We have entered a new time. A time where EVERYTHING you do, offer, practice is analyzed and compared to the next. In the words of Bob Dillon, ” You better start swimming or you’ll sink like a stone, cause the times they are ‘a changin”. We choose to swim. Not only to keep our heads above water, but we swim to win the race.
Tony Hsieh, of the online shoe company Zappos, was way ahead of this curve and wrote a book called Delivering Happiness that details the extraordinary lengths his company goes to do just that. Deliver Happiness. As a mandatory read for some of our upper management at Indie Blue Salon, we have implemented like practices to ensure we are doing the same type of happiness delivering service.
In an industry where the styles, trends and product lines change with the wind, the customer service aspect of it has remained in a not-so-wonderful stalemate. Which is where we are prospering. In the details.
From the moment you walk in you realize that the status quo does not live here anymore. A professional tour of the salon, a dedicated Lather Lounge including head and scalp massage and state of the art software jump out immediately. Relax with French wine, craft beer or a handcrafted Apple Cider Mimosa. Snacks? Of, course.
But the service doesn’t stop when your appointment is over. After receiving your service from an award-winning salon stylist, the REAL service kicks in. Indie Blue Salon believes in “Not only making you feel fabulous the day you come in, but helping you replicate that look at home until your next appointment”. The days of the turn and burn clients are over. No more “see you in 6 weeks Debbie”. Its now “I’ll talk to you on Saturday and we’ll see how that color is working for you!”.
It’s the way customer service was in the old days. The days of your local pharmacist calling you to see how those new meds are working and to come on down to the shop for a free milkshake. We’re bringing THOSE days back…