Page 60 - Delivering Authentic Customer Experiences

Principle 3 Delivering Authentic Customer Experiences

unreasonable to keep a customer waiting too as she called the
stylist again.

After yet more minutes had ticked away, the stylist arrived on the
salon floor and proceeded to talk to her colleagues with still no
acknowledgment to me. Eventually she came over and greeted
me with the words, What are we doing then? There were several
things I was tempted to say at this point, but held my tongue,
mindful I was in close proximity to someone brandishing a pair of
scissors! Along with two other customers, I was then treated to a
whinge-fest. The stylist spent the entire time bitching to her
colleagues about the owner of the salon rather than fully engaging
with me.

The other customers were shifting in their chairs with
embarrassment. I was simmering with annoyance when I left but
felt my stylist had unwittingly provided me with a useful anecdote
for my customer experience library. It was an OW moment that
ensured I won’t be going back.

Taking authentic action

What will you…
a. Start…
b. Continue…
c. Stop…
to ensure you and your team deliver on your promises by at least
meeting, or better still, exceeding the expectations of your
customers?

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