Customer Retention in The Local Barbershop
January 28, 2010 4 Comments
I am at the age where hair cut means hair “cut”. I do not make an appointments with fancy hair dressers to cut my hair. I just walk through one of the nearby barber shops and trim whatever hair dear to grow at the top of my head. I don’t use gooey gels, vitamin-enriched shampoos or style my hair differently for those special evenings. The local barbers in Kuwait (and neighboring countries) are a good case study for customer satisfaction and customer retention. They are relatively clean and use disinfected utensils. Most of them updated their tools and started using hair driers and special creams for facial treatments which I never used before in these barber shops or plane to use in the future. Entertainment is the newest thing in the local barber shops. Lately, every barbershop you visit would have his TV switched to one of the satellite channels showing a program in his native language (Hindi, Turkish or Bangladeshi). On top of the noise coming from the TV you would hear the barbers loudly talking to each other, using a language you would not understand. When they look at each other and smile I wonder if they are talking about my newly developed bold spot on the back of my head? I think the local barbershop has two main factors helping them retaining customers. First is the convenient location, since they are located in the neighborhood and it would be easy for the customers to just walk in. The other important factor is the low prices they charge for 30 minutes of customized personal services. Sometimes they offer free head and shoulder massage when the business is slow. Other than these factors I don’t think anybody with his right state of mind would set a foot in these shops.