My education on writing a blog begins with learning how to use the right title.
ARE YOU EASY? lol….so many ways this conversation could go.
Fear not. “Are you easy” is questioning the ease of customers being able to do Business with you. The ease of customers being able to make a choice of service. The ease of customers navigating either via your website, or telephone or SM in finding the answers they are looking for.
I am constantly tweaking all avenues of communication in an effort to make ease of doing business with Centre For Beauty a pleasurable one.
I have to say though, no matter how easy I believe I make it…..there is always someone who has difficulty.
Sometimes I shake my head, but I always look into why whatever they were doing seemed so difficult to them. I always look at what I could have done so they did not have any issues. Whether it be ordering from our on line store, learning about the details of our brands or even just trying to communicate with me.
I learn from you, my customers…..I also learn from my own experiences with what I need to accomplish on a daily basis.
- When I have a question, I want an answer now
- When I want to call someone, I want to be able to locate a phone #
- When I order from a site, I want it to be simple
- If I have a return, I want it to be easy
- If I want to track my order, I want necessary information
Another words……make my life easy and pleasurable to do Business with you.
Let’s look at life in your Salon.
I often speak with Owners/Technicians about their service menu. I find many want to be real creative in their services.
I get this, after all…we are crafty, creative souls.
However, does this avenue make it easy for your client to follow? Or, do they just end up telling you to do what you want to do…..and you end up doing what you “like” to do.
One lesson I learned when I owned my Salon is when giving the option to choose, most will go with the lesser amount.
It’s human nature. Very few of us will tell our Technician “just do what you need to do”. And, very few Technicians will do actually THAT.
Most will ask the price, and we begin with our “basic” pedicure starts at $30.00, our “spa” pedicure is $45.00 and then we offer our “customized” pedicure which STARTS at $50.00.
Given that option, our clients more than likely will say….I’ll just take the basic. I really just want my toenails polished anyway.
They don’t know…..and they won’t know unless we teach them. A foot care service isn’t just about pretty toenails. In fact, it has nothing to do with pretty toenails. In my opinion, pretty toenails are just the bonus.
Our foot care service needs to be about the clients needs. It needs to be about taking care of their feet, educating them on their feet and educating them on the importance of at home care.
So…..if I had a Salon now, what would my menu look like?
Customized foot care service. Starting @ $60.00
Price determined after verbal and visual personalized consultation
Which by the way……would begin on the phone or an on line form
I recently had an experience with lack of information.
For severals years now, my family and I have been managing an effort to move our parents into a smaller, safer environment. After 4 years, it happened...we found them a lovely villa in an over 55 community.
I took care of their internet provider. Which, happened to be the same as at their home of 44 years.
When I first did Business with them over a year ago, on behalf of my parents. I recalled not being able to find a phone #. They did NOT want you to speak to a human being. Everything about it was computerized. Brutal….absolutely brutal.
When I did get the number, I stored it in my phone.
Fast forward over a year later, I’m in the same situation. I need to cancel one home and add another. Not an easy thing to do all computerized. I looked and looked on their site for the phone #, with no avail. Then I remembered….I had it in my contacts.
The difficulty of being able to speak to a live person has put a very bad taste in our mouth about the Company….along with a few other things.
However, those “other things” may not actually be so bad. They seem bad because we already had a bad taste in our mouth.
The negativity just snowballed.
What about response time?
This is one of my personal pet peeves. Electronics is all around us. In my opinion, there is absolutely no reason it should take more than a day to hear from someone. In fact, it should be seconds. If you can’t respond immediately, there is technology which allows for “out of office” messages.
I’ll be the first to admit, when messages are coming in from all over social media…..FBm Insta, LND…and text messages, I messages, email. It’s insane in trying to keep up with it all. I’ve missed messages here and there. It’s an awful feeling.
This is why I don’t understand why people don’t respond quickly. Just answer the gosh darn question I need to be able to answer my clients questions. Ugh!
I can’t tell you how much Business I received and maintained because I was the one to respond. And, how much business I lost because I missed a message.
Now, back to the question. ARE YOU EASY?
- Are you easy to locate?
- Are you available to talk too?
- Are you simple to do Business with?
- Are you interested in the people?
- Are you making it so your clients are at ease, every step of the way?
There are so few Businesses anymore which fall under the above. When I am fortunate to find a Business which answers all the above with a YES.
- It is such a pleasure.
- It is rememberable.
- It is in my head, to tell everyone and go back.
If you are easy…..your clients will feel the same way.
You know, contrary to what is heard on the news…I feel a difference during these COVID times.
I don’t feel the anger and the hatred. I feel the empathy. I feel those who are in the same boat as me. The same boat we all are in.
Our mask hide our mouths. They don’t hide our eyes. You can’t hide from emotions in your eyes. It is so obvious to me that everyone feels the same way. And, in spite of it all has empathy for anyone who crossed their paths.