Servilles Mystery Shopper Exposé

Servilles, Auckland

Article by BR Merilyn

We sent Superhero Colleen off to one of Auckland’s best-rated Hair Salon’s, Servilles in Newmarket, Auckland.. Her mission was to book a wash and blowdry and then purchase product recommended to her by her stylist. So what was her real experience? Will it live up to its swanky reputation? Or is can it talk the talk. But not walk the walk? We find out.

BR: What is the assignment you’ve been given?

CC: Visit Servilles Newmarket in Auckland for a wash and blow dry

BR: Describe your first impressions when entering the salon.

CC: I called to make an appointment and the receptionist was so helpful and friendly giving me the best time suited to me. Whilst driving to my appointment I was called by the Salon to inform me they were running 15 minutes behind but assured me I would be made comfortable while waiting. I was blown away at this service. There was more than enough parking for me just a block away from the Salon so travelling and parking were a real pleasure on a Sunday afternoon. I walked through the door and was greeted by the receptionist and made comfortable with a flat white, some chocolate and a magazine of my choice while waiting for my stylist. This was an unbelievable first impression.

BR: What was the name of your stylist?

CC: Jennifer

BR: What questions did she ask you before commencing your styling?

CC: She asked about any previous hair salon experiences I had, asked me to detail exactly what I wanted her to do to my hair.

BR: What information did you give her?

CC: I told Jennifer I had bad experiences in the past with hair dressers and this really changed her styling routine with me to make sure she took her time with my hair. I informed her that my hair is very dry and brittle before she started washing my hair so that she could be aware to be gentle with my hair while working with it being wet. She said she was very happy that I was upfront and honest with her as most client’s don’t voice concerns and just walk out unhappy.

BR: Describe what happened during your consultation. Consider things like the environment you were in, your consultants, technician’s attitude towards you,  & how they approached you during your appointment.

CC: I was introduced to my stylist and she immediately apologised for being 15 minutes late and asked if they could offer me anything else to make me comfortable. Jennifer took me through to the washbasins and we first had a talk about my hair experiences and concerns before she commenced washing my hair. Her rationale was to use the correct shampoo; conditioner and styling products that are suited for my hair, which I was very pleased about. All the stylists who were on site during my appointment were very friendly and greeted when they passed by. The Salon is impeccable and almost clinically clean and well kept which definitely enhances the high-end experience you have in a Salon of this quality. My stylist Jennifer was happy to listen to me about my hair concerns and she adapted her styling techniques to meet my concerns and hair needs.

BR:  What did you like about your experience?

CC: I love the constant interaction from the stylist and they keep asking if you're happy and comfortable with what they're doing. I loved how they treated me as special customer and not just one of the masses from the street. After my blow- wave, Jennifer took the time to speak to me about what she had done and took me through all the products she used on my hair and showed me their complete range. I didn’t feel rushed to leave the Salon and they didn’t hurry me along to pay. I had some problems with my cards and I didn’t get any reactions of annoyance. They just patiently waited for my card to work (which it did eventually) and they actually ended up apologising, which I found amazing.

BR: What did you dislike about your experience?

CC: Absolutely nothing. Everything was beyond perfect.

BR: Were you happy with the outcome of your experience?

CC: My hair turned out exactly the way I asked it to be blow waved and the stylist took the time to explain to me how she achieved it.

BR: What products did you purchase and why?

CC:  The stylist recommended the product Kerastase Nutritive - Cera Trioleum $46. Its a serum that is used after washing, before blow drying protect the hair from heat while putting back moisture lost. It was recommend to me because my hair is quite dry and damaged.

BR: Would you return to this salon again (if you had to pay for it?)

CC: Yes. We discussed me going to the stylist to have my hair cut in about a month’s time.

BR: What else would you like to tell us about your experience at this salon?

CC: I don't just feel as if I had my hair washed and blow dried but I feel like I had a hair experience that is going to keep me smiling for a long time. The stylist treat you as if you're their friends and not just a client they are getting money from. My stylist was offering to take photos for me and we walked around the Salon to see where we could the perfect lighting. To me that is going above and beyond to provide a customer with an experience and not just a hair service. Servilles Newmarket,  will forever be top rated in my books as one of the best hair salons that I been to.

Footnote: Colleen was sent to independently mystery shop Servilles in Newmarket. Her opinions are her own based on her experience. This mystery shopping experience is completely unbiased and is not commissioned nor sponsored by Servilles in any way.