I’ve been seeing my hair stylist, Andrea Spurdle at Citizen Salon in Oceanside, CA, for almost 3 years. I look forward to getting my hair done because it feels like I’m going to hang out for a few hours with a friend and leave looking much better than when I walked through the door.
Flashback to my first appointment with Andrea: she was randomly assigned to me by the salon. I chose the salon based on its convenient location and positive Yelp reviews. There are always those “first hair stylist appointment” nerves though as I didn’t know if I was going to leave the appointment looking glamorous with a fresh, natural color or with neon orange burnt hair.
Qualtrics says in their Ultimate Guide to Customer Loyalty, “[customer loyalty is] not about an individual product or service – loyalty happens as a result of multiple positive interactions that build up a feeling of trust over time.”
After that first appointment, I knew I was in good hands. I continue to schedule appointments every 8 weeks with Andrea, even as her location moved 20 minutes further away.
I often refer her to friends, one of which is now a regular customer.
Here’s why I have remained loyal to Andrea:
Quality of service
My hair was fried from box dye kits. Andrea has taken the time to nourish my hair back to good health. She uses high quality products that work for my hair. She asks me what I have in mind for my hair, shares pictures and ideas, and makes the magic happen. I leave with no split ends and a vibrant, natural color that lasts. I trust that she will always provide a high quality of service. And, if there is ever anything that I’m unhappy with, I can share that with her to make things right. Here’s a before and after freshen up hair color back in early 2022.
Ease of communication
Making an appointment with Andrea is easy. I can make an appointment in person, text, call or send an Instagram message. She’s very in demand and usually booked out, so I always book in advance. I will receive a text message confirmation of my appointment, as well as reminders closer to the day. It’s also easy to share hair ideas with her. I can bring in my own pictures or just tell her what I have in mind, then she finds inspiration to share. She lets me know what she’s doing with my hair, the type of products used, and gives education around hair health that I can take back with me. If I’m not happy with an idea or product, I can communicate that to her. She listens and considers other options. I also like that she communicates her prices clearly. There are no hidden fees.
Andrea provides a comfortable salon environment. Her current salon located in Oceanside, CA, has easy parking. The salon is bright, cozy and buzzing with energy. They offer tasty drinks, alcoholic and non, during the service. There’s also a place for me to securely hang my purse.
Friendly and personable
She’s also just a wonderful, kind person. She welcomes you in with a genuine smile, strikes up a conversation asking about your life, shares about hers, but there is no pressure to continue talking if you just want a more zen experience. She’s offered up her listening ears to me for stressful situations and to very happy, exciting life events. I’ve gotten to know her husband, pets and family. It feels like catching up with an old friend during every visit.
Ultimately, I trust Andrea and the service she provides. Even if I were to move further away, I’d likely still make time for an appointment with her. If you’re ever in San Diego, you should too!
What’s a brand that you’ve remained loyal to? What are the reasons? Share with me over on Twitter!