Kelly Clarkson walked into a small business in Brooklyn, had a bad experience, and somehow David has turned the entire situation into a conversation about what's wrong with customer service in the salon industry.
And honestly? He's got some thoughts.
This week, David is flying solo and using the Kelly Clarkson controversy to unpack something we've been talking about at Destroy the Hairdresser for years: a great client experience has absolutely nothing to do with how much money you're spending on the things you think make your salon professional.
A front desk doesn't automatically mean good customer service. Neither does a retail wall, someone answering the phones, or another team meeting about the client experience.
What actually matters? Emotional intelligence, critical thinking, and hiring people who genuinely understand what it means to take care of someone.
David also gets into the difference between empathy and sensitivity, why some hairdressers seem to build their books effortlessly while others struggle, and the one question he thinks every salon owner should be asking when hiring: Do they get it?
Because you can teach someone your systems, give them the scripts, and show them exactly what to do. But if they don't understand the bigger picture, none of it matters.
Ready to rethink the way you're running your salon?
Join us inside the Hairdresser Business Club, where we're challenging outdated industry standards and helping hairdressers and salon owners build businesses that actually work.
And if you're curious about our methods but aren't quite ready to jump in, David is hosting a free class series breaking down the systems and philosophies behind Destroy the Hairdresser.
Come learn something. Ask the hard questions. And maybe rethink everything you thought you knew about running a salon.
