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I checked into the airport in Vancouver and I had some time to burn. So I wandered around and ended up at this salon. I don’t normally use airport salon’s, but I looked at my nails and they could use some help. So I figured, why not. I checked in and ordered their express manicure, pedicure package.
Often when I get these types of services I never speak. I don’t know why; I am just not inclined to bore the person providing a service with my life story. However, this time it was different. When I met Jane, she was so friendly and bubbly. The way she conducted herself, I could tell she really loved her job. So when she asked me questions, for some reason I answered and we never stopped talking the entire time.
Along the way I shared that I was in customer service. We had a delightful conversation about service in general and why she loved it so much. She had been working at this salon for 7 years. It was clear she had the helping gene in her DNA. You know this gene. The one where you just are born to help others! Throughout the service, she was a delight and consistently checked in on me and was thinking of me at all times.
It came out in conversation that all of her co-workers had been in the same salon for 7+ years. They loved what they were doing and most especially took a lot of pride in helping customers. It was also interesting to watch them work together. It was as if they could complete each other’s sentences and predict when others would need a quick help.
As I reflect on this experience, it reminds me of the importance of creating delight with customers. For newer customer service managers or executives here are some quick tips to think about as you build out your service experience.
- Everything starts with culture and your people – Often times customer service decisions are made that focus on metrics or measures. Which are good indicators for success, but not the foundation of success. Hiring, retaining, and motivating the right people will be the keystone of your success. These people will build the culture that delivers the measures that demonstrate success
- People do business with People – Never forget that each of your customers want to be heard, engaged, and helped. This is the reason they are contacting you and they want to be helped 100% the first time
- Customers build the company – Understanding the value of each customer and how you can surgically invest in them, will help you ensure you can retain them. And encourage them to talk positively about you. Nothing is more important than lifetime customer loyalty
- Communication makes things happen – Customer service is not an organization. It should one of the key purposes of a company. You are the facilitator of the experience and you have any opportunity to influence key stakeholders to make smart decisions that will deliver true customer success. One of your toughest and most beneficial opportunities will be to keep folks in the company aligned on what true customer success looks like and how to deliver it
- Align on Value, not Cost – Often times service organizations are viewed as a cost center. In some companies they are seen as a necessary evil. I encourage you to think of your organization as a value and profit center. Identify how the work you do on a daily basis can deliver empirical value and demonstrate it again and again. Once key leaders see this value, your ability to do amazing customer service will have just begun
I can’t for certain say all of these areas existed at the salon that Jane worked at. What I can say is that I felt all of these things must have existed because I walked in not planning to talk and only tip the standard %. And I walked out fully pleased with my experience and tipping 2.5x the normal rate.
So to Jane and all of those out there like Jane; please keep up the amazing work and know that the next time I pass by that salon in Vancouver, I’ll stop in for another lovely conversation and great service experience!
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