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Customer Service Isn't Difficult -- Set Yourself Apart

I recently found a nail salon, it was new and conveniently located so I popped in. I was immediately greeted by the owner and a nail tech came to take me to her station. I showed her a picture of what I wanted and we discussed options. She recommended a dip (powder) instead of gel and gave me her reasoning for her recommendation as it would give me the look I was seeking. Although the dip was more expensive, I agreed. I was exceptionally please with the result and she took extra care to ensure quality in the manicure, taking steps to avoid a heavy buildup of power at the hail base that is unsightly when the nail grows. Upon leaving I scheduled my next appointment with Michelle (I made sure to get her name).

A couple of weeks later, I returend, with great anticipation and another picture. I walked into the salon and no one greeted me. I sat down and several minutes later, a women asked me which service I wanted. I told her I had an appointment at 4:00 for a dip manicure. It was 4:10. She said it would be another 15 mintues before anyone would be available. I looked around the salon and did not see Michelle. I started to back out becuase I had left things in my office since the salon was within walking distance to my office. I was concerned that the office suite would be locked up at 5:00 and I had hoped to avoid that. The woman suggested that she would get started soaking my nails so that the tech wouldn't have to take the time to do that and it would expedite my manicure. I thought that would be a good use of the time since it would only be 15 minutes and it generally takes that long to soak off the powder. I sat down and soaked, after 20 minutes I realized the skin on my fingers was peeling so I took my nails out of the solution. I looked around for someone who was available to inquire about how soon a nail tech would be available but everyone was busy. I realized there was still powder (sticky powder) on my nails and although I could leave, it would be a mess. As I was deciding what to do one of the techs asked me to sit down and said she would be with me momentarily. I told her I'd just like to leave but she insisted and my nails were a mess. She did meet me at the station where I was sitting within minutes. I showed her the skin on my fingers. At that time, the lady who first sat me down at this station appeared and the two spoke in their native language. I imagined the tech working on my nails was explaining to her my disapproval. She first lady told me they would give me a parafin wax treatment for my hands and nails. I said I just wanted to leave but they insisted. Although it did feel good and I wasn't charged for it, I really just wanted to leave once the powder was removed. After more than an hour, I was given a $15 gift certificate and left with brittle nails and peeling skin.

As I drove home I wondered how difficult it would have been to duplicate the experience I had the first time I was at that salon. Needless to say, I will not return. That salon lost my business and sadly, if they had just mirrored my initial experience, they would have a loyal customer. Customer service isn't that difficult.

customer service isn't that hard
Manicures are a part of life

Remember this

The point of this blog is that customer service is a discriminator for businesses, and consistent customer service stands out. Have a standard for your staff and your business. It will set you apart from your competition and will yield you a loyal customer base. Take a page from the Starbucks mode and learn the names of your customers. Greet them with a smile. Express respect for those who spend money and support our business, where they spend their money is a choice. Lead them to chose you. If they walk into your business, it will not take much to keep them. But if they leave unhappy, it will be like moving mountains to bring them back. Small action go a long way.

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