So the other day I received an email from a new client that made me realize a blog posting was in my near future. This lovely client had called to make an appointment, and after her appointment was set she sent me an email. The gist of the email was: She had looked at out website and perused our staff bios, and was gravitating toward a few of the ladies that she read about. Her question to me was: would it offend anyone if she called and asked who her appointment was scheduled with, and then maybe moved it to one of the Estheticians that she read about? My answer to her: Absolutely NOT! Of COURSE you can pick who you want to see!
Sometimes I forget that the women and the men of the world are so polite. Maybe it’s just me, but I feel like if I am spending my hard earned greenbacks on a service, I should be able to get the service pretty much exactly how I want it. Isn’t that our right as consumers? Well, it certainly is that way at Urban Waxx. When I hire a new employee, we always have a discussion about how all of the clients at Urban Waxx are free to see whomever they choose. There is no such thing as “my client” or “your client.” Our job at Urban Waxx, and that means everyone from me, to the front desk staff, to the Estheticians, is to serve the client. So that means we would never expect a client to rearrange their schedule to accommodate us. On the contrary, we want to be as available as possible to each client so that they can always get the service that they want, when they want. You dig?
Let me elaborate: I worked at a spa where there was quite a bit of competition amongst the staff when it came to client retention. I once saw a massage therapist stop in our full waiting area and say to a client waiting for a service: “Hey there! Are you here to get a massage? With who? Didn’t you know I was working today?” Oh for the love of Pete! Can you imagine how awkward that situation would be! It was awful. Not to mention that fact that when should a paying client feel like they are required to see the same person over and over again? Where is that in the contract?
We have quite a different philosophy at Urban Waxx. Of course we have clients that have their favorite waxer and ONLY want to see that person forever. We love that, too. And we want our clients to feel connected to us. That connection is what makes us so special (in my opinion). But we also have many, many clients who could give a fig who they see for a wax. They just want to get in at a certain time and get it done. We love that too! To me, that says that we are all doing a great job and offering a consistently great service. I think it’s fabulous when a longtime client calls to make an appointment and says: “I don’t care who I see. Everyone is great.” Love that!
Waxing is a personal business. We have a lot of ladies that wax at Urban Waxx, and they all have a lot of different interests and things that make them unique and delightful. Most of the time, a client will visit Urban Waxx and have a terrific connection with their waxer. At the end of the appointment they are laughing and smiling and asking each other to be in their wedding parties (ok, mild exaggeration). But if for some reason a client isn’t 100% vibing with their waxer, there is an easy solution: try another waxer! Seriously! That’s one of the reasons that I try to hire a lot of different personality types. It should be easy to find the perfect waxer for every client that walks through our doors. That is one of the reasons that we have our pictures and our staff bios on our website. We want our new clients to be able to see us, know a little bit about us, and recognize us when they walk in. It makes a potentially nerve-wracking situation much less intimidating.
So, in a nutshell, it’s your dime, people. We encourage you to come and see whomever you choose. Do you want to get your brows done only by one particular Esthetician? Great, let’s get you booked with her. Would you rather rotate through every single one of our team? Fabulous! That’s what I do! Whatever the case may be, it’s always important to remember that we are here for you, and to make your experience with us amazing, not the other way around. You are our guest at Urban Waxx, and we always want you to feel welcome and well cared for. Seriously.