Let’s set the scene of my most recent blog…We are in Cusco, Peru. Imagine a dusty back alley, intricate stone walls, the most vibrant coloured printed fabrics, alpacas roaming around and me exhausted after completing a 46 kilometre trek (the Inca Trail) in three days instead of the usual four, going up to 4,200 metres in altitude, all the while pregnant.
So of course, I needed a little pampering after my adventure and after a huge breakfast at Jacks Café, I booked myself in for a manicure/pedicure. Near comatose during the manicure, I snapped back to reality at its conclusion when my manicurist followed a near perfect customer service plan without batting an eyelid.
Firstly, she offered more than was promised and up-sold. I was offered a small shoulder and foot massage at no extra cost and then told about the amount it would cost me to get a full hour-long massage.
Secondly, she asked me if I was happy with her work on my nails. This may sound like such a small thing, but when was the last time you asked your customers if they were happy with your work?
Thirdly, after finding out I was happy, she asked for referrals. As I left she gave me a handful of her business cards “for my friends”.
All this was done in mere minutes, in a dusty back alley with an alpaca guarding the door (well almost!)
If a Cusco manicurist can do this as second nature, what’s stopping you?
James was the editor and publisher of SmartCompany and LeadingCompany for five years. He is now the Australian Financial Review‘s companies & markets editor, and a former BRW editor.
