I often talk about how surprised I am when I get good customer service, and consequentially, how terribly sad that is. 30 years ago people had to actually try to retain your business. When you walked into someone’s store, whether it be an ice cream shop, hair salon, or doctor’s office, there was a sense of community that dictated the outcome of your experience. The owner or worker had to make you feel comfortable and welcome. They had a couple of minutes to establish a trust and rapport with customers before they left. If I walked in to a hardware store, I expected the person to know everything about the things they were selling. If I walked into an ice cream shop, which according to my waistline was far too often, I expected the employee to know what everything tasted like and how to make whatever my little heart desired. And I wasn’t surprised when those things happened.
But gradually, we’ve become accustomed to slower, unknowledgeable, depersonalized service. Through corporate need for growth, the internet and a push to make everything self-service, we’ve lost a sense of what a business transaction is. By trading your money for a service or good, you are technically trading your hard work (money), for something someone is selling you. I don’t know about you, but I’d like to trade my hard work for someone else’s hard work. What’s fair is fair! Why do I work my ass off for my paycheck only to receive a half-assed attempt? Is it too much to ask for a refill on my tea before my cup disintegrates? Is it too much to ask for you to call me back with an answer to a question I asked 3 days ago? I paid $15 dollars for some damn lettuce and a water at a local restaurant (I won’t name any names, but it rhymes with Shmapplebees) and not one person said hi to me or asked how I was doing. Is that ok? No, it’s not ok.
But it’s become acceptable.
We rely on other reviews on Facebook or Google to tell us to visit a store. We do our research online to see what kind of food they have. We watch YouTube to know if a particular supplement works. We subscribe to a fashion website to tell us what kind of clothes we like. People have forgotten what it feels like to discover things on your own. Forgotten what it’s like for someone who is passionate about something try to explain why something is sooooo Fetch (Mean Girl reference). It’s magic! A real person that knows my name, that I can explain what I like and how their service or product can work for me. Not some corporate shop that strictly looks at numbers. (Side note: did you know Firestone car service centers have quotas and work on commission? Is that f*@cking ridiculous, or is it me? How about you just fix my car Earl and quit making up problems to sell me).
I’m passionate about customer service at Indie Blue Salon and understand what’s truly at stake during in a business transaction. In all of our business ventures, we take pride in every sale and do whatever it takes to make people happy. No matter how big our business gets we’ll always know your name, we’ll always know our products and best of all…. we’ll always love what we do! Can you believe that? It’s like we’re actually human. I mean, really, check out our Stylist Bios! Social media and sales are a great COMPLIMENT to a business, it shouldn’t be that business’ only focus.
Demand more,people!! You deserve it