The Celebrity Effect

Last week I went with a friend who is a licensed cosmetologist to the exclusive beauty supply store as she had to purchase supplies for her salon.  I was just along for the ride, but was glad I was after our visit to the store.  When we left, I said to my friend, “Wow, you are like a celebrity there.”  She just smiled and I could tell that she felt good.  I am sharing this as a blog because it is such a superb example of customer service in action.
Immediately when she walked in, the sales associate greeted her by using her name.   A few minutes later, another sales person asked her how her salon was.  She even referenced my friend’s new location and asked her how she liked it.   As I continued to walk around the store and just observe, I noticed that the sales people, I think there were about four total, continued to visit with my friend.  They asked how she liked certain products that she had previously purchased.  They told her about a new line of products they were carrying.  When she checked out, they even made suggestions that benefited her.  She was buying a bulk package of cotton and they told her that if she purchased a different size, the price per use was better which made her total balance due less.   My friend really appreciated this guidance.
Good, even great customer service can be found in many businesses, so why is it worth mentioning in this case?  My friend was one of about 15-20 customers that came and went during the time we were in beauty supply store.  Each customer was treated this way.  They were recognized and greeted by name, they were asked about their businesses, and they were shown new product lines and offered special deals.  I realized that this was the part of the mission of this store.  It takes work, effort and special attention to be this attentive to the customers’ and their needs.  
After our shopping experience, I visited with my friend about this.  I learned that this store was the most popular and had survived the competition.  One of the keys to this success is the high-standard of customer service they implement into the daily business practices.  Everyone who left that store had to feel awesome about themselves, the purchases they just made and about their businesses.
Can you think of a specific business that you patron because of the way you “feel” about yourself and your business when you are there?

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