We were lucky to catch up with Michele Clifton recently and have shared our conversation below.
Michele, so good to have you with us today. We’ve always been impressed with folks who have a very clear sense of purpose and so maybe we can jump right in and talk about how you found your purpose?
I believe I found my purpose over time; it was and still is, a journey. My journey into becoming a salon owner was not one I envisioned for myself. In 1989 while attending college to obtain my degree in psychology, I took a part-time job in a hair salon as a receptionist. Looking back on those early years in the salon, I remember thinking “I’m just here to make money to help pay my tuition and have some cash for going out. The beauty industry was not a place that I would stay. Well, I was WRONG. The longer I worked there, the more I loved it. Even though I was not licensed to “do” hair, nails or skin, I was drawn to the artistry, creativity, fashion and style that encompassed this fun industry! I wasn’t exactly sure how I was going to fit in long term as my skills were quite the opposite. I’m a detail girl, I like organization, numbers, communication and technology.
After graduating college in 1991, I found myself deeply connected to this wonderful industry and had no desire to part ways with it. Later that year, 4 stylists left that location to open a new salon. I took a position as a receptionist and bookkeeper, eventually being promoted to the front desk manager and then the salon manager. That salon became one of the top salons in our area. I was learning all about the business, making connections and earning a decent living. It was unheard of at that time for someone who is non-licensed to be running a successful salon.
In February of 1997, there was a disagreement between the owners that resulted in two of them “eliminating” the salon manager position unbeknownst to the other two owners. My journey was being sidetracked!
Those days after losing my job were ROUGH. I viewed myself as a great employee, good at my job and the salon was thriving, but somehow, I was unemployed for the first time since I was 14 years old. The salon that I loved was in complete chaos after learning of my termination. Within the first week of this change, 17 team members (including the other 2 OWNERS) left their employment with that salon. They all scattered to other area salons: but they had jobs, unlike me. Where did that leave me? Unemployed with a psychology degree but all my professional connections were in the beauty industry.
What to do next?? Well, it was 1997 so the internet was basically in its infancy. So, I did what you did in 1997 – I went to the library and figured out how the heck to write a business plan, and then I wrote one! I took that business plan with real numbers and real projections and tried to get a business loan – I knew the salon business! I went to ALOT of banks and I got ALOT of “NO”s. Until I finally got a yes, IF my loan could be backed by a co-sign from my parents and their HOUSE! No pressure ….. In June of 1997, by the grace of God and the help of my parents, I purchased a local failing salon right around the corner from my previous salon. Then, the REAL journey began.
Let’s take a small detour – maybe you can share a bit about yourself before we dive back into some of the other questions we had for you?
This coming June will be 28 years since I purchased Image Is Salon. The early years were difficult with a lot of learning curves, but I was dedicated to growing my business and most importantly, reducing my loan debts to realease my parents of any financial liability.
In 1998, I met my now husband, John, who had recently purchased the business next door to the salon, a deli called Towson Delly North. We were newly married and both owned small businesses. We worked ALOT, the businesses grew and we somehow survived the financial recession of 2008. Keep moving forward, that was the plan. We opted to forego starting a family of our own and our journey together took on another unexpected role – we became mentors, role models, counselors and coaches to dozens of young people that we employed. It was during those times that it became very apparent to me that I am extremely lucky to have been brought up in a home with parental guidance, involvement and encouragement but with rules and consequences. Work ethic and responsibility were instilled in me, and I want to provide that guidance to the young people that come to work for me that may not have had the same parental support. Many needed encouragment and guidance at the beginning of their careers. This became part of my leadership style and aided me in growing my salon team.
A big turning point in my business occured in 2012. We moved the salon from it’s original location in Cockeysville, MD to its current location in Timonium, MD, less than 2 miles away. In 2013 I dedicided to attend a 4-day training academy with a salon consulting group, called Summit. John attended the program with me and our salon journey took another turn. We were taught so much about growing and sustaining a SALON company and learned some hard truths about what we needed to do to become and stay profitable. However, the most powerful lesson we learned is the importance of becoming servant leaders and growing PEOPLE for a living. How cool is that?? Of course we want to grow our numbers, be profitable and make more money but true success if achieved by growing, investing and serving the PEOPLE that choose to work for us. Wow, now that seals the deal!
After returning from that program in 2013, everything changed! We increased the number of hours we are open ( 7 days a week ), set sales goals for the salon and for each individual service provider, created new systems throughout the salon, changed our pricing structure and set up station sharing so we could grow our team. We introduced monthly PDM’s ( personal development meetings ) for each team member to go over their personal and professional goals and coach them on achieving those goals. We set three huge goals for the company in 2014 – dedicate ourselves to the Redken brand and become ‘Redken Elite’ (top 5%), hit 1K in sales and be voted as a Top 200 salon in the nation. We achieved ALL THREE of those goals at the end of that year!
Over the past 10 years, the salon has been operating using those principles and systems. We now have a leadership team, a team of directors and we added our first sharholder in the company. We survived the Covid 19 pandemic, maintained most of our team and are dedicated to growing career minded individuals who share our belief in continuing education, serving others, personal and team growth and achieving financial freedome so that they can live their best life while maintaing a career that they love!
If you had to pick three qualities that are most important to develop, which three would you say matter most?
I would say the three qualities that were most impactful in my journey were perserverance, patience and humility. My advice to anyone starting out would be to focus on being intentional – set clear goals and stay adaptable. Definitely learn to be a great listener, practice empathy and surround yourself with support from mentors role models and friends. Most importantly, always strive to improve and better your best – acknowledging your imperfections opens pathways to the best new ideas!
Okay, so before we go, is there anyone you’d like to shoutout for the role they’ve played in helping you develop the essential skills or overcome challenges along the way?
It’s difficult to name just one so I’ll share my top three. First, I would say my parents. In the beginning of becoming a business owner, I have to say that my Dad was the first to jump on board with the idea and support the process. My Mom took a bit longer to come around to the idea but through the years, they have both been there for me through everything and every step of the way. I am extremely blessed to have parents that have unconditionally supported me throughout my life. My dad will be 83 years old this year and my mom, 82. Next month will be their 60 year anniversary – I’m very thankful for both of them!
Second would be Chelsey Smith-Cline. Chelsey has been with me since 2009, starting as a shampoo assistant at the age of 17. Over the past 16 years she has evolved through all facets of the salon. Much like myself, she originally joined our team for extra income to support herself in her college pursuit, but the beauty industry had other plans for her. After dedicating herself to numerous roles in the company, she became passionate about hairstyling and obtained her cosmetology license in 2018. During her time at Image Is Salon, she has been a reliable, dedicated and ambitious contributor to growing the salon. I feel incredibly fortunate to have had the opportunity to mentor her early in her career and witness her personal and professional growth. She is currently a shareholder in the company, a Level 6 stylist behind the chair working with associates ( up and coming new stylists ), our training director and co-manager. We have grown together – her time and effort that she continues to invest in the salon is unwaivering.
Lastly, I can’t say enough about the support, guidance and strength that I receive from my husband John, Back in 1997 when I was working for the other salon, it was not my ‘life plan’ to be a business owner. Although I was learning to be a good manager, I was fairly satisfied working for someone else. Life had different plans for me and I think that there was a reason I met John. He had been managing people for much longer than me – behind the scenes he empowers me through many arduous obstacles that arise in running a business and managing people. He has been my rock through all of it! Being a business owner himself, he is very proficient in leadership and quantitative skills which are big topics of conversation in our household! It also doesn’t hurt that he is an extreme handyman. He was the strength behind moving our location back in 2012, a complete lobby remodel in 2024 and the never-ending maintenance that is needed on equipment and business improvements. I truly believe that the success of Image Is Salon is having him by my side throughout the journey!
Contact Info:
- Website: https://imageissalon.com
- Instagram: imageis_images
- Facebook: https://www.facebook.com/ImageIsSalon/
- Linkedin: https://www.linkedin.com/in/michele-clifton-b9a8b474/
- Yelp: https://www.yelp.com/biz/image-is-salon-timonium
- Other: https://www.tiktok.com/@imageissalon
Image Credits
Lexi Thompson, photographer, L.T. Photography
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