THE BUSINESS OF HAIRDRESSING

Cos caught up with Tori Markham, Salon Manager at TONI&GUY Covent Garden, and Carl McCaffery, Managing Director of the TONI&GUY Canary Wharf salon, to talk about the business side of hairdressing

TONI&GUY CANARY WHARF

How long have you been in business and what changes have you seen over the years?

Tori: I’ve been part of the TONI&GUY family for 26 years, and over that time, the industry has evolved massively. One of the biggest changes has been the rise in salons opening and client expectations. Back in the day, it was all about ‘bums on seats’ and getting people in and out. But now, it’s so much more than that. Clients are looking for a personalised, elevated experience.

Carl: When we first opened in Canary Wharf more than 25 years ago, the district was smaller, with only around 50 shops and restaurants. Today, it’s a thriving hub with over 350 retail outlets and five shopping malls, along with new residential buildings and improved transportation. We’ve expanded our services and team, staying true to our core values of innovation and quality. We’ve embraced new trends, particularly with digital engagement, and are proud to be part of the vibrant community in Canary Wharf as it continues to grow.

“YOU MUST ALWAYS BE READY FOR CHANGE. IT’S A FASTMOVING INDUSTRY, AND STAYING STILL ISN’T AN OPTION.”

How would you describe business in 2025?

Tori: Today, business is all about adaptability. You must always be ready for change. It’s a fast-moving industry, and staying still isn’t an option. It’s also more important than ever to put yourself out there. Connect with your clients, engage with your team, and really listen. Our success comes from understanding what people need and responding with passion and purpose.

Carl: During weekdays, we primarily serve business clients, offering expert services to professionals. On weekends, we cater to local residents, providing a more relaxed and personalised experience. This balance allows us to meet the diverse needs of both corporate and residential clientele in the ever-evolving Canary Wharf area.

Owning a business/salon is as exciting now as ever before, what do you love about being a salon owner?

Tori: For me, the most rewarding part of running a salon is seeing my team thrive. Creating a positive vibe in the salon is everything, when the energy is good, the clients feel it too. I love motivating my team, setting new challenges, and watching them grow both creatively and professionally.

Carl: I love building lasting relationships with clients and being part of their transformations. The team’s creativity and passion make every day inspiring, and being in the heart of Canary Wharf means we’re surrounded by energy and opportunity.

Tell us about working with a brand, what do you love about being part of a global brand?

Tori: Being part of TONI&GUY truly feels like being part of a big family. Even though it’s a global brand, we all communicate as one. One of the things I love most is the incredible training and development opportunities, I’m passionate about bringing new talent into the business and helping them progress.

Carl: As a franchisee, I get the independence to run my own business while benefitting from the brand’s global and diverse education offering. The sense of community within the brand is amazing, with a collaborative, family-like atmosphere where we share ideas and learn from each other. I also love the opportunities to attend industry awards and the focus on continuous education, which keeps my team ahead of trends and helps us deliver top-tier service.

How do you juggle creativity and business and what do you think is the relationship between the two - do you believe that you can’t have one without the other?

Tori: For me, creativity and business blend into one. Running a successful salon means the team understands their earnings, their goals, and how they can grow. When they have a clear sense of direction, business is good.

Carl: Creativity and business go hand in hand. Creativity drives the unique, personalised services we offer, while the business side ensures smooth operations and provides the resources that allow creativity to thrive. Both elements feed off each other; a strong business foundation enables innovation, and in turn, exceptional creative work boosts the salon’s reputation and growth. It’s all about balance, where both sides rely on each other for success.

Share your top tips for those looking to open a salon or launch a business...

Tori: I’d say that one of the key tips for anyone looking to open a salon or launch their own business in 2025 is to remain hands-on and stay engaged with your team. It’s also important to motivate your team by showing up for them and creating a culture where everyone feels valued. In short, stay connected, be the driving force for your team, and invest in building a motivated and passionate work environment.

Carl: Location, location, location. It’s absolutely crucial. Where you choose to open your salon can determine your footfall, your clientele, and ultimately your success. Do your research and understand your market. Equally important is building a strong, passionate team. Your people are your brand.

How do you see the evolving expectations and needs of our clients, and what do you believe we should be offering to meet those demands in today’s salon environment?

Tori: Client care is at the heart of running a successful salon. Clients now expect more than just a great haircut or style; they want an experience. They come to us not only for our expertise but also to feel relaxed, pampered and valued. To meet these expectations, we need to ensure that we’re putting 100% into every single client. This means truly listening to their needs, understanding them, and delivering tailored services that make them feel special.

Carl: We’re fully focused on client experience and elevating the touch points of the client journey, it’s no longer just about great hair. There’s a clear shift towards wellness, selfcare, and premium service. They want to feel looked after from the moment they walk through the door, and that’s something we’ve really focused on.

“LOCATION, LOCATION, LOCATION. IT’S ABSOLUTELY CRUCIAL. WHERE YOU CHOOSE TO OPEN YOUR SALON CAN DETERMINE YOUR FOOTFALL, YOUR CLIENTELE, AND ULTIMATELY YOUR SUCCESS.”