Trust through Transparency
It’s no secret that I don’t exactly relish long hours at the hairdresser. If I had my way, I’d avoid it altogether — except for two things: I have neither the desire (nor the skill!) to cut my own hair, and I’ve recently started blending in a few new white strands with blonde highlights.
With naturally dark brown hair, that means every three or four months I spend several hours in a salon chair. On a recent stay in Bogotá, I was nervous about finding someone who could manage bleach properly, especially since it’s not very common there. A quick Google Maps search led me to a nearby salon with a 4.9-star rating across more than 300 reviews. Promising.
When I popped in to check prices, I was given a full consultation. Sergio, the stylist, explained that their salon uses a lower-volume bleach over a longer processing time to protect hair, and includes a mandatory treatment mask in the price to keep it healthy. Most notably, because I wanted a fair bit of colour correction, Sergio was upfront: the appointment would take 8 to 9 hours.
I appreciated the honesty, but internally recoiled. Eight hours? That’s basically a flight from Sydney to Singapore — in a salon chair. Before I left, Sergio showed me his Instagram and the salon’s page so I could browse their work before deciding.
That night, I told Nico (my partner) about the quote and the timeline. He was just as surprised. But then we opened Instagram and got hooked. We watched transformation after transformation. I’m a sucker for those kinds of videos anyway, but even Nico couldn’t look away.
By the end of the scroll, my perspective had shifted. I trusted that the time investment would be worth it. I booked the appointment.
And it was. The experience was every bit as good as I’d hoped. In fact, it was the most effort I’ve ever seen put into my hair. Not only did it feel healthier than usual after bleaching, but I also left with excitement and reassurance that I’d found someone who could truly handle blonde. The value wasn’t just in the technical result; it was in the trust and confidence they built along the way.
🧠 The CX Lesson
Great service isn’t just about the transaction—it’s about creating trust and sparking emotion. Information reduces doubt. Emotion drives decisions.
🔍 Takeaways
Be transparent, even when it’s not easy. Clarity upfront builds trust and prevents surprises.
Show the outcome before it happens. Use stories, testimonials, or visuals so clients can picture their own transformation.
Remember: emotion can tip the scales. Technical skill matters—but emotion is often what makes people commit.
💭 What about you?
When was the last time you chose a service because of how it made you feel—not just the process or price?
