Tales of Customer Service

 


Once again I present you with the tales that are "interesting."  (For lack of a better word.)

Let's start with my landscaping company. A couple of weeks back we got the news that they would not be able to service us this year.  (The owner is being deployed.)  However, another company would be taking over the accounts.  As soon as I got the name of the new landscaping company, I went to their website to check them out and also went to their contact page and filled out their form so we could get the ball rolling.  That was over a week ago...

Last week I went on our neighborhood social media page and asked for recommendations for landscapers.  I got a lot of names and few companies.  Two had websites, so I again, I filled out the contact page form and...

 Now I am well aware that I could call these people and maybe get a hold of someone, but that's not the point.  Why have a contact page if you're not going to answer the inquiry?  Where's the customer service?

Last week I also reached out to another small business as I was looking to purchase a gift certificate.  I emailed them on Monday night.  I heard back by Tuesday morning.  And by Thursday afternoon the gift certificate had been emailed to my "giftee"  Easy win for everyone; no muss and no fuss.  That's good customer service.

Finally over the weekend, I had an appointment to get my hair cut (and colored...don't tell anyone!).  It's a newish salon for me.  I had been once last fall and I was happy with the service, even though it was more than I was used to paying.  It is a small/one person business, which I actually like because you get the stylist's full attention.

About 20 minutes before my appointment, I got a text saying that she was running about 15 minutes late.  I appreciated that; I wouldn't be sitting there waiting and being annoyed.  I responded back that I would see her at the later time and went about what I was doing.

When I arrived she was literally finishing up with the previous client.  Very quickly I was in the chair and being taken care of.  While she was working a delivery arrived which required her attention.  These things happen and it was no big deal as it didn't take that long.

As she was finishing up washing my hair a car pulled up with three people in it; a toddler, a mom and (I'm assuming) a grandmother.  At first I thought (and I think she thought) it was her next appointment about a 1/2 hour early...but I'm not so sure of that now.  The mom had been trying to get her son in for a quick haircut but the weather had impeded them.  The stylist said it would be quick.  Unfortunately it wasn't...

The small, quiet salon quickly became unruly.  The toddler immediately took off his shoes and began running around.  The stylist put on the tv to a show he liked.  She provided him with Mega Bloks.  She had the mom sit in the chair with him on her lap.  And she tried to cut.  She tried with the electric razor (which was probably the safest option), but he was screaming.  Then she tried with the scissor and she did manage to get some haircut.  (Mostly the bangs.)  But there was screaming and squirming.  Everyone tried to distract him and get him to hold still, but he wasn't having it.  After about 15-20 minutes (I'm guessing; it seemed like an eternity), she (temporarily) gave up.

I was finally moved from the sink back to the chair and she was able to start cutting.  Meanwhile the tv is still on and the toddler is vacillating between being held by mom and running around.  And then 2 women showed up (I'm guessing a mom and her daughter).  This, I believe was the actual appointment after mine.

Now in this very small space are 6 adults and one toddler.  It is a little chaotic and I just want out.  She finishes up and I go to pay.  When I hear the total it is more than I was expecting.  I didn't have enough cash, so I had to pay by credit card and there were some issues getting it to go through.  But eventually it was and I was out the door.

By the time I got home, I was not happy.  I paid more than I expected, my hair was a little longer than I would have liked (but I wasn't going to fuss and cause more stress) and I was NOT relaxed.  I was wondering what I should do.  Should I try to find a new salon in the area?  Should I go back to the one I use in NJ (which isn't very convenient for me anymore)?  More than anything I was frustrated and disappointed.

Later that day I got a text from my stylist.  She said she was sorry for the experience with the toddler, promised it wouldn't happen again and told me she appreciated my business.  That made me feel better and it also made me comfortable enough to honestly and politely tell her how I felt.  Before I texted her back, I gave a lot of thought into what I would say and the next day responded with:  Thank you for your text.  I admit that yesterday’s appointment was not the relaxing experience that I had hoped for.  None of this was in your control (deliveries, phone ringing, crying/screaming toddler), but it definitely made me feel uncomfortable.  When you were finally able to cut and style my hair, I felt stressed and didn’t want to make a fuss about anything as there were so many people around (at least for the size of the studio).  While I really like the color, I would have liked my hair a little shorter (especially toward the back) and I didn’t realize (my fault) the gloss was a separate charge (I should have done my research), so I was surprised by the cost.  Again none of this was your fault, it was just not what I expected or wanted (and I’m guessing not what you wanted either.)

She replied later in the day: "I really do apologize if you're available any day this week I'm happy to cut it short and I can refund you the cost of the gloss for the inconvenience of the toddler I didn't realize it would turn into that mess. I can send it to you now do you have Venmo or cash app or Zelle.I appreciate you being honest with me and would appreciate the opportunity to make it up to you that's why I reached out after I was mortified."

This is the kind of dialogue that a business and consumer SHOULD have.  Not screaming or threatening.  Just honest conversation (or in this case text).  I replied:  Let me see how this week goes...Maybe I just need to play around with it.  (The bangs are great just like last time).  I DO NOT want a refund for the gloss.  That's MY error.  Finally, if you hadn't been thoughtful enough to send me the original text, I probably would have stewed over everything for a day, but AGAIN you show your care for customer service and I really do appreciate that.   Yesterday was just a not so great day...we'll make next time more relaxing.  (I'll schedule your first appointment of the day and have you turn on new age music to waft away on.)

An uncomfortable situation for me (and for the business owner/stylist) was promptly addressed.  She went beyond what she had to do (offering me a refund) and I did not take advantage of her.  (Her pricing was correct.  I should have double checked everything on her website again to be better prepared.)  I will probably ask her to trim sometime this week; I still have to see how I feel about it.

Because of mutual honest conversation, she has kept me as a customer and I am not hesitant to go back or refer her.  Customer service is a two way street.  I wish more companies and people realized that.


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