Wednesday, September 1, 2010

Surprised by Great Clips' simple CRM implementation

Why was I surprised when "the best value in haircuts", Great Clips, provided great Customer Service?

Because it is so rare to see a retailer using a CRM system to store my preferences.  Great Clips showed that they have a CRM system that identified me by my phone number, used my first name and the stylist knew that I wanted a 2 guard used on the sides of my head.

I've been going to a local small salon for the past 10 haircuts, and the stylist who has cut my hair each time, looks at me like he has never seen me before.  I've discussed the same things with him each time.  Why can't he jot down some notes each time and provide me with a WOW service the next time by knowing something about me?

Sounds simple, but why can't I think of any brick and mortar retailers that know my preferences?  Hats off to Great Clips for taking the time to get to know me.

Do you have any examples of brick and mortar retailers knowing your preferences?  Please leave a comment if you have.


  1. Darren,
    Thank you for the compliments. As you mentioned, we pride ourselves on providing convenience for our customers. What better way than listening to them and keeping notes on what their preferences are, so you don't feel like just a number when you're sitting in the chair. I hope you enjoyed your experience and come back soon!

    Kasey Skala
    Great Clips, Inc.

  2. Thank you Kasey. I'm delighted again that you were so responsive.

    Any additional insights you can provide around what information Great Clips is looking to store in the CRM? It sounded like all they had for me was Guard size and name.

    Thank you, keep up the good work.