The meaning of SERENDIPITY

By Anthony Gray, MIG Training

The name “Serendipity Hair” says a lot about the salon philosophy: ‘To find something good without looking for it; to discover something beautiful by chance’

A relative newcomer to the Brisbane salon landscape Serendipity Hair opened its doors in November 2022. A truly family affair, Emma Frizzo in partnership with her mother Pat have created a luxurious and opulent space that is relaxed, warm and inviting. The salon is nestled in the beautiful Newport waterside marketplace on Brisbane’s northern peninsula. With Emma’s knowledge of hair and Pat’s customer relations skills they make a “killer team”.

Emma’s motivation to open the salon was to be able to do things well and without limitations. Having the choice to try new ideas out that may sometimes be outrageous, a failure, or a huge success has been the driving force.

Emma’s acknowledges that, “in being a new salon and building our brand we realise that it is a journey of challenging yet rewarding work. We live and breathe our business but wouldn’t have it any other way!”

The Serendipity team has been built by finding out what drives each stylist individually rather than assuming they all need or want the same things. “We are still learning every day, Emma tells, “but we have attracted stylists with flexible work arrangements and have also ensured we hire for personality. Our top priority is to create a space where people feel happy, supported, and valued.”

Emma currently employs four seniors and three apprentices. “We like to run the salon with apprentices of each level so they can move through together. We feel this stepped approach works well as there aren’t apprentices training on the same thing at the same level, I can work individually with them and their own goals and needs. But it also helps keep them motivated to keep pushing through and levelling up together.”

“We have a salon coordinator Pat AKA Mumma Bear; she is the face of the salon and prides herself on the personal connection and rapport she builds with new and returning clients. Having a salon coordinator is important in supporting our team; it means the stylists can be freed up to be exactly that, a STYLIST.

They don’t have to worry about the nittygritty day-to-day tasks of running the salon. Too many times I have seen stylists put under extreme pressure being expected to juggle so much at once leaving them feeling stressed and deflated at not being able to do their job as a stylist.”

Education is CRUCIAL and something Emma is forever passionate about. “I wouldn’t be where I am right now without the education, I pushed myself to get through, as well as the education opportunities that came my way from putting myself out there.

I love to help our stylists to reach their greatest potential.” Emma trains her team each Wednesday. “We schedule weekly training during the workday to undertake in-salon education. This is mainly apprentice education; however, the team is very much aware that everyone can participate.”

External education courses are also open to everyone. “I invite the team to focus on what they love and be the best at it! There are, of course, crucial things everyone needs to be all over, such as product knowledge and the basics, which they are happy to do –providing it’s delivered in a fun and beneficial way. Yes, it can be costly. But what better investment into your business could there be?”

Emma’s approach to apprenticeship education is goal-focused. “It’s easy to lose yourself in your apprenticeship; I felt that feeling myself when I was going through my apprenticeship journey. I believe everyone needs someone to help hold them accountable. Whether this may be me as a salon owner, or a senior in the salon they particularly work well with and look up to. I see the role as a mentor and advocate.”

“Apprentices need to stay motivated and passionate to feel like they are getting somewhere and reaching goals. It’s not the easiest of things to get through sometimes, but having small, achievable, smart goals along the way makes them feel like they’re achieving what they’ve set out to do”.

Serendipity creates an in-salon calendar or program that works in the most practical order. “The calendar follows the way we want them trained and it is something that is continually referred to as a working document. Our (Registered Training Organisation) RTO, MIG Training has tools and assets to help with this as well.”

Emma also works closely with their education partners. Emma holds a special place in my heart for L’Oréal Professional. “Their educators ooze a level of passion that is contagious. I remember back to when I was a first/second-year apprentice sitting at the Loreal Academy in Brisbane on my first ever course there and how totally inspired I felt.

I aim to get as many as my team to follow in this pathway as it opened a whole new world of colour and way of thinking for me.”

“In addition, the flexibility offered by our RTO is the best! We do a lot of in-salon training ourselves, but we also have our beautiful assessor Rozi Hams from MIG Training who visit our salon monthly to work individually with our apprentices.

For Emma having several different partners or people that are involved in the education of an apprentice is important. “I value the communication I get from our partners, as we are always on the same page, and never any confusion.”

“I firmly believe that without learning, there is no growth, and without growth there is no success. Where education goes – business grows.

Should my stylists ever decide to move on in their careers, wherever that may take them, they are free to take the knowledge they have learned, and I would be proud to know their time with us was valuable and has benefited the salon whilst they have been there.”

With a philosophy focussed on Learning and grow there is a strong, bright and serendipitous future ahead for Emma, Pat and the team at Serendipity Hair.