Customer Service is a Two-Way Street

When the Customer is Wrong

3 Reasons Customers May Be Wrong

Customer Service is a two-way street.  Most paying clients feel they have the right to make extensive demands of service providers.  But customer service is a two-way street.  To expect great service is normal, but there are 3 ways that service providers and clients could be impacting the customer service experience.  I’ll use hair stylists and their clients as an example.

3 Reasons Customers May Be WrongTimeliness

A client that arrives 15 minutes late without notice can really mess up your schedule.  A client’s inability to keep to their appointment time can have a domino effect.  The remaining clients on your schedule may suffer a delay, which negatively impacts their overall experience.

Professionalism

For clients, no-shows are not only disrespectful but cost the stylist money.  Allowing a stylist notice to rebook an opening is only common courtesy.

Communication

An inability to explain needs and expectations leads to a bad experience.  “Are you a chair hopper?” This might be a great question to ponder when meeting a new client.  It’s possible that the last three stylists may not be the real problem.  Long-term clients are established because of honest relationships.

Examples of good client etiquette

  • Arrives 5-10 minutes early (or cancels within 48 hours)
  • Brings a list of questions and ideas for styles and treatment
  • Listens and respects professional advice and recommendations
  • Puts cellphone away during service in the chair
  • Books appointment online and makes adequate deposit for desired services
  • Readily discusses hair regimen, products and commitment to healthy hair

Customer Service is a Two-Way Street

Although a client’s behavior can impact service, it is ultimately up to the service provider to ensure the customer is satisfied.

Customer service is a two way streetTimeliness

Most clients expect you to be set up and ready for their service on time.  Rightfully, they may be annoyed if they beat you to the shop.

Professionalism

Make sure the salon environment matches your brand and advertised experience. An unprofessional atmosphere, long waits, or multiple clients at once can leave a bad taste in a client’s mouth.

Communication

Any great relationship needs open communication to thrive.  The client and stylist relationship is no different.  Setting clear expectations of policies in advance can avoid misunderstandings and disappointments.  Asking questions along the way can help gauge your client’s satisfaction throughout their service experience.

Examples of good service

  • Initial consultation for first-time clients to assess needs and make recommendations
  • Online booking – convenient reminders, direct line of communication
  • Ample time allotted for requested service with cushion to add on services as needed
  • Upfront discussion of policies, pricing, and payments accepted
  • Offers advertised experience to each client

 

About Lori Fisher 11 Articles
After gaining 22 years experience in business and management for a major corporation, I decided to launch my own brand to help other small business owners succeed.