Customers would be treated to the “Harper Method” — an elaborate 2-hour process involving head and shoulder massages, facials, and procedures with names like “saddle maneuver,” “strapping action,” and “checking motion” that were purported to stimulate blood flow and promote hair growth."
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>"At a time when customer service was still something of a foreign concept, Harper reinvested profits in enriching her clients’ experience, inventing the first reclining shampoo chair and a special sink with a unique cut-out for the neck."
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>"Harper knew that she had to maintain strict control over her brand and the quality of her service. She also knew she had to find operators she could trust.
She set out to hire women who came from a similar background as her: lower-class servants and housemaids who had the ambition and discipline to run a business but lacked the capital.
These “Harperites” were put through intense training to ensure uniformity and created a school where they were taught the Harper methods.
To own her own franchise, a Harperite would pay a fee (paid back as a loan over time), and agree to only stock Harper products — brushes, tonics, chairs, sinks. Harper chose each location and controlled signage and advertisements."