Little Moments, Big Impact

February 8, 2017

Some Daymaking stories are about big gestures people remember forever. But more often, Daymaking is about little moments where there’s an opportunity to do something small to make a big impact.

Bethany Dorsey, assistant salon manager in St. Paul, says she puts the focus on these moments and on conversations that service providers have with guests so they can turn it into something big.

“For example, the other day, I asked a guest if she needed something to drink,” she says. “She said she needed coffee because her coffee machine broke that morning.”

After getting the guest her coffee, Dorsey thought of a way to make her day.

“We went over to a convenience store and bought her a bottle of Starbucks iced Frappuccino coffee,” she says. “We wrapped it up in an Aveda bag with tissue and presented it to her at checkout.”

The bag was given with a simple, “We have something special for you today,” and a note that said, “Love, Your St. Paul Team.”

The guest was thrilled. She wrote a glowing review on her guest survey and added: “Daymaking. I totally get it now.”

Another guest who recently visited the salon was nervous about starting a new job. So her service provider snuck a “good luck” card in her jacket while she was having her service.

“We like to be able to focus on those moments and figure out how to turn them into Daymaking opportunities,” Dorsey says.

“We always have the intention to be a Daymaker, but it’s following through that counts. And it means intentionally taking the time out to listen to guests and find a way to brighten their day a bit,” she says.

What Dorsey has figured out in her five years at Juut is that a small gesture may not take a lot of effort on her end, but can mean the world to someone who is hurting.

“It turns their day around and makes them realize there is possibility and hope,” she says. “And it’s so much fun to watch the ripple effect of Daymaking.”

Juut’s not the only company Dorsey has worked for, which makes her all the more appreciative of the culture.

“At other places I’ve worked, we cared so much about the numbers and what the client was doing for us—not what we were doing for them,” she says. “They were just numbers in the chair. Here they are guests in our space and we have a responsibility to make them happy, care for and love them.”

And while Dorsey says she was a little skeptical at first, after five years at Juut, she’s a different person.

“My outlook has changed on everything from my guests, my career, my co-workers and my family,” she says. “I’m more positive and I feel a lot happier. Even my husband, who works in a high-stress job, has been affected. I’ve heard him quoting Juut sayings in stressful moments to keep himself positive,” she adds.

Most importantly, Dorsey says she never dwells on past mistakes. “I can only change the future, and have to stay positive in the moment,” she says. “Keeping everyone aware of that mentality is important. We can be upset when negative things happen, or we can make a positive change and impact. Then hopefully the ripple effect will catch up—maybe all the way up to the White House!”