Great Customer Service Is Simple & Almost Nobody Does It | Drybar Founder

It's unbelievably impressive to have 150 locations, which means that you have learned so much about picking great locations.

What would you say to somebody who is looking to put their business in a physical location of things to do and things that you would absolutely avoid?

Well, I mean, there's a couple of things and it's funny thinking about it now.

I feel like it feels really simple to me once I say it.

You'll be like, yeah, that all makes sense.

It's like, you know, proximity to other things, right? So, especially for Drybar, it was definitely like in and out service, even though, you know, you're in there for almost an hour, but you want to I wanted to create convenience as much as possible for women.

So if I was in a shopping center that had like your nail salon, a place that you'd meet your girlfriend for lunch, a place that you'd work out, the grocery store, like common use.

Like I always wanted us to be in places where you could do other things because that would make your life easier.

You know, we were never going to be, I never wanted us to have a location that was like like remote and like a pain.

I mean, you know, every now and again, there'd be some that were a little outlier to that, but that was always what I was looking for.

Like I want us to be in a shopping center.

that people want to go to for other things so that Drybar doesn't feel out of your way.

It's like, oh, I can fit, you know what, I can fit a blowout right after my manicure today.

Or like, I'm going to work out at SoulCycle, shower, which, you know, SoulCycle was so big when we were growing, and then pop into Drybar.

You know, it was always, we always were very strategic about who we opened up next to.

That was a big thing.

I'll say the other big thing was you can open in like the right city on the right street, but on the wrong side of the road.

which is like paying attention to You know, growing in L.A. and, like, even New York, because I knew those cities well because I lived in L.A. and New York, when we would go to open – one of the shops that we opened that actually happened to was in Long Island, New York.

We opened in an area where it was, like, two shopping centers that we were looking at that were right across the street from each other.

We ended up going with one that we shouldn't have because it turns out the, like, behavior of the parking – To get into the lot, you had to make a U-turn.

Something seemingly very small.

But it really hindered our business.

The other side of the street, the other shopping center, booming all the time.

Wow.

Which is exactly my case in point.