Back in June, I did a post about customer service and yesterday I was reminded of just how important it truly is. When you start working with a representative from a company it can be tough to continue the relationship if your contact is on vacation, out of the office for an extended period of time or leaves the company. When considering a hair replacement solution, it is a very personal topic and many times, the clients I consult with become comfortable speaking with me and only me about their hair loss. So what happens now as I am currently out of the office for an extended period of time?
Vicki, the salon’s General Manager has taken over my role! Before my leave began, she was integrated into my daily communications with our current hair restoration clients and potential clients considering a hair loss solution. She was given access to all my notes and was able to step in and pick up right where I left off.
Now you may be saying to yourself, “well isn’t that what should happen in someone’s absence?” and your absolutely right, it is, however, in some businesses, especially larger companies, that’s not always the case. I was communicating with a large company on a customer service matter for quite some time. Yesterday, I called the person I had been speaking with to find out they were on vacation. From there, I was bounced around from representative to representative trying to find someone who could help me while my contact was out. No one had any information on my situation. As a consumer, it was very frustrating and what had been a positive customer service experience quickly turned in to a not so positive one.
So this interaction caused me to reflect on Santangelo’s and made me appreciate the fact that we do things differently. Our customers are always at the top of our mind and we make sure that our hair restoration clients are well taken care of regardless of who is in the office! We know hair loss is a sensitive subject for most men and women dealing with it and customer service is key in easing someone’s anxiety about pursuing a hair replacement solution…and that’s the Santangelo’s difference!
As I mentioned in our last post, Reallusions, a line of premiere female hair loss solutions available only at Santangelo’s in Western New York, was featured in a recent episode of The Balancing Act, a new show on Lifetime Network. In case you missed it, here is a link to our segment.
The segment couldn’t have come out better! It chronicles four women, all with different needs, going through the consultation process with Transitions Representative and Hair Replacement Specialist, Darlene. Two of the four women did not need hair loss solutions for typical female hair loss. One was suffering from over processed hair and Darlene recommended Laser Hair Therapy as a means of repairing her hair and returning it to it’s original state. The second woman had very thick hair and Darlene recommended a smoothing treatment while adding a few hair extensions to fill out some areas she had concerns with.
The last two women suffered from more traditional forms of hair loss. They had circumstances similar to many of the women I see in Santangelo’s consultation office. These ladies were looking for a solution that would hide top of the head female hair loss. In both cases, Darlene spoke with the women about their options and made recommendations to find the right solutions for them.
If you are considering a hair loss solution or have concerns about your hair, even if it’s not hair loss related, watch this segment! The Reallusions line may have a solution to help. Be sure to tune in to The Balancing Act on August 13 when you’ll be able to see the “big reveal” and watch how everything that is discussed in the consultation process comes to life.
Questions about something from the segment? Leave them here or schedule a free consultation for more details.
Reallusions on The Balancing Act
Reallusions, the hair system line offered exclusively at Santangelo’s in Western New York, is going to be featured on The Balancing Act, a new show airing on Lifetime Television. The Balacing Act features 4 women dealing with life’s trials and tribulations and some are facing hair loss. The show chronicles them going through the consultation process, determining which hair loss solution is right for them and then the grand finale will feature their reveal!
If you’ve been considering a non-surgical hair replacement option such as Reallusions, ,but you’ve been nervous or scared to take the leap, this show will be a great opportunity for you to see first hand what you can expect as you go through the process.
The Balancing Act airs every morning at 7:00 a.m. on Lifetime Television. On Monday, July 30th, be sure to tune in as this is the interview and consultation segment that features the ladies beginning the hair replacement process. Then mark your calendar again for the big reveal on Monday, August 13th.
I’d love to hear from you about the show, so please feel free to call me at 716.681.7120 or email me at email@example.com with your feedback! – Jennifer Calero
In the mean time, take a look at our photo gallery and get an idea of what Reallusions can do for you!
As with any major purchase in life, the clients that I meet with often do their “homework” before coming to see me. They almost always do research online and sometimes, they get consultations from other hair replacement companies. I often get asked the question, “what makes Santangelo’s different from Hair Replacement Company X?” so I thought our blog would be a good place to answer that question!
There are several things that make Santangelo’s different, the first and most important, is our comittment to customer service. We aren’t a huge corporation that has written procedures for handling customer concerns. We work with our clients on a case by case basis to insure that they get a solution that fits THEM and THEIR NEEDS, not just follows a policy.
Second is our staff and the way our company is structured. Our staff is second to none. They like what they do and it shows. We provide regular training to keep them up to date on the latest trends in the industry and we encourage them to grow as professionals by learning new techniques and services. As a result, we have low turnover rates so we won’t be seeing someone new every time you come in. One of our Technicians has been with us for over 15 years! That is unheard of in this industry!
Given that our company is locally owned and operated, our owner has some skin in the game. He wants to make sure we are all doing what we can to keep Santangelo’s reputation positive in the community and to retain every client that we work with. To do this, he hired a General Manager to oversee the non-surgical side of hair replacement as well as our salon and spa and then there is also myself, the Hair Replacement Consultant, that walks you through the process of choosing a solution. By having two people specifically devoted to these functions, we are able to insure that a certain level of quality is maintained.
If you choose a hair transplant surgery with us, you’ll really see a difference! Unlike our competitors, we bring the Doctor to the patient. A Consultant is with you throughout the entire process, including the day of the procedure. You get the Consultant AND the Doctor’s cell phone number to leave with in case you have any questions or concerns after hours, which again, is practically unheard of! When you do a surgical hair transplant with Santangelo’s and Dr. Agnesi, you truly get personalized care and a personalized hair loss solution.
There you have it, the Santangelo’s difference spelled out in black and white. Non-surgical and surgical hair restoration are competitive industries. In order to survive, you have to be a step above your competitors and at Santangelo’s we do that by providing exceptional customer care!
In the last month, I’ve had several clients who have decided it’s time to pursue a hair loss solution after talking with them about their options for over a year! So why now? What changed? What made them decide it was time?
Sometimes the client thinks “it’s not that bad” and they put it off until they see a picture of themselves or they look in the mirror one day and realize their hair loss is progressing. Sometimes it’s financial, clients have to wait until they can afford the hair loss solution they want. Other times it’s just plain fear, they are nervous to commit to a change and/or they are also afraid of what others may say.
Regardless of what is holding you back, I always advise clients to do what is going to make them happy when they look in the mirror. If you look in the mirror and your hair looks great, then chances are we will never meet but if you notice your hair is changing, maybe thinning a bit and you make the effort to come in and have a free consultation, you are concerned about what the future holds for you hair. If you weren’t you wouldn’t invest the time in learning your options.
It’s ok if you’re not ready to act immediately. It’s good to do your homework and learn about your different options. It’s also fine to take some time to prepare for the comittment whether it be financially, mentally, socially or all of the above.
Regardless of what is holding YOU back, always remember that deciding what to do about your hair is a BIG decision, but doing nothing at all is an even bigger decision. You are making the decision to leave your appearance as it is. Although doing nothing about your hair loss might seem like the easiest option, quite the opposite is true. How you see yourself in the mirror will be with you continually.
For almost two years, this client has faithfully attended Laser Hair Therapy visits and taken every recommendation we’ve made to him. The outcome…more hair! When this client first came in for his consultation, he was wearing his hair very short, almost completely buzzed because it was thin and there was nothing else he could do with it plus the thinning was more noticeable when it was long.
He started out doing a one year Laser program in the salon, then after his first year, he purchased an iGrow unit and began using it at home in conjunction with the dhtSensor products. At about 18 months of total use, he also started taking Finastiride prescribed to him by our Surgical Hair Restoration Expert, Dr. Agnesi. The photos on the bottom right represent his progress between 18 and 21 months of use.
Restoring your own natural hair is possible, you just have to be patient and remain consistent with your treatments. What’s next for this client? He’s going to continue using the iGrow laser and the dhtSensor products indefinitely. He also plans to continue taking Finastiride. If he can’t restore a full head of hair using these methods, he has considered doing a small hair transplant to complete his transformation. Because of the progress he’s achieved with the laser, if he does decide to do a hair transplant, the procedure will be much smaller and much less expensive. Patience paid off for this client!
When I begin a hair loss consultation, I always start by asking the client to give me some information about what they have noticed with their hair and I try to learn more about what may be causing their hair loss. When we start to talk about what may be causing their hair loss I always ask clients if they have seen a Doctor. With the explosion of the Internet and the resources it has to offer, I find it becoming more and more common for consumers to turn to the Internet to self diagnose their problem.
The Internet can be a very valuable tool for researching and educating yourself but it shouldn’t be your primary resource for establishing a diagnosis. Hair loss can be caused by a number of things so it is important that if you start to notice your hair thinning, you should mention it to your Doctor so he/she can make sure there are no other health related factors that are causing your hair to come out.
When it comes to hair loss solutions, like a surgical hair transplant, Laser Hair Therapy or other non-surgical hair replacement options, consumers are also taking more time to research their options online before committing to a treatment plan. It is great to work with a knowledgable client, they are usually my easiest consultations because they have an idea of what they want before they even walk through the door.
On the other hand, they can also be my most challenging. When a client reads something online about a hair loss solution that makes them nervous or “turns them off” to a particular option, they are limiting what we can do to help them. It’s important to keep in mind that many things you read in blogs or on social media sites are typically people’s opinions or perceptions. Someone else’s perception or experience may be totally different from what you’d experience. To find a solution that best meets YOUR individual needs, approach hair loss solutions with an open mind because what you read online may lead to the perfect solution or turn you away from one that could change your life!