Wednesday, June 29, 2011

There's A Customer And She Wants Some Service


Yesterday, I had a really good service experience.

Shocking I know as blogs are usually vehicles for passive aggressive
rants about emo staff and business processes that have been designed
by a mentally challenged ostrich.

So what made it so good?

1. Listening: The consultant sat down with me and asked me open-ended
questions about my own lifestyle, needs and expectations. She then
relayed back to me what she had understood so I had the confidence
that I’d been heard.
2. Preference: At all stages, I was asked what my personal preferences
were and I felt in control of the situation. Preferred contact method,
preferred drink, and preferred time of the day for an appointment.
The experience was being customised to my needs.
3. Expectations: My expectations were managed all through the
experience. I was given three pricing options and asked about my
budget. I was told how long it would take and what results I could
expect. I was then given time to make a selection and assured that
there was no pressure for me to take the most expensive option.
4. Good business processes: Before the appointment, I was sent a text
confirming my scheduled time and the location and contact phone number
if I needed directions or help. I was greeted on arrival by first name
and sent a thank you email with a request for rebooking or feedback
when I got home.
5. The people were 'people people': Most importantly, the staff were
all friendly, could make polite conversation and were attentive to
basic things such as making sure I was comfortable, had a drink and
that I had found the place OK.

Simple things, executed well, and I walked out the door with a
reasonable dent in my bank account and yet still, a plan to return.
The owner told me they had a 90% customer retention rate so the payoff
speaks for itself.

Posted via email from cjlambert's posterous

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