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
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.