This document discusses scaling in the context of hair and beauty salons. It provides examples of businesses in the industry that have successfully scaled, growing to dozens or hundreds of locations. To scale successfully, these businesses focus on consistency across locations in areas like branding, staff training, service processes, and customer experience. The document emphasizes that to achieve consistency, businesses need strong foundations like consistent processes and systems. It also stresses the importance of staff believing in the business's values and goals to deliver amazing customer experiences. To scale NKD, staff will need to focus on customers, deliver great service, and follow consistent processes, while management provides career growth opportunities through training.

1. BUSINESS
ESSENTIALS
L E S S O N 2 : S C A L E

2. SCALING NKD ( )​
WHAT DO WE MEAN BY
SCALE?​

3. How many: 20 + Hair & Beauty Salons​
Where: East Midlands​
When: Established over 100 years ago
KH Hair & Beauty
OTHER BUSINESSES LIKE OURS WHICH
HAVE SUCCESSFULLY SCALED​
How many: 5 Hair Salons​
Where: Leicester & Leicestershire​
When: Established in 1996
Barrie Stephens
How many: 6 Waxing Salons​
Where: London & Essex​
When: Established in 2005
Strip Wax Bar
How many: 25+ Waxing Salons​
Where: Continental Europe (and 1 in Dublin)​
When: Established in 2005​
Wax In the City
How many: 50 Waxing Salons​
Where: Global (including 5 in London)​
When: Established in 2002
Ministry of Waxing
How many: Several hundred Waxing Salo
Where: North America​
When: Established in 2003
Waxing the City
How many: 800+ Waxing Salons​
Where: North America​
When: Established in 2004
European Waxing Center​
1
2 6
53
4
7

4. WHAT DO ALL THESE
BUSINESSES HAVE IN COMMON?​
CONSISTENCY BRAND
STAFF BELIEF
LOOK & FEEL TRAINING
SERVICE PROCESS

5. BUILDINGA BUSINESS IS LIKE BUILDINGA HOUSE, IF
YOU DON’T HAVE GOOD SOLID FOUNDATIONSYOUR
HOUSEWILL FALL DOWN!

6. WHAT DO WE NEED TO
HAVE?​
1 CONSISTENCY
2 PROCESSES
3 BELIEF​

7. WHAT DO WE NEED TO ACHIEVE? -
CONSISTENCY​
WE WANT
CUSTOMERS TO
HAVE THE SAME
AMAZING
EXPERIENCE NO
MATTER WHICH
THERAPIST OR
WHICH FOH STAFF
MEMBER THEY SEE
IN WHICH SALON
ON WHICH DAY!​
WE WANT THE
FRIENDLY,
WELCOMING AND
NON-
JUDGMENTAL
VIBE OF EACH
SALON, EACH
STAFF MEMBER
AND EACH
SERVICE TO BE
THE SAME​
WE WANT THE
SAME FANTASTIC
RESULTS TO BE
ARRIVED AT EACH
TIME​

8. HOW DO WE ACHIEVE THAT? - PROCESSES​
We follow the same
internal and back
office systems and
processes in all our
salons​
We follow the same
treatment
procedures,
including rebooking
and aftercare​
We make sure our
daily routines are
the same in all
salons, including
Open Up and Close
Down​
If we’re going to
always give clients
the same AMAZING
EXPERIENCE and
the same
FANTASTIC
RESULTS, then we
need our
processes and
systems to always
be the same. This
means:​

9. WHAT DO YOU NEED TO HAVE? - BELIEF​
We need you to buy into
and understand the
Golden Rules of nkd so
that we can live these as
a company to deliver an
AMAZING EXPERIENCE​ We expect you to believe in
being the best therapist that
you can be to deliver
FANTASTIC RESULTS – at nkd
we are experts in what we do
and whilst we can offer
training, it is your
commitment to being a great
therapist that will help you –
and nkd - shine​
We want to you believe
in nkd as a brand – who
we are and what we
stand for. By doing that
you can bring to life our
values and help us grow
the business​

10. Where?​ AND WHERE DO WE PUT OUR
FOCUS?​
CUSTOMER​ PRODUCT SERVICE​

11. Where do we Focus​?
O N T H E C U S T O M E R A N D W H A T T H E Y W A N T – B Y
L I S T E N I N G T O A N D U N D E R S T A N D I N G Y O U R
C U S T O M E R A S W E L L A S D E L I V E R I N G G R E A T
C U S T O M E R S E R V I C E Y O U C A N E N S U R E W E H A V E A
F R I E N D L Y , W E L C O M I N G A N D N O N - J U D G E M E N T A L
V I B E I N O U R S A L O N S A N D H E L P C U S T O M E R S T O
H A V E A N A M A Z I N G E X P E R I E N C E ​
T H E P R O D U C T I S T H E S E R V I C E W E P R O V I D E T O
C U S T O M E R S A N D G E T T I N G T H I S P E R F E C T W I L L
M E A N T H A T Y O U P R O V I D E A N D A M A Z I N G
E X P E R I N C E W I T H F A N T A S I C R E S U L T S E V E R Y T I M E . ​
S E R V I C E I S N O T J U S T A B O U T T H E P H Y S I C A L W A X
O R L A S H / B R O W T R E A T M E N T I T I S A B O U T H O W W E
S P E A K T O O U T C L I E N T S , H O W W E W O R K W I T H E A C H
O T H E R . I T P U L L S T O G E T H E R E V E R Y T H I N G Y O U
H A V E L E A R N T T O C R E A T E A C L I E N T S ’ A M A Z I N G
E X P E R I E N C E ​

12. CUSTOMER
PRODUCT
SERVICE
CONSISTEN
CY
PROCESSS
ES
BELIEF

13. TO SUMMARISE:
WHAT DOES
SCALING NKD
MEAN FOR YOU?
CAREER (& SALARY)
PROGRESSION​
TRAINING
OPPORTUNITIES​
MORE MONEY ALL
AROUND!​