A few months ago, I underwent a 5-hour treatment at SVS Salon Prime. This is a new location nestled in the heart of the city, at the 3rd floor of ITH Building, in front of Sutherland.
SVS is a famous Korean salon here in Davao city. They’ve been around for almost a decade, known for high end treatments, stylish haircuts, and authentic Korean salon services. Home to the famous digital perms (BB perm and CC perm), SVS has neatly put themselves at the map for high end salon services.
Upon arriving, I was greeted with a high ceiling room with modern furniture, big mirrors, and a generous splash of daylight. Deeno, the lead stylist (also the owner), took good care of me and my hair, that despite the recent balayage color a few weeks before the perm, he was able to style my hair without damage. In fact, I left the salon with healthier, softer hair, due to their amazing “Hair Surgery” treatment, a must-have for often styled, heated, or treated hair.
During my afternoon trip to this wonderful salon, I learned a few things that we can apply in business.
- Be consistent with the quality of your products and services. If you are offering a product AND a service, the quality should be consistent. SVS positions themselves as high end and you could see they really don’t cut corners and they put value at a pedestal. Everything—from the chairs, to the mirrors, to the customized shelves, the hair dryers—were all the best-in-class. Their service was good too. Deeno gracefully waded through different clients to personally help them and assist in the styling, and to think that afternoon there were two other VIPs in the salon: the Vice Mayor of Davao City (yes) and the daughter of rich chinese tycoon. All of us felt like we were equally served by Deeno and his team. If you position yourself as low-end, you don’t have to overspend on the items, but you have to keep expectations leveled.
- Communication is key – deliver your expertise, as well as proper expectations. Not everyone who goes to your place knows everything about your service. For some industries like wedding planning and high end salon services, most people going there will have their first experience of such a service! Be patient to explain everything to them and to ask how else you can help them understand it or if they’ve fully appreciated the offer. Aside from this, also remember to communicate proper expectations. Deeno told me about how crucial aftercare is and how I should follow it so I can get the best results. He also took time to explain what the CC perm is, which is a trademarked service at SVS (curls that shapes like an inwards C at the edges of your locks).
- Look after the comfort and experience of your client. Most people would think 5 hours is a grueling time to stay in one place, hoisted in a chair, having heat point to your head for 30 minutes or so, washing and rinsing 4 times, but SVS made it easy! They offered me the wifi password, some refreshments, continually asked if I’m okay, and all done with a smile. You are responsible for the comfort of your client and for the ease of transaction, from inquiry to aftersales. Even with the post-treatment care, they continuously communicated with me to check up on my hair. Other salons get dozens of backjobs. SVS makes sure they do it right the first time, everytime.
Look at my hair weeks after the treatment! Still healthy and bouncy. I couldn’t have asked for anything more. Their expertise in hair — style, cut, and treatment — are a notch above many. Aside from that, they also run a great business at taking care of their clients.
Whatever your client buys from you – a product, a service, a membership—they will soon forget about the actual purchase, but they will always remember the experience! So make sure you tighten your sales procedure (make it easy for them to purchase and pay) and then give them a good overall experience. Don’t forget to ask for feedback afterwards too!
These lessons apply to any business owner, and as a 10-year customer service consultant, I’m happy to share them with you here!
Thank you for the wonderful experience, SVS Salon Prime, especially to the lead stylist Deeno Jeong. I recommend this place to everyone who really invests in their hair, and knows the value of healthy, stylish locks. Trust me, they help in giving you awesome confidence and good luck! 🙂
Now, let me eat my ice cream (and show you another shot of my beautiful hair)! 🙂
- Karla S. <3