Customer service received recently

The other day.Discomfort I felt with the dealer's salesman's customer service.I wrote an article about the

I visited the dealership to purchase my own manual car, but I was a little disappointed with the response, and when I got home, I thought, "You are dealing with great cars, you should sell them with more passion...!When he mumbled something like "If you have so much to say, why don't you write it on your blog?My husband told me to write the article," she said.

And the other day, this time in the opposite direction, I encountered a very moving moment in customer service. I was making an impassioned speech to my husband about it when I got home.If you're so impressed, why don't you write about it on your blog?So I'm going to blog about it again (laughs).

Go to the hair salon of a car friend.

What impressed me this time was not at the car dealership, but at the beauty salon.

Due in part to Corona, I had not been to a hairdresser in months. Since the birth of my child, I have always styled my hair in the "bobIt was."

Recently, her hair had been growing as long as it could, the color in the colored areas had faded and the damage was noticeable, and on top of that, her hair was a mess after giving birth, with a crunchy, dry texture.

Then the other day, my husband said, "Maybe it's time to go to the hairdresser.He said.

My husband is not interested in fashion or dressing up, and he never notices if I get my hair cut or my nails done.Why don't you go to the hairdresser?It means it's a very bad situation.

However, the "I can't take the baby to the hairdresser on a weekday because of Corona.... Also, my hair is so damaged, I don't even know what to do with it.I answer, "No.

Why don't you go to Mr. Takuro's place? He has a semi-private cutting space, and even in this day and age, it looks like a store designed for peace of mind.

My husband said.

Mr. TAKURO.is a Porsche owner that my husband has recently become friends with. He loves cars and is currently driving a 911 GT3 (I also had a test drive the other day.),.A beauty salon called bloom hair designThe company is owned and operated by

I thought, "It's a little embarrassing to have my husband's acquaintance cut my hair..."I'll watch the three kids!I decided to ask Mr. TAKURO to do it for me since he said he would do it for me.

About the customer service that impressed me

I've actually been there.I was very impressed with TAKURO's "imagination," "amount of knowledge," and "ability to make suggestions" in his customer service.I did. This was the first time I had ever received this kind of customer service at a beauty salon, and it was an eye-opening experience.

In fact, in advance.'Why have you been bobbing for the last few years, and why has the damage gotten so bad?'When I arrived at the restaurant and sat down in the chair, Mr. TAKURO said, "I am very happy to be here.Let me look at your hair for a minute.and began checking my hair from the surface to the inside.

during the timeDo you use a hair iron?" 'As far as your blog goes, you've always had a bob, haven't you?'After a few questions, Mr. TAKURO said, "Perhaps Mina..." and shared his hypothesis about what kind of treatment he has done so far and why he has been wearing a bob for so long.That was exactly what I wanted to organize and communicate in advance.The first is the "I" in "I".

I was surprised to see that

What? You are a fortune teller?

I said w

I have been a hairdresser."Is there anything you're concerned about?" What would you like your hair to look like?But I had never had anyone guess my situation just by looking at my hair.

He also explained the characteristics of my hair and the cause of the damage in an easy-to-understand manner, and said, "I see what you mean...I was very much convinced.

I said, "Mr. TAKURO is a fortune teller after all..."No, this is my job... well, I guess I'm a maniac. wHe said, "I'll ask for your help in the future.

For sales and customer service(Maybe it's not just about the job title, but...)(power of) imaginationI think it's important to have a "good" first meeting. It is not often that a customer tells us all the information at the first meeting, and at first we get only limited information.

But with so little information, how can you use your imagination to envision the background of the customer?I wonder if you are having these kinds of problems, or if you came to the store today with these kinds of feelings."I think that by listening to the story with as much imagery as possible, customers gradually open up to the story.

This time, I was impressed by TAKURO's "imagination" and his overwhelming "amount of knowledge" and learned a lot from him.

And what grabbed me the most was the "ability to make proposals.

I've been repeatedly "cutting my hair when it gets damaged" so my hair style has been an all-year bob.(Not a single stylish reason...)."I have frizzy hair, it's badly damaged, and there's no way I can grow my hair out.I gave up on it for a long time.

However, TAKURO told me that

With Mina's hair texture, I think it would look better and look better if it were stretched to about medium length. It is also possible to extend it beautifully with a shiny look.
If you let me take care of your hair for six months, I can return it to its original beautiful state after six months. Today, I will teach you all about home care methods, so if you follow them, you will definitely see a change.
What would you do? Do you want to try to stretch it out?

It was proposed that

I had given up on the idea of growing out my hair, thinking, "I'll never be able to grow it out."stretchI was surprised and honestly happy to see the light of "yes" to the project. I also realized how reassuring it is for customers to be assured, and how it increases their trust in the other party.

And I am in the process of trying to achieve medium hair in 6 months, while practicing the home care I was taught (lol).

When I am in the position of being served at a beauty salon or when I go shopping for home appliances, there is something I think about when I am in the position of being served. That is, "Customers are often lost.That is to say.

So the clerk told me, "What do you want? What do you want?Often (in my case) I cannot answer well when people ask me, "What do you mean?

Some, like my husband, research everything they buy before they buy it, and if anything, become more knowledgeable about the product than the store clerk.Buy thisI think there are some customers who go out to buy a single item, but I doubt that such people are rare.

For this reason, I think it is easier for customers to choose if they are given a proposal that focuses on a certain direction or idea to some extent.

Difference in ability to make proposals

When I got home to my husband, I said, "That was amazing!" I told him excitedly, and he said something like this.

I'm glad you went!
In that light, the beauty salons that have beenIt's damaged. Please cut it off.I guess he felt that since the customer told him to do it, he did as he was told. But doing what the customer says is not always the right thing to do.
Like Mr. TAKURO, he said, "What is really the best choice for that customer?I think it must be a professional to be able to make a proposal that takes into consideration the "what is the best way to make it happen?
Maybe it's the same when you buy a new Porsche. In the case of Porsche, you have to think and decide on your own original specifications from scratch. But it is very expensive, and there are a lot of options to choose from, and depending on the grade and options, the driving and ride quality can vary considerably, so customers are very worried.
Therefore, I think that if we leave too much of the choice to the customers, they often end up not being able to make a decision. In fact, there are times when I too feel lost and can't make a decision.
In such a situation, "If you care about driving, you need this option; if you care about comfort, you need this option; if you care about driving, you don't need this option.I think it would be easier for customers to choose if they could narrow down their choices to a certain degree and then make a proposal.
Well, I know some people don't like that kind of customer service.

I guess that's true. As I listened to this story, I was reminded of a point my boss made to me when I was just starting out in sales.

At the time, as a newcomer, I lacked confidence in sales and often unconsciously used the expression "I think..." during presentations, but the boss who accompanied me said something like this.

You know, the customer is making an expensive purchase. If you say "I think..." or "maybe" without confidence, the customer will not be able to buy with confidence, and it is rude to the customer.
From now on, "...I think" is prohibited.
And study the product so thoroughly that you can confidently assert that it is the best.
Of course, if there is something you don't understand, you can honestly tell them and look it up. But you can't keep running away from it with the excuse, "I'm new, so I'm not confident.

And.

Since then, I have studied about the product, asked my seniors about it, and asked customers who have actually purchased the product to tell me why they purchased it and what they liked about it. Gradually, I came to believe that "this is a good product that is extremely cost-effective," and I was no longer afraid of being rejected by customers, and I was able to confidently assure them and make proposals.

So I thought again that being "assertive" and "highly suggestive" like Mr. TAKURO is able to do so because he has such confidence in his products and services.

This time, theTAKURO's Beauty SalonI realized how much more pleasant it is to pay for any job when you are served by people who are confident and proud of the work they do, and when I went to(I want to make more money and be able to pay more w)I learned a lot.

Me, too, let's go for it!Mr. TAKURO.Thank you!