How to Turn Good Service Into a Great Customer Experience
I've been longing for an afternoon when I can check out for an hour and practice a little self-care, so I booked an appointment at my local nail salon.
As soon as I called and booked my appointment, I got a text confirmation with all the details. I also got a text reminder of my appointment, which was helpful. When I arrived at the salon, the receptionist greeted me warmly and asked me which color of nail polish I liked. I choose "Bubble Bath" for my nails and "Over the Taupe" for my toes. I didn't have to wait long as I had booked my appointment in advance as was taken to my seat. I sat down in their cozy chair and was immediately surrounded by the scents of lavender and lemon essential oils.
Two nail techs assisted me: one did my manicure, while the other took care of my pedicure. The first tech was super friendly and made me feel relaxed throughout the entire process. She asked was very attentive and asked me if I was comfortable. She also took her time with my nails, ensuring they were done perfectly.
The other tech, however, was the complete opposite: she was quiet and very short with me. She worked quickly on my manicure without any conversation, was a little rough on my cuticles, and seemed a little perturbed when I asked her a question. Although she did an adequate job, her lack of enthusiasm made the experience less than pleasant.
When the service was done, I thanked and tipped both techs and went up to the receptionist to set up my next appointment, and requested to have the same friendly tech who did my pedicure will be available. I did not request the other tech.
My experience at the nail salon is a perfect example of how important it is to train staff to create an excellent and consistent customer experience. The first tech was able to create an enjoyable experience for me through her attentiveness, friendliness, and attention to detail. The second tech did not do the same, and that made me want to avoid getting my nails done by her again.
Providing an excellent and consistent customer experience is essential for businesses to stand out from the competition and ensure customers come back. It involves going above and beyond what is expected in order to make sure every interaction with a customer is enjoyable and memorable and leaves them wanting more. But how can businesses do this? Here are 10 tips on how to turn good service into a great customer experience:
1. Start with the basics:
Your staff should be properly trained on customer services best practices, such as proper communication techniques, etiquette, and problem-solving. You should also ensure your staff knows the company’s policies and procedures. Staff should also be trained on how to use the necessary tools and technology that they need in order to provide an excellent customer experience.
Training your staff is key to ensuring an excellent and consistent customer experience. It is important to put in place an onboarding process that will help new staff gain the knowledge and skills they need to perform their job effectively. This can be done through online training programs, group workshops, and one-on-one mentoring. Spending the extra time to train your staff will pay off in the long run with improved customer experiences and higher retention rates.