 Young stylists' VIP treatment wins new customer
As a stylist, LaShawn was a hair master. She could cut, style, color, and grow tresses with ease. But as a salon owner, LaShawn needed more lessons.
This sad conclusion recently became crystal clear to Jillian. After two years of being LaShawn's client, Jillian finally admitted to herself that her stylist did not treat her like a VIP. With the economy downturn, LaShawn was losing business left and right. Jillian had been one of LaShawn's first clients, and Jillian stayed LaShawn's client when others packed up and left. But today was the last straw.
As a way to cut financial corners, LaShawn cancelled appointments on slow days at the last minute without regard to clients who may have been booked. So what LaShawn only had one or two customers? Those appointments were important to those customers, but to LaShawn they were a waste of time.
Jillian considered this practice disrespectful and had had enough. This day was no exception. Jillian had called the salon to confirm her appointment only do discover that LaShawn would be a no-show.
Michelle, the receptionist, informed Jillian that LaShawn had streamlined her hours to work elsewhere to supplement her income.
Shocked to discover that her stylist had limited her hours, Jillian felt stuck. She really needed to get her hair done. Remembering that Michelle was also a cosmetology student, she asked if she would do her hair. Feeling up to the challenge, Michelle said yes.
A few hours later, Jillian arrived ready to be beautifully transformed. But at the washbowl, Michelle asked if it would be OK if she blow dry Jillian's hair instead of giving her the normal roller set because she hadn't learned how to do that technique.
"Oh my goodness," Jillian mumbled to herself. She didn't want to take the risk of Michelle fumbling without the supervision of a senior stylist. So, Jillian glanced over at Ronique, a new stylist. Her chair was empty.
"Listen, do you mind if I ask Ronique to finish my appointment," Jillian asked. "I do not want to put pressure on you to try to complete a roller set if you aren't comfortable."
Michelle took the question in stride. "No problem. I understand," she said. Michelle left Jillian at the bowl explained the situation to Ronique. Moments later, both women returned to the washbowl.
"We will take care of you, Jillian," Ronique said. "Michelle and I will work together to get you out of here in no time. We want you to leave satisfied."
Jillian felt special for the first time. "I really appreciate the reassurance. I was beginning to think that I needed to find a new salon."
Both stylists completed Jillian's hair in record time. Jillian looked into the mirror and smiled. "You do good hair, Ronique."
"I take a lot of pride in my work," Ronique said. "I appreciate every opportunity since it is hard for clients to give new stylists a chance."
As the ladies chatted, the phone rang. Michelle answered then yelled out "It's LaShawn, Jillian." Michelle gave Jillian the phone.
"I didn't know that you still were going to come in after you found out that I had to move you," LaShawn said.
"Girl, I had to get my hair done." Jillian explained with exasperation. "I hope you don't mind, but I'm going to start making appointments with Ronique on the days you can't make it."
LaShawn nervously laughed. "Hey, that's money in my pocket."
"Ronique is very professional," Jillian said without wavering and smiling at Ronique. "She did a great job today."
Glad that Jillian was happy, LaShawn stifled her disappointment over the possibility of losing Jillian as a client. "Ronique does need more clients. I am glad it worked out today."
She and LaShawn exchanged a few more pleasantries then hung up. It was then Jillian realized that LaShawn had no clue about customer service much less how to effectively run a business. Though Jillian wanted to support LaShawn, Jillian realized that changing stylists might be her best option.
With a supporting smile, Jillian turned to Ronique. "Just remember," Jillian said, "treat your faithful customers like VIP's and you will always have a full appointment book."
Hair-nista chat question: How long do you continue to deal with less than VIP service before you start looking for a new salon? How do you make your clients feel like VIPs? Post your comments below.
Submit your own real salon drama story. We may use it in an upcoming My Salon Drama post.
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