It takes about eight hours to braid my hair but it’s worth it. Braids are low maintenance so I can spend less time worrying about my hair—until it’s time to braid it again. I found a salon that could do it in five.
“I’d like an early morning appointment,” I requested.
“In the mornings I have to answer the phone and deal with customers in the store. I would have to keep stopping and it would take much longer; afternoons are better.”
It was morning when I called. So I agreed to an afternoon appointment.
The afternoon of my appointment I sat, book in hand, while the salon owner braided my hair – among other things. Though she had another stylist, the owner stopped fifteen minutes into my appointment to cut her “favorite client’s” hair.
The cut lasted about ten minutes.
“Sorry about that,” she said as if it had been an unavoidable interruption, “he’s a regular.”
Would I become a regular? I doubt it.
In the hours she spent on my hair she stopped to answer the phone each time it rang, to help multiple clients, to tend to her children and to eat. While I was out in just over five hours, I don’t know that my blood pressure can afford for me to go back.
This small business needs help. They need additional staff.
While it costs time and money to find, hire, and train new employees, can your business afford not to? Sacrificing the customer experience to save money may only end up hurting you in the long run.
Are you hiring? Should you be?