Salon Take Over is an awesome show for all business owners. It's funny, interesting, and sometimes unreal - an excellent small business strategy show. Tabitha takes over a hair salon to uncover the operational mess and provides solutions to revolutionize the way they do business.
Tabitha helps owners discover their personal faults, then she works on the technicians and the salon itself. The hardest part is allowing a stranger to come in and take over, the owner loses all power - as an Independent Broker I relate to that. There is usually a struggle, some more so than others, but in the end, most find her ideas incredibly better than theirs. Most keep or expand her ideas. My favorite part is the 6 month follow-up that showcases the growth of the owner's insight and the success they achieve by continuing the ideas.
I was due for a salon visit so I scheduled an appointment for 3:00pm yesterday. I arrived at 3pm, on-time, just to find my chair filled with a new guest, just getting started. Juana said, "Give me 5 minutes" - cool, no biggie. I ran next door to buy a snack. When I came back there was another person in my chair. HUH!?!?! She said, "I'm sorry, I just need to cut his hair it will only take 10 minutes." I replied "I'm so terribly sorry but I have a five o'clock appointment so I don't have time to waste." She apologized to him that I couldn't wait and unseated the man. She did my color. She rinsed out another lady's color. She cut the man's hair. Then she cut and styled the first lady's hair. Finally, she proceeded to me when my timer buzzed. There was the usual chit-chat but intermittently she commented, "It was only going to take 10 minutes" - twice! At least 3-4 times "You have so much hair" - I always hate it when a stylist says that because it's a "duh" statement and its a complaint. I know its more work and I pay for it - there is an up charge for an exta box of color and for longer hair. She made me feel like an inconvenience. To make matters worse, it was a horrible cut! I even gave her a photo! She finished at 5:14pm. I had to re-schedule my phone appointment while I was in the middle of the cut. I paid and left, I wasn't in the mood for a battle but was terribly upset.
I came home and even my 15 year old son commented on it - "Mom, what happened to your hair?" I thought, that's it! I'm going back to talk to the manager that I want my money back. I don't want them to fix it because I lost their trust even though I've been going there for five years!
I'm expecting resistance so I'll use Tabitha's approach. I'll just ask Juana and the Manager, is this a cut and color worth $120? Would you post my photo on the front of your store as a model? Were you respectful of my time? Did you make me feel special and valuable? You violated my trust. I deserve a refund don't you think?
So, back to my point - Tabitha is a great business strategist and gets right to the source of the problem. She provides outstanding customer service and quality of service. She isn't afraid to face a challenge. I think you should watch her show and evaluate how you run your Brokerage. Do your agents make clients feel #1? Are your agents skilled? Are they presenting the right image for you? Are they trainable? Are they willing to change?
Watch it and tell me what you think!
BRAVO channel. Click to check the schedule.