Well, yesterday I got a new lesson in how customer service works in a down economy.

My wife Trudy asked me to drop her off at the hairdresser, then to do some errands and pick her up in a half hour. “Fine”, I said, “No problem.”

I pulled up to the hairdresser, dropped Trudy off and went about my errands. About 25 minutes later I pulled into the parking lot, go out, and went into the shop.

The conversation went something like this.

• Receptionist: “Good morning, your Trudy’s transportation. She’s not quite ready, please sit down, she should be ready shortly.”
• Me in my mind: Gee, she remembers me from last time when she asked ‘Can I help you?” and I said, “No I’m just transportation.”
• Receptionist: “Can I get you a cup of coffee or tea, while you are waiting?”
• Me again in my mind: Nice touch. Keep the husband comfortable and happy and he will bring his wife more often.
• Me making idle conversation “I read where you have increased the Spa section of the business.”
• Receptionist: “Yes, our Spa business is growing quickly. We have added new rooms that overlook the lake. May I take you on a tour of our new addition?”
• Me: “No thanks.” In my marketer’s mind: Ah a little cross selling in action.
• Receptionist: “We have an excellent Spa department and we have quite a few male customers”.
• Me in my marketing mind. “Cross selling with specifics.”

Trudy is now walking down the hall.

• Hairdresser: “Just a minute Trudy, let me brush off those few hairs on the back of your sweater.”
• Me thinking “Customer care at work”
• Trudy goes to the receptionist to pay the bill. She takes out cash and hands it to the receptionist and says “May I have an envelope?”
• Me thinking. “What’s with the envelope?”
• Trudy slips a bill into the envelope and hands it back to the receptionist.
• Receptionist: “Thank you, here is your receipt. You usually come every six weeks; do you want to make your next appointment?”
• Trudy: “Yes, that will be fine.”
• Me: - my marketing mind is in full gear as I watch this process.
• Trudy: Accepts the appointment card and thanks the receptionist.
• Hairdresser: from somewhere in the back. “Thank you Trudy, enjoy the holiday, I look forward to seeing you in six weeks.
• Receptionist: as we walk out. “Enjoy your holiday and remember we have a new Spa section just for couples with a nice view of the lake and a fireplace.”

In the car going home

• Me: What was the envelope all about?
• Trudy: That was for the gratuity. (Note it was not a tip but a gratuity)
• Me. Oh! High class operation, no slipping the girl a few bucks, it goes into a special envelope.
• Trudy: Why didn’t you take the Spa tour?
• Me. Boy this place has their operation down pat.
• Trudy: I could go somewhere else for less, but they are so nice.
• Me: “And cost twice as much.
• Trudy: “I deserve it."
• Me: thinking “time to keep quiet”

So: How does Customer Service work at your store ?