It Doesn’t Take Much to Make People Feel Like a Movie Star
It Doesn’t Take Much to Make People Feel Like a Movie Star
I had a Drybar appointment scheduled for 5:15 p.m. on a Sunday afternoon.
If you aren't familiar with Drybar, it's a salon where they wash and blow dry your hair. That's it. No cut, no color, just wash and dry. It's a guilty pleasure of mine, and I love to work on my laptop while someone else dries my hair. Win-win, right?
Anyhow, the appointment was at 5:15. I arrived right on time.
By 5:45, I was still waiting.
I could feel the frustration creeping in, but honestly, I let it go. It was a busy Sunday. Things happen. I'm reasonable. I mean, it's literally washing and drying hair. No biggie.
When they turned on the water to wash my hair, the hot water wasn't working. It was freezing cold. And side note... this happened to be the coldest day in Orlando in 16 years.
Again, slight irritation, but no biggie.
I literally remember thinking, "I'm a privileged white woman, and this is not a big deal. I'm just happy to be here." So I stayed quiet, wrapped myself in perspective, and tried to move on.
Then something interesting happened.
The manager came over, knelt down next to my chair, and said:
"We really appreciate your patience. We're going to have two people dry your hair so you get out at your scheduled time, and we'd also like to offer you a complimentary add-on of the Liquid Glass treatment today."
That was it. No defensiveness. No excuses. No waiting for me to complain. Just acknowledgement, accountability, and action.
Suddenly, I had two people working on my hair.
I went from quietly frustrated to feeling like a movie star.
And the Liquid Glass? It is amazing. It smooths and straightens your hair beautifully. But in reality, it's a few sprays from a bottle. It cost them next to nothing.
The impact, however, was huge.
The Lesson
It doesn't take much to make people happy.
What it does take is awareness, ownership, and the willingness to make things right before someone speaks up.
That manager didn't wait for me to complain. She didn't explain why things went wrong or how busy they were. She simply recognized the situation and made it better, and it cost her next to nothing.
That's great customer service. And it's great business.
Accountability Builds Trust
At its core, customer service isn't about perfection. It's about responsibility.
Things will go wrong. Schedules slip. Technology fails. Hot water stops working on the coldest day of the year. What matters is how quickly and sincerely you respond.
When someone takes accountability without being prompted, it sends a powerful message:
We see you. We value your time. We care about your experience.
That's what turns frustration into loyalty.
How This Shows Up at CNTV
This moment stuck with me because it's how we strive to operate at CNTV.
Live events have tight schedules and a million moving parts. When you're producing video on-site, things don't always go according to plan. Flights get delayed. Audio fails. A speaker runs long. Internet drops. It happens.
Our job isn't to pretend it won't.
Our job is to own it, communicate early, solve the problem, and make it right before a client ever has to ask.
Sometimes making it right means reallocating resources behind the scenes. Sometimes it's staying late. Sometimes it's adding a deliverable, a reshoot, or extra support. Whatever it takes to make it right, and to make the client feel valued.
Just like at Drybar, the fix doesn't have to be expensive or dramatic. It just has to be thoughtful.
Be Proactive, Not Reactive
The biggest takeaway for me is this:
The best customer service happens before the complaint.
When you recognize frustration, acknowledge it, and act quickly, you don't just solve a problem. You create a moment. And moments are what people remember.
I left Drybar not thinking about the wait or the cold water. I left thinking, "Wow. They really took good care of me."
That's the goal. Every time.
Because when you make someone feel seen, even for a moment, you don't just fix the experience. You elevate it.
And sometimes, all it takes is a few sprays of Liquid Glass.
Author
Carrie Ferenac
July 23, 2026