Today was the day we heard we'd made the final cut for the Hair Awards 2018 in the Regional Salon the East category. In a couple of weeks' time we'll hear if we've won!
So what was it that got us to the final?
Our clients tell us regularly, either in person, or when they review us online,
that Hair by Phillip isn’t just unique, it’s extra special. They tell us our awesome mix of warm-hearted, caring individuals and three generations of family members brings a lovely warm family-feel to the professional salon we’re proud to call ours.
Each and every day our valued clients recommend Hair by Phillip because the whole team work super-hard to ensure everyone receives a special experience. Our impressive client retention rate of just under 85% is testament to their loyalty, and clients just love our loyalty card scheme which gives discount on a hair service after 6 visits. After each visit, every client is invited to give feedback and our NPS (net promoter) trust score of a whopping 93% demonstrates our ability to provide that all-important client experience. If you compare that to service providers from well-known brands such as Starbucks whose NPS score is 77%, and Amazon whose is down at 61%, our score of 93% is no mean feat! Lots of hard work and dedication goes into maintaining that, but we never rest on our laurels; we’re always striving for improvement.
Trust is key
Having trust in your hair stylist is absolutely key, which is why we run an in-house training school, lead by Gemma, and senior stylist Kelly. Both are fully qualified assessors and have a passion for coaching and training our teams to ensure the highest standards are offered, and we’re always up to speed with the latest trends and techniques. Our NVQ students train on a Tuesday morning and there is never a shortage of willing models. This is testament to our reputation, as people know that they can trust the high quality training and investment in our students to produce great results. Gemma is also a certified Goldwell Colour Expert, the highest accolade in colour, which ensures our colour knowledge is of the highest standard.
An environment to relax in
A year ago the salon underwent a full refurbishment and is almost unrecognisable. The new backwash units with soft lighting and luxurious chairs , LED backlit mirror workstations, and footrests all-round give a quality edge to ensure our clients feel well and truly pampered. We have an area to relax in specifically for colour clients with the use of an iPad if they wish. The drinks menu is favoured by clients, and they love the choices - from good old Lattes and hot chocolates to fruit teas and spring water - our refreshments are top notch! Our refurbishment was considered carefully and we gained valuable insight into what our clients wanted to ensure the finished salon ticked all the boxes! Our valued staff members also benefited from the refurb, with a complete overhaul of the staff room, to provide good old home comforts to ensure breaks could be enjoyed to their fullest.
Giving back to the community
As the longest established salon in our area, we have had clients visiting weekly (some even twice weekly!) since the doors first opened some 45 years ago. Some clients even align appointment times so they can catch up over a hot drink! The amount of gifts received at Christmas demonstrates the great relationships formed over the years. We regularly celebrate birthdays with them and have had many-a-cake in the salon.
Over the years we have had floats in our towns’ carnival, and been part of many fundraising events such as hair shows and pamper evenings. We support a number of local schools, charities, churches, and other worthy causes by providing gift vouchers and raffle prizes. This season we are proud sponsors of Stotfold Juniors Development Centre.
We couldn't have done it without you
Aside from our fabulous clients, who have helped make this possible, we'd also like to say a huge thanks to the awesome team here at HBP. Without our staff working as hard as they do, we'd never have made this shortlist.
So, a big thank you to you, our wonderful clients!
Gemma x