“In March, the number of online orders grew 10 to 12 times in just one week.”
In early March, Amy Errett appeared on the, discussing Madison Reed, the hair color business she founded in 2013 that had raised more than $130 million in total VC funding. By the end of the month, it was quite a different picture: Errett had shuttered the company’s 12 brick-and-mortar “color bars” and redirected the 100 employees at her San Francisco headquarters to work from home.
We closed down our 12 color bars [in California, Maryland, New York, and Texas] a couple of weeks ago. But our business has seen a significant increase online as hair salons across the country have closed. In March, the number of online orders grew 10 to 12 times in just one week. The friction point of our business for a salon-goer was always the fear of doing it yourself.
Because the online sales increased, we were able to transfer colorists who were working in our retail stores to jobs on our Color Crew, answering customer service calls. We quickly quadrupled the size of the Color Crew from 30 to 115 people to support increased customer demand, and got everyone set up in new jobs within a week — sending people Chromebooks, giving them headsets, and training them how to respond to customers via phone, text, and our website’s chat tool.
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