Years ago, when I decided to work with natural hair full time, I made a business decision around the “telephone in the salon.” Many of us, who came out of traditional salons were sick of the hairstylist doing your hair with one hand and holding the phone talking about the latest social events with the other hand. You know the experience. For me, it became almost comical. By the time my perm was laid in, I knew who she was dating and who was givin’ her a hard time about it. That was my experience, again and again - and it made an impact on me. As a result, I made it a policy that I would not answer the phone while I had a client in the chair.
Well, it has been several years of honoring that commitment and re-evaluating that commitment as the business has grown over the years. The only reason for my policy was to show the utmost of customer service to my current client; in essence, fighting the stereo-type around the experience I have already mentioned. Some of you are adamant about this policy and have been very appreciative to me for enforcing it over the years. But customer service extends beyond the chair and I need to consider the experience of the client who is calling to reach me for an appointment. Moreover, as my cliental continues to grow out-of-state, this is becoming an even grater consideration.
With that said, in an effort to make ALL areas of my business more exceptional to my clients, I am adopting a new practice. Answering the phone for the sole purpose of setting an appointment should only take around 30 seconds. If you are in my chair when the business line rings, please help me with your understanding around what that quick 30 seconds can mean to a person looking to set an appointment. And if you are calling to set an appointment, please be understanding around the time we spend on the phone.
As you know, my focus is on making your locking experience exceptional; both in and out of the chair.