Page 47 of Knot Your Sunshine
"Furthermore," he doesn't even glance my way, "your current operational framework lacks structure. Franchisees need concrete systems and measurable protocols, not abstract philosophies about community connection."
The laser pointer clicks off, and the room falls silent except for the soft hum of the air conditioning.
I stand, the chair scraping against marble.
"Mr. Sutton." My voice comes out steadier than I feel. "Have you ever had someone remember your haircut without asking?"
He blinks. "I don't see how that's—"
"It's everything." I pull out a folder. "The Hendersons, retired teachers from Ohio. Other salons never remembered that Mrs. Henderson is allergic to certain dyes. I keep detailed notes. Three years later, they've brought in twenty six other couples from their retirement community."
Chadwick's expression doesn't change. "Anecdotal evidence doesn't—"
"Tina. Single mom, two jobs." I slide her photo across the table. "She could only come after seven PM. I noticed her daughter always did homework in the waiting area, so I set up a study corner with good lighting. Six years later, they both come monthly for matching styles. $30 trims became $160 in regular appointments, plus referrals from every working mom she knows."
"Customer accommodation is standard—"
"This is profit." I pull out my spreadsheet. "Forty percent higher retention than industry average. Sixty percent higher annual spending per customer."
Chadwick sighs. "Ms. Everly, I understand your approach is... unconventional."
"But it works," I cut in.
"For one location. Scaled across hundreds? Doubtful. Franchising requires replicable systems, and you can't replicate personal relationships."
"Maybeyoucan't." I cross my arms and meet his gaze head-on.
The challenge hangs between us. I catch Keanu's approving grin in my peripheral vision, Josh's wide-eyed admiration, Noa leaning forward, clearly enjoying this.
"Okay, I'll bite." Chadwick straightens his tie. "How do you ensure consistency without standardized procedures? When your entire model relies on intangible relationship-building?"
"By selecting franchisees who understand that connection drives profit, not the other way around." I step forward, matching his intensity.
"And how do you identify these people?"
"Through targeted recruitment. Isn't that part of why you're here? To help find the right franchisees?"
His laugh is sharp. "There are no proven methodologies for identifying candidates based on emotional intelligence. I deal in returns through established processes, not social experiments."
"Or maybe you're just afraid to try something new."
Chadwick stays silent for a few seconds, and you could hear a pin drop in the room.
"Very well," he finally says, calculation in his eyes. "I propose a test."
My pulse quickens with interest.
"Twenty locations. Ten using your model, ten using mine. Three-month trial."
"One week," I counter, spine straight, matching his height in my heels. "I'm not wasting months proving what I already know works."
He laughs again. "A week? You can't measure success in days."
"You can when one approach is clearly superior." I step closer, chin raised. "Unless you're not confident in your 'systems'?"
"Fine. One week." He leans forward, amusement dancing in his eyes. "Care to make it interesting?"
"Let's hear it."
