ep127 Chet & Amber Pope

Show Notes

Today’s guests are the husband and wife team from Salon 27 in Mesa, Arizona. They added a virtual element to their consultations that has completely changed their business. They’re here to tell us how it’s done with a simple four-step process.

As the salon’s Creative Director, Amber brings the artistry and training. With Chet’s background in marketing and data analytics, he’s driving the innovation. Together, they balance business and creativity beautifully. They are profitable owners, phenomenal educators, and inspiring leaders—fresh off the huge honor of winning NAHA’s Inspiring Salon of the Year award—and they are genuinely great people who care deeply about making our industry better.

So let’s dive into this week’s Headcases with Amber and Chet Pope!

2:33 Personal Background and Salon 27’s Origin

13:40 Virtual Consultation Process

52:54 Implementation and Impact of Virtual Consultations

53:11 Challenges and Solutions in Adopting Virtual Consultations

1:07:12 Final Thoughts and Future Plans

Complete Transcript

Chris Baran 0:00
How great would it be to get up close and personal with the beauty industry heroes we love and admire and to ask them, How did you learn to do what you do? I’m Chris Baran, a hair stylist and educator for 40 plus years, and I’m inviting all our heroes to chat and share the secrets of their success.

Amber Pope 0:22
I Well,

Chris Baran 0:24
welcome to another episode of head cases, and check out these figures. How would you love to have a 85% booking rate, 75 rebooking and a 30% increase in up sales. Today’s guests are amber and Chet Pope, and they’re the owners of salon 27 in Mesa, Arizona, and they’re going to share how they got those numbers by simply shifting one thing, incorporating virtual aspect to their consultations. And they’ll share a four step process on how to do it. Amber, as the salon creative director, brings the creativity and training and Chet marketing and data analytics brings the innovation together. They combine a beautiful balance of business and artistry. By the way, this husband and wife team just came off a huge high from winning Nahas inspiring Salon of the Year award. Kudos to you guys, besides being profitable business owners, phenomenal educators and inspiring leaders, I can attest to the fact that on a personal level, they’re just great people who give a damn about making our industry better. So let’s get into this week’s head case, Amber and Chet Pope, my friends, it is so good to see you and Chet and Amber, it’s I’m so excited to talk about I’ve already given you guys this, this glorious introduction, and we’ve already let everybody know what it’s about, but before we get into so first of all, I just want to say, Welcome to head cases. It’s great to have you guys here. Excited to join

Amber Pope 2:11
us. Thank you. Excited to be here.

Chris Baran 2:13
So yeah, I’m thinking, happy to see you. Chris. Well, look at me blushing. How could we not? And I think the last time we saw each other was at Premier. That’s about a month ago, which is a shame, because we, I’m going to live down the block from one another, but we’re both from the same city, and we’ve always had this eternal let’s get together for dinner, which we got to make, and get together for dinner drinks. We will do that.

Chet Pope 2:37
It has to happen. But hey, like, why not run into each other in halfway across the country, right? Very

Chris Baran 2:42
good. Yeah. So we’ll see you again at at abs. So

Amber Pope 2:48
I have to say, Chris, though, when you joined us while we were facilitating there, I don’t think I have lit up as much that entire weekend. I was like, Chris, I was so excited to see you and just delighted and had the biggest squeeze. So thank you for joining us. Definitely,

Chet Pope 3:07
definitely one of the top moments of the weekend. Well,

Chris Baran 3:09
listen, that was the top top piece of our weekend, too, just being in the room with you guys, because we’ve been friends for a long time, and we’ve, you know, done a lot of a couple few things together. And I, but I want to, I want to cut to the chase here, because I want to before I want to set people up here. Because in the intro, I talked to everybody about, you know, 85% 85% booking rate, 75% rebooking, 30% for upselling. I mean, I think you’ve got to be insane if you’re not listening to this to find out how to do that, and I don’t, however, you know, I’ve got that. And if you could just give me the top line of just what was the one thing that you did differently that that sparked this? And then I’m going to do a shift, because I want people to know about you after that, but I want to give them a little suspense hook in here. So what was the one thing that you did differently to get those numbers

Chet Pope 4:08
again? I think the easiest way to say what we did in a tidbit would be we gave people an opportunity before they walked in the door. Got it, and we’ll leave it at that, right?

Chris Baran 4:22
Yes, that was very suspenseful. All right, so, so give us a little bit of your like, salon, 127, you know, very brief history, like hair story. Where’d you come from? How’d you get I mean, I think it’s not rocket science that did think that you’re a couple. But the the How did, how did? Well, first, let’s start with that. How did you guys get together?

Amber Pope 4:45
My gosh, you know, I’ve known this guy since I was 16 years old, and he was 17. We met in high school, yeah. The the abridged version of this, Chris is that I thought he was very cool because he had like, a blue Mohawk. Walk in a dog collar around his neck, and I was like smitten from the second that I saw him on the homeroom announcement. How could she not be? I mean, really? And then I realized very quickly that we were really good friends, and he tried from ages 16 until we were 23 and 24 to date me, and I would say no and no and no and no, and then finally, one day, Chet,

Chet Pope 5:30
what do you do? I just proposed to her. After eight years of friendship, we had, you know, we got pretty close, but never romantically. But like, I always had a crush on her, and, like, she can lie and say she didn’t, but I’m pretty sure she did on me. And so yeah, I think again I asked her for, like, the last time, I’m like, Hey, like, Let’s date. And she’s like, No, you’re a terrible boyfriend. She’s like, and we’re too good of friends. Like, I don’t want to mess that up. And I’m like, Well, why don’t we just get married? Then I’m like, we already know each other. Isn’t dating, just about getting to know each other. And at this point, I’m pretty sure I farted in front of you. So it’s like, you know, you kind of get rid of the, you know, the the weird, you know, dating part and so, yeah, so that was almost 22 years ago. We got married.

Amber Pope 6:24
We’ve been together ever since we were together, before and after and our our first kiss, he proposed to me, like, just so loose, like, will you marry me? Our first kiss was in Sky Harbor Airport, and we were married. That was in, gosh, November. We were married by February, and that’s actually February 7 is our anniversary, and now salon 27 is salon 27 it’s our anniversary.

Chris Baran 6:49
That’s awesome. Well, first of all, kudos for you, buddy, because I if there, if I’m going to go to the dictionary now and look up persistence, I’m going to see your face in there, because that was, that’s an awesome story. That is an awesome story. So give us a little bit about the the history. But the salon 127, how did that? How did that start? How did hair get into this? So

Amber Pope 7:14
I’ve been, you know, behind the chair for over 20 years, and and really, through chet’s encouragement, he used to say, you should do hair. And I was deep in a career in nursing, and I thought, you know, I don’t think hair is for me. I’m glad that all of a sudden, my life got changed with watching one haircut. And I watched one haircut, and I could see the artistry of hair happen. And it really opened my eyes to see that there was something amazing here in an industry that I had no idea could be this. I signed up for hair school I came home from, you know, when Chet came home from work, I was like, I signed up for hair school. He was like, you finally did. And to his surprise, and so, you know, my journey was much more independent of Chet, him supporting me in the career, but it wasn’t until the birth of our second child that Chet was like, I really think that we should go all in and create a space, just so that you feel like you can have a home to work in, and we can invite other stylists. And that journey started in 2015 so that’s we’re going on 10 years of Salon. 27 being born. Our first child turned one year, and we signed the lease papers that year.

Chet Pope 8:42
Yeah. It was one of those things, I think I was, I was working in corporate America, and was really just over my job. Amber had, you know, post kids, she ended up renting, like, kind of subletting, a suite with another stylist, and hated being by herself. And so every day, she would come home and just complain about, like, how much she was just not happy in her space. I wasn’t happy in my space. So what should we do? Let’s open up a salon. Wow, and that’s what we did. The rest

Chris Baran 9:18
is history, yeah. And you know, I love it because I just wrote down persistence, supportive, happy and intuitive, and I just went, you know, Amber, you better hold on to that guy, because I think that there’s going to be some ladies in here that are saying that that’s the kind of guy he is. Then they’re going to say he’s going to be getting phone calls here and you’re going, No, no,

Amber Pope 9:43
no, no, listen, I will take the earrings out and go down

Chris Baran 9:46
duke it out with anybody. Okay, and I know you. I know mine. Okay, so it’s awesome. So give us a so you went, you started the salon, but then now talk up a little bit about just the progression of the salon. Yeah. How it went from that just startup and then you guys have certainly evolved the footprint of not only just the space, but the education, the systems that you put in place, et cetera, tell us a little bit about that,

Chet Pope 10:16
I think, right off the bat. So when we initially decided to start up salon, like I’m I worked in analytics and stuff previously, so I analyzed everything, right? And so the first thing I did, I’m like, we need to find a space that we can get into, that if nobody ever wants to work for us, we can still afford to pay the rent and everything. And that’s what we did. So we found a small space. It was what, 12, 1300 square feet in Chandler, very reasonable rent, and moved in with one employee, Amber reached out to a good handful of her hair friends, and only one of them wanted to take the leap with us. She’s still with us today. And and and did that, um, slowly, kind of growing once people saw like, what she was doing there, like they want to be part of it.

Amber Pope 11:07
And education was baked in from day one.

Chet Pope 11:11
Oh, is that, you know, when we, when we, first thing we did is, like, we did some, some education with our brand partner at the time. And we, you know, kind of wrote out, like everything we wanted to do, and we have stuck to that from the day we opened to through today. The big shift, though, kind of came during covid, right? So covid happened, we actually shut down, I think the day before, maybe two days before the world said, hey, everybody has to shut down. We had a client in an inverse of scare. So we shut down, and we knew that when we were reopening we were going to need space. It happened to coincide with our lease coming up in our first space. So we went shopping during covid, and that’s how we got our current space.

Chris Baran 12:03
Yeah, which is beautiful, I have to tell you, the loft upstairs, and it’s a magnificent, beautiful place that I that you guys, I love, I just love the space. It’s just you walk in there and you feel at home with great now, I’m sure everybody has passed the suspense now, and they’re going, Okay, I heard all the numbers, 85% booking, 75% rebook, 30% upsell. So tell us what you did. Like, what was the what was the thing that happened?

Amber Pope 12:31
I think that what ended up, you know, over our journey, up to this point, what I’ve really accepted that Chet has brought to the table is the power of in invention and tech, and me to be able to lead into it. Because like for everybody who is listening, there’s always one person in your business who’s a resistor, and I’m the one that you have to prove it to. And so Chet came with this idea, and so let them know how this kind of evolved, because then the AHA came afterwards.

Chet Pope 13:05
So as soon as I got more involved with the salon, I really wanted to bring my kind of tech over, because I saw, you know, the very first salon Amber worked at, I would work on Saturdays at the front desk, and everything was on paper and paper books, right? And and again. Obviously, we’re significantly past that, but I know the power of the internet. Everyone asks me, where are we going to advertise, whatever Google, right? Yeah, Google’s where it’s at. So how do you drive people to your Google page, and then how do you drive them to your website? Seo? So we hire a great company that handles our website, does our SEO and everything. And I was on the phone with them, and they were kicking around the idea of launching a virtual consultation. And he’s like, Hey, would you guys be interested in, like, trying this out? We’re working on it. I need your feedback. I’m like, 100% I’m going to be the test dummy for everything tech right to, maybe not Amber’s favorite thing. And so one of the things that they did is, you know, we kind of worked through with them to come up this virtual consultation form, and we and we launched it live. So the SEO is driving people to our Google page. Google then drives them to our website, and then once they get on their website, the first thing they see is, you know, fill out a virtual consultation form. So, yeah, so

Chris Baran 14:31
what you’re now just sort of the baby boomers that are out there and the people that might not be letter literate, just to give them a brief overview, SEO

Chet Pope 14:40
is what SEO is? Search Engine Optimization. There

Chris Baran 14:43
you go and and the reason behind that is what?

Chet Pope 14:47
So, as you know, there’s millions of websites, and you want people to find yours. So what, what these companies do is in the back end, in areas you can’t necessarily see. They hide a bunch of keywords, and those keywords then drive people, make you show up higher in the search engines.

Chris Baran 15:06
Got it. Thank you. So. So now we’ve got to this virtual consultation, which I love. And you know, would you agree that consultation can be kind of a buzzword, right? It. You know, everybody talks about buzzwords. You know, the manufacturers have their form of a consultation. You know, every salon that’s out there, they do consultations. And you know when, I know we’ve said this before, on different on different programs, but the when, when, and I remember this statistic that said that 97% of they, they did this, this survey, and asked customers, and they asked salon owners, and they said, Do you What? What? How do you feel about consultation? And they they asked clients if they had a proper consultation, and 97% said no. And then they asked salons and the people that were giving them, and I think it was around 80 or 90% that they said they give a good consultation. And I think the proof is in the pudding number one, that it’s not being done effectively. So and then, but now you’ve taken that even beyond that point, because most people think of a consultation client books, if they’re lucky, they might get a consultation in advance. If not, they might get the consultation in their 30 minute or 45 minute booking time. They’ll get a three to four minute consultation that may consist of a few things that they’ve learned along the way, or, even worse still, hey, what you want? So give us a little bit more about because I have a feeling that’s not what you were doing. You were doing something right with your consultations, and then you just evolved it to what it is now. So can you give us a little before and after? Like before it was going and I’m going to direct this one to Amber, because you’re a bit of a skeptic on this one, from what I’m hearing now. Yeah, surprise that. But you use you were doing something, you probably felt you were doing it right. And then somebody comes up to you and says, Listen, the thing that the whole industry telling you you should do is we’re going to change it and turn it upside down on its head

Amber Pope 17:21
absolutely and I think that’s always your first like, the knee jerk reaction is fear. I’m doing it fine. Leave it be and and I’ve learned time after time after time. So like, I have to wring out my sponge. I have to take in new ideas. But what we were doing really effectively before was that we had created a signature style console that’s unique to salon 27 it’s a group consultation, and it came from a friend of mine who had actually came to join us in those early days, back when we were in 1300 square feet, not 3000 square feet. We were six chairs, not 22 chairs, and bringing on our first new team members. And this person who came to work for us didn’t understand the color line that we were working with, so every consultation, she was comfortable with the hair cutting, but needed my support with formulating for color, and so that we realized with the two of us working at it, then began, hey, if I can do it for her, I can do it with this other person. And thus began the group consultation that we’ve really took legs and ran with it. So every team member provides a consultation that is going to get the information that we need to gain the clients, you know, wants, desires and end result, but we’re going to do it side by side with a fellow professional and some salons. When I’ve shared this in the past, think, oh my gosh, doesn’t the client get so overwhelmed or have lack of trust with the client that or with the service provider that they’ve booked with? The answer is, actually, no, they feel even more valued. They feel like two heads are better than one, and they feel like they’re getting a VIP rock star, you know, experience in our chair. And it does two fold. It gives the client what they’re looking for, because I might have an idea that somebody else didn’t think of, or vice versa. Yeah, we’re all finding ways to bridge the gap of language. And, you know, picking up on the nuances of what a client says they might be sharing boundaries with you, but I missed it, but somebody else heard it, yeah, yeah. And at the end of the day, it doesn’t pit the stylist and the client head to head, because we have somebody else that heard the conversation as well. So if I have to go back to our team member and support them on maybe something that was missed, or get clarification, I have two people to go to and be like, talk to me about how the service went. Yes, where do you think that we had our biggest gains? Where did we miss the mark? If we missed the mark, and it is been a foolproof way for us to really gain enormous client satisfaction, so we knew that was working. And when Chet had this idea, I’m like, You’re gonna disrupt everything that we’re already doing. And Chet, if you don’t know, is the king disruptor. And again, why? I actually do really love him, because he does push into new lanes. And so he came up with this idea as like, why don’t we try to see if this virtual thing’s gonna work? And my response was, like, we had so many things going on at the time that I wasn’t gonna, like, die on that hill to say, No, I’m not gonna do it. So I kind of was like, All right, let it go. Let’s see what happens. And then something really interesting came out of it. So I think that there was this awareness that happened. And I would always say that it it took a name. And what I say about it took a name, Chris is that the virtual consultation had been rolling, and they come into my inbox as like a submission. Do you want

Chet Pope 21:19
us to walk through kind of the way that we Yeah,

Chris Baran 21:21
well, you know what I’d love, what I’d love you to do is just so everybody, because I’m sure that everybody is, there’s one, okay, what the hell different? What is they do? What is they doing that’s so different. So if we could do it, let’s, let’s take it from a 35,000 foot level, and then let’s break it down. So if you there’s three things, because I know we went, just so I don’t want to sound like I’m so brilliant at all these questions. We had a conversation beforehand, and they told me about it, and that’s why I’m so excited about this. But if you could say, what are the steps, just give us the steps first that you do in this new system of consultations, what’s kind of the three or four steps that you do? And then let’s break them down so everybody knows what they are, made it up.

Chet Pope 22:02
So step one, people go online and fill out this virtual consultation form. It’s it’s only a handful of steps. There’s other solutions that are out there that are more automated, that you know also are very great products. But this one is very it’s streamlined, so they just fill in a couple couple steps. One of the things we like about it, though, is it has a comment box where people can put in their feels. So if you’re like a little bit of an introvert or something like that, that you maybe don’t enjoy communicating person to person, but you’re a keyboard warrior, you can put everything out there. And we find that people do. So that’s stuff that goes into into our email box, right, which then goes to myself, Amber and our Concierge Team at the front desk, what we’ll then do, and in this, in this consultation form, they are able to use their phone to snap a couple photos of the current Look that they have, and also add a few inspiration photos. So we’ll do is we analyze it. I told you I was analytic, right? No way we analyze it, and we hand pick who we feel the best person for this client would be. And

Amber Pope 23:19
it did take a little bit of, you know, coaching and training for our concierge team to understand the looks that we’re seeing. So I did do some workshopping with them. I’m like, okay, clients giving you this as like exercises, I would just pull up Pinterest pictures and run skill sets with the Concierge Team, and then if they don’t think that they can handle it on their own, being that we’ve done a fair amount of education for them in preparation for all of the virtual to be launched, then they can come to, you know, a leadership team member, and be like, hey, this one’s a little bit tricky. This is what I’m thinking. Can you give me some guidance on it?

Chet Pope 23:56
But for sure, aside from just looks to we also ask them to go through and read the comments and see the verbiage, yeah, yeah, you know. So if you have somebody that feels like maybe they’re like, a little bit nervous to come into a new salon, everything like that, like, maybe you pick this staff member we have that is the most outgoing, caring one that we know everybody feels comfortable in their chair. So it’s, it’s not just in the look, it’s also reading the verbiage to really make that good connection. And

Amber Pope 24:25
I think what’s really interesting about the ability for someone to be sharing what their wants are, what their boundaries are, what their goals are, and where they’re currently at, it opens this dialog for them to do. And normally it’s like 10pm to 12pm at night. It’s the first time that these clients are actually thinking about themselves for the entire day. So a lot of them come after working hours. And then what’s interesting about it is we gain more information. And from their sharing, then we actually see when we’re in the chair, that takes longer to get down to that nitty gritty. I use the analogy of, I know that I have this ailment. It’s been plaguing me forever. I made an appointment to the doctor. I sit on that table. The doctor walks in, the doctor goes, Hey, how you doing? Great. Everything’s fine. And then you don’t say all the things that you wanted to have happen. It’s so true. And I think that there is this sort of guarded and communication that happens when there is a client to professional. It you’re not on the same level, even though we want to be. And back to your point, stylists think that they’re doing it, and they’re doing it to the best of their ability, and clients think they’re sharing to the best of their ability, but there’s still this gap that’s happening in communication. This allows us a nugget into it from the beginning, yeah,

Chris Baran 25:55
and I just want to pause that just for a second, on one that one level, because the idea that is that it’s the time element that you have, you know, because if people aren’t booking, and I’m going to use, for those of you listening, I’m using air quotes because this is silly, because, you know, if we don’t book out time, and they’re doing it in their skill time that they’re trying to get this information out, it’s rushed, they have to there, they might be thinking about more about the service than they are exactly about the positive experience that they’re creating, and that might actually shut down a bit of the client as well. So I think that’s this, is this whole thing is, is really, really, I, you know, I’m going to use the revolutionary, even though revolutionary now in our business now with AI and internet, etc, is usually a matter of couple months, but I think you guys are hitting on something. So I got the first letter I want to read just review. The first step is they’ve got the virtual consultation. And I think the first time that I heard virtual then it was like a robot or somebody actually talking to a person. But this is this guy. It’s more it’s the website that gives them the openness to get down their true thoughts, feelings, pictures, etc. Yeah, that’s step one. And then two is the concierge, where you’re, you’re, you’re matching people. And to me, just like, there’s a couple of things that I hope people are catching here, just like, when you use my name, you said, Chris, first of all, you start to connect. And then, but now, when you said, when you said, concierge, and I went, This is so funny. You have concierge service. That’s usually a, you know, high end, and so luxury comes to my mind. Service comes to my mind. Caring for people come to my mind. So the next step after that is what

Chet Pope 27:37
so then, once we’ve analyzed it and kind of made our decisions on, you know, where we need to put this person. We reach out to them. We obviously try to call them first. If we can’t get ahold of them via call, we text them and we’ll then, you know, essentially arrange the appointment with the client. The nice thing, though, about this is because we’ve already taken these steps. We’re going to make sure it’s booked properly.

Amber Pope 28:05
Oh, and the staff is so happy about that, because they are booked correctly.

Chet Pope 28:11
You know, here’s the thing in the hair world that I’ve noticed as an outsider, that’s that’s came into to your industry here is that every salon does the same services. Nobody calls it same thing, right? Couldn’t be more confusing to clients. And so again, we’re we’re no different, you know, we call things, I’m sure, different than other people do. And so when people are blindly going on online and booking or whatever, because again, people are more likely to book online than pick up the phone and call, I mean, depending on age and things like that. But your, your younger generation, 100% doesn’t want to talk to somebody on the phone, right? And so oftentimes they’ll go on and they’re like, oh, I want all purple hair all over color, yeah. Well, maybe that’s not the right surface, right? So by doing that through this step, we’re making sure we’re booking and setting up expectations with the client. Right off the bat. Again, this is before they’ve even walked in the door.

Chris Baran 29:12
Wow. So yeah. So now that you call, you call, you call or text, right and then, and so now they’re more intrigued. And so now is this, is this part where, when you say the with the number that I have, which just blew me away, when you were talking about an 85% booking. So instead of somebody fishing and going from salon to salon, saying, Can you have a con? I’d like to have to have a consultation that you actually hook them. So you get an 85% from start to when they’re in your chair. 85% booking rate

Chet Pope 29:49
Correct. Yeah, once of the people that have filled out the form, 85% of them actually book an appointment with

Chris Baran 29:57
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Amber Pope 31:42
It’s honestly peer to peer. So it doesn’t matter who that is. It doesn’t have to be like a level one to a higher level. It’s just two of our team members that are licensed professionals. Oftentimes, if I am feet on the ground in the salon, it’s me buzzing around, jumping in, weighing in, giving my two cents, but the team knows that they the value in what the group consultation is. So a lot of times it’s kind of their chair. Neighbor, yeah, hey, pop over. I want to introduce you to Jenny. It’s her first time here. Should a group come or she did a virtual consultation with me? This is our plan. I just kind of want to run by a few ideas with you. Nice to meet you, Jenny. And now they have even more connection to the team. So they got it as that Inter first impression without a first impression on the virtual. Then they get to meet the lovely Concierge Team. Are so nice and welcoming and kind, and then they walk in the door, and then they get to meet another two of our team members,

Chet Pope 32:47
or more or more group consultation. Because sometimes it’s more, sometimes maybe there are already two, and then Amber pops over so you have three.

Chris Baran 32:58
You know what? I i just realized this when we’re talking about this. Now, I don’t know if other people have done it, but I just realized when I was in the salon all the time, we didn’t call it a group consultation. But if you know, and here’s what i You said fart at the beginning. So I feel I can say fart now, but you know, you know, sometimes if you you can have a brain fart and you’re creatively you’re just going, I know that I can do something. I just can’t think of anything right now. And in our salons, and this was quite a number of years back, we used to call somebody over and say, I’d say, Hey, Greg, could you come over here? I just need a creative bounce. And then we would call it a creative balance. But that’s actually what you’re doing. You’re mixing collab and creativity together to, you know, we’re, you know, if you’ve got two people involved, one in one plus equals three, because it’s greater than the sum

Amber Pope 33:59
totally the benefit of the client’s education about how much we take our craft seriously and our professionalism and the hardship, the hard work that it takes to actually get those gains. So it’s all with the client’s involvement as well. And I love to see when clients are like, Wow, you guys really care about hair. Like, yes,

Chris Baran 34:23
you know, and just, and I’m sorry for cutting off their Chet, you care, but it’s different. Yeah, you know, it’s just not when people like you said, say, you know, we do the same thing, same services, different names, but it’s still the same, same environment you walk in, you went to the front desk, you got your consultation, you had your shampoo, whatever order they doing it in. You come over, you have a quick couple of two minute conversation, but you’re in your system. They’re re you’re really getting to know them, and they’re getting to know you, and that’s where that I can see the trust already building in.

Chet Pope 35:00
Yeah, when we try to make it special, I feel like, you know, if you go and look at our reviews, and I think that’s one of the things that, you know, Amber kind of started it off right away, and she mentioned that before. But like, I would go in and I would read our Google reviews, and when we first kind of started doing, you know, opened up, it was very unique to people and but they in the reviews, they would they would talk about it, and they would say, like, I felt like a princess. I had everybody in the salon over consulting with me and talking to me, and it made them feel special.

Amber Pope 35:32
And so we value that trust so much, because we know how lightning fast the speed of trust is, like, boom, you can lose it so fast. So when we walk, when those guests walk in the door, too. We also know that, because of our reputation, because of what is out there online about who we are, we are running a race with ourselves. So our team, regardless if it’s first appointment, repeat 10th appointment, virtual consultation coming in for the first time. No matter what it is, we always have to meet the expectation of what the client’s perceiving that they are going to get based on our prior experience with them, as well as what they’ve read in advance before they walk in our doors. We have zero room for error, and the team takes that very seriously, and I’m really honored that they do. They get behind this idea. This isn’t something that I just like forced upon them to make them be lucky, and you have to. And it will be like this, and it’s going to be so stagnant, it’s organic, and it’s trust building and welcoming.

Chris Baran 36:39
Can I? Can I push that just a little further? Yeah, because I, you know, first of all, I can see how you use the word organic, because this has been developing in your business over X number of years right now, what would you say to the owner team that’s out there now that tomorrow, we’re going to change and we’re going to go to this system and talk about disruption. How do you, how do you tell people that when it’s not developed organically? How do you, how do you help people ease into that system.

Chet Pope 37:21
The wise, yeah, tell wives,

Amber Pope 37:24
yeah, once, the game is enormous

Chet Pope 37:27
for us. I think when, when we bring in somebody new and we’re telling this to them, I mean, it’s, it’s sort of like what you’re what you’re asking, right? Chris, is, how do we get these new people in and tell them two things. First off, client experience. Clients love it. They are able to, you know, make sure that what they’re asking for is getting heard. Secondly, staff protection. You having that other ear next to you, make sure that you didn’t mishear somebody. Right? Right? The only times we see somebody come into our salon for like, a revisit, we call it right, come in for a tweak in their service is if somebody was like, Well, I couldn’t find anybody there, too busy, and they didn’t do the group consultation. In 10 years, we’ve not had somebody come back from a group consultation to have their hair, like, fixed. Yeah, it just does because, either a because the client mindset is different, because they know that they can’t, like, change their mind, because two or three people heard what they’re asking for, or we just hit the mark because we had multiple people listening and then conversing about it during formulation or whatever to make sure that we’re hitting that mark. So again, when you’re launching it with new people, like, Hey, this is a great client experience. It elevates the service. Secondly, this is insurance for you. That’s what. That’s how I sell it to our new staff. I’m like, it’s basically an insurance plan because it’s protecting you, because it’s not your word against their word. There’s us, and it’s not an us against them, per se, but it just, it just generally doesn’t come up that way, yeah, because multiple people heard it,

Amber Pope 39:16
yeah. I feel like the organic way to begin that. If you’re for listeners out there who are like, how do I even start? We started with practicing with consultations with each other as a group, where you’re taking the pressure off of it too, and that’s a good way to begin it and begin to learn what language works and what doesn’t work, but it’s not perfect from the beginning. And you know, just like you know, your first graduated bob wasn’t perfect from the beginning, you gotta work at it wasn’t I say all the time. At least I’m not a tattooer like my brother, because if I had to stare at the first graduated bob. I ever cut for the rest of my life, I would be, like, mortified. So listen, yeah, we’ve all we have to grow, right? And you go in baby steps. So I think that it’s starting with trying to bring your team together. To do this is really the first step, to see what’s organic for you, your culture, your team. But try, just like I tried to do this virtual consultation, and we have enormous gains, and now I’m so passionate to speak about it, because I know it’s working, and it was a big light bulb moment. So it’s those little steps that build upon and then you look back in 10 years, you’re like, wow, look at the online reputation, look at our client retention. Look at the new tech we’ve brought in. So lean in.

Chris Baran 40:45
You know what I’m loving, what you’re saying? Because what I heard was, correct me if I’m wrong and I don’t take credit some Well, the but I heard in his baby steps, meaning did now, did you mean that? Just pick one and start with one, and just do that, you know. And

Chet Pope 41:05
if you’re not doing it right now, what’s, you know, it’s not like you have to jump, you know, head first in and all right, tomorrow we’re doing everybody. Just maybe pick, like, the one new client you have that, yeah, and I’m

Chris Baran 41:17
going to go back, because, like, going back to these numbers, because I think numbers don’t lie. 85% booking, 75% rebook, 30% upsell. So, and I’m going to throw one thing out you that I the first thing that I would do, I think I’m kind of the a little of the marriage of the two of you is your brains are kind of like my brain works. I’m also the creative but I’m also I’ve had to learn to be analytical and to create systems. And I’m going to share with this with you and to the people that out there. And I’m not going to go too far into the name, but it’s called the PERT method of planning, and that just stands for performance evaluation and review technique now, and that was developed by NASA. And all it was, the only thing different was, is in it was Kennedy that went to Nassau when they had the moon race to the moon. And he said, How long is it going to put take for us to put a man on the moon? And NASA said, 30 years. And they did that with conventional thinking, thinking, I do this today. I just do the next tomorrow, the next day after that, and then where do I end up getting that? Got him to 30 years Kennedy said to him, you you need to, I want it done in six. And he did not because it’s easy, but because he’s had very terrible impression. But you know what they saw? What they had to do is they said, Okay, if we landed on the moon today, then what would happen just before that, and before that, and before that? And they narrowed it down to six years. So that whole diatribe that I gave you there is when I would say to people, is, if they want to start today and end up in let’s just say in three months or four months, that they say that’s the day that we want to be grounded in how to do this system. Then, when’s the piece when you want to have you want to be I want to have my in real life thing down. When’s the part when I want to do my, my, my concierge, when’s the one before that, when I want to be able to see it just before that and before that, and then just pick those, and then train on those as you go along. So,

Chet Pope 43:28
I mean, that’s kind of how we built it, like in all reality, you know what? I mean, like we did the group consultation, and then from there, you know, then we kind of upped our front desk to a concierge team, and then we launched the online forum like we did it backwards. Yeah, yeah, that’s awesome. But, and again, I think it’s, it’s getting that, that group consult part down first, yeah, right. It’s, it’s something you should I hope you’re already doing some sort of consultation anyways. And if you’re not, that’s the first place to start, right? Start consulting your clients. Take that step. Start with that perfect that first. Then, you know, maybe while you’re while you’re getting the polish on the on the consultation, then you start working with your front desk and elevate them. You know, there’s, there’s classes out there, like we’ve always sent. Anytime we hire new front desk people, we send them to the summit front desk workshop, where they teach them luxury language and things like that. And it, really, it like, damn near overnight, like, makes them switch 100 times better. Yeah. And so we, we’ve always, you know, been a fan of teaching that. And then, you know, I don’t know. I always say, Don’t be afraid of a little technology. Well,

Chris Baran 44:43
yeah, and, and it’s, it’s also about people don’t know what they don’t know. So somebody’s coming in, and it’s a new front desk person, front desk manager, concierge person, you know, they just don’t know what they don’t know. And so you’ve got to teach them and make them aware of what that is, and then get them a chance to grow. So to make mistake, because there are always a saying. There’s this thing that we have in training that we talk about. The first thing is, it’s awareness. Awareness is just you don’t know that you don’t know, or you just became aware that you didn’t know. And then the next one is, every time you’re doing something, it’s mechanical, meaning I might have to think of a script that I have to do, or what do I say at this point? Or I’ve got to think about it. And then the next stage is, it becomes natural, and then that’s where it’s fluid everything. Can do everything. And then the next part is, is where you’re at a championship level. It’s where you can think about things, you can teach it, you’re creative, and you can even adapt to things about it. So I think this is so absolutely amazing, and what you guys have. And so to the to the person that’s out there, the salon owner that’s out there and is just saying, This sounds like a lot for me to do, and I and it could be that I don’t necessarily mean it to be the same thing, but if they’re just afraid to do it, afraid to start, it just sounds like so much. What would you say to them?

Amber Pope 46:11
It sounded like so much. For me, it sounded like so much that I was going to possibly lose and risk or be fearful of. And I think that we have to give ourselves some, some pats on the back to remember what you’re really, truly capable of doing in one day, if you try. And so if you think about it not being overwhelming, but you’re thinking about what’s on the schedule today. How do I want to show up in for my business to welcome these people who are on the schedule today? What do I want my team to give them, and how do I want them to interact? And then you were successful for that day. Your mission was achieved for that day. Now you look at the next day. Now you look at the day from there, and I think that that’s where you begin to get legs to walk at a faster pace, to learn to have a longer stride, and you’ll be stretching your muscles to be able to take on new practices that might come your way and be open to it. So that’s what I want to share, is that, like, give yourself the credit because you’re doing it every day. The ownership of a salon takes so much courage, so much guts and bravery to do it. And so for those that are listening, you’re doing it every single day, and how are you going to make it better for tomorrow? So thinking about what’s happening today and investing in that for tomorrow is the only way that I could wrap my head around when things feel really scary and when I get pushed, and not to say that I don’t push this one sitting next to me, because I push him in all sorts of ways, but in this lane, particularly, I wasn’t sure that he was going to get my buy in on it, but I tried, you know, and so I think that’s what’s really important.

Chet Pope 48:08
Well, I think one of the things too is that, you know, we’ve, we’re always going to be one of the first people out there to try some of these new things, mainly because I see new shiny things. I like shiny things and my camera. Let’s try this. Do they do? They always work? No, they don’t. Yeah. But at the same time, because, like, I’m at least a little bit more technical than the average salon owner from my my background, whenever I launch something though, like, I’m going to be like, right there to make sure I can rapidly react if something goes wrong, you know, I don’t, I don’t want anybody to have, like, a poor, you know, experience. And so I will, I will be there. If I turn something on and it goes poorly, I’m going to turn it off quickly, figure out what I need to tweak, and then I’m going to turn it back on. We already did some of the legwork for everybody that’s out there. We’ve got numbers that we’re sharing, you know, with you. You know, there’s, there’s, there’s not as much at risk. You know, we’ve, we’ve kind of helped work that out. And so use our numbers like right now we, you know, you, you went back to some of them, the 30% add on services, right? Those are mainly treatments. What happens is, people, we’ve already built so much trust before they walk in the door by them, filling that out us, you know, going through and analyzing it, and then matching them and reaching out. And then they come in. Then they have this group consultation. Also, the big thing in Arsalan is we don’t sell snake oil, right? I’m not going to sell something to somebody that they don’t need. If I saw any of our staff doing that like, that would be like, a sit down and, like, immediate, like, final warning, like, we don’t. To push things that people don’t need. It’s all about trust, right? So if we sit down in that in person consultation, soon as you actually touch their hair, like we’re in Arizona, it’s dry. Me, somebody who doesn’t probably need a moisturizing treatment, right? But again, if we sit through and talk through all that trust we built up to, like said, 30% of them are buying, buying some sort of upgraded service, yeah, you know, and then at the end of the service, the 75% rebooking, that’s before they leave the door, yeah. So all that trust that we built, you

Chris Baran 50:34
know, and to think for, and I’m because I’m a capitalist, and I I’m proud of it, but the for the owners that are out there, and for the style and for the stylists that are, that are, you know, if you call it up, some people don’t like call it up selling, but it’s really what it is. And sales are good, because sales is nothing more than solving problems and but it goes to the bottom line. You know, if you don’t do it, it’s just, it’s capital, it’s money, it’s revenue, it’s your wages that have just gone away when they had a perfect opportunity for it. It goes directly to your bottom line. It goes directly to your profitability. So that’s why I think that this is so brilliant and

Chet Pope 51:18
well, and for the stylist too, one of the things that we do is I will, like, in our coachings with the stylist, I’ll break down their approximate take home for every one of these that they do, you know. So I’ll be like, your Commission’s this, how much is your average tips? 20% 30% whatever. Okay, we’ll say 20% so if you’re making say it’s a $60 service, you’re now getting an extra $12 just in tip, plus your commission. So hey, look at every time you do one of these, you walk away at 40 bucks. It takes you 15 minutes. Yeah, that’s enough to get a stylist excited, yeah?

Amber Pope 51:53
Well, and I think that’s just, you know, we definitely want our team to get behind the good business gains that there are for them. But I think what’s really special about, you know, our team one that they’re doing that, and they’re educating and upselling, and they’re they’re bought into. Why the the with them, for them, right? Like Chet just said, but also with the virtual clients that are gained to salon 27 they’re stickier, so meaning that the effort that they took to fill out that form, they’re 85% they’re coming in, and then 75% they’re booking back in to see us again. They’re going to have longer life in the salon and upgrading their experience each and every time. I’m forecasting that already, because we’re seeing it on that first and second and third appointments right now. And so as our journey with these virtuals, I can’t wait to further share the data. How long do they stay with the life of the salon? Well,

Chet Pope 52:54
Amber started kind of talking about it, and then we moved away from it. But again, kind of, I feel like this is kind of good part to circle back. She said, It all started with a name, right? And so if you want to finish, I

Amber Pope 53:11
did, and I’ll to summarize this very quickly, is that I did get the emails in the inbox like Chet was mentioning the virtuals come to him, myself and the Concierge Team. And then what ends up happening is that I was scrolling through and I was like, I see someone on the schedule, and I recognize their name, and I can’t figure out why. In tarnation, I recognize their name, they don’t have any history with us. And I see another one, I recognize that name, and I’m like, oh my goodness, it was like a light bulb. All of a sudden I recognize that I was realizing that the people who are coming in our inbox are actually now on the schedule. Okay, so there’s something here. This has been going for maybe two or three months. We had been rolling this out, and I, like, went back into my inbox. I looked up name after name after name, cross reference to the POS and the scheduler, and I’m finding a person. I’m finding them. I’m finding that one. Now I want to go into a deep dive analytic and so without him knowing, I grinded at looking at my email list and looking at the scheduling. And then I was looking at what their appointments look like if they’ve already been in, cross referencing, how many came in. What did they do while they were in our doors? And I came to chat with this data, and you know what he did? The first thing I’m going to tell you what Chet did, the first thing he ran my numbers,

Chet Pope 54:38
and he was literally like, I mean, I checked her

Amber Pope 54:40
work, you’re right. And I’m like, we have something here. And so it all started with, for me, he had the ball rolling. I got the buy in when I realized it all started with the main Wow. So something really special there? Yeah,

Chris Baran 54:55
that’s, I mean, that’s, it’s, I mean, I love what you said earlier about, you know that you. Given kudos to the salon owners because they’re, you know, entrepreneurship is not necessarily for the faint of heart. However, the rewards are amazing when you can pull stuff off and systematize everything, and that’s what I loved, that you guys have. And I, I mean, I can’t believe I’m looking at at the at the clock right now, and we’re almost up to an hour. And I, I know, I definitely would love to, you know, have you back? But I do. I want to run into some rapid fire. And again, this just really quick answers. You can pass on anything you don’t want to. But he’s here. I’m going to do this, and I’m gonna, I’m interested on this first one how, cuz, you know, you’ve got the analytical one, the creative person is, I’d love to hear from both of you, what turns you on in the creative process.

Amber Pope 55:47
I love a lightning strike moment, bam, I saw something I want to create that I want to turn it into hair. Good.

Chet Pope 55:54
Love it. I love innovation. Anytime somebody comes up with something new to better anything in the process, it makes me want to try to make it

Chris Baran 56:04
better. Yeah, yeah, I’m sporting There you go. And what stifles it? What stifles creativity?

Chet Pope 56:13
Naysayers,

Amber Pope 56:17
the lack of passion

Chris Baran 56:20
in life, what do you love the most?

Amber Pope 56:25
This guy? Ah,

Chet Pope 56:27
you stole my answer. I love this too. Listen, no, no, I mean to me. I again, aside from the obvious, which would be like, wife and our kids and stuff. I, I really, I was drawn into this industry, kicking and screaming. And somehow, I actually really, really love the beauty industry. That’s

Chris Baran 56:52
awesome. Well, you know, and, and I’m gonna this is, you gave me a great segue in there. Because, well, actually, before you do it, what do you dislike the most about life in general?

Amber Pope 57:04
Chet has so many. He has

Chris Baran 57:08
so many. What

Amber Pope 57:09
dislikes?

Chet Pope 57:10
Yeah, well, they hold a whole nother episode for

Amber Pope 57:14
just top one, top one lifelong motto that says, Never trust anything without shoulders. I hate snakes.

Chris Baran 57:21
Oh, there you go. Well, and so you picked Arizona. Good one.

Chet Pope 57:25
Top one for me,

Chris Baran 57:26
lettuce, lettuce. Oh, I’ve got to introduce you to Adrian. So he works for us, and he doesn’t like anything green, no. And the industry, what do you love the most

Amber Pope 57:39
young talent, young, excited

Chet Pope 57:43
talent. My favorite thing in the industry is sitting down and talking with other owners.

Chris Baran 57:48
And what do you dislike the most in our industry? Gatekeeping,

Chet Pope 57:55
naysayers,

Chris Baran 57:58
person that you admire the most.

Amber Pope 58:02
Oh, so hard. It’s so I’m, I’m such a fan girl of I actually, I’m not gonna, I am not gonna just do this because he’s sitting next to me, but I’m actually gonna say I admire Chet so much. Because not only does he lean into this business, he makes it better. He’s a helping hand across so many avenues of it, but he pushes me in ways that, like I can’t push myself, so I admire you.

Chet Pope 58:29
Ditto the exact same she pushes me. We push each other out of our comfort zones to really try to make each other better. Yeah,

Chris Baran 58:37
do you have any do you have any screw you. Moments, I don’t want to know, like, what, what are you trying to do to me? Create friction,

Chet Pope 58:46
yes, but we’ve, like, we know how to work through it, counseling to work through

Amber Pope 58:51
it. I mean, we have tools to be able to do

Chris Baran 58:53
it, yeah, most prized possession,

Chet Pope 58:59
uh, Naha, inspiring Salon of the year.

Chris Baran 59:03
Oh, yeah,

Amber Pope 59:06
yeah, the first, not high ever touch was that one. So

Chris Baran 59:11
congratulations again on that guys, you guys, so deserve that. That was awesome. And Amber, was that a ditto? Or

Amber Pope 59:21
it’s a ditto, it’s a ditto. I think really, 20 years of this industry inspiring me, how cool to be honored, to be something inspirational to it. So not to tear up again, but it was a big moment. Yeah, well

Chris Baran 59:36
and worthy and very worthy person you wish you could meet.

Amber Pope 59:43
I wish that, and it was so close, and it never happened, but I really wanted to meet. No, I don’t know who you think I’m gonna say, but I’m gonna say so soon. I really wish that it could have met Sassoon. It was like, and then not to be, yeah. Yeah, and then, so if I could have ever

Chet Pope 1:00:02
it would have been that I thought you’re gonna say Joan Jett, because I’ve given you multiple opportunities.

Amber Pope 1:00:06
Love Joan Jett. Joan, I love you. I’d love to go hang out with you.

Chet Pope 1:00:12
I would say Steve Jobs. I mean, obviously, years ago, but just to sit in a room and I watch him yell at people, but also just try to absorb some of that brilliance. Yeah,

Chris Baran 1:00:22
something that people don’t know about you.

Amber Pope 1:00:27
I am my I’m naturally very shy, and so I’ve had to really learn to be outgoing and more forward and vivacious, because my inclination is to be the quiet book nerd that Chet met when he was 17 and I was 16. I’ve grown into my own.

Chet Pope 1:00:55
For me, I actually really like reading. Most people probably wouldn’t do it because I’m very kind of, yeah, I don’t speak well. I’m not like a scholarly type folk, but I actually, like, sit down and read a good like, autobiography, man, like, that’s my damn

Chris Baran 1:01:17
Yeah. I use, I use words.

Chet Pope 1:01:22
Words are hard. Are hard.

Chris Baran 1:01:24
Okay, month off. Where would you go? What would you do? No, hair, nothing. Where would you go?

Chet Pope 1:01:31
Mine’s easy. Hawaii, and it’s my favorite place.

Chris Baran 1:01:35
Oh, Hawaii. Hawaii. Love it, yep.

Amber Pope 1:01:37
My favorite is New York. I love it has my heart and soul

Chris Baran 1:01:44
thing that terrifies you,

Amber Pope 1:01:49
not being on the forefront of what the industry is doing and happening, I truly like I don’t want to be the equivalent of 1984 rolling the same permed roller set like I don’t like we can pay tribute to what we’ve done in the past. I’m not saying that, but I want to always have my ear to the ground and know what’s happening it. I don’t want to get dusty

Chet Pope 1:02:15
mine. You kind of mentioned it in there, 1984 if you remember the book. Yeah, that terrifies me.

Chris Baran 1:02:23
Here, here, here, here, okay, here we go. Favorite, favorite cuss word.

Chet Pope 1:02:32
Mine’s probably Shit, shit, yeah, because you can it can be good, it can be bad. I mean, yeah, it’s very reversal. Yeah,

Amber Pope 1:02:39
I’m a very passionate person, and I throw out motherfucker so much, I really do, and I have such a potty mouth. Chet knows that, like the kids know that I curse like a sailor. I am so sorry. I know I don’t present like I have the most foul mouth, but I

Chet Pope 1:02:56
she actually makes me

Chris Baran 1:02:58
blurs. No, that’s called the learned experience. Favorite comfort food,

Amber Pope 1:03:10
curry, tacos.

Chris Baran 1:03:11
What did you say? Tacos? Tacos? Love it. What’s your favorite taco?

Chet Pope 1:03:18
I like chicken. Chicken,

Chris Baran 1:03:23
something in the industry that you haven’t done, but you’d like to, want to,

Amber Pope 1:03:29
oh, I want to go visit the Paul Mitchell production facility. Oh, I really do. I want to see all of the scientific glory and work. I want

Chet Pope 1:03:41
to go to their our pui farm.

Chris Baran 1:03:43
Oh, there you go. Yeah, okay, and this amount, here’s what I’m going to before I tell you, I won’t take I wouldn’t, I wouldn’t change anything. But if you had one do over, what would that be? Something you could do over that a mistake you made something that happened in your life or in the industry, whatever

Amber Pope 1:04:04
I would do over learning to stand firmly in my own salon space as an actual leader. About three years before, I decided to finally do it. I let it run me, and I wasn’t running it.

Chet Pope 1:04:20
There you go. I would have went to hair school. Oh, wow,

Amber Pope 1:04:26
you tell him, Chris,

Chet Pope 1:04:28
never too late. I’ve been looking at Doug.

Chris Baran 1:04:32
Okay, tomorrow, you couldn’t do hair nothing in the industry. What would you

Amber Pope 1:04:40
do? Oh, I think I would jump on chet’s prior career and do something in music. Yeah, I go back to music. Maybe I go get a job at the punk rock Museum.

Chris Baran 1:04:54
Okay, now just I’ve got before I I’ve got one last question for you. But if people. Want to know, like, do you do classes if people want to hire you to do something? Would will you know? Will you come in and teach people? If they said, look, I’ve got a salon. I need you to come in and teach me how to do this. How would they get a hold of you?

Amber Pope 1:05:13
Probably the best way to reach me. And I’ll let Chet share the other credentials, but on Instagram, I’m Amber Pope hair, P, O, P, E, Pope hair. And then you can always find me that way. And then I know we’ve got our,

Chet Pope 1:05:29
yeah, I mean, you can go, you go on our website, our website, salon 27 a z.com, and we do have a reach out to us form you can fill out on there. It’s sort of like a baby version of our consultation form, but it’s just for people who want to talk to us. They can fill that out. Or you can email info at Salon 27 az.com

Amber Pope 1:05:52
Yeah, and the salons Instagram is salon to seven. A Z, love it.

Chris Baran 1:05:58
Okay. Last question, if you had one wish for our industry, what would it be?

Amber Pope 1:06:07
I think, more connection, more trust between each other, more sharing. So always. Thank you to Chris, because you do it to the most epic heights. So thank you for that, but more of us need to be doing this

Chet Pope 1:06:23
great. I’m going to piggyback on that, and what I’ll say is, when I talk to salon owners so often, they always tell me, it’s so refreshing to sit down and talk to somebody like me and Amber, because they really just owner to owner. They love the connection. And they tell me, you know, I don’t have this in my area. Nobody does this, but everybody tells me that exact same thing. I’m pretty sure everybody wants it. Yeah? They just don’t know to reach out and go and talk to each other and find a

Amber Pope 1:06:51
neighbor, find a friend,

Chris Baran 1:06:52
yeah? Well, I have to tell you this that you know, it’s, it’s interesting, because we wanted to know about consultation. And I think people are very religious about hairdressing, the ones of us that are in there, like swimwear, I always say. And if you wanted to find out stuff that and wanted to know what we gave you, well, we went directly to the Pope, and that’s why I wanted to say to both of you, thank you so much. And we let’s when we’re off air, we’re going to set a time that we’re going to get together and do drinks and dinner. So I just want to say for the both of you for not only just being incredible in their industry, but just really incredible human beings. I just want to say thank you so much for being

Chet Pope 1:07:39
here. Thanks, Chris. We love you. Thank you. Chris, cheers.

Chris Baran 1:07:46
Thanks again for watching this episode, and if you liked what you heard, remember to smash that like or follow button, depending on your preferred platform, and make sure to share it with anyone you know that might be a fellow head case. Head cases is produced by cut action media, with Marjorie Phillips doing the planning parts, Lee Baran on the video bits, and Adrian Taverner mixing the audio. Jazz you.