Robert Greenstreet /The Studio
We love getting calls when we have open spaces in our schedule! However, more often than not, the call goes something like this:
Caller: “Hi, my name is Susie Jones, and I need a color and a cut today or tomorrow. My niece is graduating in two days, and I don’t want to show up with roots, you know what I mean?”
Guest Services: “Well ma’am, we don’t have time for both a color and cut either today or tomorrow. Would you like us to give you a call if something opens?”
Caller: “Sure, but isn’t there any way you can squeeze me in?”
This conversation is played out often at the front desk, usually ending with a disappointed guest because our availability is either limited or nonexistent. We understand your frustration, and would like to give you some insight as to why we are hesitant to “squeeze someone in.”
This is what our schedule looks like on a fairly typical day:
Here is a short breakdown of what the colors mean:
- Red means a new guest who hasn’t requested a particular stylist
- Orange means a new guest who has requested a stylist
- Purple means a returning guest who either hasn’t requested a stylist, or wasn’t able to schedule with their preferred stylist
- Green means returning guests who likely scheduled their appointment at checkout or with plenty of notice and requested a stylist
- Yellow means guests who have set up “Standing” appointments every X number of weeks for several months with their preferred stylist
The white spaces are open blocks of time. “Can’t you fit me in one of those?” you may ask. The truth is that any color services require at least one-and-a-half hours of open time, and even for “just a trim,” a wet or dry cut requires thirty to forty-five minutes. If an appointment must be before or after a certain time, this adds another degree of difficulty.
Another consideration is accounting for time delays, whether because a guest arrived late, a stylist has fallen behind, an unexpected service was added to an appointment, or a myriad of other reasons. This is why we make a point of scheduling catch-up times for stylists. The Guest Care team is responsible for this delicate dance between filling schedules, but not overwhelming stylists. The last thing we want to do is create a situation where either you, your stylist, or both, are stressed out and rushing to complete services.
The biggest reason we think so hard about squeezing someone in is that we want to make sure that we can deliver our best to guests. If services are rushed, the possibility coming away with less-than-stellar results is introduced, which benefits no one. We would rather ensure a quality experience–even if it means a wait for a guest. Our primary concern is to create the best experience for you, so we do our best not to compromise the level of service that you have come to expect for the sake of expediency. All the same, cancellations and open times do occur the day of, so please don’t hesitate to give us a call! There’s no harm in asking, right? We also have a waiting list, and the Guest Care team is waiting to hear from you at (601) 268-1162.