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 franchisee Tony Sorrentino had to say.
TONY SORRENTINO, a Great Clips franchisee since 2011, owns 13 salons in the Tampa-St. Petersburg area.
“For me, delivering a great experience starts with having a cohesive group of people who enjoy working together and who care about each other and the organization. I love hiring smart people, but I will take someone who cares over somebody who’s just smart or has skills.
I also accept that not everybody’s going to be great at everything. My job is to find out what each person is great at—interacting with customers, or excelling at every haircut, or cleaning up the salon, or picking up shifts—and then use that talent to make our business better. That’s helping each person be great in their own way.
To make sure we serve customers efficiently, we always want to schedule enough stylists during our busiest times. At the same time, our family-oriented culture values flexibility, so we try to accommodate employees who may have conflicts, especially those related to family obligations. The staff appreciates the consideration, and that benefits our business in the long run.
We also welcome part-time staff, and we often invite former employees to come back to do ‘guest spots’ during promotions or holidays. We have great relationships with them, and they bring a lot of value.”
Thank you, Tony! It’s clear your commitment to a customer- and team-focused culture has helped your Great Clips salons grow and become the brand-of-choice for your customers.
Beth Nilssen
Director of Franchise Development | Great Clips, Inc.
800-947-1143 | [email protected]
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.