Scissors, Awards & a Great Customer Experience

I went to get a haircut yesterday, and the salon I go to looked like they were getting ready for some big party; balloons, flowers, streamers, banners, the works. When I asked the reason for all the decorations, my hairdresser (Matt) told me that Paul (the owner and Matts brother) had just won the Young Retailer of the Year Award.

And thinking about it, I am not surprised.

Lets be honest, for most blokes, like me, a haircut is a fairly routine, functional task. You go along once a month or so, they cut your hair (“the same as last time, thanks”) and off you go.

But I really enjoy going along to “my” hairdressers, they really do try to create a great experience every time I visit. The salon itself is a fun place to be, the staff are always happy (they always great me with a smile), they have music videos playing on a big TV, and offer drinks to their clients. Now whilst this isn’t really worth any more if the haircuts are crap, it does differentiate it from other hairdressing places I have been.

I remember the first time that I went, I was asked what I wanted to drink, and was given a small form to fill in, with my likes and dislikes about hairdressers, as well as about my hair care routine, and what if any advice I would like from them (if any).

I then had the haircut – and liked it. But what was really cool was that when the washed my hair (I had never had my hair washed by a hairdresser before!) I received a really relaxing head massage.

And each time I go it’s the same; I have a great time! They remember my Birthday, send me a Christmas card, they remember how I have my coffee, and what “stuff” I use to keep my ‘do in place. I always leave feeling better than I did when I entered.

It all sounds a bit corny doesn’t it? But in my life as a customer (=consumer, client etc), such experiences are rare. So why is my hairdresser unique? Why do they stand out? Well it's no secret: it’s their culture; that intangible factor that can either be a companies competitive advantage, or competitive disadvantage. And in Paul’s case it is very much his advantage.

In addition to being pretty handy with the scissors, Paul is obviously an excellent leader who believes that workers who are happy are workers who take good care of customers. His hairdressers are always happy, alwailerays smiling and promote a special family feeling. They have some very rare qualities; they have great skills, coupled with commitment, job satisfaction, adaptability and motivation. And that is a potent mix that all organisations should strive for.

If only some other places I shop knew that creating a great customer experience starts with the employees, rather than me. First make your people happy, and they’ll make me happy…

So it’s not surprising that Paul won such a great award (beating competitors from Coles, David Jones & Woolworths). His clients get an inexpensive, but great haircut, lots of laughs and plenty of personal attention.

Comments

[Jon Strande]

Not corny at all - my wife owns a hair salon, so I know just what you are talking about.

It is truly "high-touch", and I always equate the business to an inexpensive therapist. A really good stylist can make you feel great when you leave - think about it, what do you do when you go to a salon, you talk about yourself. The stylist asks you all kinds of questions, they care about making you look good... it is both a mental and pyshical service.