Catering to different generations with Marlene Lamont

Working in the hair industry for over 40 years and running Urban Hair & Beauty for 20 of those, I have catered to many clients, most of which are still returning but now with kids and even grandchildren! Catering to different generations in the salon requires balancing diverse communication and service expectations across different generations. From bookings and technology to communication and services, there are a number of adjustments your salon and team can make to ensure you are catering to different generations.

Bookings and Technology

By providing flexible booking options, it means you are able to cater for all generations. At Urban Hair & Beauty, we offer bookings via Phorest, an online service where clients can log on to view availability and make bookings without speaking to a member of the team. This works extremely well with younger clients who are used to spending time on dedicated apps at any time of day. This also allows them to make any payments online and receive reminders for their appointments straight to their phone. As well as this, human contact is extremely important at Urban Hair & Beauty, especially for older clients. Allowing clients to call the salon or pop in to book as it accommodates familiar communication habits and eliminates the stress of navigating technology. The salon becomes a welcoming community hub which builds on brand loyalty and creates a loyal, returning clientele.

Communication and Vibe

Communication and vibes directly shape a client’s emotional experience, building the trust and comfort that is required when they come to a salon. Recognising that communication varies wildly, from younger clients who may prefer a quiet, low-small talk appointment in comparison to traditional clients who value the social aspect of the visit and love a chat. Tailored consultations help add depth; older generations may look for more structured advice while younger clients prefer visual references and specific trend goals. A well-curated vibe makes clients feel safe, accepted and comfortable in the space. Clients are more likely to recommend a space that feel positive and uplifting, whether this be the younger generation sharing their experience online or the older generation recommending us by word of mouth. At Urban Hair & Beauty, we make sure to interact with all posts about the salon to let clients know we see and hear them as well as offering discounts for referrals.

Services and Trends

Training staff to deliver both low-maintenance classic cuts to modern, viral techniques like lived-in balayage or creative colour allows the team to maintain a diverse list of services that cater to all generations. Older generations often seek reliable, classic cuts and regular maintenance whereas youngers clients often request trends that they have seen on social media. At Urban Hair & Beauty, the teams attend training days regularly that keeps them up to date with fast-paced social media trends and sharpens their skills on classic cuts, meaning the can cater to everyone.

For more information on Marlene Lamont please email lily@ajc93.com or lauren@ajc93.com or call the AJC93 office on 0131 202 0659.