We caught up with the brilliant and insightful Desrea Wilkes a few weeks ago and have shared our conversation below.
Desrea, looking forward to hearing all of your stories today. One of the most important things we can do as business owners is ensure that our customers feel appreciated. What’s something you’ve done or seen a business owner do to help a customer feel valued?
The way I show customers I appreciate them is by listening to them and remembering. I always take such joy seeing their face light up when its been six weeks since their last visit and I ask them ,”How was the trip”, or “How did the party go?”. It has been my experience that building customer rapport is the number one way to client retention !
Desrea, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
I am the owner operator of Braveheart Beauty Spot a full service hair salon in Federal Way Wa. I have been open at this location for five years but my journey of service started around ten years old. I have always been a people person and loved to make people feel beautiful. Braveheart Beauty Spot is a safe space for all women to come and receive a genuine self care experience from the inside out. We offer a plethora of services such as : sound bath steam hydration treatments, silk press, ponytail, braiding , extensions, bridal and updo services ect.
I know that each clients needs are different so whether its a warm hug and a smile, something to eat or a listening ear, I’m here to provide it, oh yeah and do your fantastic hair as well !
What do you think helped you build your reputation within your market?
I feel like the main component to maintaining a positive reputation within your market is to always have consistency with the product you put out. My clients have told me that was the point of difference when selecting my services over other stylists in the area. When putting out the content that will represent my brand, I choose to shoot from the same angles, with the same background, and keep the content neat and orderly on my page. People know when the come to my salon wether rain or shine, first client or last, they will receive the best I have to give!
Can you tell us about a time you’ve had to pivot?
I was working for a commission based salon and felt that I had maximized my earning potential. I realized that with my skill level and experience I could run my own business. It was when the forth quarter reports were released that I had my breaking point! I rented a small space and jumped out on faith ! I used the old fashioned business card system, asked for referrals from friends, and began to take pictures and up my social media presence. In one months time I was booked out for two months! just took a little faith and elbow grease !
Contact Info:
- Website: http://Braveheartbeautyspot.as.me/
- Instagram: @Braveheartbeautyspot
Image Credits
portrait of myself Erica Daniels @emazingphotography