{"id":162774,"date":"2026-02-05T13:28:30","date_gmt":"2026-02-05T13:28:30","guid":{"rendered":"https:\/\/www.phorest.com\/?p=162774"},"modified":"2026-02-05T13:28:33","modified_gmt":"2026-02-05T13:28:33","slug":"when-your-software-stops-matching-your-standards","status":"publish","type":"post","link":"https:\/\/www.phorest.com\/gb\/blog\/when-your-software-stops-matching-your-standards\/","title":{"rendered":"When Your Software Stops Matching Your Standards"},"content":{"rendered":"\n

Nicholas Nicola, founder of Allertons<\/a>, on standards, scale, and why the right partner matters when your business is growing.<\/p>\n\n\n\n

For premium salons, the danger rarely shows up as one big failure.
It shows up as friction.<\/p>\n\n\n\n

Small moments where the experience you want to deliver no longer matches what your systems can support. Moments your clients might not articulate, but absolutely feel.<\/p>\n\n\n\n

For Nicholas, founder of Allertons, that realisation came early.<\/p>\n\n\n\n

\u201cWe used a competitor software back in 2014, and I felt like it just wasn\u2019t providing the right kind of experience that Allertons wanted to give its clients,\u201d he says. \u201cAnd the clients expected from a business on our kind of level.\u201d<\/p>\n\n\n\n

That sentence carries more weight than it might first appear. Because when you are building a premium business, good enough<\/em> is no longer good enough. The experience has to feel considered, seamless, and intentional<\/a> at every touchpoint, especially the ones clients interact with most.<\/p>\n\n\n\n

The first crack: experience-level friction<\/strong><\/h3>\n\n\n\n

Nicholas was clear on what he wanted Allertons to stand for. A salon rooted in service, education, and hospitality, inspired by retail environments where the experience matters just as much as the product.<\/p>\n\n\n\n

But the software underpinning the business was not keeping pace.<\/p>\n\n\n\n

\u201cI wanted something that had an app and great online booking<\/a>,\u201d he explains. \u201cSomething that matched what clients expect now.\u201d<\/p>\n\n\n\n

This was not about chasing shiny features. It was about eliminating friction that quietly undermines trust. If the booking experience feels clunky, if access feels limited, if the brand promise breaks at the point of interaction, clients notice.<\/p>\n\n\n\n

That gap is where chaos creeps in. Not loudly, but persistently.<\/p>\n\n\n\n

Growth exposes what systems are really built for<\/strong><\/h3>\n\n\n\n

As Allertons grew, so did the complexity behind the scenes.<\/p>\n\n\n\n

\u201cThe main thing that made me want to switch was growth options,\u201d Nicholas says. \u201cOnce you start optimising column availability, your service menu, all of that, you have to start looking at the brains of the business. The software is essential.\u201d<\/p>\n\n\n\n

Growth forces clarity. It exposes whether your systems are designed to support complexity, or whether they simply tolerate it.<\/p>\n\n\n\n

For Nicholas, the decision to move to Phorest Salon Software<\/a> was about restoring control. Not just operationally, but culturally.<\/p>\n\n\n\n

As Nicholas puts it, \u201cclients expect it nowadays to have an app<\/a> for literally everything, whether it\u2019s booking appointments or managing their lives.\u201d For Allertons\u2019 clients, that meant being able to book 24\/7, see their points, review past and future appointments, and rebook with ease. \u201cIt just makes it a much more seamless experience,\u201d he says.\u00a0<\/p>\n\n\n\n

And that same logic mattered just as much for the team. \u201cThe guys\u2019 favourite feature is being able to see their column,\u201d Nicholas explains, especially in a salon of this size where \u201cthey don\u2019t always have easy access to one of the PCs.\u201d Being able to see their day, what\u2019s coming next, and whether they\u2019re running early or behind, even when they\u2019re not at a desk, \u201cis invaluable to them.\u201d <\/p>\n\n\n\n

Having something as intuitive and accessible as the PhorestGo app<\/a> in your pocket, not just for clients but for running the business itself, removed friction on both sides.<\/p>\n\n\n\n

The fear no one talks about<\/strong><\/h3>\n\n\n\n

Switching software is rarely about features on a slide deck. It is about risk.<\/p>\n\n\n\n

When your business runs on online bookings, when your clients expect frictionless access, and when your revenue depends on every hour being optimised, the downside of getting it wrong is very real.<\/p>\n\n\n\n

Allertons found it the hard way. Having been with Phorest for several years, Nicholas decided to test another software provider, but quickly realised there is no other software that hits on all the notes Phorest does. <\/p>\n\n\n\n

\u201cWe only left for two to three weeks,\u201d Nicholas says. \u201cWhich shows you exactly that there isn\u2019t a better alternative.\u201d<\/p>\n\n\n\n

In those two weeks, the impact was immediate.<\/p>\n\n\n\n

\u201cWe get 94% of all of our bookings online,\u201d he explains. \u201cWhich meant that the switch to the other software provider was just as disastrous as you could imagine.\u201d<\/p>\n\n\n\n

The cost was not theoretical.<\/p>\n\n\n\n

\u201cWe lost in those two weeks close to \u00a330,000, which meant that getting the switch back right was probably the most important thing we\u2019ve done since opening.\u201d<\/p>\n\n\n\n

There is no glamour in that number. It is lost time, lost trust, and lost momentum. It is the kind of disruption premium businesses cannot afford, and exactly why so many owners hesitate to change anything once they are established.<\/p>\n\n\n\n

Cutting chaos means respecting the basics<\/strong><\/h3>\n\n\n\n

What ultimately brought Allertons back was not habit. It was alignment.<\/p>\n\n\n\n

\u201cAt the end of the day, everything you do is time, revenue, and profit,\u201d Nicholas says. \u201cNo matter how you spin it, every salon comes down to those three things.\u201d<\/p>\n\n\n\n

That mindset sits at the heart of cutting chaos out of a business. Not adding more complexity, but removing friction so owners can focus on decisions that actually move the needle.<\/p>\n\n\n\n

\u201cWith Phorest, the flexibility of the online booking system is massive,\u201d he explains. \u201cCreating packages, services at different lengths, different times, different prices.\u201d<\/p>\n\n\n\n

\u201cIf you\u2019re not using software that respects time, revenue, and profit,\u201d he adds, \u201cyou\u2019re either leaving money on the table or even worse, losing money without realising.\u201d The switch to a different provider showed that. <\/p>\n\n\n\n

Support is part of the system<\/strong><\/h3>\n\n\n\n

Technology alone does not steady a business. People do.<\/p>\n\n\n\n

\u201cWhen we came back to Phorest, we just gave them a list of exactly what we wanted to do,\u201d Nicholas says. \u201cThey did the rest.\u201d<\/p>\n\n\n\n

That confidence comes from knowing there is a team behind the platform.<\/p>\n\n\n\n

\u201cHe\u2019s just Scouse Max to me,\u201d Nicholas says.
\u201cHaving a person like Max at Phorest is great for me because it means I\u2019ve got a single point of contact for everything I need to do, whenever I need to do it.\u201d<\/p>\n\n\n\n

\u201cI don\u2019t expect him to answer the phone at midnight, which is usually when I\u2019m working,\u201d he laughs, \u201cbut if I send him an email, first thing in the morning he comes straight back to me with, \u2018This is how you do it, you do this, this and this\u2019.\u201d<\/p>\n\n\n\n

\u201cFor an entrepreneur, your brain is always doing something stupid at stupid times,\u201d he adds. \u201cYou need somebody to sound off to and make that idea work. That\u2019s exactly what Max does for me.\u201d<\/p>\n\n\n\n

That kind of support reduces mental load. It removes decision paralysis. It gives owners confidence to move faster, because they are not carrying the risk alone.<\/p>\n\n\n\n

Built to scale without chaos<\/strong><\/h3>\n\n\n\n

Today, Allertons is opening new locations at pace. By square footage, their current salon is the largest in the UK, with more already on the way.<\/p>\n\n\n\n

\u201cThe fact that Phorest is so easy to expand with means that\u2019s something I don\u2019t have to think about,\u201d Nicholas says. \u201cI can open a new place, a new location, and have it up and running in a matter of days.\u201d<\/p>\n\n\n\n

That is what premium growth looks like when the foundations are right. Expansion without disruption. Scale without chaos.<\/p>\n\n\n\n

Choosing partners who work as hard as you do<\/strong><\/h3>\n\n\n\n

Nicholas is clear about one thing. Suppliers are not interchangeable.<\/p>\n\n\n\n

\u201cI look for partners that are willing to work as hard as I am,\u201d he says. \u201cWe don\u2019t just provide shelf space. Everyone has to operate at the same level.\u201d<\/p>\n\n\n\n

That applies to software too. Uptime matters. Reliability matters. Ease of use matters. Because when you are handling thousands and thousands of bookings every week, there is no room for systems that wobble under pressure.<\/p>\n\n\n\n

\u201cPhorest has to be able to handle it,\u201d he says. \u201cAnd it does.\u201d<\/p>\n\n\n\n

A comeback built on clarity<\/strong><\/h3>\n\n\n\n

Allertons\u2019 story is not about never making the wrong call. It is about recognising it quickly, owning the impact, and choosing the platform that gives you back control.<\/p>\n\n\n\n

\u201cWe\u2019ve tried to look at alternatives twice,\u201d Nicholas says. \u201cAnd really, there is no alternative. Phorest is by far the best available option.\u201d<\/p>\n\n\n\n

As he puts it simply, \u201cThe software running your company is literally running the entire company. And you need to make sure that your staff can use it, your clients can use it, and that you\u2019re putting yourself in a position to succeed.\u201d<\/p>\n\n\n\n

A final thought: two paths, the same principle<\/strong><\/h2>\n\n\n\n

What the Allertons story ultimately highlights is not a single decision, but a principle.<\/p>\n\n\n\n

When a business reaches a certain level, the systems behind it matter just as much as what happens on the floor. And when those systems stop matching your standards, doing nothing quietly becomes the riskiest option of all.<\/p>\n\n\n\n

From here, there are usually two positions owners find themselves in.<\/p>\n\n\n\n

If you\u2019re reviewing your software and thinking about switching for the first time<\/strong><\/h3>\n\n\n\n

For others, this moment comes from growth. What worked when the business was smaller no longer scales. Manual workarounds creep in. Marketing feels fragmented. Control starts to slip.<\/p>\n\n\n\n

Switching systems can feel daunting, but it doesn\u2019t have to be chaotic. With the right onboarding, support, and planning, it can be a positive reset, one that brings clarity, consistency, and confidence back into the business.<\/p>\n\n\n\n

The right switch isn\u2019t about chasing something new. It\u2019s about choosing foundations that will support where you\u2019re going next.<\/p>\n\n\n

\n\n\n
\n
\n
\n

Thinking about switching?<\/p>\n<\/h2>\n \n <\/div>\n \n Book a walkthrough of the system.\n <\/a>\n <\/div>\n<\/div>\n\n\n

\n
<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

Nicholas Nicola, founder of Allertons, on standards, scale, and why the right partner matters when your business is growing. For premium salons, the danger rarely shows up as one big failure.It shows up as friction. Small moments where the experience you want to deliver no longer matches what your systems can support. Moments your clients … Continued<\/a><\/p>\n","protected":false},"author":40126,"featured_media":162775,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[12904],"tags":[8936,1445,1383],"class_list":["post-162774","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-salon-industry-gb","tag-client-relationships-gb","tag-hair-salon-gb","tag-salon-software-gb"],"acf":[],"yoast_head":"\nWhen Your Software Stops Matching Your Standards | Phorest<\/title>\n<meta name=\"description\" content=\"Find out how Allertons, a luxury UK hair salon business, uses Phorest to grow their business, and what features keep them steady.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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