Crown Hair: Accountability in Excellence

Even in their earliest conversations about joining forces, Crown Hair’s Directors, Kathy Gilbert and Mark Jones, had a strong vision for the business that focused on delivering the highest quality of service to their clients.

Their concept was of a memorably professional experience with a great end result of beautiful hair. 

This is the foundation of a visit to Crown Hair and helping the team maintain that level of excellence over the past five years is the Australian Hairdressing Council (AHC) and AHC Facilitator, Majella Wirth.

Australian Hairdressing Council“I assisted Kathy and Mark to achieve the highest level of recognition given by the Australian Hairdressing Council, which is a gold accreditation. This includes a visit to the salon by a mystery shopper, who is carefully chosen to match the salon’s service.

The AHC Mystery Shopper Program is an opportunity for salons to see how clients perceive the service they provide. We present salons with a full written report from the mystery shopper’s experience, the feedback mystery shoppers provide is on specific areas of their salon visit. This feedback is designed for the whole salon to review, this information allows the salon to see which areas they are excelling in and the areas to address and require improvement through staff training”.

“We do everything we can to ensure our clients love their experience of Crown Hair” explained Mark. “We see ourselves as a luxury brand delivering a truly personal service which means strong attention to detail, from the hair we dress to the flowers in our vases.

Having a mystery shopper come in to the salon is an excellent way to maintain this – and it’s always good to hear what they think about the design of our little Darlinghurst space because even that was very focused on giving clients a high end experience”.

“I loved the finish of the salon…beautiful curved ceilings, bright down lights and an overall relaxed, friendly vibe. Everything was clean and regularly kept on top of throughout my visit. It was a lovely salon and they have done a wonderful job maximising the space, as it’s not a very large premises.” (mystery shopper)

“Certainly from our experience, it’s the little things that can make someone’s visit perfect” added Kathy, “so getting confirmation we are doing all the right things via our recent mystery shopper has been really motivating for us”.

“…I was very impressed with the care taken at every stage.” “My hairdresser worked really clean, applying the colour and then straight away wiping down and tidying up. She took the time to properly remove the colour from my skin, for which I was very grateful.”

Crown Hair has been a member of The Australian Hairdressing Council (AHC) from the start.

We proudly hold Gold Salon Select accreditation for our commitment to good business ethics, sound business practices, quality client services, training, fair employment practices, and sustainability.