By this stage of my life I am an experienced and interested consumer. It never ceases to amaze me though, how little interest businesses seem to have in feedback. I am just back from a hairdresser today. A Friday afternoon, a salon in Greenwich, London. I got a very good cut at a reasonable price. But as an experience of being pampered, it left something to be desired. Not terrible, just so so customer service.
I am quite a short person. This has an effect when I sit in a chair that is a little too high. So today I asked for a footstool so that I would not fidget about. I pointed out that with my feet securely planted, the haircutting would probably be enhanced. On my last visit I was constantly being asked to uncross my legs and still ended up looking a bit lop-sided. The young hairdresser obligingly searched around and improvised cleverly, which was very helpful. Indeed I felt much more comfortable than previously. But no actual stool was available for such a circumstance.
I am not uniquely small, and the feeling of having one’s limbs dangling without support is not conducive to a relaxing experience. It begs the question…why do I and the vast majority of women (and possibly men) attend a salon? Yes, obviously to have our haircut, but isn’t it much more than that? Isn’t it about feeling good, as well as looking good?
If I found a salon that operated according to that vision, I would be a loyal customer, a raving fan and I suspect it would not be almost empty on a Friday afternoon. But I am almost 100% sure that no stools will materialize in that salon.
While I was there I was also reading one of Roger Hamilton‘s books- “Wink and Grow Rich,” in preparation for his upcoming event in London. The first chapter is all about getting clarity of vision. I realized that the issue in this salon is that its vision is blurry. They did a competent, businesslike job, and my stylist was a pleasant young man, but there was little sense of being valued by the salon as a whole.
They took my name again, for about the third time, but not any other details. Maybe the colorist will fill it in, maybe not. But they did not look up the previous card today and again I had to rack my memory. They spoke in quiet tones even when the water was running so I had to strain to hear and even though I said “pardon” a few times the voices remained hushed. Nothing major, but a little more empathy would make a vast difference.
I had tried to book in elsewhere but there were no appointments till the middle of next week.Perhaps it is not a coincidence that I had been able to book in here just an hour previously and the salon was really very quiet, despite the “house” and heavy rock music. I wonder who they are trying to please with that, as the clientele is generally 30 plus?
There is little difference between the two in the price… so perhaps the other place is a little more responsive to customers? I left the salon, making plans to do some training for hairdressers, beauticians and everyone else who could do more to help customers feel much better. We are all human beings after all. Or I could offer consultations as a “professional customer,” because I really would like to enable good businesses to be even better. And it was actually worth it for the very good haircut, I must admit!
