Exceeding customer expectations

When you sit down in Randy’s chair, rather than generically asking, “How do you want your hair cut today?” he crouches down so he’s eye-to-eye with you and starts asking questions like, “What do you like about your hair? What don’t you like? Why do you want that color?” In fact, he’ll tell you not to get a particular service if he thinks it will damage your hair (even though he would have made more money). That’s why Randy has a successful salon, Cake Hair Salon, and has been hired by Redken to fly all over the country teaching other stylists.