A regular at my shop in Tampa asked me a question that made me think

He was in my chair last month for his usual cut. Halfway through, he looked in the mirror and said, 'Do you ever feel like just a pair of hands to some people?' He told me he sees a different barber when he travels for work, and that guy never remembers his name or what he likes. It stuck with me because I try to learn everyone's story. Do you think building that personal connection is part of the job, or should we just focus on the technical skill?

2 comments

2 Comments

wyatt85125d ago

My buddy runs a small shoe repair place in Cincinnati. A woman came in last week, dropped off her boots, and called him by the wrong name, the name of the old owner who retired ten years ago. He said it felt like she just saw the counter and the tools, not the person. That connection, remembering a face or a story, it turns a service into a relationship. It’s what makes a local shop different from a big chain. The skill gets them in the door, but the personal touch is what keeps them coming back.

lee62725d ago

Oh man, that's so true. I read something a while back about how even just using a customer's name makes a huge difference. It really does build that connection.