Hair Cell-On

Today I stopped into a salon in Bangkok (did I mention I'm in Bangkok? Yes, I'm in Bangkok) where I saw something that I don't see that often in the States (though admittedly, I'm operating with a small sample size in terms of salons). A stylist had finished up one fellow's hair and was giving him a neck-and-shoulder massage, which is a great custom here in Thailand that I wish American salons would start up. Anyway, at one point the stylist's cell phone rang. I thought it was odd he didn't have it switched off, or at least set to vibrate, whle working with a client. I was even more surprised when he answered it. And I was even MORE surprised when he continued the massage with one hand. Though I imagine the client -- another westerner -- might have been even more surprised than I.

"An isolated incident," I thought, until I later heard another phone go off somewhere in the salon and a muffled conversation get started. And then it happened to me, though my stylist had the courtesy (?) to step away and keep the call brief.

This suggested a couple lessons to me, one more appropriate for hair salons but also one of a more general nature.

In terms of the salon, or really, ANY environment where your Creatives are working directly with customers, cell phones need to be a no-no. If they're with a customer their focus needs to be on that customer. Unless you're waiting for a call that's going to affect your relationship with that client, that phone needs to be silent and be ignored. Clients who engage your Creatives want to know they can focus, and also want to know they have the Creative's full attention on their work. Answering the phone in the middle of a client's styling session makes that client feel they aren't getting their money's worth and you're liable to lose their repeat business. And of course, if that stylist isn't concentrating on work, they're liable to do a bad job as well. The bottom line, regardless of which creative profession you're talking about, is FOCUS.

In a broader sense, this suggests something about Creatives in general. We often let Creatives have a bit more freedom in the workplace so as not to interfere with their muse or upset their aura or what have you. That's all well and good when it positively affects their ability to do their job. But when it detracts from their work, when it interferes with a client-Creative relationship, or when it's just downright rude, then don't feel you have to give in on everything. This blog often suggests doing things to support your Creatives' working environment, but you as a leader need to know where to draw the line.

The Bangkok example might not seem relevant to many people. They don't really work for tips here the same way as the US encourages, so the stylists' motivation may be a bit different, and the need for a good environment for the clients may not seem as important. But one thing I've noticed about this salon, which I have visited probably 6 times in the last 3 years: the number of clients seems to be getting smaller each time, as does the number of employees. Yes, I know, correlation does not equal causality, but I have to wonder if getting rid of the cell phones might help a bit.

So, cell phones off, and encourage your Creatives to give clients -- and every aspect of their job -- their full attention.

And for the record, as I sit here at a Bangkok coffee house typing this entry, I'm feeling a VERY strong "Carrie Bradshaw" moment. But you can't sue someone for simply experiencing a sensation, can you? Hope not.