Five Years In — What Running a Small Salon Has Taught Me

Posted by Gaya Hair & Beauty

It's been five years since we opened Gaya Hair & Beauty. I don't always stop to think about that — there's usually too much to do — but when I do, there's a lot to reflect on.

The Best Part

Without question, the best part is when clients come back.

There's something that happens over time — you start to recognise faces, remember hair. You know that her hair is fine and gets weighed down easily. You know he prefers it shorter on the sides but never quite says so. You know what works and what doesn't, without having to ask every time.

That familiarity makes the work so much better. For both of us, I think.

But I'll be honest — even after years with some clients, I still sometimes can't quite figure out what they really want. And occasionally, someone stops coming without a word. That always makes me stop and think. What did I miss? What could I have done differently?

It's kept me on my toes.

Communication Is Everything

One thing I've become more intentional about is asking questions. Not just "what are we doing today?" but:

How do you wear your hair at home? Do you usually wear it up or down? What are you hoping for — not just today, but over the next few months?

The answers change everything. A haircut that looks great in the salon but doesn't work with someone's morning routine isn't really a good haircut. I want to understand your life a little, not just your hair.

Learning Never Stops

Before opening Gaya, I spent years working in New Zealand salons — which meant I was working mostly with European hair. When Han and I decided to open our own place, I knew I wanted to get back to working with Asian hair too.

So before we opened, I went back to Japan and worked in a salon there for a while. I wanted to refresh — to see what was current, how techniques had evolved, what clients in Japan were asking for.

It matters more than people might think. What's popular in Japan, Korea, or Malaysia isn't always the same. How much to thin hair, how to handle certain textures, what a "natural look" means — it all varies. I try to ask, to listen, to not assume.

The Less Glamorous Side

The early days had their challenges too. Before we even opened, I was dealing with suppliers who asked about our revenue before we'd served a single client — and then didn't reply to emails. It was a steep learning curve in how business actually works.

Nobody tells you about that part.

Still Here

Five years in, we're still a two-person salon. Still doing things our way. Still learning.

I'm grateful for every client who has trusted us — especially the ones who keep coming back. You're the reason this works.

— Tomoko Gaya Hair & Beauty

13/150 Symonds Street, Auckland Central Monday – Saturday | 10:00am – 7:00pm