Providing a great value is something customers usually appreciate. And in some instances, customers don’t mind paying a bit more for a better overall experience either.
Such was the case for Dennis Green when he visited Fellow Barber for a haircut in New York City. He wrote about his experience for Business Insider:
“Like most guys, I found the idea of spending more than $20 on a haircut to be a bit ridiculous. What could a fancy barber really offer me that would be worth the upcharge?”
But throughout the experience, Green’s original inclination was proven wrong. It started with the company’s app, which lets customers check in before heading to the shop to save a place in line. It continued with the environment of the shop, and was topped off with the haircut itself.
According to Green, he could tell that the barber put a lot of care and detail into the cut. He took his time and thus, it lasted much longer than an average men’s haircut. Every detail was carefully planned to improve the haircut experience, from scented water in the spray bottles to warm shaving cream and hot towels.
Those details made a huge difference in Green’s experience. He wrote:
“When I left the chair, I felt incredibly content. The haircut I usually dread was elevated to a ritual of self-care. In just 30 minutes I felt completely rejuvenated.”
If you don’t own a barbershop, then it probably won’t help you to have scented water and warm shaving cream available to customers. But those small details do represent an important lesson that businesses in a variety of industries can learn.
If you want customers to pay a bit more for your products or services, you need to provide them with an experience that they will really remember in a favorable way. That means you have to put a lot of care into planning every little detail.
Some customers might not even really notice or remember something as small as scented water. But those details can help them remember the overall experience favorably. And if they do, they’ll be more likely to come back and maybe even recommend it to others.
Image: Fellow Barber
Aira Bongco
I am seeing some salons do this. Some of them even go to the extent of asking you to change into kimonos and serving you cold or warm tea while you get a haircut.
Ah, warm tea served! 🙂 I went to hairdresser and got served sparkling wine and an espresso.
Annie Pilon
Yes that sounds awesome!
Camilo
God is in the details! Thanks, great article.