UK Enterprise 2020

152 | UK Enterprise Awards 2020 For many, the colour of their hair or how it is styled is important to them in not only giving them confidence, but also how they express themselves. As such, a trip to the hairdressers can be a little bit daunting, especially if you have a specific end result in mind. Making every client that walks into their salon feel comfortable by providing them with an exceptional customer experience, Em 2 Hair Ltd also ensures that they turn clients’ vision into reality with their superb hairdressing skills. Recognised as one of the most stylish hair salons in Weston-Super-Mare, we take a closer look at this award-winning salon to discover how they provide their clients with a unique experience. Most Stylish Hair Salon 2020 - Weston-Super-Mare Aug20042 Since opening their doors, Em 2 Hair Ltd have been on a mission to provide an extraordinary level of business excellence. Every customer which enters the salon, regardless of their age, expects, and receives, service excellence with their interaction with the team. Prior to the cutting/colouring/styling, the team arrange a consultation with the client. The consultation is key as the team take the time to listen to their clients, working with them to ensure that they fully understand what is required, and what is possible. Em 2 has been deliberately designed to portray a ‘natural feel’, meaning that it is calm, relaxing and unhurried, to make the client feel as comfortable as possible. Helping to maintain this serene atmosphere, is the creative and talented team at Em 2 . The ‘working and organisational culture’ cultivated at the salon is something of a science. The team quietly monitor and measure their performance, so they can find ways to further improve their service. Additionally, each member of the team receives a significant amount of training each year from both the Hair Academies in London (funded by the salon) or in the form of Customer Care training. The team is also provided with all the information about the running of the business, so everyone truly understands how Em 2 is doing. Every team member understands the part they play in the success of the business. From the Front of House Manager to the Stylists, each person at Em 2 understands and can articulate the part they play in supporting the entire team, since everyone is vital to the overall success. For many, 2020 was meant to be the year of expansion, new beginnings and exciting projects. However, the Covid-19 pandemic certainly put things on hold, especially in the Hair and Beauty industry. As salons across the UK begin to open, the team at Em 2 are adapting to the new regulations. Although working in full PPE is proving to be difficult, it is a small price to pay for keeping both staff and the clients safe. One change the team have noticed is the increase in the number of clients who are focused about being able to maintain their own styles, and so are keen on ‘lower maintenance’ cuts. Beyond this, the team have found that their clients have come flooding back and they have all, without exception, been very supportive of the new, safe, working practices. This is loyal client base is a true testament to the outstanding level of service the team at Em 2 provides to everyone they serve. Ultimately, the team at Em 2 Hair Ltd genuinely love what they do and they will continue to strive to provide their clients with an exceptional service during every point of contact with their business, whether it is when they visit the website, book online, phone the salon, during their consultation and so on. Whilst the Covid-19 pandemic may have reduced their capacity, it certainly did not impact their desire to continue building a loyal base of customers. The Hair and Beauty industry is competitive, and Em 2 ’s award-winning service excellence is what helps the salon to stand out amongst other businesses. As the salon prepares for the future, one thing remains certain is that they will continue to place this successful strategy at the very centre of their growth. Company: Em 2 Hair Ltd Contact: Emma and Dominic Male Web Address: www.em2-hair.co.uk