Customers are important for every business. Brands do anything and everything to please their clients as they are the key to their growth and success but only some realise the importance of having a team that is happy and committed. Many salons brands are changing their perceptions are working towards building a staff that is well taken care of trained to perfection. In a conversation with Vikram Mohan, CEO, Bounce Salon, for our Indian Salon and Wellness Yearbook 2017, he tells us the importance of having a staff that is happy and dedicated, the points that have led his brand to success and challenges he has faced in his entrepreneurial journey.
Kindly let us know something about your brand, Bounce Salon.
Bounce Salon is a brand that is hairstylist owned and hairstylist operated. So, we approach the entire business from the point of a hairstylist. The core strength lies in our training and consistent SOPs that the brand follows across all their branches. Being a high fashion- high energy salon, we believe that customer service is the key to a long-lasting client and stylist relationship. "What you wear starts with your hair" is our mission statement.
Share with us some points that have led to the success of your brand.
We ensure all our team members are well taken care of and have very core team values. If our team is happy, they will take care of the customers. We highly believe in treating others the way one would like to be treated. We listen very carefully to the customer and listen very diligently before speaking or suggesting any service. We always try and put ourselves in the customer’s shoes and try to know what the client needs through the various CRM data analytics so that a more personalised service can be given since no two customers are the same. These are some points we focus on for the success of our brand.
How has been your entrepreneurial journey?
I believe that if I have hired someone, they need to be given clear-cut boundaries within which they are to be given freedom to perform. No one likes anyone constantly behind them and neither does any entrepreneur like to keep pushing someone. I constantly believe in getting first-hand information from my team since they are my eyes and ears. The journey has been one of constant learning and I feel humbled by the strong team we have built and their strong brand presence in the south. Bounce Salons are now spreading their wings into the west with our first salon open in Mumbai.
What is the USP of your brand, Bounce Salon?
The brand vouches for its unmatchable services and stands tall because of Hairstylist managed and hairstylist owned brand. Training/education is our core focus and we also give a lot of preference to customer service and personalised service. Keeping the brand fresh and cool is what we always ensure and our core team and staffs have been consistently working with them since day one.
What do you think about the challenges that one faces in building their brand?
We, as a brand, have always felt that if there isn't a problem you are solving then something is wrong. Challenges have to be solved by first if all recognising them and then getting down to the grassroots and then making decisions quickly.
What have been your unforgettable moments with your brand?
The brand represented India in Barcelona at the Wella world trend vision awards and it is one of the Wow moments I have experienced.
