By Alyssa Guerra
Luxury customer experiences and services go above and beyond to make every customer feel seen and valued. It’s about tailoring the little details other barbershops ignore, from the atmosphere to your services to your communication. The goal is to craft a seamless, memorable journey that forges deep connections and conveys your values every step of the way, said Paul Andre de Vera of BSPK.
Luckily, you don’t have to reinvent the wheel to offer high-end customer service and exceed customers’ expectations. You don’t have to break the bank, either. Here’s how you can deliver premium customer experiences at any barbershop, on any budget.
1. First Impressions
When designing a luxury customer experience, consider the details your clients will notice first. For example:
- Are they offered a snack, beverage, warm greeting, or reading material when they arrive? Or are they ignored?
- Does someone answer the phone or call back right away? Or are they left waiting for days?
- Can they book online without headaches? Or do they give up halfway through due to a buggy website?
- Is your space clean, decorated, and nice smelling? Or is there dust and a foul odor?
Examples:
- Use signature scents, comfy seating, music, lighting, temperature, and cleanliness to craft an intentional ambience, Harper Ellis Hair Co. (HEHC) says. This could be as simple as adjusting the lights, keeping the space spotless, or making ad-free music playlists on your phone.
- Ask family and friends to walk through the door and note their impressions. How does the space make them feel? Is it what you had in mind? Repeat from time to time and use their feedback to adjust accordingly.
Listen, smile, and engage when customers are present. Body language says a lot!
2. Personalization and Exclusivity
The difference between luxury and run-of-the-mill experiences lies in how valuable you can make a customer feel. Personalize their experiences so your clients never feel like “just another customer” again, HEHC says.
Examples:
- Note customers’ preferences, personal details, and purchases so you can tailor your product or treatment recommendations based on their needs.
- Seek opportunities for exclusivity. Can you offer services that are new or hard to find elsewhere? Can loyal customers get extra perks?
- Consider handwritten thank-you notes, birthday cards, and other personal touches that show each client your appreciation.
- Use the customer’s name when speaking to them. “Hey, Brian! Welcome in” sounds friendlier than “Hey. Welcome in.”
- Provide free options that allow customers to tailor their luxury customer experience. For example, consider asking if they’re OK with chitchat or if they want silence. Offer conveniences like a blanket, refreshments, and warm or cold towels.
3. White Glove, End-to-End Experiences
If you really want your barbering services to stand out, look for avenues to improve efficiency and remove hiccups from the customer’s journey. You’ll not only make it easier to book appointments, but also elevate the experience in little (but noticeable) ways.
Examples:
- Seek opportunities to make processes more efficient and convenient, like with 24/7 online booking, a frequently tested website, digital consultation forms, and automated reminders.
- Routine training helps ensure that “exceptional service becomes second nature,” Ken Thomas wrote for Forbes. Hire and train your barbershop employees to represent your values consistently, whether it’s through body language or problem-solving during conflicts.
4. Expertise
You can’t achieve excellence without expertise.
After all, customers—high-end consumers and otherwise—are coming to you as an industry expert. If you have the skills and answers they’re looking for, they’ll quickly learn to trust you. Once a customer knows they’re in safe hands, even the simplest services feel extraordinary.
Examples:
- Research top products, tools, or trends so you can use them, stock them, and answer questions about them.
- Push yourself to pursue continuous training. Use it to fine-tune your barbering skills and offer more advanced techniques or services.
- Showcase your awards, certifications, and reviews where current and prospective customers can see them.
Premium insurance shouldn’t require luxury prices, either.
When it comes to luxury services and high-end customer experiences, our team at WellnessPro believes value doesn’t have to be expensive.
Barbers, visit the WellnessPro website and start your coverage journey for as little as $159 a year.