Now that we have taken care of every detail from the customer walking in the door, checking in, and relaxing in the waiting area they will be turning their attention to you the barber. As they sit there in the waiting room they are judging every detail and forming an opinion. Keep in mind you have not interacted with them yet and in some case have not even met them if they are a new customer. So what are they judging you on? They are judging you based on your appearance, your technical ability (if they can see you working on another customer), and your communication skills (both verbal and non-verbal).
The Ultimate Barbershop Customer Service Experience – The Professional Barber
I cannot stress enough the point that we are in the personal grooming business. We are selling appearance. Why would someone want to come to us to make them look better if we are not well groomed? Before we dig a little deeper it is important to understand what personal grooming or being well groomed means. A well groomed appearance encompasses your overall appearance from your shoes to your clothes to your haircut. Your haircut is the most important because we are in the business of selling haircuts. How can you sell a haircut if your hair does not look good? I cannot tell you how many requests I used to get in my first walk-in barbershop because I always had a great haircut. It didn’t even matter to people when I told them that I did not cut my own hair. They still wanted to wait for me. But it goes beyond a good haircut. My father who trained me always told me to look the part. Finally I asked him one day what that meant. He told me you are in the barber profession so you need to look like a professional. This was some of the best advice he could have ever given me and I am excited to pass it on to you. Take pride in your dress and overall appearance. Make it a point to always look your best. This is the quickest way to build a level of faith and confidence in your ability in the eyes of your customer. It doesn’t matter how good you are technically if they do not get in your chair. The majority of their perception of you is formed before you pick up the scissors or clippers.
Stay tuned for the next blogs in this series where I explain in more detail what it means to be a well groomed and professional barber….