Cutting Remarks

How a simple hair cut became a management lesson…

I have gone to the same place for over a year because they do a great job at styling and everyone is friendly. There is value in the visit.

There is always drama, though. This stylist was my fifth in five visits there…  Each has left, or been fired. I can’t even remember her name (after the last four told me theirs I quit storing names of people who I will probably never see again). It just doesn’t matter.

While in the chair she started spontaneously explaining their new marketing plan.  It is targeted to walk-ins and “first-time” customers exclusively.  They have no plan to retain their existing customers with anything valuable.  She said the business owner (her boss) won’t put any money into marketing techniques or incentives for employees to encourage long-term customers.

What is familiar about this story is that each stylist I have met on previous visits (Rick, Tiffany, Brittany and Sherry) all said the same thing in frustration to other customers.  Is it any wonder no employees have stayed longer than a month?

Okay, her business short-coming is that I don’t need to hear about this.

Just a light trim. Not deep cuts.

I predict that she won’t be there on the next visit. Also they will be closed within the year. When you deal with that much turnover internally and externally…

Looks like I will be shopping for a new cut… sooner than later.  What do you think?

Jim Mathis is an international professional speaker and author of the Best-selling Reinvention Made Easy: Change Your Strategy, Change Your Results. To receive his free monthly e-newsletter with articles like this send a SUBSCRIBE message to: subscribe@jimmathis.com.

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