announce that Sisters will finally be opening on The Palm next year,” says Gill. We also have another opening under our belts but I can’t disclose too much yet.”
Sisters is also distributor of Lash Perfect products, and with micro-blading treatments being one of the biggest beauty treatments on the scene at the moment, Sisters is straight on the ball mark.
“As distributors of Lash Perfect, Sisters has introduced microblading.
This is a new project where we are educating current salons in micro-blading so they can add this to their treatment menu – something we’ve seen to be hugely popular.”
As well as this, Sisters has taken on new brands including Philip Stein and Trevor Sorbie adding to their luxury portfolio.
“Introducing Trevor Sorbie has caused huge excitement amongst the team, we’ve even got the Trevor Sorbie team from London coming out to educate our stylists – again enhancing on the fact that education is key.”