Retail Merchandiser - September/October 2012 - (Page 117)

Retail GREAT CLIPS Great Branding Great Clips has grown into the largest salon brand in the world by keeping up with technology while staying true to the values its customers have come to expect. or the largest hair salon brand in the industry, staying true to the principles and strategies that grew Great Clips to more than 3,200 locations is of utmost importance. The “delivering the brand” document – in place in every location – reads, “comfort, freedom and connection,” and is the goal each employee must strive to achieve every day. “I believe that we have a really strong, consistent customer focus,” CEO Rhoda Olsen says. “It’s really simple. Sometimes businesses get complicated, but we’ve stuck to that core document, and it has visibly made a difference.” Even as it upholds its original values, Great Clips is bringing the hair care industry into the 21st century by investing in technological advances to make looking good convenient and affordable. In fact, the company has had some major product rollouts just in the last year that are still in the implementation stage. “The challenges we face are making the right investments related to technology,” Olsen says. “There are so many opportunities in the technology area, and there are several different audiences we impact, so [the challenge is in] making the decisions for the right technology investments with so many things coming at you.” F Ahead of the Curve As Olsen puts it, the salon industry traditionally has been slow to accept new business technologies. For instance, Olsen says Great Clips is the first major chain to add online customer check-in capabilities to its website. Online check-in was developed by Innovative Computer Systems, Great Clips’ POS and technology vendor. Aside from checking in before entering a specific salon, this system provides accurate wait times so the customer will be able to plan better and only wait a few minutes once they are in the salon. They also have a database that stores customer preferences for Rhoda Olsen Minneapolis September/October 2012 retail merchandiser 117

Table of Contents for the Digital Edition of Retail Merchandiser - September/October 2012

Retail Merchandiser - September/October 2012
Brand Licensing Europe
Showrooming Mushrooming
Pinch the Grinch
Category Insight
Upfront: BJ's Wholesale
Mind Candy
Outfit 7
Halfbrick Studios
Redasign Studio
Sony Pictures Consumer Products
Brentwood Licensing
Andrews McMeel Publishing
Chestnut Petroleum Distributors Inc.
The Hartley Co.
Mollie Stone’s Markets
Regal Oil
80Purple Cow Stores
Ocean State Job Lot
Staples Canada
Brookshire Grocery Co.
Wally’s Food Pride
Jewelry Television
Skin Science Labs Inc.
Great Clips
New & Noteable

Retail Merchandiser - September/October 2012