When "great" is part of your name, delivering a great customer experience isn’t just expected—it’s essential. Great Clips franchisees understand this and ensure their hair salon teams are committed to delivering excellent service to every customer.
We asked several franchisees what delivering a great customer experience means to them as an owner of a walk-in hair salon. Here’s what Great Clips franchisees Kara and Mike O’Rourke had to say.
KARA & MIKE O’ROURKE have been Great Clips franchisees since 2009. The husband-and-wife business partners operate seven salons in the Boston area.
Kara We joined Great Clips years ago because we believed in the values of the company and felt that they were very close to our own. That’s still true today. To us, delivering a great experience means we’re taking care of our staff who take care of our customers, so we can build our salons. We believe there can be a great balance between running a business and having a great relationship with your staff, because they’re the ones who make it happen.
Mike A big factor in delivering a great customer experience is utilizing the tools Great Clips offers to help us deliver the brand. That’s at the center of our goal to excel on every performance measurement for both the team and every individual.
Kara Our salon culture is built around being a good team and being a good teammate. If someone doesn’t follow through on something they’ve committed to do, they’re letting down the team, which ultimately means they’re letting down the customer. When someone is struggling, we tell them, “Let’s work on this together.”
Mike That’s where recognition really helps. When people set goals and reach them, we make a point to recognize them. It can be anything such as public praise or payroll incentives or gift cards. We want them to know we appreciate them and help them see their value to the organization.
Thank you, Mike & Kara! Your dedication to creating a positive work environment for your employees ultimately creates a great experience for your customers. Thanks for helping to make the Great Clips brand even stronger.
If you’d like to know more about being a Great Clips franchisee and how the team at the corporate office would support you as you build a hair salon franchise, give me a call! I’d love to talk with you.