As a longtime client of Alejandro's Hair Salon, I had already been privy to what his clients know…read moreto be his secret: delivering the ultimate customer experience. This "customer experience" concept has become a buzzword for marketers as of late, but at Alejandro's, it has been at the core of its operation since opening its doors many years ago.
When you think of a customer's experience during a haircut, most would agree that you would conjure a picture that most likely resembles sitting in a work station, facing a mirror, with a stylist cutting/blowing/drying under bright lights, upbeat music playing in the background. Most would agree their experience is similar. This is where the similarities between others and Alejandro's begins.
Upon walking into the salon, you already know you are about to experience something very unique. I'm not just talking about the moderns and simplistic approach, or the cappuccino bar perched at the back with bustling customers. I'm talking about very specific and unique things that are symbolic to what the hair salon actually stands for, and the storytelling behind those things.
I visited the salon yesterday. I had been wanting to try Ale Jr, the salon headed by Alejandro's son adjacent to his own (more on this later), but ventured over to say hello. One of the first things that caught my eye were these exquisite plant arrangements lining the walls...something I had never seen before. I walked over to closely inspect them and was approached by the owner himself, Alejandro, who very passionately explained he had made them himself out of coconut strands form his backyard.
"It's not about changing your perception, but your attitude," he stated as he explained how the arrangements were made of actual living things, specially ordered soil and hand woven coconut. "We believe in changing your lifestyle to instill healthy longevity similar to that of the Hunza tribe. " With that, he was off, but it left me thinking that it was probably the most profound 2 minutes I'd had when checking into a hair salon.
Within 10 minutes, I found out about the latest and greatest going on in this mesmerizing space; I can't quite call it a "salon" because it simply doesn't convey what it is anymore. Picture this: outside manicures and pedicures overlooking a tranquil lake, while mimosas and brunch are being served... a coffee machine that I believe offers over a dozen or two types of coffees, their frothy appearance resembling that of a seasoned barista...natural light pouring through the ceiling-to-floor windows that removes the typical salon feeling of being under fluorescent lighting...and an exclusive spa section that only caters to the most discerning of clients, offering cutting-edge technology that not many can boast to have in-house. When I say this, it is not because I read it in a flyer -no, I actually booked a session then and there after meeting the spa director, Ana Sofia, whose long list of credentials impressed me to the point of wanting to give this a try.
The facial lasted a whopping hour and thirty minutes, and it was breath-taking. I would be lying if I told you I knew everything she did, because it was A LOT - but here's what I do know. The facial (using the most AMAZING skin cream line I've had applied) was done in conjunction with a microdermabrasion and oxygen treatment, the latter infused into the skin, and provided with a mask to circulate the lungs and create an overall feeling of being brought back to life. A targeted "spray" of multi-vitamin cream was then applied to seal the pores, and during the breaks, a scalp, shoulder, arms, hand, caf and foot reflexology massage was performed. I walked out of that place feeling like a totally new person, but more importantly, my skin was glowing.
Being in the relaxed state that I was, I decided to just observe my surroundings and take it all in. Every single customer was beaming. The staff was impeccably dressed in black, elegantly fitted clothing that was tasteful, not drawing attention away from the true beauty of the place, and catering to their clients' every need. The extravagant plants lining the "stations" proudly reached towards the pouring in of sunlight, and the hum of the dryers could only be perceived as white noise in the middle of a bustling and busy salon.
This, ladies and gentlemen, is truly living for the customer experience.
It's not really about the fact that Alejandro has led courses in Paris, Venezuela and the US around the mastery of hair-cuttery, or that he is an award-winning stylist who has been featured across every important news/media outlet. It's not even about how his wife Maria is a master hair colorist that has been referenced as the "go-to" person for coloring in our area. That is merely skill that sets them apart.
The real reason is the service. The experience. The way they make you feel, from the minute you walk in the door. This is unrivalled, deserving of 5 stars.
