Keeping Good Customers
Competition Abounds
It’s much easier to keep a good customer than it is to find a new one; sometimes.
I switched nail salons about a year ago when the owner put me with an amateur manicurist who drew blood while doing my pedicure. OUCH!
Atmosphere Matters
I took my business to a fancy, much more expensive salon, and after a few procedures found a manicurist that I really liked. I asked for her every time. I also gave my facial business to the same salon.
All was well until two weeks ago. I called ahead and made an appointment for a manicure and pedicure and then planned my day around that time. When I arrived, the receptionist said, “She’s busy with someone right now.” I asked her to see how long it would be. She went into the back and returned saying, “She will be 20 or 30 more minutes.” I told her to cancel my appointment and that I would call and make a new one when time permitted. I was annoyed, but was not mad nor did I look eleswhere. Two weeks later (yesterday) I called the salon and was told that my manicurist was on vacation and won’t be back for another week. She asked if someone else can help me and I said, “No, I’ll call when she returns.”
I looked at my nails and decided to give the salon across the street a try. My wife said, “You know that’s a gamble don’t you?” I agreed, but decided to go anyway.
My Good Fortune
As fate (good luck) would have it, Lily gave me the best pedicure and manicure of my life for $20 less than the fancy salon I had been frequenting the past year. You don’t have to be a rocket scientist to know where I will go from now on.
To this date I have nothing against my former manicurist, in fact I feel bad about it. I also feel bad because I really like the salon owner a lot. I have mentioned to her on numerous occasions that I would like to help her increase product sales in her salon. But, through no fault of the owner or my former manicurist, I am not going back; Lily is better, faster and cheaper. That’s a tough combination to beat.
How much did this little faux pas cost the salon? The loss of twice monthly manicures and pedicures for me, the same for my wife, plus monthly facials will amount to about $6,000 a year. And this doesn’t include the referrals that I will now make for Lily.
What could have been done to prevent this, besides setting an accurate appointment time?
November 2nd, 2009 at 7:07 am
The person that has been working with Ron the past year should have come out from where she was, greeted him in person, apologized for the scheduling mistake and offered to get him a cup of coffee or something while he waited, saying, “I’ll get to you as soon as I can.”
November 2nd, 2009 at 7:10 am
Ron should have been brought into the salon and started the foot soaking or something; perhaps a hand massage from another available person. Had they got him into the chair he would still be going back today. He wouldn’t even know about the better service across the street.
November 2nd, 2009 at 7:11 am
Think of all the things that could be done with some of that lost $6,000. It sounds like it’s too late now.
November 2nd, 2009 at 7:14 am
I don’t know what the original salon person looks like, but judging from this photo I think Ron would be going back to Lily even if the manicure quality was marginal. I think he made a good move; makes me want to go get a pedicure.
November 2nd, 2009 at 7:54 am
Aloha Ron,
Sometimes, it is time to move on and we are not aware of it.
The circumstances you described definitely pushed you into
a better place saving money that today is a necessity.
Look at this as a positive and wonderful experience that led you
somewhere you needed to be.
As for your former manicurist, she will wonder what happened and
may never learn this lesson.
Thanks for sharing…we who are in the customer service business
can all learn from this!
Life lessons are great!
November 3rd, 2009 at 9:25 am
Ron - I see no reason for you to feel bad for your prior manicurist. If she has a problem, it’s with her own receptionist, not with you. I also think it best that you not bother to explain yourself to her as she will plead for your return and you already know you are better off with Lily. Fate moves in mysterious ways. Accept your good fortune.
November 5th, 2009 at 9:00 am
We recently toured most of Turkey. I feel a need to express the wonderful and helpful sales people in this country. They are so responsive to your every need. They give all information and guide you so very smoothly through the buying process. Customer service is #1 with every store we visited. They truly and sincerely want to help. They know when to leave you alone and when to be proactive.
I went into a salon for a pedicure. I did not have an appointment. While waiting they told me about the salon and the history of the building and proceded to give me a neck massage and serve me turkish tea. It was a great experience. I bought all natural skin care products and enjoyed the whole experience. Shame on that salon for treating a very good customer so poorly. I think you should discuss the experience with the salon owner. She needs to know what she lost and how good of a customer you were.The red carpet needs to go out to customers. No matter what they buy. Word of mouth spreads quickly good or bad. Many companies don’t stay in business when they don’t pay attention to the customers needs.
February 5th, 2010 at 9:26 am
hey what salon did you go to to get your mani pedi?