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Intro. / Background: Rawbanna's is a hair salon located in Catasaqua, Pa.
I have known the owner, Robin, for about 20 years. I have not seen her in over 10. I recently ran into her at a Large Flowerheads show. Next day, I decided to check out her salon.
From the outside, it may appear to be just another small-town hair styling place. There is one major difference: the owner, Robin.
When I arrived... Robin did not know I was stopping by or doing an article on the shop. I walked and noticed she had two customers: an elderly lady and a young girl.
As Robin was styling the older woman's hair, she said hi and informed me it would be a while. "No problem, I have time to kill." I did a quick look around to see the salon's layout. Sat down. Went on my phone.
What Robin did not realize, I was observing one important part of the salon: customer service. I was listening the the conversations and glancing at how Robin worked.
Salon Layout: A few quick notes on the layout. There are two entrance doors. I entered through the left one. The salon is spacious. Glass cases with hair products are out of the way but very visible. The waiting area is in the middle with comfortable chairs. The styling area is located near the right entrance. The overall feel is relaxing.
The Major Point: Robin, has an extremely high level of customer service. I was there while she did both customers. She had friendly conversation with both. I noticed both customers returning the conversation. Their overall experience appeared to be an excellent one. Both Robin and her customers were laughing and smiling the entire time.
More important than friendly conversation, Robin was making sure they were getting the style they wanted. She paid high attention to the details and asked, more than once, about what the customer wanted. Both customers left very happy with their hair style.
While Robing was working with the second customer, another one stopped in to make an appointment. She told the gentleman it would be a few minutes and he had no problem waiting. She apologized for the delay. The gentleman was smiling so I knew there was not a problem.
Doing it on her own / Experience: After the customers left, Robin told me she had an hour before the next one. We had a chance to catch up. My main focus was on the article. Robin told me she has been a stylist for 23 years. This is the 3rd shop she has owned. Rawbanna's has been in existence for 6 years.
Right now, Robin does it all on her own. Currently, she is the owner / sole stylist. There are customers that have stayed with her through most of those 23 years. From what she told me, several have been with her for over 10.
Evolving without forgetting... While we were talking, Robin told me she is in the process of making some changes to the salon. She is planning on hiring a few stylists. Making some minor changes to the salon's appearance. Holding an anniversary event in August 2013. A few more I will not mention due to a planned interview and follow up article.
After our conversation, I could tell Robin is very serious about a very high level of service. The one thing that will not change. The main reason customers have been coming to her for so long.
For right now, Rawbanna's may not have everything your high end salon's offer: massage, tanning, etc. It is a salon where you can go in, relax, forget about life for a while getting a great haircut / style. The salon caters to all ages and males / females.
Robin focuses on what she does best: giving the customer great service and hair. What should be the main focus of any salon.
Important Note: I want to stress something here. Even though I have known Robin for a long time, it did not affect this article. I stated what I observed, that is all. I do not let personal opinions affect my professional writing.
More Information:
Rawbanna's Salon & Boutique
I have known the owner, Robin, for about 20 years. I have not seen her in over 10. I recently ran into her at a Large Flowerheads show. Next day, I decided to check out her salon.
From the outside, it may appear to be just another small-town hair styling place. There is one major difference: the owner, Robin.
When I arrived... Robin did not know I was stopping by or doing an article on the shop. I walked and noticed she had two customers: an elderly lady and a young girl.
As Robin was styling the older woman's hair, she said hi and informed me it would be a while. "No problem, I have time to kill." I did a quick look around to see the salon's layout. Sat down. Went on my phone.
What Robin did not realize, I was observing one important part of the salon: customer service. I was listening the the conversations and glancing at how Robin worked.
Salon Layout: A few quick notes on the layout. There are two entrance doors. I entered through the left one. The salon is spacious. Glass cases with hair products are out of the way but very visible. The waiting area is in the middle with comfortable chairs. The styling area is located near the right entrance. The overall feel is relaxing.
The Major Point: Robin, has an extremely high level of customer service. I was there while she did both customers. She had friendly conversation with both. I noticed both customers returning the conversation. Their overall experience appeared to be an excellent one. Both Robin and her customers were laughing and smiling the entire time.
More important than friendly conversation, Robin was making sure they were getting the style they wanted. She paid high attention to the details and asked, more than once, about what the customer wanted. Both customers left very happy with their hair style.
While Robing was working with the second customer, another one stopped in to make an appointment. She told the gentleman it would be a few minutes and he had no problem waiting. She apologized for the delay. The gentleman was smiling so I knew there was not a problem.
Doing it on her own / Experience: After the customers left, Robin told me she had an hour before the next one. We had a chance to catch up. My main focus was on the article. Robin told me she has been a stylist for 23 years. This is the 3rd shop she has owned. Rawbanna's has been in existence for 6 years.
Right now, Robin does it all on her own. Currently, she is the owner / sole stylist. There are customers that have stayed with her through most of those 23 years. From what she told me, several have been with her for over 10.
Evolving without forgetting... While we were talking, Robin told me she is in the process of making some changes to the salon. She is planning on hiring a few stylists. Making some minor changes to the salon's appearance. Holding an anniversary event in August 2013. A few more I will not mention due to a planned interview and follow up article.
After our conversation, I could tell Robin is very serious about a very high level of service. The one thing that will not change. The main reason customers have been coming to her for so long.
For right now, Rawbanna's may not have everything your high end salon's offer: massage, tanning, etc. It is a salon where you can go in, relax, forget about life for a while getting a great haircut / style. The salon caters to all ages and males / females.
Robin focuses on what she does best: giving the customer great service and hair. What should be the main focus of any salon.
Important Note: I want to stress something here. Even though I have known Robin for a long time, it did not affect this article. I stated what I observed, that is all. I do not let personal opinions affect my professional writing.
More Information:
Rawbanna's Salon & Boutique
