The Rumours Are True is a beloved salon located in Victoria, Australia, renowned for delivering an unforgettable client experience and exceptional dimensional colour work.
We had the pleasure of sitting down with owner Loz Main to discover how she’s built a salon that not only excels in colour artistry but also prioritises creating lasting connections with her clients, ensuring every visit is memorable. Keep reading or watch the video below to hear her story.
Why did you want to become a salon owner?
My passion for hairdressing has been with me since childhood. From an early age, I just knew this was the career I wanted to pursue.
Owning my own salon has always been a dream, and at 21, I made that dream a reality by opening The Rumours Are True. Newport is now my second location, following the success of my first salon in Flemington.
What truly excites me about being a salon owner is the people. Watching each team member’s unique journey and being part of their growth is so rewarding. I’ve always had a passion for leadership, even when I worked for others, and now I get to inspire and support my team every day. It’s amazing to be the one who shows up for them and leads by example.
How do you provide an exceptional client experience?
Delivering an exceptional client experience is all about the details. People can get a great haircut anywhere, but what keeps them coming back is the experience. It’s about truly caring for each client, understanding their unique needs, and having meaningful, personal conversations.
It’s the little extras that make a difference too, whether it’s offering a cheese platter and a glass of wine after a long day or ensuring a warm follow-up that shows clients, they’re cared for beyond just the appointment.
As our salon has grown, maintaining those personal connections has become more challenging, but we’ve built systems to ensure that every client feels supported, no matter which stylist they see.
How have you maintained a great salon culture?
At The Rumours Are True, we keep our salon culture strong by really focusing on connection and support. We kick off each day with a 30-minute morning huddle where the team comes together to check in, share what’s going on, and make sure everyone feels ready to go. It’s a really important time for us because it helps us stay aligned and ensures that we’re all feeling supported before we dive into the day.
We also keep things structured with clear processes and procedures, which helps create a calm and organised environment. This makes sure that everyone knows what’s expected, which is key for the team and the clients. We’re all about having each other’s backs, and that sense of unity is what allows us to stay focused and deliver the best experience for our clients.
What helps you achieve financial success in your business?
Understanding the numbers is essential for us because we’re selling time. If we don’t know what we’re earning from each hour spent, then what’s the point?
Kitomba allows us to keep our focus on numbers, targets, and performance, ensuring we’re financially viable and strategically sound.
A conversation I had recently was about tracking client average spend. By understanding whether we’re hitting targets with fewer or more clients, we can refine our strategies and ensure we’re always moving in the right direction.
Tip: Track average client spend in the Kitomba’s Business Summary report.
Post-COVID, rebooking patterns have shifted, but being able to analyse those trends helps us see the bigger picture. Even when overall percentages drop, understanding trends ensures we don’t panic-we can adapt.
How have you managed to reduce no-shows and late cancellations?
The introduction of online booking was a game changer. We were hesitant at first, but then I spoke to my accountant and he said that, based on my numbers, the cost of cancellations last year was equivalent to a full-time hairdresser’s wage! That was enough fuel to my fire to implement deposits.
They have been another huge benefit to the salon. They’ve attracted A-grade clients who take their appointments more seriously. This has led to fewer no-shows and cancellations.
It’s amazing how the clients who were the biggest culprits for no-shows have naturally disappeared, making room for more loyal clients. As a result, our no-show and cancellation rate is incredibly low-around just 1%.
What’s a marketing strategy you’ve used that’s been a great success?
We use attributes in Kitomba to track where our clients are coming from and adjust our marketing accordingly. For example, we ran a successful campaign targeting university students, which helped fill our daytime spots.
By collecting detailed client information, we can tailor our marketing efforts and see better results. We are always analysing our client attributes and tailor our campaigns, making them far more effective than random posts. Knowing who we’re targeting leads to better engagement and success.
Why did you choose Kitomba for your business management software at The Rumours Are True?
Kitomba helps us track every detail. From the moment we begin our day with our morning Huddle to quoting clients, Kitomba is essential in tracking colour histories and ensuring we stay on target. It’s the backbone of our business. Our team is successful because they track their numbers with Kitomba, and without it, we wouldn’t be able to manage our operations efficiently.
We learned just how important Kitomba is when we tried leaving it behind for a month. It was a disaster. We couldn’t do anything – no access to forecasting, no day sheets. It was like the salon was on fire. We were desperate to return to Kitomba, and now we’ll never go without it. The reports, the support, the insight-it’s invaluable.
What salon software feature couldn’t you live without?
One feature we couldn’t live without is Kitomba’s Targets feature. It lets our team track their personal KPIs and goals, which motivates them to push themselves. It’s a game-changer, and it makes goals feel achievable because they’re broken down into manageable pieces.
We expect a 30% upsell from our team every week. By forecasting our bookings, we set that as a target, and it’s trackable. Kitomba’s numbers help us stay in control of our business. If you’re not tracking your numbers, you don’t know where your business is coming from. You need to be able to forecast and plan for success.
What does success mean to you?
For me, success means freedom. For a long time, many business owners, including myself, felt trapped by their businesses. I now make a conscious effort to ensure that the decisions I make lead me toward the freedom I desire.
I didn’t start my business to be overwhelmed by accounting or bookkeeping-I started it to create a fantastic place to work. Over time, I focused on the aspects of the business I loved, and I realised that I could hire people who excel in the areas I don’t enjoy, which allows me to concentrate on the parts of the business that do bring me joy.
My advice to other salon owners is to embrace strong processes. It’s easy to get distracted by creating a beautiful space and let other things slip, but your team needs structure. Having clear expectations and strong procedures helps keep everyone calm and on track, which in turn strengthens both your work environment and your business.