As I got my hair done last week, while the stylist was doing my hair, I realised that black hair salons are probably not where the money is in the black hair care industry. Providing the products makes cash but the service? Not so much.
Yes, I have not done a survey or empirical research but I will go by my gut instinct of the many years of going to salons in Europe & Africa to get my hair done. When I went last week, here are a few of the conclusions I came up with:
1. No cross-selling: It’s clear I need to get my brows plucked. I was feeling stressed at the salon because of how the stylist pissed me off but she did not cross-sell any of the salons other products such as eyebrow waxing. Cross-selling is important, isn’t it? I am no business guru at all but I do like thinking about ideas, and the fact she did not cross-sell is not going.
2. Limited selling of products: It might seem odd to sell products in a hair salon that provides the service for those products, but then why should I trek across town to buy hair extensions? Surely if the salon sold a wide range of extensions, then customers could purchase from them and are therefore more likely to remember them when they want to put those extensions to use.
3. Terrible customer service: You should have seen the look on the stylist who was doing my hair. She looked so fucked off and angry when I told her I wanted twists. ”It won’t suit your hair because your hair is not straight”, she says, which is clearly code for your hair is not relaxed. The only reason I went to that salon is because the owner is absolutely lovely. I’m going to pull her aside and explain at some point that actually her stylist’s sense of customer service is pathetic.
What are the reasons that you think black hair salons can improve on? Tell us in the comments.