Member Article

Hair salon styles out team expansion with new customer experience specialist

Birmingham salon, Joshuaa Shaun Hair, is growing, having welcomed its latest team member – Emma Egan – as its first customer care officer. Emma will be stepping into the brand new role, which has been created to ensure the highest level of customer experience is delivered as the salon continues to transition into the ‘new normal’.

The appointment is part of the business’s ongoing adjustments since doors opened after lockdown, and falls in line with Joshuaa Shaun Hair’s long-standing commitment to being a welcoming, safe, and inclusive space for all. Recognising the additional worries that clients may face returning to salons since the pandemic, founder Joshua Forde felt that a dedicated customer service person would be a valuable addition to the team.

The fourth member of Joshuaa Shaun Hair, Emma will be the only one who won’t be responsible for cuts, colours and styling. Instead, her day-to-day responsibilities will be solely focused on making clients feel at home – from the moment they make their booking, through to when they leave with their new look.

With previous roles in textiles and retail industries, Emma is looking forward to bringing her experience in and enthusiasm for customer care to the salon. She commented:

“Joining Joshuaa Shaun Hair has been fantastic and I’m truly grateful for the opportunity to work with such a passionate team. Each one of the stylists cares so much about their clients wants and needs, and while my job role won’t see me transforming how they look, I’m determined to make sure that each person who steps through the door is made to feel special.

“I pride myself on being a people-person and I’m excited to get stuck into meeting all of our clients and enhancing their experience with us. We know that the first time going back to the salon in the new normal is going to feel a little different, but we want to make the changes a positive one – one where they know they are safe, cared-for, and protected, as well as pampered!”

The Birmingham-based salon is no stranger to setting the style when it comes to customer experience: unlike any other in the city, the salon operates a gender-neutral pricelist, meaning a haircut costs the same, irrespective of sex.

This simple – but revolutionary – approach has seen Joshuaa Shaun Hair rapidly climb the ladder in the industry, breaking boundaries to be recognised as a cutting-edge salon. The salon’s inclusivity policy sees the team make self-care accessible, judgement-free, and affordable, providing a safe space for all, irrespective of gender, race, sexuality, or ability.

Joshua Forde, founder of Joshuaa Shaun Hair, commented:

“Adding Emma to the team is part of our ongoing commitment to guaranteeing that every customer has the best time with us. For us, every client – no matter their age, gender, race, sexuality, or ability – deserves to feel safe, seen, and special during their visit. I think as the roles of our high streets continue to evolve in the post-pandemic aftermath, the value of experiences is going to be higher than ever before. As the ‘new normal’ becomes our reality, now it the time for businesses – regardless of size and sector – to think about how they adapt to accommodate this. This isn’t going to be a ‘trend’; it’s a fact that’s here to stay.”

This was posted in Bdaily's Members' News section by HATTIE D'SOUZA .