In this episode of the GSBC Awards Series, Matt Taylor-Farrington chats with Charlene Rapa, owner of apaR Hair Studio, who took home the Best Customer Service Award at the Greater Springfield Chamber of Commerce Business Awards for the second year in a row.

Charlene shares what it was like to hear her name called again, and what back-to-back recognition says about her team’s unwavering focus on genuine connection, community, and consistency. From creating a salon culture where everyone feels at home to navigating the real challenges of high-energy, client-facing work, she unpacks what it truly takes to keep customers coming back.