Tag Archives: Santangelo Salon

Who’s Helping You?

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!

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Patience Pays Off

Male Client 9 - 21 Months of Laser Hair Therapy Treatments

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.

ImageRestoring 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!

Buyer Beware

Hair loss is a scary thing for people.  They come to us for help and as a Consultant, I always try my best to offer them the product or service that is going to be the right fit for them and get them the end result they are looking for.  For me, it’s not about making a sale.  It’s about helping my client’s solve their hair loss problem.  I also want them leave our studio looking and feeling better than when they walked in. 

I would like to think other hair replacement professionals would do the same but I had a consultation last week with a potential new client that told me otherwise so this post is dedicated to a “buyer beware” message.

My consult, we’ll call him Doug, was a 34-year-old male with standard hair loss.  He had some recessions around his hairline and he was starting to thin out in the front.  The rest of his hair was pretty well intact.   His main objective was to rebuild his hairline and thicken up the front.  My initial thought was that he would be a good candidate for a surgical hair transplant but I began the consultation by asking all my usual questions, including “have you done anything about your hair loss or are you currently using anything?”. His answer surprised me!

Doug went on to tell me that several years ago, when he had much less hair loss, he went to one of our local national competitors for help.  They sold him a hair system.  For those that aren’t familiar with what a hair system is, take a look at our website, but in short, a hair system is a good option for a lot of people but mainly someone that has some significant hair loss.  They shaved his head and attached the hair system with a semi-permanent adhesive.   

I couldn’t believe they would take someone so young and with such little hair loss, shave their head and put them in hair system.  If he had come to me, I would have suggested Laser Hair Therapy at that point as a means of preserving the hair he had and thickening up what was starting to thin.  I would have suggested he use some topical products, like dht Sensor, to stabilize the loss as well.  This approach would have allowed him to improve his hair for a while, putting off the committment of wearing a hair system. 

I’ll add, there is nothing “wrong” with what they did.  If a client wanted a hair system or their hair loss required one in order to achieve the client’s desired outcome, their approach would have been fine, however in Doug’s case, there were several solutions on the market that would have been a better fit for him at that time, they just sold him what they offered instead of suggesting other options, even if it meant loosing a sale. 

Not knowing there were other options and trusting those he went to for help, Doug wore the hair system until he realized it wasn’t a good fit for him.  He took it off and went several more years feeling self-conscious of his hair loss before he came to see me.  He’s scheduling a surgical hair transplant in the next few months and I think he’s going to be very happy with his end result.

The moral of the story is, you can’t always trust those you go to for help and that call themselves professionals.  Not every hair loss solution is right for every client.  To avoid the same situation Doug found himself in, you may want to consider using a hair replacement studio that has several options for you to select from.  That way, you get a hair loss solution that fits your needs and your budget!