customers

5 key points to 5* Customer Journey

Customer Service adds value to your business and builds long lasting relationships with your existing and new clients.

The aim of good customer service is to generate a buzz around your Spa/salon/brand.  Get them talking about you, about their positive experience and make sure they keep coming back.

So how can we define such a broad subject?

It simply comes down to the the professionalism of your team and their ability to deliver to a smooth customer journey.

From the minute a customer researches a venue, to the experience itself, you make an impression.

If you consider Customer Service to be your Unique Selling Point (USP) then it will become you and your team’s priority

5 points to 5*customer service

1.    Define your customer journey

Be extremely detailed as it will make the difference between a 5* customer service and an average one.

Start looking at the way the phone is answered, the welcome from reception, the retail experience, the treatment itself, the good bye, the communication thereafter. 

2.  Assess monthly

It's important you look at your business from your customer’s point of view. Sometimes we're so busy with operational issues we forget about how we make the customer feel!

Once a month, go in as a customer, see what they see and look at how other customers are being treated. It's also important to get a mystery shopper in once a month.  Get them to go on varying days and times to ensure customer service is always exemplary.

3.  Encourage and manage reviews

Reviews are your best friend when it comes to customer service. They're not only a great revenue driver but they're also very useful for assessing your business any time. Generate best practices through reviews by ensuring you're feeding them back regularly to your team. 

4.   Train your team to become leaders in customer service

If you want to be the best, you need to invest time training your teams. It shows them how seriously you take the matter. Training can take the form of team meetings, team building days, even a 15 minute meeting before shift.

5.  Be consistent

Although customer service can mean different things to different people, no one can argue about a smooth customer journey delivered with professionalism and grace

 

 

Valerie Delforge - Founder and CEO of Delforge + Co

Judge, Key Note Speaker, Commercial Trainer & Coach for the Beauty Industry

Become Commercially aware

www.delforge.co

 

 

Training in a box - late and no show customers

 

How to train your team to handle late or no show clients

Before you do this workshop you will need to ensure your policy is clear and precise. Write down your policy then hand it out to everyone at the beginning of the workshop and read it aloud for everyone to hear.

Ask if there are any questions before going ahead.

  • Divide the team into two groups (ideally you want to choose these groups so you get people who've never worked together before). Give each group a piece of paper and ask them to define what would deter a customer from being late.

Get each team to go through their answers and ensure you write down on a white board the valid points.

You want to find these answers:

To minimise No Show and Lateness all appointments must be confirmed. Spell out the policy when booking the appointment using the words: “we have a strict policy”. You can add the appointment to their phone calendar.

LISTEN, EXPLAIN AND AGREE AT ALL TIMES

Ask them to think of what they should say to a client that is late but can still attend their appointment.

Ask them to think of what they should say to a client that is late but cannot attend their appointment.

Ask them to think of what they should do if there is a No Show.

Once they have done this ask them to go through what they have discovered. You want to find these answers:

Sympathise and emphasise with the client but reinforce the policy.

Have a 3 time rules: I tell you once, I tell you twice, I even accept the 3rd time but after that, any other lateness and the customer will have to pay in full for their appointment. Each team should know to say to the customer: "remember to call us if you can't make it, the policy is now strict!". Ensure that your staff understand they have the power to politely reinforce the policy with their own clients.

Ask them to do role play. This is important even if they don't like it as it will reinforce the training. The key to this training is the clarity of the message. if you are clear and concise with your policy your staff will be too.

 

Valerie Delforge - Founder and CEO of Delforge + Co

Judge, Key Note Speaker, Commercial Trainer & Coach for the Beauty Industry

Become Commercially aware

www.delforge.co