Customer Service that Reads Minds

Posted by Deborah Chaddock Brown on May 27, 2009 under Customer Moments, Resolving Conflict | 2 Comments to Read

I wanted to get my hair cut yesterday.  Something different.  Short.  Easy to care for.  I tried a salon I’d not previously visited. 

By the end of the experience I was unhappy with my look.  Whether it was the stylist or my poor communication – it doesn’t matter.  The result was – I was not pleased.  I didn’t say anything as I paid my bill, but I also wasn’t smiling. 

“It’s only hair,” I told myself.  I will try to fix it when I get home and soon it will grow out. 

However, when I arrived home there was a voice mail message on my machine.

“Ms. Brown, the owner saw you leave and commented that you didn’t look happy with your hair cut.  Nina wants to make sure that everyone is happy.  If you are interested, we would like to invite you back.  Nina will redo your hair to your liking.”

Oh my goodness.  I couldn’t believe it.  I hadn’t complained.  I hadn’t put up a fuss.  True – I probably wouldn’t have gone back.  But now I was embarrassed.  I looked back over my exit from the salon – had I unknowingly been rude?  I hoped not.  However, I couldn’t resist calling them back.  This seemed to be above and beyond.

“I received your call,” I said when the receptionist answered the phone. 

“Yes, the owner wants to make sure you are happy.  Can you come back in so that she can recut your hair?  It is very important to her that every customer is a happy customer.”

I went back to the store last night and Nina redid my hair.  The first girl was extremely pleasant and we’d had a nice chat while she cut my hair.  I had no quarrel with her and yet here was the owner coming back to the salon away from her evening with her family to work on my hair.

Impressive.  I couldn’t believe how in tune she was to my feelings – we didn’t have a conversation earlier in the day – we didn’t even make eye contact.  Yet she was so aware of her customers that she noticed from whatever my body language was that I wasn’t happy. 

• That’s customer service. 
• That’s going above and beyond. 
• That’s being aware of your customer and the experience they are having. 
• That sets you apart from your competition. 
• That shows you want to build a relationship with your customer so they remember, refer and return.
• That’s impressive.

I’ve had bad hair cuts or hair cuts that didn’t turn out like I hoped in the past.  It happens.  It’s hair.  It will grow back.  I wash it, style it and move on.  It is usually my fault because I can’t articulate what I want.  My fault.

Never have I experienced a salon that cared this much about their customer.  I will be back.  Check them out – if you are in NE Ohio, visit Nina Michelle Salon and Spa.  They care about their customers!

Maybe I’ll see you there – because I’ll definitely be going back!