From lousy to luxury: why customer service matters

5

min read

From lousy to luxury: why customer service matters

wedge coral iwoca
red wedge
grey wedge
yellow dot
grey line with green square
blue square

Hi Cecilia, thanks for talking with us today. First, tell us about Nails and Cocktails.

We’re a nail and beauty salon, we’ve just opened our first branch a year ago – hopefully the first of many. I like to call it a boutique experience.

What did you do before that?

I was in operations management for a few years. My best friend and I always wanted to open something. Originally we dreamed of a spa, but we decided to start a bit smaller.

DSC 2310-43 (1)
Cecilia outside her salon, Nails and Cocktails, in Chingford

How did you set your business up?

In 2016, it was my daughter’s 16th birthday, and she asked, “Mum, can I get my nails done?”. Eventually I conceded, and I went with her afterwards because I liked how it looked. We went to a salon, and I was really unhappy with the service.

I was sitting there, thinking “Imagine being able to do this with alcohol on a night out”, as a way to relax. “Why don’t we just do it for ourselves?”. We set up an Instagram, and we started to get followers. They asked us “When are you going to open”, “When can I get an appointment?”

We knew that we had to start up. I started looking at properties and a week later we had the keys.

What’s the best bit about running your business?

The best part is being allowed to have full control of all things creative. Being able to be as creative as we want to be, I tell my staff that they have no limits. It’s just freedom.

What's the hardest part about running a salon like yours?

We have a lot of staff turnover. Finding the right staff is crucial, especially in an intimate environment like a salon. I want our customers to come in and be able to talk to us about anything. That's the kind of experience I expect to receive.

DSC 2196-1 (1) (1)
Cecilia prides herself in her customer service

Is your daughter involved in the business, being the inspiration for it all?

We call her the apprentice, the baby boss in training. We’re keeping it in the family and she’s learning all the beauty techniques. We hope that when the empire has grown, we’ll have her driving up between all our locations and managing them.

{{flexi-loan="/components"}}

Article updated on:
October 16, 2020

Get started

  • Borrow up to £500,000
  • Repay early with no fees
  • From 1 day to 24 months
  • Applying won't affect your credit score
Apply now
red line and yellow circle

Other finance related topics

Lorem ipsum dolor sit amet, consectetur adipiscing elit.

View all
Alternative business funding

Supply chain finance

Supply chain finance plays a crucial role in the success of businesses in the UK. It involves various financial techniques and solutions that help optimise the movement of goods and funds along the supply chain. By understanding the basics of supply chain finance, businesses can unlock potential opportunities and drive growth in the competitive market.

Accountants

Management buyout

A management buyout (MBO) is a well-known strategy in the business world that allows the existing management team to take control of a company by purchasing either all or a majority of the company's shares from its current owners. In the UK, management buyouts have gained significant popularity as a means of acquiring and managing businesses.

Alternative business funding

Property refurbishment loans

In today’s competitive real estate market, property refurbishment has become an increasingly popular strategy for investors looking to maximise their returns. However, undertaking a renovation project can often require a significant amount of capital upfront. This is where property refurbishment loans come in to provide the necessary funding. In this article, we will explore everything you need to know about these loans and how they can help turn your property investment dreams into a reality.

light blue wedge

Let’s get started

Applying won’t affect your credit score

Need help? Call us:

Get approved in 24 hours

Applying won’t affect your credit score

What's next?

  • Apply in 5 minutes
  • Meet your account manager
  • Get money in the bank in hours

Need help? Call us: