What maKES SaKS SpEcial

What maKES
Saks special
© Saks Hair Holdings Limited
BEST IN THE
BUSINESS
Saks is the UK’s leading hair and beauty salon franchise group
with an award-winning, network of salons on the high street and
in health clubs. Saks is also renowned as an international leader
in hair and beauty education.
Founded in 1974, Saks has established a strong brand name
associated with quality, professionalism and expertise. The
essence of the brand is ‘special’ – a single word that drives and
encompasses everything the company does and how it wants to
make its people and customers feel. Saks’ internal rallying call,
“what have you done today that is truly special?” ensures the
special brand promise remains a focus for all Saks people.
With over 40 years’ experience, Saks provides an established
business format to its franchisees, including brand name and values,
advice and support, business expertise and exceptional training
– all critical to the company’s success. A comprehensive career
plan and education programme are provided to all its people,
from trainee to franchisee, to ensure quality remains consistently
high across the network – whether through delivery of service,
customer care or brand experience.
Saks has a proven track record in franchising and has full British
Franchise Association endorsement and approval. In 2008, the
Saks network grew internationally, opening in Dubai, with further
international salons opening in Mumbai and Kuwait.
Saks has won many awards over the years including: L’Oréal
Colour Trophy Awards, British Franchise Association Awards,
British Beauty Awards, British Hairdressing Awards and
Hairdressing Business Awards.
Saks is a rare combination - all the
power of a big national business,
all the friendliness and community
feel of a small family company.
The Saks philosophy is simple - it’s
all about success
Alan Richardson
General Manager, L’Oréal Professionnel
Saks combines their talent and
expertise with first class education
and training which is key to their
success. It’s clear that their
continued passion and energy
for the industry generates award
winning results time after time.
Noella Gabrielle, Director of Product
and Treatment Development, Elemis
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saks
OFFERING
The Saks brand is all about women… their style, transformation
and confidence. And Saks aims to transform the way its customers
look and feel, each and every day, making them feel special.
HAIR
When Saks opened its first hair salon way back in 1974 it was a new
phenomenon with Saks being amongst the first to move away from
the traditional ‘shampoo and set’ culture to the new ‘cut and blow
dry’.
Saks continues to lead the way today in beautiful, wearable hair with
signature collections which are published in magazines around the
globe. Saks’ hair collections are created by the industry-renowned
Saks Art Team, who are also responsible for training the group’s
stylists.
BEAUTY
Having identified a gap in the market Saks launched its beauty salons
in 1995, being amongst the first to introduce treatments such as
injectables, IPL laser hair removal and 3D-Lipo body contouring
as mainstream services. Saks continues to lead the way today
expanding its network of salons, dedicated solely to the world of
beauty.
Skin health is at the forefront of the group’s offering with a focus
very much on services which deliver visible results. Saks has adopted
a prescriptive approach where an in-depth consultation with an
expertly trained therapist determines the most effective treatments
or course of treatments.
Beauty Treatments include:
n Advanced corrective skin treatments, using a combination of
electrical therapies with advanced cosmeceutical products and
skin peels
n Face and body treatments including anti-ageing facials and
relaxing massage tratments
n Injectables clinics specialising in aesthetic, cosmetic procedures
n IPL laser hair removal
n 3D-Lipo body contouring
n Spray and UV tanning
n Beauty essentials - including waxing, brows, lashes and nails
1 9 9 5 – 2 0 15
20 YEARS OF
SAKS BEAUTY
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customer
care
Saks’ customer-centric approach is key to the brand philosophy –
helping to ensure that each and every customer feels special. The
Saks customer promise, displayed in every salon, guarantees the
company’s passion for customer care.
Customer care training is included in the compulsory company
induction. Whilst Saks company policies assess every aspect of a
customer’s journey through a Saks salon and provide measurable
standards as a guide to salon and individual progress. A mystery
customer programme ensures quality standards are maintained
across the network and Saks’ perfect service programme really helps
to focus franchisees’ attention on providing the ultimate in customer
service.
A dedicated customer service team, based at Saks HQ, provides a
helpline for franchisees (so there’s support every step of the way)
and customer enquiries.
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EXCEPTIONAL
EDUCATION
The group’s ethos of providing continuous, free training to
its people not only engages and motivates but also ensures a
network of experts which ultimately help build successful salon
businesses.
The company’s compulsory induction training for all new team
members, from trainee to franchisee, ensures all Saks people are
immersed from day one in the brand and its values, signature
techniques, consultation, customer care and company systems and
policies.
Saks franchisees are trained and nurtured with a range of business
workshops run by leading industry experts and the group’s senior
managers. In addition, hands-on training is delivered to new salon
owners from experienced franchisees who are assigned as mentors
to share their daily experiences of running a salon. Also, one-toone sessions between Saks’ Business Development Managers and
franchisees are tailored to meet individual needs. All this, along
with the Saks Operations and Policy Manuals, assists them in the
successful day to day running of their salons.
Saks’ hair education is developed and delivered by the Saks
Art Team – a group of industry-renowned educators and hair
creatives. Compulsory cutting and colouring training – Simply Saks:
The Knowledge – ensures all stylists are experts in the brand’s
signature techniques. The Saks Art Team also creates an annual
collection of signature trends and techniques. These looks are an
integral part of Saks’ marketing campaign and stylists are trained
in the new collections. The Art Team also hosts advanced training
sessions to offer stylists inspiration and salons also benefit from
in-salon Art Team visits for personalised, salon-specific creative
education.
Saks’ compulsory beauty induction training ensures that all
therapists are experts in the full Saks beauty offering. Beauty Skills
Days ensure all core beauty services are delivered to an expert
standard by enhancing existing skills and introducing new skills in
services such as waxing, eyebrow, services, tanning and nails. The
Beauty Post Graduate Diploma develops knowledge in advanced
areas such as anatomy and physiology to support Saks’ positioning
as skin experts. And the Saks Beauty Ambassador Programme
is an outlet for therapists wishing to develop teaching skills and
get involved in treatment development and the latest beauty
innovations.
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As well as being the base for Saks’ internal training programmes
the Saks Academies in the south and north also offer fast-track
hairdressing, barbering and beauty courses for beginners. These
courses require no previous experience and enable delegates to
obtain the industry-renowned Saks Diploma and NVQ Level 2 or
3 in just three to six months.
For those seeking to improve their hairdressing skills or who
simply want to be inspired, short courses are also available.
Developed and delivered by the Saks Art Team these courses
include advanced cut, colour and hair-up courses. A wide range of
beauty short courses is also available including nails, make-up and
advanced waxing.
There’s also hair and beauty apprenticeship training, delivered by
Saks Apprenticeships, which is taught within the salon itself, so it’s
hands-on, real life learning from the start, resulting in recognised
NVQ qualifications. There are advanced apprenticeship schemes
as well, including African Caribbean, Barbering, Hairdressing,
Customer Service, Retail and Beauty Therapy.
Saks’ educational practices have been acknowledged as
outstanding, resulting in the ultimate accolade, being awarded
UK’s Best Training Provider with Beacon Status. This mean Saks is
recommended as a benchmark for educational best practice across
all industries.
Saks’ Beacon Status is an example
of all that is dynamic about the
further education system. Saks
achievements should inspire others
Bill Ramell, Minister for Lifelong Learning,
Further and Higher Education
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MARKETING
Saks marketing has won several awards, including the beauty
industry’s Marketing Strategy Awards for three consecutive
years and creative marketing was a principle factor in Saks
winning the HSBC Franchise Award for two consecutive years.
TE
DA
Integrated consumer campaigns ensure Saks is a nationally
recognised brand. Campaigns aim to raise awareness of the brand,
reinforce brand values, inform of salons, services and treatments
and ultimately drive traffic to saks.co.uk for further information and
to salons for the Saks experience.
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Saks’ fantastic brand-led website communicates what makes Saks
special, whilst each salon has its own microsite attached to the
main corporate site ensuring a strong online presence.
A comprehensive customer email programme helps increase
loyalty by making customers feel part of the brand and ultimately
aims to encourage them back into the salon.
The Saks UK Facebook page is updated regularly with the latest
news and is linked to all salons’ Facebook pages meaning posts
are automatically shared throughout the network. This is a great
way to ensure national messages are pushed out locally and leaves
salons free to post about their salon, team and customers.
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National marketing activity is supplemented by salons’ marketing
on a local level. And salons are provided with assets including
brand guidelines, beautiful brand, hair and beauty imagery, template
emails and press releases and artwork for promotional and
operational materials. Plus a local marketing tool-kit of on-brand
campaigns and offers to drive business locally. All available anytime,
anywhere from the Saks People intranet.
Marketing manuals, how-to guides and workshops ensure Saks
franchisees are up to date with the latest marketing channels and
are able to use them effectively to promote their business.
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Extensive consumer and trade PR helps communicate the Saks
people behind the brand – essential to Saks being renowned for
expertise.
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community
Saks company culture is unique. Saks people have a passion
which infuses the customer. Saks has never embraced an ‘it’s
cool to be rude’ culture – unfortunately all too common in the
fashion industry. Quite the opposite, Saks people are genuine,
embracing professionalism and friendliness and it continues to
be Saks’ number one priority to exceed the standards that set
the brand apart – fabulous hairdressing, advanced beauty and
outstanding customer care with the ultimate aim of making each
and every customer feel special.
Saks is passionate about ‘harnessing the team behind the brand’
and sustaining the brand’s enviable culture. Every opportunity to
get across Saks messages internally is exploited.
Network Group Meetings for franchisees take business planning to
a new level, launching exciting company direction and initiatives to
franchisees.
The annual Saks Franchisee Conferences allows franchisees to take
time out from their business to relax and really enjoy the fun and
camaraderie that being part of the Saks network brings.
Saks Awards motivate and educate individuals and teams, helping
to drive business for the months following.
Saks work parties involve franchisees and HQ personnel assessing
different areas of Saks’ business, ensuring Saks continues to exceed
expectations.
A ‘franchisee only’ Facebook forum allows franchisees to take full
advantage of being part of the Saks community, asking advice from
each other and exchanging ideas.
Saks’ intranet platforms key brand strategies and news to
franchisees and salon teams, including the latest in hair, beauty and
business, which are reinforced via internal e-communications. The
intranet, known as ‘Saks People’ also acts as a resource centre for
marketing and training literature, and key suppliers take advantage
of the site to communicate messages to the Saks network. All in
all, the intranet acts as a one-stop-shop for all things Saks.
saks has vitality. They encourage their
people to compete and then show how
to win!
ELEANOR WILSON
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FROM OUR
FRANCHISEES
I wanted to be part of Saks because the
brand’s reputation is outstanding. It has
stood the test of time and you know
you’re in safe hands. The brand ethos,
that every CUSTOMER should be made
to feel special, is something I really
believe in. The business support has been
second to none and my turnover has
completely surpassed my expectations.
Eleanor Wilson, Saks Hair, Exeter
A huge advantage of being a Saks
franchisee is the time we get to spend with
our Art Team. We love sending our team
to learn with them and helping backstage
at glitzy events is great for motivation.
Paul Calladine, Saks Hair, Doncaster
In today’s competitive climate it’s
reassuring that Saks is up to speed
with customer needs and isn’t afraid
to embrace new innovations. As a
franchisee there’s a great level of
support, all angles are covered; training,
marketing, finance – you name it, Saks
helps and advice is always at your
fingertips
Nicola Mark, Saks Beauty, Newcastle Gosforth
There’s no stone left unturned
when it comes to education at Saks;
the training inspires and motivates,
improves performance and ensures
Saks people really are the experts in
looking after the customer and all
things hair and beauty!
Claire Denyer, Saks Hair & Beauty, Kings Hill
Saks Beauty’s reputation is outstanding
and the training, marketing and business
support is second to none. I moved from
within a Saks Hair & Beauty salon to my
own stand-alone beauty site and Saks
has supported me every step of the way.
My turnover, average bill and cUSTOMER
numbers are all on the up and I feel really
confident about my future with Saks.
Rebecca Barraclough, Saks Beauty, Halifax
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contact
Saks HQ
55-59 Duke Street
Darlington, County Durham
DL3 7SD, United Kingdom
Tel +44 (0)845 678 0290
Email [email protected]
Saks Apprenticeships
66 Duke Street, Darlington, Co Durham
DL3 7SD, United Kingdom
Tel +44 (0)1325 341 605
Email [email protected]
Saks London Academies & Art Team
18-19 Long Lane, Smithfield
London, EC1A 9PL
Tel +44 (0)20 7379 3563
Email [email protected]
Saks Northern Academies
55-59 Duke Street
Darlington, County Durham
DL3 7SD, United Kingdom
Tel +44 (0)1325 341 621
Email [email protected]
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