I have a confession to make, I realise you will judge me and may think differently about me after this but it has to be said.
I don’t like going to the hairdresser.
I know that all of woman kind have taken a sharp intake of breath and that any men reading are a little shocked.
I would almost say I have a phobia of it. I think I’m allergic to the small talk. I don’t have an idea of what style suits me, what type of cut I want or if I want it blow dried straight or flicked. I find the whole process so stressful.
I thought at 29 I had overcome my issue – there is a salon just down the road that I had started going to every 6 weeks like a good brainwashed person does, parting with my hard earned cash.
The first appointment was a little awkward with the usual small talk but there then seemed to be more of a flow and I relaxed – paid, made my next appointment and was proud of myself for finally getting over my issue.
At my second appointment I was completely at ease and the small talk was no more just a conversation.
I continued to go and spoke to my friends and family about how friendly the salon was and how consistent.
When I went for my appointment in November despite my usual hairdresser being there my appointment had been moved to another stylist. This freaked me out for one and I was also a little put out. I had built up a rapport and understanding with my usual stylist and now I had to start the whole process again.
I didn’t want to and although I stayed for my appointment – I cancelled my next one in January and haven’t been back since.
Although this may seem somewhat superficial and a lot to do with my own issues, it’s also to do with customer service and knowing your customer. If I had kept my stylist they would have had my permanent custom and I would have been a regular source of income every 6 weeks.
Perhaps if there had been some explanation for the change or a phone call before I turned up I may have been more forgiving.
If you own a business how do you ensure you are aware of the needs of you’re customer?
As a customer what is important to you and what would stop you from returning somewhere?