When’s the last time you experienced mind blowing customer care?

When’s the last time a service provider treated you so well that you:

a. Wanted to tell everyone how special you felt after your encounter with this provider?

b. Wanted to say, “Please come work for me, I think you’re awesome!” even though you don’t have a position open.

c. Thought to yourself, “Ok, this person just won me over and I am now a loyal client of theirs… no matter what they charge for their offerings.”

My guess is, it’s been a while since you have experienced an elevated customer care experience because sadly, really good customer care is hard to come by these days.

Now you’re probably going to cringe when you read this, but it’s the truth…

I am highly sensitive to giving and receiving top-quality customer care because I was groomed to see the importance of it starting at the early age of 15.

You see, my dad owned a bar and I had to work there on Saturday nights.

I know, I know… it sounds illegal and inappropriate (and probably was), but my bar gig is where I started to learn so much about running a business and most importantly about how crucial customer care is when you want to achieve and maintain success.

(Side Note: When you learn how to handle drunken dimwits you can handle just about any type of customer with grace and guts.)

Pre-Job Training From Dad:

“Lori, the customer is always right. If you have a problem with that, then you bite your tongue, find me, and tell me off, but you never ever act anything but polite to a customer.”

Well Dad was on to something, and I have taken that advice, and fine-tuned it, over the last several years.

I believe taking pride in offering a high level of quality customer care is one of the top reasons I have been blessed with such a wonderful beauty biz.

Since Dad’s training, I’ve come up with my own Top 3-Tips on How to Create Remarkable Customer Care:

1. Be Kind With Spine

Clients are like kids and pets – they need systems and structure, and will view you as a respectable professional if you have clear business boundaries.

Politely, let your clients know that you have created no show, later-runner and last minute cancellation policies with their best interest in mind. Let them know if your schedule runs smoothly you can offer top-quality service on the days and times that are the most convenient for their (the clients) busy schedule.

To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity. ~Douglas Adams

2. Pay Attention to Your Relational, Social & Emotional IQ’s

One of the quickest and most powerful ways to gain client loyalty is to honor the person by providing a space for them to feel heard, to feel safe and to feel special.

As beauty biz practitioners, we provide much more than facials, waxing, lash glam and an occasional spray tan. We have the opportunity to give the gift of TLC… and people appreciate this unique type of care.

To give authentic TLC, we must pay attention to how we are showing up in our work environment.

Service providers who recognize and fine-tune their relational, social and emotional IQ skill set prove to be very successful even if their offerings are not packed full of fancy and expensive equipment.

Here are some words (surrounding relational, social and emotional IQ’s) that can make or break client loyalty:

Empathy – the ability to understand the feelings of others and their struggles
Appreciation – a full understanding of a situation
Helpfulness – being fully present and being of service from the second a client shows interest in your offerings
Respect – honoring another person’s time, energy and desire to look and feel beautiful
Convenience – creating ease of investment for your clients

3. Provide Excellent Customer Care Communication

There are 2 types of communication that will create an amazing customer service experience for your clients.

1. Unspoken Communication:

Eye contact – when it’s time to suggest treatments or retail products, look your client in the eye and speak with confidence

A warm smile – this can open a million doors

Be fully present – leave all drama at the front door each morning – remember your clients aren’t paying you to listen to your problems

2. Spoken Communication:

The words you use – chose your words wisely to insure you serve with professionalism

Pre-calls – say hello, welcome them in, thank them for choosing you, and let them know how to find you, where to park, and what your cancellation policy is

Follow up consistency – check in with them a few days after the appointment… let them know you care beyond the check out process

Say Thank You – send a handwritten thank you note… it speaks loudly… really loudly

Your smile is your logo, your personality is your business card, how you leave others feeling after having an experience with you becomes your trademark. ~Jay Danzie

Creating a remarkable customer service experience is the least expensive and most powerful way to attract more clients, get more referrals and increase profits. Try it on…