Phone Calls - How To Get In Touch
If you’ve been a client of Bounce for more than 2 years, you probably notice that we do things differently than we used to. And we recognize that we do! As we grew as a company, we grew and learned what worked for our team. It also meant that we learned what didn’t and what required change. We learned that certain practices we had weren’t ideal, and actually could be toxic for our team and we did away with those. We strive for healthy, non toxic practices and a way of running our salon and want our team to be successful and fulfilled.
Where many business practices focus solely on their clients (which IS important); they also fail to support the backbone of their businesses, their team. For Bounce, creating an environment that is ideal, safe and fulfilling for our team is our priority. Of course, the pandemic also highlighted areas that we needed to address and change, which resulted in more changes that trickled down the line. One of those aspects was giving the freedom and power to our team to live the life they want to create. That meant giving them freedom to choose their schedules, their work:life balance and full control over booking their schedule. What that also meant, is that our customer service team duties changed drastically. We went from running our team members every moment, scheduling all their appointments, all their time, to providing them the opportunity to grow, both personally and professionally, on their own.
As Bounce continues to grow (at this time of writing this we have 23 members to our team) it also means that we had to instil practices that allow growth, and remove any micromanaging. (ok, seriously, does anyone like being micromanaged? Perhaps I wouldn’t mind someone managing my eating….. but I know I’d still be annoyed if they didn’t let me eat chocolate for dinner, even if I told them not to let me haha!) We don’t like being micromanaged and we didn’t like doing it. So why keep up that practice? Now that our stylists provide their services based upon hourly timing, this means that your stylist is one on one with you for the entire duration of your appointment. No double booking. No doing another client's hair during your processing time. What this also means is that they are not going to run to answer the phone or message while their client is with them. It’s all about you, the client in their chair. While we do have some team members who are able to answer messages; this is primarily done remotely.
Pivoting into a new business model can be challenging as everyone, team members & clients alike begin to navigate new systems. New ways can feel challenging until you get used to them. This meant having our team booking their clients; this allows them to discuss aspects of client goals and appointments, make the recommendation for how much time is needed and eliminates the “middle man” of needing to go back and forth with a client and the stylist. As one of our customer service front desk team members, I can assure you that booking directly with your stylist (or via our online booking system) is a better option for you. This avoids any miscommunication with the telephone game, allows you to book and ask questions directly, and eases any worry that we (front desk team) booked you in incorrectly. While we know this may be different than what you were used to, it gives so much freedom to our team and to our guests. I don’t know about you, but when I am thinking of booking myself appointments, it’s usually 2 am when it pops in my head…and the magic of online booking is that I can literally do it at that moment rather than wait and hope I remember to contact in the morning. It also makes me feel anxious when someone asks me “what does your schedule look like?” to try to coordinate a time; online booking? I can just look at my schedule, look at the stylists availability and bam! Book accordingly.
Texting is the preferred method of contact, outside of direct contact to the stylist. We do our best between the available members of our team to answer messages in a timely manner, and mainly answer messages between 10-3pm Monday- Friday.
You also have the option to message any stylist directly; through their contact on our website https://www.getbouncy.com/team and they will get back to you or book your appointment for you. Ultimately, our goal is to create a happy working environment AND a happy place for your hair goals to be achieved. See you soon!
