I don’t care how much technology exists nor how advanced our society gets – real people interaction and exceptional customer service will always be key in creating feelings. Feelings impact my buying decisions much more than a 10% off daily deal coupon, and here is why:
Last week I wandered through Allston, MA near the influencers@ HQ in search of a haircut. I peeked my head into a few shops along Harvard Avenue, all busy, high priced or both. As I turned onto Commonwealth Avenue, I walked by a small shop called Volmmer’s Hair Salon. As I walked in, a man came out from behind a desk to greet me and ask if I’d like a haircut. I enthusiastically responded yes. I quickly learned that this man’s name was Volmmer, the owner and operator of the business.
While Volmmer ended up giving me a great haircut (he claimed that it made me look several years younger, which I’ll always take as a compliment), that is not why I was so impressed. Instead, it was Volmmer’s exceptional customer service.
1. He asked for my name
As soon as I sat down, he asked what my name is. Not how I wanted my hair, but what my name is. He then told me his name, and proceeded to address me by name for the rest of the hair cut. This made it personal, and it was gold.
2. He understood time
Volmmer new I was at lunch while at work, and did not waste any time in getting me back to the office as soon as possible. Interestingly, we were still able to have an enjoyable conversation that fit right in.
3. He priced reasonably
I wanted to pay $15 for a haircut – that is the value I placed on it as a customer. So when other salons offered $18, despite being such a small difference, I wasn’t enthused. Sure enough Volmmer charged $15. I paid him $18.
4. He produced a great product
Being personal and having great customer service is awesome, but it won’t be good enough if your business doesn’t provide a quality product. Volmmer gave me an excellent haircut and provided excellent customer service simultaneously.
Ultimately, Volmmer impressed a customer because he took something simple (going and getting a haircut) and made it an incredibly pleasant experience. It didn’t take much: he just treated customers with respect, produced a high quality product and priced it appropriately. His small shop should be the model for every business a customer interacts with. Volmmer didn’t just provide a haircut – he made me feel appreciated as a customer. And that is why for as long as I am in Allston, I will be a customer of Volmmer’s Hair Salon.