City Cuts - A Cut Above When it Comes to Customer Service
Recently, I had an experience of exceptional customer service. It took place at City Cuts Barbershop in Kutztown, PA. To give a little background, this shop started in 2006 and launched a nationally recognized program called Book By Kids. All of this goes into understanding how these guys are for people and the community.
My son, Ray, is about to turn 5 in March and doesn’t like getting his hair cut. He has difficulty with people in his face, the sound of clippers and just sitting still in the barber chair. His hair was getting out of control as it hadn’t been cut since the Fall. I delayed as long as possible. I bit the bullet and reached out to Jon the shop founder and owner about getting in to get Ray’s haircut.
Friday at 2:30pm was the dreaded appointment and we pulled in 15 minutes beforehand and my son began to cry. I told him, “You are a brave boy, it’s okay to be afraid, just do your best.” We waited outside so as to not cause a scene.
Jon came and got us and I asked, “Do you want me to hold him down so you can do this?” His answer was, “No, we are going to go slow. This is Ray’s time.” His calming presence allowed my son to feel comfortable.
During the cut, a loud sound came from the cleaning of the chairs and that scared Ray. Jon said, “No more spraying because this is Ray’s time.”
After we got finished, Jon gave Ray candy and a shirt. Now Ray brags about his new haircut and says, “I look like Daddy.”
As I pulled away and thought about that time at City Cuts, a couple of lessons came to me about customer service:
Be responsive.
They did a great job getting back to me when reaching out about a question. Even when I sent a thank you, Jon said: “Ray was amazing in the chair and I am proud of him.”
Treat people like they are your top priority.
City Cuts did that for my family. They answered the call knowing how hard it is for Ray and us. They didn’t treat Ray as lesser or a nuisance, but rather saw someone to help through his fear. They went above and beyond.
Exist for something larger than yourself and business.
They have modeled this over the years. The Book By Kids program is only one way they do this. They have a basketball hoop in the back of the shop and while I was there, the neighborhood kids wanted to shovel it out so they could play. They are a staple in the community. As they have been in the community, the community has been for them.
Be about your team.
Jon has never made this shop about him alone, but has sought to create opportunities for others and let them shine. He thinks and speaks in terms of our shop, not my shop. This has provided an opportunity for others and created a great team that is driven by loyalty and collaboration.
Do great work.
They do great work. They are really good at what they do. If you are looking for a good cut, you should visit them.
They have created brand loyalty and they have been loyal to their employees, customers and community. I know my family, including my brothers, are raving fans of City Cuts. To learn more about them or schedule an appointment, go to:
https://www.citycutsbarbershop.com/
