50. Service Excellence at Gallery Hair Salon, Bangkok

I didn't think I would be writing about a hair salon and raving about its superior service.

Dam was my hair stylist during this first visit.

  • The welcome was very effervescent and the farewell very genuine too. 💖
  • I was addressed by my name, making it a personalised experience. 💖
  • When I mentioned that my friend was having some light bite right next door, Dam offered to help me order some dishes too. 💖💖💖
  • My water glass was promptly replenished and I never had to request for more. 💖
  • He asked good questions to ascertain my hair styling/care preference. E.g. he asked if I usually tie my hair high up or in a low pony tail/chignon. 💖
  • He was knowledgeable and professional, sharing advice without sounding patronising. For example, he explained the effects of different hair styles for my face shape, hair texture and even for the length of my neck! 💖
  • Dam covered my bag with a protective layer and offered a cushion to rest my hands while I read my novel. 💖💖💖
  • He explained the Italian hair product used, the expected duration and purpose of each step undertaken. He also checked on my comfort to ensure that the colouring product did not cause any itch. 💖💖
  • Even when it was his junior assistant carrying out the task, Dam would first come by to inform what would be done and what was next. I felt I was in good hands.💖
  • Something unique: arm and hand massage were offered while awaiting for the hair colour to set in. Pressure level was also ascertained.💖💖💖
  • After applying the hair colour, there was about a 45-minute wait and Dam came by twice to check on the progress. He used a fresh cotton bud to pry through my hair and commented, "Nice, nice...the colour is coming out well and it's not too dark nor light". Somehow, the simple remark made me feel good and assured. 💖
  • I asked Dam how long he has been working at this salon, and during our pleasant chat, he shared that he had learned hairdressing from his mother as a young boy and now he cuts and perms her hair. When he was a kid, he would ask his mum to cut only one inch of his hair, "but almost every time, she would cut much more. So now I do the same to her!" he said with a chuckle. Sharing this backstory - in appropriate dosage - made this experience even more engaging and special. 💖💖💖


Service Bank: Deposit of 21 x 💖




Reflective thoughts: It is not difficult to deliver excellent service if is not expected or/and when it is not that common amongst your competitors/industry. As stated at the very beginning of this post, service excellence in hair salons is usually not much touted, upheld, or even noticed. But for the likes of luxury hotel industry, where good service is expected by all guests, how do you differentiate yourself? (Hint: look for something that is commonly carried out amongst your competitors and challenge yourself in doing things differently to make a positive difference and garner extra deposits in your Service Bank.)


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