From strangers to lifelong customers: CX tactics from a barbershop

Getting a haircut can be awkward because getting touched and pruned by a stranger while forcing small talk is annoying. But when you meet Nicholas Bellaro, Owner of Bayview Barber Co.,  you’ll get why his barbershop is growing so quickly that he can’t seem to scale fast enough. Nick uses verbal and nonverbal communication cues to create an experience his clientele can truly appreciate.

In this episode, you’ll learn how to turn strangers into lifelong customers through nifty customer experiments, lessons, and tactics that Nick’s accumulated while cutting hair for over a decade.

By the end of the episode, you’ll have tactics to:

• Ensure a thoughtful and seamless booking process
• Improve your conversations with authenticity & empathy
• Build rapport quickly through trust, observation, and vulnerability