As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about customer satisfaction,customer service skills, and training. She really makes it a wonderful customer experience. I realized why I’ve stayed with the same hair stylist for more than 7 years……
I ALWAYS leave with a smile on my face. Yes, Mary always does a good job and her price is very reasonable, but it’s the fact that she always makes me feel good during our short time together.
Without consciously knowing so, she follows many of the strategies that successful companies follow….
She greets me warmly. I always get the big smile and the genuine questions about what I’ve been up to and how I’ve been. She also makes a point to tell me how glad she is to see me.
She makes a point to know my preferences and interests. Without making it obvious to me, she takes notes on what I’ve told her that I like in regards to my cut and style. But more importantly, she makes notes of things I’ve told her about my family and interests so that she can ask me about them at the next visit. That shows me that she really wants to demonstrate to me that she is making an effort to engage me. I’m also tickled that she took the time and effort to ask.
She LISTENS to me. Whether it be concerns about how I’m trying to style my hair, or about an issue I’m sharing with her about life in general, she really listens before offering advice. Often, as customers we get frustrated when the vendor tries to push their ideas or solutions on us before we feel that they truly understand what we are saying. By listening, we can better understand our customers and sometimes discover an issue that they couldn’t vocalize easily.
She offers her suggestions with a few options. Once Mary understands what I’m trying to accomplish, she’ll tell me two ways that we can get my hair to do what I want. That way, I make the decision between a cutting option or product.
She’s one of the nicest people you’ll ever meet. Mary is truly one of those people that you consider yourself lucky to know. She is the perfect person for her trade and as a business owner. It’s in her DNA to get to know people and serve them in their best interest. More importantly, she’s engaging, funnier than most comedians, empathetic, and just outright friendly.
This is the tricky part for some companies. It all starts with the hiring decisions that we make. When we hire the right person, the rest is pretty basic. Hiring the right fit for your culture and customer service standards is 90% of the equation.
All of these factors put together are the reason why I refer so many of my friends to her. I really don’t even focus on what a great job she does or her reasonable price, but start by saying how much they will love her because she is so nice and friendly.
If you’d like to get a better feel for what it takes to accomplish the same feelings with your customers, watch this free video series I just put together. It briefly summarizes what your customers are looking for and exactly how to deliver it. http://kristinaevey.wpengine.com/5-step-blueprint/