“I’LL SHOUT LOUDER FOR THOSE AT THE BACK… CUSTOMER SERVICE IS THE SECRET TO BEING A BUSY BARBER”
Spending years working at Tesco head office, I was lucky enough to train with some of the greatest customer service coaches in the retail industry Understanding customers was something that just made sense to me – people buy from people. It’s not that different in the barbershop, is it?
Market research has shown that clients remember the service over the haircut, and whilst you can’t be everybody’s barber, it is so important to be relatable to your client base.
Providing a good experience boils down to so much more than how you address your clients. I’m tired of hearing “you can’t call your client, bro”. For me, it’s all about tailoring the experience to your client and learning what type of service they require. The truth is, we cannot judge customers by their appearance. Some customers would prefer “morning Sir,” whereas other customers would prefer “alright Bruv”. First impressions count, however, and if you don’t address a new customer in a warm and welcoming way, then you have just lost a pay day.
Some clients want to be left in silence to enjoy their haircut, others want to tell you every detail of their day, and it’s our job to listen! For those that want to talk in detail they also want us to remember those details for next time, something that can be difficult when you have a large and diverse client base. By utilising the notes section in your booking app, or your phone, you can write down useful or interesting information or conversations that you had with your customer. When they rebook you, you will be able to check the notes and continue the conversation.
Part of good customer service is being relatable to all customers. A keen listening ear and an intuitive nature helps. It’s all about knowing a little bit about a lot of things. I try to initiate conversation with a new customer and find a subject that I have some basic knowledge about. Talking about this during the haircut makes the customer feel comfortable and listened to, whilst allowing me to learn about a subject which could come in handy for another customer!
Good customer service is simply building relationships. A good, busy barber will have multiple returning customers. Over time, this “customer service” becomes a lot less forced, and instead, is simply an ongoing relationship between barber and customer. Returning customers are likely to book more, spend more and tip more.
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