Sunday, May 22, 2011

A perfect three step customer service plan

To set the scene of my most recent blog: Cusco, Peru – imagine a dusty back alley, intricate stone walls, the most vibrant coloured printed fabrics, alpacas roaming around and me exhausted after completing a 46km trek (the Inca Trail) in 3 days (instead of the usual 4) going up to 4,200m in altitude (all the while pregnant).

So of course, I needed a little pampering after my adventure and had promptly, after a huge breakfast at Jacks Café, booked myself in for a mani / pedi. Near comatose during the manicure I snapped back to reality at it’s conclusion when my manicurist followed a near perfect customer service plan without batting an eyelid.

Firstly – she offered more than was promised and up-sold. I was offered a small shoulder and foot massage at no extra cost and then told about the minute amount it would cost me to get a full hour long massage.

Secondly – she asked me if I was happy with her work on my nails. This may sound like such a small thing, but when was the last time you asked your customers if they were happy with your work?

Thirdly – once finding out I was happy she asked for referrals. As I left she gave me a handful of her business cards “for my friends”.

All this done in mere minutes in a dusty back alley with an alpaca guarding the door (well almost!)

If a Cusco manicurist can do this as second nature – what’s stopping you?

By Kirsty Dunphey with No comments


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