t's Friday the 13th. The unluckiest thing you can do today? Ignore your numbers. You might tell yourself a few fibs about how your business is doing—your numbers won't. Let's dive in.

In this episode, Phil Jackson walks you through four critical numbers that tell you everything about your salon's health. These aren't weekly metrics—these are quarterly deep-dive numbers that show you exactly what needs fixing and where to focus your strategy for the next three months.

What You'll Learn:

• The four numbers that expose your salon's true health
• What healthy benchmarks look like for each measure
• Why "money in the bank" doesn't mean profitable
• How to spot pricing vs. capacity vs. retention problems
• When being "busy" just means busy being poor

The Four Numbers That Matter:

Number 1: Net Profit Margin

• Formula: (Net Profit ÷ Revenue) × 100
• Healthy: 10-15% minimum (target 15-20%)
• Below 10%: You're in trouble
• What it reveals: Pricing too low, costs too high, or both

Number 2: Revenue Per Client Visit

• Total revenue ÷ Number of visits
• Healthy: Higher than your most popular service
• What it reveals: Pricing structure, retail conversion, profitable vs. busy
• The question: 100 clients at £30 or 60 clients at £60? Same hours, more profit

Number 3: Client Retention Rate

• Percentage returning within expected timeframe
• Healthy: 70% minimum
• Below 50%: Churning clients
• What it reveals: Service quality, pricing alignment, team issues

Number 4: Utilization Rate

• (Billable hours ÷ Available hours) × 100
• Healthy: 85-90%
• Below 70%: Capacity problem
• Above 90%: Pricing opportunity
• What it reveals: Marketing problem or pricing problem

This Week's Action:Calculate all four for January. Track quarterly to see trends. These show you what to work on next.

The Brutal Truth:Numbers are facts. If they're bad, fix the business model or keep pretending until you run out of money.

About Phil Jackson:Phil Jackson is a salon business coach with 27 years of industry experience and a Creative Head Most Wanted Award. He helps salon owners in hair, beauty, and aesthetics build profitable businesses without the hustle BS.

Work with Phil:If you need help fixing what these numbers reveal, that's what Ultimate Clarity does:

• 1:1 Ultimate Clarity Coaching: 90-day intensive delivering your 5-year lifestyle-first business plan, 12-month profit & pricing strategy, and 12-month marketing plan
• Book a free consultation: https://tidycal.com/philjackson/1to1-enquiry
• Email: phil@buildyoursalon.com

February is when you notice the gaps in your diary. Those clients who couldn't get enough of you in December aren't rebooking. You don't have one big retention problem—you have three specific leaks in three specific places. Let's plug them before March.

In this episode, Phil Jackson identifies the three critical points in your client journey where you're losing people and gives you one practical fix for each that you can implement this week.

What You'll Learn:

• The three specific points in the client journey where you're losing customers
• Why "better customer service" is too vague to fix retention problems
• How pre-booking appointments can jump retention rates dramatically
• The power of one personal touch per visit (and how to systematize it)
• Why 48-hour follow-up messages work (and how to template them)

The Three Retention Leaks:

Leak #1: Before They Book

• Problem: Great experience, intended to rebook, just... didn't
• Fix: Book next appointment before they leave (every single client)
• Script: "I need to see you in four weeks time. Let's get that booked now for you."
• Follow-up: Get permission to text if they don't book online
• Impact: Creates consistency, removes friction, positions regular visits as normal

Leak #2: During Their Visit

• Problem: Service was "fine" but nothing memorable
• Fix: One personal touch per visit that shows you remember them
• Examples: "How did that job interview go?" / "I thought of you when I saw this product"
• Implementation: Note one personal detail per visit, reference it next time
• Impact: Personal connection beats perfect technical delivery

Leak #3: After They Leave

• Problem: Happy client leaves, you never contact them again
• Fix: 48-hour follow-up message (every client, every time)
• Templates: "Just checking in after yesterday—how's your hair/skin settling in?"
• Advanced: Product tips, midpoint check, booking prompt
• Impact: Shows you care beyond transaction, keeps you front of mind

This Week's Action:Pick ONE leak to fix (Phil recommends pre-booking—easiest, biggest impact). Team meeting today. Track for one week.

Reality Check:If your service is good and you're still losing clients, these are your three leaks. Plug them before March.

About Phil Jackson:Phil Jackson is a salon business coach with 27 years of industry experience and a Creative Head Most Wanted Award. He helps salon owners in hair, beauty, and aesthetics build profitable businesses without the hustle BS.

Work with Phil:If retention is a symptom of bigger structural issues (pricing, service design, business model), that's what Ultimate Clarity addresses:

• 1:1 Ultimate Clarity Coaching: 90-day intensive delivering your 5-year lifestyle-first business plan, 12-month profit strategy, and 12-month marketing plan
• Book a free consultation: https://tidycal.com/philjackson/1to1-enquiry
• Email: phil@buildyoursalon.com

It's February. Maybe you've just had the worst January you can remember, and you were Googling "how to sell my salon business" at 1am. Before you call a business broker, answer these five questions.

In this episode, Phil Jackson walks you through the critical questions every salon owner needs to answer before deciding whether to sell or fix their business. Selling might be the right answer—or you might be running from fixable problems.

What You'll Learn:

• Five questions to determine if you should sell or fix your salon
• The brutal reality of salon business valuations (and why most owners overestimate)
• What happens to your income when you sell (and why £30k isn't as much as you think)
• What you're actually selling (hint: it's probably worth less than you believe)
• Why "I've tried everything" usually means you haven't
• How fixing your business first maximizes sale price even if you do decide to sell

Phil's Perspective:"If you're at your lowest ebb, you've got nothing to lose. Be bold with your marketing, your pricing, your strategy. What's the worst that can happen? It can't get any worse. And remember—UK salon owners, we've had six months of rain. This isn't your busiest time. Hold on for the sunnier days."

About Phil Jackson:Phil Jackson is a salon business coach with 27 years of industry experience and a Creative Head Most Wanted Award. He helps salon owners in hair, beauty, and aesthetics build profitable businesses without the hustle BS.

Work with Phil:

• 1:1 Ultimate Clarity Coaching: 90-day intensive programme delivering your 5-year lifestyle-first business plan, 12-month profit strategy, and 12-month marketing plan
• Book a free consultation: https://tidycal.com/philjackson/1to1-enquiry
• Website: https://buildyoursalon.com
• Email: phil@buildyoursalon.com

Connect:📧 Email: phil@buildyoursalon.com🎙️ Podcast: Build Your Salon (available on all platforms)📰 Magazine: Salonpreneur Magazine

Episode Timestamps:0:00 - Introduction: February Reality Check1:22 - Question 1: Selling or Running From Problems?2:11 - Question 2: What's It Actually Worth?4:02 - Question 3: What Happens to Your Income?5:34 - Question 4: What Are You Actually Selling?7:55 - Question 5: Have You Actually Tried to Fix It?9:41 - The Fork in the Road: Which Path Is Yours?10:25 - Encouragement: You've Got Nothing to Lose11:17 - Closing & CTA

#salonbusiness #salonowner #sellingabusiness #saloncoach #beautybusiness #hairdressingbusiness #businessvaluation #salonmanagement #buildyoursalon #entrepreneurship

48% of salon owners say staff management and motivation is the hardest part of running their business. For many, February is when this hits hardest. Right after the January buzz comes the February funk.

In this episode, Phil Jackson cuts through the cheerleading nonsense to give you five practical motivation strategies that actually work, cost almost nothing, and don't require you to become a rah-rah motivational speaker.

What You'll Learn:

• Why throwing money at motivation problems doesn't work
• The five things that actually motivate salon teams (and it's not commission)
• How a £500 training session beats a £500 pay rise every time
• Why your team members might leave over an £8 mop
• The difference between standards and micromanagement
• How to make your team feel valued without breaking the bank

The Five Motivation Drivers:

1. Feeling Valued (Not Just Paid) - Recognition and specific acknowledgment
2. Growth and Learning Opportunities - Internal skill-sharing and consistent training
3. Autonomy and Control - Standards vs. micromanagement
4. Clear Expectations and Communication - Crystal-clear targets and monthly one-to-ones
5. Culture That Doesn't Drain - Nurturing environments and work-life balance

Key Takeaway:Money isn't why people joined this industry in the first place. Real motivation comes from feeling valued, growing professionally, having autonomy, clear expectations, and a culture that doesn't drain them.

Quick Win:This week, give each team member specific acknowledgment for something they've done well. Not "good job"—actual specific recognition of their contribution.

About Phil Jackson:Phil Jackson is a salon business coach with 27 years of industry experience and a Creative Head Most Wanted Award. He helps salon owners in hair, beauty, and aesthetics build profitable businesses without the hustle BS.

Work with Phil:

• 1:1 Ultimate Clarity Coaching: 90-day intensive delivering your 5-year lifestyle-first business plan, 12-month profit strategy, and 12-month marketing plan
• Book a free consultation: https://tidycal.com/philjackson/1to1-enquiry
• Email: phil@buildyoursalon.com

Connect:Website: https://buildyoursalon.comEmail: phil@buildyoursalon.comPodcast: Build Your Salon (available on all platforms)

If everyone in your salon charges the same price - junior who's just qualified, senior who's been with you 10 years - you're leaving money on the table.

WHAT TIERED PRICING IS

Different team members charge different prices based on experience, expertise, and client demand.

Hair salons do this well. Beauty salons? Not nearly enough.

THE FIVE REASONS IT WORKS

REASON 1: HELPS JUNIORS BUILD CLIENTELE

Without tiered pricing, reception has subconscious bias - senior costs more in wages, needs to stay busy. Junior never gets chance to build regulars.

With tiered pricing, price-sensitive clients gravitate to junior. Levels the playing field.

REASON 2: IT'S FAIR TO SENIOR TEAM

Someone with 2 years charges same as someone with 10 years? That's not fair.

Tiered pricing shows there's a career path - not just a job.

If you don't take care of your team's future, they'll take care of it themselves. Usually means leaving or going self-employed.

REASON 3: COST-BASED PRICING MAKES SENSE

Senior team costs you more in wages.

If they charge same as juniors, you make MORE profit from junior and LESS from senior. That's backwards.

With tiered pricing, profit per service stays consistent.

Even if you're solo: Have an owner tier that prices in your marketing and admin time.

REASON 4: CONTROL OVER WHO DOES WHAT

Scottish beauty salon example: Expert therapists on £18-25/hour being booked for £10 quick brow waxes. Losing money.

With tiered pricing: Exclude cheap services from Expert tier. Quick treatments only bookable with junior tiers.

Now the maths works.

REASON 5: RETENTION TOOL IN DOWNTURNS

January hits. Clients get price-sensitive.

Without tiered pricing: They leave entirely.

With tiered pricing: "Money tight? Try our junior tier instead - same great service, lower price."

Keep client in business. When finances improve, they move back up.

THE OBJECTIONS

"Team offended being called junior?"

→ Use Graduate, Advanced, Lead. Language is flexible. Concept isn't.

"Clients think juniors aren't as good?"

→ That's the point. Different experience = different pricing.

"Clients will complain?"

→ They won't. Like airline seats: economy, premium, business. Same destination, different experience.

"Seniors worry clients will leave?"

→ Good - opens space for premium-priced customers.

"Team conflict?"

→ No - if progression is transparent. Set clear criteria: retention, utilisation, training, reviews.

HOW TO IMPLEMENT

Define tiers → Set progression criteria → Communicate with team FIRST → Update systems → Launch publicly

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📊 RESOURCES:

Get Paid Properly: getpaidproperly.com

💬 WORK WITH ME:

1:1 Coaching: https://buildyoursalon.com

🎧 LISTEN:

YouTube: https://youtube.com/@buildyoursalon

Apple Podcasts: https://apple.co/3MZp6jP

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CHAPTERS:

0:00 - Leaving Money on Table

1:23 - What Tiered Pricing Is

2:19 - Reason 1: Helps Juniors

3:21 - Reason 2: Fair to Seniors

4:19 - Reason 3: Cost-Based Pricing

5:14 - Reason 4: Control Who Does What

6:09 - Reason 5: Retention Tool

7:01 - Objections Answered

9:45 - Progression Criteria

#tieredpricing #salonpricing #salonbusiness

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Questions? phil@buildyoursalon.com

Most salon owners leave thousands of pounds on the table every year because they hate selling retail.

You feel pushy. You don't want to be that aggressive salesperson. You're afraid of rejection.

So products gather dust and you miss massive profit opportunities.

Here's the truth: NOT recommending products is doing your clients a disservice.

THE MINDSET SHIFT

Stop thinking of retail as "selling products." Start thinking of it as completing your professional service.

You're a professional. Your client isn't. You know which products protect their work, maintain treatments, and extend results.

If you don't tell them, you're being SELFISH about your fear of rejection instead of thinking about what's best for the client.

PRESCRIBE home care. Don't "sell" products.

WHAT DOESN'T WORK

❌ Product displays (people don't browse)

❌ Vague mentions ("We have some great products...")

❌ Waiting until checkout (they're mentally done)

❌ Selling features instead of results

WHAT WORKS

✓ Get agreement in CONSULTATION (before starting service)

"To create this style, you'll need these products at home. Is that okay before we start?"

✓ Show product DURING service (let them experience it)

✓ Prescribe BEFORE checkout (not at till)

✓ Make it easy to say YES

Physically pick up products. Walk to checkout with them.

✓ Handle objections professionally

"Expensive?" → "£1.50/week to protect a £120 colour service"

"I'll think about it" → "Wrong products = results fail sooner = back spending £120 sooner"

"Next time" → "Damage happens in first few days - next time is too late"

ADVANCED TACTICS

PRICE IT IN: For extensions or colour correction, include products in service price. Guarantees results, breaks bad habits.

TEAM FLEXIBILITY: "Budget tight? If you take all three products, I can do the third half-price."

BUILD STORIES: "Sarah struggled with frizz until she started using this. Now smooth all week."

THE REJECTION MINDSET

When McDonald's asks "Would you like fries?" and you say no, do they take it personally?

No. Next customer.

Same attitude here.

WHY THIS ISN'T OPTIONAL

This used to be optional. Not anymore.

Massive profit opportunity you can't afford to decline.

If YOU won't retail, your team definitely won't either.

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📊 RESOURCES:

Salon Spark: https://salon-spark.com

💬 WORK WITH ME:

1:1 Coaching: https://buildyoursalon.com

🎧 LISTEN:

Apple Podcasts: https://apple.co/3MZp6jP

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CHAPTERS:

0:00 - Why Leave Money on Table

1:18 - Why We Hate Retail

2:15 - Mindset Shift: Service Not Sales

3:10 - Being Selfish About Rejection

4:12 - What Doesn't Work

5:15 - Get Agreement in Consultation

6:03 - Have Products in Stock

6:50 - Prescription Framework

7:37 - Price It In Strategy

8:22 - Handle Objections

9:23 - Not Optional Anymore

#salonretail #salonproducts #salonprofitability

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Questions? phil@buildyoursalon.com

Most salon team targets don't work. Either they don't exist, they're random numbers that sound good, or - here's the killer - everyone hits their individual targets and the salon STILL misses its numbers.

That's because individual targets don't add up to the salon target.

THE FOUR MEASURES (Track these, nothing else)

Stop tracking 17 things. Your salon software has too many reports and it's confusing. Track these four for every team member:

MEASURE 1: SERVICE REVENUE

How much money each team member puts in the till from services.

Work BACKWARDS from your salon target:

- Salon needs £50k/month

- 4 team members

- £50k ÷ 4 = £12.5k per person

If everyone hits £12.5k, salon hits £50k.

MEASURE 2: RETAIL (Units, not revenue)

How many products did they sell?

Why units? Selling 15 shampoos is harder than selling one set of expensive straighteners. We're measuring the HABIT of retailing.

MEASURE 3: UTILIZATION

Percentage of column full with paying customers.

Target: 80-90% (85% is sweet spot)

- 100% = no breathing room, stressed model

- Below 70% = not making money

MEASURE 4: REBOOKING OR RETENTION (Pick one)

Rebooking: Percentage who rebook before leaving

Retention: Percentage who return within service cycle

Pick REBOOKING - you see results faster. Most retention reports are unreadable.

Target: 60%+

THE THREE-LEVEL SYSTEM (Makes it motivating)

Each measure needs THREE numbers:

TARGET: Challenging but achievable (15 retail products/week)

CELEBRATION: Above target (20 products/week)

When they hit this, recognize it publicly. Gives high performers something to stretch for.

MINIMUM ACCEPTABLE: Below target (10 products/week)

Don't mention in 1:1s. It's YOUR internal line - when coaching isn't working and you need a capability or disciplinary conversation.

THE 1:1 STRUCTURE (10-15 minutes max)

"Your four numbers from last week:

- Service revenue: £1,300 (target £1,250) ✓

- Retail: 12 units (target 15) - slight miss

- Utilization: 87% (target 85%) ✓

- Rebooking: 58% (target 60%) - close

What challenges? What should we focus on?"

Done. 10 minutes.

Frequency: Monthly if performing well (around payday). Fortnightly or weekly if struggling.

THE COACHING TOOLKIT

For each measure, have 3-5 tactics to coach:

Service revenue low? Upsell treatments, extend appointment times, fill gaps

Retail low? Prescribe like a doctor, show product during service, explain results

Utilization low? Increase rebooking, reduce cancellations, fill last-minute gaps

Rebooking low? Pre-book at till, create urgency, review service quality

Targets without coaching toolkit = pointless.

THE BIGGEST MISTAKE

Individual targets don't add up to salon targets.

ALWAYS work backwards from salon target. If everyone hits individual targets, salon should hit its targets.

COMMISSION VS TARGETS

Don't coach people toward commission targets. Commission should MOTIVATE them. If you have to coach them to hit commission, the commission structure isn't working.

Coach them toward SALON targets - what YOU need them to achieve.

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📊 RESOURCES:

Salon Spark: https://salon-spark.com

💬 WORK WITH ME:

1:1 Coaching: https://buildyoursalon.com

🎧 WATCH:

YouTube: https://youtu.be/o5ErCGsd2w8

CHAPTERS:

0:00 - Why Most Targets Don't Work

1:20 - Problem 1: No Targets

2:12 - Problem 2: Random Targets

3:02 - Problem 3: Don't Add Up

3:52 - Problem 4: No Coaching

4:44 - Four Measures Only

5:42 - Why Separate Service/Retail

6:39 - Retail: Units vs Money

7:32 - Utilization (85% Sweet Spot)

10:03 - Rebooking vs Retention

10:56 - Three-Level System

12:39 - Minimum Acceptable Line

13:37 - Coaching Toolkit

#salonteamtargets #salonKPIs #salonmanagement

Questions? phil@buildyoursalon.com

Referrals are the best source of new salon clients - but most salon owners get it completely wrong. They put up a poster saying "Refer a friend, get 10% off!" and wonder why nothing happens.

Here's the problem: referral programs fail because you run out of steam.

You can't maintain referral-focused energy year-round while also running your salon, doing your marketing, managing your team, and actually doing hair.

So referral programs die by March. The poster fades. Nobody notices it anymore.

The solution: Split your referral strategy into TWO parts.

PART 1: ALWAYS-ON FOUNDATION (Background referral generation all year)

- Shareable transformations (before/after photos sent automatically to clients)

- Branded Instagram templates (make it easy to tag you)

- New client welcome system (acknowledge who referred them)

- Thank you texts (when someone refers, thank them immediately)

Set it up once. Runs forever. Generates referrals passively.

PART 2: FOCUSED REFERRAL CAMPAIGN (One month, high energy, then STOP)

Pick ONE month per year (or two maximum).

Week 1: Announce the campaign

- Email everyone: "This month only - refer a friend, you both get [REWARD]"

- Make the reward generous (not 10% - that's not enough to change behavior)

- Stacking rewards (one customer sent us 13 referrals in one month!)

Week 2-3: Push hard

- Mention to EVERY client in salon

- Post about it on social media

- Send reminders by email

- Create urgency ("This month only")

Week 4: Final push

- "Last week! If you've been meaning to refer someone, now's the time!"

Then STOP. Campaign over. Back to normal.

WHY THIS WORKS:

✓ Focused energy for one month is sustainable (year-round isn't)

✓ Creates urgency (if it's always available, nobody acts)

✓ You don't burn out (the always-on foundation keeps ticking over)

✓ Referrals have minimal wasted marketing effort (your clients pre-qualify who they refer)

The mistake: Running referral campaigns for 3-6 months. You'll run out of steam by month 2.

Better: One month of brilliance beats six months half-arsed.

Pick your referral month (February is great if January was quiet, August works if you need summer boost).

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📊 RESOURCES:

Salon Spark (Weekly Accountability + Community): https://salon-spark.com

→ £75/month, cancel anytime, try it for £1 first month

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💬 WORK WITH ME:

1:1 Coaching: https://buildyoursalon.com

→ Book a call for help implementing referral systems

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👋 WHO I AM:

Phil Jackson. Ex-salon owner (award-winning, since 2001). Now I coach salon owners who want profitable businesses without the hustle BS.

This podcast is for the ones who take their business seriously.

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🎧 LISTEN:

Spotify: [your episode link]

Apple Podcasts: https://apple.co/3MZp6jP

Website: buildyoursalonpodcast.com

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CHAPTERS:

0:00 - Why Referrals Are the Best Source

1:18 - The Problem: You Run Out of Steam

2:14 - Why Referrals Have Less Wasted Effort

4:05 - The Poster That Doesn't Work

4:51 - Two-Part Referral Strategy

5:44 - Part 1: Always-On Foundation

6:27 - Step 1: Shareable Transformations

7:21 - Step 2: Branded Instagram Templates

8:01 - Step 3: Acknowledge New Client Referrers

8:49 - Step 4: Thank You System

9:41 - Part 2: Focused Referral Campaign

10:22 - Make It Rewarding (One Customer Sent 13!)

11:17 - Mention to EVERY Client

12:06 - Don't Extend It - You'll Run Out of Steam

#salonreferrals #salonmarketing #salonreferralprogram #salonbusiness #wordofmouth

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Questions? Email: phil@buildyoursalon.com

Need help with salon marketing? Reach out - let's chat!