Marlene Lamont of Urban Hair & Beauty shares how salons can adapt their booking systems, communication and services.
Published:Having worked in the hair industry for more than 40 years and run Urban Hair & Beauty for two decades, Marlene Lamont has seen generations of clients come through her salon – with many now returning with their children and even grandchildren.
For Marlene, creating an inclusive salon experience means recognising that different generations can have very different expectations, from how they book appointments to how they communicate and the services they want.
“Catering to different generations in the salon requires balancing diverse communication and service expectations across different generations,”
– Marlene
Technology can make booking more convenient, but it is important not to assume every client wants a digital-first experience.
At Urban Hair & Beauty, clients can book through Phorest, allowing them to check availability and make appointments without speaking to a member of the salon team. The system also enables online payments and sends appointment reminders directly to clients’ phones. These features can appeal particularly to younger, digitally confident clients.
However, Marlene stresses that traditional forms of communication remain just as important.
“Human contact is extremely important at Urban Hair & Beauty, especially for older clients”.
Giving clients the option to call the salon or visit in person means they can book in a way that feels comfortable and familiar, without the pressure of navigating technology.
For Marlene, this personal approach can also help transform the salon into more than simply a place to have your hair done, creating a welcoming community hub that encourages loyalty and repeat visits.
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The way clients want to communicate during their appointment can also vary significantly.
While some younger clients may prefer a quieter appointment with less small talk, other clients value the social aspect of their salon visit and enjoy having a conversation.
Marlene recommends tailoring consultations to individual clients rather than taking a one-size-fits-all approach.
Older clients may appreciate more structured advice, while younger clients may prefer visual references and arrive with specific trends or looks they want to achieve.
“Creating a salon environment where clients feel comfortable, accepted and listened to is key”.
That relationship can also continue beyond the appointment. At Urban Hair & Beauty, the team interacts with posts about the salon to show clients that they are being heard, while referral discounts encourage existing clients to recommend the business to others.
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Catering to multiple generations also means ensuring the team has the technical skills to deliver a broad range of services.
While older clients may favour reliable, classic cuts and regular maintenance, younger clients are often influenced by social media and may request the latest trends and techniques.
Marlene believes salons can meet both needs by investing in ongoing education.
At Urban Hair & Beauty, the team regularly attends training days to stay up to date with fast-moving social media trends while continuing to develop their skills in classic cutting techniques.
This approach allows the salon to offer everything from low-maintenance classic cuts through to more contemporary services such as lived-in balayage and creative colour.
For Marlene, catering to different generations isn’t about choosing between technology and traditional service, or classic styles and emerging trends. Instead, it is about giving clients options and understanding that their expectations may differ.
By offering flexible booking methods, adapting communication styles and investing in broad technical training, salons can create an environment where grandparents, parents and younger clients all feel equally welcome.
And with generations of clients increasingly visiting the same salon, that ability to evolve while maintaining a strong personal connection could be key to building lasting client relationships.
Feeling inspired? Read our other articles with Marlene Lamont here.
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