Are You a Customer Service Super Star?

 

     Let's talk about something often overlooked by professionals, yet never overlooked by the client. Customer service, or in our arena, client service. Many a tale is told about horrible service, yet you will be hard pressed to find stories about great service.  Since we are in a service business this should be a top priority in our tool box. Don’t bother marketing yourself to the masses if you don’t have exemplary client service.  I attended a class given by a gentleman from the Ritz Carlton hotel chain several years ago in Orlando on customer service. The Ritz Carlton is legendary for their customer service and he had great information to share. Why then if great customer service is so important do we have such a hard time finding it? With the onset of social media customer service horror stories are only a click away. So many rant over poor customer service but rarely rave about good customer service. So what are the key ingredients to great customer service?  Anticipate needs. Don’t just respond to them. If you know what your client likes to drink why not have it ready for her when she arrives for her appointment? If you know her favorite shades why not pick up ones at the store or the latest show and tell her I thought of you. Everyone likes to feel special and anticipating your client’s needs is a huge advantage in today’s busy, take a number and wait your turn business world. If you know there is a special event coming up for your client why not offer to get their appointments on the books before they get shut out, or you end up working extra hours. Also if you know you will be out of the salon during one of their appointment time’s look ahead to accommodate their appointment so they are not scrambling at the last minute. If your salon allows, why not offer a glass of wine after a long grueling day? 

   

      Clients so appreciate the little touches that make their visit an experience. If problems arise work diligently to find the best solution possible, even if you have to go a bit out of your way. Taking care of a problem swiftly and compassionately turns the problem into a great customer service experience. Sometimes it’s as simple as asking What is it you would like to have happen here? If there are mistakes such as in booking or miscommunication in pricing, own the mistake upfront. Don’t avoid it, deny it or try and bury it. Oftentimes when I have a problem arise I automatically assume the mistake was my fault. Saying I’m so sorry I must have miscommunicated or made this error myself, let’s look at possible solutions together. Many times the client will actually realize it is their error, but because they were not put on the defensive from the onset they are much more agreeable in finding a resolution. We all just want to be heard and understood, our clients are no different. When you go above and beyond your clients expectations, clients tell others. It is the backbone of client referrals having great customer service. BE a story they want to share that sheds the best possible light on your salon. It’s not hard to deliver great customer service but it is a decided practice. You must be present, so your client senses you truly care about them and the service you are providing. Make them the star for that half hour or hour service. Encourage them, compliment them and don’t forget to thank them, after all without them there is no us. Continuing to strive toward excellent customer service is smart business and smart marketing.

Get Out of Your Own Way

 

     Monday I had the opportunity to take a class with Brittany Foster called Get out of your Own way. Foster is a passionate business owner and Quite the entrepreneur. Besides running her own salon she had developed a natural product line and runs a nonprofit ministry called Be a Blessing. Her giving spirit drives her desire to help educate other business owners. The class I attended on Monday is the first in a series of 12 classes, one each month to address topics entrepreneurs need to survive and thrive in the business community. I wanted to share some take away nuggets I found spot on.

1.       Customer service is number 1. Make sure the customer comes first in your business. Think about meeting an over looked customer need. Not sure what that might be? Ask your customers.

2.       Join or create a specific or uncrowded niche. There is a lot of competition in the masses. Step off the beaten path and create something new. In a category of one, there is no competition.

3.       Take a risk. In order to make things happen you must get out of your comfort zone. Taking a risk involves being vulnerable, chancing failure. Take the risk anyway. You just might surprise yourself.

4.       Offer something exclusive to your business, something your competitors don’t. Do some research in your hometown. Set yourself apart by going above and beyond client expectations. Have unparalleled customer service.

5.       Always be on the lookout for a potential opportunity. Have cards, ever flyers with you at all times. I was just at Ulta this afternoon and ran into an old business contact that is in a new position with a few schools. She invited me to come speak to her students. I gave her my card and told her all of the students need to be listening to Nail Talk Radio.

6.       Be humble to connect with customers and employees first. Always think about how your business decisions affect them, put yourself in their shoes.

7.       Deliver Excellent customer service and you will stand out from the rest. There is so little attention paid to customer service people have come to expect a mediocre experience. Wow them with more.

8.       Continue to find ways to reinvent your current business practices to enhance your business. Don’t fall into the  “This is the way we have always done it”  trap. Look at waterless pedicures as an example. This concept was so foreign to so many professionals yet more and more is adopting this new technique.

9.       Become an expert within your industry. Do your homework. If you run a sloppy business no one will ever treat you better than sloppy.  I love her quote “If God gives you a vision He will give you provision.” 

 

Brittany also shared some hints and tips on building a successful brand on social media.  Make sure you do things the right way. Look at how people are going to view you. A brand is a promise that resides in your customers mind. Make good on that promise. Be consistent in your brand, stay structured and focused. Don’t be all over the place. Split up your personal and business account. Be content with who you are. Love who you are and what you are and build your true identity. Don’t be too proud or afraid to ask for help. Read up on areas you need to master or hire a professional if need be. Create a tagline that people can remember you by. Last but not least invest in your dream, put your money back into your business. Because investing in you is smart marketing.

Proper Care and Feeding of Clients

     Today’s tip is the proper care and feeding of a clientele. If you are just building or almost fully booked proper care and maintenance of your clientele is essential for your long-term success. The average technician loses an average of 5 percent of their clientele per year through no fault of their own. Clients move, they unfortunately move on to the big spa in the heavens, their economic condition changes dramatically. Whatever the circumstance we need to be constantly monitoring our current clientele.
     Thanks you’s are essential. I know I’ve talked about his before, a nice handwritten note especially after the first service but how about just because. Maybe you know they got a promotion at work, maybe they had a few difficult weeks or months or year for that matter. If you haven’t seen a client in a few months, chances are something’s up. Don’t ignore the warning signs and take the passive route. Take action with a phone call or a quick email, or yes that hand written note. Something like I’ve noticed that I haven’t seen your smiling face lately and just wanted to check in to make sure everything is alright with you. You may want to offer an incentive to return, It’s up to you to decide how you manage your offers. If you haven’t seen clients in more than a few months try a “Miss you” promotion.

 

     Same theme, maybe offering new items or services since they have come in. I sent out an email to my entire list when I started offering Shellac and it brought clients out of the woodwork. If you are consistent with your efforts chances are eventually something is going to strike their interest.
Do you send your guests home with an instruction sheet to ensure they successfully maintain at home the professional service you gave them at the salon? I am including a link in my blog this week from Beauty Tech that has many useful ideas to use in composing your own client letter. http://www.beautytech.com/articles/consumr.pdf
     Things like, treat your nails as jewels not tools, check your grip when lifting heavy objects to make sure you don’t break a nail, wear gloves when you do housework and gardening. You know all the things you think they know but don’t. I know a tech that makes her clients sign off that they have read her “10 commandments of nails” before she will guarantee her work.
Do you recommend the right retail for them to be successful? Are you educating them about their nails or just providing a one time service stand? Are you building relationships or counting cattle? Do you follow up a new client service with a phone call to see how they liked their visit? Find out if they have any questions or challenges with their new full set or treatment products. If they are not happy, catching problems early and fixing them will score you big points toward the future of the relationship. I worked with a girl that had one of the first mobile nail salon service businesses in the country. While she was building she was truly a one woman band. She would work all day and at night, in her best British accent, call her clients back to see how they liked their visit. Needless to say she built her business with a strong foundation of loyal clients. So in these challenging times it is more important than ever to keep in touch so you don’t loose touch with your clients.

Why do I Twitter???

Everyone is seeking the value in Twitter. I can tell you why I twitter. Yes I can keep up with friends and family one tweet at a time. More importantly I Twitter for valuable information. Many Twitterers that I follow are Internet marketing gurus. These Gurus are writing a new chapter on business for the next ten years. If you are not following these trends you will be stuck with an 8track tape existence. Playing with outdated equipment and outdated business tools. Successful people have the right tools in their tool box to be successful. If they don't have the right tool, they seek it out. They don't wait until it interrupts them. A great idea rarely jumps out at you and interrupts your day. Today I am sharing a twitter post that has value. I am giving it to you to add value to you. The only way to have more and be more is to learn more and do more to add value to what you bring to the business equation. Enjoy this excerpt from Dr. Wealth on Twitter:

You’ve probably heard the saying “It’s easier to keep an existing customer than to get a new one.”
Well, it’s more than just a saying, it’s true.
That’s why you want to take very good care of your current clients or customers and do whatever you can to give them lots of reasons and opportunity to buy from you over and over again.
Who wants to constantly be out there pounding the pavement looking for new clients and customers? That’s a lot of work. It’s much easier to up-sell or cross-sell to people who already know and love you.
Here are 10 tips you can use to put a successful Relationship Marketing program into place so you can reap the benefits for years to come.
#1 Create a customer database or file
Whether you have many clients or customers or just a few,make sure you keep records with important details about them.These details may vary depending on your line of business,but they may include their purchase history, special date such as their birthday or anniversary, family member names or their favorite restaurant or leisure activity.
#2 Never take your customers for granted
Your customers are the reason you are in business.Never assume they will always be there. Continue to earn their trust and show them you care and value their business.
#3 Show your appreciation
Do little things to show how much you appreciate having them as a client. Send them a thank you card or token of appreciation.Do something nice for them. Sometimes its even as simple as just saying “thank you.”
#4 Stay in touch
Find ways to stay in touch with your clients. Send out a regular newsletter. Clip and send them news articles about their industry or issues they are concerned about. Make regular telephone calls or send email. Send holiday cards. Use these tools to remind them you’re still around and that you still care.
#5 Take an interest in them and their business
Ask questions. Find out what their challenges are and see if you can help them. Show them you understand their business or their issues and you’re interested in more than just their last purchase.
#6 Serve them
Make it a priority to go out of your way to provide services that truly deliver and make your customers’ lives or their businesses better. Provide great customer service. Do whatever you canto help them achieve their goals.
#7 Give extra value
Exceed expectations. Give more than your clients are expecting so they are dazzled and anxious to work with you more. Act as if their business is your business and their problems are your problems and help them any way you can.
#8 Ask them what else you can do for them
Find out how else you can serve them. Other products or services you might be able to provide to help them reach their goals and be more successful. Take an interest in looking beyond your last sale into how you can help them even more.
#9 Be responsive
Always respond in a timely manner to your clients. Get back to them quickly when they have a question or need help. Return phone calls and emails promptly. Be on time, or better yet, be early for meetings and appointments. Being responsive tells your clients you think they are important and that you respect them and their time.
#10 Make things easy for them
Always be looking for ways you can make things easier for them.If you meet with clients in person, go to them instead of always making them come to you. Make it easy for them to use your services or buy your products in ways that are convenient for them.Give them options and choices.
If you put these steps into action, I promise you your customer relationships will be strong. And, when you make your customer relationships your top priority you’ll be rewarded with long-term,profitable clients.
(C) Copyright 2005 Debbie LaChusa