Mission 25 Provide Incredible Customer Service
The Customer is not always right. That’s not a typo. The Customer is not always right. Now the customer is usually right. Sometimes we’re not sure who’s right and sometimes we are flat out sure they are wrong, but even when they are wrong, we’re going to pretend they’re right. As I said a couple of weeks ago, we can afford to lose some of the golden eggs, i.e. giving back some of our time or money, but we can’t afford to lose the Golden Goose, which is our reputation, and if the client leaves upset they’ll be shooting at our Golden Goose. We must provide Incredible Customer Service. To do that we must remember these principles:
The customer is really the boss.
1. The customer is really the boss.
The boss just writes the checks, put in the account, by the customers.
2. Customers come to us because they need help.
Do we solve our customer challenges? Never send a client away without a solution.
3. Remember what a customer is really worth.
-Do we see our clients as a one time haircut, -or as a loyal client who may return many times, -
over several years, -purchasing haircuts, -hair color and retail products and referring others.
4. Remember that Customer Satisfaction is not enough.
-Satisfied is just another word for mediocre. We don’t want satisfied clients we want loyal clients.
-Loyalty is the mark we are shooting for. Loyal clients become -Raving Fans.
5. Make it a Memorable experience.
-Incredible customer service is unexpected and creates compelling and positive word of mouth.
-It is the service story that you can’t wait to tell. It is about making people feel good that they
-decided to do business with you.
If you work just for money, you’ll never make it. But if you love what you are doing, and always put the customer first, success will be yours. Ray Kroc