So how do you view good customer engagement?

This all started from a small conversation in the office between myself and Jake. The simple pleasure of a decent haircut. A really interesting dialogue then commenced.

So the small talk in the chair is nice but very generational. It appears the older you are more you appreciate a bit of conversation. The younger you are the zen opportunity to zone out is appreciated.

Traditional British or Turkish / Asian barbers? Interesting point the latter certainly seems to have the experience edge, with the small added extras. Such as head massages, the neck guard tissue to prevent unwanted hair down your shirt, the spritz spray leaving you fresh, eyebrows were seen to.

It appears the holistic experience is what overrides the basic need for a haircut. So what can we all learn?
The extras matter. If it is a small add the actual incurred cost is marginal.
The personal experience is king. Whether it is the conversation or the zen zone. It all matters.
To some degree price points can be a decider, however, people will pay for the right experience.
For some people, branding and status matter. Pedigree and experience will be a significant decider for some. But ultimately every individual has a different perspective on their expectations, so why do we all try and use one size fits all, the skill is in tailoring the experience to meet the needs of the customer.

We’ve long advocated about being real and striving to deliver the right experience. It’s really hard when customers give you one-liner emails and expect the world, equally relationships are king, very similar to the barber, knowing to understand and ensuring the right points are hit time after time.