What would you pay to learn how to deliver a Most Valuable Person “MVP” Experience to your clients? What if this knowledge enabled you to charge more for services while making clients happier at the same time? What if you could obtain this knowledge for only $25 plus tip and it came with a free haircut? Yeah, I know…. Sounds crazy but stay with me on this one!
While running errands last week, I walked in front of a Sport Clips haircut franchise in Bellevue, WA. At the door was a sign that said “Home of the Original MVP Haircut Experience.” That caught my attention! Hey, I needed a haircut and am always on the lookout for a great experience so walking through the door seemed like a good idea.
Jeni, who is the store manager, quickly got me settled into a barber chair and then provided in detail two options for haircuts; the MVP Experience for $25 and some other level for $22. Hmmm. Both options are 56% and 38% respectively, more expensive than my normal haircut, which is affectionately known as the #3 with a scissor trim on top. A #3 haircut is about as generic as humanly possible and I’m usually not one for spending more for a commodity service; but this MVP positioning got me curious. Perspective was shifting and I willingly signed up for the MVP experience… As a business owner, what can you do to shift the perspective and value of your services?
The “logical” increase in value between a $16 haircut at my old place and the $25 MVP experience was a scalp massage, hot towel face treatment, along with being able to watch a football game playing on multiple big screen TV’s in a sports themed hair salon.
The “emotional” value was something more. The scalp massage and hot towel treatment was a 5 minute respite into relaxation and enabled me to briefly mentally shut down. Leaving with a clear mind and ability to better focus on the rest of day was an additional benefit.
The business education Jeni provided was “extra credit” and pure gold. She shared many stories about why Sport Clips and her franchise owner are awesome. I learned about games that employees create and play designed to help everyone improve customer experience from the moment someone walks through the front door. I witnessed this outcome first hand… What can you do to create games at work in order to improve client experience at your firm?
My perspective shifted about paying 56% more for a service because the experience was worth it. What opportunities exist in your business to do the same?
2 Comments
Steve Maffett
September 3, 2014Earl,
I am the owner of the Sport Clips that you recently visited. First off, I want to thank you for supporting our business. Thank you for writing a message based on your experience at our store. For the reasons that you described in your morning message are the same reasons why I decided to join this company.
I am going to become a member of your website and look forward to reading the content that you are creating.
Earl Bell
September 3, 2014Hi Steve,
It was a pleasure writing about my experience at Sport Clips in Factoria. Jen is a true champion for your business and is the perfect embodiment of a few things I teach in the Master Academy for small business owners. Please to go to earlbell.com/win and download a complimentary PDF copy of my book, Winning in Baseball and Business. Keep building your super-team at Sport Clips and have fun while doing it! Thanks for joining and becoming a part of my community of small business owners. Together, we can do awesome things to help our economy thrive and grow!