Wednesday, May 5, 2010

Do the right thing

Every once in a while I'm taken by surprise when a business owner does the right thing proactively.

Last weekend I showed up for a haircut appointment at my new salon only to find out that the stylist who had been cutting my hair was no longer there. I was very surprised, but I guess I knew something was up when I didn't get the requisite 'reminder' call the day before.

So, now I've scheduled my day around this appointment and there is no one there to cut my hair. They did not make any arrangements for me. I was told that someone had left several messages for me, but I did not receive any of them. Besides, isn't this more of a converstation (would you like us to book you with someone else?), than a message (so & so has left the salon)?

I left the salon thinking "what just happened?" & went about my day.

The next morning I leave a message for the owner & when we spoke shortly after, he apologized, admitted it had not been handled correctly, took full responsibility & offered me a cut at no charge with him (a higher priced cut). I took him up on his offer.

What prompted this post is not just what happened, but how I found the salon - through a local cable TV commercial. And, several weeks later the salon had a billboard right by a very popular train station. This stuff is NOT cheap!!

Bottom line, yes all business owners must always be in acquisition mode as there is some level of attritiion no matter how good your business is, but the retention & 'treat your customers' right portion is where most fall down. He only tripped, but did not fall.

I look forward to a great new haircut later this week.

If you invest in marketing keep in mind:

-Track its effectiveness
-Treat your newly acquired customers right
-Realize that employee training is critical to your success
-Everyone has competition & your customers know it, so....

Do the right thing. It will pay off.

Happy Marketing!