Making the effort

I had a haircut today.
Nothing unusual in that – I still have hair on the majority of the top of my head (a big enough majority to win).
What was unusual was having to travel to a new location because of other personal “errands” and needing to choose a new hairdresser because I had limited time before my next trip to Canada.
So how do you choose a hairdresser in an unfamiliar town?
You choose a franchise, of course, because you have a good chance that the customer service and technical standards will be similar throughout the nation.
And so it proved.
When I eat away from home I eat at Pizza Express, because the customer service, the menu, the standard of food preparation – even the tables and utensils – will be the same.
I’ve possibly eaten at Pizza Express in most major UK cities and they have never disappointed.
So my haircut was a Tony & Guy – the Pizza Express of hairdressing.
To quote the aggresive Mr Michael Gerber (now christened Grumpy Gerber in my mind), “same time, on time, every time” – and so it proved.
The “stylist” (I have a stylist!) who looked after me was Vicky – she was very, very young and I admit to some trepidation as she approached me, after the customary wash and 15-second head massage from the “washist”.
But she was great (not that there is much you can do wrong with my “style”).
And I took the trouble to engage her in conversation, to discover a really interesting lady who is fighting personal illness problems to forge a career for herself.
Yes – she was young enough to be my daughter (most women are nowadays) but she wasn’t a brainless kid – she was a fascinating and engaging young adult with a vision for her future.
I’ve had similar experiences at other Tony & Guy stores – they are doing something right. Bravo.
Wouldn’t it be great if customers could rely on a dental practice (or even coaching practice) in the same way – instead of the experience becoming a game of chance?
There is room in the UK for a dental franchise at that standard – and none exist to my knowledge.
Now there’s an opportunity.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.