On a different note, let me tell you about “Pal
Hairdresser”, Sector 9, Panchkula...
Dadaji* insisted as soon as he saw me that my beard needed trimming. So we went to Sector 9 into this cubby hole of a place, all neat and clean, air-conditioned (yes!) with three barber chairs lined up in front of a series of mirrors. You get the picture. Mr. Pal greeted Daddy with the respect only veteran faujis seem to engender. After a few pleasantries, he got started on my countenance with a confidence I simply couldn’t help noticing. A comb here, a snip there with his long, desi pair of scissors while romantic Punjabi numbers played on. I found myself giggling as the singer expressed undying love and devotion for his paramour in a language that I have to admit is just not one for romance. Bengali, check. Urdu, check. Telugu, perhaps… but Punjabi??
Dadaji* insisted as soon as he saw me that my beard needed trimming. So we went to Sector 9 into this cubby hole of a place, all neat and clean, air-conditioned (yes!) with three barber chairs lined up in front of a series of mirrors. You get the picture. Mr. Pal greeted Daddy with the respect only veteran faujis seem to engender. After a few pleasantries, he got started on my countenance with a confidence I simply couldn’t help noticing. A comb here, a snip there with his long, desi pair of scissors while romantic Punjabi numbers played on. I found myself giggling as the singer expressed undying love and devotion for his paramour in a language that I have to admit is just not one for romance. Bengali, check. Urdu, check. Telugu, perhaps… but Punjabi??
Anyhow, before I realized it, he
was working my sideburns, with a desi ustra (long blade razor), something I
have seldom allowed barbers to use after a nasty nick when I was 5. But today, it wasn’t an issue at all since I
just trusted the man. In fact I wanted him to keep at his work, so asked him
for a head massage.
(I asked Dadaji to
also get his done and Mr. Pal was ELATED! He promptly delegated my head and switched to Daddy’s amidst mild protestations from Dadaji – “jo thore
baal hain woh bhi gaye”J)
Overall, a great time; we went in for a beard trim but came out all relaxed
after the massages!
As I came out, I couldn’t help but reflect on how I felt
after my sessions at Hyatt and the hard truth is that Mr. Pal was a more
engaging, confident, talented barber head to head (no pun intended). And it
cost us a fraction of the Hyatt loot. I have seen a similar inversion of
service when I compare the random sales people in Shoppers Stop to the person
who sells shirts exclusively at that store in King Koti (next to the hosiery
place). Or when I compare the Surya café proprietor with the “manager” of any 5
Star restaurant. The traditional ones are leagues ahead of their modern upscale
equivalents. So what gives?
I think the difference is passion. Passion for their trade
leads to the desire to build expertise and then pride in their work. Many of
them are 2nd or 3rd generation traders and carry the
burden of legacy on their shoulders as well. Their confidence comes from their
expertise while their ability to “upsell” the customer (beard to sideburns to
massage) comes from specialization in their field that allows for deeper
insight into the customer’s psyche.
I think it’s no wonder that generic
department stores in malls are struggling to compete with e-commerce sites. The
latter are perfectly fine at meeting the specific needs of their customers. For
customers who desire customization Mr. Pall truly beats the average barber in
any 5-Star hotel.
* Dadaji: Grandfather
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