LaSorella is a standout salon on the sunny Gold Coast which is best known for its expertise in blonde balayage, dimensional brunettes and colours that offer longevity.
We sat down with owner Samara Scott-Hunter, who is also the principal mentor at Salon Rising, to learn how she fosters a culture of strong human connection and excellent service that keeps both her team and their clients loyal.
Why did you want to become a salon owner?
I started hairdressing when I was 18 and fell in love with the people and the whole industry. Over my 20-year career, I transitioned from an apprentice to a salon owner because I wanted to create an environment that prioritises client care and relationship-building, which I wasn’t finding at my previous workplace.
What was your vision for LaSorella?
When I opened LaSorella 15 years ago, my goal was to build a salon that was not just client-focused but also deeply human-focused. Our team culture is everything. We’re currently a team of 10, and I prioritise creating an environment where everyone feels supported and valued. I’ve learned that taking care of my team first allows my business to be really successful.
We’re not just about hair, we’re about relationships. We’ve created a supportive environment where everyone can share what’s on their mind and lean on each other. It’s this sense of community that makes our salon unique and keeps my team together for the long haul.
I’m also still on the floor six hours a week which I love but I make it a priority to not do more than that otherwise I can’t support the business to grow and I can’t support my team.
How do you provide an exceptional client experience?
Consistency is key at LaSorella. We’ve developed a range of strategies to ensure every client feels valued and supported during their visit, whether it’s through our love languages approach by understanding how each team member and client prefers to receive support, or through personalised service options like choosing the level of conversation they’re comfortable with during their appointment.
Our clients appreciate the extra care we put into every detail, and we’re committed to making every visit special. This focus on client experience is even more crucial now as people are more selective about where they spend their money. By consistently delivering exceptional service, we ensure that our clients not only love their hair but also feel deeply cared for.
What Kitomba features help LaSorella to succeed?
Business Summary report
Kitomba’s Business Summary is the greatest report, I get so much information out of it and use it in so many different ways on the daily, weekly, monthly and yearly.
For example, a way I use it is in team conversations when talking about things like retail, I will ask my team what they think their numbers are this week and then I go to the report and show them what the numbers actually are.
I will then ask them questions such as ‘What do you think’s contributed to that? What do you think we need to do better in, and where can we move the needle?’ Being able to have those discussions with my team, with the data in front of me, is paramount.
Point-of-Sale
We quote all our clients before we start actually doing anything, and this has been a massive game changer for us as the clients feel comfortable and this allows us to feel comfortable in what we’re doing. So using Kitomba Point-of-Sale is really fantastic because it simplifies our input and checkout process.
Kitomba Targets
I believe in the power of setting goals, both individual and team-driven. Our team flourishes when we work towards common goals, and it’s been a game changer to see them unite over business wide targets.
We don’t just focus on numbers for the sake of it, instead, we align our goals with providing the best client experience so they understand why we have set this goal.
For example, retail is super important to us but not in the way of selling to make money. It’s more in the way of supporting a client on their journey. For us, it’s all about fixing problems. Especially at this time in the industry. I think that we need to look at those little things and work out how we can support our clients, whether it be recommending retail, or posting hair tutorials on social media.
What does success mean to you?
Success to me is more than just financial; it’s also about time. I’ve structured the business around a four-day workweek with no work on weekends or public holidays. This balance is vital for me and my team. I want everyone to enjoy their lives outside of work just as much as they do inside the salon.
Looking ahead, my goal is to leave a legacy of positive impact both for my team and our clients. Our motto, “One team individually keen makes a dream,” reflects our belief that when each person is committed to their own growth it contributes to the success of the whole salon.
I’m proud of what we’ve built at LaSorella, and I’m grateful to Kitomba for providing the tools that help us stay on track and grow. From individual targets to salon-wide projections, the insights we gain from Kitomba are invaluable. They not only guide our business decisions but also empower my team to strive for their personal best every day.
Connect with LaSorella and Salon Rising on Instagram.
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