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Emma's story, in full
How it started, why they chose Callpad, and what it's like day to day.
A close team, a busy salon, and a phone nobody could reach
Emma has run Adamson Jones in Llandudno for 14 years. It's a team of seven, all employed, and the salon is laid out in sections around a colour bar, with no reception desk. Clients can book online or message on Instagram, but most of them still pick up the phone.
The phone usually fell to the apprentice.
“Bless our apprentice, who's trying to do a million other jobs. She can't get to the phone and the phone was just ringing and ringing and nobody was answering it.”
The next morning someone would work through the voicemails, but most callers don't leave one. Nobody could be sure who'd been rung back. “It was just chaos,” Emma says. “I reckon there was a lot of customers that were lost through us just not answering the phone.” Regulars noticed too: “My clients were getting a bit annoyed that we weren't answering the phone.”
Her stylists didn't want to leave their clients either. “When you're doing your client, it just should be a one-to-one service.”
Why Callpad
Emma had wanted a voice assistant for a while. Other companies wanted her to hand over every detail of the salon by hand, which put her off. Callpad connected to the booking system she already used, so it already knew her services, stylists and diary.
It also helped that Callpad's own rep had tried to call the salon first. “It's funny, because I rang before and you didn't answer. So I was like, yeah, exactly. This is why we need it.”
She was braced for paperwork. Instead: “Within 10 minutes it was done, it was set up, there was no problems.”
What changed for the team
The first thing Emma noticed was relief. “They were just relieved that they didn't have that pressure anymore.” The apprentice isn't running for the phone any more, and stylists stay with the client in the chair.
Messages reach Emma faster than they used to. “I will not get a message if you give it to a stylist who's really busy, who then tells me four days later. I will get the message off Amy much faster.” Every call is recorded, so if there's a disagreement about what was said, she can press play and check.
It's tidied up how the salon runs, too. Callpad explains the 48-hour deposit policy on every call, and it reminds colour clients about their patch test, which the salon's automated emails had been missing. Emma tells the story of a client who rang to cancel late, heard the policy explained kindly, kept her appointment, and later praised the call to her stylist.
“Time saving, more bookings. Our systems and policies are a lot smoother. The salon just runs a lot better.”
