I’ve been going to the same hair salon for the past 10 years. It is an Aveda salon. Since changing to their hair products many years ago I have only deviated once to try the doTERRA shampoo and conditioner, which I recently wrote about in a prior post. It was an very nice experience having my hair done here. I felt special and pampered even for just a couple hours.
At my last visit the only hairdresser I see there told me quietly she is leaving for another salon.
My heart sank, but I understood.
There have been several things I’ve noticed at the salon over the past few months that made me less than happy to be paying what I was for services in what should be the top of the line experience and setting. The special feeling of going there wasn’t so sparkly yet my debit card still showed I was paying for a lot of sparkle.
- For instance the cape I got at my last visit had multiple holes in it and was badly frayed and faded. For what I pay to get my hair done there I think the salon owners could invest in keeping the capes maintained and replaced when needed
- There have been less and less customers in the salon. I have a standing appointment every 6 weeks on a Tuesday evening. Usually the salon is busy but lately it’s been me and my hairdresser closing down the place from a 6 PM appointment
- The reminder texts are obnoxious. Seriously if I expressed one time in response to the first reminder that yes I confirm my appointment I don’t need 5 more texts about it in the course of 2 days before my appointment
- Every time I go in there there is a different chair as they make the hairdressers rotate chairs each month. It’s annoying for them to pack and move each month and a terrible flow for the regular customers who come in wanting the comforts of regular chair
- They didn’t have the shampoo I use on the bar and said I’d have to buy a bottle for them to use it on me. Seriously what?
- If this is an Aveda salon and it’s an Aveda product that was recommended I use and have done so for many years why would I need to buy my own shampoo at their salon for their hairdresser to shampoo my hair? What is this ala carte hair care now? And at what price?
- Most important is how they’ve treated my favorite hairdresser after almost 14 years of service
- She doesn’t earn commission on products I buy even though I’m asked to provide her name when I purchase them
- She isn’t getting a fair cut of the money from my services, less than 40% in fact of the total yet the price of service has increased
- With the change in open hours she no longer gets insurance options due to less hours she’s able to work
- She no longer gets vacation time earned
- Her discount on products was reduced
Who can blame an employee for wanting to leave? What a terrible loss for Aveda.
If it weren’t for my hairdresser I would have went elsewhere a long time ago.
I’ve thought for some time now that with the burned out light bulbs throughout the building, chipped paint, dirty curtains and other ascetics that needed cleaning, touching up and updating that there was misalignment to the prices they were charging as a high-end salon. I however was willing to overlook it due to the service I was receiving and products I enjoy using through my hairdresser believing it was only a matter of time before these things were addressed. They haven’t been fixed though and as a result customer and hair dressers are leaving the salon.
What makes me mad is how they’ve been since she left. I have received several calls trying to reschedule appointments with someone new and less experienced in the Aveda training program, but still wanting to charge me the price I was paying for my hairdresser who was at the top of their program.
This is disappointing and a serious problem with a company I have supported for years.
All of this is to say that while service is important and a lot of companies push high standards onto their employees to deliver that service they often need to look at the message they’re sending to their employees and customers for how they are living up to those same standards.
It was a good reminder to me as I go about my “day job” and develop my apothecary craft and oil side business to eventually and hopefully be a large enterprise for how I want my customers to see me. The service I give them with my face to that service being memorable in a positive way that makes them want to come back. Also about the image of my business I’m setting.
Do I go the extra mile to make sure whether it’s a quilt they’ve purchased or an essential oil? Am I making sure the experience of that sale and service is memorable? Am I giving them the experience in a setting that demonstrates quality, attention to details and caring that matches the service they receive?
I will say with doTERRA, the culture of service to one another has been incredible. The non-competitiveness, support, attention to quality and caring is one I can firmly say I’m proud to represent. Realizing I did just write a post about a service experience gone wrong situation but the difference between that and what I feel about the company is that there was truly an effort to get it right and do right by that customer. There will always be those that believe you can do less in the way of service and relationships but long term those will the ones that don’t succeed.
Interested in more?
If you’re interested in doing things a different way, delivering service beyond expectations and developing relationships that set you apart, consider joining my team. We are always happy to accept those that believe there’s a difference in quality and service experiences that you cannot get anywhere else.
Enroll today as a Wellness Advocate with me. Let’s show everyone how it’s done.