Short-term gains, long-term losses


Hairdressers have never been featured in this blog before so that in itself is a reason to write this. However, the principal motive concerns my partner’s tears and anger caused by one, let’s call him Leo, three weeks ago. Being someone who takes care of her long, curly hair, her last visit to him resulted in such upset it deserves a mention here.

The first point worth considering is why after investing much effort and attention in building up a trusting relationship did he needlessly throw it all away by cutting her hair too much, too badly, and then attempting to convince her of the contrary? This last action probably tipped the balance as woe betide anyone mistaking her calm, respectful nature as a sign of being a soft touch.

Thinking about the judo saying ‘hold tight, release immediately’, my input of “we can’t change what has happened, let’s find a new hairdresser for you” wasn’t perhaps the most sensitive, but it was made from the heart. And I really didn’t want this hairdresser intruding on our life for longer than was necessary once the tears had stopped.

The second point is valid for all service providers, including myself. Shouldn’t we all approach each interaction with clients, even if it’s the hundredth occasion, as a new endeavour? Taking trust, and indeed repeated business, for granted could lead us to become blasé. And rest assured, the client will notice and walk.

That this guy had recently increased his prices is in itself not important. Taken as part of the bigger picture maybe he had gotten greedy, caring more about the short-term gains instead of concentrating on maintaining and expanding his client base over the long-term. Well, he has lost one client, and you can imagine how many friends, family members and acquaintances have heard about the misadventure from my partner.

The third point of this tale relates to the happy ending achieved today. The new hairdresser has done a great job. Passive acceptance is rarely healthy and the proactive stance taken here, in the form of leaving the comfort zone to visit a new hairdresser, has paid off. The grass might not be any greener, but the first act of the client-service provider relationship has started well.

Thanks for reading this today, if you wish to join the conversation please leave a comment.



2 Responses to Reflections

  1. sheena says:

    I wouldn’t mind placing a bet that this guy’s client-base has gone right down! However, if the new guy has done well perhaps there was a method in his madness?

    • bgdtcoaching says:

      Hi Sheena,
      Thanks for the comment. The new guy has done well. It will be interesting to see if the good service continues.

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