Salon Today - May 2008 - (Page 37)

Charles and Debra Penzone >President and Senior Vice President, Charles Penzone Family of Salons Established in 1969, the Charles Penzone Family of Salons today includes eight locations in the greater Columbus, Ohio-area, including four distinct brands—Charles Penzone Grand Salon, Max the Salon, Q Salon and Day Spa and The Studio by Charles Penzone. WHAT MAKES YOUR COMPANY UNIQUE? DEBRA: “We are a family-owned business. Charles’ daughter, Chelsea, serves as director of marketing and his son, Colby, as business advisor. Because the company is centered on family, we have successfully fostered a family-like environment and a strong sense of teamwork among our employees and our guests. Also, our constant involvement and volunteerism in our community differentiates us in our marketplace.” CHARLES: “We manage four brands of various shapes and sizes. We have 20,000-square-foot operations, as well as 800-square-foot operations. For nearly 40 years, we’ve maintained a numberone position in our market, based on market studies and polls taken in our community. Our use of computers, call center, our marketing and advertising, as well as a very successful training program which has been in existence since 1969, has also been a key factor in making us unique.” HOW DO YOU DEFINE YOUR SUCCESS? DEBRA: “Our success is deﬁned by our successful hair and spa professionals and loyal customers who are dedicated to our family of salons.” CHARLES: “Overwhelming To think that our company began with two employees and now has more than 600 employees and is doing tens of millions of dollars in annual sales, all based on customer service and talented professionals. I would deﬁne success as a relentless pursuit of uncompromising excellence that has not varied in four decades.” WHAT’S BEEN YOUR STRONGEST STRATEGIC MOVE IN THE BUILDING OF YOUR BUSINESS? DEBRA: “Our company’s dedication to training and ongoing education for our professionals. For new hires, we have our Career Advancement Program, a year-long program that begins with a two-week intensive ‘boot camp,’where the company history, culture and customer service initiatives are reviewed. We also have hair and spa creative teams that are responsible for researching new services, products and provide ongoing training for our entire staff of professionals.” CHARLES: “Unquestionably, our training program is the key to our success. But our professional management team, which includes MBAs, CPAs, and great outside advisors in legal and accounting, and a rock-solid recruiting program also contribute immensely to building the business.” KNOWING WHAT YOU KNOW NOW, WHAT WOULD YOU HAVE DONE DIFFERENTLY? CHARLES: “I would be hard-pressed to think of doing much differently, however, if I had to split hairs, I would have thought more globally and expanded our brand to at least a regional, if not a national presence, earlier on.” > success is “Ourned by our deﬁ successful hair and spa professionals and loyal customers who are dedicated to our family of salons.” —Debra Penzone www.salontoday.com May 2008 | 37 http://www.millenniumspasalon.com/mystery http://www.millenniumspasalon.com/mystery http://www.salontoday.com

Table of Contents Feed for the Digital Edition of Salon Today - May 2008

Salon Today - May 2008 Contents Editor's Note Reception Fashion Sense Spa Menu Round Table Decor Rave Reviews Power Players The Business of Make-Up Products Owner to Owner

Salon Today - May 2008

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