Susan Wendy Salon goes the extra mile when adjusting to clients needs


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#357 in the Project comes from a comment on the the ‘What’s Your Purple Goldfish’ post authored by Kelly Ketelboeter.

susan wendy salonSusan Schoedel of Susan Wendy Salon in Palatine, IL writes:

“After many experiences with receiving “purple goldfish”, it is so nice to have a forum to share.

I own a small salon, after 20 yrs of doing hair and having a clientele who has given many purple goldfishes to me, I wanted to offer something in return. In this crazy economic time, I have heard the stories of unemployment going on far too long. I noticed that even though many of my clients were affected by downsizing and layoffs, they still came in to get their hair done.

They weren’t coming as often as they used to though. I started calling some of them and asking how I could help. I took their needs into consideration and started researching the best “box colors” they could use at home to get them through. I looked into deep treatments they could use at home as well. also researched non-professional brands of shampoo & conditioner to switch to.

I also started giving discounts to those who didn’t have the “nerve” to attempt coloring at home as well. As a result, my clients started coming in more regularly to get their services taken care of by me!

This has created a loyalty and friendship that has inspired me to keep giving all that I can. It also feels good to know how much people appreciate my hard work and dedication to a business I know means nothing without their input!

Thanks Kelly for bringing this to my attention. You are an inspiring business woman to me.”

Marketing Lagniappe Takeaway: Understand the needs of your customers and proactively adjust accordingly.

Today’s Lagniappe (a little something extra for good measure) – Angelah Johnson hits the nail salon:

Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.

How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth? Are you Giving Little Unexpected Extras?

What’s Your GLUE?

Download the FREE eBook here

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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