Customer Service
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Reading Time: 2 minutesEarly on in my career, I made the mistake of asking an upset client, “What would you like for me to do?” when trying to resolve a complaint. That literally sent the client over the edge. Her reply was, “I want you to give me a solution!! That’s why I’m calling you! Don’t ask […]
July 28, 2019
Reading Time: 2 minutesThey say the biggest challenge in business is communication, or lack thereof. I believe this to be true. How many times have you had a staff meeting where you announced a new policy, or a new system and within a week, the team is back to doing things the old way? Does that sound familiar? If […]
August 25, 2016
Reading Time: 3 minutesHere’s a typical scenario. Your stylist Julie suddenly has a rash of morning cancellations. You start calling her afternoon clients to see if they might want to come in earlier. You leave a bunch of voicemail messages, and yet no one calls back. Sound familiar? Does it seem like more and more clients aren’t checking their […]
April 16, 2016
Reading Time: 3 minutesHow does your salon team recover when they drop the ball? When a guest returns to the salon for a color adjustment or haircut adjustment, do you follow up with them to make sure they are completely satisfied? If you don’t, you should. The key to 5-star customer service is in the delivery and most […]
February 28, 2016
Reading Time: 4 minutesEvery business owner knows that you need employees and customers to survive, but the question still remains. Who comes first, the employees or the customers? Some might argue that customers always come first. They are the ones who “pay the bills”. Others might argue that employees come first. Without them, the real work of the business can’t get […]
May 7, 2015
Reading Time: 4 minutesEvery time I’m on the receiving end of bad customer service, I find myself asking, “Oh God, have our clients experienced this kind of service at the salon?” Recently, I had an unfortunate incident with my new Mini Cooper. Now, don’t get me wrong. I absolutely love my Mini, and I quickly became a raving […]
