The CINCO Success Formula By Louise May

The Cinco experience is like no other. From the relaxing colour bar to the extensive range of food and beverages delivered straight to your chair, to the signature treatments… It’s luxury from walk-in, to walk-out.

Cinco Hair Boutique overdelivers in customer experience. When customers enter the salon, it is a one-of-a-kind experience. Everything from sound, to smell, to visual appeal has been crafted for the best customer experience imaginable. It is no wonder that Cinco Hair Boutique in Western Australia was named Finalist in 2021 for the AHIA Newcomer of the Year.

Cinco Hair Boutique was started by owner Kendall Drake in 2018 from scratch, and built from the ground up. Within three years, she grew her team from 1 to 7 staff, and built a client base of over 4,000 customers, pivoting from a wedding hair business to one of Busselton’s most sustainable, luxury city-feel hair boutiques.

Our Hair Biz Editor Louise May spoke with Kendall to find out more about Cinco’s success formula.

Kendall Drake

Tell us a little about your career prior to opening your salon.

I had studied the TAE Course, so the plan was to become a Trainer and Accessor @ TAFE for hairdressing and had just been accepted into UNI. This was the area I was heading down. So, a totally different path… but I was so passionate about hair and the industry, I just wanted to make a difference and change the old ways of running a hairdressing business or salon. I wanted to work out a way to retain my staff and inspire them to be the best version of themselves, this was always in the back of my mind.

Was business ownership always a priority for you?

It was always on my mind but purely to challenge myself and inspire and to create a good working environment for the team

Share with us some of the biggest challenges you’ve faced along the journey and how you overcame these?

The most challenging part managing staff. Why can’t they stay forever… I feel like as the leader you have to always be on the A Game but also you have to learn to accept people and things they do and not to stress the small stuff!!

Who were your industry heroes in your early years and who inspires you today?

Sharon Blain was a huge inspiration to me as an apprentice hairdresser I just loved her and would watch her hair tutorials for hours. I also was able to afford and attend one of her courses a couple of years ago , and finally got to meet her, I was so happy I cried…. Also, Lauren Curtis in my early makeup days, I would watch her for hours… So was so inspiring!

What do you enjoy most about your business?

I love training the staff and watching them grow. I love to look back to see how far we have come. This makes me feel so proud of what we have achieved in 4 years.

What do you feel is so unique about the Cinco concept?

A luxe day spa feel. We have all the special touches that make the CiNCO Journey special from start to finish. We also specialise in makeup and extensions; this is what really sets us apart.

You have had a lot of growth and get great support by Kuene and Kerastase , how important is it to have a great relationship with your product companies?

Yes, we are one of Kuene’s top 3 accounts in Western Australia. We are a Diamond Salon. We are very proud to be where we are today!! It is still early days (wink)

and Kerastase?

Since partnering with the company 9 months ago , we have been kicking goals and just love being able to offer our guests the best products on the market. What would you say are the core values or philosophies which define your business and leadership style? FUN – enjoying your work INTEGRITY - doing the right thing TEAMWORK- supporting each other.

What specific qualities or characteristics do you look for when selecting potential staff for your salon?

I always look for someone who is eager to learn, hardworking, genuine, someone who seems like a team player.

What are your secrets for building a happy and high performing team?

Rewarding the team when they achieve goals and targets not just cash rewards but experiences, giving thanks and lifting them up with compliments and positivity. Always alter their targets so it’s not dull, is always a fun way to not get stuck in a rut. Lots of training and development options, especially in retail and add on services. We always inform the team of the importance of having “all of the things”

What are your secrets to juggling the demands of running a busy salon and large team?

• Scheduling in regular long weekends when I can. This helps keep energy and keep you recharged and sane.

• Keeping waitlists

• Keeping notes

• Having goals and targets to meet - keeps us all accountable.

• Being proactive

What’s your advice to others who aspire to becoming an entrepreneur and starting their own salon business?

If you have the passion and aren’t scared of hard work, then go for it! It is a lot more than just working for someone in the salon, I think people could sometimes have the wrong idea about what it’s really like to have your own business. In this industry you have to be motivated and hard working. Grow organically and enjoy the ride! Keep your ideas fresh and original

What has been your greatest lesson or piece of advice along your business journey?

Always trust your gut instinct if it doesn’t feel right listen to it! Take time for you! Enjoy the ride

What advice would you give others who dream of building an impactful brand?

Hard work is the key to succsess

Any exciting plans for the future?

Shhhhh it’s a secret…. A Launch of something we have been working on over the last year make sure to follow our socials @cincohairboutique We are outgrowing our beautiful space, so hopefully a new space if all goes to plan. Some editorial work and continue building the Cinco Brand.