Walking into this particular Yorkville ‘salon’ with trepidation stems from the perceptions gathered in past experiences – not being familiar with ‘the drill’ – where to change, the ‘culture’ of the team, and being treated, as I arrive dressed down and unmade up, as though I'm somehow a B class client. As I figured out which door to use at the downtown flagship of Marc Anthony's Salon, I felt that familiar perceived ‘discomfort’. Adding to this is the spoken idea by merchants over the years that the client cashing in on the speciials (I was taking advantage of the great offers during “Beautylicious”) automatically made me even less valued.
Note to service providers - consider sharing with your staff that specials foster increased business and growing sales, and instead of these new clients being 'cheap', that it's an opportunity to dazzle clients and add to the roster of loyal customers.
I was greeted within two seconds by the person managing the front desk. Eye contact, smile, and sincere. Good start. I said who I was, and what time my appointment was for, and immediately was checked in with to make sure the services I’d booked were correct. Impressive. From there, I was ushered to a waiting room and offered a beverage and a ‘new customer’ sheet to fill out - including asking me what my favourite beverage was, and checking in with me to see if I wished to be contacted by email about promotions, or not. So far, I feel like my experience matters!
Someone came in to the waiting area to apologize that the colourist was a few minutes behind but would be with me shortly. Communication – thank you!
Before my colour is done, I'm invited to sit with the person who will be cutting my hair – communication, both learning what my expectations are and who I am, and between the team members.
The colourist is delightful, demonstrating ‘pride and joy’ in what she was up to. We chat, and get to talking about service providers’ perceptions of clients. We talk about a shared experience we've had at a nearby posh department store. We both would have arrived casually dressed, and had the perception we were seen as not worth being attended - as, say, someone who has a stronger scent of 'potential sales' about them because they arrive in Hermes. We chat about the idea that perception is reality, and how terrific it can feel to us to make a client feel 'at home'. She accompanies me to the stylist who will be cutting my hair, and asks if she can see the final 'look'. Caring, interest and engagement in my experience demontsrated once again.
The stylist starts cutting - we've had the conversation about her ideas and my objectives, so I'm now a lot more comfortable than I would be absent that consulting conversation. She's on the same page as the colourist, and talks about the team meetings they have, the incentives to attend, and how professional and valued the team is made to feel by management. VERY consistent with what I've read about the owner of the salons - and manifest so nicely in everyone I've come in contact with.
Biggest Takeaway - great service starts from the top down, and is wonderfully demonstrated at Marc Anthony.
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