Exceeding customer expectations

When you sit down in Randy’s chair, rather than generically asking, “How do you want your hair cut today?” he crouches down so he’s eye-to-eye with you and starts asking questions like, “What do you like about your hair? What don’t you like? Why do you want that color?” In fact, he’ll tell you not to get a particular service if he thinks it will damage your hair (even though he would have made more money). That’s why Randy has a successful salon, Cake Hair Salon, and has been hired by Redken to fly all over the country teaching other stylists.

Ignoring customer expectations

Our neighbor Krista was fired after one week at a budget salon. The conversation with her manager went like so.

Manager: You are a great stylist and all of your clients love you. But we are going to have to let you go.

Krista: If everyone likes me, then why fire me?

Manager: Because you take too long. We need to move clients through faster.

Krista: Well, I’m sorry. I believe in quality over quantity.

Manager: And that’s why this is the wrong salon for you.

Don’t be like Krista’s boss

Be like Randy. Take a moment to understand who your customer is, what he or she really wants or desires and then exceed all expectations. That little extra time is a formula for success.