Home' INSTYLE Magazine : INSTYLE MAY-JUN 2018 Contents treatments including a ‘preferred Olaplex
“We can go five months without a
haird resser leaving which for a salon group
of our size is rare. In most cases they move
interstate or change direction – it comes a
lot down to our training and streamlined
structure for all of our staff,” Brendon said.
“Our salon group has the most Goldwell
Master Colourists out of any salon in
Australia – it’s all part of our journey
of being renowned for highly trained
colourists and services."
Brendan aims to source some of the
country’s best trainers to educate each
salon’s staff, having Sharon Blain for up-
style training and Prema Sydney salon staff
conducting in-salon training.
There are 80 hairdressers across all of
the locations which will most probably
spike to beyond 85 when a new Ascot
salon opens on the outside of an upscale
shopping centre in the middle of this year.
This year a new head office will also
open in Brisbane’s centrally located
NewFarm – hosting an Academy space and
a head office. The Epic service philosophy
is now streamlined via a centralised call
centre. Brendon says this frees up time for
in-salon staff and enables staff to suggest
different salon locations if a particular
booking cannot be honoured. Simple Salon
is the software of choice due to its shorter
one minute lag time for bookings.
“Centralised booking allows us to be
100 per cent sure that an appointment has
been accurately scheduled and is staffed by
qualified admin staff."
Across the marketing side of things
the Epic salon website is fresh and easy
to navigate. Professionally positioned
to suggest services and allow visitors
to easily book in for top treatments and
promotions, there’s little wonder why the
online presence continues to be important
for the Epic Hair group. Clients can select
a stylist, choose a package, peruse a gallery
of looks and trends and leave feedback.
There are also various simple touches
across the salon group that clients
“We validate car parking across all
of our salons to make your experience
that little bit smoother and in early 2017
when we opened our stunning Emporium
Luxury Retail precinct salon in the
Fortitude Valley we began to offer free
valet parking in conjunction with the
Emporiu m Hotel,” he said.
Finding new ways to encou rage clients
to frequent the salon not only comes in the
form of re-booking but for Epic Hair they
are one of the few salons to offer Zip Pay
which allows the client to enjoy any lu xury
appointment while paying with flexible
Brendon works closely with Marketing
Manager Emily Gorman to ensure the
website and all social media channels are
working well for the brand. A key shift
here has been to make their website a
home of ‘content’ rather than just salon
“We saw the trend towards hair stories,
tips and content and have encouraged
visitors to not just see as us a salon brand
but a go-to for hair tips and advice,”
Brendon said. “Our strengths have always
been on the marketing side of things and
the old school mentality that the customer
is always right."
Using Google ad words to boost online
visits and with a key focus on building
stylists’ individual profiles through
competition work in 2018 is all part of
instilling Epic as a hair industry employer
of choice and opportu nity. In 2017 a
Colourist from the Kenmore salon was a
finalist in Goldwell Color Zoom and this
year the salon is a finalist for the Customer
Care Award art the AHIAs. They also hold
an annual awards night where apprentices
and staff are awarded with trophies and
Master Colorist qualifications. There are
currently around 6,500 clients per month
going through the salons of which arou nd
20 per cent are male.
The constant need for evolution was
evident after sitting with Brendon.
“Urbanlist used to work really well for
us in the beginning but it doesn’t now, as
was website traffic when we realised to
increase traffic we had to make it more
articles based,” Brendon said.
Epic has partnered with Orange Sky
laundry, a Brisbane based charity that has
allowed the salons to do haircuts for the
homeless. Epic staff have donated their
own time every second Friday as a way
to give back to the community. It’s no
wonder that Epic has no issue getting staff,
with an inclusive team culture, training
advancement and a soon to open Academy.
Epic’s aim as an employer of choice
will continue to be a core target while
simultaneously achieving their customer
service goals. It’s evidently clear that a
strong salon culture is required to achieve
a seamless customer service philosophy.
In-house wifi, refreshments including
wine and cheese snacks for every guest, a
blow dry club and a ‘mood media’ music
system that is programmed to change
throughout the day with more relaxing
‘lounge style’ music at lunchtime and
something more up beat when weekends
and evenings come around are just some of
the things that have afforded Epic a finalist
for customer ser vice awards and ultimately
consistent salon growth.
With another two contacts for salons
currently in Brendon’s hands there’s no
stopping where the next 10 years could
take the group.
Epic may be a multi-salon brand but
they are far from offering a ‘cookie cutter’
approach. A wide demographic of clientele,
a constantly open-minded approach to
forging partnerships in the industry and
an attitude for development. We’re no
doubt in-store for another Epic 10 years.
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