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As I sat there reclined in the barber chair, I felt so relaxed. Danny, the barber, took a hot towel out of the steamer, shook it for a second to cool it a bit and then wrapped my face with it. “Hot towel. To open the pores” he said. It felt very soothing on my skin. This was what I had been waiting for. Amazing how something so simple could have such a positive affect. After the hot towel, he put shaving cream on the edges of my beard and face where he would then use a straight razor to neatly outline the edges. After the shave, a few dabs of witch hazel, ‘to close the pores’. Now I was feeling refreshed, invigorated, and when he handed me the mirror-well, I took one look and thought, “I look good”. This time I was glad that I had discovered Fino for Men in Las Vegas.
Danny was a very friendly, warm and engaging young man. We had great conversation while he was cutting my hair. He really seemed to take great pride in his work. He also checked with me multiple times whether the shortness was the way I wanted my hair and made adjustments when I requested it. His attitude and mindset was one of truly wanting to please his customers.
While we were talking, I mentioned to him that my first visit was overall not a great experience. But I gave them a second chance to make a first impression on me. Very rarely does that ever happen.
It is commonly stated that, “You only get one chance to make a first impression.” Customer Service starts with the first interaction between the business and the individual. This may be when someone calls your place of business, when they step foot inside your establishment or even when they look the business up on Yelp to read reviews. First impressions are formed all the time by the prospective customers from a variety of sources. Fair or unfair, this is reality. Therefore it behooves business owners to do all that is in their power to positively influence that first impression.
What are you doing in your place of business to ensure that each and every customer has a positive first impression and a pleasant experience with your business? How are you tracking the feedback of your customers? Do you have a program in place that encourages them to leave reviews, whether on Yelp or other sites? What percentage of customers don’t share their feedback of their negative experiences and instead just decide to not return?
Are you providing adequate training for your team, your staff to create positive first impressions for your clientele? Do you have standards and steps of Service in place for everyone on your team to follow?
I will share with you in the next post what happened during my first visit at Fino for Men.
Thank you for Reading! I appreciate all my Soupfly Readers from all over the world.
If you enjoyed this post, please like and share. We would love to read your comments. How are you managing expectations and creating great first impressions in your place of business?
Christoff J. Weihman
Las Vegas, NV