06/22/09

Drop the attitude. Pick up the service

by Texus

This is a letter I just wrote to Michael Portman and Jayson Rapaport - owners of Bird's:

First, lemme say I'm glad Bird's opened up the Lamar location. Your people do a damn site better job than chain barbershops such as Supercuts ever will, and you're a refreshing twist on old school haircutting, especially for men. Bravo.

Today I called the Lamar store asked how backed up they were. They said the wait was about an hour. I said fine, can you write me in, and they did. I showed up on time and waited another 40 minutes. On leaving I spoke with the person running the desk, and suggested, politely and without rancor, that when they see anyone waiting will be subject to a wait greater than a half hour or so they might consider approaching that person and advising them that it will be a significantly longer wait before Bird's can cut his/her hair.

This suggestion is based on the supposition that the customer's time is valuable, and that courtesy to the people who support your business is a classier move than screwing them out of their time and then taking their money.

The person I spoke to listened, and responded to the effect that sometimes things are a little hard to predict.

I would suggest to you that this is not the best response. A better response would be along the lines of We're sorry. We realize you were penciled in for approximately 40 minutes before you actually got your haircut, and we apologize for the delay. We appreciate your business and we know your time is important to you.

Tell me something. If you called up your own establishment and they told you it was busy but they'd be able to get to you in an hour, and you showed up as agreed and then waited forty more minutes, and then when you mentioned this was a problem and politely offered a solution to it and the staffer didn't even as much as apologize for the inconvenience, would you return to your own business again? No? Too big a bite out of your day for a haircut? A little too much attitude? If you, the owner or manager wouldn't, why should I?

Is arrogance part of your business plan? Man. Did you achieve whatever success you have by letting people steal your time like that?

Please, consider a more customer courteous approach toward scheduling. If you loosely schedule someone and things change, hey, I get it. Things happen. Like the three stylists who walked out, not to return, when I walked in and sat down. This was no mystery to your scheduling staff.

But don't give me a haircut and then give me another one. I only want one (1) haircut.

Thanks for listening.

David Lanham

• Pros: Good haircuts
• Cons: Get an advanced degree while you wait

10/04/08

Hip and trendy - poor business concept

by SoATXgirl

The first time I got my hair cut at Birds I was really excited because I was paired up with Lindsey who is a wonderful stylist. I wanted desperately to get back in with her. The problem- you can't make an appt with a particular stylist so you basically have to stalk them, figure out their work schedule, try to coordinate your schedule with their schedule, and if you plan accordingly you could call an hour ahead and get your name placed on a "waiting list." After much frustration, I was not able to get back in with Lindsey. I ended up with someone other woman. This lady seemed totally distracted. As soon as I got in my car I had one of those, "Oh no, I just had a really bad haircut" moments. I went back to have her fix it but still didn't like the outcome. When I went to another stylist a month or two later she pointed out to me that my hair was a whole 2 inches longer on one side of my head than the other. Nice.

Let's just say that I've chosen to spend $15 extra for peace of mind.

• Pros: Free beer, hipster-esque
• Cons: Hipster-esque, can't make an appointment

09/11/08

I only go for Stacy P.

by courtney8008

I have spent 6 years in Austin getting $65 haircuts at Maximum FX (formerly on the drag, now in SOCO). My hair stylist there never left me disappointed, but she left my wallet emtpy. One day, I decided to try Stacy, since she was a friend of a friend. I went in with my fingers crossed, hoping and praying the entire time that I was not going to regret this decision for the next 5 weeks. Bird's was pretty new at the time and I was absolutely certain that no one could even come close to my top dollar salon. I was so wrong. I have not been back to the other salon since. I won't go to anyone but Stacy and every time I leave her chair and walk out the door, I feel ready to take on the world. I always get complimented on my hair. Stacy is a genius, a real artist, and should get paid more for what she does.

• Pros: evening appts.