The Good Customer

Having been away from my hairdresser for 3 months I found myself frantically searching for a stylist here in Vancouver. Searching the world wide web for reviews on hair salons in the city proved to be unsatisfactory…. until I stumbled upon www.toniguyblog.com. Since choosing a hairstylist is a very personal decision, I relish in reading the “bios” of different stylists. In addition to information on their salon, I saw many posts by people asking for suggestions and pricing. There were also posts by clients commenting on past experiences. Toni & Guy answered almost all the posts in a timely fashion. They refer people to certain  stylists as well as recommend people come in for free consultations. Although I know that many other salons offer this service I don’t often see it openly suggested. Knowing that the salon encourages these free consultations gives the customer the assurance that it’s ok to just “check it out”. Fabulous! I decided to enter a post – trying to be as detailed as possible with my hair type and what I envisioned as an end result. I received a reply within 24 hrs. They offered names of 2 stylists at both of their locations. It’s often intimidating to walk into a high-end salon for the first time – you’re not familiar with the stylists, the pricing of their services, etc. With their blog as a customer liason tool, I believe that Toni & Guy are committed to providing their clients with an exceptional experience. Without ever having visited the salon, I felt confident in making the decision to book an appointment.

Lesson Of The Day:  “Providing your customers with information and options is paramount to a good customer experience.”

Coming Soon …… My Visit to Toni & Guy – The Hair Diaries – Entry 2

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• yes, even when you are having a crappy day – a fake smile is better than no smile

• this makes the encounter personal; it makes the person on the receiving end feel that they are seen as an individual and not just another “worker bee”; it acknowledges their presence

• c’mon, it’s common courtesy. Please say “please and thank-you” where needed; just because you are the consumer, it doesn’t exempt you from having basic manners

• does your server have a glass on each finger and plates lined up their arm? well then it’s highly unlikely that they will be able to stop by your table to pick up your credit card for the check – let’s all try to be a little more understanding… please
• is the store personnel with another customer, on the phone (not personal, I hope), conducting other business? – don’t interrupt, its rude.

• you may not be the only customer present; everybody deserves a good customer experience

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