10 8 6 4 2 0
Client 1 Client 2 Client 3
CUSTOMER SERVICE SURVEY RESULTS
Offering the client drinks or reading/visual/interactive material. Makes the client feel waited on and pampered.
Tailored conversation. I.e. Remembering a previous conversation had with the client or noting down particular likes and dislikes of the client. This makes the client feel special and important which helps repeat business and verbal advertisement. Complimenting the client. Flattering the client yet still being honest with them helps build a strong stylist-client relationship. If your client trusts you they will feel content and satisfied with your work and be likely to give you repeat business. Listening to the clients needs and validating them. Following out their wishes or offering a professional opinion and advice in a friendly and helpful manner. This helps the client feel heard, understood and sometimes even a bit intelligent. Watching the clients facial expressions and body language. This can tell you alot about how the client is feeling and you can attend to them promptly if you suspect they feel uneasy or unhappy. This helps the client feel like they are your number one priority and have your uttermost attention at all times.
PART B: EXPLAIN 5 DIFFERENT FORMS OF FANTASTIC CUSTOMER SERVICE THAT YOU HAVE OBSERVED IN WORK-BASE. EXPLAIN WHAT IT WAS THAT MADE THE CLIENT FEEL MORE SPECIAL OR IMPORTANT.
The thing that annoys me the most about customer service situations is not being greeted or served. I could list a endless list of times this happens or even numerous times it happens in just one day but for the sake of this question I shall condense my answer to just one occasion. I was shopping on Broadway in New Market, looking to spend a decent amount of cash which is normal for me while shopping for the latest seasons must-haves.
I usually find most of the store people pretty accommodating if you are dressed nicely and imply you have money to burn. On this particular occasion I had my 3 children with me and was finding the sales people very uninviting. One store in particular stands out in my mind and that's Andrea Biani. The store people were rood and didn't greet me, they merely stared and whispered among themselves. They then went as far as asking me to leave as their store was not child appropriate and that it was upsetting their atmosphere and clientele. I left the store and decided to continue on with my shopping expedition even though I was disgruntled to say the least. I came across a second Andrea Biani on the same strip and thought I'd give it a gamble for entertainment sake. They store people greet me in a friendly and inviting manner. I told them that I appreciated their friendly service and loved their shoes however felt hesitant to make a purchase due to how I had been treated just moments ago at their other store. They questioned me for more details about what had happened and seemed genuinely empathetic and apologized for the other stores behaviour. I told them they couldn't be accountable for the other stores actions. I was then enlightened that the person I was speaking to managed both stores and that the employees would be dealt with accordingly. I felt satisfied upon hearing that as it showed me they take customer satisfaction and wellbeing seriously. I would definitely return to the store as I felt validated, heard and believe action was taken to improve customer service in the other store.
PART C: THINK ABOUT A SITUATION WHERE YOU HAVE EXPERIENCED POOR CUSTOMER SERVICE. EXPLAIN IN DETAIL HOW YOU FELT AND WHY YOU WOULD OR WOULD NOT GO BACK.
Some ways to give a more client focused salon experience are: Use media such as Ipads, touch screens, mood books etc for client consults. Clients love technology and the interactiveness of being able to scroll through or google search examples of what it is they are wanting and expecting. It also serves as something clients can do/use during their service for entertainment and enjoyment. Humans love gadgets and they will rave to their friends and family about it. Have client review forms/cards accessible and visible. Whether it be good or bad feedback always helps us learn so we are able to tailor and improve our services to meet the clients needs. Have a Facebook fan page for the salon where specials can be advertised and clients can leave feedback or questions. Update regularly, there's no point even having a page if it's not going to be up to date or clients questions are going to be ignored for weeks. Perhaps assign one employee to the page or share the responsibility as a team. Provided it's moderated ofcourse. Facebook is current and everywhere many businesses are now using it as a marketing tool for networking, free advertising, word of mouth and staying in touch with clientele without overstepping confidentiality boundaries.
PART D: EXPLAIN IN DETAIL HOW WE CAN GIVE MORE CLIENT FOCUS TO SALON SERVICES (IMAGINE HOW A CLIENT FEELS WHEN GOING THROUGH A HAIR SERVICE).