On a recent visit to Edinburgh, I stayed in a Double Tree by Hilton hotel. The reason I choose to talk about it today is that the receptionist I met there was the type of person you would love to have working in your salon.
One of the things that they do at Double Tree by Hilton is give you a warm, freshly-baked chocolate chip cookie on arrival. Now, who wouldn’t like that?
I’m thinking of the cookie before I even get out of the cab. I don’t know how they do it, but they obviously have some sort of warming drawer under the reception desk and every time I stay at a Double Tree I get this freshly baked warm cookie on arrival in a paper bag to take to my room.
That’s a great example of how it’s important to look outside the industry for customer service ideas. Consistently delivering good service starts by defining what the service experience is that you want clients to have, and then developing the systems and training to make sure that everyone on your team delivers it every time.
About: Antony Whitaker is Mr. Motivation! The ultimate educator and motivator, with a worldwide reputation based on more than 30 years experience in the hairdressing industry. He is internationally acclaimed as a gifted, multi award-winning stylist-turned-educator, motivator, business coach and best-selling author of the GROW book series. Twice named Australian hairdresser of the year. UK based Antony is now recognized and respected worldwide as the industry’s leading motivational speaker, having taken his message on management, money, marketing, team-building and retailing to more than 250,0000 hairdressers in more than 40 countries. His GROW series of inspirational books for hairdressers, salon owners and managers sets a new benchmark of business excellence for hairdressers. To find out more or to subscribe to his inspirational ‘Unplugged’ audio club featuring monthly interviews with industry icons, or to enquire about a limited amount of one to one telephone coaching for salon owners and managers visit here.