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I had an experience the other day that made me think too about how many customer service experiences are developed in the business world today, and on the difference that can make very good service.

I have two dogs. Earlier this week, it was time for them to get their summer haircuts so that you can comfortably cope with the heat of Houston.

The latest addition to the house is Jason, a miniature schnauzer that had been the cherished pet of an elderly I had to give up for adoption when he moved to a nursing home. He had chosen to keep it covered with hair, unadorned in traditional schnauzer cut, so there was a thread very nice hair coat to go with his bushy eyebrows and puffy tail. The other dog is lucky, a schnauzer, poodle poodle mix-ears and body, snout and curly tail schnauzer gets the traditional cut.

So I took the two little boys to the hairdressers the other morning. I was the first customer of the day, and the room was nice and quiet. I explained what I wanted to be the person doing the work of traditional Schnauzer luck, but not Jason. Only a cut for him. This is important, he said, because I will not shave his coat once the wire hair is gone never grow back. You understand, I asked?

Yes, "she said. But I will not cut skirt Jason?

Skirt? I looked and finally realized he was talking about the pieces Feather in the chest and belly. Yes, well, he said. Crop this matter, but simply do not shave it. She nodded.

I returned a few hours afternoon to pick up the children. At that time the hall was full of dogs, clients and hairdressers. The skin was literally flying. First came Lucky, looking very dapper and neat. Seconds later, Jason came out and my mouth open.

He had been completely shaved! The barber gave him a cut of standard schnauzer wire clothes and beautiful was gone forever.

I could not believe it. I was angry and sad at the same time. What had happened? How could the conversation he had in the morning have been so completely lost?

After discussing the situation with the owner of a salon, that grudgingly refund of my money, which was small consolation for Snafu. There should be no surprise that I will return to this room when children's skin has grown.

All this left me wondering how this type of customer service happens in other companies. There were several points about the experience to translate:

1. They are really listening to our customers? Questions do not have to do to make sure we understand what they want from us? Are we accurate notes so we can keep the instructions and offer what is called? I have a lot of gestures to the hairdresser, during our conversation, but my instructions, obviously missed somewhere between the ears and his scissors.

2. We are clearly communicating back to them, or use the industry jargon that may or may not understand? When the barber asked me about the cut side of Jason, I had to stop and think. It was my responsibility to find out what he was talking. There is a great way of doing business.

3. Finally, and very, very important, when errors are not taken in our part of the transaction, how can we make peace? Even the worst mistake need not mean the loss of the client. Responding to the mistake with the return that corresponds to its severity. In my case, given the magnitude of the error, with Jason, and retention of results, the owner of a room way down in restitution and, in terms of keeping my business. I struggled to simply get a refund, which was insufficient compared to the permanent impact of this error has. Not going back to that room.

These three points – listen to customers, communicating again so that easily understand and make appropriate amendments when errors are made on our end are the core of an excellent service and the key to keeping customers loyal and satisfied.

(As a post script, I should note that Jason still looks very nice, even without their skin. And I'm sure he does not care one way or another about everything hair wire!)

About the Author:

Trish Lambert (http://www.trishlambert.com), principal of 4-R Marketing LLC, is an experienced marketing consultant and creator of the 4-R Marketing Model™ for service businesses. Very much a “non-conformist” in the marketing world, Trish produces measurable results with marketing that drives revenues for her customers.

Article Source: ArticlesBase.com – Is Good Customer Service Going to the Dogs?

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