In January, salon owners, managers and stylists gathered in New Orleans for Neill’s 26th annual Serious Business conference—two days of inspiration, networking, and thought-provoking speakers and workshops.

Have you noticed customer service has become extinct in the post-Covid world? Are you so wrapped up in work that you’ve lost your sense of self? Do you have more textured-hair guests than ever—but don’t know how to service them?

In recent years, the conversation around textured hair has taken center stage in salons across the country, and Aveda North America Artistic Director for Texture, Naomi Dove has been a vital voice in driving the discussion.

Ask a salon owner to name the most important aspect of their business and more often than not, you’ll hear “culture” in their answer. But push that same owner to elaborate and you may be met with crickets.