I didn’t expect to think about my business while getting my hair done, but then, I’ve come to realise that some of the most unlikely activities can lead to some very pertinent business lessons!
Despite all the customers in the salon that morning being strangers, everyone felt inclined to speak in detail about their experiences with businesses both small and large.
Ask anyone about a customer service experience and they’ll usually recount a bad one in detail. Sitting at the hairdresser that day was no different. These strangers were keen to share their experiences, and most of them were not good!
If people are willing to share their feelings about certain businesses with total strangers, you have to wonder how many other people they’ve told don’t you?
On average, a dissatisfied customer will tell at least ten people of their experience. These days, the use of email and the internet could mean that they communicate their dissatisfaction with thousands.
As soloists, providing quality customer service is the one constant ingredient in the recipe for survival in a competitive marketplace.
With that in mind, here are the four customer service tips that I took away from the hairdressers along with my fancy new hair-do:
Be proactive
Customer service means different things to different people, but in a nutshell, it encompasses everything a business does that either directly involves customers or has an impact on them.
Ultimately, good service is doing the right things the right way. It involves putting energy and enthusiasm into all your interactions with your customers.
Be helpful even if there’s no immediate profit in it - your customers will remember your efforts.
And focus on the positive. Your customers want to know what you can do for them, not what you can’t.
Keep your word
Your customers expect you to follow through on your commitments. If you say you’ll ring back the next day then make sure you do.
What might seem an insignificant action to you may leave your client with a lasting impression of your business.
Add value to each customer’s experience
Listen to each customer’s needs and wants, and ensure that the experience they have is a memorable one that will have them making glowing statements about your products and services.
Provide after sales service
After the purchase of your product or service ensure that you still look after your customers. They need to feel that you value them.
Good service leads to increased customer satisfaction. Follow through with good after sales service and you’ll build loyalty too, and that means improved business outcomes and profits for you.
Good customer service is simply good business.
What customer service tips do you have make sure your customers give you rave reviews?
“ As soloists, providing quality customer service is the one constant ingredient in the recipe for survival in a competitive marketplace. ”
Maria Pantalone works with individuals and businesses to improve their communication skills so that they can professionally present their products and services with maximum impact. She specialises in assisting businesses improve their people performance by providing them with tools to communicate more effectively.
