Case study 1:
In the sequel to Loyal no more!, I have cleverly let my hairstylist know thru a 3rd party (aka the husband) that I'm not exactly loving my look at the mo.
You know what she said? It's like that one, her hair texture is fine, and last time the sides are heavily layered, so it's like that one. Like that one- means, I will look like LEGO head.
You know what she can do? She can say: Oh, why don't you ask her to drop by, let me have a look and I see what I can do.
Even though if it is really true that one has to bear with ugly hairstyles when they are growing their hair long, it doesn't kill in the name of customer service to give SOLUTIONS.
Customers when upset, like women to men, don't want your bloody lengthy explanations, they don't want your logical rationales, they want to feel HEARD, UNDERSTOOD, and they want you to tell them, OK, honey, I'll GET IT FIXED FOR YOU.
Case study 2:
I can swear her girls did a a shoddy job on my nails (Hello, this is not my first manicure). And I ask Miss Lady boss politely (who happens to be a friend): Miss lady boss, I think my manicure are not done well this time, the colour is patchy. Is it because your manicurist is rushing for time?
WITHOUT even looking at my freaking nails, she said: Oh? That manicurist is very experienced worrr, my customers always look for her one.
That's IT. End of story.
I don't even want a refund, nor hope for a touch up (it will be a bonus seeing that I was forced to sign up the mani package from her since she is my friend). But I do hope for the decency to look into complaints or feedback.
Customers are giving you a chance when they provide feedback. To improve.
Before they bugger off to your next door competitor. Get it?
I walked off from both incidents with a surprised feeling, and loads of ???? in my head, that being in business, being in such a competitive environment, how can you let your service slipped so carelessly? What was that about??
Yesterday, I have a Eureka moment, I can now define these situations as W.T.F???!!! What The F***?
Don't ever let your customers have a W.T.F. syndrome
Monday, March 16, 2009
Case study 1:
Posted by Mellie at 3:50 PM
Wednesday, March 11, 2009
I'm normally extremely loyal to my hairstylists. Over my lifetime, I had 2 long relationship with 2 hairstylists.
But recent events have been telling me I should so go and get myself a new hair stylist. My love in my current one has waned.
After a year of able to give me stylo mylo hairstyles which draws praises, she landed herself in hot soup when I wanna grow my short hair to a longer-than-short bob. (I get bored with my hairstyle easily la.)
I gave her 3 chances, THREE chances to make my hairstyle look like they so don't belong to primary school children shapeless cut, but nooo, THREE times she has failed me, THREE times!!
I've been walking around with that state of my hair for 3 months!! I've gone thru Christmas, Chinese New Year, Valentine's Day AND my wedding anniversary having less than desirable hairstyle!! ....And now, this is the last straw!
Is it a Malaysian hair stylists' curse that one have to endure months of dodgy hairstyle while growing it out???
I certainly don’t think so.
Posted by Mellie at 4:45 PM
Tuesday, March 3, 2009
I know this is really backwards. But I just rediscovered Skype.
Primarily for my business. Now I can work remotely with my business partner easily, that is until the time difference comes in when she flies back to Italy or Holland. (She never stays put!)
But the JOY, oh, the mother of all joy was when I did my 1st Skype with my mom!!
We normally call each other only on Sundays, and keep the conversation short & sweet. Then, my mom got her very 1st own laptop, and her very 1st Celcom broadband, and now Skype!
So, last Sunday we tried it out, and the shriek of laughter we got when I saw her face on webcam was pure golden moment. (She has a webcam and her outdated daughter here doesn't have one YET)
She showed off her nail art to me, the card designs she had done, her new haircut...
Brilliant how the human touch in relationships are enhance with technology.