Frasier’s character has its roots from the popular 1990’s tv series “Cheers”, based on a Boston bar, where “everybody knows your name”. There it is! Do you know your clients/customers names? Do they know yours? If you’re responsible for generating revenue for your company then you need to be engaged with your clients. This latest blog demonstrates how a new barber shop might have missed an opportunity in getting me back for a 2nd visit…..
A new barber shop opened in town, to compete with the other 6 shops that have been opened for 5 or more years. For the past few months, there have been numerous Facebook posts in both 'sponsored content' and ‘free community’ groups. They’ve highlighted their staff, satisfied customers, new equipment, competitive pricing, etc. So, I figured I’d give them a try. I made an appointment on line. When I arrived I was greeted by a barber/stylist. Greeting was: ‘Hi, do you have an appointment or are you a walk-in?” I gave him my name, he registered me in his app and told me that by barber/stylist would be with me shortly. My experience with my barber/stylist was great: cut it exactly as I wanted, had great conversations, etc. I paid on my way out and left. So, where’s the “customer service miss”?
-Greeter: didn’t ask me if I was a new customer or returning customer? If new, they should have welcomed me, asked me how I found out about them, maybe ask why I chose them, maybe tell me a little about their new location, staff, etc.
-Barber/Stylist: upon leaving, they didn’t ask if I was satisfied with the service; didn’t ask if I wanted to make a return appointment (could have done it on the spot).
I left feeling that I was a “transaction”. In reality, the barber/stylist business model is based on relationships and returning customers. At $30 per customer, they have to have a lot of customers each month to meet their financial commitments. This might sound like a small issue in the day to day of running your business. However, it you don’t pay attention to customer/client relationships, you won’t have a business to run.
With over 40 years’ experience in the local Connecticut market, Simonetti Media Consulting is your partner in bridging the gaps between your ad campaign, company culture, customer experience and sales revenue. We can work side by side with your current marketing team or independently. Take a minute to review the services we offer on this website. If interested, let’s have a conversation. Contact us at simonettimedia@gmail.com or call Jim Simonetti @ 860-268-6379.