Q1 Frances McGilp, Brooklyn Hair Design, Glasgow
There are times on a busy Friday and Saturday when I feel my salon is ready to expand, only to change my mind when we’re quiet on a Tuesday and Wednesday! It’s difficult to know how many refusals we have to give, as our junior answers the phone. I’ve taught her to offer an alternative appointment, and employed a girl for a fortnight to let our stylists go on holiday, but no client wanted to go to her. How do I expand?

Cory Couts: You need to do more of what works and less of what doesn’t. Charge more for appointments on a Saturday, less for those on a Tuesday. Why not offer incentives for coming in on a Tuesday – for example, offer a free treatment. Reward the behaviour that you want to see more of!
Angela Lowery: I agree, you should raise prices on a Saturday and also book major jobs – such as colour or extensions – for quiet times, explaining to clients that this gives you longer to spend with them. This frees up space for your new clients at the weekend. You could also offer new clients a free treatment from Monday to Thursday.
Ian Hicks: The problem could lie with the junior answering the phone. Listen in, because even one wrong word can turn clients off.