The Ripple Effect: How Appreciation Transforms the Barber Experience

Bree and Cassy discuss ways to express appreciation from barber to customer, customer to barber, and barber to barber. 

Transcript

SPEAKER_03 0:04

Welcome back to Philosophy of the Barber.

SPEAKER_00 0:06

Hello, hello.

SPEAKER_03 0:07

Hello, Cassie. So today's topic of discussion. Oh, but before we start, please like, subscribe, find us on whatever platform you love us on. Share with your friends, because nobody finds us if nobody shares us. Anyway, today's topic is appreciation.

SPEAKER_01 0:30

In its many forms.

SPEAKER_03 0:32

Yes. Uh so I suppose we can start with the one we can do from our perspective pretty easily. The secrets of leg. Alright, how do barbers feel appreciated? Mm-mm. How do you feel appreciated?

SPEAKER_01 0:47

Uh the little things. The the little considerations for my time. Like when I'm messaged that someone's running late or get the phone call that someone's running late, I feel like my time is very I feel like I'm myself am appreciated. My time is valued. Being respected. Being respected, yes. And I feel like when I get a referral is a great way to show appreciation to me. Like when I hear that you've sent somebody to me, it's it just it feels good. It feels different.

SPEAKER_03 1:23

I like it's like a warm and fuzzy. Yeah, yeah. Better than flowers. Yeah. Yeah, send me a client. What do you want for your birthday? Clients.

SPEAKER_00 1:34

Yes. A dozen clients, please.

SPEAKER_03 1:37

Well, and that even applies to like um because it is traditional for people to show appreciation by way of tipping in tipping cultures. And that's always how I view tipping to be is a show of appreciation, uh, recognizing your work going above and beyond the expectation. Like, I don't necessarily because we just are not paid the way waitresses or or servers are are paid. So like tipping is not the same for us as it is for them. Like it's a totally different animal here in the States.

SPEAKER_02 2:09

Yeah.

SPEAKER_03 2:09

Seeing that as them showing their appreciation for a job uh that's gone above and beyond the expectation.

SPEAKER_01 2:16

Yeah.

SPEAKER_03 2:16

Like that's the way I view that.

SPEAKER_01 2:18

Yep.

SPEAKER_03 2:19

So I don't necessarily take it as an insult when somebody doesn't tip me.

SPEAKER_01 2:25

Yeah. I was gonna say that's where I I do very much appreciate those that tip based on service and and do that for me. I not that I show less appreciation, but I just seek out my appreciation, I guess, in other ways because not everyone, it's not either in their culture to tip or it's not in their means to tip or whatever the case may be.

SPEAKER_03 2:48

Um well, and we'll take a client over a tip any day. Like a client is uh a referral is far more valuable to us than a tip ever would be. Yes. So it's like, hey, if all you can afford is the price of the service, then that's all you ever have to pay for. Because that's what the price is.

SPEAKER_01 3:03

Yep. If I required a tip, I would include it, I would say it includes gratuity. Like I I a tip is not necessary. It's a a bonus and a perk.

SPEAKER_03 3:12

Yep. And never an expectation. Mm-mm. Never. So yes, I definitely agree that like a client referral. Mm-hmm. Fantastic way to show appreciation. Um I like also detailed things, like tiny things. Because uh as women, we like tiny things. The little things. Yeah, that's really like if you want big impact, we don't really care so much about like big gestures as much as we're like, oh, thanks for bringing me a drink. Yeah. Or thanks for being like, you know, asking if I need to sit down for a minute. Like those things.

SPEAKER_01 3:48

Honestly, the way a client responds to when I'm transitioning from one client to the next and I need to use the restroom, the way my next client responds to me letting them know I'm taking a bathroom break, appreciation. Like if they're just like, oh yeah, take your time, no worries, whatever, I'm just like, yes, thank you. I'm not gonna take long, but thank you for not adding that extra stress, yeah, of like, oh, I'm in a rush, or ugh, rolling your eyes, or whatever the case may be. There could be so many different responses to that naturally if you're in a time crunch or whatever the case may be. So, like being able to show I feel like that shows more of the character of the person.

SPEAKER_03 4:31

Oh, fair if they're having an issue with you taking a pee break. It's like, oh, I'm sorry, is my human bodily function inconveniencing you?

SPEAKER_02 4:42

Fair.

SPEAKER_03 4:43

Like if they're getting testy because of that, there are other issues, of course. Yeah.

SPEAKER_01 4:48

Yeah, fair enough.

SPEAKER_03 4:49

Like, I feel like that's basic human respect. Not to be mistaken for appreciation. That should be an expectation.

SPEAKER_01 4:59

Fair, yeah. Yeah. How else do I feel appreciated by my clients? Oh, not just a review. I love reviews. Don't get me wrong. I'll take a wordless review. But when they're descriptive of their time or like actually of their experience or whatever, I feel like that shows appreciation to what they got to experience here. I'm also a huge like words of affirmation girl just in my everyday life.

SPEAKER_03 5:31

I mean just words and writing.

unknown 5:33

Yeah.

SPEAKER_01 5:34

And so like when you even when you like come back for your next haircut and you tell me little things about it that you liked, that that's where I feel appreciated. I had a um a client just tell me, he's like, God, he's like, you listen so good to what I want versus or what I don't like, and just like hearing those kinds of things, and like you appreciate what is done here, and it makes me feel good.

SPEAKER_03 6:01

I definitely will concur with the words of affirmation. But I mean, I I'm a big fan of feedback, period. It's like tell me what you like, tell me what you don't like. It's like I wanna I wanna get better. Yeah. And you hold the information, give it to me.

SPEAKER_01 6:16

I know. I don't love hearing that I did something wrong with the haircut, but like I need to know. Like, that's not information you keep from me, because I can't correct it and do better if you don't tell me.

SPEAKER_03 6:27

Right. You're keeping secrets that doesn't help me grow. Mm-mm.

SPEAKER_01 6:32

Or help you get a better haircut next time.

SPEAKER_03 6:34

Right. You're not helping you, you're not helping me. Help me help you. Yeah. I like the little things of like the um the expressions, mostly when people come in and it's like a sense of relief as soon as they walk in. They're just like, I'm here. The rest of the day can fall away. Yeah. And it's better because I'm here. That always gives me a nice warm and fuzzy.

SPEAKER_01 6:58

Yeah. The relief and comfort you like see them feel in your space.

SPEAKER_03 7:03

Well, and I think one of the reasons I elicit or the space elicits that response is because how I show appreciation to them as clients. Just like the little add-ons or like extra things that I do just to like identify individual clients.

SPEAKER_01 7:24

Yes.

SPEAKER_03 7:25

Like it's not something that I'm doing for my whole book, but like because I have an individual relationship with each person, I treat them as individuals. Yeah. So, like the the black card uh status thing that I did at the old shop, which for anybody listening, it was really like a metal card with my business logo on it that I only had of 25 made and given to like my top 25 clients that I thought would appreciate a memento like that. And it I had it come with like a little extra perks, like like you got my cell phone number to be able to text me if you wanted to make an appointment short notice directly. Most of which already had my number anyway. Um, but like asking being able to ask for an extra hot towel after the haircut, should you want like upon request, it would be available to you automatically. Because people really like the hot towels. So it's like, hey, if you want a saga one, no problem. Doesn't cost me anything but another thing in laundry, whatever. Yep. Um, and then being able to use the back door for an entrance.

SPEAKER_01 8:33

Oh, yeah, yeah.

SPEAKER_03 8:34

Just like direct access, you don't have to walk through the whole shop. You can park at the back parking lot and just come right in.

SPEAKER_01 8:38

Yep.

SPEAKER_03 8:39

And those like that was basically it. That and like this cool little black metal business card that you got to keep and be like, look, I can show that I'm a black card member.

SPEAKER_01 8:48

Yeah, this is my fancy black card.

SPEAKER_03 8:50

Yeah. So that made those people feel special. Yeah. And appreciated. It's like, ooh, I get to I get to use the back door. Like, I'm one of those special people. Yes, you are. Yeah, I get the secret door. And now, with a totally different location and situation, I have a little pilot test program with coins that gets you perks. So, but the most used perk of that is uh a coin holder gets a one of their preferred beverages in stock for all of their appointments through the rest of the year. So, like that little thing. Today's appointment had asked for an older an Arnold Palmer. Yeah. Literally a 99 cent beverage.

SPEAKER_01 9:39

Yep.

SPEAKER_03 9:40

And it made his day.

SPEAKER_01 9:42

Yeah, he was very excited about that.

SPEAKER_03 9:45

So, like that tiniest investment and show of appreciation to just like elevate their level of service for the day. Yeah. Makes a huge, huge impact. I actually even messaged him this morning because his initial request for preferred beverage is like a hot beverage.

unknown 10:03

Oh.

SPEAKER_03 10:03

So I messaged him this morning. I was like, Do you want to change up your beverage for the summer? Good call. Good call. Because I knew I was gonna like have to run out to the store later today anyway. Yeah. I was like, I can get whatever you want. And he was like, Arnold Palmer. Done. Done. And I had to pick one up for uh a customer to have in on Friday. So two birds. One so like those little things I like to do for individual clients to let them know like how much I appreciate them and the relationship that we've cultivated. Yeah. Plus, with that, I also get their birthday so that I can do a little something for them for their birthday.

SPEAKER_01 10:46

Oh yeah.

SPEAKER_03 10:47

Yeah. That'll be cool. Mm-hmm. And I feel like that's more of a common practice in salons is uh getting information like birthdays so that like they'll send like birthday coupons or whatever.

SPEAKER_01 10:59

Usually at least some kind of birthday discount.

SPEAKER_03 11:01

Yeah. So that's always a nice way to show a little bit of appreciation.

SPEAKER_01 11:05

What are some more minor scale ways you show appreciation to your clients?

SPEAKER_03 11:10

I think perhaps it's more of not necessarily me actively showing uh I feel like this is gonna be like expectation where we say appreciation far too much. Yeah. I think it's more of a question of what do I think causes my customers to feel appreciated. Because that's not necessarily a conscious effort on my part. Yeah, yeah, yeah. It's just more of like a how I am and how I choose to be. Okay. Like remembering their life and the things that we've talked about. Because they know that we see like hundreds of people a month. Yeah. Yeah. And so but us remembering them, us remembering their family functions, their uh work issues, this unresolved thing that they were concerned about before is now resolved, and we're wanting to like check on the conclusion. Like, how did that go?

SPEAKER_01 12:10

Yeah, yeah, yeah.

SPEAKER_03 12:11

I feel like those are ways that they really feel appreciated, where it's like, you like you remembered.

SPEAKER_01 12:17

Yeah, you remember me. Yeah, yeah. Same, I was over here like racking my brain, and I'm like, because you're talking about like your your black card and your coin, and those are all very tangible ways of showing that. And I'm over here like, uh, do I even show my clients that I appreciate them? And I'm like in here searching for like tangible things in my head. I'm like, oh my god, I don't. I don't at all.

SPEAKER_03 12:42

And I'm like, but I know they know I appreciate them. Like, there's no obviously we would discover that your love language, what you like to convey, is not gifts.

SPEAKER_02 12:50

Yeah, no, no. No.

SPEAKER_03 12:55

I, however, am a gift giver. Yeah, yeah. I really, really like giving gifts. As you have witnessed yourself.

SPEAKER_00 13:06

Yes, yes.

SPEAKER_03 13:08

Receive some great gifts. I pride myself on my ability to give gifts.

SPEAKER_01 13:12

It's the same though, like it's it is the little things like that. Or honestly, like, I feel like there's a couple guys in particular that are very particular about their mustaches. Just little, also finite details about things they don't like and know to stay away from. I feel like they really appreciate those things.

SPEAKER_03 13:32

Well, remembering. Yeah. Like it's all about like you are using part of your little gray cells to hold on to their details. Yeah. And so I feel like that really shows people, makes them feel like they care.

SPEAKER_01 13:49

Yeah. I make it such a point to try to remember things that I sometimes get a little frustrated with myself when I don't like remember a kid's name, or like if they have a boy or a girl. And it's just like little minute things, and I'm like in my head, crap, crap, crap. We need a context clue. We need a context clue. Something's and I know that I'm I'm putting more pressure on myself in the moment than anything, but that's it's so important to me to like really make sure I'm actively listening and taking in the information that they're giving me because like their lives do matter to me, and I want I want to be able to carry those to the next conversation and ask you about the test that you took or the championship that you played in, or whatever the case may be.

SPEAKER_03 14:39

And I think part of it is really like how we remember things. Like, I'm a very auditory heavy learner with like um visual assistance. So I can remember a lot of things we talk about. In fact, some of the ways I remember people's spouses' names is remembering them say the name. Like, it's not that I've logged their name in my brain, it's that I'm imagining the customer saying the name. Yeah, and that's how I'm like, oh, house, house so and so.

SPEAKER_01 15:14

Yeah, yeah.

SPEAKER_03 15:14

Uh so it's it's not that I'm like, right, they're married to so and so, and I gotta like carry the two, they've got a couple kids. Uh it's not that. It's um, but that's how I remember our topics of discussion from the previous haircut, is that I'm remembering the conversation itself. Oh, yeah. And going, oh right, while I was doing this, we were talking about this. Yeah. So like that's how my memory works when when those things come up. Whereas and uh it also goes to like remembering the preferences for services, going, right, right, they really, really care about those fish hooks getting trimmed so that they don't have to worry about them. Yep. And that's because I can remember the conversation we had about them the previous time.

SPEAKER_01 15:56

Yeah, okay, yep. I mine can be very similar because like the I guess it's m it's very specific to these mustaches right now. It's like w every time I go for the mustache, if for that specific person, I replay, my head like replays that moment where they told me that. As I'm going for it, and I'm like, oh yeah, that's right, that's a thing. You don't like this shape back too much because you get chapped lips. Like there's just little things. Unfortunately, there's some things that pop back into memory that I wish they wouldn't. God, like three haircuts ago, my trimmers bit somebody's lip when I was grooming their mustache. And now every single time I go to groom their mustache, I get like PTSD from where I saw him bleeding a little bit from where I injured him. Yep.

SPEAKER_03 16:44

Dramatized in my own brain, of course, but any t anytime you cause harm to a client once, you will never forget it. Never.

SPEAKER_01 16:52

I remember almost-cause you're not a psychopath. I remember almost every single client I've nicked.

SPEAKER_03 16:58

Yes. I remember to this day the person who I like got them with my shears on their ear. Really? Well, even like some of those early haircuts that are very traumatic for us. Yeah. Like, I still, ten years after seeing this man, ten years after touching his hair, I still remember his name. I can pick him out of a crowd. I remember his hair. Like, if he were to walk in tomorrow, I'd be like, What's up, Joe? It's been a decade. How you been? And I'm sure he would be shocked that I could remember all of those things. But trauma teaches very quickly.

SPEAKER_02 17:40

Yeah.

SPEAKER_03 17:40

Mistakes are the fastest way to learn.

unknown 17:44

Agreed.

SPEAKER_03 17:44

How about we talk about inappropriate ways that people try to show appreciation?

SPEAKER_00 17:51

Okay. Yeah.

SPEAKER_03 17:53

So I've had a few. Do tell. So I mean, and it depends on the individual. Everybody is different. Um, some people don't grasp social cues or you know, those types of norms. So, like, I've had somebody bring me uh a bag of their hand-me-down clothes because at one point we were discussing that we wear the same size. Ah. That was uh a conversation that needed to be dealt with diplomatically. Interesting. Um a large bag of clothes? Yeah. I had somebody bring in a full plate of breakfast for my dog.

SPEAKER_02 18:45

Oh, I remember that.

SPEAKER_03 18:49

Which was not a good idea for a dog to have who had already dealt with pancreatitis.

SPEAKER_01 18:54

Like fatty foods.

SPEAKER_03 18:57

No, it wasn't a good idea for him either.

SPEAKER_01 18:59

I wouldn't have fed that plate to Willis. Like I wouldn't have fed that plate to myself. What was left on that plate was so greasy batty.

SPEAKER_03 19:07

I did have somebody um ask permission first, which is always a good idea. Yes. Uh, to give me a wedding present when I was getting married. And came in with a bank envelope. Insist on not having a conversation about it. He's like, I don't want to thank you. I don't want nothing. I don't want to talk about it. Here's your present. Okay. Thank you. And that facilitated the purchase of Harvey. Love that.

SPEAKER_00 19:41

Love that. Great wedding present.

SPEAKER_03 19:43

In my case, all of these instances were of from the same person.

SPEAKER_02 19:52

Shenanikans.

SPEAKER_01 19:57

Only because I know the breakfast fate like the breakfast person. So knowing that he's also the clothes person just makes me giggle. Yes. He really wants to make sure you're appreciated though.

SPEAKER_03 20:13

Wanted. Yeah. So uh have you encountered any ways uh that you've have found inappropriate that people have attempted to show appreciation?

SPEAKER_01 20:22

Not anything too odd yet. Good. Not yet, at least. They've been all they've all been good. Just like the the bonus tips around like the holidays, those sorts of things, the occasional Those always make me uncomfortable. Gift.

SPEAKER_03 20:38

Like I appreciate them, but like I I get uncomfortable whenever I feel like somebody tips me too much. Yes. Yeah, yeah. I literally will be like, are you sure? I stop myself from asking that after 12 years.

SPEAKER_01 20:54

Yeah, yeah, yeah.

SPEAKER_03 20:55

Because I used to actively refuse tips when I first opened the shop. Oh really? Yeah, because I would much rather like have you refer a customer to me. Like, mm-hmm. I'm I'm good with not having a tip. Like, that's fine. But then some people get mad like insulted. So I stopped doing that. Fair. Especially because I'm kind of a stubborn person.

SPEAKER_01 21:20

I can't imagine feeling angered by someone not accepting my tip. But I mean I get it. I can see where I get it. You take my money, damn it.

SPEAKER_03 21:30

My money not good enough for you? Only the first amount, not the second.

SPEAKER_00 21:34

Only the part that paid for the service. The rest of it. Bad money.

SPEAKER_03 21:40

Oh, other ways. Um like customers letting us use things.

SPEAKER_01 21:47

Yeah.

SPEAKER_03 21:47

Like the scissor lift. Yeah. Oh my god, yeah. What? Like if we would have had to have rented a scissor lift for the amount of time we had it, yeah.

SPEAKER_01 21:56

Hundreds of dollars. Oh my god, I didn't even think about the time that. Tom helped me with my chair. Yes. Little things, I'm telling you, those mean so much. Or the door. The door, yes.

unknown 22:11

Oh my gosh.

SPEAKER_03 22:12

Yeah. And I'm the stubborn one that insists on giving them free haircuts for those things. Or the curtains. Yep. Or the chair. Yep.

SPEAKER_01 22:22

So much help and appreciation. So much. Ooh. How to make sure you show appreciation to your coworkers.

SPEAKER_02 22:33

Hmm.

SPEAKER_01 22:34

I feel like we do a very good job of doing for each other to where we both always feel valued. I feel like we have a very good balance of just the little random duties and stuff. I feel like it's very equal. I feel like you should, especially working in an environment where there are. Luckily, it is just Brie and I sh sharing co-suites or however. Um and so it's easy for us to find that balance and do the back and forth. But if you're working in a shop filled with larger people, always make sure to do your part. Like that's how you can appreciate your coworkers, is not making them pick up your slack or um saying thank you for the little thing, like noticing when people do stuff and saying thank you for those things. Because like I know after so many times of me doing something unintentionally, not being appreciated for it or not getting it noticed or it seeming devalued makes me less wanting to do that.

SPEAKER_03 23:46

Oh, that is something my husband learned very quickly. And I and I made sure to communicate to him very like early on. Yep. Is the if I do something, I need you to acknowledge it. Yeah. To me. Because if you don't, I won't repeat it. Like I will not. And I'm telling you now. So if you come home and that bathroom is clean, you need to tell me that I did a great job. Yep. If you ever want that to happen again. Yep. And I kind of have the say the same thing at the uh the old shop of like I would do stuff in the shop all the time. And of course it's my shop, so like I can do whatever I want. But when I would like, you know, touch a paint or like move things around or like, you know, deal with something that was being neglected for a while. Yeah. Like, it would really bother me if no one noticed. Yeah. And that did lead to some feelings of being taken for granted.

SPEAKER_01 24:46

Oh yeah. I can definitely see.

SPEAKER_03 24:48

Especially because there's already things that I do that like you can't notice. Yeah. Because they're not visual.

SPEAKER_01 24:54

And see, and this is why showing your appreciation is so important.

SPEAKER_03 24:57

Yes. Well, and I I kind of take it for granted now just because you and I so I I think uh so naturally do that for one another. Yes. That it's not even something that I'm having to be intentional with the majority of the time. Because it's just it's always at the forefront of like being aware that you're there and I'm here, and like if you're busy and I'm not. Yeah. Like that's just our dynamic. Yeah. Because it's so easy, I I take it for granted because it's like, no, we're we're good. Yeah. And if at some point we're not, we know we can totally work it out.

SPEAKER_01 25:40

Yeah, yeah, yeah.

SPEAKER_03 25:41

Whereas, like, so it's so far from uh an area of conflict that could like bubble up in a different work situation that totally forgot that that was a thing.

SPEAKER_00 25:57

Yeah, yep.

SPEAKER_03 25:59

But yeah, the like somebody sweeping up around your chair and not telling them thank you while you're in the middle of a haircut, like even just a quick thank you. Yeah. Like grabbing the comb bucket. Thanks. Mm-hmm.

SPEAKER_01 26:11

Oh yeah, because like it exactly, exactly little stuff like that. Like, especially like the sweeping the station and stuff. Cause I naturally, if I'm already doing it, I usually just do down the line. It just makes it easier. Yep. But if you don't acknowledge that I've just done that for you, I just cleaned up around your feet. I won't again, I'll stick right to my station.

SPEAKER_03 26:33

And it costs nothing to say thank you. Well, and you see those types of practices even in like kitchens where like even if the cook is yelling to let a server know that their plate is ready and the order is up, they always say please. Yeah. Cause if you don't, you sound a little angrier. I know if I raise my voice, I sound angry no matter what. It doesn't matter if it's only for volume, I sound pissed.

SPEAKER_00 27:06

Definitely still use your manners.

SPEAKER_03 27:08

Yes. But if I yell in a pissed manner and then say please, automatically more friendly than it was. Communication generally is a good way of like mutual respect and Yeah. I think that's really important. Like we've talked about the hypothetical situation where like I am I don't have a reputation for not communicating with my clients if something comes up. Like if I ever just ghost people, I am dead in a ditch somewhere, or like in a coma or something.

SPEAKER_01 27:49

Yeah.

SPEAKER_03 27:51

And like I've made sure that that is an expectation that people can have of me. But it's also like just like if somebody calls to let us know that they're gonna be, you know, five, ten minutes late, like we really appreciate that. Yeah. Well, the same goes the other way around where it's like, hey, family emergency, this sort of thing, or hey, I gotta reschedule you. And you know, making sure to find something that works for both parties. Yep. And being able to like be the person that someone can reach out to when life happens and be like, hey, I just found out that this thing is gonna conflict with our appointment.

SPEAKER_02 28:27

Mm-hmm.

SPEAKER_03 28:27

You have anything sooner?

SPEAKER_01 28:29

Mm-hmm.

SPEAKER_03 28:30

I just did that today.

SPEAKER_01 28:31

And honestly, I feel like backing on the communication aspect of it, like the raw honesty sometimes is super helpful and appreciative. Like, I last weekend was trying to shift a client around so that way I could bring Willis and be able to create a gap so that way I could bring him home. And I was just doing some shifting, and technically I just needed to move one client from the end of my day to the beginning of my day to open that gap. And so I was just honest with him. I was like, hey, I was like, I'm trying to make room to be able to bring Willis home before my last client. Like, are you cool if you just like bump up? If it's super conflicting, don't bother, I'll make it work on my end. And he's like, Oh yeah, that'll be perfect, great. And I feel like getting that also in return. I don't need to know your business, it's not that, but I sometimes feel like if you're just like, hey, the kid threw up on himself this morning and I couldn't get out the door fat, like just you know what I mean? Just that if like, yeah, and like I not that I respond any less to an apology of running late, but it's almost like you respect my time a little bit more when I get a reason. Again, I don't expect one, and I'm not trying to pry into your business, but sometimes it's usually funny. Like sometimes I'm doing the silliest of things when I'm late. I came back from late from a lunch break one time. It's because I walked too far away from my house with my dog and then ran out of time.

SPEAKER_00 30:05

Like it's embarrassing and it's a little bit shameful, but I was honest and they were very understanding and laughed it off.

SPEAKER_03 30:14

Well, and like today, my 15-minute late guy who said he was gonna be five minutes late. Um, anybody who is especially my clientele, anybody who's going to be late, like they're already beating themselves up on the way, anticipating my negative reaction. Like they already don't want to make me unhappy because they respect my time and they respect me. So and especially in that case, whereas like I had a bit of a gap between him and the next one anyway, so it's like dude's got wiggle room. So, like, he's still like trying to calm down when he sits in the chair, and he's telling me he's like, baby had a blowout this morning, like all this stuff happened. He's like, I'd already taken a shower and just gonna poop all over me, and it's like it's a thing. But I was like, got it, dead life.

SPEAKER_02 31:04

Yeah, yeah.

SPEAKER_03 31:05

It's okay. And I made sure to like reassure him, it's like, I just want to make sure it's good on your end, like, because I know he had to go to work. Yeah. I was like, uh time-wise, I'm good. Like, don't stress about that. Are you good on your time? And he's like, Yeah, I don't have to be at work until noon. Cool. Then we can just go on pernorming. And I still got him out on time. Perfect.

SPEAKER_00 31:32

Perfect.

SPEAKER_03 31:33

So, like those types of things where it's like it's built on mutual respect. Yeah. And if anything, though, yes, I have built a reputation of being somebody that people don't want to upset. Don't know how that happened. Uh but when those things do happen and like I see that they're genuinely remorseful or like whatever, like contrite uh in whatever situation, like I'm not going to berate you for that. Like, I do have compassion. Yeah. Like, I you have put enough stress on yourself. I'm not gonna add to that. My work is already done because you did that to yourself. Yep. So then it's it's my job to be like reassuring and be like, don't worry about it. Like, I am still gonna make this happen because I'm a professional, and that's why you come and see me.

SPEAKER_01 32:25

I will say it is kind of funny because like I very much still, my clients that are late and very apologetic, very understanding of like, I'm so sorry, they expect me to be upset, but like the difference between yours and mine is like yours almost don't want to make eye contact when they come in the door. It's so funny to me. I know I'm sorry, already looking at the floor, even though they've even already reached out prior to giving the warning, walking in the door late still won't make eye contact. Sometimes until they're caped and they're forced to in the mirror. But you have. It's uh you're not someone whose bad side I would want to be on. Have you even seen witnessed? Nope. Heard enough about it. Well there were stories? I mean, not kinda, not really. Spill you're intimidating.

SPEAKER_03 33:30

Just that fact alone. I had a customer this week describe me. He's he said, people either find you scarily intimidating or intriguing.

SPEAKER_00 33:46

Yeah.

unknown 33:47

Yep.

SPEAKER_03 33:48

And I had that. I was like, if there is a sliver of people that just cannot stand me.

SPEAKER_01 33:56

Oh well, I didn't see your bad side, but I saw your uh protective side. Oh, I'm super defensive. Yeah. Your mama bear side, so to speak. Mama bear, yeah.

SPEAKER_03 34:07

When what's that?

SPEAKER_01 34:08

At the old shop when you're standing up for me.

SPEAKER_03 34:11

Oh, oh, yeah.

SPEAKER_01 34:15

Yeah. Just not afraid to vocalize a side. Oh, oh, oh, you mean that? Oh, you remember, and that was the the emotions of response. You had forgotten about that.

SPEAKER_00 34:31

When you went full mama bear mode for me?

SPEAKER_03 34:34

When I was on the couch.

SPEAKER_00 34:36

Yeah.

SPEAKER_03 34:37

And I just decided to call out behavior for what it was. Yeah. From across the barber shop. Yep. Nobody else was there. There were no customers. Nope.

SPEAKER_00 34:48

Nope, just employees. Well.

SPEAKER_03 34:51

Just barbers. Just barbers.

SPEAKER_00 34:53

Yeah. People that work there.

SPEAKER_03 34:55

Yep. I would say that would be the antithesis of appreciation. That was me showing my uh una appreciation. Like a lack of appreciation for people's behavior. Yeah, I will call out some terrible behavior. Yeah. I suppose that might be a misguided way of attempting to show appreciation. I doubt that though. Mm-mm. Has nothing to do with appreciation. Nothing. No, that's just me being a very defensive person. Yeah. Stating up for what's right. I will defend somebody to the death if they are not available to defend themselves.

SPEAKER_02 35:34

Yeah.

SPEAKER_03 35:35

I don't care on what situation it is, just like a debate, a conversation, whatever. If if somebody is being attacked in a situation and they are unable to defend themselves mentally, verbally, physically, don't care, I will.

SPEAKER_01 35:49

Yeah.

SPEAKER_03 35:50

Because I would want somebody to do that for me in that situation. If I'm not present to defend myself, I would hope that someone would do it for me. Absolutely. So be the change you want to see in the world. And unfortunately, there have been instances where people have been put in those situations, and I can't necessarily say that the majority of them have been willing to do the same. But hey, I'm. If I gotta be the bad guy, I I am okay being the bad guy. Mm-hmm.

SPEAKER_01 36:15

I've I've recently uh coined a new phrase to tell myself it's okay if you're the bad guy in a couple people's stories. You're gonna be. And it's not your choice. Nope. Nope. And you just have to, me personally have to uh I have had a hard time over the years coming to terms with that because I know that I'm not a bad person, so I feel like I have to prove that when people don't like me. There's also a people pleaser and thing. Correct. And there's I that is something I've had to work on very much over the years, but you I just have to tell myself it's okay. It's okay if you're the bad guy, that's their perspective on the situation, that's their side of their story, and so be it.

SPEAKER_03 37:01

Yeah, and maybe from that perspective they're not wrong, and that's okay. Yeah, but that doesn't have to affect your life and your storyline. Correct. Like little things of like um customers when they get really excited about life and stuff that we've talked about with them, they want to show us stuff.

SPEAKER_01 37:19

Yeah.

SPEAKER_03 37:20

Yeah. Like that. Like, oh, come check out my new car. Or oh, look at the pictures of the vacation I just went on. Look at my dog's puppies she just had. That's my favorite. Alright, you got that, guys? We got words of affirmation and puppies. Puppies, yes.

SPEAKER_00 37:47

Yep, that's it, guys.

SPEAKER_01 37:48

That's all I need. I remember one time I had a client come in. No dogs were in either of our shops that evening. And he was like, he was like, yeah, Ava is in the truck, his dog. I was like, well, what is she doing in the truck? He's like, well, hanging out while I get my hair cut. I was like, she can come in the shop. She let her inside to say hello. We don't miss out on interactions with pups. I literally walked outside of my barber shop while the client was waiting to say hi to a dog that was walking by. I knew the dog, to be fair, it was a very quick hello. While the child whose hair I was gonna cut was cleaning up their Lego mess.

SPEAKER_03 38:21

Not just randomly going up to dogs that I don't know. I also do that. Hello.

SPEAKER_00 38:26

Hello, can I pet your dog? Is your human friendly?

SPEAKER_03 38:34

I need a shirt that says that. Do we need do we need owner vests?

SPEAKER_02 38:40

Yeah.

SPEAKER_03 38:41

Can I get one that says aggressive?

SPEAKER_00 38:43

Yes!

SPEAKER_03 38:46

Bite warning. Oh, one of my favorites is people like checking out library books.

SPEAKER_00 38:56

They love your library.

SPEAKER_03 38:58

I love my library. But I love it when other people take advantage. Yeah. As long as they bring them back eventually.

SPEAKER_01 39:05

Eventually. I have a list. I can try to. There's not a due date, but there is a expectation it comes back. Yes.

SPEAKER_03 39:13

Eventually. No late fees. We don't critique the books.

SPEAKER_01 39:17

The cops won't go to your house. We do not critique the length of time it takes you to read a book. Uh I do.

SPEAKER_03 39:22

What? I do. You do? I have a customer who has gone. He's a every five-week customer. He has had The Epic of Gilgamesh, which is a very short book. For the last I want to say five haircuts.

SPEAKER_01 39:42

That's a long time. That is a very long time. Maybe it's because the word Gilgamesh. If I had that is it in the book a lot? I wouldn't want to read it already. Based off the title alone. For the record. The tongue twister of that name.

SPEAKER_03 39:57

Pretty solid when it comes to Latin.

SPEAKER_00 39:59

Alright, well then he has no excuse. You know Latin.

unknown 40:04

She can't read a book.

SPEAKER_00 40:08

Just kidding. Whoever you are.

SPEAKER_03 40:10

I doubt he'll ever listen to listen to that. Just saying. Eventually, yes, I will start to judge how long it takes you to return the book.

SPEAKER_00 40:21

Fair. After that many haircuts, yeah, fair enough.

SPEAKER_03 40:25

Not just haircuts, that many weeks.

SPEAKER_00 40:27

Yeah. A long time.

SPEAKER_03 40:29

Mm-hmm. But there are others where I'm shocked that they took anything because I know that they have a really busy life, and I'm like, you really think you're gonna make time to read this? I don't care how short it is. Like, are you sure?

SPEAKER_00 40:41

You'd fit this in somewhere.

SPEAKER_03 40:42

But especially if it's a book I've already read, it's really not that big of a deal. Oh yeah. So Epica Gilgamesh, The Plague, Uh, Old Man of the Sea, all books that are out right now. I've already read them. It's fine. Well, what do you think about like what things could be done from a barbershop perspective to show appreciation to customers? Like, obviously, we do one-on-one things. Yeah. Because we have very close relationships with our customers, because we have very like one-on-one setup. But like shops, I I have to like remember to expand my mind to these two other shops. Yeah, and be like, right, shops with multiple people and have like a whole big old swath of clientele. Like I've seen uh shops do like customer appreciation events like cookouts and like you know open houses type of things where it's just like come by, you know, have some drinks and you know, have some food and just kick back and relax, where it's not you paying me to give you a service, it's just like us actually hanging out as people because we actually get along. Yep. Or doing raffles during those type of events and like making it a community space because you know, barbers are like good community members.

SPEAKER_01 41:58

Yeah, we like to be involved.

SPEAKER_03 42:00

Yeah.

SPEAKER_01 42:00

I know I've seen some salons do almost like a gift bag style thing for their some of their clients and stuff for appreciation. I know some places have just drinks on hand all the time for whoever comes in, those sorts of things. I don't know. I think I might need to get on the salon birthday thing, personally, and ask everybody for their birthday. There is a spot in the There is a spot. I've seen the spot in Square. Yep. I feel like it could even be small things like adding on like a scalp massage or just an extra little something that takes you a couple minutes, not much time, and just giving it to them just for the sake of.

unknown 42:45

Yeah.

SPEAKER_03 42:45

I mean, I give away beard trims here and there. Mostly just because I forget to ring them up. Or or I care more about actually giving them the beard trim than I care about getting the money for a beard trim.

SPEAKER_00 42:54

Like, yeah, yeah, yeah.

SPEAKER_03 42:55

If I'm doing a beard, if I'm convincing you to let me trim your beard, it's because I want to trim your beard. Yes. Like, this is a for me thing. This is not a for you thing. So I'm like, it's on me, it's fine.

SPEAKER_02 43:07

Yeah.

SPEAKER_03 43:09

I basically strong armed you into letting me trim your beard.

SPEAKER_00 43:13

Thank you.

SPEAKER_03 43:14

Because this is about me having to look at you. Not about you have you having to look at you.

SPEAKER_00 43:19

Yes, this is payment enough. I got to fix it.

SPEAKER_03 43:21

Yep.

SPEAKER_00 43:22

I get to get it to look how I want it.

SPEAKER_03 43:24

Well, because like, um, depending on like how far along you are in the barbering profession, like, there's always, I feel, going to be a part of your brain that's always on in barbering. No matter where you are, what you're doing. So if I'm like randomly we'll say hypothetically, okay, because this is not necessarily real. Uh if I'm in a group of people and we're having a conversation and there's a man with a beard that is like not properly blended to his haircut, that little Part of my brain. It used to be like half of my brain. But now it's just a little part of my brain that is just like if I had a trimmer and a comb, I could just like pull that out and trim it a little bit, and it would it would be it would blend, and we wouldn't have that weight line area, and it'll just keep saying that over and over and like imagining doing it over and over and over again.

SPEAKER_01 44:24

I could still hold a conversation while that's occurring in my brain now, but the way I critique people on TV though the shame I bring them in my head.

SPEAKER_03 44:38

Oh my goodness, watching movies and judging their haircuts stresses me out.

SPEAKER_01 44:43

Their hairstylist got paid good money to do that, and it was bad.

SPEAKER_03 44:47

Yeah. Well, and I do have to like kind of remind myself sometimes where it's like maybe they did research and it was historically accurate for the time. I don't know. Not the movies I watch. No historical accuracy needed. Just a bad haircut.

SPEAKER_01 45:07

Yeah.

SPEAKER_03 45:07

Calling you out, Hollywood.

SPEAKER_01 45:09

Yes. Or a bald man with an unfaded beard.

SPEAKER_03 45:12

Oh, yeah. But sometimes that's a legitimate, like people choose to do that. I I I don't agree with it. That's not my taste, but some people do it. Because some people just shave their own heads and that's what their beards look like when you shave your own head.

SPEAKER_01 45:27

Exactly. That's why you shouldn't look like that in a movie. Someone else did it.

SPEAKER_03 45:32

People can't look picture perfect in movies.

SPEAKER_01 45:35

They have to be a little bit on the more accurate side. Because I give everyday men that credit. You know what I mean? Like most most bald dudes with a beard, they're just taking a razor to their head in the shower and going. I totally, totally get that. I do not critique that. But like when I see it in a setting where it's like, do better. Do better. It's so bushy up here by the ear. Just a little bit. Just bring it in a little bit. Necklines really bother me, the back side too. Oh yeah. When I see someone's been like brought up way too high.

SPEAKER_03 46:12

If if if your the nape line is above your earlobe, you are wrong.

SPEAKER_00 46:18

Yes. Yes.

SPEAKER_03 46:20

That's the measurement. If it is above your earlobe, mm-mm. Nope. That's your occipital lobe. That is not a nape. Let's just pivot to things we don't appreciate. Hollywood.

SPEAKER_01 46:37

Yeah. Cause I know they're making big bugs doing these people's hair.

SPEAKER_03 46:44

You wanna try a better English?

SPEAKER_00 46:47

I know they're making a lot of money doing these people's hairs. No.

SPEAKER_01 46:55

That still doesn't sound right. There's too many plurals.

SPEAKER_03 47:00

Doing hair on these people?

SPEAKER_00 47:01

Yep, that's the one. I know they make a lot of money doing hair on these people. Yeah. I almost added us at the end of people. What else don't we appreciate?

SPEAKER_01 47:13

Some people don't appreciate their grammar being corrected. Some people don't appreciate their brain not Englishing.

SPEAKER_03 47:22

Well, for the record, we always record at the end of our business day. Yeah. So some of us have both of us have been up since 4 a.m. Yeah. So if you want us to be like bright-eyed bushytail, we need to record at 4 a.m. And that's not going to happen.

SPEAKER_00 47:45

Oh, an added disclaimer, it is now almost 8 p.m. Right. Just for time frame reference.

SPEAKER_03 47:53

Really understand what we're going through. Any final thoughts on appreciation? Did we miss anything? We covered, you know, coworkers, customers, barbers. I'd really love to know how customers like from their perspective feel appreciated.

SPEAKER_01 48:11

Yeah.

SPEAKER_03 48:12

At some point I'm going to start the customer series when I can rope a couple of customers into actually sitting down for the podcast.

SPEAKER_01 48:19

I'll start uh pitching to some of mine too.

SPEAKER_03 48:22

Yes, do that. We need to compare and contrast. Yeah.

SPEAKER_01 48:25

We need some client perspective for sure.

SPEAKER_03 48:27

Alright, well that's what we're gonna do. Obviously, it's not gonna be like next week's episode, but uh in the near future. Yeah, near future we're gonna have some we're gonna have a customer series. Yeah. Customer perspectives be on the lookout. Alright, you guys have a good night.

SPEAKER_01 48:41

Have a good night!