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 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!
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!
I hear this question all the time from my potential clients and when they hear my answer, they are often disappointed. Like any other change you make in your life whether it be weight loss, quitting a bad habit or resolving to improve something about yourself, there is no one time solution, it’s on going process that requires regular attention in order to achieve and maintain results.
The same holds true with hair loss solutions. There is no one-time, maintenance free cure for hair loss. Non-surgical hair replacement options, like a hair system, require a client to visit us for regular maintenance. Laser hair therapy, another non-surgical option, requires regular visits for a year and then maintenance visits afterward. Even using products and/or prescription drugs requires a daily time commitment from a client.
Surgical hair transplants are the closest thing to a maintenance free, one time solution that a client can get, however, even with surgery, a client may require maintenance down the road, and it can take up to 18 months before you see the full impact of a surgical hair transplant.
Bottom line, change takes time and commitment, so before you pursue a hair loss solution, ask yourself if you’re ready to commit to change.
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!
I had a new female client that was considering a hair transplant and she wanted to speak to someone who had it done. I called another female client who had transplants about a year ago. I explained the situation and asked if she’d be willing to talk with my new client.
What I heard next made my day…she said “I would be more than happy to talk to anyone, coming to see you was the best thing I ever did, it changed my life.” She went on to tell me how getting a hair transplant has given her her confidence back and she’s enjoying life again.
This client’s testimonial was proof that pursuing a hair loss solution can be life changing and while it may be a big decision and a financial commitment, the freedom to be able to live your life again should make it all worth it!