Customer Service: Seriously, Did That Just Happen?

Customer service is all around us... When one hears customer service they might think restaurant, but it extends beyond setting a table correctly or serving the guest from the correct side.  CS is potentially everywhere - at the grocery store, the cab you travel in, the service company for your vehicle, even at your hairdresser/barber shop!

I had a recent encounter with poor customer service at my hairdresser's and it's wasn’t the first time. I'm sure that my experience is a common shared experience.  My hairdresser is my friend, in addition I'm very loyal to her, so I feel terrible about going elsewhere to get my hair done, but after-all I am only human and more importantly a paying customer. Being the strong advocate I am about customer service I can't settle for mediocrity.

Here's my experience: There were three customers before me, one cut and style, one for a relaxer, and the other a styling of dreadlocks. After waiting at the hairdresser for 3 hours it was finally my turn. Whew! My hairdresser and I struck up a conversation whilst I was seated in the chair and she proceeded to explain that business has been slow ever since she moved to her current location, which is 3 minutes from her previous location.  Keep in mind the move occurred almost 2 years ago.

She even went as far to consult in a spiritual person thinking that it may have been an evil spirit. There's no magic to providing customer service and certainly no spirit keeping the customers away. Be good to your customers and they'll be great to you!

Whilst at the shop, I observed several attitudes that may deter her customers besides her less than recent change in location:

1) She was constantly messaging on her blackberry, (it may have been customers but based on the girlish giggles erupting after reading messages, I doubt they were).

2) She walked out of the room several times and took private phone calls whilst in the middle of attending to customers.

3) A male friend visited her at work, then she stopped doing my hair and spoke to the same guy on the phone.  She spent at least 15 minutes with this friend while I was sitting there.

4) She had customers waiting for long periods before she finishes on the previous customer.

5) She tells clients she'll be there at one time and shows up much later.

 There's no hidden secret or any magic spray to bring customers to you, however exceptional customer service will bring customers through the door in hundred folds. All that is required is a bit of training in customer service and best practices to ensure customers come and stay with you.

I'm sure many people can relate to this experience I had, for it is not uncommon behaviour from hairdressers/ barbers! Customers know they have many options but sometimes accept mediocre customer service. For me I'll take my money elsewhere and there again she lost another paying customer and no magic spray will bring me back!

Please comment and stay tuned for more customer service posts!