Eric Fisher on Customer Service
The best thing about cocktail parties is the chance to catch up with industry friends, old and new, and find out what's going on in their businesses. At Cosmetologists Chicago's 100th Birthday Bash held at America's Beauty Show I had the chance to interview Eric Fisher, owner of the Eric Fisher Salon and Academy in Wichita, Kansas.
A frequent SALON TODAY 200 honoree, Eric submitted a memorable application a number of years ago that actually included the salon's customer service training manual. It covered everything from the language to use with a customer during their service to a listing of examples of how the salon's employees have gone above and beyond the expected to create an exemplary service.
So I asked Eric to help owners by sharing three ways to create superior service:
You got to be a partner with your client. "Partnerships are everything. It all comes down to what are you going to do after the service? And, how are you going to add value to the experience? Ways to do that include are free bang trims, free blow-dry lessons or by simply offering to make things right if they're not happy."
Be in the moment with your client. "You have to focus in on the person in your chair 100 percent. Pay attention. Don't answer your cell phone. Don't look away. And, don't talk to another stylist."
Treat them like your grandmother or treat them like a star. "Give them a great warm welcome and a hug, and act like you're really to see them. Give them a fond farewell. Act like you charge $500 a haircut, and look like you charge $500 a haircut. Be in the moment with the guest. It's about engagement. If you can be engaged with your client, they'll come back to you, even if they don't like their haircut."