Our daughter Katelyn is a stylist at a high end salon in Tucson. When she started out there fresh out of school she was full of passion and raw talent, but found it difficult to interact with clients. That was four years ago. Today she’s honed not only her talents as a stylist but her caring interactions with clients have caught the attention of her manager. So much so that she was recently asked to present to the staff and the owners of the chain of salons how she makes her clients feel so good about themselves and their salon experience.
She opened her presentation with a thought that may have caught everyone a bit off guard.
“I believe that we’re all made in the image of God and that we’re all beautiful.”
She went on to share that by thinking about the client with that truth in mind, actively listening to them share their personal stories, truly caring about them personally, and striving to actually help them feel beautiful, they will leave the salon feeling great about themselves. And, in turn, feeling great about the salon experience. And the stylist.
Two days later, as if Katelyn’s words were returning to her with resounding confirmation, a man walked into the salon for a haircut. He was quiet. Even melancholy, not saying much at all. But when he did talk he simply said, “Take your time doing my hair. I have plenty of time today.”
Katelyn thought that was a bit odd. But she soon found out why he was in no rush.
“Three years ago today my wife died,” he continued. “This salon was her favorite place in town.”
Katelyn, being not only a good listener but a compassionate one, didn’t look for the first “exit” from what could have been an awkward situation. Instead, she said, “Tell me how you and your wife met.” For the next few minutes he shared memories of his beloved wife right there in what had been her favorite place in town.
When he finished reminiscing, he added, “You know, no one has ever asked me since my wife died how she and I met. Thank you.”
I’m guessing Katelyn won a repeat client for life that day. Sure, she’s an excellent stylist, but her clients know that she genuinely cares about them. And that the client isn’t just paying for great hair. They’re paying for a great experience.
Rod Robison is a mentalist, magician, author and speaker who helps companies and organizations throughout Arizona and beyond create unforgettable events for their employees and clients. Visit www.TucsonMentalist.com Books available at www.TucsonMagician.com/books
