Archives for September 2018

Is it time to do a Customer Service check?

As we begin to leave summer behind us and enter into the fall season, the final quarter of the year…it’s customary for me to look back upon the year and reflect on where I am personally and Professionally.

It’s been a been a busy year to say the least.  The economy is good and many of you are the reason I can reflect back on a positive, successful and exciting year.

Centre for Beauty has added many new products.  Some within our existing Mfg’s brands and some new brands all together.  Everything we choose to bring in is a methodical decision based on what I hear are the needs of my clients.

Some of them are a result of my clients frustrated with the lack of customer service or the lack of proficiency in responding to email or phone call request from other sources.

Whatever the reason is, Customer Service is the basis of my article today.  As we head into the busy Holiday Season, how do you maintain the great customer service you offer your clients all year long.  How do you maintain your sanity through all the craziness, how do you come out of the season a better Business, a better Person with a stronger foundation to conquer the new year?

I must admit, as my Business grows it does become a bit more challenging.  But….the one thing I am very good at doing is knowing when I have to regroup.  I believe that is the #1 key.  We must be able to realize when it’s just too over whelming and be able to literally sit back, take a deep breath, put yourself in time out and regroup.

It is also important to always remember who got your where you are today. This has always been a bone of contention with me.  In my other life as an owner of an Office Supply store (3), when the big guys like Workplace/Staples, Office Depot came into the picture, the large Mfg’s ( like 3M ) forgot who put them on the map.  It was so unsettling as a small Business owner.  We had 8 trucks on the road and all of a sudden our clients thought is was such a great idea to be able to go through this large warehouse and pick up their own products.  It quickly had a huge impact on our Business.  Then…..a couple of years down the road, these same Companies offering this “come pick your own” service, now introduce “Delivery”.  WOW…what a concept.  In the meantime, because of their volume the Mfg’s helped them wipe us all off the map.  At one time there were 96 office supply dealers in our general area.  After the introduction of the big box stores, there were 2.

My point is, I have several single owner Businesses/Technicians whom I will offer the same great Customer Service as I do for my larger accounts.  I make a point to never forget they are the ones who put me on the map.  I try to offer things like our Free Freight Friday to express my appreciation.  And, I try my hardest to be proficient in responding to their calls, emails, text etc.

WHAT DO YOU DO FOR YOUR LONG TERM CLIENTS?

Kindness – yup, another simple thing to remember.  The busier we get the more the little things become annoying things.  I know we can all relate.  However, we must always remember who is on the other end.  When I owned my Salon, my Technicians lost more clients due to rudeness, crankiness and lack of respect.  Just because you are having a bad day, doesn’t mean you have to make it a bad day for someone else.  That bad day could end up costing you a client.

WHAT DO YOU DO TO MAINTAIN YOUR HAPPY ATTITUDE?

Quality of service – This to me, is my most important issue.  I have dropped the ball a time or two and it has made me feel horrible.  It’s never intentional, but it can absolutely cost you a client.  If you think you can cut a corner because you are in a hurry….think twice.  Maintaining the same quality through your busy season is as important, if not more.  Clients notice and they only need but 1 reason to leave you in their dust and never look back.  None of us are irreplaceable.  This goes hand and hand with maintaining great customer service.

ARE YOUR PROCEDURES IN PLACE AND YOUR ENTIRE TEAM ON THE SAME PAGE?

Fun – We seem to forget this through the season.  We get so busy with our own hustle and bustle, it’s easy to forget we need to bring fun to our clients.  This is the perfect time of year to plan for the season.  What impulse items are you bringing in?  What suggested Holiday gifts will be on your shelf?  What decorations are you planning to do?  Are you offering Christmas gifts to your clients?  Nail art?  Themed services?  The list can go on and on.  I learned, when I owned my Salon…..September IS the time to get that all in place.  Once October hits, Thanksgiving is here then Christmas then New Years.  And, guess what….i’ve missed out.  Preparation is key.

ARE YOU PREPARED?

Centre for Beauty can help you establish a beautiful, fun, successful Holiday season.  We can help you with Holiday gift ideas, Holiday packages for your clients to purchase, impulse items and more.  Mostly, we can help you with great customer service by letting us take care of you.

By the end of the month, we will have available on our website not only Holiday gift items and Holiday promotions, we will also have a venue of fun Holiday services you can offer to your clients.  You’ll have plenty of time to look them over and order the products to make them a success.  Let us help YOU help your CLIENTS.

And oh BTW…..visit our new and improved website www.cjscentreforbeauty.com  We have tried to make it more simple navigation, easier to understand with better product descriptions.  Our Pro code is CFB2015  Please, take a look around and send us your feedback…..we sure would appreciate it.

 

 

CJ Murray, President

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