The saying “it’s the little things” could not be more appropriate for a recent customer service experience I had. I am a stickler for detail and when a company or a person goes above and beyond to make their customers feel appreciated and happy, I notice. I notice and I remember and I make sure to spread the love, which I thought I would do today.
Too often, we hear only the negatives. I just had this conversation with a friend the other day over coffee. For some reason, people seem more inclined to report dissatisfaction over an amazingly wonderful experience. I’m not sure why this happens, maybe we do it because we feel we’re doing our due diligence by ‘protecting’ others from going through what we went through, but I see it all the time. Negative feedback. “Don’t go to such and such salon” or “I just ate a terrible meal at such and such restaurant”. I wish more people would take it upon themselves to share POSITIVE experiences with the same fervour negative reviews seem to be shared.
I’ve partnered with TELUS, a company obsessed with improving customer service every day, to share stories of companies across Canada that are showing us how we can all expect more. If you don’t yet know how committed TELUS is to putting customers first, you can find out more here!
So, my positive experience – one that left me in such a great mood from start to finish – was at Skoah, when I recently went in for a much-needed facial.
I’ll set the stage. I was already running late for my appointment, so I called to tell them I would be there shortly. The response was not one of frustration. I didn’t hear disdain in the woman’s voice. She was kind and understanding. I got held up even longer because I had a hard time finding parking. Now, I was a good 15 minutes late and I had already mentally accepted that those 15 minutes were going to be docked from my appointment. Bummer. Sigh.
When I ran through the front door of Skoah, I was met with nothing but calmness, smiles, and “Hi, are you Jessica?”. That’s me, terribly late and terribly sorry! “No worries at all, Jessica. Would you like some water before you head into your room?”.
Neither of the girls seemed the least bit annoyed. I was treated as if I was customer of the year even though they could have so easily shared some eye-rolls between them and some scoffing for good measure. Nothing. Nada. Zilch. Just smiles and kindness. I am ALL about the warm fuzzy feelings! 😉 Moments like that one leave a lasting impression on me!
The good vibes continued on…
When I got into my room, my Skin Care Trainer (as they are called at Skoah) told me right away: “we didn’t want you to miss out on any of your treatment, so we moved our schedule around a little to make sure you are still here for the full 75 minutes”.
What the what? I hadn’t even said anything about missing out on my time, but they took it upon themselves to make some changes and ensure I was receiving the treatment I was booked in for. Really unnecessary, but so greatly appreciated.
The treatment itself was heavenly and Skoah managed to take me from rushed to relaxed by the way I was greeted and treated while there. Those are “the little things” that just make such a massive difference when it comes to customer service, when you ask me!
I feel it is important to share ‘the great’, and that is something I strive for on North Shore Mama. So, if you’d like to go for a great 75 minutes of pampering (because you all deserve it!) Skoah is a great choice
Have you experienced great customer service lately? I’d love to hear your story in the comments below!