| The Secret to Delivering a Warm and Welcoming Customer Experience | |
The shadows seemed to be pointing to a barbershop pole. My eyes lit up as I brought my camera up to my left eye and focused on the pole. You just don’t see many barbershop poles these days. I began taking photos of the pole and then through the windows into the shop. The “Sorry, we’re closed” sign was hung, but to my surprise a man with a broom filled my camera frame! He startled me and I was suddenly embarrassed to be caught snooping through his shop with my camera. I saw cut hair in a pile near the back. I was sure the man was going to come out and tell me to scramble away from his shop. Instead, he opened the door, smiled and said, “Why don’t you come in? You’ll get much better pictures from inside.” I nearly leapt off the sidewalk! His name is Mr. Sanders and he is the owner of the shop. He told me his family has run this barbershop for more than 60 years. Mr. Sanders took the time to give me a tour of the vintage shop. As we talked about the furniture, fixtures, antique cash register and his years of service with the US Navy, my camera shutter fluttered. My daughter and I stayed a good little while, and then I realized Mr. Sanders must have someplace to be this beautiful Saturday afternoon. I thanked Mr. Sanders and we said goodbye. When I walked into Sanders Barbershop, I felt like an old friend was welcoming me. He smiled as we talked and I felt good, excited and at ease. He was open with me. My many questions, my large lens and my moving about his place of business didn’t make him impatient. He seemed glad I was there. I imagine Mr. Sanders treats all of his customers with the same warmth, openness and patience that he showed my daughter and I. Perhaps this is his secret to being in business for more than 60 years. Perhaps this is the secret to delivering a warm and welcoming customer experience.
A few weeks ago my daughter and I took a photography walk downtown. We saw many interesting sites, many familiar, but some new finds as well. Just as we were heading back to our car, I spotted Commercial Street. I couldn’t recall ever walking down this particular street, so we turned onto Commercial Street and continued to walk, the sun setting at our backs and deep shadows marking our path.