I went to a new dentist the other day and pretty much fell in love with everyone there. Not only was the office immaculate (a top priority in both a dental office and a salon), the staff was warm and efficient, and the decor was designed to put you at ease. What sealed the deal for me was the thank-you note I received from the dentist a few days later. Her hand-written note thanked me for my patronage and encouraged me to contact her with any questions about my care.
It really brought home to me just how important basic customer service is in the salon. Coincidentally, today I came across this article written by Keith West-Harrison, chief enrichment officer of Spa Enrichment Strategies, reminding us about some of those basics:
Fulfilling Our Customer’s Five Basic Needs
1. Each guest must be warmly received and made welcome. Offer a prompt greeting, a smile, handshake, and a sincere, friendly tone of voice. Spa guests are often intimidated; we must over-compensate with friendliness and warmth to put them at ease.
2. Each guest deserves to receive your full attention. Don’t permit distractions; stay focused on them. Listen. Maintain eye contact. If you are busy with another guest, acknowledge them warmly and let them know you will be with them shortly; if possible, invite the guest to make themselves comfortable.
3. Each guest wants to feel valued and important — to belong. Ask questions. Think about their needs and wishes. Listen. Don’t put completion of job activities before their needs. Ask their opinion. Solicit their feedback.
4. Each guest must be invited to return. “Please come back soon!” “We’ll look forward to your next visit.” Let them know we’d like them to come back.
5. Each guest wants be remembered, even in their absence. A thank-you note, a follow-up phone call, a birthday card. Remember their name on a return visit.