I’ve been a reflexologist. I’ve also been a hairdresser. Check out my handiwork here.
Sweet eh? Hey, it was the 80s. That was high style at the time, okay?
Even back then, I was sought for my quality customer service. Clients stayed loyal, and were like friends – they shared their hearts with me, and I took seriously the responsibility of speaking into their lives.
My clients at the salon did not necessarily know I was having a bad day. My reflexology clients were unaware that I was going through some rough times at home. Our time together was about them. I put myself aside to serve. That is customer service. It’s sadly becoming a rare thing, this serving attitude. But, good news for us who win clients by going the extra mile – there is not alot of competition at that level, but there is a whole lot of customer loyalty. But we have to work to get there.
It doesn’t seem to matter what industry a person works in, principles of stellar customer service apply. The kingpin though – the thing that holds it all together – is consistency.
Anyone can give fabulous service to a customer once. Everyone can serve happily and willingly when they feel great and their customers are easy to love. But when service becomes inconvenient, or the clients are unlikeable, most businesses (and their staff) forget about customer service.
What does this look like practically?
Do what you say you’re going to do. Every time.
When you’re on the clock, put your client’s needs above your own. Every time. Even when it’s inconvenient.
Give the same level of service to all clients. Ugly, beautiful, smelly, rural, city, rich, poor, foreign, … doesn’t matter. Treat them well. Consistently.
For me, the most difficult time to do this is when a difficult client demands the extra mile. I give it, but it’s a whole lot easier to serve someone appreciative, isn’t it? But in the interest of consistency – integrity really – I do it. And I do it with a smile on my face.
What’s the hardest thing about being consistent with your clients?
What can you change to improve your level of consistency?