Typically client criticism is brushed under the rug or hidden. I would like to expose it! I want to discuss the client criticism that we have received.
So we've been open a month as of today and out of the 312 Blo/Out clients that have walked in (p.s. THANK YOU!!) and experienced our services, we've gotten two (2) complaints! I'm not sure how that statistic compares to other salons or other industries but based on my experience, that's awesome!
I'm a customer service guy. Period. That's my forte, that's what I do! So I interrogate each and every customer and ask for their true and honest opinion. I embrace criticism! I love it! Tell me what to do to make you happier and I will! Tell me nothing, and nothing changes. If my need for the best customer service ever transferred from my professional life to my dating life, women would love it!
If I order a meal at a restaurant and the result is complete crap, guess what, its going back! That is the same way I feel about every service or product. If for some reason a Blo/Out client is not satisfied with the service, we have the ability to correct the issue immediately or I will personally pay for your next Blo/Out. I never want anyone leaving my business unhappy! Ever!
Having said all that, let me get into the 2 complaints we have received and why I cannot take them to heart.
The first, a bitter woman came in for a blow dry prior to a "ball" she had to attend. She inquired about the length of time for a blow out and after telling her it was approximately 35-45 minutes she went back and forth for about 5 minutes on whether she'll make it or not. Once she decided to proceed, I offered her a Blo/Me Mosa, that day it was Mango Mimosa which is so far the crowd favorite. After tasting it she stated that it's disgusting and put it down.
I introduced her to one of our Blolita's Calvin. Calvin comes from some of the most prestigious salons in Cherry Hill, NJ and has been styling hair for over 8 years. Other than his talents, Calvin is an awesome guy (he has the transformers logos tattooed on his arms!) and a stand up comedian on the side. Calvin is probably what I would label a hipster. Calvin also happens to be black. Upon meeting Calvin, Client X proceeded to ask if there was anyone else available to style her hair. Maybe she hated the Transformers tats? Having no one else available at the time, she sat with Calvin and asked for straight hair.
During this time another client was sitting right next to client X with her adorable ginger daughter. Attempting to entertain the child while her mother was being Blo'n Out I spun the daughter in her chair, let her chase me around the salon and finally let her sit at my desk drawing. Calvin asked client X if she had any children, her response: "Not like that!" What the hell does that mean?!? After her straight hair with volume Blo/Out was completed, client X asked Calvin to add curls. After adding curls, client X grabbed a brush and began brushing her hair out. When she finally got to the front desk to pay, her hair did not look like any of our offered styles or anything I would ever recommend to any client. During my customer service interrogation she kept shaking her head and repeating "Horrible", at one point nodding toward the child that was quietly sitting in the corner and repeated "Horrible!". After offering to have her hair re-done by a different Blolita waiving the price and offering the next one on me, she refused them all and stormed out only to send me an email later complaining that I did not follow up with her regarding her unhappiness.
Complaint number two comes from client Z. A young lady with a whole bunch of hair that looked awesome when she walked out of here! Her hair was long, full and upon walking out she had loose sexy curls. However, during her Blo/Out client Z interrogated her Blolita asking how much he makes, how many people come in, why he doesn't get paid more and how can he be happy with the whole ordeal. I am proud to say our Blolitas love working with us, we offer a career not a job. Ever hear of a hair stylists with health benefits, paid vacation, 401K plan, guess what? We have!
During that same Blo/Out client Z was criticizing the other stylists currently working on their clients and making faces at the other clients hinting that their hair was not being styled well. WTF? At one point she loudly asked her Blolita if another clients Blolita has ever done hair before. Wow!
I didn't think anything of it because I thought her hair looked great when she walked out and she didnt say a word to me when I inquired about her happiness with the Blo/Out. However, a few days later I was made aware of a social media post client Z made stating that Blo/Out hires unlicensed stylists off the streets and that the place is horrible and she would never come back nor recommend anyone to go.
So... first of all every single stylist working at Blo/Out is licensed (even though we do not require it!) and has over 3 years of hair styling experience. Our place being horrible? Really? Designed by A&R Designs of New York, the Blo/Out location is nothing short of beautiful. Happiness is a very relative term, and I'm OK with that.
The two complaints above are not meant to expose or insult client X and client Z. This post is about me staying true to my mantra of complete translucency, honesty and bluntness. I love criticism, given that it's constructive. Hating for the purpose of hating is just a waste of emotions that could be spent loving, laughing or being happy!
I ask everyone reading this to be honest with me when you're a Blo/Out client. I'm not giving out free Blo/Outs to everyone, but I will make sure we fix any major issues if they ever arise.