According to Director of Operations and Franchise Owner Brett Sinclair, the Great Clips® brand promise is to inspire confidence, so customers feel comfortable. Delivering on that promise means creating an experience where people know exactly what to expect when they walk through the door: a quality haircut, a convenient visit and a team that genuinely cares about serving them.
“We want to make sure we’re giving the customer what they're looking for,” Sinclair said. “I want them to leave feeling overjoyed.”
How did the Sinclair family expand Great Clips® in San Antonio?
Sinclair’s connection to Great Clips® began with his mother, Diane Sinclair, who started the business with his stepfather, Les Norton, in 1998, and opened their first salon in Seguin in 1999.
Growing up as a child in a family business meant dressing up as the mascot Sudzy for grand openings and working as a receptionist through high school and college. In late 2018, an unexpected return home to help family led to officially joining Great Clips® full-time in 2019, and becoming a franchisee in 2020.
"I slowly learned about [the industry], and I realized that stylists are basically like theater people; they're artists, and they’re a joy to work with,” Sinclair said. “I became really passionate about [working with them], and then I became very passionate about leadership.”
For Sinclair, a large part of this leadership is helping his team achieve personal milestones, like purchasing a house or a car.
"Being a business owner is all about, ‘How do I give back to the people that work for me? How do I make their lives better, whether that's financially or otherwise?’ That's what I'm in it for, and that’s what excites me the most.”
How do employees deliver the brand promise?
The customer experience begins with the team, which makes training and staff involvement essential. To ensure standards are being met, the company follows the Entrepreneurial Operating System model.
“We have a leadership team, and we meet regularly to make sure we're on the right track and are delivering the right values,” Sinclair said.
The team utilizes what they call “leadership niches,” covering areas such as marketing, professionalism, consistency and training, to stay aligned. Clear role expectations are outlined in a position binder to maintain transparency.
Additionally, to ensure high-quality haircuts and service, new team members complete a structured three-day boot camp that covers salon orientation on the first day, dedicated women’s cut training on the second day and men’s cut training on the third day, followed by individualized development plans.
How does Great Clips® stay connected to the community?
Local involvement is another important part of the Great Clips® model. Because salons are locally owned and operated, franchisees and their teams have the opportunity to build relationships in the communities where they live and work. That means being present beyond the salon through dedicated programs that support local families and military members.
For example, through the Clips of Kindness® program, stylists provide free head shaves for individuals undergoing chemotherapy treatment. On Veterans Day, active military members and veterans receive a free haircut or a card to redeem a free haircut on a later date, alongside an ongoing standard military discount. The organization also engages in corporate-sponsored Great Deeds® events and various community fundraisers throughout the year.
What keeps customers coming back?
Sinclair believes loyalty comes from consistently delivering on the brand’s promise. Customers return because they can count on a friendly staff, a clean environment, stylists who listen and care, and the convenience of online check-in at a valued price point.
In fact, many stylists and clients have formed relationships that span decades, supporting one another through life's biggest moments.
Looking ahead, what’s next for Great Clips®?
While Great Clips® continues innovating and expanding its initiatives, such as its upcoming college football promotion, Sinclair sees the core of the business staying the same: taking care of people, enhancing the lives of employees and giving customers a reason to come back.
Those interested in learning more can find resources here:
Website: https://www.greatclips.com/
Find San Antonio locations here: https://salons.greatclips.com/us/tx/san-antonio
A quick recap FAQ
Does Great Clips in San Antonio offer online check-in?
Yes. Customers can check in online before arriving, reducing wait time and making the visit more convenient.
What community programs does Great Clips offer?
The Sinclair-owned locations participate in several Great Clips giving programs. Through Clips of Kindness®, stylists provide free head shaves for individuals undergoing chemotherapy treatment. On Veterans Day, active military members and veterans receive a free haircut or a card to redeem one later, and an ongoing military discount is available year-round. The locations also participate in Great Deeds® events and local community fundraisers throughout the year.
How are Great Clips stylists trained?
New team members at the Sinclair locations complete a structured three-day boot camp: the first day covers salon orientation, the second focuses on women's cut training and the third covers men's cuts. After boot camp, stylists receive individualized development plans. The team also follows a leadership structure built around specific niches, including professionalism, consistency and marketing, to make sure standards are maintained across all locations.
The above story was produced by Senior Multi-Platform Journalist Sydney Heller with Community Impact's Storytelling team with information solely provided by the local business as part of their "sponsored content" purchase through our advertising team.