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Posted by on Jul 2, 2011 in Influence FIVE!, Social Media |

I’m a Sucker for Great Customer Service

I’ve often said that if you don’t appreciate Great Customer Service, then you deserve the less than great customer service you get.

As customer service seems to be worsening in all industries, the “greats” really stand out, and I love to recognize them.

A Super Wash, Cut and Style

Yesterday I went to Supercuts. It is a chain salon, where often turnover is high and customer service is average. I went there because I had made a snap decision to get my hair cut and knew that the chances were good that I could get in and out on my lunch hour without an appointment.

Matthew Silveira was my stylist. I asked him for a wash, cut and style and mentioned that the wash was always the best part because of the head massage. Matthew prepped me with the cape and neck wrap while engaging me in polite conversation. After I sat down and leaned back at the hair washing station, he laid a warm moist cloth over my face scented with lavender. He also asked me if I had any sensitivity to a tea tree oil shampoo. It was obvious that Matt had listened to the massage comment because it seemed that he spent extra time massaging during both the shampoo and conditioning. I was already impressed with his attention to detail.

Matt then escorted me back to the chair and proceeded to ask me questions to make sure he understood what I wanted. He used my name when he talked to me.  (Hint: People love to hear their own name, including me!) It didn’t matter to me that it was written on the sales slip on the counter in front of us. If you know someone’s name, see it on their sales slip, credit card, ID, or name tag, call them by their name. It enhances your connection to them.

At various steps during the haircut, Matt check with me to make sure that he was on track with what I desired. What I loved most was that when he finished with the style, he used both hands to give it some lift, like an artist beholding his masterpiece. Pretty cool!

Looking for a stylist? Call Matthew Silveira at 916 534-4191. He is in Rocklin.


A Great Habit

In the evening, we went to The Habit on Pleasant Grove in Roseville to pick up charbroiled burgers to take home for dinner. Everyone is polite and customer service oriented but Nikolas Stevens really stood out. As we were getting our drinks and condiments, he engaged us in conversation from behind the counter where he was busy working. He asked what we were doing for the weekend and shared with us his plans for the holiday weekend. He was just as engaging with me as he was with my daughters.

As we waited for our food, we saw how he interacted with his manager, Maggie, and began right away to execute her latest instructions. He displayed amazing work ethic along with the excellent customer service skills. Kudos to you Nikolas! That is an awesome Habit to have!

What examples of great customer service have you seen lately?

How do you recognize it?