The Roche Hair Experience
Three years ago, Charles Roche was on the brink of launching a cleaning business, ready to leave his trucking job of 20 years. But a chance conversation through Your Guardian’s Refocus Programme brought to light something entirely unexpected: a passion for wigs, inspired by his own life and family experiences.
From that first consultation, it was clear that Charles’s interest wasn’t just about selling wigs. He wanted to create an experience—one that treated people with empathy and met them exactly where they were in their hair journey. Today, the Roche Hair Experience stands as a transformative service in the world of wigs and hairpieces, marked by Charles’s relentless drive for quality and client satisfaction.
A Year of Growth and Discovery
Charles’s journey has been one of continuous growth and learning. Within the past year alone, he’s expanded his business to offer men’s hairpieces and wigs, undertaking barbering courses to perfect his craft and even partnering with top wholesalers around the world to bring a diverse, custom-fit selection to his clients.
“I realised quickly that standard wigs didn’t fit everyone,” Charles shared. “A lot of my clients have petite-sized heads, and the typical wigs just don’t work for them. So I sought out new suppliers to make sure I had something that would really fit my clients perfectly.” This personal touch, paired with a high level of customization, has set his business apart.
Crafting a Unique, Personalised Experience
For Charles, creating a safe, private, and understanding environment is as crucial as the technical work. Many of his clients have faced personal challenges—some are dealing with hair loss due to illness or stress, while others are navigating the emotional impacts of hair thinning over time. Charles emphasises privacy and comfort, ensuring his clients can come with a friend or family member to feel supported.
One of his favourite client stories reflects this commitment. An elderly woman, once a vibrant community figure, had withdrawn from public life due to hair thinning and self-consciousness. A friend brought her to Charles, who found a hair topper that gave her confidence back. “At her daughter’s wedding, she even gave a speech,” Charles recalled. “Since then, she’s gone back to her church and council meetings, even hosting coffee mornings with friends again. She sent me a message saying it gave her her life back. Moments like that—that’s why I do this.”
Crafting a Unique, Personalised Experience
For Charles, creating a safe, private, and understanding environment is as crucial as the technical work. Many of his clients have faced personal challenges—some are dealing with hair loss due to illness or stress, while others are navigating the emotional impacts of hair thinning over time. Charles emphasises privacy and comfort, ensuring his clients can come with a friend or family member to feel supported.
One of his favourite client stories reflects this commitment. An elderly woman, once a vibrant community figure, had withdrawn from public life due to hair thinning and self-consciousness. A friend brought her to Charles, who found a hair topper that gave her confidence back. “At her daughter’s wedding, she even gave a speech,” Charles recalled. “Since then, she’s gone back to her church and council meetings, even hosting coffee mornings with friends again. She sent me a message saying it gave her her life back. Moments like that—that’s why I do this.”
Building a Brand Rooted in Quality
Reflecting on his journey, Charles credits the Refocus Programme for helping him define the mission behind Roche Hair Experience. Working with the Your Guardian team, he developed a core philosophy around the “experience” of his service. This guidance, along with the values he has embraced, flows through everything he does—whether that’s offering clients free consultations, creating a line of custom care products, or tailoring wigs to fit each individual’s needs exactly.
“My customer service is my top priority,” he explained. “When someone buys a wig from me, they get a complete package: the wig, care products, a mannequin, wig grips, and even ongoing support. I’ve had customers reach out months later to ask for help washing their wig, and I’ll jump on a video call or meet them in person to guide them through it.”
A Positive Change for Charles’s Own Life
The success of Roche Hair Experience hasn’t only impacted clients; it’s transformed Charles’s personal life as well. Now working from home, he enjoys flexible hours, giving him more time with his family. “I’m three weeks on, three weeks off, which is amazing. I’m home more, I’m less tired, and my kids love having me around,” Charles shared. “This work has been great for the family as a whole, and it’s given my partner the chance to progress in her own career.”
Looking Ahead
As he moves forward, Charles is expanding his services even further. He’s working on a bid to partner with the NHS to provide wigs to patients going through treatment, and he’s also launching his own line of wigs, designed with input from his years of experience and customer feedback.
Reflecting on this journey, Charles expressed his gratitude for the unexpected path he’s taken. “I never thought this would be my career. It’s still surreal to me. But seeing the impact I’m having—it’s amazing. It’s not just about wigs; it’s about giving people confidence and dignity.”
