05.31.07
My Name is Benjamin Ross, and I’m a motivational speaker. I’m 27 years old, and I work in a barbershop down by the Min River!
Two weeks ago I had my first chance to attend a Chinese motivational work meeting. Never in my wildest dreams did I imagine I would get the chance to speak at one.
Last night before clean up time, Mr. Zheng asked me to step outside the shop with him.
“Ben, we are going to have our end of the month meeting tomorrow evening. I want you to give a speech,” he told me with a smile. “Remember what I asked you to observe when you first came here?”
My second day on the job, Mr. Zheng had asked me to pay attention to the service standards in our shop, and keep a running mental comparison to barber shops in the United States. Mr. Zheng had heard that service standards were much higher in the US than they were in China, and wanted to make the service in his shop more like that in the US.
“I want you to talk to all the employees, for about twenty minutes and compare our service to that of barber shops in your country. I want you to mention the good aspects and bad aspects of our service…but emphasize the bad aspects.” Mr. Zheng said.
I had to ponder for a moment. Generally speaking, standards of service in China are considerably lower than what I would expect in the US. This is especially applicable in restaurants, hotels, and banks. Ironically, I have noticed that the service given to customers in our barber shop is every bit as good, if not better than the barber shop I go to in the US. When customers walk in the door they are greeted by a sonorous “huan ying guang lin” and then a little brother or sister directs them into the store and begins the hair washing process. Every customer, whether receiving service or just waiting for a friend, is brought a glass of hot water, and I have never once seen the apathetic “How dare you disturb me from my newspaper!” from employees attitude that is prevalent in many other service industries in China.
I told Mr. Zheng, “I agree with what you say about the service industry in the US as a whole, but frankly speaking, and I’m not just saying this because you’re the boss and I’m your employee, but I can’t really think of an area where our shop’s service is worse than that of the US.”
“You have worked here for three weeks now, and you see what goes on every day. I want you to help me motivate the employees. Yes, they give good service, but too often they give service because of the rules, or because me, the boss. I want them to give good service because they really want to give good service, make it more natural,” he said.
This is the same kind of bovine scatology I remember being told when I was working service industry jobs in high school…as if I am somehow going to sleep better at night knowing that Pizza Hut is providing customers with best customer care in the industry. However, I will say that this form of motivation is more applicable in our shop. Since employees’ incomes are all based on how much work they do, improving the store’s business will not only thicken Mr. Zheng’s pocket, but should benefit the employees as well. Thus, it would seem logical for employees to truly want to provide better service, and not just do it because it’s the rule.
I was a little skeptical, and admittedly nervous to take on this kind of endeavor in front of my fellow employees. Mr. Zheng continued, “I think you can do it. Just think of some more ways we can improve our service. You only need to talk for 20 minutes.”
Yeah, sure, I’m not even sure I could talk for 10 minutes about this topic…in English, let alone 20 minutes in Chinese.
“I’m not sure I can do it for 20 minutes,” I told Mr. Zheng.
“OK, you need more time? How about 30 minutes?” he said.
“No that’s ok, I think 20 will be fine.” I replied.
“Great, we can talk about it more tomorrow during work. Just try to think about it tonight,” Mr. Zheng said. We returned to the shop, and I finished my cleaning duties.
I should interject that I absolutely respect what Mr. Zheng is trying to do. Often times I have experienced Chinese people (usually men) attempt to overly-exert their intellectual might, and insist on refusing advice or information from those who obviously are more knowledgeable about a specific topic. Mr. Zheng knows I am from a country which has a more developed service industry than that of his country, and wants to use my “expertise” as a way to improve his own business. The only problem is that the individual he is dealing with is a complete moron when it comes to the inner workings upscale American salons.
When I’m in the US, I get my hair cut from a bald guy in his 40’s named Marlon. I walk into the shop, read Guns and Ammo Magazine for about 5 minutes, sit in the barber chair, answer questions about my parents and brothers, talk about the stock market, discuss local sports teams, and then 15 minutes later my hair looks great. Marlon doesn’t really do much but cut my hair and chat with me about topics that barbers and old men like to chat about. Every time, I leave relaxed and satisfied, but I can not think of anything more Marlon could possibly do to enhance my overall haircut experience. So I am at a bit of a loss. I am not really sure what a Chinese barber shop could do to be more like an American one.
The talk is Thursday evening. If anybody has any suggestions for how Mr. Zheng can improve his shop, the lines to the comments section are wide open. I will try to check in throughout the day if I have the chance, and will be sure to provide an in-depth report on the meeting in the next couple days.
doom
said,
May 31, 2007 at 2:23 am
The guy who used to cut my hair in college would mutter under his breathe about how many condoms I would have to buy after he was finished with my hair cut. He would start this little conversation with himself as he was just beginning to make the first few cuts, but by the time he was done, and I was looking at myself in the mirror he would be yelling “An Industrial Sized Box of Condoms” at me. I don’t know if he really gave good haircuts, but the people that went to him sure had a better self esteem. So…um…try that.
Hek
said,
May 31, 2007 at 2:58 am
Why don’t you have a conversations with your colleagues regarding how to improve business. Sure, Mr. Zheng may have dismissed their comments, but I think he made a mistake by doing that. His error is that his position may have blinded his judgement regarding receiving constructive advice from his subordinates. Although, technically, you may also be a subordinate because of your position at the shop, your status as a foreigner may allow Mr. Zhang to listen to other employee suggestions, albiet though you.
hek
james
said,
May 31, 2007 at 3:00 am
honestly, tell them that the whole thing about being higher seniority and not doing the lower end work is a no go. you say your shop is better than most in the us. i don’t know anywhere in the states where i would have to wait because all the peons were busy while the stylists were static looking at vogue. i know its the whole image/status thing, but explain to them the logic that it causes far more harm, and is it really a big deal if they have to do some junky job once a week?
Dave!
said,
May 31, 2007 at 3:49 am
Well, for starters (I seem to recall this from one of your previous posts, but I’m too lazy to go look) my stylist *always* uses the sanitizing stuff on the combs, scissors, etc.
GuanziSaid
said,
May 31, 2007 at 5:29 am
- Fresh towels?
- 师傅s should develop friendly relations with customers so they will come back?
- And yes, “sanitizing stuff” mentioned by Dave.
-Greet customers with smiles. My personal experience is I usually get “欢迎光临” but no smiles, it just doesn’t seem very sincere. A smile beats the mechanical “欢迎光临” any day.
Shopgirl's Shanghai blog
said,
May 31, 2007 at 5:40 am
Hehe, this is really interesting. I’m currently studying Management and really understand the motivation problem that is going on. As Winslow Taylor wondered, how do some people really want to give good service by own commands and not just because of the rules.
hehe, will get back to you when I study some more
Joe
said,
May 31, 2007 at 6:13 am
Ben,
Remind all the employees that good service brings in customers and keeps them coming back. If all the little brothers and sisters want to become stylists and if the stylists want to become managers and owners someday, the best thing they can do is to give overwhelmingly good service. A rising tide lifts all boats. If the barber shop becomes known for its great service, it helps everybody and can improve their situation. If all the employees have already become satisfied with their station in life, then you are screwed and nothing you say will make an impact.
Matt
said,
May 31, 2007 at 6:19 am
My best haircut ever was in Madrid, Spain. It was a one-man shop, he did an amazing cut and then shaved my sideburns and neck with a straight razor. And we talked about bullfighting. So maybe you should break out some straight blades and get down to business.
Jimbo
said,
May 31, 2007 at 7:48 am
“bovine scatology” i love that euphemism.
zuraffo
said,
May 31, 2007 at 9:13 am
One of the key thing that I think apply accross the board in any (or most) service industry is to build rapport; a little personal touch goes a long way. I am not sure how many “regulars” you have in the shop. Then again, you probably won’t observe any since it’s only been one month.
But generally speaking, building up a regular customer base through a bit of rapport building is vital in service job.
Therese
said,
May 31, 2007 at 9:43 am
Things that salons do in Hong Kong that make them great:
- When entering, there’s no HUANYINGUANGLIN (or canto equivalent), but there is immediate recognition from the receptionist or other workers;
- Whilst people do read magazines, etc. during the slow periods, they don’t act like it’s a hassle to stop reading;
- Friendly, but not overly or fakely so;
- Quick and competant — rarely has their stylists over-booked.
Things that salons in the (Southern) US did that made them great:
- Warmth of the employees — everyone was genuinely kind and interested, even to those who didn’t want to talk (and they would be kind enough to keep their chattering to a minimum);
- They would do the best to keep customers comfortable whilst waiting;
- Stylists would always talk well of their salon and its surrounding area;
- Always clean and trying to remain as “new”-looking as possible;
- Not playing only elevator music;
- And, yeah, those hygenic liquids — while they may be useless, they put the customer’s mind at ease.
Things that salons in France did that made them great:
- No fuss;
- No chit-chat — still remained congenial, but not overly friendly or pushy;
- Always clean;
- Always gave a great cut.
France isn’t really known for its service industry, I guess…. (It’s also been a while since I’ve had my hair cut there.)
What I miss most is admittedly the wash/massage. My favorite salons in Shanghai and Beijing had little sisters/brothers who were chatty and stylists who were not, which is my preferred method. I’d rather the stylist pay more attention to my hair and less attention to our conversation. (My current stylist in Hong Kong is the only one I’ve not minded being chatty, as she is extremely meticulous and half of our chatting is my telling her how to say various things about hair styling and whatever she’s doing in Mandarin. She’s one of the few HKers whom I know under 30 whose Mandarin is horrid.)
Sean
said,
May 31, 2007 at 9:48 am
First, I want to say that I wholeheartedly agree with Joe’s comment in its entirety.
How personal is the service at your shop? Most of the barbershops I have been to (barring Supercuts or some other chain) have been almost neighborhood affairs. Everyone there knew everyone else and if you were new you would know everyone soon enough. A few of my friends go to the chains just because they are not very talkative and only want a quick, quiet, clean cut. Which category does your salon/barbershop fall into? I think different types of customers frequent different places because they value different types of service.
Frequent customer is pretty much my only experience with barbershops so I can’t be of much help with actual recommendations, just food for thought.
——–
side note
——–
Does anyone know how to explain a fade in Chinese? I think my Chinese is up to struggling with an explanation, but I would love to know the proper way to ask for a fade (3.5 on the top, 1.5 on the sides).
Thanks in advance
Peter
said,
May 31, 2007 at 12:04 pm
I think Chinese barbers spend too much time on your hair. Everytime I go to a barbershop, I explain to them “shave on the sides with a #2, and cut 2 centimeters on the top.” First of all they don’t listen to what I ask for, then they proceed to spend 45 minutes snipping one hair after another. After that it doesn’t look right anyways.
Like you said in your post, you go into your barbershop in your home state, he trims for 15 minutes and you’re done. Who wants to stay two hours in a barbershop anyways? I’ve got better things to do.
I hope you can urge them to cut their cutting time down and listen to their customer’s needs.
Peter
said,
May 31, 2007 at 12:06 pm
One last thing, I hope you’re not working at one of those barbershops that blasts music as loud as they can. If they are please ask them to turn the volume down.
Bernard
said,
May 31, 2007 at 3:02 pm
That’s a tough assignment that I don’t envy. You may have a trump card in that they may actually listen to you, because you’re not the boss. I would center my speech around your boss, as an example of what hard work and dedication can do for your life. Why not strive to become a boss, rather than live your life as an anonymous worker?
Peter
said,
May 31, 2007 at 3:30 pm
In my book, if you want to motivate your staff, make sure they have good conditions for their work and in particular their spare time.
I know this will not fly in China…. yet, but you boss definitely would get better and more motivated staff if he gave them better benefits. For example reconsidered the need for so many people outside rush-hour. This would cost him nothing if planned correctly, and give the employees a chance to do other stuff than work. Wouldn’t harm putting a few posters in the dorm either
On the other hand this kind of speech may not motivate Mr. Zheng a lot, so I’m pretty sure it won’t be greeted that well with him.
One of the things that made me come back to the same shop here in Denmark, is a mix of both quality haircutting AND the fact that I like(d) my haircutter. She always asked genuinely interested questions, but always knew when to back off. So even on days when I never felt like talking I was not bothered too much. She always read my mood and never once annoyed me. What I want to say, is that it is important that the employee chats politely and ask questions. This way the customers will get a personal attachment to their shop. This is what makes them come back.
On a personal note, the woman that cut my hair made her own shop after some time, and when she moved then, I followed her in a heartbeat. That says something about the things I just wrote, eh?
Andrew
said,
May 31, 2007 at 3:44 pm
One of the better salons I went to in the UK gave patrons a drink (tea/coffee/juice) on arrival and had snacks and nibbles for while you waited.
Has your boss thought of using bonuses related to profits to motivate his staff? That’s one way of encouraging good customer service, because the effort put in by staff converts into cash in hand if it increases customer throughput.
Benjamin Ross
said,
May 31, 2007 at 6:56 pm
@Matt
Great idea about the straight blades, but you (or me) probably have more cumulative facial hair then the entire city of Fuzhou, so this probably work out too well.
@Peter
Amen on the haircut timing…as for the music, we always have music playing, and it plays at a sensitive level (otherwise I probably would have committed suicide with a pair of barber scissors by now). They actually have some decent music as well. I’ve taken a liking to Zhou Jie Lun’s new disc, as well as an Wu Bai one they have. They also have a Compay Segundo disc! I have no idea where it came from, and nobody’s played it yet, but it was a nice surprise to find good Latin music in China.
@Andrew
Most of employees income is based on how much work they do (one hairwas = 2.5 RMB, etc.) so they already have that built-in incentive.
Jas
said,
June 1, 2007 at 9:57 am
Wow, Ben, you must be so glad to have so many supports from your Blog’s reader. Inspired by all others saying here, I have few ideas as following:
1． “Sanitizing stuff”, make customers feel clean and healthy to do their hair in the salon. Use one-off face washing paper if your salon does face washing service.
2． Specify different customer’s different needs. e.g. every barber should have his(or her) own strength(fast, prudential, creative stylish or extremely handsome… ha-ha) the little brothers and little sisters should recommend different barber to customers who don’t yet have their favorite barber according to their different needs, or maybe just write down a list of the barbers’ name and skills, then let customer chose. Few customers maybe prefer a little bit privacy, Mr.zheng could consider creating some sort of mean to separate them from the rest, such as a private room-2 customers serve capacity. No music, or DIY music, both washing and cutting in the same room…
3. Some other service, such as drinks. Prepare some simple, instant drinks, write down a list and charge for that, some customer maybe like it.
4. Encourage the stuff to improve themselves, develop some good hobby. As the founder and CEO of Alibaba-Ma Yun, once said: 世界上没有完美的个人,只有完美的团队- literally translate to “there is no perfect individual but perfect team.”
Andrew
said,
June 1, 2007 at 2:17 pm
I reckon the ‘private room’ might be a bit too evocative of the dodgy salons where the pre-cut massage comes with a ‘happy ending’ of one kind or another. I wouldn’t go there…
harrison
said,
June 2, 2007 at 1:36 pm
ben,
that is the best title to a blog that i have seen so far. it made me laugh after spending 10 hours working in an american chain resturant, where, i am surrounded by people, who want me to provide the best customer service i can. despite the fact that alot of people in the us, think it is okay to tip you 10 percent on a regular basis. thanks for making me laugh with that title and what you are supposed to do.