How we rate customer service can be subjective. Question time- Is “good” customer service simply getting what you paid for? Your waitress takes your order, brings your food and gives you the check?
OR is “good” customer service when your waitress refills your soda, brings you extra napkins and makes sure to check in for any additional needs?
What about “outstanding” customer service? Is this when the waitress does more than is expected or that she just did the things that are expected, but really well? Well let’s set record straight.
Here are the definitions of the common words used when servicing your makeup clients:
- Customer Service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship.
- Good: of a favorable character or tendency
- Unexpected: Unforeseen
Do you want to be viewed as “good” or do you want to be viewed as “unexpected”?
Do you want to be favorable or do you want to be unforeseen (as in a pleasant surprise)? I would guess the later of the two if you value your clientele.
From a Client’s Perspective
Have you ever thought about what your makeup client experiences when they hire you for services?
From start to finish this is what each step looks like from a clients perspective:
- That first phone call or email to inquire about services
- The directions to your studio
- That knock at the door or check in at the front counter
- The wait period until they are greeted
- The way you lead them to your makeup chair
- What your makeup station looks like. Is it impressive, clean, organized?
These are just a few things. If you want our complete downloadable list clickhere.
It is ESSENTIAL that your customer service is AN UNEXPECTED UNFORGETTABLE EXPERIENCE.
1. Your customer service really begins on your website or social media. How user friendly your site is or how quickly you respond to a message all reflects your customer service. It is expected your potential makeup client has to fill out an intake form, it is unexpected when they can auto fill or be verified with Facebook or their Gmail login.
Tools to help with this task:
Formstack– Platform that integrates into sites enabling the user to login via social media (Facebook or Twitter) to auto fill forms. Formstack also integrates with other sites and software including multiple CRM’s.
2. When you make the client experience pleasurable and easy you are still doing what is expected. Think about how you can make it AN UNEXPECTED, UNFORGETTABLE EXPERIENCE. For example, when booking the client’s initial appointment you may have an easy scheduling tool or give them options over the phone for easier scheduling. But what if you also sent a text or email confirmation that included what they can expect during their appointment. What if you also gave them specific directions on what they needed to prepare for their appointment?
Tools to help with this task:
Bridal Beauty Pro– App for iOS and Android that helps artist organize and create a file for each bride. You can have all of the bride’s wedding day details, inspiration pictures, trial records and photos, together in one app.
Stylie One– Online based client manager that also had mobile support. Stylie offers POS and inventory management, scheduling, credit card processing, easy automation of emails, as well as a client relationship manager.
3. Once your client arrives, what do their senses encounter?
- What is the smell like?
- How comfortable is the chair?
- Will you offer them a beverage or a mint?
- What will your makeup presentation look like?
- Will you allow them to have their choice of music?
4. When the appointment concludes, good customer service would be if you suggested products they need, pre-book their next appointment and walk them to the door. Unexpected customer service would be to inform the client of your referral program, give them written or verbal directions on how to take the makeup off, maybe a small gift if the occasion is appropriate and of course your business card.
There are so many online print companies with templates for you accomplish this task. You can create different size handouts with little effort and get them shipped to your doorstep.
5. In order to make a client a repeat customer, you need to think about how you interact after the appointment. Do you keep in touch with annoying emails and advertisements? Or unexpectedly send birthday or anniversary notes? These can be done electronically (GOOD) or hand written and sent through the mail (UNEXPECTED). Now is the time to start building the relationship with your client. Continue to stay in contact and empower, educate and engage.
TAKE A TEST DRIVE ON THE CUSTOMER SERVICE FAST TRACK!
Challenge yourself to visit a favorite restaurant or salon and eat a meal or have a spa service done. Take the time to think about your experience from start to finish. Here are the things you will need to keep score on: Click here to download!
Add up the points and see your favorite place had bad, good or unexpected customer service! Use your experience to compare to what your client my feel and fix any areas that are just “good”.
So how do you make sure that you have UNEXPECTED CUSTOMER SERVICE?
- Write out in detail each time you (or any extension of you, i.e. website) come in contact with your client.
- Now write down your process for each time. For example a client inquires about your services:
- The client inquires
- The information is sent to your email
- You follow up with an email or phone call
- You answer any questions via email or phone call
- Now enhance each time with a few extra steps in your process. For example if we added to our list from above:
- The client inquires. AN AUTO GENERATED EMAIL IS TRIGGERED AND THANKS THE CLIENT FOR THEIR INTEREST IN YOUR SERVICES AND STATES WHEN THEY WILL HAVE CONTACT WITH YOU.
- The information is sent to your email. WITH IN 2 HOURS YOU RESPOND AND INTRODUCE YOURSELF AND PROCEED WITH ANY ADDITIONAL INFORMATION YOU MAY NEED TO SCHEDULE AND APPOINTMENT.
- You follow up with an email or phone call. YOU ASK WHEN IS THE BEST TIME TO CONTACT THEM AND HOW THEY PREFER TO BE CONTACTED. YOU THEN CONFIRM THE DATE, TIME AND CONTACT METHOD.
- You answer any questions via email or phone call. SEND A RECAP VIA EMAIL OR TEXT ABOUT WHAT WAS DISCUSSED AND WHAT THE NEXT STEPS ARE.
- Make sure you have a survey about your customer service and your skills to ensure you can improve upon anything that was not rated “unexpected” customer service.
SurveyMonkey is user friendly and can create very comprehensive analytic based upon the questions you create.
Remember: Dissatisfied Experiences are More Likely to be Shared
You have all decided at one time or another you were DONE with a certain restaurant, store, movie theatre, airline or makeup counter because the customer service was so terrible! You may have also decided that you would go out of your way and possibly travel a longer distance to get “unexpected” customer service. Statistics have proven that happy, satisfied clients tell 10 people about their experience. While unhappy, dissatisfied clients tell 30 people about their experience. You may have crazy mad artistry, but if your customer service is just “good” don’t expect to grow your business. Make your clients experience the unforgettable by practicing “unexpected” customer service.
Comment below with an example of “unexpected” customer service and you could be featured on our blog!