Great customer service can begin with ‘just a few minutes’ more

When I posed this question to a number of MT’s, most indicated they would honor a client’s request regardless of the situation, especially if the request concerned a specific area and need. A few indicated that they would charge for the additional time or suggest that next time, the client schedule a longer massage.

This specific issue raises a larger one about customer service – setting and meeting expectations, building trust and going the extra distance. Some time ago, I wrote about “The Top Ten Customer Service Mistakes.” Here are what I consider to be the tenets of great customer service; and it’s not just about avoiding mistakes:

• Anticipate your customer’s needs: Communicate often with your customers so you understand their problems and address their needs. Ask questions and listen.

• Make customers feel important and special:  That can include taking the extra step or going the extra distance to accommodate a client’s schedule with an early or late appointment, making sure you use treatment products that clients like, or providing a special discount to a loyal customer to try a new service. Promoting a complementary service offered by an associate is another way to tell your clients you care about their well-being.

• Make it easy for your customers to do business with you: Make sure everyone in your organization is up to speed on all of your products and services. Be responsive to calls and online requests whether through social media or email.

• Ask for feedback: Provide some mechanism for customers to let you know how they feel about your service. Value criticism, if it’s fair; it will help you improve your service.

• Handle complaints: Not everything goes as planned. When something gets off track, deal with it immediately and acknowledge if you were wrong.

What would you add to this list?

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