Saturday, July 2, 2016

HAIR: Customer service, good and bad

Over breakfast yesterday a Unionville friend told me a very funny anecdote that could serve as a business-school case study for why those no-appointment chain haircut places have become a booming franchise.
She said she was 10 minutes late for her appointment at the upscale, expensive salon she has patronized for years (the delay involved cattle), and from the moment she walked in she got nothing but dirty looks and attitude. (Her imitations were priceless.)
Desperate for a haircut, she headed to a strip-mall place, had her hair cut, and was out of there, shorn, in 5 minutes. The bill: $13. And her hair doesn't look bad at all.
Somebody just lost a customer, and somebody else just gained one.

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