How good are you at serving customers?
I just recently visited a new hair salon. The front and back end customer service were like two opposites. Not a single bad thing I could say about the front office operations. A lady greeted me, smiled, offered a beverage, etc.. all check points here. Back office – where the “meat and juice” lays was a disaster. My hairdresser had NO opinion of what kind of style might fit me, in 2.5 hours I was there, I could not force a smile on her face, she took half an hour longer than I was told which made me late for another appointment, I was left alone for almost an hour while waiting for color to set (yes, no checking, inquiring how I was doing), finally, my hair problem areas were not addressed. No wonder this salon needs to attract clients thru third parties and offer services for a fraction of the cost.
Here are some rules about good and great customer service
4 customer service DOs
- NEVER argue with a client. If there is any kind of miscommunication, listen to what a client has to say and come up with a solution that will make the client happy
- Always SMILE. A smile can buy a client, and lack of it may lose a client forever.
- KNOW your work. A client will notice if you’re not good at what you do and will make sure others will know about this too. So if you’re not as experienced, ask people you know to help you to practice your job. If you’re a hairdresser, offer your friends haircuts or color for pennies or pro bono, so you get to practice more. There is nothing wrong with learning; this only shows that you care to be better.
- EXCEED customer expectations when they lease expecting
Overall goal is that client is back for more services. If your client is happy with your work, he or she will be back, will send you referrals, leave you more tip, etc. At the end of the day, you’ll be better at what you do and will earn more money.