(Don’t worry this has nothing to do with Feargal Sharkey, with the exception of the poorly conceived headline)
Being blessed with still having most of my hair, albeit now going grey around the edges, I have to make time to have the ol’ barnet tended to every now and then. This sounds like a pretty simple, everyday task but having been someone who just used to use the clippers at home with a number two, I was struggling to find a decent hairdressers.
I was being dragged around the town centre when I saw a leaflet for a barbers with 15% off a £12.50 haircut. Having no fear of the type of haircut I might receive (I could always go back to clippers… if the wife let me), I bravely stepped forth into the small two-person salon.
I was pleasantly suprised by the results. The haircut was pretty standard to be fair, I’m never going to win the Best Hair Cut On A Normal Member Of The Public Award, but it was a really good job interspersed with conversations about football. I ended up giving a £2.50 tip on the price and not worrying about the discount (which I’m pretty sure is priced this way).
Having been happy visiting for my monthly cut with the bloke who owns the barbers, I made the mistake of going in on a Sunday and got his co-hair-cutter-person. She seemed nice and pleasant enough, she even offered to trim my eyebrows, which I have to be honest was a first, but I quite liked it. I was just glad she didn’t ask to trim my ears as she did the bloke before me! The result was not the same, eyebrows were good, hair was verging on bad.
It was after that experience, that I decided to move on. I decided to treat myself by going to the same posh salon my wife goes to. And the service was what you’d expect, friendly girls chatting (not about football) and I received a nice haircut, it just cost me for the privilege.
Now, there is an obvious moral to this hair-based rambling, and it is only partly to do with football. There are also a few, more subtle mini-revelations which emerged when re-thinking this experience.
Firstly the obvious one, a more expensive haircut didn’t mean a better haircut. The haircuts were the same in quality, there was just a gulf in price.
Secondly, providing a good service is key to a good business. I found both services equally pleasant, but they were both different in their content, each applicable to their environment. Football talk kept me entertained whilst at the barbers but had I had the same conversation in the salon, I think it would have de-valued the experience, cheapening it.
Thirdly, if things go wrong, customers can talk with their feet (not literally, that would be just weird, they will just go elsewhere).
Now I could turn this into, a how great Venture Banners are and that nothing ever goes wrong, but it simply wouldn’t be true. I don’t believe that any long-standing business has never had something go wrong and the with the quantity of orders that we process on a daily basis, sometimes things do go wrong. However, our thoughts are that the measure of a company is not if things go wrong, but how you put them right when they do go wrong.
The haircut experience was probably not a good representation of this as it can be very difficult to correct a bad haircut as the industry is primarily based on taking hair away, whereas we create. Having said that, people can still make snap judgements on a company, based on the service, for new customers this is even more likely. Existing/returning customers may give you another chance… or they may not.
We can actually prove that many of our customers are returning customers. That is not to say that some customers have gone elsewhere, but for the majority when a customer wants another banner they will come back to us because of the service we provide and the prices of our banners. It’s about service from people you trust and we are pleased that our customers trust us.