Proactive Service

Kim Burke of Avalon Salon in Dallas has been a hairstylist for men and women for several years.  Far more than the old-fashioned barbers of yesteryear, customers get a shampoo, scalp massage, awesome tea, and conversation laced with more culture than chitchat.  But, Kim sometimes adds a twist to her customer’s hair care–a second shampoo and blow day, after she finishes a haircut.  Instead of the customer’s last memory being an irritating itch on the back of the neck, he or she leaves with affirmation that Kim knows the real outcome is not hair correctly cut, but how customers feel when checking out her artistry in the rear view mirror backing out of Avalon’s parking lot.

Kim asked several of her best customers, ‘When you think about this hair cut 24 hours from now, what most concerns you?”  When several of her customers mentioned, ‘trying to make it look again at home like it does when you finish here,’ she gave customers a hand mirror and turned them so there was a large mirror behind her thus enabling customers to watch what she did.  As she styled a customer’s hair, she also provided techniques for “replicating her artistry.”

Great servers think beyond the point when their work is done.  They strive to get in the customers shoes “the day after” so to speak.  It is more than a follow-up call after the fact…it is finding a way to influence the outcome beyond the expected outcome.  Proactive service takes great customer intelligence!  Be a creative sleuth and think beyond your customer’s tail lights leaving your service.




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About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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