People may forget what you said..
People might forget what you did...
But people will never forget how you made them feel.
Wow customer service, to me, is going beyond our customers’ expectations..
Wow in the dictionary means expressing astonishment or admiration. The verb - to impress and excite someone greatly. Simple, one might think? So, why is it that I am constantly frustrated with how I see people getting spoken too, looked at and looked after!!
I run an amazing 3 part programme in our academy that focuses on the 3 WOW’s - WOW Customer Service, WOW Consultation Skills and WOW Confident Action. Basically the 3 key areas to truly and consistently BE Fantastic!
Today I just wanted to share with you my 5 Steps to Wow Customer Service:
Step 1: Know your Shit
Make sure that your product & service is 1st Class! There are many factors involved in providing a fantastic client experience but it means nothing if it’s not meeting your client’s expectation and beyond. So know your stuff and if you don’t, Learn it!
Step 2: Be Bothered
Do you care, really care about making your clients Look & Feel Fantastic?
For you to give a wow service, it’s not just knowing what you should do to stand out from the rest - it’s being bothered to do it every moment of every day to every client. For example, giving a compliment, using our client’s names, remembering clients details etc. - the list goes on! These are all things we know our clients would like, however are we consciously being bothered to do it, all of the time?
Step 3: Be Interested
Let your clients talk and you LISTEN. How can you wow your clients when you are too busy talking about yourself and your own stuff? I really don’t want to sound rude here, but shut the bleep up! For me this is so important: listen and be interested in your clients needs and wants, find similar ground so you can build rapport, make that connection and build your relationship! This is a key part to building trust and making sure your client doesn’t go elsewhere.
Step 4: Be Helpful
This sort of fits in with ‘Step 1: Know your Shit’ - because the more you know, the more helpful you can be. Being able to give wow customer service, is having or being able to get the answers to any questions your clients may have, finding solutions to any problems they’re having and also giving fabulous tips to any daily challenges or bad hair days they may be having.
Step 5: Be Remarkable!
If you want to stand out from your competitors, then ask your clients for feedback. Find out what you are doing right, what they love about their visit to your salon etc.? Also welcome complaints with the same amount of enthusiasm - what areas didn’t meet their expectations? What areas need improvement? If you’ve built a relationship with your customer/client, you’ve listened to them and been interested and helpful, then they’ll trust you and want you to succeed.
Word of mouth is one of the most powerful marketing tools out there - so ask your clients this question (in your own way of course) - “how wonderful am I?” - oh and by the way, can you tell your friends and family about me too please?
Now let’s go out there and do some wowing!!
P.S. If you'd like to see more info on the WOW Programme that I run, have a look here: https://www.thefantastichairdresser.com/WOWPROGRAMME
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