Service Excellence at The Gallery Hair Salon, Bangkok
I didn't think I would be writing about a hair salon and raving about its superior service.
Dam was my hair stylist during this first visit.
The welcome was very effervescent and the farewell very genuine too. 💖
I was addressed by my name, making it a personalised experience. 💖
When I mentioned that my friend was having some light bite right next door, Dam offered to help me order some dishes too. 💖💖💖
My water glass was promptly replenished and I never had to request for more. 💖
He asked good questions to ascertain my hair styling/care preference. E.g. he asked if I usually tie my hair high up or in a low pony tail/chignon. 💖
He was knowledgeable and professional, sharing advice without sounding patronising. For example, he explained the effects of different hair styles for my face shape, hair texture and even for the length of my neck! 💖
Dam covered my bag with a protective layer and offered a cushion to rest my hands while I read my novel. 💖💖💖
He explained the Italian product used, the expected duration and purpose of each step undertaken. He also checked on my comfort to ensure that the colouring product did not cause any itch. 💖
Even when it was his junior assistant, Tamarind, carrying out the task, Dam would first come by to inform what would be done and what was next. 💖
Something unique: arm and hand massage were offered while awaiting for the hair colour to set in. Pressure level was also ascertained.💖💖💖
applying the hair colour, there was about a 45-minute wait and Dam came by twice to check on the progress. He used a fresh cotton bud to pry through my hair and commented, "Nice, nice...the colour is coming out well and it's not too dark nor light". Somehow, the simple remark made me feel good and assured. 💖
I asked Dam how long he has been working at this salon, and during our pleasant chat, he shared that he had learned hairdressing from his mother as a young boy and now he cuts and perms her hair. When he was a kid, he would ask his mum to cut only one inch of his hair, "but almost every time, she would cut much more. So now I do the same to her!" he said with a chuckle. 💖💖💖
Service Bank: Deposit of 20 x 💖
Reflective thoughts: It is not difficult to deliver excellent service if is not expected or/and when it is not that common amongst your competitors/industry. As stated at the very beginning of this post, service excellence in hair salons is usually not much touted, upheld, or even noticed. But for the likes of luxury hotel industry, where good service is bare minimum expected by all guests, how do you differentiate yourself? (Hint: look for something that is so commonly carried out amongst your competitors and challenge yourself in doing things differently to make a positive difference and garner extra deposits in your service bank)
Looking at the case above, describe the emotions felt if you were the customer. How would you relate each point to your service standards? (e.g. is it about anticipatory service, personalised interaction or friendly conversation?) Where would you give more or less 💖?