What maKES SaKS SpEcial

© Saks Hair Holdings Limited

2

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.

BEST IN THE BUSINESS

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

33

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

SakSoffErINg

1 9 9 5 – 2 0 1 520 YEARS OFSAKS BEAUTY

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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.

cUSTomErcarE

5

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-to-one 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.

ExcEpTIoNal EdUcaTIoN

6

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

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 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.

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.

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.

Extensive consumer and trade PR helps communicate the Saks people behind the brand – essential to Saks being renowned for expertise.

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.

markETINg

7

XX% OFF

FOR XXXXXX EMPLOYEES

Saks salons are

open to non-members of the health club

Terms & Conditions: Mention discount at time of booking and bring Corporate Card to appointment. Valid on selected days a

nd

services with selected staff

at the salon above. Cannot be used with any other offer.

ANY HEALTH CLUB

123 ANY STREET

ANYTOWN, POSTCODE

T 01234 567 890

Call in or ring us on 01234 567 890 to book your appointment

We’re the UK’s favourite hair an

d beauty salon group, dedicated to

transforming the way our customers look and feel, each and every day.

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Saks Hair & Beauty

57 Birmingham Road, Sutton Coldfield

Birmingham B72 1QFT. 0121 354 8353

E. SuttonColdfield@saks-salons.co.uk

With . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

DATE

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57 Birmingham

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With . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

% OFF

XXXXXX EMPLOYEES

ons are open to non-members of the health club

Conditions: Mention discount at time of booking and bring Corporate Card to appointment. Valid on selected days a

nd

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ALTH CLUB

STREET

WN, POSTCODE

4 567 890

r ring us on 01234 567 890 to book your appointment

K’s favourite hair an

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8

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.

SakScommUNITy

SakS HaS vITalITy. THEy ENcoUragE THEIr pEoplE To compETE aNd THEN SHow How To wIN! eleAnoR Wilson

8

9

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 fINgErTIpSnicolA 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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coNTacTSakS HQ55-59 Duke StreetDarlington, County DurhamDl3 7SD, uniteD kingDomtel +44 (0)845 678 0290email CuStomerServiCeS@SakS.Co.uk

SakS apprentiCeShipS66 Duke Street, Darlington, Co DurhamDl3 7SD, uniteD kingDomtel +44 (0)1325 341 605email info@SakSeDuCation.Co.uk

SakS lonDon aCaDemieS & art team18-19 long lane, SmithfielD lonDon, eC1a 9pltel +44 (0)20 7379 3563email aDmin@SakSartteam.Co.uk

SakS northern aCaDemieS55-59 Duke StreetDarlington, County DurhamDl3 7SD, uniteD kingDomtel +44 (0)1325 341 621email Darlington.reCeption@SakStraining.Co.uk