When Business Gets Personal: Why I Chose People Over Profit at Mooeys Haslemere

Originally published on LinkedIn, 17 June 2025.

Running a franchise business means you’re constantly balancing growth, structure, people and profit. But what happens when those things feel at odds? When the “right” business decision doesn’t feel like the right decision at all?

Recently, I found myself in that exact position, and I want to share it, because this is the side of business people don’t always talk about. But it’s also the part that defines who we are as leaders.

Mooeys Haslemere was actually our very first franchised salon, opening its doors just before the chaos of Covid hit in 2019, so let’s just say, it didn’t have the easiest start in life. Fast forward to last year, and Vanessa stepped in to take it over. She already owned Mooeys Petersfield and, like me, couldn’t bear the thought of Haslemere closing its doors. She wanted to give it the fresh start it deserved, and she did just that. Vanessa has been an incredible franchise partner from the get-go, someone who lives and breathes the Mooeys values, has built a beautiful community around her, and played a huge part in shaping what Mooeys has become. But life shifts.

Vanessa let me know she wanted to step back from Haslemere to focus on her family. She’s about to become a grandmother for the first time (how gorgeous is that?!), she also still owns Mooeys Petersfield and runs it beautifully. So this wasn’t a case of leaving Mooeys altogether, she just needed to create space for this next chapter of her life.

And who can blame her? Family comes first. Always.

Now here’s where it got tricky.

In the franchise world, there’s a standard playbook: franchisee exits early, and the franchisor is entitled to claim the remaining years of fees. Contracts are contracts, after all.

And I had a choice.

I could’ve proceeded with legal action for the remaining four years of franchise fees. I’d probably have had a strong case. Or… I could step in, take the salon back under the Mooeys Group, bring it to a point of sale, and recoup the money through rebuilding and future growth.

I chose the latter.

Not because it’s the easier path (it definitely isn’t). And not because I didn’t care about the money (I do — I’m running a business, not a charity).

I chose this route because I value relationships over transactions. Because Vanessa is a brilliant human who’s still an integral part of Mooeys in Petersfield. Because the trust and mutual respect we’ve built matters more than a line on a contract.

And maybe some will say that’s too soft. That I’m letting emotions cloud judgement. But for me, this is the kind of leader I want to be. Someone who leads with purpose, integrity and heart.

I didn’t get into franchising to squeeze every penny out of people. I did it to grow a brand that genuinely makes people feel good — clients and franchisees alike.

When I built Mooeys, I did it with some very clear values in mind: purpose, joy, fulfilment and pride. These values guide everything — from the way we treat clients, to the way we train our therapists, and how I choose my franchise partners.

So when I was faced with this decision, I came back to those values.

Would it bring me pride to go the legal route? Would I feel joy knowing I had damaged a relationship I care about? Would it fulfil me to be “right” but not aligned?

The answer was no.

So instead, I leaned into the messiness. The unknown. The path that required more time, more energy, and more vulnerability, but that felt right.

When I decided to step back in at Haslemere, I took it straight to the Mooeys team. I shared everything — the background, the challenges, my fears. And what happened next blew me away.

Every single member of the management team stepped up. Lauren (Loz) put herself forward to run Haslemere. Donna was ready to step up and run Farnham alone. Others offered extra hours, ideas, moral support. It was a proper “we’ve got this” moment.

And that’s when it hit me.

Mooeys isn’t just mine. It’s ours.

This team doesn’t just work for Mooeys, they are Mooeys. They believe in what we do, how we do it, and why we do it. And when the brand wobbled, they were the ones who steadied it.

Mooeys Haslemere stays open. It remains a warm, welcoming, joyful little salon that makes people feel like themselves again.

Loz gets to run her own space and grow into a leadership role she’s 100% ready for. Donna takes the reins in Farnham. The whole Herd stretches, strengthens, and moves forward.

It’s not just business continuity, it’s brand integrity.

Because Mooeys isn’t about locations. It’s about culture. Consistency. Connection. And making people feel safe, seen and cared for, whether they’re clients or colleagues.

I’ve found myself wondering if I’m thinking like this because I’m a female leader. Whether I’m being too soft, too emotional, or just not "business-minded" enough. But at the end of the day, I believe in doing what feels right, for the people, the brand, and the long game.

I want to build a business I’m proud of. One where I can sleep at night knowing I’ve acted with integrity, supported the people who’ve helped me get here, and kept Mooeys alive in a way that truly reflects what we’re about.

Huge thanks to Vanessa for approaching this transition with honesty and grace. And to my team, thank you for stepping up, showing up, and reminding me exactly why Mooeys is so special.

And to Haslemere — we’re not going anywhere. Let’s do this. 💛